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The company releases a wireless SFA product based on new smart-client technology, not a Web browser, and upgrades its hosted suite.
Broadcasters need new approaches to content delivery as media territories transform, a recent study finds.
The software giant acquires Telephony@Work for its IP-based technology, a move that might represent a shift within the call center industry, according to one analyst.
Worldwide, CRM software realized about 14 percent growth in 2005; drivers include consolidation, vertical market solutions growth, and midmarket growth.
A new family of Microsoft solutions promises to make the integration between the software company's desktop offerings and enterprise solutions more seamless and cost-effective.
Payment calculators and software applications that help shoppers decide what type of loan is best for their needs are key to converting prospects to applicants.
The company's latest voice apps can ID callers and provide agents with information; one analyst says that integrating its CRM capabilities with customers' premise-based phone tools "will continue to be a challenge."
Twenty-three of the 30 top-ranked offshore providers are located there; neighbors in the hemisphere are beginning to make progress in the industry.
The acquisitions will signal further growth for the Cisco communications system and shore up product integration for its customers.
Web-only merchants outperform multichannel marketers in online customer satisfaction, according to a new study from ForeSee and FGI.
U.S. households are increasingly subscribing to bundled services from telcos and cable providers; IDC sees the market doubling by 2010.
New data management solutions and best practices will spur enterprises to switch from simple data warehouses to reactive CDI data marts.
Big Blue becomes the first vendor to land in the leaders circle of a CDI hub quadrant, but must improve its ability to execute.
IEX's first product release since NICE acquired the company is designed to meet scheduling requirements and represents the continuing move towards workforce optimization.
A holding company wins the bid, and will take the company private; CDC loses out on the chance to acquire its CRM competitor.
Virtual Management announces the integration of Electronic Virtual Assistant into Outlook, enabling users to call in voice information to the Microsoft platform.
Several African nations show good potential for call center development and growth; Botswana, Ghana, Morocco, and Tunisia will all start to compete for agent positions.
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
Web search-and-navigation experience capacity is not matching customer needs, which can lead to mediocre revenues and reduced customer loyalty.
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