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January 12, 2009

CRM Featured Articles

Siemens Communications Looks to Break Down Silos

The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.

On-demand Content Management Sprung

The latest release by SpringCM brings affordable alternatives to traditionally cumbersome and expensive content management systems.

Few Changes in Gartner Magic Quadrant on Contact Center Infrastructure

Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.

Magazine Features

The Feedback Funnel

Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.

Viewpoints

Improving First-Contact Resolution in a Multichannel Environment

A process-based approach is key.

Customer Centricity

Neuromarketing Isn’t Marketing

Focus on the customer's heart, not his head.

Insight

The Shots Heard ’Round the World

A turbulent economy is driving some on-demand vendors to reduce fees. Is a price war looming in software-as-a-service?