SearchCRM.com's Voices of CRM audio downloads offer a series of conversations with CRM's visionaries, experts, top executives and practitioners. They share their thoughts on the future of the market, industry news and best practices in managing customer relationships.
Ed Abbo, Oracle's vice president of CRM products, discusses in this podcast what's to come in Siebel 8.0 and integrating Siebel with Oracle's other CRM applications. Abbo also shares his thoughts on the emergence of hosted contact centers and where innovation will come from in the CRM market.
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John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime industry analyst and call center manager. In this podcast he discusses the future of self-service technology, it's evolution from a tactical to a strategic imperative and how vendors in the market are innovating. He also shares his take on highly customized "microsites" that allow users companies to create personalized pages for customer eservice and the growing importance of "click-to-call."
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