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Articles: Channel Management
North American contact centers trail their counterparts throughout the world when it comes to areas like average wait times, establishing SLAs, and crafting business continuity plans.
Salesforce.com's Spring '07 release features AppSpace, a veritable on-demand lovechild of MySpace and AppExchange for the business user.
Small and medium businesses are quick adopters of Web 2.0, fueled by cost and performance pressures, according to a new study from AMI.
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
The customer experience management specialist delivers the latest version of TeaLeaf CX and a new application to go with it, intended to give real-time insight about transactions to e-businesses.
Business Problem: A company can't determine which Web-site factors either drive conversion rates or detract from a customer's experience.
Server management solutions provider DirectNet turns to Green Beacon to reduce the sales force's resistance to working together.
With the merger complete, the two BPO powerhouses announce new unified branding and a refreshed approach to the industry.
The Philadelphia Eagles and Baltimore Ravens have turned to Epic Cycle to personalize their Web sites.
With the release of its Marketing and Sales Effectiveness Suite, the company attempts to facilitate clear communication between marketing and sales.
The company announces the public availability of its community platform that helps marketers to make social networking mean more than mere viral efforts.
While overall satisfaction with e-commerce continues its upsurge, the online travel industry is feeling the competitive pressure from airline and hotel sites, and travel search engines.
The business optimization vendor reveals signed plans to acquire behavioral targeting company Touch Clarity, and launches the Discover 2 customer analytics application.
The company releases enhancements to its e-commerce engine, with improvements that are tailored for a potentially untapped midmarket, according to one analyst.
Magic Quadrant for E-Commerce '06: ATG and IBM WebSphere Commerce top the new quadrant, an examination of vendors delivering B2B and B2C e-commerce offerings.
Two years after first acquiring voice technology, the company integrates it into outbound processes and reveals an e-service trend.
The Kentucky Derby host spurs its Web site's content delivery to gallop into the winner's circle.
Amdocs unveils version 7 of its CRM suite, a solution designed to enable service providers to deliver an improved customer experience in the ever-converging world of communications.
A new report finds that as advertisers' interest in mobile marketing increases, carriers must find a way to increase mobile advertising while keeping customer trust.
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