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July 18, 2012

CRM Featured Articles
Avaya Extends IP Office to the Mid-Market
New Avaya IP Office 8.1 enhances mobility, centralizes management, and adds new security options.
Actiance Integrates Socialite with Salesforce.com
Combines sales conversations and social interactions for comprehensive view of selling activity.
TelStrat Releases Engage Cloud Call Recording and WFO
Advanced WFO solution equips service providers to offer business-critical call recording and WFO capabilities to the growing list of companies seeking cloud-based services.
LivePerson Launches LP Insights
The text analytics solution pulls chat transcript data and data from email, social media, call transcripts, the Web, and more.
SAP Introduces Net Margin Analysis
New tool reveals hidden B2B expenses.
Fewer than 1 in 7 B2B Customer Relationships Are Optimal
Gallup study find the need for a shift from price-focused strategy to one of customer engagement.
The Tipping Point
Social Media Belongs in the Contact Center
When marketing works with customer service, customers and enterprise benefit
Re-evaluating Your CRM Technology
Is resistance to change holding your organization back?

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