Americans are more impatient than the rest of the world with CSRs; first call-resolution rates and personalizing experiences are important.
Daily News,
Posted 30 Nov 2005
SOX-compliance spending in 2006, as in 2005, is expected to hit the $6 billion mark; dissimilarities appear in how spending will be segmented.
Daily News,
Posted 29 Nov 2005
LivePerson launches version 7.5 of its hosted enterprise CRM solution; Ellison agrees to settle the insider trading lawsuit; Knova has a new vice president; and more.
Daily News,
Posted 29 Nov 2005
The company's latest messaging and collaboration solution is hosted for SMBs; Magneto push technology and new features up the mobile device ante.
Daily News,
Posted 29 Nov 2005
The CCM solutions provider has added enhancements to its flagship product to advance worldwide implementation.
Daily News,
Posted 28 Nov 2005
The market is expected to outstrip the growth rates of traditional CRM, with the U.S. market faring substantially stronger than its European counterpart.
Daily News,
Posted 28 Nov 2005
More companies are considering business process outsourcing, but deal sizes are dwindling.
Daily News,
Posted 25 Nov 2005
Web merchants are offering ways to lure in customers as online retail sales are expected to jump 25 percent this holiday season.
Daily News,
Posted 25 Nov 2005
Sage CRM SalesLogix is listed as a leader in both the midmarket and small business categories; analyst says this market will continue to merge its deployment models.
Daily News,
Posted 23 Nov 2005
More companies are expected to eliminate monthly fees to attract more online bill payers as gen Xers and Yers drive the growth of Internet banking.
Daily News,
Posted 23 Nov 2005
Asia-Pacific airlines outdo their NA counterparts in customer service, but these carriers must manage their sites better to grow.
Daily News,
Posted 22 Nov 2005
Five9 cuts phone costs with product enhancements; Knowlagent announces the latest version of its flagship products; and more.
Daily News,
Posted 22 Nov 2005
Consolidation continues as SAP strengthens its position in retail, finance, and consumer goods with the purchase of the demand management software developer.
Daily News,
Posted 22 Nov 2005
Companies must have the 'insight, vision, and audacity' to gauge workers' feelings, a loyalty report researcher says, to help avoid eroding customer relationships and churn.
Daily News,
Posted 21 Nov 2005
Voice-embedded IT applications have the potential to save organizations up to 30 percent on telephone outlay, according to a new report.
Daily News,
Posted 21 Nov 2005
The move is seen by industry analysts as a smart IVR play, but some say Nortel and Avaya remain the big fish.
Daily News,
Posted 18 Nov 2005
Salesforce reports a record third quarter; RightNow offers Siebel users an alternative; and more.
Daily News,
Posted 18 Nov 2005
IPT analysts feel strong industry growth in a short period of time is a sign that this technology is becoming mainstream.
Daily News,
Posted 17 Nov 2005
Integrations with Google, PayPal, and UPS enhance the ability to serve online businesses; shopping cart closure and multichannel selling bring relevance to Web shoppers.
Daily News,
Posted 17 Nov 2005
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