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Mobile ROI: Early Adopters Show Massive Advantages with Mobile

Data to Decisions
Market Leaders and Fast Followers See Real ROI with Mobile InitiativesDownload the report snapshotMobility provides a competitive advantage to organizations that have incorporated…
R Ray Wang
Quarks

Salesforce.com Introduces Salesforce Identity

Future of Work
From multiple points of view, Constellation’s analysts weigh in on salesforce.com’s October 15, 2013 entrance into the identity market. Steve Wilson provides a view from identity…
Steve Wilson, Holger Mueller, J. Bruce Daley, Alan Lepofsky
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Better Leads, Better Results

Future of Work
Strengthening the Marketing-Sales InterlockDownload the report snapshotToday's marketing and sales organizations are vastly different than they were even two or three years ago…
Gavin Heaton
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The Consumerization of Identity

Future of Work
Social Logons Will Blend Personal and Work Spaces, Ushering in a New Era of Hybrid Identity hbspt.cta.load(341263, '7ad15cfa-0d51-478b-a13b-82531492350a'); …
Steve Wilson
Quarks

Why Speech Analytics Improve Customer Care

Next-Generation Customer Experience
Gain Valuable Insight into What Customers Are Really Saying to Improve Call Center PerformanceCustomer support organizations often lack accurate information on what their…
Elizabeth Herrell
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Seeing the Good, the Bad and the Ugly in Legacy Applications

Future of Work
How to Attack or Defend an Installed Base by Understanding How to Qualify the Success of Legacy ApplicationsDownload the report snapshotOn Day One of a new fiscal year, most of…
J. Bruce Daley
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SaaS Adoption Trends and Customer Experience

New C-Suite
As Software-as-a-Service Gains Market Share, Buyers Must Follow Best Practices in Evaluating and Contracting with SaaS ProvidersDownload the report snapshotThe SaaS model of…
Frank Scavo
Quarks

Why Blended Channel Support Increases Self- Service Usage

New C-Suite
Integrated Knowledge Management Is Essential for Supporting Converged Customer ExperienceThe road to converting customers to use self-service on the Web or their mobile devices…
Elizabeth Herrell
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The Cloud Changes Everything

New C-Suite
[NEWS ANALYSIS] Why Oracle’s Alliances with Microsoft, Salesforce.com and NetSuite Will Change the MarketDownload report snapshotOracle’s release of version 12c of its database…
Holger Mueller
Quarks

Behind the ROI of Deploying SAP HANA

Data to Decisions
A Brief Analysis of the Four Components of Customer Success on the SAP HANA PlatformSAP’s HANA platform has reached a level of product maturity that calls for a look at the next…
Holger Mueller
Quarks

Are You Ready? Video Customer Service Is Here

Next-Generation Customer Experience
Video Is Gaining Traction as an Effective Service Channel for Customer EngagementMulti-channel customer support is expanding to include video transactions that provide a deeper…
Elizabeth Herrell
Case Study

Taking Talent Search to the Next Level

Future of Work
Why the Haley Stuart Group Recruited ShoreTel Sky as Its Cloud Communications Service Provider Haley Stuart Group (HSG) is a highly specialized boutique executive recruiting…
E. Brent Kelly
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Ten Things CIOs Should Know about WebRTC

Future of Work
Anticipating and Preparing for Massive Disruption to Your Communications Environment and Engagement Strategies Download the report snapshot Ten Things CIOs NEED to…
E. Brent Kelly