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August 18, 2008

Case Studies
All Lines Are Not Busy
British Telecom sees massive turnaround in its contact centers thanks to Knoa.
CRM Featured Articles
Sage Act!s on Customer Feedback
Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
Verint Looks to Impact Service
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Forrester Acquires JupiterResearch
A $23 million dollar deal joins the two technology and market research firms.
Magazine Features
Wouldja Look at That?
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
Scouting Report
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Cashing In with Noncash Rewards
Integrating CRM can breathe new life into tired incentive programs.

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