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West Interactive, a provider of contact center solutions, announced this morning that they have partnered with Syclo, a provider of enterprise software for mobile devices, to build and manage self-service applications for mobile devices. The company will offer mobile applications that leverage Syclo’s Agentry 6.0 mobile framework to conduct transactions such as appointment scheduling, payment, […]

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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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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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Web self-service. What do you think when you hear that phrase? Saving money? Cutting costs? Lowering service standards? Avoiding the customer? Maybe even promoting laziness? Many call centers focus on the cost savings aspect of self service options. Yet few call center managers see self-service as an asset to improve call center performance. Let’s look […]

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Wouldn’t you like it if highly knowledgeable people gave answers to complex, technical questions asked by your customers–all for free and without any effort on your part? Users helping users is not a dream, it’s happening right now and you can use it for your own business to greatly improve your customers’ service experience with […]

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So you finally have your call center up and running. Everything is buzzing along smoothly with phone, email, and chat all accounted for.  But wait, you might be missing an important piece. A piece that your customers spends 6 hours on. Are you there with them? The Missing Piece According to a December 2009 report […]

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