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Articles: Technology
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
As Oracle extends the allegations over the SAP subsidiary's illegal downloading, the German juggernaut faces an uprising over its plan to increase maintenance costs.
Business Problem: Subpar email response forces unhappy customers to live agents.
Some recent tweets about CRM software.
On The Scene: Gartner AADI & Gartner Enterprise Architecture -- Now's the time to decide upon a business process platform.
CRM is all over this year's awards for programming excellence.
A three-phase approach to reaching social media maturity.
A $23 million dollar deal joins the two technology and market research firms.
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Social computing meets business value.
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
In a growing trend across all verticals, the latest Yankee Group study finds 50 percent of service providers cannot explain what the customer experience should be.
What can we learn from how candidates are using SMS messaging?
Influencing an influential audience.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
The economic downturn pushes spending away from traditional advertising to more accountable online media.
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