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December 2009
Donna Fluss |
Presence Is Accounted For Is unified communications the next disruptive technology for customer service?   |
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November 16, 2010
Koa Beck |
Avaya Releases Aura Contact Center Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications. |
CFO
May 1, 2004
Esther Shein |
Will IM Pay? Backers say instant messaging will revolutionize the way businesses work. They may be right. |
PC World
November 2005
Erik Larkin |
Threat Alert: Instant Messaging Attacks Worms disguised as harmless links or attachments wriggle through chat software. |
InternetNews
November 21, 2005
Tim Gray |
Reuters Connects IM Players The new instant messaging service for financial institutions will save a paper trail for compliance purposes. |
Commercial Investment Real Estate
Sep/Oct 2004
Jennifer Anne Perez |
Clicking with Clients Balancing tech and people skills is the secret to successful real estate business relationships. |
Bank Technology News
December 2002
Mark Bruno |
Taming the Wild Frontiers of Instant Messaging A technology initially meant for teenagers, instant messaging is sweeping the financial world so fast it's become difficult to control. Hip to a hot new communication tool, financial executives are intent on benefitting from its power firmwide. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
InternetNews
June 14, 2005
Colin C. Haley |
Avaya Adds SIP to Call Centers Avaya, a communications software, systems and services company, unveiled improvements to its Internet Protocol call center applications today. |
CIO
November 1, 2002
John Edwards |
Sending a Message Instant messaging software goes corporate. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
PC World
May 24, 2001
Tom Spring |
Who's Reading Your Instant Messages? Privacy advocates warn of greater vulnerability as popular application migrates to more devices... |
InternetNews
July 19, 2005
Sean Michael Kerner |
IM Accounts to Number in The Billions Instant messaging and enterprise instant messaging should continue to grow. |
InternetNews
September 3, 2004
Ryan Naraine |
Edmund Fish, General Manager, AOL Desktop Messaging The general manager of America Online's desktop messaging unit talks about IM interoperability, innovation and the state of the corporate IM market. |
InternetNews
February 5, 2004
Christopher Saunders |
AIM Video Debuts, Links to iChat AIM 5.5 unveils a slew of enhancements for its consumer IM client, paving the way for further products and new developments in the enterprise space. |
PC World
May 30, 2002
Frank Thorsberg |
Instant Messaging Etiquette Follow our ten tips for proper IM manners... |
InternetNews
March 30, 2005
Jim Wagner |
Sun Adds Jabber Protocol to IM XMPP support by Sun gives the protocol more corporate support for instant messaging software, though officials say there's room for SIMPLE, another protocol, too. |
InternetNews
October 26, 2005
Jim Wagner |
Will Microsoft, Yahoo Find IM Harmony? Technical considerations aren't the only thing Microsoft needs to keep in mind while building its bridge to Yahoo's IM network. |
InternetNews
November 10, 2005
Tim Gray |
IM Use Is Surging, Says (IM Provider) AOL The popularity of instant messaging continued to grow this year, as many Americans embraced the technology both for personal and business purposes, according to a new survey. |
InternetNews
July 21, 2004
Ryan Naraine |
Jabber Chats Up Gateway to IBM The IM software firm's XMPP-to-SIP Gateway opens the door for interoperability with Big Blue's Lotus instant messenger. |
InternetNews
December 7, 2006
Michael Hickins |
IBM Collaboration Suite Gets More Chatty IBM today announced that customers of its Lotus Sametime 7.5 corporate instant messaging and Web conferencing application can now communicate with users of AIM and Google Talk instant messaging systems. |
PC World
May 22, 2007
Liane Cassavoy |
Meebo Tops in Web-Based IM Services Six free online instant messengers: eBuddy, ILoveIM, Imhaha, Kook IM, Meebo, and RadiusIM. |
CRM
June 2006
Coreen Bailor |
AntiSIPation As more companies migrate from a CTI to an IP infrastructure -- combining voice and data into one network -- new business process capabilities await them, thanks largely to emerging Session Initiation Protocol (SIP) technology. |
The Motley Fool
March 2, 2004
Mark Mahorney |
IM Convergence Heats Up Instant messaging is quickly becoming a profitable information hub. |
New Architect
March 2003
Joseph C. Panettieri |
Instant Payback Despite standards concerns, corporations look to unlock the value in instant messaging |
Wall Street & Technology
January 5, 2007 |
