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Articles: Technology
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Tips for eavesdropping on social media conversations.
A Forrester Research analyst reveals how Web analytics can produce better customer intelligence.
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
Sage Insights '10: Company executives convey Sage's commitment to customer experience and to uniting the brand's business solutions.
It's a matter of technology and numbers.
SapphireNow '10: SAP's co-CEOs deliver back-to-back keynote addresses celebrating not only their first 100 days at the helm, but also the general availability of on-demand offering Business ByDesign 2.5 — two months from now.
SapphireNow '10: SAP executives explain the recent Sybase acquisition and set a date for the general availability of on-demand software Business ByDesign 2.5.
Magic Quadrant for Business Intelligence '10: Smaller vendors gain traction, but 75 percent of the market remains controlled by the top five vendors, with Oracle on top yet again.
The German software giant says it will now be able to offer enterprise software and next-generation business intelligence on mobile devices.
The deal, reportedly for more than $20 million, allows Lithium to add social media monitoring to its extensive list of capabilities.
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
SugarCon '10: Keynote speakers impart their wisdom to attendees, with the key message to become "a company like me" for every customer.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
SAS Global Forum 2010: The business analytics giant aims to help medium and large enterprises understand customer sentiment and respond.
SugarCon '10: With the launch of Sugar 6, the open-source CRM pioneer promises to deliver a "new generation of CRM software bred for the Web — for speed, simplicity, and interoperability."
Alterian's new product aims to simplify maintenance of Web-site content.
In the first major move since its recent restructuring, the German giant makes a play for the Enterprise 2.0 space — and beyond.
Monitor your customer service operations — and improve the customer experience — with process analytics.
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