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March 15, 2010

CRM Featured Articles

The Gartner Magic Quadrant for Contact Center Infrastructure Gets Rebuilt

Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.


Bundling Up from Within

Amid pricing shifts and technological innovation, the sector's own operations may help repair a disconnected customer experience.


Re:Tooling — Email Management: You've Got Mail

Despite fits and starts, many still believe email management solutions can deliver on their promise.

The Tipping Point

The Social Customer Economy

How to use Twitter for customer service interactions.