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Articles: Integration
A new desktop environment--likely "productized" from a custom tool, according to one analyst--integrates desktop applications for call center workers.
We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.
The company is using CRM to put the force back into sales force automation.
Companies that learn to recognize and avoid them can realize the long-promised benefits of increased productivity, greater customer satisfaction, and better employee satisfaction.
Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
Month 11: Dragons, snakes, and oh yeah, here comes the finish line.
Microsoft and SAP's first joint product will link a new platform to Microsoft Office applications; analysts say it's nothing new.
Channel management and communications merge in the partners' new single-click integration.
The vendor's new site allows developers to share ideas, and helps customers and partners understand the company's on-demand CRM platform.
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
A commitment to matching your support infrastructure with your revenue growth will make a tremendous positive impact.
IBM looks to expand its reach into the data integration space, with plans to fatten its BI and data management functionality.
Best-in-class companies are migrating to profit centers by reorganizing their contact centers to handle cross-selling and upselling opportunities.
Month 9: Recognition programs offset the tedium of data integration work.
How to maximize the integration of your Web-based CRM and labor management systems.
Siebel's group vice president focuses his DCI keynote address on best practices for valuable analytic data.
New Amdocs 6 product, services, and strategic partnership are targeted for telecommunication providers.
S1 aims to transform financial call centers into relationship centers.
Email is becoming an integral part of CRM solutions, collaboration suites, knowledge management solutions, and BI applications, forcing generic-email system vendors to develop flexible solutions.
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