Category CRM

CRM Adoption to Reach $24 Billion in 2014: Gartner

Customer relationship management (CRM) software revenue is forecast to reach $23.9 billion in 2014, with cloud revenue accounting for 49 percent. Demand for modern technology customer relationships is driving refreshed or expanded integration and usage of all areas of customer…

Genesys to Put IBM’s Watson to Work

Contact centers have long recorded customer telephone calls in an effort to improve agent performance and increase customer satisfaction. But this strategy has become less effective as a growing amount of information comes from emerging channels like Twitter and online…

Taking a PaaS on Mobile App Development

It’s no secret that applications are exploding in the enterprise, especially mobile apps. A recent Fiberlink survey revealed that 60 percent of mobile devices being managed by enterprises had 25-99 applications. In discussing the results of the survey with Enterprise…