Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

Retailers Must Become More Customer-Centric

Boston Retail Partners challenges companies to meet the expectations of the omnichannel world

Companies Need a Presence on Channels They Don’t Own

Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues

Campaign Management Needs to Cross Channels

Despite improvements,l cross-channel campaign management still has usability challenges.

What's in a Domain Name?

Here's what you need to know about the new Internet landscape.

Cross-Channel Design Can Be Transformational

Companies today must deliver cohesive experiences across multiple touchpoints.

Enterprise Videoconferencing, Telepresence Revenue Down

Broader macroeconomic factors and cautious IT spending could be the reasons, IDC finds.

Social Media’s Tough to Measure

Current benchmarks are "typically the wrong ones"

Foursquare Searches for Revenue Streams

The company plans to start charging merchants for customer data

Cloud Expected to Keep Rising

SaaS revenue will surpass $21 billion by 2015

Mobile Retail Entering Support Phase

Smartphone trends demonstrate the need for an innovative strategy

Companies That Listen Get Results

Investments in monitoring social media rise but still lag customers' use of it

Acquisitions Pay Big Bounty for Big Blue

IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products

Slow and Steady Loses This Race

OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support

Changing the Channel

Research reveals how consumers will contact customer service within the next two years

New EU Regulations to Affect Email, Online Marketing

Opt-in consent required for emails and for tracking the online activity of Web site visitors

The Digital Age of Marketing

Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015

The Crash of Google Wave

The search-engine giant beaches its innovative collaboration engine.

Market Focus: Healthcare—A Healthy Dose of Social Media

One provider shows how to join consumers in social networks without compromising a secure relationship.

Required Reading: Slowing Down Your Social CRM

Relationship-building takes more than a tweet