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Articles: Customer Service/Call Centers
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VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Traditional approaches waste money.
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Expanding an existing partnership, the companies are expecting services-oriented architecture to help foster "seamless" customer-service integration.
Communication needs to be a two-way street.
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
A report from the CMO Council reveals that personalization is a marketing force that isn't being fully utilized -- yet.
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Economic concerns haven't had much effect on results, but it's going to take something "monumental" to push e-commerce to the next level.
AIIM '08: Analytical findings reveal certain trends when mapping out Web content management (WCM).
Teleworking is not plug-and-play.
SAP CRM 2008: As advertising budgets shift to online efforts, customer care is where the money is.
AIIM '08: With enterprise content management on the rise, users demand to have what's easy.
The CRM vendor brings a new offering --- and name --- to the marketplace.
New technologies make searching for internal documents as easy as surfing the Web. What's that got to do with CRM?
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