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July 18, 2012

CRM Featured Articles

Avaya Extends IP Office to the Mid-Market

New Avaya IP Office 8.1 enhances mobility, centralizes management, and adds new security options.

Actiance Integrates Socialite with

Combines sales conversations and social interactions for comprehensive view of selling activity.

TelStrat Releases Engage Cloud Call Recording and WFO

Advanced WFO solution equips service providers to offer business-critical call recording and WFO capabilities to the growing list of companies seeking cloud-based services.

LivePerson Launches LP Insights

The text analytics solution pulls chat transcript data and data from email, social media, call transcripts, the Web, and more.

SAP Introduces Net Margin Analysis

New tool reveals hidden B2B expenses.


Re-evaluating Your CRM Technology

Is resistance to change holding your organization back?


Fewer than 1 in 7 B2B Customer Relationships Are Optimal

Gallup study find the need for a shift from price-focused strategy to one of customer engagement.

The Tipping Point

Social Media Belongs in the Contact Center

When marketing works with customer service, customers and enterprise benefit