Customer Communication: Managing the Digital Deluge

As with all things, there’s a good side and a bad side—the Internet is no different. Although it improves communication between businesses and customers, it can also overwhelm customers that are bombarded with marketing e-mails on a daily basis. Customers want more convenient contact channels. Smart companies understand this and are responding by adopting a multichannel approach to customer relationship management (CRM).

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Put the Customer First: Managing the User Experience

Customers are demanding increasingly high levels of service—they want what they want, as soon as they want it. Networks need to be faster than ever, and more reliable, to satisfy exacting customer standards.

While organizations often rely on a patchwork of network resources to deliver their services, customers expect their experience to be seamless. Network managers need to monitor those resources more proactively for a holistic view that considers network availability, network performance,... Read More

Put the Customer First: Managing the User Experience

Customers are demanding increasingly high levels of service—they want what they want, as soon as they want it. Networks need to be faster than ever, and more reliable, to satisfy exacting customer standards.

While organizations often rely on a patchwork of network resources to deliver their services, customers expect their experience to be seamless. Network managers need to monitor those resources more proactively for a holistic view that considers network availability, network performance,... Read More

Cloud VoIP Unified Communications Buyer’s Guide

By integrating a number of Internet protocol (IP)-based communication methods, unified communications (UC) has emerged, making voice over Intenet protocol (VoIP) even more useful and flexible. UC is particularly suitable for cloud delivery, but cloud UC providers vary widely in the number and type of communication methods they integrate. They also vary in how they package and price their offerings.

This guide assesses six cloud UC providers and describes the features they offer. Each of... Read More

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New Challenges in Managing Advertising Revenue

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