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May 06, 2015

CRM Across the Wire
Microsoft Updates Parature With New Engagement Functions and Deeper Search Capabilities
In the second wave of major updates this year, Microsoft furthers its integration of Parature products. (Featured on SmartCustomerService.com.)
AgilOne Releases Marketing Spend Optimization
New AgilOne integration with Google Analytics enables marketers to see which campaigns and keywords bring the most profit and customer lifetime value.
TCN Launches Competitive Analytics
Competitive Analytics is a fully integrated business intelligence analytics solution for its cloud-based call center platform.
Jabra Releases New Headsets and On-Demand Option
A new emphasis on services designed for the contact center and two new premium products support Jabra's total solution philosophy.
StepOne Launches Targeted Solutions to Unify Customer Experiences
New solutions let users deliver personalized experiences that bridge offline and online in retail, product fulfillment, and customer support.
CRM Featured Articles
CallMiner Partners with SpeechPro to Separate Speakers in Call Center Recordings
CallMiner Eureka incorporates voice biometrics from SpeechPro to isolate each person's voice.
Magazine Features
Data Security Should Be in Everyone's Job Description
Protecting valuable customer information should begin in the contact center and end in the executive suite.
The Tipping Point
Tapping the Switching Economy
Three tips for keeping customers from straying.
The Downside of Automated Responses
Responsibility and strategy are key to using this growing technology.

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