The Telecommunications Industry Association, in conjunction with Wilkofsky Gruin Associates, has released its 2004 Telecommunications Market Review and Forecast.
Daily News,
Posted 12 Apr 2004
Consumers are much less likely to buy a company's products if they have a poor call center experience when calling for assistance, according to a study released today by Portland Research Group.
Daily News,
Posted 12 Apr 2004
NetSuite announced a 99.5 percent guaranteed availability of its Web-based applications; Dendrite has completed its acquisition of Medical Data Management; Dan Springer has joined Responsys as its CEO; and more.
Daily News,
Posted 09 Apr 2004
Onyx Software aims to enhance its suite by acquiring BPM technology
Daily News,
Posted 09 Apr 2004
A new global study by KnowledgeStorm and The AlignIT Group reveals that while offshore call centers and contract programming continue to provide positive returns for many businesses, many other industries are seeing only mixed results from offshoring efforts.
Daily News,
Posted 08 Apr 2004
IBM has unveiled its plan to acquire Daksh e-Services, India's third-largest business process outsourcing (BPO) services firm.
Daily News,
Posted 08 Apr 2004
eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.
Daily News,
Posted 07 Apr 2004
The billing and customer care market is nearing the end of its consolidation cycle, and the handful of players still standing are likely to begin looking to expand horizontally into other areas, according to a new research note by The Yankee Group.
Daily News,
Posted 07 Apr 2004
Despite billions in CRM investment, financial institutions still need to ensure that their self-service experience differentiates them enough to be a tool for customer retention.
Daily News,
Posted 06 Apr 2004
Blue Pumpkin's latest suite upgrade adds benchmarking, forecasting, and incentive management capabilities to merge performance optimization with workforce management.
Daily News,
Posted 06 Apr 2004
Siebel's new analytic offering for the pharma industry allows for offline remote analysis of customer data.
Daily News,
Posted 05 Apr 2004
MapQuest provides new telephone access to its services; retail industry analyst Paula Rosenblum joins Aberdeen Group; Phoenix Technologies implements Salesforce.com; and more.
Daily News,
Posted 02 Apr 2004
Yahoo!'s Tim Sanders reveals the three building blocks needed to create valuable customer relationships: customer experience, knowledge, and compassion.
Daily News,
Posted 01 Apr 2004
Capital One Terminates Indian Call Center Relationship after Wipro Spectramind discovered agents' unethical business practices.
Daily News,
Posted 01 Apr 2004
The flagship chapter of CRMA changes to practitioner-focused model; national association implements CRM system.
Daily News,
Posted 01 Apr 2004
SAS Institute has unveiled SAS9 Intelligence Platform, its biggest product launch to date, uses grid computing and multithreading technology capabilities to increase speed, reliability, and scalability.
Daily News,
Posted 31 Mar 2004
Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.
Daily News,
Posted 31 Mar 2004
Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
Daily News,
Posted 30 Mar 2004
New Aberdeen CEO Jamie Bedard's strategy has aimed the company away from technology vendor-driven research.
Daily News,
Posted 29 Mar 2004
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