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Dictaphone introduced the ContactPoint Trainer module; DemandTec launched DemandTec 4; KANA released KANA Response Live, a module for Web collaboration, online chat, and cobrowsing; and more.
The pairing integrates White Pajama's contact center and telephony functionality with Salesforce.com's on-demand CRM services.
Depending on industry, such items as terms of delivery, service, and payment can account for more than half of margins.
According to research firm Datamonitor, in 2003 call centers worldwide spent nearly $700 million on workforce optimization systems. Based on vendor projections and other industry factors, Datamonitor expects that figure to rise to $1.2 billion by 2008.
The lackluster performance of sales managers prompted 43 percent of respondents to say that their managers need better sales management skills.
The CDC Software takeover of Pivotal was completed on Wednesday; just 9 percent of U.K. firms believe they are fully able to monitor their business processes and be alerted to issues as they occur in real time; Willie Doyle has been named vice president of applications development at Walker Information; and more.
There are two kinds of human needs: extrinsic and intrinsic. Extrinsic needs are things like money and incentive programs, but what many organizations lack is the ability to satisfy an agent's intrinsic need, such as appreciation.
By merging all data into a single system, rather than maintaining separate outlets, enterprises are exposing themselves to greater risks of fraud and theft than ever before.
Harte-Hanks's report examined 2,626 B2B permission-based email campaigns--more than 17 million messages--in the telecommunications and high-tech markets.
WebSideStory launched HBX, a new on-demand Web-analytics tool; Salesnet has enhanced its user interface (UI), an initiative designed to provide a cleaner appearance, increased customization, and faster access to all areas of Salesnet; and more.
Although 78 percent of respondents to the Forrester Research survey have access to the Internet, only 36 percent have enrolled for online credit card account access.
Gartner estimates that Best Software has amassed 25 percent of the worldwide CRM market in the small business space, besting companies like FrontRange and Salesforce.com, which are vying for the same space.
According to a new report by AMI-Partners, small- and medium-business (SMB) spending on IT security reached $1.8 billion in the United States in 2003.
Based on its recent report, "Predictions for Outsourcing in 2004," Gartner now estimates the number of enterprises overall that enter into new outsourcing relationships will increase by 30 percent in 2004.
Verity announced that it has entered into a definitive agreement to acquire the intellectual property, certain customer agreements, and other strategic assets of NativeMinds; ACCPAC International announced the availability of more than 50 add-on applications; Tellabs selected Salesnet's CRM solution; and more.
Siebel Systems continues to reign as the leader of Gartner's Magic Quadrant for CRM Sales Suite Vendors.
Organizations are shifting their investments from internal applications to outward-facing applications.
ACCPAC has announced a major upgrade to its ACCPACcrm.com; Chordiant has announced the Chordiant 5 Rules Designer and the Chordiant 5 Rules Server; and SupportSoft has made available the latest version of its Request, Resolve and Notify (RNN) software.
The big winners were Best Software's SalesLogix, Onyx Software, and Salesforce.com.
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