Vol. 30 Nbr. 8, January 2012

Index

• Plantronics headset line exudes UC dominance.
• Social media is responsible business.
• Uncovering treasure: new solutions enable businesses to realize the richness of customer data.
• NICE talk about actionable intelligence.
• Improving agent performance for the multichannel contact center.
• Intelliverse makes a comeback with new ION platform.
• Making sense of social media.
• Aspect.
• Convergys Corp.
• Interactive Intelligence Group Inc.'s.
• UserVoice.
• Voxeo.
• Zultys.
• C3/CustomerContactChannels.
• Calabrio Inc.
• Frost & Sullivan.
• generationE Technologies.
• M5 Networks.
• Arcaris 'Gamifies' the call center.
• IvyTalk spreads the message.
• The case for remote agents.
• Fast, cheap or good - pick two?
• Driving customer loyalty in a mobile world.
• TMC, customer interaction solutions magazine congratulate CIS product of the year award winners.
• Building better business relationships, one call at a time.
• The business value of consolidating and centralizing communications.
• Proposed legislation would discourage call center offshoring.