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

Salesforce.com Service Cloud 2 Integrates Social Media

Other features include integration with Salesforce Chatter.

Zendesk Adds Twitter Streams to Help Desk Software

Zendesk for Twitter lets customer support agents navigate Twitter posts from within the Zendesk interface.

Kenya's Bid For Call Center Capital

A look at Kenya's first call center that is challenging Asia's long-held dominance of the international call center outsourcing industry.

Call Center Management and Metrics

Metrics can be used to manage the call center, drive sales and increase customer satisfaction.

Zoho Lets Users Create Cloud Support Portals

Zoho Support brings help desk to the masses.

Cisco Mines Customer Relations with Social CRM and Analytics

Cisco is adding social media monitoring and real-time analytics to its customer contact center software.

Pegasystems Collections Solution Leverages BPM, CRM

The company claims its approach delivers significantly higher collections results.