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May 03, 2010

Daily News

Pegasystems and RightNow Added to Leaders in Gartner Magic Quadrant for CRM Customer Service Contact Centers

Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.

Angel.com Thinks Analytics Are Heavenly

The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.

Sales Intelligence Is More than Smart Selling

With basic CRM no longer a differentiator, the automated "pushing" of sales intelligence may determine who sinks or swims, according to a recent report from Aberdeen Group.

Front Office

Customers in the Cockpit

Just because companies cede control of a customer relationship doesn't mean they cede influence.

Magazine Features

V Is for Victory—But the Victory Isn't Yours

The V also stands for vendor—as in vendor relationship management, which argues that customers are the ones in control of their relationships.

Viewpoints

Scheduling Solutions Are Vital

Meet urgent cost-cutting requirements—and still serve corporate customers.

Paper Is So Last Century

Superior customer service resides in the integration between structured data and its unstructured backup documentation.

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