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May 14, 2012

Case Studies
Vermont Gets a Boost in Organ Donor Registrants
Social Life helps state harness the power of social media.
CRM Featured Articles
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite
Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements.
Sybase 365 Launches Updated Business Intelligence Service for Mobile Operators
Offering includes enhanced reporting features, analytics, and new segmenting capabilities
Zoho Introduces Facebook, Twitter Support Connectivity
Users can convert tweets, posts into support tickets and set escalation alerts
Verizon and VHT Help Organizations Dial Down Hold Times
Joint Voice Call Back offering promises to improve the customer experience.
Reality Check
Giving a Voice to the Contact Center
With their direct access to customers, service departments can offer valuable strategy insights.
Build Relationships Through Proactive Support
Supporting connected customers has never been more important.

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