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Articles: Channel Management
Baynote's new solution automatically adapts to real-time customer needs, delivering relevant and personal experience across digital touch points.
Salesforce's new Database.com will be available across mobile devices, languages, and platforms.
Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.
As social and mobile technologies transform shopping, retailers embrace innovative strategies for using customer conversations to stay close to consumers.
A recent partnership between three software companies aims to bridge the gap between sales, marketing, and CRM.
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
Taking action on feedback collected through social media, mobile, and text analytics are at the top of the list.
Magic Quadrant for Web Content Management '10: With the mobile Web rising in importance, veterans Oracle, Open Text, and Autonomy share space with upstarts SDL, Sitecore, and FatWire.
With its latest release of Customer Process Manager, Pegasystems aims to make customer interactions more meaningful and customer feedback more actionable.
As consumers become more and more connected, even leading companies are struggling to keep up.
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
Rosetta Stone will be the first company to use Parature's new Facebook application
The provider of enterprise communications announces OpenScape Fusion Social Media.
Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
A cloud-based solution promises to eliminate contact center "whispers."
Marrying a variety of voice-of-the-customer approaches, David's Bridal tries measuring sentiment among social media-savvy brides.
UnitedHealthcare overhauls its CRM program to embrace an on-demand solution that users will actually use.
With Unica's marketing software, Sears Holdings gains some newfound customer intelligence.
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