Call Centers

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.

Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, from personalized retarget...

It's a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop t...

Pega last week announced enhancements to Pegasystems Customer Service for Healthcare, an application that integrates customer service and care management through its Clinical Interaction Manager to provide a 360-degree view of all customer interactions. The application provides call center agents wi...

Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.co...

For companies such as Cisco, the IoT represents a wealth of untapped riches. The company, which recently reported a 7 percent year-over-year jump in revenue for the quarter ending in January, attributed some of its growth to the Internet of Things -- or as the CEO John Chambers referred to it, the I...

Companies need to understand that their employees are key to keeping customers satisfied as they increasingly focus on the customer experience this year, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015: corporate culture conversati...

There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious ...

Kana on Monday announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. The product, Kana Enterprise Customer Engagement Optimization platform, has been available since Oct. 31. At its core, the platform is the same, said Kelly Koell...

Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing...