Full closed loop BI functionality across mobile and social networks has now become feasible, allowing enterprise BI to deliver even greater business value. MicroStrategy now makes full use of interactive closed loop cap... read more

Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, but despite the focus it receives, exceptional service remains elusive at best, an... read more

Many companies and individuals already use a form of unified communications, whether rudimentary or quite advanced.   Basic dabblers On the 'basic' end of the scale, solutions take a wide array of forms, often entai... read more

By Wicked Mike Let's face it: Facebook withholds information so that fact and hype are difficult to differentiate. With Facebook aiming for a $10-billion initial public offering (IPO) in 2012 that would value the ... read more

The quality of the consumer's contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands, the defining contact centre challenge i... read more