Call Centers: January 2004

Trust, Mistrust and Consumer Information

January 27, 2004

Legislation on data retention adds to the storage management burden. Nonetheless, strict adherence to the law can have its benefits.

Siebel Takes Telephones Out of the Call Center

January 20, 2004

With the announced purchase of Ineto Services, the CRM On Demand provider gives small businesses the choice between a hosted or in-house service.

Case Study: Market Central

January 14, 2004

In addition to its outsourced contact-center services, Market Central offers a full suite of customer relationship management solutions.

Level 3: Use VoIP for Toll-Free

January 14, 2004

The network operator launches a new service that targets conferencing service providers, call center operators and voice portals.

LivePerson Adds Island Data Assets

January 6, 2004

Express Response hosted knowledgebase product and customers acquired for approximately $3.0 million; transaction expected to increase monthly revenue by 8%.

EarthLink to Offshore More Call Center Jobs

January 6, 2004

ISP is closing contact centers in Pennsylvania and California as part of the move.