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An AMR essay draws parallels between SOA and the client/server boom; ERP vendors have control of the aggregated services in the short term.
Siebel reports preliminary third quarter results; NetSuite provides a new commission tool; Conway joins Salesforce.com's board of directors; and more.
U.S. contact center growth is being hampered by consolidation among outsourcing providers, which is expected to continue as new offshore markets emerge.
Studies and service offerings point to the need for better information herding.
IP vendors must fix quality of service, infrastructure reliability, and network security to effectively enter the price-sensitive emerging market.
SMBs are considering converged communications solutions, ranking Cisco Systems' tools number one in a recent survey.
The space is a 'growth machine' for the company, a Siebel rep says; one analyst cautions that the company has to maintain its impetus.
Permanent challenges for executive will be competition and the battle for talent; change management strategies include flexible tactics.
Deltek acquires Wind2Software; KnoahSoft releases KnoahsARK; and more.
National Customer Service Week '05: The ICSA and the CSG honor the importance and hard work of customer service and support teams worldwide.
Firms can cost-effectively check the backgrounds of companies and their guarantors with a customizable, reasonably priced tool.
Nortel realigns its organization; TuVox dives deeper into speech analytics; SER Solutions unveils a new outbound call management tool; and more.
Privacy breaches occur as often from within an organization as they do from outside it; user authentication methods can help reduce the damage.
Consolidation continues in the industry as Witness makes an impact with workforce optimization integration and Avaya helps companies with regulatory requirements.
Recent industry acquisitions have confused users about what the future holds, spurring two competitors' switch-to-us promotions.
New tools help to unite unstructured data with what already is known to glean more complete views of customers.
Leading global organizations are using a best practice for IT that advises managing personnel and strategies.
Intent-driven business strategies look at combinations of product and service delivery over a buyer's lifetime.
A Python urges the use of creativity, communication, and innovation in training; a second keynote stresses benchmarking.
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