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"Triple-play" subscriptions will shoot up 52 percent in 2007, but in the short term it will not boost the industry's profit margins.
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
The networking giant's acquisition of Latigent, a provider of contact center business intelligence software, extends the reach of its Customer Contact Business Unit.
The corporate parent of the New York Rangers says the league is skating on thin ice.
The Midwest agency beefs up its automotive CRM by uniting with another industry player.
Two venture-capital firms help launch and fund a program for companies to develop Force.com applications.
Out of a field of eight Web analytics products, the latest Forrester Wave elevates five to the top category, a sign of how confusing things are for customers.
New speech recognition approach converts audio into text to power searches of multimedia files.
Contact centers are continuing to accelerate toward a distributed, home-based staffing model, says a new report.
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
An online consumer education provider and an EFM vendor team up to help companies help their clients.
The software vendor's ERP unit unveils both a product upgrade and a technology alliance aimed at bolstering its presence among SMB manufacturers.
Spoiled by customer-centric Web sites in the private sector, visitors of e-government sites are expecting more, according to latest from ForeSee and ACSI.
British research firm The Grass Roots Group breaks into the U.S. market with a report ranking 10 American cities on customer service; Phoenix is tops, while the New York region comes in at the bottom of a closely packed list.
A review of product announcements from the Gartner conferences in Hollywood, Fla., last week.
At the Gartner MDM Summit, one analyst explains how CDI differs by industry and type of customer, and how the CDI market continues to evolve.
A series of keynote speakers at the Gartner MDM Summit outline why the time is right for master data management; Gartner reveals its 7 Building Blocks of MDM.
At Shop.org's Annual Summit, one speaker rebuts the conventional wisdom that e-commerce has peaked, and reveals the "truths" about online marketing and how to fix them.
Dreamforce '07: A summary of what's on display from Salesforce.com partners at the company's annual convention.
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