Dovetail Software Blogs

ECtel and Amdocs Team Up to Fight Fraud ''What do you get when a leading revenue management firm teams up with leading telecom billing solutions provider? You get a neat fraud detection and prevention solution with an expert delivery team. According to a report in this morning's Globes, ECtel (ECTX) announced a collaboration with Amdocs ...

Dovetail Software Blogs: The Digital Contact Center “The digitization of communication between customers and agents is a two-edged sword, opening large margins for profit and cost-reduction, but also exposing confidential information to security risks.” Indian call center lands in Ohio “The phenomenon has a ...

CRM software in the contact center reveals as much about its maker as it does about the customer. Denis Pombriant has an examination of employee attrition rates in the contact center – as high as fifty percent. He suggests that inordinate stress in the occupation comes because many centers are asking the agent to make up for too ...