Call Centers: September 2001
Banter Updates Its Natural Language For Apps
September 28, 2001San Francisco-based company releases v 5.0 of its Relationship Modeling Engine (RME) to help automate high volumes of inquiries through e-mail, chat and Web-based self-service.
Audiopoint Partners With NetBase
September 27, 2001Firms provide first speech-enabled time and attendance tracking system.
Centerpost Snags $12.5 for Messaging Services
September 27, 2001The new money comes on the heels of recently announced agreements with United Airlines and Travelocity.com to provide both the airline and online travel industries with the Centerpost's travel alert service.
eGain Appoints Thai Distributor
September 27, 2001Datapro Computer Systems to provide localization, consulting, implementation, support services for eGain eService Enterprise (E3) Web-based solutions.
A Week of Recognition
September 26, 2001Customer service representatives, who are often on the receiving end of consumer dissatisfaction, now get the respect they deserve. The first week of October signifies National Customer Service Week -- a time devoted to recognizing the importance of customer service professionals.
Self-Help Upgrade Released
September 24, 2001Montana-based CRM solutions provider RightNow Technologies has released version 5.0 of its flagship application, Web eService Center. The self-service solution enables customers to draw upon the information of an integrated single knowledge base from any communication channel.
Jeeves Solutions Unveils JeevesOne
September 24, 2001The question and answer search engine looks to expand its horizons with the launch of its new combo ASP and CRM tool.
Banter Hosts Webinar
September 20, 2001The San Francisco-based developer of intelligent communication technologies will present an online seminar entitled, "Taking CRM to the Next Level: Making Automation Work" on Tuesday, Sept. 25, 2001.
Oracle Wins Wells Fargo, Asian Supplies Firm
September 20, 2001Oracles partners with Wells Fargo to enhance procurement solution, while E-Business Suite lands Asian customer.
Akamai Selects Callbutton to Increase Sales
September 19, 2001Advanced Web interactive technology bridges gap between online customers and offline sales support.
Former Inktomi Exec Joins Native Minds
September 17, 2001Gordon Heinrich takes on the world of natural language customer self-service as VP of Worldwide Services.
The Fear of Satisfying Customers
September 17, 2001To the consternation of marketers everywhere, consumers are demanding that we satisfy them. Something very scary is afoot. Customers actually seem to care about satisfaction!
The Elements of Good Online Customer Service
September 14, 2001Most of us need customer service at some time or another. Online, where the customer is alone, good service is vital; and good online customer service is possible. You just have to want to give it.
Surebridge Introduces Clientbridge
September 13, 2001New customer service portal offers customers an insider's look at outsourced operations.
Online Banking Continues to Disappoint
September 10, 2001Banks offering online services report that only 5 to 10 percent of their customer base use such services, eMarketer found. This means that, for many financial institutions, online banking has not lived up to its promise.
BellSouth Selects Visual Networks
September 6, 2001Visual IP InSight provides for enhanced customer care and network management.
ServiceWare Appoints New Chief
September 6, 2001Web-based support solution provider ServiceWare Technologies, Inc. named Kent Heyman as CEO and president, replacing Mark Tapling, who resigned from the company to pursue other interests.
Alaska Communications Systems Deploys Virtual Reps
September 5, 2001To avoid giving subscribers the cold shoulder, the Alaskan telco uses Edify Corporation's virtual Customer Service Representative technology to manage its support services more efficiently.
Unlike Repairman, Maytag Web Customers No Longer Lonely
September 4, 2001Maytag's long-honed reputation for dependability was at stake when customers were waiting days for responses to even the simplest e-mails. So it turned to Kana Communications to repair its e-mail response system.
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