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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
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Lessons Learned From 100 Early Social Business Adopters

Marketing Transformation
As with any new disruptive technology, social business remains a fractured and confusing market. From internally facing collaboration efforts to externally facing social networks,…
R Ray Wang
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2011 Unified Communications Adoption Trends

Next-Generation Customer Experience
Unified Communications (UC) continues to mature as more applications emerge and organizations continue to build out their UC solution suites. According to a 2011 survey from our…
Frank Scavo, Elizabeth Herrell
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Social and Mobile Growth Challenge Customer Support Operations

Marketing Transformation
The huge rise in customers who now use social networking sites and mobile commerce (m-commerce) for business transactions has created a customer support gap. Many companies…
Elizabeth Herrell
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Unified Communications Cloud-Based Solutions

New C-Suite
This report discusses the factors businesses should consider when moving some or all of their UC applications to the cloud. With cost a major factor in the rate of Unified…
Elizabeth Herrell
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Demystifying The Cost Structure For UC Solutions

Next-Generation Customer Experience
Unified Communications (UC) provides users with the ability to communicate more quickly and to access applications that improve their business processes.  But Pricing has been…
Elizabeth Herrell
Open Research

Constellation’s Research Outlook For 2011

Data to Decisions
By Phil Fersht, Dennis Howlett, Elizabeth Herrell, Esteban Kolsky, Maribel Lopez, Vinnie Mirchandani, Sameer Patel, Frank Scavo, Alan Silberberg, Brian Solis, and R “ Ray” Wang …
R Ray Wang, Frank Scavo, Elizabeth Herrell