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Call center speech technology News
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
August 08, 2014
Sales and marketing platform Salesgenie looks to upgrade lead management and marketing capabilities, enabling users to customize email campaigns and contact prospects; and other CRM news.
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
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Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
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While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations? Continue Reading
How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading
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If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Contact-center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading
Contact centers are searching for ways to bring efficiency to their processes without sacrificing customer-service quality. Chatbots offer one avenue. Continue Reading
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To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading
In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures. Continue Reading
As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading