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Articles: Channel Management
The app matches inbound customer queries to relevant resolutions across multiple knowledge bases in the service cloud.
To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated
Why old-school advertising delivers the wrong message
IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products
Investments in monitoring social media rise but still lag customers' use of it
Smartphone trends demonstrate the need for an innovative strategy
SaaS revenue will surpass $21 billion by 2015
Early adopters must build trust and community
Engaging customers in personalized dialogue replaces pushing messages through mass media
The addition of an online help desk app expands Zoho's presence in the Google Apps Marketplace.
Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
The solution reduces help-desk ticket escalations by up to 92 percent and fuels e-commerce growth.
Prophecy adds HD audio and IPv6 and fax support while VoiceObjects brings greater scalability and ease of use.
Novauris large-vocabulary speech recognition technology enables SpeechCycle to offer new speech capabilities through LevelOne Agents solution.
VoltDelta's virtual contact center infrastructure is now integrated with RightNow CX Desktops
Partnership with VML completes OpenText's digital roadmap for creative design, social business, and mobile communications.
Updates ease collaboration across the enterprise and beyond.
New features in SmarterTrack 7.x create seamless experience across all media.
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