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 ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Kevin McPartlan: The value of IP, specifically VoIP, in the ...

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 ...

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 ...

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 ...

Step one, cleave the underlying VoIP network from the call-center application. The Meridian remains a highly reliable switch and we couldn't think of an overriding reason to forklift upgrade the ...

Salesforce.com, which leaned on the example of Google to argue the merits of Web-based technology in the early days of software-as-a-service (SaaS), is returning the favor by demonstrating the value ...

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 ...