Wednesday - December 31, 2008
For many e-tailers, online chat is a closer. Packaged and offered up to site visitors as a service, it provides an opportunity to close a sale when an uncertain customer wavers. Retailers were early adopters of this technology precisely because of the distinct return on investment, Conversive CEO Robert Williams told CRM Buyer. There are signs that the use of chat technology may be expanding to service operations that aren't directly related to closing a sale.
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Monday - December 29, 2008
This summer, Bob Lyons was tapped to lead Avaya's contact center division. The new general manager and vice president of customer service applications joined the company at a crucial time. It was in the midst of reorganizing its operations around three business units: the contact center, unified communications, and small and mid-sized business applications.
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Friday - December 19, 2008
In yet another sign of weakening in the technology sector, enterprise software giant Oracle announced a decline in profits on Thursday. The Redwood Shores, Calif.-based company reported $1.29 billion in earnings during the fiscal quarter ended Nov. 31, down 1 percent from $1.3 billion in earnings during the same period last year.
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Sunday - December 14, 2008
Noble Systems recently introduced the Noble Composer Web Agent, an agent workflow design and desktop unification tool for Web-based agent environments. The company believes the solution can help companies improve agent productivity, reduce training costs, increase customer service quality, and leverage technology investments.
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Tuesday - December 9, 2008
Voice today is at center stage in the enterprise. Carrier Session Internet Protocol trunks, enterprise SIP trunks, converged IP networks, federating private branch exchanges, unified communications and communication-enabled applications are but a few of the many voice initiatives you'll find underway in any large enterprise today.
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Tuesday - November 18, 2008
RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on RightNow's strong self-service platform with the addition of agent-scripting technology, a desktop add-in framework, and guided assistance.
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Tuesday - November 18, 2008
What mistakes will cause emergency communication systems to undergo excessive stress or possibly fail in a disaster, and what steps should be taken to improve performance? One of the biggest challenges for emergency communication centers is the wide range of situations that require responses.
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Monday - November 17, 2008
When you encounter a phrase like "workforce optimization," it's understandable if your first impulse is to dismiss the term. The idea of optimizing something as abstract as a workforce seems to come from a mindset that perceives call center agents only as units of labor. But in practice, we don't aim to optimize agents.
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Monday - November 10, 2008
Avaya is targeting unmet pockets of user demand in the telecom industry with the release of three new offerings this week: a contact center product focused on outbound messaging and self-service, a speech-to-text application, and a unified communications package that bundles licenses of various products.
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Saturday - October 18, 2008
CRM has become something of a dirty word in today's contact centers. Many companies have deployed large and expensive systems only to find that they are not reaping the promised benefits from their technology. So what happened? Why hasn't CRM created the smooth connection between customer information and decision-makers that so many of us expected?
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