Call Centers: March 2001

New ChatSpace Release Offers Multi-Language, Multi-Device Communities

March 30, 2001

Community Server 2.1 Intelligent Access System (IAS) allows users to chat unencumbered by platform contingencies and language barriers, allowing for broader usage and easier deployment.

Participate.com Acquires Neodesic

March 28, 2001

Participate.com is combining Neodesic's knowledge-management software with its community-management software to form a Community Knowledge Technology Platform.

1,000 Live People Can't Be Wrong

March 27, 2001

LivePerson registers 1,000 paying customers for its HumanClick eCRM product line since the January 2001 launch.

IntraNet Solutions Speaks Natural Language

March 27, 2001

IntraNet Solutions will co-market LexiQuest's natural language search technology with its Xpedio Content Management system. The technology will enable IntraNet Solutions' customers worldwide to perform natural language search queries on their Xpedio-powered business Web sites.

Clicks' Customer Service Not Cutting It with Consumers

March 26, 2001

The leading reason for customers' dissatisfaction with online customer service is non-integrated product inventory--the result of the click-and-mortars traditionally running their online/offline operations separately.

Are Your Customers Getting the Service They Deserve?

March 26, 2001

An easy-to-use automated information system can provide a free service to your customers while at the same time attracting new and repeat business.

McAfee.com Deploys eGain Software to Speed and Improve Online Customer Service

March 23, 2001

In response to an increasing amount of traffic, McAfee.com will begin deploying eGain Communications Corp.'s eGain software to speed and improve online customer service at its McAfee Web site.

In Any Language, Banter Means Customer Care

March 21, 2001

The newest release of Banter's Relationship Modeling Engine brings multiple language support.

Expertcity Partners With Motive Communications

March 20, 2001

The two companies combine applications to build a more comprehensive customer care platform.

Caring for Customers Electronically

March 13, 2001

The poor customer service conditions that exist in brick-and-mortar could spell failure to an e-commerce site. Fortunately, the e-tailing community realized rather quickly that customer relationship management policies needed to be improved.

Survey: Quality Service, Cost Control Are Top Customer Service Challenges

March 1, 2001

70% of executives in customer service and operations management say they struggle to find the right balance.