Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

Customer relationship management (CRM) software maker E.piphany Inc. next week will begin shipping Service 6.0, a call center application that combines sales and service capabilities and can be ...

Gaul may have been divided into three parts, but Salesforce.com sees the call center market as divided in two. However, it may not have territory to itself for long. Alex Dayon, senior vice president ...

Voice technology specialist Nuance this week is expected to unveil a call center application that uses voiceprints to authenticate customers over the phone before letting them access private ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

CRM (CUSTOMER RELATIONSHIP management) software provider Siebel Systems will integrate IBM’s Content Manager into the Siebel Call Center application, officials said Monday. Big Blue also debuted an ...

For decades the call center was considered a cost center, and the most important performance measurement was how fast you could get the customer off the phone. Times have changed. Now virtually all ...