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If you’re looking for the latest information on the contact center industry, you’ve come to the right place.

Customer Service Management covers a wide range of topics—from the latest software technology and business practices to vendor donations and business transactions. All of which have an impact on your call centers. Articles posted below are from the past three months to present. Or you can click here to view the archive.

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ATTENTION Contact Center Vendors: Send your Information via email to dmills@crmxchange.com

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DatePress Release
12/22/2008 ESET SELECTS INQUIRA TO ENHANCE GLOBAL ONLINE SUPPORT
12/22/2008 Verint Witness Actionable Solutions Awarded Certification for Quality Management
12/22/2008 China’s Largest E-commerce Company, Alibaba.com, Selects NICE Systems for its VoIP Contact Centers
12/19/2008 DirectView Technology Group, Inc. Negotiates Major Agreement with National
12/18/2008 Nearly three quarters of techies believe UK's IT skills gap is growing finds the IT Job Board
12/18/2008 LOQUENDO PARTNERS WITH SPANISH NATIONAL RESEARCH COUNCIL
12/18/2008 Tealeaf Proves LV= Treats Customers Fairly
12/18/2008 SIIA Information Industry Summit to Focus on Digital Economy and Methods for Success During Challenging Business Climate
12/18/2008 New Release of Loquendo MRCP Server for Windows and Linux
12/17/2008 Speaky Media Center 2009: A Fully Voice-Controlled Personal Assistant for Media Centers
12/17/2008 Mellon Poland announces cooperation with Citi Handlowy
12/17/2008 Etisalat Deploys eSupport Solution Powered by SupportSoft’s Subscriber Agent™
12/17/2008 TIGERPAW'S LATEST RELEASE HITS NEW HEIGHTS
12/17/2008 SIPERIAN STRENGTHENS PARTNER PROGRAM ECOSYSTEM
12/17/2008 Verizon Business Offers Latest in Collaboration Solutions to Better Enable Productivity, Efficiency for Enterprises
12/16/2008 Bureau van Dijk Electronic Publishing Currently Integrating Business Contact Data from Jigsaw
12/16/2008 Telecom Italia to Make Tim Mobile Phones Accessible to its Blind and Visually Impaired Customers
12/16/2008 CallCopy Signs Reseller Distribution Agreement with CNP Technologies
12/16/2008 IBM Completes First Pilot of Chordiant Customer Experience Front-Office Solution at KIT Finance Investment Bank
12/16/2008 Camrivox launches eCommerce portal to service growing CTI user base
12/16/2008 Ransys continues to expand its activities in the global market
12/16/2008 Sawfish Launches Best Practise Solution for your Business
12/16/2008 QPC continues to grow rapidly in the Middle East and Africa
12/16/2008 Frontier Communications Tells Customers “Why Sit on Hold? – We’ll Call You Back”
12/15/2008 VOCALCOM SPAIN AND LOQUENDO ANNOUNCE STRATEGIC PARTNERSHIP
12/15/2008 OpenX Achieves Significant Growth Across Product Lines and Publisher Community .. Software Serves 300 Billion Ad Impressions Monthly
12/15/2008 Orange UK Signs Extended Contract with Convergys for Relationship Management Solutions
12/15/2008 COPC International Inc. Expands Executive Team
12/15/2008 Pipkins Ends 2008 With Important New Features
12/15/2008 INQUIRA ANNOUNCES INQUIRA 8.1 WITH MULTILINGUAL DICTIONARY
12/12/2008 AvMap Geosat 6 XTV is Awarded the Prestigious ‘Innovations 2009 Design and Engineering Award Honorees’ at CES in Las Vegas
12/11/2008 Loquendo Releases ASR 7.7
12/11/2008 New Paper Reveals the Keys to Capturing Generation Y Market Share
12/11/2008 Results CRM Wins “Awesome QuickBooks Add-on” Award
12/10/2008 North American communications companies fall short in customer service through electronic channels
12/10/2008 Partners in IT helps customers maximise IT budgets with new HP Predictive Service Operations Solutions
12/10/2008 NTN Buzztime, Inc. Appoints Jeffrey Lewis Executive Vice President of Digital Advertising Sales
12/10/2008 ConceptWave Wins HP CMS Business Partner of the Year Award
12/10/2008 REALLY SIMPLE SYSTEMS LAUNCHES MAILSYNC MODULE
12/10/2008 PRwebi Worldwide Media List Public Relations Firm Amps Up Success for 3in1Media.com
12/9/2008 Genesys placed in leaders quadrant of new worldwide report on contact center infrastructure
12/9/2008 TOA Technologies Announces New Executive Hires
12/9/2008 Verint Systems Brings Workforce Optimization to Public Safety Market
12/9/2008 Merced Systems and Santorini Consulting Join Forces to Deliver Comprehensive Sales Performance Management Solutions to Enterprises
12/9/2008 deCarta Takes Loquendo Embedded TTS On Board!
12/9/2008 Sonasoft Announces New Version of its SonaSafe Solution New release offers advance features for SQL server data protection and disaster recovery
12/9/2008 New, Low-Cost Analytics & Reporting SaaS Solution for Life Sciences Companies from Verticals onDemand
12/9/2008 Alterian’s Newest Offering Gives Marketers More “Control”
12/8/2008 That’s PRiMe!
