CRM and Call Centers
In a challenging market where a deep understanding of language and culture is a must, a Japanese customer service outsourcing provider was recognized for its unique customer value solutions.Full Story
Convergys Corp. has signed an agreement with Beijing EABLE Information Technology Co. Ltd. to market the company's suite of Interactive Voice Response (IVR) platforms in China.Full Story
The Royal New Zealand Plunket Society (Plunket) has revamped its customer relationship management (CRM) infrastructure to better meet its mission of serving New Zealand children and families.Full Story
Buddy Media has announced major enhancements to its enterprise social marketing suite.Full Story
Oracle's customer experience suite, the RightNow CX Cloud Service, is now integrated with Fushion Sales, to facilitate cross-channel customer interactions and drive efficiencies.Full Story
Telecom service providers are increasing their reliance on customer experience management (CEM) tools to improve their relationships with enterprise customers.Full Story
Social media technologies have re-shaped how we interact. But do they really help sales people sell? Not really, according to the results of two US surveys presented in the US recently.Full Story
US-based Sutherland Global Services is investing $50 million in an 8,000-seat integrated technology and BPO campus in the Philippines as part of its expansion program in Asia.Full Story
IBM has announced a definitive agreement to acquire customer experience analytics software Tealeaf Technology.
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A new survey by Jabra and analyst firm Frost & Sullivan reveals the path to agent retention for contact centers.Full Story
Scoot, the low-cost subsidiary of Singapore Airlines (SIA), has appointed SPi Global to provide telecommunications customer services such as booking of Scoot’s tickets, special seats and meals requests, and after-sales support.Full Story
Contact centre operations are becoming increasingly complicated. Workforce optimization tools and complementary management processes have emerged as critical success factors in taking a holistic approach to enablement and effective management.Full Story
The Royal New Zealand Plunket Society Inc. (Plunket) operates a national contact center service called PlunketLine. Dimension Data New Zealand upgraded its telephony system to an advanced CRM system. Now it could offer modern features, better functionality and fully integrated apps to support business goals.
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Contact centers are evolving and understandably in ways most industries could relate to. Social media, said David Rizzo, President of Teleperformance Asia-Paicific, is a game changer and one that is shaping the future of the contact center industry.Full Story
CIOs ranked customer relationship management (CRM) as their No. 8 technology priority for 2012, according to a global survey of CIOs by Gartner's Executive Programs. Full Story
"Extreme Trust," a new book from TeleTech's Peppers & Rogers Group, details how customer expectations of brands they trust are quickly evolving to higher standards that are expected to shape the future of customer experience management (CEM).Full Story
Consumer technology markets are being redefined by a new set of consumer expectations and values shaped by global economics, technology and social change, according to Gartner, Inc. Full Story
HP has announced enhancements to its customer relationship management (CRM) services that help enterprises engage in conversations with customers and influencers through social media channels.Full Story
Mobile has surpassed TV and traditional online channels in Thailand, according to a new media consumption research conducted by ad network InMobi.Full Story
Cloud-based contact center software Five9 has raised $12 million in a new round of equity financing, which is expected to help the company expand its services.Full Story
