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Articles: Channel Management
The new release unifies the voice of the customer and analyzes agent performance across all channels of contact.
Technology choices can fuel a company's success—or cement its failure.
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
A proliferation of removable data calls for comprehensive precautions.
Expanded relationship to target the SMB market for integrated contact center solutions in the cloud.
Unified IP 7.1 includes new capability for compliance in proactive outbound outreach to mobile customers.
Despite efforts to proactively protect customer data, computer intrusions and online fraud are on the rise.
Approved products must meet criteria based on customer engagement, analytics, and more.
Very few companies list their social media sites on their "Contact Us" pages.
As social media customer service channels increase, companies can convert interactions to sales leads, product ideation, and reduced contact center costs.
Vendors partner to provide cloud-based, multichannel solution.
Next-generation platforms harness the power of the mobile phone and consumer preferences to intelligently facilitate conversations.
Unified social layer connects sales and marketing for stronger collaboration.
The partnership leads to a hosted Web chat solution that is completely integrated with Microsoft Lync.
Social data provides basis for engagement strategy.
Offering personalized and rewarding service requires up-to-date and accurate data shared across the enterprise.
Cloud-based collaboration service creates smart connections for leads and orders.
Attensity Pipeline powers real-time social media analytics and engagement.
Avaya delivers new and expanded applications for mobile, video, and social media interaction.
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