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Articles: Technology
Speech-enabled interactive voice response systems now involve other customer channels.
Helping contact center managers achieve four primary goals.
That is the question. (The answer may surprise you.)
In a tight economy, companies try to cut operating expenses wherever they can.
Just because CRM deployments have spread doesn't mean they've succeeded.
Stress levels brought about by the economy are making people more combative in their everyday lives.
In a down economy, consumers are vulnerable to Internet scams, but many government and Internet retailers are still neglecting to implement preventive measures.
Analysts say the newest solution from SugarCRM allows the open-source CRM pioneer to compete directly with Salesforce.com.
Nearing the two-year anniversary of its acquisition by Microsoft, Tellme's new features look to slash costs for enterprise customer service.
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.
The company's latest release represents "a major step" forward for its contact center solutions, according to an industry pundit.
Deliver exceptional customer service through text.
Expectations are high for the new administration, and even with the first "President 2.0" in office, government Web sites are slow to change.
Social media has only just taken off, says Forrester analyst Jeremiah Owyang -- and his "Future of the Social Web" report says social networks and marketers will have to change their strategies. "Bad things will happen," he says.
With the release of Centricity 9.7, Envision Telephony extends tagging capabilities to all its customers.
Protect your existing business, especially in tough times.
In a transaction valued at $7.4 billion, Big Red scoops up the software-and-services provider after Sun's failed negotiations with IBM.
Webtrends and Radian6 are the latest vendors to partner up for companies hoping to monitor and respond to online conversations.
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