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CRM
May 2, 2005
Coreen Bailor |
Hosted Applications and VoIP: Ready for Contact Centers? Enterprises are debating these choices as their potential continues to mature.   |
CRM
September 24, 2004
Coreen Bailor |
VoIP in the Contact Center: Another Fad or Here to Stay? Although VoIP is growing in popularity, its adoption has been anything but rapid. |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
CRM
March 1, 2005 |
Hot Seat: Will VoIP Reinvent the Contact Center? Why or Why Not? Industry leaders weigh in on VoIP in the contact center: Yes. Leveraging IP in the contact center makes it more cost-effective... It isn't a yes or no answer by any means... It already has reinvented the contact center... etc. |
CRM
February 24, 2012
Leonard Klie |
Aspect Inks a UC Distribution Deal with Dell Dell Services will deliver Aspect's unified communications solutions for next-generation customer contact centers. |
CRM
December 2004
Coreen Bailor |
10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies. |
Wall Street & Technology
March 21, 2006 |
Voice and Data Convergence Continues Voice over IP (VoIP) technology is poised to make a splash in trading rooms, according to a new survey. |
Insurance & Technology
June 14, 2005
Anthony O'Donnell |
VoIP - Key to Convergence VoIP is a key milestone in the next generation of network technology in the insurance industry. |
CRM
August 1, 2003
Lisa Picarille |
No Means No Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival. |
CRM
July 1, 2003
Phillip Britt |
Eight Building Blocks for CRM Success Companies are continuing to pursue CRM projects in 2003 despite the discontent from many about earlier failures and the harsh business climate. But most companies are now taking a more cautious approach to their implementations. |
CRM
December 13, 2004
Jason Compton |
Revitalizing a CRM Strategy True change to customer-centric thinking can only come about when businesses structure their KPIs (key performance indicator) around customer lifecycles. |
CRM
December 2006
Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. |
Bank Systems & Technology
October 6, 2006
Peggy Bresnick Kendler |
Converged Communications Traditionally touted for their cost savings and enhanced functionality, VOIP and IP telephony now are helping banks to improve resource management, business continuity, customer service and overall performance. |
CRM
April 1, 2005
Phillip Britt |
Revitalizing Your CRM Solution An industry analyst speaks out on breathing life back into sluggish customer relationship efforts. |
CRM
September 1, 2004
Joshua Weinberger |
Hot Seat: Will Price Win the Battle for the Customer? In the CRM service industry, which preaches to companies "sell on service, not price," price points are becoming hotly contested as hosted and on-demand offerings multiply. |
CRM
July 2003
Ginger Conlon |
Using Efficiency to Create Loyalty Sporting a plethora of new modules and new functionality, Amdocs ClarifyCRM Release 12 is designed to be "an end-to-end system that will help companies develop customer loyalty," says Peter Hurst, vice president of marketing. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
InternetNews
July 30, 2004
Craig McGuire |
In Focus: VoIP Need help making sense of the VoIP hype? Quick stats, fast facts about VoIP. |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
May 1, 2006
Colin Beasty |
Centering Operations on the Customer Although the contact center continues to be used in the strategic vocabulary of C-level executives, a new study also found that contact centers aren't doing a good job putting their plans into practice. |
CRM
December 20, 2004
Jason Compton |
How to...Avoid CRM Upgrade and Replacement Mistakes in 5 Steps The worst thing is to take away an application salespeople are using and liking. Before committing to change, consider the following tips. |
InternetNews
August 20, 2007
Barbara Darrow |
EMC in VoIP Management Game EMC is broadening its Voice over IP horizons with the release today of new performance tracking and reporting capabilities for VoIP devices. |
InternetNews
January 2, 2004
Erin Joyce |
Q&A: Gopi Gopinath, President, Equant The president of the data networking company's products division talks about who's sitting on the fence about VoIP, and who isn't. |
CRM
April 1, 2004
Martin Schneider |
Market Watch: Mobile Sales Is on the Move Providing field salespeople real-time access to data is a central promise of CRM providers. |
CRM
February 2003
Ginger Conlon |
