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Five9 has introduced Summer Release 2014, the latest version of its cloud contact center software. The company's first major release since its 8.1 launch last year, it follows Five9's acquisition of SoCoCare, a social engagement and mobile customer care provider. SoCoCare's feature set is part of th...

Amazon unveiled its Fire Phone this week, sparking wide interest, if not acclaim. The Fire Phone comes with some innovative features: a dynamic perspective display made possible by six cameras that track the user's head and eye movements; and Firefly, an intelligent assistant that can give Apple's S...

If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian. One of the characteristics of this stereotype is that Parisians refuse to speak English. They know how -- but they won't -- and they turn up their noses at anyone who won't speak French. In my ex...

I don't know anyone who was ever great at sales forecasting. This is not to say that it can't be done, but it's a hard problem -- like forecasting the weather. Today, we can get weather forecasts for many days in advance with temperatures accurate within a few degrees, because we've invested in many...

Successful companies today run largely on data and analytics. The more precisely you can measure the various aspects of your business, the better you can fine-tune its performance. With e-commerce companies especially, everything can be measured, which has provided some amazing opportunities to impr...

Target's customers jumped en masse onto social media Sunday night after technical malfunctions at its stores around the country resulted in long checkout lines and, in some cases, inability to make purchases with store-branded credit cards. The episode struck a nerve with customers, not only because...

Google may be feared and secretly envied throughout tech circles for its industry-disruption track record, but in at least one respect, companies are grateful for Google's propensity to plow the road. The Google Glass experiment has provided some very public lessons about what consumers are willing ...