12/8/2008 Select International Empowers Organizations Who Seek Top Sales Talent with the Introduction of Select SalesPro®
12/8/2008 Orion Calltech to train on award-winning Drishti Call Center Software
12/8/2008 Alterian and Unisys Partner To Deliver Industry’s First Marketing Automation Appliance
12/5/2008 New Release of Loquendo VoxNauta VoiceXML..CCXML Platform
12/4/2008 Infogain Expands Operations to the UK and Middle East
12/4/2008 COMPLEAT LAUNCHES CHANNEL PROGRAMME TO TARGET E-PROCUREMENT MID-MARKET
12/4/2008 nGenera Achieves Third Quarter Growth with Talisma CIM Products
12/4/2008 New study by Freeform Dynamics highlights barriers to widespread adoption of effective customer retention strategies for mobile operators
12/4/2008 Layoffs, see-saw markets, and distracted employees challenge managers, but past recessions offer important lessons on how to lead
12/3/2008 Contact Center Veteran Wes Hayden Joins LiveOps
12/3/2008 eVergance and Confirmit Partner to Deliver Best-of-breed Enterprise Feedback Management
12/3/2008 Verint Systems’ Audiolog Solution Receives Avaya DevConnect Compliant Award
12/3/2008 CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: Service excellence is sustained when value is created for shareholders, employees, and consumers. Now what?
12/3/2008 LLE® Launches New Website Promoting Over-the-Phone Interpretation, Translation, and Language Testing Services
12/2/2008 5min Launches Web’s Largest ‘How-To’ Video Syndication Network, Reaching 110M Monthly Uniques
12/2/2008 Leadership Role Rewarded, as Robinson & Maites Promotes Ryan Jarol to Vice President
12/2/2008 Convergys Provides Relationship Management Support to the FDIC
12/2/2008 Brilliant Telecommunications General Manager Selected to Speak at the 40th Annual PTTI Systems and Applications Meeting
12/2/2008 New Hires help Pronexus solidify Global Leadership position
12/2/2008 Altitude Software Wins Spanish Contact Center Awards for the Second Year in a Row
12/2/2008 eQuest to Provide Worldwide Job Posting Distribution for APS-SmartSearch
12/2/2008 How to win in the credit crunch and keep customers happy
12/1/2008 Confirmit Announces Most Successful Quarter of New Business in Company History
12/1/2008 Expanding Southend contact centre business opens new facility and creates 180 jobs
12/1/2008 eTelecare Announces Agreement With Major Global Software Provider
12/1/2008 Implementation of NICE SmartCenter Expanded to Improve Customer Service for Major U.S. Electric Utility
11/28/2008 Marketing Analytics Key To Growth During Economic Slowdown
11/27/2008 IMS Choose Loquendo ASR and TTS for the iLane In-Vehicle Email Solution
11/26/2008 InVision Software Receives “Promising” Rating in Leading Analyst Firm's MarketScope for Retail Time and Labor Applications
11/26/2008 List abuse on the rise again
11/26/2008 LeaderTask 6 - convenient alternative to Outlook!
11/26/2008 Zyrist launches new Global web platform for Open Innovation, Commercialization, Co-creation and Crowdsourcing
11/25/2008 Interactive Intelligence Ranking Climbs Again Among Top 500 Global Software and Services Suppliers
11/25/2008 New suite of topic-driven workshops launched for Contact Centre Managers to spread best practice and drive improvements
11/25/2008 Mulberry Appointed as Agency of Record for ExampleMotion.com
11/25/2008 TelcoBridges Names Danny Paul Blouin New VP of Marketing
11/25/2008 Holiday Shoppers Will Rely on Loyalty Program Rewards This Year, But More Men than Women Miss the Deals According to New Survey by Ipsos Public Affairs and SoundBite Communications
11/25/2008 New Enlighten Engagement Manager Brings Brand Passion and International Perspective
11/24/2008 Interactive Intelligence Adds SMS to All-in-One Multi-Channel Contact Center Software Suite
11/24/2008 Epsilon Survey Shows Chief Marketing Officers of Leading U.S. Brands Haven’t “Friended” Social Networking Sites
11/24/2008 EyeWonder and Akamai Team on First In-Stream Ads Over Microsoft Silverlight for New York Magazine Interactive Campaign
11/24/2008 Media Logic Named ‘One of the Best Places to Work’ by The Business Review
11/21/2008 Marketers Urged to Market Smarter In 2009
11/21/2008 NTN Buzztime, Inc. Announces Management and Board Changes
11/21/2008 One to One Interactive Receives 2 MITX Awards for Comcast
11/20/2008 NEW NATIONAL BOUTIQUE SOCIAL NETWORK CONNECTS MEDIA WITH FEMALE ENTREPRENEURS
11/20/2008 North American retailers underperforming in customer service through electronic channels
11/20/2008 Survey Pain Relief: Transforming Customer Insights into Action
11/20/2008 Merced Systems, Inc. Announces the Release of Merced Performance Suite Version 3.5
11/20/2008 CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: Long-term Competitive Viability is Undermined by an Out-of-Balance Customer Service Strategy. Now what?
11/19/2008 Marketing Outcomes Launches Advanced Workshops for Selling in a Down Economy
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