Customer relationship management (CRM) software maker E.piphany Inc. next week will begin shipping Service 6.0, a call center application that combines sales and service capabilities and can be ...

Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Customer Engagement Analytics in the cloud company, today announced deeper integration with Salesforce through the Transera Call Center App for the ...

Gaul may have been divided into three parts, but Salesforce.com sees the call center market as divided in two. However, it may not have territory to itself for long. Alex Dayon, senior vice president ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Kevin McPartlan: The value of IP, specifically VoIP, in the ...

Bell Canada Enterprises Inc. and Avaya Inc. have entered into a quasi-partnership whereby some of Avaya’s products will be used alongside the telco’s to supply call centers with a multimedia product.

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...