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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,...

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Salesforce 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...

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Notes 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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