Microsoft Dynamics CRM 3.0 Arrives
Microsoft Corp. is announcing that its new CRM release, Microsoft Dynamics CRM 3.0, is actually currently in use in 'a cross-section of its worldwide customer base,' including 'small businesses, midsize companies and large enterprises,' and representing both ...
Real-time Data Before, During And After The Call
In order to achieve the increasingly popular and efficient 'one and done' method of customer service (the problem resolved on the first contact with the customer), call center agents are increasingly in need of...
The 10 Commandments Of IVR
Paul English has recently listed major U.S. companies who, according to English, 'design their IVR systems poorly and make it difficult for callers to speak with a live agent.' You scofflaws know who you are, no point further humiliating the guilty here. The good news is...
Next-Gen Voice Product Revenue Shows Significant Growth
According to the Service Provider Next Gen Voice Equipment report by Infonetics Research, the third quarter of 2005 showed significant growth in all segments of the next-gen voice market except session border controllers and media gateways.
NACC Says Global Call Centers In 'State Of Growth'
The National Association of Call Centers has released its second report on the state of the call center industry with the zingy title 'The State of the Industry Report: Call Center Market Share and Employment Growth by Industry Sector 2002-2005.'