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Sunday - May 11, 2008
The call center, as an entity, has often been tasked with "making more with less." Customer expectations are rising, labor costs are rising, competition is rising. So what's going down? Budgets, frequently. But in the past, companies could rely on a high degree of spending from consumers and businesses. The potential sales were there, they merely had to compete for them. Fast-forward to 2008 and, whether you agree the U.S. is at the beginning of a recession or not, it's impossible to pretend that the economy in general, and consumer and b-to-b pennies in particular, are not being pinched.
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Saturday - May 10, 2008
The software as a service trend is revolutionizing the call center industry, as companies of all sizes are now discovering the advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications are hosted on a shared platform in a data center and delivered to the agents via the Internet or dedicated network.
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Saturday - May 10, 2008
Typically, new technologies tend to promise more than they deliver. That has not been the case with Web services, which are being integrated into just about every new e-commerce application. "Support for Web services has come from application vendors, application development tool suppliers and middleware vendors," said Jason Bloomberg, a managing partner with market research firm ZapThink.
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Friday - May 9, 2008
If you could clone your best agent hundreds or thousands of times over, you could ensure that each and every customer calling your contact center receives the same high-quality, friendly and informed response. In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service.
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Thursday - May 8, 2008
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer satisfaction goals and driving profits.
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Thursday - May 8, 2008
CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007.
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Wednesday - May 7, 2008
SAP will offer new business process and rules management capabilities for its NetWeaver service-oriented architecture platform. NetWeaver Business Process Management and NetWeaver Business Rules Management will allow companies to build or change business processes and rules without coding.
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Wednesday - May 7, 2008
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community.
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Tuesday - May 6, 2008
SAP and Research In Motion announced last week that they were partnering to develop a native BlackBerry client to link to SAP CRM, and then, eventually, to the firm's other business applications. The move is a no brainer for SAP, writes Vinnie Mirchandani, an ex-Gartner analyst and founder of the advisory firm Deal Architect.
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Tuesday - May 6, 2008
Chief executive officers worldwide believe major change is coming to the global economy and their businesses, according to IBM's biennial study of CEOs. The executives are are also eager to find ways to keep happy consumers who are increasingly information-savvy and who expect the businesses they buy from to be more socially responsible and green.
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Tuesday - May 6, 2008
Loopt has taken friend connections to a new level. The startup's mobile social mapping application not only allows users to see where their friends are on a map, but also lets them text each other within the app and share photos. Since Loopt's beginnings, the company has been proactive in setting high standards for user privacy.
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