Despite the tendency of companies in every type of industry to seek customer feedback through seemingly customer-centric surveys, the state of the customer experience and of the relationship between companies and customers remains tenuous. Companies continually fail...

Call centre queues are getting longer, according to new research from Netcall. The report analysed a sample of over 2 million queued calls across seven industry sectors in the first six months of 2006. On average, callers at busy periods had to wait just over 12...

Avaya announced that Garry K. McGuire will retire as chief financial officer and senior vice president, corporate development on December 31, 2006. McGuire will continue in a senior advisory role with Avaya through March 30, 2007. The company has engaged the CFO...

Alcatel has been selected by Maroc Connect, a Moroccan supplier of fixed and mobile telecommunications services, for the deployment of a next-generation network (NGN). The first phase of this agreement, which is worth more than 25 million euros, foresees a network...

Nokia announced collaboration with Orange to facilitate device customization and strengthen the role of S60 devices in Orange's device portfolio. The focus of the collaboration is to create an Orange specific software package to complement S60 software on Symbian OS...