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Introducing Matrix Commerce

Marketing Transformation
How to Design for Buyer-Centricity in a People- to-People (P2P) World Download the report snapshot Amid the proliferation of new technologies, business models and…
R Ray Wang
Quarks

Key Steps to Transform Customer Support

Next-Generation Customer Experience
Ten Ways to Improve Customer Experience in 2013 Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While…
Elizabeth Herrell
Quarks

Why AVAD Chose West’s Cloud Communications Services

Next-Generation Customer Experience
Find out why AVAD, a distributor of high-end audio/visual equipment, chose West over a host of other cloud communication providers AVAD is a conglomeration of what were 11…
E. Brent Kelly
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CMOs: Re-Casting the Marketing Funnel for Consumer Engagement

Marketing Transformation
Five Stations on the Consumer Engagement Line The five forces of the Consumerization of Information Technology (CoIT) do not just affect the chief information officer (CIO)…
Gavin Heaton
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Innovative Customer Service Outsourcers Expand Channel Support

Next-Generation Customer Experience
How Leading Outsourcers Support Social and Mobile Customer Support Interactions Customer communications has entered a new stage and companies need to quickly understand how to…
Elizabeth Herrell
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The Cloud Communications Services Market Overview- Part 2

New C-Suite
Understanding the Segments and Knowing the Players CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology…
E. Brent Kelly
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The Cloud Communications Services Market Overview – Part 1

Next-Generation Customer Experience
Understanding the Drivers and Dispelling the Myths CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology…
E. Brent Kelly
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Mobile Enterprise: B&W Group Case Study

Data to Decisions
Using iPhone and iPads for Business Intelligence and Supply Chain Management BW Group#39;s Business Systems Manager Paul Fryer discusses in this report the introduction of BI…
Charles Brett
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The Link Between Certification and Partner Profitability

Data to Decisions
How Partner Certification Programs Deliver a Win-Win Trifecta for the Partner, Customer, and Vendor Customers face a deluge of potential service providers who can design,…
R Ray Wang
Quarks

Mobile Apps Live Support Breaks New Ground

Next-Generation Customer Experience
Three Vendors Introduce Innovate Support for Direct Link to Customer Support from Mobile App Over the past few years we have seen exponential growth in the use of mobile apps…
Elizabeth Herrell
Quarks

Weaving Video into the Enterprise Communications Fabric

Future of Work
Preparing Your Organization for Pervasive Personal Video Tablets and smartphones sporting touch ‘n swipe interfaces along with apps that integrate into the enterprise…
E. Brent Kelly
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How to Create the “Wow” Factor in Customer Engagements

Next-Generation Customer Experience
Changing Customer Engagements Demand New Strategy At a time where social media conversations become a major source for customer opinions and purchases, it has become…
Elizabeth Herrell
Quarks

Mobile Apps Transform Customer Service Strategy

Next-Generation Customer Experience
Huge Growth for Smartphones Reshape Support Models The rapid proliferation of mobile apps is forcing companies to take a much closer look at their mobile strategy. Mobile apps…
Elizabeth Herrell
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Consolidated CRM Deployments Drive Paths to Modernization

Next-Generation Customer Experience
When and Why on the Path to Customer Centricity for CRM Customers. With the average CRM deployment nearing the end of their useful life, over 85 percent of line of business…
R Ray Wang
Quarks

Steps to Develop an Effective Social Media Response Strategy

Next-Generation Customer Experience
Global adoption of social media and mobile applications continues at an accelerated pace that challenges companies to develop a strategy for supporting the growing number of…
Elizabeth Herrell
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Demystifying Enterprise Gamification for Business

Future of Work
Gamification describes a series of design principles, processes and systems used to influence, engage and motivate individuals, groups and communities to drive behaviors and…
R Ray Wang
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New Rules of Contact Center Customer Engagement

Next-Generation Customer Experience
New Paradigm Puts Emphasis on Customer Connection Today’s customers expect companies to support them over any device, any time and resolve their issues quickly. To gain their…
Elizabeth Herrell
Quarks

How to Create a Winning Unified Communication Strategy

Next-Generation Customer Experience
Unified Communications is an enabling technology that integrates communication and collaboration applications and simplifies user access from an integrated desktop or mobile…
Elizabeth Herrell