New features include agent scheduling, forecasting, messaging, real-time chat, reporting and routing. Siemens has added a range of electronic services to its CRM products. The Siemens ResumeRouting CRM platform now combines the Siemens Xpressions...
Call me lucky, but the customer service agents I've spoken to have always been knowledgeable without being condescending. On one occasion, when I asked about transferring old emails, accounts and so on to blueyonder an agent said: "Why would you...
Enterprise software maker BMC Software has announced plans to acquire Marimba in an all-cash deal. BMC will pay $8.25 per share, or a total of approximately $240m, for the software company. The company will be integrated into BMC's Remedy business...
It also means [call centres] can divert agents' attention into queries that require a bit more intelligence. With news that machines are taking over from humans in answering customers' questions, call centre agents might be feeling a little...
A PC will give systems management tools a certain amount of information back through the Windows management instrumentation (WMI) built into Windows, says David Solin, R&D solutions architect within the CTO's office at software vendor BMC.
To manage software licences, some organisations have invested in software asset management (SAM) tools from companies such as BMC Software, CA, HP and IBM. Products such as Acresso's FLEXnet Compliance Monitor use a non-intrusive agent to collect...