Can't Get No Dissatisfaction In an exclusive survey conducted, CRM magazine finds that a surprising number of executives are pleased with their CRM system -- and with their results. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
Insurance & Technology
April 5, 2006
Maria Woehr |
Call Forward Promises of cost savings, enhanced customer service and improved business continuity are driving insurers to make the switch to VoIP. |
InternetNews
March 30, 2009
Alex Goldman |
VoiceCon Talks Interoperability, Integration Avaya and others talk the talk, but improvements are incremental. |
CRM
July 1, 2005
Colin Beasty |
To Open Source or Not to Open Source Recent debuts by SugarCRM and Salesforce.com could jump-start an industry space. |
CRM
August 2, 2004
Jerri Ledford |
Reducing CRM's Total Cost of Ownership How organizations increase the value of their CRM initiatives while keeping costs low. |
PHONE+
May 19, 2009
Khali Henderson |
Securing Profits from IP Surveillance and Access Control Every business has a need for security and few are willing to compromise it to save a few bucks. |
InternetNews
May 11, 2005
Sean Michael Kerner |
British Airways in Major VoIP Deployment Cisco gets the contract that pushes IP telephony across airline giant's employee base. |
InternetNews
September 7, 2005
Sean Michael Kerner |
IP PBX and Carrier VoIP Equipment Sales Continue to Climb IP PBX sales are up and Carrier VoIP Equipment sales have broken yet another record, according to stats from research firm Infonetics. |
CRM
November 1, 2005 |
destinationCRM Dashboard Oracle Will Buy Siebel... Microsoft Acquires a VoIP Startup... Siebel Continues to Lead Enterprise Deployment... CRM Software: A Customer Loyalty Problem... etc. |
Entrepreneur
October 2004
Mike Hogan |
Calling the Shots Is a VoIP telephone system in your company's future? Here's how to find out--without breaking the bank. |
InternetNews
April 25, 2005
Jeff Goldman |
Moving WiMax Into VoIP California-based NextWeb to offer business-oriented wireless VoIP through a partnership with CommPartners. |
CRM
June 1, 2004 |
Heard and Overheard Quotes about CRM. |
CRM
April 1, 2004
Martin Schneider |
ROI on the Rise? Is CRM software getting better, or are companies learning from past mistakes? |
InternetNews
August 31, 2005
Sean Michael Kerner |
Microsoft Acquires VoIP Company Microsoft has acquired San Francisco based Teleo, a developer of VoIP, PSTN termination and click to call functionality. |
CRM
May 2, 2005 |
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise? A chart depicting what percentage of CRM readers provide their agents with a complete view of customers' company interactions. |
CRM
October 2003
Martin Schneider |
Stand By Me As IT staffs shrink and CRM projects get increasingly complex, more and more service providers are playing a long-term role to ensure that CRM systems run smoothly and generate ROI. |
InternetNews
September 20, 2005
Colin C. Haley |
'A Dinosaur's Perspective' on VoIP BellSouth's CTO says VoIP is an opportunity not a threat. |
eCFO
June 2001
Anthony Sibillin |
Crossed Wires Even though VoIP is relatively new, pilot projects under way across corporate Europe are proving that VoIP is not something to be dismissed out of hand... |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
CRM
March 1, 2004
David Myron |
Vertical Focus: Integrators: Necessary Evil or Indispensible Resource? North American companies shelled out $16.8 billion for CRM services last year. Large enterprise customers find professional services firms often add complexity to CRM implementations, but most are likely to use at least one services firm. |
CRM
October 2003
Ginger Conlon |
How Satisfied are You With CRM? That's the question CRM magazine recently asked its readers. More than 330 executives voiced their opinions. |
CRM
July 1, 2003
Martin Schneider |
Migrate or Merge? It's an all-too-common scenario these days: A vendor is going under. Should its main competitor buy the company assets, or simply try to attract the failing firm's clients to its own solution? It depends upon the alignment of the technologies, as well as customer requirements and expectations. |
CRM
April 1, 2007 |
destinationCRM Dashboard Enterprise CRM Is Three Sheets to the Wind... Sage Unveils a New Taste of CRM... VoIP Has Too Much Variation for SMBs... Verint: Can I Get a Witness?... etc. |
CRM
November 2013
Paul Korzeniowski |
Mobile CRM Is Slow to Take Hold Integration hurdles slow deployments as systems largely fail to deliver significant value to users. |
CRM
March 28, 2014
Glenn Johnson |
5 Tips for Making CRM an Enterprise Portal Focus on revenue to drive project objectives. |
