Call Center, Customer Service, and Social CRM software and solutions. - Archive for June 2010

Report Suggests Consumers Prefer Email Contact Over Social Media

Rhino Marketing says that consumers still check email first and social media sites or search engines second.

VirtuOz Announces Rapid Adapt Virtual Agent Solution

VirtuOz Rapid Adapt intelligently groups user conversations to determine the true intent of customers.

ICMI Launches Customer Management Operation Standards Program

The CMOS program provides a results-driven framework for advancing a contact center's overall performance.

Oracle Offers Agile Customer Needs Management

Oracle's Agile Customer Needs Management platform allows customers to capture product ideas and customer feedback.

Constant Contact Enhances Event Marketing Tool

The new features enable SMBs to communicate with event invitees and attendees in a trackable manner.

Shadow Lowers Cost of Call Management Software

he company has reduced the cost of the 5 Channel User License for call management software, Call-Shadow.

TeleTech Deploys New SMB Revenue Generation Tools

The new offerings in the revenue generation product suite assist with sales coverage and revenue growth for small to mid-size business (SMB) …

Hosted Call Center Market Becoming Commoditized

A recent Frost & Sullivan study suggests hosted call center vendors are looking to push in to the enterprise market.

Marketers Look to Improve Customer Support With Real-Time Chat

Demandbase Business Identification application combines with LivePerson for detailed information on website visitors, boosting CRM and sales …

The Perks of Call Center Scheduling Software

Call center scheduling software can help reduce labor efficiencies and operating costs.

Dispelling Cloud-based Call Center Myths

A recent study from DMG Consulting dispels some of the misconceptions about cloud-based call center applications.

Customer Experience Megatrends

These eight tips can help reshape your customer experience management practices.