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February 17, 2014

Case Studies
IVR Is the Right Prescription for a Native American Health System
Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.
CRM Across the Wire
Matrix Solutions Releases Sales Intelligence Module
The Sales Intelligence Module, part of Matrix's Matrix Premium product, offers a 360-degree view of the sales organization.
Vocalcom Partners with TapCrowd for Mobile Apps
Vocalcom Mobile connects customers with self-service and customer support through their mobile devices.
Alcatel-Lucent Introduces Cloud-Based Unified Communications Solutions
Voice Inbound Contact Center is part of Alcatel-Lucent's new cloud-based enterprise offerings.
Mitel Releases MiContact Center 7.0
New MiContact Center 7.0 features new mobile chat and multichannel self-service options.
SAS Will Soon Release Big Data Analytics for Hadoop
SAS In-Memory Statistics for Hadoop will speed big data analytics.
CRM Featured Articles
People, Not Metrics, Are the Key to Successful Contact Centers
When it comes to contact center failures, technology may be the least of your problems. (Featured on SmartCustomerService.com.)
JasperSoft Expands Data Connections for Embedded Analytics
Users can speed up analysis by accessing their data directly or with data virtualization.
Making the Most of Shared Services Centers
Move beyond cost reduction to a strategic partnership.
Game the System: Three Ways Gamification Can Improve Agent Performance
Gamification techniques can be applied to motivate contact center staff. (Featured on SmartCustomerService.com.)
Voice of the Customer
Drive CX Initiatives with Journey Mapping
Gain a fresh perspective by understanding the paths your customers take.

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