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Articles: Financial Services/Banking
Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.
Dynamic documents extend the lifespan of your work.
Effectively managing customer experience online.
New research shows confusion among users over what unified communications really means.
New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
New research finds the market for enterprise unified messaging and voicemail systems continues to grow, particularly abroad.
A process-based approach is key.
Customer retention is one thing. Identifying the right ones to retain is another.
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
The new service offers biometrically authorized payments via phone, providing convenience and security.
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Sprint Nextel will close contact centers in response to lower demand for customer service while increasing its marketing efforts.
Gartner points to the continued evolution of software-as-a-service implementations.
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
Mastering the multi-sourced call center.
The Entellium saga continues as it files for bankruptcy protection, and competing vendors look to pick up the SMB solution provider's pieces.
New research suggests that simply cutting product costs during the recession will ultimately backfire for companies.
A survey by Coremetrics shows a general decline in e-commerce holiday-shopping results -- but several verticals saw a surprise lift.
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