Showing page 1 of 5 (43 total posts)
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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 ...
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Speech self-service systems are the growing hot item in
contact centers, rated variously as the indispensable
difference-maker, and the top priority acquisition for 2008.
“Speech self-service is quickly becoming an essential
application for any organization interested in delivering the best
customer service possible. In fact, the ...
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The Coming Workforce
''The key element of the issues faced by the schools is that this is not some form of lawless, aberrant behavior: it’s a way of getting the day’s tasks done that doesn’t fit the infrastructure provided. In this the situation echoes the plight of enterprise IT, faced with redeveloping infrastructure across the board to ...
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A new theme in customer
service is emerging in the contact center. First call resolution –
closing a case and satisfying the customer in the first contact –
challenges both current technology and an embedded layer of management
assumption. But with customers so annoyed with call centers today, this
may be the only way to keep them from ...
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Business intelligence across
the enterprise remains a strong development goal in 2008. Issues of
data quality and integration still plague the effort, and results to
date are mixed.“Aberdeen research reveals that more than 80 percent
of all companies surveyed rate the delivery of actionable information
to the enterprise as a top 10 ...
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One thing the CRM software
industry can be sure of seeing in 2008 is the continuing demand for
context-sensitive, customer-centric applications and utilities.
These don’t have to be grand or elaborate: APIs, web services,
mashups can make all the difference. In customer service, little
things go a long way, and the large things are on the ...
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Mostly Cloudy
''The amazingly prolific Bob Warfield has devoted 2,500 words to the significance of Amazon’s development path within the context of cloud computing, in an article worth reading in its entirety, To Rule the Clouds Takes Software: Why Amazon SimpleDB is a Huge Next Step. Warfield considers the entire landscape: how the clouds ...
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On
Friday we talked about how – and how not – to survey your customers.
The survey, we came to learn, can be a two-edged tool, equally likely
to draw the ire as the enthusiasm of its recipients.
But
with every form of reaching out to people, there’s always the risk of
being misunderstood. This doesn’t mean not to try. The best advice ...
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CRM systems and the
contact center between them constitute a lot of spaghetti for
integration, and the road is definitely uphill, but the push for
unified systems continues to gain force as it becomes unavoidable
that the customer today must be dealt with using a full set of
data.
Pulling the pieces together and getting them to talk ...
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Contact Center Proving Ground
''As the stakes increase for higher-grade human interventions, the
requirements on the infrastructure intensify also. The contact
center ambition is to have highly qualified responses delivered by
human agents intervening in real time, into self-service systems
where no human agents are necessary – and then the ...
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