Call center software

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  • Siebel hosts the contact center

    With its latest release of Contact OnDemand, Siebel has fully integrated its Ineto acquisition and brought together hosted SFA with the contact center.  Article | 30 Mar 2005

  • A tale of two cities' CRM

    New York and Indianapolis have both implemented citizen relationship management initiatives. While they are different scales, there's a common requirement to better serve the public.  Article | 23 Mar 2005

  • Online service: A change worth chatting about

    Staples, a four-year veteran of chat, and Overstock.com, which just added proactive chat technology, are two of the enterprises who have seen success with the online channel. It's a technology ripe for innovation, according to one analyst.  Article | 08 Feb 2005

  • PeopleSoft partners with Genesys

    PeopleSoft has reached a reseller and development agreement with Genesys to bolster its contact center application.  Article | 10 Dec 2004

  • Oracle offers vision of customer service

    The company's new customer service release focuses on cross-sell and up-sell, reducing costs through self-service and improving effectiveness.  Article | 06 Dec 2004

  • Salesforce.com adds customer support product

    The leader in hosted sales force automation has added a customer service component to its product list.  Article | 30 Sep 2004

  • Getting contact center buy-in from senior management

    Getting support for what has often been referred to as the "cost center" can be a difficult task. Start with math.  Article | 02 Sep 2004

  • Workforce management: Contact center savior?

    If you're not using workforce management software, experts at the ICCM conference said your contact center probably isn't running as efficiently as it could be.  Article | 12 Aug 2004

  • Meet marketing's new best friend

    IVR systems aren't just a boon to the contact center. In some cases, they can maximize inbound marketing opportunities.  Article | 27 Jul 2004

  • Online chat just as effective as the phone

    A new survey bolsters some long-held assumptions about customer service and also offers some new insight into consumer preferences.  Article | 15 Jul 2004

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