inContact Rolls Out Feature-Rich Cloud Call Center Update

inContact has released its first cloud contact center software update for the year. Version 14.1 contains a new two-way SMS channel, more refined automated call-routing, deeper integration with...
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Michaels Crafts Artless Response to Customer Data Breach

Another retailer security breach, another national conversation about how these now regular occurrences need to stop. In the Michaels case, though, some of the talk touched on what by now should...
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Are We There Yet? The Long Road to the CRM Revolution

They say you must walk before you can run. It follows that you should crawl before you walk. In CRM, however, there are a lot of businesses that talk at great length about wanting to run even though...
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Marketo’s Show

Marketo put on an interesting show last week at Moscone West in San Francisco. Still basking in last year's IPO, the company attracted a large and diverse audience of marketers who wanted to learn...
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Don’t Overlook the Mobile Searcher

The mobile browser is not dead, exactly, but if it were an animal it might be on the endangered species list. Mobile users are spending more time using mobile apps and less and less time surfing...
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SugarCRM Refines Customer Analytics for Sales

When SugarCRM debuts version 7.2 in the coming weeks, users already will have had a taste of one of its main themes: tighter integration around productivity tools aimed at better understanding...
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Mobile, Local Ad Spend Zooms Down Runway

After years of surprising the industry with its middling adoption, it appears that location-based mobile advertising is poised to come into its own. U.S. mobile local advertising revenues will...
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Small Biz CRM Secrets Any Business Can Use

The rise of Internet commerce sounded a death knell for small businesses. Large e-tailers could wield massive buying power, had less overhead than brick-and-mortar stores, and could appeal to customers...
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Setting Goals and Rewards

You should check out The Second Machine Age, by Erik Brynjolfsson and Andrew McAfee of MIT. It's a thoughtful analysis of the technology progression handed to us by Moore's Law and its effect on...
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Which Screen Comes Second Now?

Which came first, the mobile device or the television? OK, that one is easy -- but which comes first now -- the mobile device or the television? The answer is probably television, but it's not...
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