If shopping carts are being abandoned on your Web site due to poor on-the-spot customer service, check out LivePerson Inc., a New York-based online customer-service solution provider. LivePerson will ...

With its Automated Service Agent platform Microsoft is looking to change the face of Web-based customer service by providing more intuitive interaction between online merchants and people doing ...

When Web-based self-service is good, it’s really good. Customer satisfaction soars and call center costs plummet as customers answer their own questions, enter their own credit card numbers and change ...

A technology analyst bought a house that came with a clothes dryer made by a brand-name manufacturer. The lint screen in the dryer was torn, and the analyst went to the manufacturer’s Web site to ...

Last year’s online shopping season surpassed US$29 billion in sales, up a full 20 percent from the previous holiday. More consumers did their shopping online than any holiday season before, due to the ...

Avaya is rolling out two new industry-specific applications at the National Retail Federation’s annual trade show on Monday. One, Avaya Video Assist, leverages the company’s contact center expertise.

Working in the Internet industry today is no cakewalk, but that’s not deterring Charles V. Callahan, who has been named president and CEO of PeopleSupport Inc., a 3-year-old Web-based customer service ...