CRM Magazine: March 2010
Magazine Features
Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier.
In a fragmented Web content management field, Clickability's on-demand solution is delivering results in unexpected places.
Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled.
Communispace does a nifty two-step, providing clients with private communities and then helping to glean information from participants.
LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents.
Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center.
RightNow Technologies is helping Drugstore.com get better at making its customers look good.
Enterasys Networks wants a relationship, not just efficiency—and Salesforce.com helps deliver both.
With an online environment designed by Helpstream, Infusionsoft's own customers are able to provide community-based support.
A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for.
Thanks to Virtual Hold Technology, Southwest Airlines' passengers have the choice to hang on or hang up.
Front Office
Reality Check
Customers can get support from a variety of sources. They only get service from you.
Customer Centricity
Consolidation can benefit customers and companies alike.
The Tipping Point
How to use Twitter for customer service interactions.
Pint of View
Are betting pools the office worker's lottery ticket, or a security blanket?
Mergers and acquisitions ramp up at the start of the new year as vendors expand roadmaps and look for ways to fulfill promises.
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
The technology analysis industry has seen as much upheaval lately as the sector it covers.
At least one analyst firm saw consolidation as an opportunity for creative recruiting.
Amid pricing shifts and technological innovation, the sector's own operations may help repair a disconnected customer experience.
Analysts are an opinionated bunch—especially in the Twittersphere.
Despite fits and starts, many still believe email management solutions can deliver on their promise.

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