Contact center survey reveals gap between corporate strategy and execution

IPscape, an Australian cloud-based provider of contact center technology, announced beta availability of Twitter in its multi-channel contact center technology solution. According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a single communication queue into the contact center. » more...

From December on, Callpoint will starting to take care of some clients from Teleperformance/extratel in Basel. The manager-owned company aims to expand its inbound service portfolio. » more...