Call Centers

Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predict...

What's the ultimate goal of CRM? As much as I and others of my ilk might talk about the positive interactions, good feelings and peer-to-peer relationships that result when CRM is done well, they're just happy means to an end. The end is, and always will be, inflating the bottom line. While a lot of...

Customer interaction analytics specialist Nexidia has announced a new integration partnership with Teleopti, a provider of strategic workforce management solutions. The aim of the partnership is to enhance agent performance management by linking Nexidia's performance measuring applications with Tele...

Recent announcements in the CRM space have been all about crossing bridges to streamline customer contact functions and making customer service representatives' lives easier and more productive. And all it's taking is a click of the mouse. LiveChat, a developer of real-time software and Web analytic...

By this point in the evolution of e-commerce, most e-tailers know the benefits of live engagement. Website visitors are three times more likely to make a purchase when they have the support of a sales representative. Just as in brick-and-mortar stores, interacting with a knowledgeable person in real...

Avaya is delivering multimedia capabilities to the front line with its announcement of two new contact center products designed to bring agent-assisted and automated customer service up to speed with the social networking world: Avaya Aura Contact Center 6.2 and the Avaya Experience Portal. Avaya Au...

Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results: 10 percent higher customer satisfaction; 30 percent m...

For more than a decade, B2B firms have used the Internet to publicize their product catalogs. As a result of the rise in consumer sales on the Web and the rapid maturation and adoption of Internet technologies like RIAs and Web 2.0, B2B firms are now rethinking their e-business strategies. At the sa...

It has been a wild ride for retailers these past few years. But when we look back, we won't be talking about the economy, the drive for lean inventory, or deep discounting. Rather, we will recognize the fundamental change that occurred was in the shopping process itself. Shoppers are often interac...

Most of the people I talk to think of a business model as the way a company makes money. We certainly agree on that. One's business model can encompass numerous things, like product mix, marketing and sales plan, how you sell -- direct, channel, retail -- and lots more. One thing that usually mis...