Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
Daily News,
Posted 12 Mar 2010
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
Daily News,
Posted 18 Mar 2010
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
Daily News,
Posted 18 Mar 2010
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
Daily News,
Posted 18 Mar 2010
With Jive Ideation, the social business software provider integrates idea management into its portfolio.
Daily News,
Posted 18 Mar 2010
The upstart provider of collaboration solutions releases Socialtext 4.0, the latest edition of its enterprise social software platform.
Daily News,
Posted 12 Mar 2010
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
Daily News,
Posted 05 Mar 2010
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
Daily News,
Posted 05 Mar 2010
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Daily News,
Posted 01 Mar 2010
With its version of SAP BusinessObjects BI OnDemand, SAP targets the "casual user" with an integrated toolset that spans both on-demand and on-premise technologies.
Daily News,
Posted 26 Feb 2010
With DataFlux Data Management Platform, the SAS subsidiary unites its data quality, data integration, and MDM product sets into one overarching platform.
Daily News,
Posted 26 Feb 2010
The social business software vendor updates its platform and introduces a freemium model.
Daily News,
Posted 26 Feb 2010
With its latest updates, the email marketing provider helps its small business customers take their CRM efforts to the next level.
Daily News,
Posted 26 Feb 2010
A recent Gartner report takes a dim view of social media projects led by corporate-technology personnel.
Daily News,
Posted 24 Feb 2010
CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics.
Daily News,
Posted 19 Feb 2010
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
Daily News,
Posted 18 Feb 2010
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Daily News,
Posted 16 Feb 2010
Reports point to the emergence of a new social group and help marketers act upon the various segments of online participants.
Daily News,
Posted 16 Feb 2010
With real-time alerts and notifications, the lead generation solution provider helps users be even more proactive when it comes to Web site activity.
Daily News,
Posted 16 Feb 2010
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