Cisco Adds Social Media to Call Centers
Cisco Systems (NASDAQ: CSCO) is adding support for social media to its customer call center product portfolio. With additional features like social media customer care, multimedia capture and storage,...
View ArticleSalesforce and New Voice Media Demonstration
Earlier today at the Cloudforce conference, I saw a demonstration by New Voice Media integrating their SaaS call centre technology with Salesforce‘s Service Cloud 2. Its been three years since I...
View ArticleNotes from IBM Impact 2011: Avaya aims for BPM in the Call Centre
When I was at Simplybusiness, we used to run our entire 70-person call center off of Lombardi Teamworks (now, IBM WLE or IBM BPM depending on where you are in the branding cycle). I was always...
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