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Call Centers: June 2001

Call Center, Customer Service, and Social CRM software and solutions. - Archive for June 2001

Homesteader's Feedback Keeps Site Nearly Free

June 29, 2001

Menlo Park-based free Web page host settles on low prices after members respond to CEO's letter notifying customers the company would begin charging for some of its services.

IBM Sides with Sideware

June 29, 2001

The two companies collaborate on an easily deployed and scalable CRM solution designed to assist companies of all sizes and government agencies.

The Return of Snail Mail

June 28, 2001

Direct mail has been determined to be the most effective method for reaching customers, according to a collaborative survey released by Pitney Bowes and management consulting firm Peppers and Rogers Group.

LivePerson Expands Real-Time CRM

June 28, 2001

The online communications enabler has released LivePerson Exchange — a suite of four major customer relationship management (CRM) components that build upon LivePerson Corporate.

InstantService Recognized

June 26, 2001

The live chat ASP gets a "Product of the Year 2000" award from Customer Inter@ction SolutionsTM magazine.

Magazine Celebrates 20th Year, First Conference

June 25, 2001

Customer Inter@ction Solutions Magazine will launch their first annual Customer Inter@ction SolutionsTM (CIS) Conference and Expo in Atlanta, coinciding with the magazine's 20th anniversary.

SmartDeliverySM Alerts Travelocity Members

June 22, 2001

Electronic messaging service from Centerpost delivers critical travel information via wireless devices to Travelocity's registered members.

Q&A with Ian Tavener

June 22, 2001

Xchange's Vice President, Asia Pacific, shares some insight with internet.com.

Turning Problems into Profits

June 22, 2001

Here are four simple techniques to ensure that customer complaints are satisfied and not exacerbated.

Call Center Magazine Editors Choose Sideware

June 21, 2001

Sideware's Enterprise Interaction Suite (EIS) 4.0 receives the Editor's Choice award in the June issue and was recognized for its ability to route calls and online queries into a unified system, allowing customers to access a Web-based knowledge bank.

Customer-Compatible

June 21, 2001

Many factors come into play when gauging the staying power of an e-tailing venture - though not usually given its due, usability plays a significant role.

Sitel Corp. Appoints New Director

June 18, 2001

Former chairman, CEO of The Rouse Company joins provider of multi-channel contact centers.

Viewgate Rounds Out Its Executive Management Team

June 18, 2001

Executives from Osicom and Micromuse bring expertise to Viewgate's sales and marketing initiatives.

Excessive Charges

June 15, 2001

A new study by Jupiter Media Metrix claims online retailers are putting off consumers with exorbitant shipping and handling charges.

Privacy Remains a Concern for Online Consumers

June 15, 2001

Even among experienced Web users, sites that ask for personal information are likely to be abandoned, according to research by SRI.

Executive Appointments at LivePerson

June 14, 2001

Ron Karidi is vice president of "business insight" and Michael Johnson is VP of sales with a focus on customer acquisition and retention.

Mitel Allies with HP

June 14, 2001

Mitel Networks has signed a technology and marketing Memorandum of Understanding with Hewlett Packard (HP), the two companies thereby forming a strategic alliance in the IP telephony market aimed at delivering customer-focused, converged communications solutions.

ResponseLogic Appoints CTO

June 12, 2001

The software firm has tapped John Ching to define the strategic direction of its technology, products and services.

e-point for the Banking Industry

June 8, 2001

The eCRM solution from Point Information Systems, Inc. is adapted to serve the financial sector, enabling banks to identify sales opportunities and limit customer attrition.

Phonetic Systems Adds V.P.s

June 8, 2001

The Burlington, Mass., provider of voice-enabled technology names executives to oversee sales and corporate development.