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North American contact centers trail their counterparts throughout the world when it comes to areas like average wait times, establishing SLAs, and crafting business continuity plans.
Salesforce.com's Spring '07 release features AppSpace, a veritable on-demand lovechild of MySpace and AppExchange for the business user.
As part of the company's latest release, Nextance Proposal Management will improve the process and end result of preparing proposals.
The company expands its long-promoted speech recognition portfolio as it looks to build new voice-enabled customer service software and add speech to its Live Search engine.
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
The company will grab enteo Software, which develops PC life-cycle management and Citrix management solutions; the deal is strategically sound and a "competitive necessity," says one analyst.
Too many measurements, however, or too few mean failed CRM, according to an industry analyst at this year's BI Summit.
At day two of Convergence Microsoft deepens Dynamics' vertical investments by announcing an acquisition and a new ISV certification program to deliver industry-relevant software to customers.
The company debuts SharePoint Server 2007 along with other announcements as it begins to focus on molding the Dynamics product line into a fully integrated suite solution.
Adoption of on-demand solutions by SMBs continues to increase, but many smaller companies are still wary of the concept of software-as-a-service, according to a new study.
The on-demand sales compensation management vendor announces sales-driven analytics and more, along with a roadmap for diversified offerings.
Small and medium businesses are quick adopters of Web 2.0, fueled by cost and performance pressures, according to a new study from AMI.
The open source provider expands the number of databases it supports and adds e-commerce capabilities; it's part of the product's evolution, according to one analyst.
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with SaaS.
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
Beagle Research releases its third annual WizKid awards, which honors both big companies and niche players that have been frontrunners of innovation in the industry.
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
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