Close

Top Stories From This Week

Previous Next

Interactive voice response

Advertisement

Advertisement

Advertisement

Advertisement

Advertisement

Advertisement

1 - 10 of 21 Results

  • / Technology

    Angel’s voice enables contact center agents to speak to CRM system

    Angel.com and SugarCRM introduce interactive voice technology that allows users to access, update and manage accounts in a customer relationship management system via phones.

    Posted 03/12/2009Paul DemeryPost a comment

    Angel.com and SugarCRM introduce interactive voice technology that allows users to access, update and manage accounts in a customer relationship management system via phones.

    Related Content:Crm

  • / Technology

    Why “multi-channel contact center” will soon be redundant

    With the rapid rise of e-mail and other forms of web-based customer communication, call centers that handle telephone support only are dwindling, a report by ICMI finds.

    Posted 09/29/2005Paul DemeryPost a comment

    With the rapid rise of e-mail and other forms of web-based customer communication, call centers that handle telephone support only are dwindling, a report by ICMI finds.
  • / Technology

    ICMI survey gives e-monitoring a C-minus

    Quality assurance monitoring on how contact center agents handle e-mail and chat falls short of phone quality assurance monitoring. Only 61% of centers polled by the ICMI monitor e-mails and only 8.7% monitor chat.

    Posted 06/23/2005Paul DemeryPost a comment

    Quality assurance monitoring on how contact center agents handle e-mail and chat falls short of phone quality assurance monitoring. Only 61% of centers polled by the ICMI monitor e-mails and only 8.7% monitor chat.
  • / Technology

    Call center automation company Voxify gets $10 million in 2nd round funding

    Voxify, developer of automated response units for call centers, has raised $10 million in a second round of institutional funding, led by Sigma Partners.

    Posted 02/11/2005Kurt PetersPost a comment

    Voxify, developer of automated response units for call centers, has raised $10 million in a second round of institutional funding, led by Sigma Partners.
  • When Eight Is Not Enough

    Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that high-tech promises are often mired in low-touch problems. Web merchants generally are operating “ineffective sites that disappoint more than they...

    Posted 12/26/2000Don DavisPost a comment

    Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs…
  • Customer Service/Support

    Speaking face-to-face with a salesperson in a store, talking via telephone with a call center-based retailer representative, communicating via e-mail with an ethereal customer service staffer, conversing with a store assistant in an online chat room and conducting self-service research and support through FAQs and other tools are very different experiences, to say the least. The inherent differences create quite a hurdle that customer...

    Posted 06/30/2006Internet RetailerPost a comment

    Speaking face-to-face with a salesperson in a store, talking via telephone with a call center-based retailer representative, communicating via e-mail with an ethereal customer service staffer, conversing with a store assistant in an online chat room and conducting self-service research and support…
  • Hello, Customer

    A contact center consultant tells how Tommy.com made its contact center double as a site designer.

    Posted 04/30/2007Internet RetailerPost a comment

    A contact center consultant tells how Tommy.com made its contact center double as a site designer.
  • SPONSORED SUPPLEMENT: Customer service: Raising the stakes as customers expect more

    As more consumers shop online they expect e-retailers to provide the same level of personalized, proactive customer service they could receive in a store. For small and mid-sized retailers that do not have the financial resources and personnel to invest in customer service that their larger counterparts have, those expectations can be a heavy burden. “Consumers expect customer service representatives to be knowledgeable about the retailer’s brand...

    Posted 09/30/2008Internet RetailerPost a comment

    As more consumers shop online they expect e-retailers to provide the same level of personalized, proactive customer service they could receive in a store. For small and mid-sized retailers that do not have the financial resources and personnel to invest in customer service that their larger…
  • / Press Release

    CyberRep’s Click2SpeakTM Service To Be Powered By eStaraVoice

    Media Contacts: Ian Halpern eStara Inc. Phone: 703.648.8292 e-mail: ian@estara.com Carol Miller CyberRep, Inc. Phone: 703.917.9170 e-mail: cmiller@cyberrep.com Leading Customer Interaction Company Partners with eStara to Add Voice over Web Service to Award Winning Product Suite Reston, VA and McLean, VA, July 19, 2001 – CyberRep, Inc., the leading outsourced call center and customer relationship management (CRM) company, and eStara, Inc., today...

    Posted 07/23/2001

    Media Contacts: Ian Halpern eStara Inc. Phone: 703.648.8292 e-mail: ian@estara.com Carol Miller CyberRep, Inc. Phone: 703.917.9170 e-mail: cmiller@cyberrep.com Leading Customer Interaction Company Partners with eStara to Add Voice over Web Service to Award Winning Product Suite Reston, VA and…
  • / Press Release

    Leading International Brands Including CARQUEST, Hobie Cat, and Husqvarna Select Angel.com for Store Locator Application

    Customers Cite “Power and Ease of Use of Angel.com’s Voice Sites” as Differentiator for IVR Application that Generates Increased Sales and Awareness McLean, Va. – March 17, 2005 – Angel.com, a leading provider of web-based, advanced telephony solutions and a division of MicroStrategy® Incorporated (NASDAQ: MSTR), announced today that several leading international brands, including CARQUEST, Hobie Cat Co., and Husqvarna have turned to Angel.com to...

    Posted 03/22/2005

    Customers Cite “Power and Ease of Use of Angel.com’s Voice Sites” as Differentiator for IVR Application that Generates Increased Sales and Awareness McLean, Va. – March 17, 2005 – Angel.com, a leading provider of web-based, advanced telephony solutions and a division of MicroStrategy®…

Advertisement

Advertisement