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Oracle Updates Service Cloud to Optimize Collaborative Interactions
New features aim to help service agents better understand the customer's journey and streamline cooperative processes.
Verint: Customer Service Woes Start in the Back Office, Not on the Front Lines
You may be laser-focused on the front lines when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees? (Featured on SmartCustomerService.com.)
GoDaddy Pulls Controversial Super Bowl Ad
Following staunch criticism from animal activists, GoDaddy has replaced its puppy-centered content.
CSI Integrates Workforce Optimization into 3CLogic's Contact Cloud Solution
The two companies' combined efforts will enhance customer experience within the cloud contact platform.

Viewpoints (Web Exclusives)
Six steps to address this costly challenge.
Customers expect ease, not delight.
Choose a model that fits your business.
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CRM Magazine, January 2015
Where Does CRM Go from Here?
We ask the experts where the industry is headed in the new year.
Is Hadoop Worth the Hype?
Despite slow early adoption, the big data behemoth is here to stay.
In Customer Service, It's More Efficient to Be Effective
Rushing customers off the phone might cut costs, but ignores the potential for greater value.
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