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Articles: Customer Service/Call Centers
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
Internet Week NY '10 / Conversational Marketing Summit '10: Speakers from Twitter, Google, Moxie Interactive, and Starbucks reveal new ways to connect with customers.
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Transform CRM to recognize the power of self-organizing groups.
Making conversations the center of innovation and business strategy.
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Tips for eavesdropping on social media conversations.
A Forrester Research analyst reveals how Web analytics can produce better customer intelligence.
The enterprise feedback management vendor's Engage 7 adds social media to its toolbox of surveying options, unveils a new interface, and introduces text analysis.
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
RightNow Technologies announces the release of RightNow Mobile, increasing customer interaction via smartphones, tablets, game consoles, and GPS systems.
It's a matter of technology and numbers.
SapphireNow '10: SAP's co-CEOs deliver back-to-back keynote addresses celebrating not only their first 100 days at the helm, but also the general availability of on-demand offering Business ByDesign 2.5 — two months from now.
The deal, reportedly for more than $20 million, allows Lithium to add social media monitoring to its extensive list of capabilities.
A provider of contact center solutions implements CRM to eliminate shelfware and to use tools the company already had in place.
Online eyewear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle
The real revolution is enabling customers to define their own interactions.
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