Call Centers: August 2003

Firepond Licensing Business Heats Up

August 28, 2003

The Minneapolis maker of customer service and e-commerce software licenses three patents to eGain, a provider of call center software.

ASAP's Fables

August 27, 2003

How long is 'as soon as possible'? Defining, and meeting, customer deadlines.

3Com, Aspect Target Enterprises, Call Centers

August 25, 2003

The companies will jointly develop, sell and market IP phone platforms and advanced CRM software.

A New Player Emerges in Chat-Based CRM

August 14, 2003

A slew of large enterprises have integrated instant messaging and chat into their CRM solutions -- but the benefits of real-time communication are increasingly moving to smaller markets.

Sprint Dials in Call Center Contracts

August 7, 2003

The telecom carrier signed two new multi-year, multi-million dollar deals to support financial services call centers.