Customer Support
440 Stories
Cloud, consumers give Skype enterprise boost
News Cloud computing revolution and consumers driving IT adoption provide opportunity for VoIP player to shake off non-enterprise grade label, says Asia-Pacific exec.
Tags: Skype Technologies S.A., Phone, Small And Medium Enterprise, IP, Cloud Computing, Small And Medium Business, telephony, customer service, SIP, online application
User community growing influence on business
News As social networks play increasingly important role in a company's growth strategy, so will their impact on how business policies are formed, say experts.
Tags: Web sites, Web 2.0, Privacy, Customer support, Best strategies, User Community, Social Media, Privacy Policy, Terms Of Service, business strategy
Smaller APAC telcos innovate to compete
News Tier two and three mobile operators in Asia-Pacific bank on innovative services to grow, says market player, who adds Singapore telcos can do more.
Tags: Customer support, Convergys Corp., Hutchison, Operator, BSS, Asia-Pacific, Singapore, Indonesia, billing, average revenue per user
Google tries its own take on customer service
News Not surprisingly, the search giant thinks automation and innovation are important. But as CEO Eric Schmidt says, everyone wants to wring a neck when things go wrong.
Tags: Customer support, Software-as-a-service (SaaS), Services, Google Inc., Phone, sales team, Customer support, Services, Software-as-a-service (SaaS), Sales
Customer support, the new sales force
News During downturn, support agents' expertise at satisfying customers can also be tapped to generate sales leads, says service operations head.
Tags: Customer support, Support, Training, Asia-Pacific, Sales, Customer, agent, sales force, customer service, call-center
Accenture to acquire Nokia's Symbian service experts
News About 165 people will be transferred to Accenture as a result of the deal for Nokia's Symbian Professional Services unit.
Tags: Symbian, Customer support, Acquisitions, Smart Phone, Accenture Ltd., operating system, Symbian Inc., Symbian OS, phone, professional services
Google launches App Engine dashboard
News The new dashboard marks the latest move by a cloud provider to improve transparency in the event of an outage.
Tags: Search, Content management, Customer support, Google Inc., CPU, bandwidth usage, Dashboard, billing, ZDNet, blog
IDC: UC moving mainstream in Asia
News The next year or two will see unified communications adoption among mainstream enterprise users outpace today's adoption by cutting-edge users.
Tags: Remote management, VoIP/IP telephony, Customer support, Telecommuting, Asia, International Data Corp., Video Conferencing, Survey, Asia-Pacific, Tool
Pacnet centers call operations in M'sia
News Internet communications provider, Pacnet, chooses Malaysia as its base for its new all-IP customer center facility, which will handle the bulk of its global call workload.
Tags: Customer support, IP, Tool, Malaysia, Pacific Internet, video IM, video instant messaging tool, Pacnet, network, Kuala Lumpur
APAC firms to tap on hosted UC in downturn
News Enterprise caution on IT spend in next two years will drive growth of hosted unified communications services in the Asia-Pacific region, predicts Frost & Sullivan.
Tags: Services, LANs and WANs, VoIP/IP telephony, Video, Customer support, Asia-Pacific, Unified Communications Service, Service, unified communications services revenue, BPR
Forrester: Vendors showing more price flexibility
News Software vendors have been obliged to be more accommodating on pricing with their customers as a result of the economic crisis, finds new study.
Tags: Business applications, Protocols and platforms, Software licensing, Customer support, Forrester Research Inc., SAP AG, software company, KPI, network, strategy
Deadline looms for end of XP, Office 2003 support
News Mainstream support for Office 2003 and Windows XP will end Apr. 14, with maintenance available only to users who have signed up for extended support.
Tags: Microsoft Windows, Customer support, Microsoft Corp., Microsoft Windows Vista, Butler Group, Microsoft Office 2003, Microsoft Windows 7, Microsoft Office 2007, patch management, Microsoft Windows XP
Call centers becoming less client-driven?
News update Contact centers have, in the past decade, made "minimal progress" in being customer-focused, a new global study reveals.
Tags: Customer resource management (CRM), Customer support, Contact Center, IT Services, India, CRM, Philippines, phone, Oracle Corp., fax
Ultra-low-cost XP support not fully determined
News Owners of ultra-low-cost PCs running on Windows XP may not be able to go to their device makers for support after OS availability ends in 2010.
Tags: Windows XP, Notebooks and tablets, Customer support, Microsoft Corp., Steve Ballmer, software company, operating system, ASUS, software, Microsoft Windows XP Home Edition
Salesforce: Software is hand-to-hand combat
News Company wants the world to take up its software-as-a-service model, and company president Marc Benioff says he will "change the consciousness of the industry" to do it.
Tags: Business applications, Customer support, Best strategies, Sales force management, Marc Benioff, Server, PaaS, performance, software, journalist
