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Yes, I know how pointless it is to try and figure out what things will look like in the future. No one can predict the future because things are always changing in ways that we do not know or anticipate. No one has perfect vision and no one can have the awareness of the disparate […]

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This morning, Oracle announced that it is acquiring InQuira, a knowledge management software provider specializing in web self-service and agent service knowledge. Oracle did not disclose the financials of the deal, suggesting that the amount was not significant. Oracle expects the proposed acquisition to close by Fall of this year. Both companies will continue independent […]

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How many people are too focused on the mechanical aspects of queues and don’t focus on the softer psychological aspects? You could be missing out on valuable insights that could be employed to increase customer satisfaction. Many call center managers view reducing wait time as an end in itself. It isn’t. Then end goal is […]

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Noble Systems, a provider of contact center solutions, announced today that they were awarded the 2011 IP Contact Center Technology Pioneer Award issued by Customer Interaction Solutions magazine. The award was given specifically for Noble Enterprise Hosted, Noble’s cloud-based hosted call center platform. Noble’s software is tailored towards enterprises with a mix of mobile, call […]

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How many people hate to wait? How many abhor the bore, the chore, of being placed on hold? While there are many elements to a great contact center experience, waiting time is one of the most visible. There’s few things as tangible and immediate as reducing customer wait time for service. Most managers know that […]

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Summer’s in the air and that means it’s ripe time for marriages and acquisitions in the tech industry. The latest news–Verint, a provider of business and customer analytics, is acquiring Vovici, an enterprise feedback solutions provider for $60 million. Verint will incorporate Vovici’s EFM technology into its Voice of the Customer analytics platform. This acquisition […]

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inContact, a provider of call center software, announced today that a major Fortune 500 wireless communications company reached a deal with inContact to provide sales and service process unification for 200 agents spread over 14 European facilities. inContact did not reveal the name of the client. The company is intending to use the inContact’s cloud […]

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Yap, a speech recognition technology provider, announced on Monday a deal with MetroPCS to power its Spanish language Voice Mail to Text service. The service will allow Spanish MetroPCS customers to read transcribed versions of Spanish voicemails. This add-on feature is an expansion of MetroPCS’ existing Voice Mail to Text service for English customers that […]

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John Ragsdale, a contributor to SearchCRM.com, published a very interesting article today on the evolution of inbound support centers from cost centers to profit centers. Ragsdale further notes that, while consumer operations have widely embraced running support as a profit center, B2B marketers have been much slower. In the article he posts a chart sourced […]

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Google+, Google’s new social media service currently in a public beta, has garnered a fair share of positive reactions since the beginning of its invitation-only testing phase. However, businesses’ use of the service is very much in its infancy. Michael Dell, Dell’s chairman and CEO, aims to change that. The executive recently posted on Sunday […]

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