Call Centers

Pegasystems has deepened its 7-year-old relationship with Amazon AWS, and also has teamed up with Microsoft Azure, company officials said Tuesday. The deals are part of a series of planned partnerships aimed at giving Pega's clients choice in their cloud environment and avoiding lock-in. Pega last m...

Verizon Enterprise Solutions has released Visual Interactive Calling, a software development kit and platform in the Verizon network designed to enable banks, retailers, airlines, travel and hospitality companies, and other firms to communicate visually with their customers. "The sweet spot for this...

It's mud season here in New England -- that time of year when everything merges into an amorphous mess. The gray sky merges with a gray landscape made into slop by continual rains and dirty gray melting snow. It's hard to tell where one thing ends and another begins. Eventually the sun comes out and...

AWS has announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the U.S. and 18 countries in Europe. "The opportunity for cloud contact centers is significant," said R...

OpenMethods on Tuesday announced integration with Next Caller's Advanced Caller ID database. The integration will let contact centers on the Oracle Service Cloud use real-time contextual data for more than 500 million landline, mobile and VoIP numbers to personalize and simplify their agent and cust...

CallidusCloud on Thursday launched ServiceMotivate, a call center sales performance management, or SPM, solution. ServiceMotivate is tightly integrated with Salesforce to track and reward call center agents based on key performance indicators of their service center, such as quick issue resolution a...

Is Avaya on the road to financial recovery? What will happen to business partners and customers if it is not? The company last month filed for Chapter 11 protection for itself and some of its United States subsidiaries -- a move that makes it "the first major established technology company that's dy...

Twenty years ago, CRM "was more of an inside-out technology," recalled Sandeep Kadam, director of CRM at Eagle Creek Software Services. "It was about making sales calls more efficient, and giving salespeople all the tools they needed so they could achieve their numbers. From there it has become more...

It's widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent with harder problems to solve. Those channels are here to stay, because when they work well, they solve problems for pennies. It can cost many dollars to resolve ...

GetHuman last week launched a service designed to help consumers with the tangle of customer service. For between $5 and $25, one of the eight-person company's five dedicated problem solvers, aided by bots, will call a customer service line on a client's behalf to sort things out. The idea for GetHu...

Fusion this week launched Contact360, an enterprise cloud contact center solution developed in collaboration with Technology for Business, the long-time partner it acquired earlier this month. "Fusion will be offering a clear migration path to the cloud for TFB's Fortune 500 enterprise and governmen...

Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors. ConsumerAffair...

LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelli...

Sprint plans to lay off about 2,500 employees, including five vice presidents. About 2,000 of the cuts are in customer service.