Call Centers

Verint and KANA Team Up on Rules-Based Call Routing

Verint and KANA Team Up on Rules-Based Call Routing

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A multichannel customer intelligence system helps pair callers with the right call center agent.

4 Statistically Proven Ways Marketers Can Drive Customer Calls

4 Statistically Proven Ways Marketers Can Drive Customer Calls

Research from Google says that 70% of mobile searchers make phone calls to businesses. And the vast majority of those people make phone calls within a few minutes of their search. You need to be ready when those calls come in.

IBM Watson Partners With Genesys

IBM Watson Partners With Genesys

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IBM's artificially intelligent prodigy will be applying for work in call centers.

News Byte: Conversocial Debuts Conversations

News Byte: Conversocial Debuts Conversations

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The upgrade to its customer contact program enables companies to manage social media comments and inquiries from contact centers.

14 Customer Experience Trends for Marketers in 2014

14 Customer Experience Trends for Marketers in 2014

What your marketing organization can do to better prepare for the "Year of Empathy."

A Tale of Two Direct Response Call Centers

A Tale of Two Direct Response Call Centers

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One had the best of conversion rates, one had the worst, and Heather Adams had to find out what the Dickens was going on.

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