Call Centers

Footwear retailer Payless ShoeSource, Inc. will add products from i2 Technologies, Inc.’s Supply Chain Management (SCM) and Customer…

Imagine this: You start a new job overseeing the Internet channel at a traditional retailer. Your first priority…

San Francisco-based, natural language automation technology provider Banter has secured a $20 million round of funding led by…

BellSouth Monday signed Support.com to provide the Fortune 100 telecom’s 620,500 DSL customers with online self-help via a…

The percentage of online shoppers that made an e-commerce purchase during the holiday season fell from 74 percent…

A week after question and answer search engine Ask Jeeves finished embedding the assets of Teoma, the company…

Continuing to move aggressively to become more than just another online brokerage, E*Trade Group Inc. launched a planning…

Seattle-based contact center solutions developer Envision Telephony Inc. teamed with CRM solutions provider Edify Corp., an S1 Corp.…

Customer Inter@ction SolutionsTM magazine has chosen its 2001 Product of the Year, awarding the distinction to San Mateo,…

Natural language processing (NLP) technology provider Leverance, based in Bothell, Wash., partnered with Newfound Communications Tuesday in order…

Wireless solution provider InPhonic Inc. has completed a deal to offer wireless phones and service plans to Sallie…

Contact center and customer support solutions from Eyretel enabled Tinker Federal Credit Union (TFCU), a $1 billion credit…

Both pure-play Internet retailers and brick-and-mortar merchants with online operations struggled to keep up with customer service e-mails…

Internet service provider (ISP) EarthLink, Inc. will make strides in improving customer satisfaction via a newly implemented solution…

Online brokerage and financial holding company E*Trade Group Inc. enhanced its customer service operation for the new year,…

Witness Systems, a global customer relationship solution provider and developer of the eQualityTM software suite, has announced the…

Atlanta-based United Parcel Service Inc. rolled out an electronic return label that capitalizes on the power of the…

Community banks continue to invest in technological tools and applications that provide value to customers and increase operational…

NativeMinds Inc., developer of online customer service software in the form of virtual representatives, has been awarded a…

The Korea National Tourism Organization plans to deploy a voice-enabled information system in January 2002 with help from…

“Your call is very important to us. Please hold on.” If you hope to never hear that phrase…

Standard customer relationship management takes an animated leap with interactive characters from Headpedal. The software development company delivers…

A survey of more than 14,000 Internet users by the National Regulatory Research Institute and BIGresearch found that…

Hoping to make sense of the seemingly unmanned broadband sector, two software makers decided there is safety in…

It seems fundamental: Any relationship with a consumer should be based on trust. How can a business hope…

Most e-commerce operators agree that making the online shopping experience more personal is a sure-fire way to foster…

According to new Harris Interactive study, Americans want privacy notices when they visit a Web site, but they…

The experience of a mall-based music seller comes to instant messaging (IM) — Microsoft’s flavor of IM, that…

Since my articles are never the last word on any topic, I often come across new information about…

Getting customers involved through interactive elements is an effective method for cultivating relationships while also garnering critical feedback…

Online analytics firm Personify is tying the knot with Web marketer Angara, in a bid to offer all-in-one…

Thirty-five percent of all Americans report being very satisfied with their online holiday shopping experience, according to the…

David Nash’s case is the perfect example of the confusion created when cable companies start playing “give and…

NaviSite, Inc. , the Andover, Mass.-based managed service and hosting provider, Tuesday announced that it will now track…

As a marketer, you’re looking to build a warm, trusting relationship with your customers, right? You want them…

More small businesses are relying on the Internet, especially for customer service and communications, according to a survey…

Internet service provider EarthLink is expanding its plans for Visual Networks, Inc.’s Visual IP InSigh performance management system…

Consumers’ concerns over privacy are taking a massive toll on Internet commerce, with Internet research firm Cyber Dialogue…

Market research firm InsightExpress has released an integrated and automated online survey solution that will enable companies to…

E-commerce companies that are in a hurry to implement a self-service application should take a look at the…

Natural language processing provider Leverance unveiled its new Language Enabling Application Platform (LEAP) during the October 24-26 SpeechTEK…

iPhrase Technologies, a Cambridge, Mass., maker of of software that allows users to pose questions in plain English,…

In an effort to garner more market share, corporate networking provider Avaya and consulting service firm Accenture have…

In a wake up call to other wired carriers, BellSouth (NYSE:BLS) Monday announced a non-exclusive agreement to incorporate…

Astea International Inc.’s AllianceEnterprise Suite has been selected by voice and data network integration services specialists Comm-Tract Corp.…

By Ryan Naraine Voice Web services firm eStara has announced a deal to acquire the Push to Talk…

Avaya Inc., a global corporate communications provider, has released its newest CRM solution, the Avaya Interaction Center. The…