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October 31, 2011

Case Studies
Aetna Members Get Ann-swers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
The Doctor Gets a Social Prescription
YouBeauty enlists Extole to launch a social media campaign
CRM Featured Articles
SAP Updates Business One Package
Newest version includes improved campaign management and material requirements planning.
Emailvision Releases Campaign Commander Enterprise Edition
The new software combines customer intelligence with email, mobile, and social media campaign management.
SAS Adds to Conversation Center Capabilities
New features make customer engagements via Twitter even easier.
RightNow Releases CX for Twitter
The new service from RightNow expands the capability of the Twitter platform to provide immediate customer service to Twitter users.
Coveo Launches New Multichannel Text Analytics Software
The upgrade includes connectors to Twitter and JIRA, multi-role administration, and additional language support.

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