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Articles: Telecommunications
Technology investments designed to empower agents may actually complicate access to required data.
Three CRM vendors have released applications for mobile devices in recent days. What's the payoff for the sales representative?
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
Keeping your customers from breaking up with you.
"Triple-play" subscriptions will shoot up 52 percent in 2007, but in the short term it will not boost the industry's profit margins.
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
Does your company rely on smartphones?
Three free trials lead to another dulcet-toned Salesforce.com deployment.
Three keys to implementing Internet Protocol call recording into the contact center.
By sending exhaustively detailed iPhone bills, service provider AT&T could be trying to head off expensive customer-care calls.
Contact center consolidation, voice portals, hosted contact centers, and unified communications are driving much of the movement.
And why your contact center needs it.
The June 29 release of Apple's new iPhone could be a marketer's dream come true.
Indonesia's broadband market will grow by 45 percent per year for the next five years, according to research, leading growth in the Asia-Pacific region.
With the release of Language Assessor, Nexidia aims to improve the interaction between customers and offshore agents.
As SMBs enjoy an expanding IP communications and managed services market, no dominant players have yet emerged.
Two private equity firms rather than a competitor are acquiring the company in a deal valued at about $8.2 billion; analysts see it as positive, but wonder what might have been under a rival.
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
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