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June 11, 2008
CRM Featured Articles
Intervoice Looks to Break Contact Center Silos
The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel.
RightNow Starts Flipping Through Channels
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
Oracle Scores Twice in Gartner's Field Service Magic Quadrant
Siebel and the Oracle E-Business Suite are ranked in a recent Gartner Magic Quadrant; ClickSoftware and TOA Technologies are visionaries.
How Can I Help You Today?
The importance of customer experience in an economic downturn.
Is SaaS Ready for Its Contact Center Close-up?
Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers
The Risky Risk Business
PGAC assures better -- and more effective -- service with Upstream Works.