IM Invasion A new TowerGroup research note explores the pervasiveness of instant messaging in securities firms and discusses the reasons behind its popularity. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
InternetNews
September 2, 2004
Roy Mark |
Study: Workers Find IM a Mixed Blessing As workplace instant messaging use increases, most find it a positive, although concerns linger. |
T.H.E. Journal
August 2004 |
R3000 Enterprise Filter Fortified with Intelligent Footprint Technology (IFT), this product from 8e6 Technologies offers a full spectrum of Web content filtering, including instant messaging (IM) and peer-to-peer management functionality. |
PC World
July 19, 2002
Frank Thorsberg |
Is IM a Sieve for Corporate Secrets? Businesses find instant messaging both help and headache, when security concerns surface. |
CIO
September 15, 2003
Geoffrey James |
Auditing the Chat Line You've got instant messaging. And the accountants and regulators may want to take a look at it someday. Especially if you are in the financial services industry, instant chat missives are subject to the same kinds of document retention rules that govern paper documents and e-mail messages. |
AFP eWire
January 10, 2005 |
Instant Messaging: The Next Online Donation Tool? Even though you're probably not maximizing the potential of email with donors, are you recognizing that IM and mobile text messaging is rapidly catching up to email in usage? |
InternetNews
July 8, 2004
Sean Michael Kerner |
AOL Adds IM Service for Hearing Impaired The Internet service provider America Online is unveiling a free service that combines instant messaging and telecommunications relay services to further enable instant messaging communication for the hearing impaired. |
InternetNews
October 21, 2005
Tim Gray |
FIMA Looks Toward Interoperability The Financial Services Instant Messaging Association held a roundtable to discuss issues of interoperability and the future of enterprise instant messaging. |
Wall Street & Technology
July 26, 2004
Kerry Massaro |
Fast Facts From Radicati Group Learn some statistics about instant messaging, e-mail and spam, and voice over internet protocol. |
InternetNews
October 5, 2005
Clint Boulton |
IDC: IM Use is Booming in Business A research firm says the enterprise instant messaging market will more than double by 2009. |
InternetNews
August 24, 2005
Susan Kuchinskas |
Now, You're Google-Talking on IM New Google Talk service combines Instant Messenger and Voice over Internet Protocol. |
PC Magazine
December 30, 2003 |
IM Spam, Spam I Am You don't have to put up with spam coming at you when you're iming. Here's what you need to know. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
Wall Street & Technology
February 12, 2004
Jim Middlemiss |
To Be or Not to Be an IM Shop? Financial-services firms are divided when it comes to allowing instant messaging. Many warn they don't have a choice. |
The Motley Fool
August 24, 2004
Alyce Lomax |
IM Gets Down to Business An AOL survey shows, not surprisingly, that instant messaging (IM) is on the rise. Soon, younger workers may prefer IM to the telephone. Perhaps corporations had better think about their IM policies. |
Entrepreneur
May 2009
Francine Kizner |
The New Era of IM Instant messaging has come a long way since the days of in-network AIM chatting. |
The Motley Fool
April 1, 2004
Tim Beyers |
The Business End of IM Instant Messaging gets bigger every day, partly do to the effect spam is having on email. For real investment opportunity to arise in this market, spim must be stopped. |
CRM
January 2007
Coreen Bailor |
Home Bodies Cut contact center operating costs, reduce churn rates, and up flexibility -- a serious look at the at-home agent model. |
InternetNews
March 29, 2004
Robyn Greenspan |
IM Spam Expected to Triple As if spam wasn't annoying enough, unwanted messages are popping up on instant messaging screens too. |
Entrepreneur
December 2003
Mike Hogan |
Let's Chat Instant messaging hits the road with the release of some new devices. For example, Cingular Wireless Interactive Messaging PLUS lets you text chat on RIM BlackBerry 950 and 957 handhelds and Good Technology's G100 for $20 to $50 per month, depending on usage. |
InternetNews
July 1, 2005
Susan Kuchinskas |
MSN, Vodafone Entwine IM Systems The content player and carrier will let European users message from phone to PC and back. |
InternetNews
February 28, 2007
David Needle |
Sybase Looks to Secure Instant Messaging Latest addition to the iAnywhere suite adds presence and security features to instant messaging. |
InternetNews
September 16, 2004
Ryan Naraine |
EarthLink Intros SIP-Based P2P Prototype The ISP's R&D unit releases a proof-of-concept file-sharing application aimed at extending the value of the Session Initiated Protocol standard. |
