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The Telecommunications Industry Association, in conjunction with Wilkofsky Gruin Associates, has released its 2004 Telecommunications Market Review and Forecast.
Consumers are much less likely to buy a company's products if they have a poor call center experience when calling for assistance, according to a study released today by Portland Research Group.
NetSuite announced a 99.5 percent guaranteed availability of its Web-based applications; Dendrite has completed its acquisition of Medical Data Management; Dan Springer has joined Responsys as its CEO; and more.
Onyx Software aims to enhance its suite by acquiring BPM technology
A new global study by KnowledgeStorm and The AlignIT Group reveals that while offshore call centers and contract programming continue to provide positive returns for many businesses, many other industries are seeing only mixed results from offshoring efforts.
IBM has unveiled its plan to acquire Daksh e-Services, India's third-largest business process outsourcing (BPO) services firm.
eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.
The billing and customer care market is nearing the end of its consolidation cycle, and the handful of players still standing are likely to begin looking to expand horizontally into other areas, according to a new research note by The Yankee Group.
Despite billions in CRM investment, financial institutions still need to ensure that their self-service experience differentiates them enough to be a tool for customer retention.
Blue Pumpkin's latest suite upgrade adds benchmarking, forecasting, and incentive management capabilities to merge performance optimization with workforce management.
Siebel's new analytic offering for the pharma industry allows for offline remote analysis of customer data.
MapQuest provides new telephone access to its services; retail industry analyst Paula Rosenblum joins Aberdeen Group; Phoenix Technologies implements Salesforce.com; and more.
Yahoo!'s Tim Sanders reveals the three building blocks needed to create valuable customer relationships: customer experience, knowledge, and compassion.
Capital One Terminates Indian Call Center Relationship after Wipro Spectramind discovered agents' unethical business practices.
The flagship chapter of CRMA changes to practitioner-focused model; national association implements CRM system.
SAS Institute has unveiled SAS9 Intelligence Platform, its biggest product launch to date, uses grid computing and multithreading technology capabilities to increase speed, reliability, and scalability.
Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.
Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
New Aberdeen CEO Jamie Bedard's strategy has aimed the company away from technology vendor-driven research.
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