Here is a list of archived industry news articles.
Sales agents require suitable desktop technology if they are to be as productive as possible, one expert has suggested.
Simplifying the agent desktop can help increase profitability while improving customer service levels, it has been suggested.
The majority of people still prefer to contact companies by telephone for customer, billing or support enquiries, according to a new study.
North-American customer care provider The Results Companies claims to have derived great benefit from the deployment of Altitude Software call centre technology.
Contact operations should be investing in call centre technology to streamline the customer call experience, it has been suggested.
Contractor accounting firm Brookson has invested in call centre technology as it bids to attract new clients.
Call centres should focus on desktop integration as they work towards delivering customer contact strategies in ways that satisfy consumers, a new study has indicated.
Companies in the travel industry are losing revenues through poor multi-channel integration, it has been reported.
Advances in networks, mobile hardware capabilities, social computing, service-oriented architecture and unified communication will help firms build and use context-enriched services, it has been claimed.
Greater use of desktop integration technology is needed to enable call agents to work more productively, it has been suggested.
Oxford City Council has used an enterprise case management (ECM) system to bolster front and back-office integration across its housing, workforce scheduling and repairs booking systems.
Avaya's release of one-X Agent represents an attempt to provide the technology and infrastructure necessary to ensure customer service operations work smoothly in a virtual context, it has been claimed.
Integrating call centre technology is crucial for organisations wanting to provide an excellent customer experience, it has been suggested.
Call Centre Technology partner firm Avaya has launched a new version of its powerful desktop application suite for customer service professionals.
Successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers, it is claimed.
Altitude Software's new desktop integration solution has been made available to the global market, it has been announced.
An international air carrier has reduced its contact centre operating costs by 30 per cent after upgrading to the latest Avaya technology.
Unified Communications (UC) can improve the quality of business interactions by providing users with the means to integrate and control all correspondence with partners and customers, it has been stated.
A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.