Call Centers

Online business publication, Economist.com, will implement KANA Response from CRM provider, KANA. With KANA e-mail management already in…

The online trading industry is losing established investors faster than it can replace them with new traders, according…

If your company owns and operates an e-commerce channel, I’m sure your organization has faced the challenge of…

Banter Inc., which specializes in natural language processing, this week released an updated version of its Relationship Modeling…

Electronic messaging services firm Centerpost Corp. said it has closed a third round of financing to the tune…

Audiopoint, a voice applications company developing products for businesses that reach consumer markets, has formed a strategic partnership…

NASDAQ-listed eGain Communications Corporation, a provider of interaction management software, has appointed Datapro Computer Systems as its licensed…

Customer service representatives, who are often on the receiving end of consumer dissatisfaction, now get the respect they…

Montana-based CRM solutions provider RightNow Technologies has released version 5.0 of its flagship application, Web eService Center. The…

Time for a quick quiz. When do one and one make one? Ask Jeeves (NASDAQ:ASKJ), the question and…

Software provider Oracle Corp. (NASDAQ:ORCL) today announced a partnership with Internet bank and financial services firm, Wells Fargo…

San Francisco-based Banter Inc., developer of intelligent communication technologies, will present an online seminar (or “Webinar”) entitled, “Taking…

Web interaction software provider, Callbutton LLC announced today that Akamai Technologies Inc. (NASDAQ:AKAM), a provider of distributed application…

NativeMinds, which specializes in online natural language customer self-service solutions, named Gordon Heinrich as VP of Worldwide Services…

I’ve tried to be brave about this new world, but it’s difficult. Something very scary is afoot. Customers…

Customer service. This is the wonderful thing behind such slogans as “We love to see you smile,” “We…

Enterprise ASP Surebridge Inc. Tuesday announced the general release of ClientBridge, its customer service Web portal providing its…

Banks offering online services report that only 5 to 10 percent of their customer base use such services,…

BellSouth Internet Services has selected Visual Networks’ (NASDAQ:VNWK) Visual IP InSight performance management solution to enhance the service…

Web-based support solution provider ServiceWare Technologies, Inc. named Kent Heyman as CEO and president, replacing Mark Tapling, who…

Alaska Communications Systems (ACS) will implement virtual Customer Service Representative (vCSR) technology from Edify Corporation to manage its…

Maytag Corp. has through the decades built a reputation for dependability, partly from building a long line of…

Teradyne, Inc.‘s Broadband Test Division announced the availability of NetFlare, the company’s new Internet test system designed to…

Japanese IT giant Fujitsu Limited has chosen Malaysia to be its regional support hub for its recently launched…

Every customer looks for three special benefits when they do business with you. They may not specifically ask…

I’m going to go out on a limb and mix some metaphors. Not to change horses in midstream,…

Global banking group ABN AMRO has invested almost S$1 million (US$570,000) in a multimedia interaction management solution from…

Oak Brook, Ill.-based Interface Software, Inc. and Solution 6 Group has struck a strategic alliance to allow Solution…

Telecommunications giant AT&T will utilize WRQ Inc.’s Verastream Host IntegratorTM in an effort to improve customer service satisfaction…

Following a year of steady growth, Seattle-based network reliability company Asta Networks Wednesday moved to larger offices in…

Peter J. Boni, former president and CEO of eCRM (electronic customer relationship management) firm Prime Response, Inc., has…

Online consumers looking to move their shopping and finances online have two choices: They can try to remember…

The Internet Alliance (IA) is launching a major educational campaign to assist companies in protecting consumers’ privacy. The…

Mortgagebot, an online lending service, will utilize the live chat and e-mail solutions of InstantServiceTM to enhance customer…

The latest Consumer Reports survey of dial-up Internet consumers gives low marks to America Online, Inc., and Microsoft…

Laurel, Md.-based iSKY Inc., a global provider of outsourced customer management services, has signed of a multi-year agreement…

M-commerce in Europe is primarily being driven by companies wishing to gain new channels to market and improve…

Do you use the “Wireless Web”? How about “Wireless Internet”? “Interactive Messaging”? “Ping Pong”? “Digital PocketNet”? The “Mobile…

Seattle-based Envision Telephony Monday announced its Click2Coach contact center software won a “Gold Award” in the Third Annual…

Upgrades in the highly competitive travel space abound as Travelocity.com today deployed a speech-driven customer service application and…

Servers are great for data and for applications but you can’t talk to them – that is until…

How’d you like to have a conversation directly with your Internet-ready PDA or 2-way pager about your flight…

By Chuck Sykes, Senior Vice President and General Manager, the Americas, SYKES Enterprises Some of the largest consumer-facing…

Interaction Management software provider eGain Communications Corp. (NASDAQ:EGAN) today launched E3 — eGain eService Enterprise — a tool…

By Karl Boone, PA Consulting Group At the beginning of this new century, businesses are using a combination…

by eCRMGuide.com Staff CustomerLink Systems, provider of customer relationship management (CRM) solutions to the automotive service and repair…

Netopia (Nasdaq: NTPA) Wednesday says it is expanding its Web platform with eCare. The Alameda, Calif.-based broadband gateway…

by eCRMGuide.com Staff Sprint Corp. announced a four-year commitment with ICT GROUP, INC. for contracted customer relationship management…

by eCRMGuide.com Staff Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will…

Sodexho, the Gaithersburg, Md.-based wholly owned North American subsidiary of Sodexho Alliance, Nokia (NYSE:NOK) and 2Scoot are testing…