Hosted CRM evangelist Salesforce.com Inc. began a new branding campaign this week to draw attention to its customer service support functionality, launching a new Web site at Supportforce.com and ...

Customer support has become a crowded field in enterprise technology as software vendors from Microsoft to Salesforce rush to arm organizations with tools to create one-stop service centers. The ...

The company acquires InStranet, a call center software provider, and plans a new offering for its software-as-a-service platform. Mike Ricciuti joined CNET in 1996. He is now CNET News' Boston-based ...

InStranet's knowledge-base management software can improve call-center and self-service portal performance by reflecting an end-user's particular context On-demand CRM (customer relationship ...

Learn from a call center operations manager how his company uses Transera's Call Center App for Salesforce, a complete voice contact center inside of Salesforce CRM, to raise customer satisfaction, ...

Cisco Systems and Salesforce.com announced the availability of Cisco Unified CallConnector for Salesforce.com, an integrated communications and CRM system intended for SMBs, remote workers, and branch ...

Millions of U.S. residents rely on personalized interactions with government for information regarding crucial services like healthcare, student loans, benefits and much more. In increasingly ...

Salesforce has sent shockwaves through the global customer experience (CX) industry after Co-founder Marc Benioff revealed that the company had cut its customer service workforce by nearly half.

As COVID-19 has forced companies to accelerate their digital transformation strategies, many have needed to make new vendor partnerships or expand existing ones to meet the rapidly changing business ...