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August 13, 2008

Case Studies
Even Contact Centers Have Room for Improvement
France's Groupe b2s boosts productivity with Altitude Software.
CRM Featured Articles
BT Snaps Up Ribbit for $105 Million
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
SAS Institute Gets Some Bright IDeaS
The analytics and statistical analysis powerhouse acquires an on-demand price optimization vendor -- and builds a new practice around it.
Perpetuating a Complete Agent Life Cycle
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
The Power of Foresight: Top Companies Use Predictive Analytics
Better customer information leads to higher retention rates.
Consumers to Marketers: Get Real
eTail East '08: Consumers just want to buy from someone they can relate to.
Magazine Features
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
Pint of View
There's a Sucker Born Every Minute
The one from my birth-minute is no mystery.
From Meltdown to Breakout
The financial services industry overhauls its customer service.
Why Would You Not Optimize?
The case for performing marketing optimization.

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