Call Centers - Research

Technology research on Call Center, Customer Service, and Social CRM software and solutions.

RESEARCH NEWS REVIEWS

Eight Useful Contact Center Apps

April 4, 2012

No matter how you interact with customers -- via the telephone or online -- these eight contact center tools can help ensure customer experiences are positive.

BPM + CRM Yields Great Results for Insurer

March 26, 2012

Many experts say using BPM to improve customer-facing processes such as handling call center inquiries is a smart idea. Farmers Insurance Group's award-winning deployment of BPM software from Pegasystems shows why.

Social Adds New Twist to Customer Service, Support

February 6, 2012

Consumers increasingly expect companies to provide a consistent user experience across emerging channels like social as well as traditional ones like the call center. This will be a challenge for companies that keep their data, business processes and best practices in departmental silos.

Ten Reasons to Combine CRM and BPM

November 22, 2011

Business leaders and customer service experts discuss the benefits of combining customer relationship management (CRM) with business process management (BPM).

Oracle CRM and Business Intelligence in Two Real-World Environments

November 11, 2011

Two case studies from Oracle OpenWorld: Using CRM and business intelligence for success.

The Cloud CRM Market: Microsoft, Salesforce, SAP, Oracle and More

November 2, 2011

The cloud CRM market is a crowded one, so we offer an overview of the biggest names in our cloud CRM buying guide.

An In-Depth Look at Oracle Fusion Applications

October 10, 2011

What does the formal launch of Fusion mean for existing Oracle CRM and ERP users?

Social CRM, Office 365 Coming to Microsoft Dynamics CRM

September 29, 2011

Microsoft plans two updates to its online and on-premises CRM software over the next six months. What can users expect?

Salesforce.com Winning Enterprise Software Deals: Analysts

September 23, 2011

Salesforce's vision of the 'social enterprise' may be catching on, according to analysts.

Six Helpful Customer Support Software Solutions

September 14, 2011

Here are a half-dozen help desk and customer support software solutions that can help your business better manage customer queries and support tickets.