Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
CRM Featured News,
Posted 17 Aug 2006
The market experiences its second consecutive year of growth and enters its "second wave," according to one industry analyst.
CRM Featured News,
Posted 17 Aug 2006
The VoIP solutions provider gains the established multisite, multichannel, and multilingual functionality of Calabrio, and a customer base spanning Africa, Europe, and South America.
CRM Featured News,
Posted 16 Aug 2006
Too many customer programs focus on cost, which misses the point of CRM, according to an ICCM keynote speaker.
CRM Featured News,
Posted 16 Aug 2006
Lost jobs get much more press and attention than new positions, according to the National Association of Call Centers, but the country still has the highest rate of closings.
CRM Featured News,
Posted 15 Aug 2006
VoIP's ability to help call centers more effectively and efficiently manage geographically dispersed agents is a key reason for expected growth.
CRM Featured News,
Posted 15 Aug 2006
A recent security evaluation of Cognos 8 Business Intelligence highlights new risks in the marketplace.
CRM Featured News,
Posted 14 Aug 2006
Oracle releases version 9 of PeopleSoft Enterprise CRM, renewing its commitment to the brand and its customers.
CRM Featured News,
Posted 14 Aug 2006
Aspect Software readies CSS 7.2; TuVox launches OnDemand 6.0; OpenMethods adds tools to the open source voice toolkit; and more.
CRM Featured News,
Posted 11 Aug 2006
It's decreasing, but this says some good things about the industry, according to a new report; standards and savvy customers will provide a future.
CRM Featured News,
Posted 10 Aug 2006
Centric CRM and SpikeSource announce a partnership to make open source software more accessible to smaller enterprises.
CRM Featured News,
Posted 10 Aug 2006
A new survey indicates that despite the steady growth of CRM, customer service is still a weak point that drives consumers to competitors; retail leads the poor-service pack.
CRM Featured News,
Posted 09 Aug 2006
Speech Server 2007 will be part of the broader Office Communications Server 2007; Windows Vista will have speech recognition in eight languages, a Windows first.
CRM Featured News,
Posted 09 Aug 2006
The company expands its Microsoft integration and mobile solutions with the release of Maximizer Enterprise 9.5, in a move to ease the woes of the SMB sales force.
CRM Featured News,
Posted 08 Aug 2006
Customer frustrations with automated phone systems abound, but easy-to-use systems that provide customers with the option to speak with live reps can help build loyalty and enhance the brand.
CRM Featured News,
Posted 08 Aug 2006
Security is becoming a higher selling point for customers according to a CMO Council report; incorporating a message of safety into your brand can boost sales.
CRM Featured News,
Posted 07 Aug 2006
The new SpeechTools application puts complex analytical tackle in the hands of nonspecialist users, speeding deployment and reducing cost.
CRM Featured News,
Posted 07 Aug 2006
The market is experiencing growth for the first time in years as vendors introduce new delivery models and applications to drive strategic value.
CRM Featured News,
Posted 04 Aug 2006
An In-Stat report suggests a market is brewing for hosted IP multimedia subsystems, if carriers and customers can see the opportunity.
CRM Featured News,
Posted 03 Aug 2006
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