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March 15, 2010
CRM Featured Articles
The Gartner Magic Quadrant for Contact Center Infrastructure Gets Rebuilt
12 Mar 2010
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.
Insight
Bundling Up from Within
10 Mar 2010
Amid pricing shifts and technological innovation, the sector's own operations may help repair a disconnected customer experience.
Re:Tooling
Re:Tooling — Email Management: You've Got Mail
10 Mar 2010
Despite fits and starts, many still believe email management solutions can deliver on their promise.
The Tipping Point
The Social Customer Economy
10 Mar 2010
How to use Twitter for customer service interactions.