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	Why CRM Has Failed the Customer - And What to Do about It sponsored by InQuira Inc WHITE PAPER - This white paper offers insights into why CRM has fallen short in serving customers-and it shows how to start getting CRM right. Posted: December 15, 2008 \| Published: December 15, 2008 Topics: Channel Management \| CRM \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Marketing

	Voice of the Customer: Text Analytics for the Responsive Enterprise sponsored by IBM WHITE PAPER - VoC is an approach that can guide enterprises in meeting the spectrum of sales, marketing, customer support, brand and reputation management, product service design, and quality demands. Posted: October 8, 2008 \| Published: October 8, 2008 Topics: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Service \| White Papers

	On-demand or On-premise CRM: 10 Things to Consider before Making Your Decision sponsored by Sage (UK) Limited WHITE PAPER - This whitepaper examines the 10 most important considerations associated with CRM selection and discusses how both on-demand and on-premise deployments impact upon them. Posted: August 14, 2008 \| Published: August 14, 2008 Topics: CRM \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Disaster Recovery \| Security \| SMBs \| TCO \| Vendors

	Benefits and Advantages of Recording and Archiving Calls sponsored by Teleformix WHITE PAPER - This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO. Posted: July 11, 2008 \| Published: October 1, 2006 Topics: Call Center Management \| Call Center Software \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Health Care Industry \| Insurance Industry \| Marketing

	The ECHO™ - Avaya Connection: ECHO™, and How It Interacts with Avaya's Telephony Solutions sponsored by Teleformix WHITE PAPER - Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording. Posted: July 11, 2008 \| Published: July 1, 2007 Topics: Business Intelligence \| Call Center Management \| Call Center Software \| CRM \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service Best Practices \| Ethernet Networks \| Quality Control \| Telephony Services \| VLAN \| VoIP

	Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service sponsored by Avaya Inc. WHITE PAPER - Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture. Posted: June 2, 2008 \| Published: March 1, 2008 Topics: Business Intelligence \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Routing \| SIP \| SOA \| Web Services

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