Coming Up
Webinar: Understanding The Mobile Revolution and How it Impacts Your Business April 20, 2011 Mobile Revolution Webinar Startup Weekend Bay Area May 6, 2011 San Francisco Startup Weekend Vendor Event: Microsoft Dynamics CRM 2011- The Power of Productivity Launch April 19, 2011 Vancouver, BC The Power of Productivity- Microsoft Dynamics CRM |
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Mid-Year 2011 Contact Center Trends Watch List
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Customer support organizations need to quickly redefine their service delivery model to meet the expectations of today's customers. The telephone channel still dominates for most transactions because customers believe they cannot receive the same level of support on the Web, email or social sites. Support organizations need to observe how customers interact across all channels for their business and social engagements and take steps to fully engage customers across these newer channels. Emerging trends on my mid-year 2011 watch list include:
� Mobile Commerce support.
� Social networking support.
� Cloud-as-a service solution.
� Intelligent IVRs.� Comprehensive customer analytics.
� Proactive outreach.
Read more....
Mid-Year 2011 Contact Center Trends Watch List
By Elizabeth Herrell
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Microsoft to Become ERP Arms Dealer?
Talk of the cloud at Microsoft Convergence is not as rampant as some people thought. Instead, Microsoft has been emphasising the features of Dynamics AX 2012 while giving a vague sniff of its cloud intentions.
AX is its solution for larger enterprises, many of which have traditionally been in the manufacturing industry. Of the three acquired business applications -- AX, NAV and GP - it was always AX that was closest to Microsoft's .NET architecture. But it had a fatal flaw -- primary support was for Oracle database.. Not exactly something Redmond would be keen to see perpetuated. With version 2012 and a clutch of acquisitions, Oracle is gone and Microsoft is now pitching AX in two ways. Read more....
By Dennis Howlett |
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Webinar:
Understanding The Mobile Revolution and How It Impacts Your Business
Mobile has moved from luxury to mainstream for both business and consumers. The proliferation of smart intuitive devices , increased network coverage and the availability of cloud services provides numerous opportunities for engaging customers and improving business processes. But mobile also presents security, develop and process challenges.
Join Maribel Lopez and the Constellation Research team to learn about the top trends in mobility and hot to prepare for the change.
Wednesday, April 20, 2011 10:00 AM - 11:00 AM PST
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 Featured Analyst:
Paul Papdimitriou Digital Intelligence Analyst
Paul Papdimitriou tries to understand how technology impacts people, how cultures impact technology, and where brands fit in this feedback loop. Paul is a VP & Principal Analyst at Constellation Research. At the confluence of marketing, communications and business development, he delivers intelligence on digital influence, its related disruptive technologies and how brands should adapt to this shift.
He interfaces an array of fields to offer market trend insights and find elegant solutions to business challenges. His expertise includes social media, customer strategy, brand experience, UI & UX, interaction design, virtual goods, business development, interactive media, advertising, public relations and strategic marketing.
Paul has made appearances at various conferences around the world, speaking on topics ranging from advertising, to web and mobile industries. He advises startups, either on his own in Asia or as a mentor at an accelerator program in Spain.
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