Banks Struggle with Social Media

Jan 26, 2012 (0)

As financial institutions increase their multichannel services to include social media, they struggle with the common stumbling block of operationalizing it as a customer service channel in the contact center: response times, accuracy, quality and security. But the financial foray into social customer service also pushes customer segmentation to the fore.

Operations Management

Integrated Cloud Solution, Cloud Campaign Management App, IP-Compliant WFM Suite, GUI Tool

Jan 26, 2012 (0)

This week in technology news Intelliverse debuts its integrated hosted solution, MicroAutomation and Voxeo partner for a cloud-ready campaign management app, CallCopy's workforce optimization suite achieves Avaya-compliance rating and Indosoft's Q-Suite GUI tool now features AMD and voicemail recognition.

Technology

Fresh Software for Hosted Call Centers, Contact Center Solution in UK, Unified Communications Solution

Jan 19, 2012 (0)

This week in technology news Kunnect launched new software for hosted call centers, AltiGen's partnership with Eurodata to bring its contact center ACD solution to the UK and Toshiba introduces its upgraded Call Manager unified communication solution.

Technology

Research Report - Now Available

Call Center Practices for Pairing and Blending Inbound, Outbound, and Service and Sales Purchase Now »

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