B/OSS

Contact Center

Adding Social Media to Big Data for a Bigger Picture

Pay attention to social media because customers don’t always call the call center; they sometimes broadcast it to their entire social network that your service stinks. ...More
May 23, 2012
Posted in Blog
BT Expands Contact Center Portfolio in U.S.

BT has expanded its Contact Center portfolio for the U.S. this week with a cloud-based IP contact-center service based on Cisco’s Unified Communications and Collaboration technology (UCC). ...More
May 22, 2012
Posted in News, Customer Experience Management
Sprint, Truvo Tap Amdocs

Sprint anticipates Amdocs' Smart Agent Desktop solution will enable its representatives to respond more quickly and result in more accurate transactions and fewer repeat calls. ...More
May 14, 2012
Posted in News, Customer Experience Management
Cisco Helps Businesses Combat Voice Fraud, Malicious Activity

Cisco today announced the Cisco UC Gateway Services API, a Web-based application programming interface that could play a direct role in helping organizations deal with voice fraud and other types of malicious activity. ...More
May 8, 2012 By Lindsay Welnick
Posted in News, Revenue Management
NICE Debuts Integrated Customer-Interaction Management

The offering focuses on shaping interactions as they occur, and has what NICE calls a unique approach to impact every stage of the interaction life cycle. ...More
May 4, 2012
Posted in News, Customer Experience Management
Call Me, Maybe? Customers Want Alternative Options to the Classic Call Center

Call centers will always be useful for isolated instances or the need for deep technical support, but mobile tools will give service providers a cost-effective way to meet demands and save consumers’ time, thus strengthening customer loyalty. ...More
April 30, 2012
Posted in Blog
WTF? AT&T Sends Calif. Network Techs Home Over Attire

WTF stood for something rather innocuous: "Where's the fairness?", an apparent reference to union workers' discontent with their employer in negotiations over a new contract. ...More
April 24, 2012 By Josh Long
Posted in News
T-Mobile Workers Protest Closing of 7 Call Centers

With 3,300 workers at risk of losing their jobs when T-Mobile USA closes seven call centers in June, the CWA launched a national campaign Monday to protect those jobs, starting with a rally outside Bellevue, Wash.-based corporate headquarters. ...More
April 17, 2012 By Lindsay Welnick
Posted in News
Union: Verizon 'Looking for Blood' in Negotiations

Verizon and the unions have made little progress on a new contract since 45,000 workers returned to their jobs in August. ...More
April 16, 2012 By Josh Long
Posted in News
Federal Court Halts Operation, Freezes Assets in Calling Scheme

The government alleges that callers from India who were collaborating with the defendants often posed as American law enforcement agents and harassed consumers. ...More
April 13, 2012 By Josh Long
Posted in News