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Contact centers will dramatically increase the adoption of Voice over Internet Protocol (VoIP) technology over the next few years, the Yankee Group projects. This long-awaited development will be driven in some part by related growth in the number of home agents ...

Google's presence in Brazil might be threatened by a dispute with that government's law enforcement agency over user data. Brazil's public attorney has filed suit against Google demanding information on users of its social networking site, Orkut, who are suspected of engaging in child pornography and other illegal activities ...

Sprint has entered the hostedcontact center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered byAvaya technology ...

Microsoft's efforts to build out its advertising network received a considerable boost with the announcement that Facebook has signed on with the company to receive online advertising services ...

YouTube is exploring ways to monetize its traffic flow of 100 million downloads a day by launching a pay-for-play video advertising service. Its inaugural spot is a promotion for Paris Hilton's new album, "Paris." ...

First it was support for e-mail marketing, then it was a user interface that displayed real time system data -- also known as the "Dashboard." Now the latest must-have feature in on-demand CRM, at least as evidenced by two separate offerings, is paid search ...

Accessing the Internet in India can be a major problem, discovered Akiba Stern, a partner with New York-based Morgan, Lewis & Bockius, on a recent visit to anoutsourcing service provider's facilities there. It wasn't that the firm's connectivity services were poor. Rather, itssecurity processes were so tight that there was only one room in the building that permitted access to the Internet -- and even that access was fairly constrained, the outsourcing specialist told CRM Buyer...

U.S. District Judge Anna Diggs Taylor of Detroit has ruled that the Bush Administration's warrantless wiretapping program -- uncovered by a media investigation some eight months ago -- is unconstitutional. Civil libertarians are hailing the decision as a major victory ...

SplendidCRM has created what it says is the ideal "compile once, run everywhere" cross-platform application with its release of SplendidCRM 1.2 for Microsoft Windows Server 2003 and SplendidCRM 1.1 for Novell Suse Linux Enterprise Server 10 ...

In separate filings, the Electronic Frontier Foundation and the World Privacy Forum have asked the Federal Trade Commission to investigate AOL's release earlier this month of search term queries that had been made by 650,000 of its users over a three-month period. "This release was a violation of section 5 of The FTC Act," Pam Dixon, president of the World Privacy Forum, told the E-Commerce Times...

More companies are viewing the Software as a Service model as a viable delivery option for functions beyond CRM -- the area in which it has probably developed the greatest traction -- according to a new study by Aberdeen ...

Microsoft has released the beta of a desktop blogging application that it hopes users will use in conjunction with either Windows Live Spaces, its own browser-based blog application, or a third party application such as Blogger, LiveJournal, Typepad or WordPress ...

Oracle has released the next version of PeopleSoft's CRM application, version 9, fulfilling a promise made to PeopleSoft customers concerned over Oracle's acquisition of the vendor ...

Not long ago, if a company wanted to outsource non-core operations -- such as contact center or back office processes -- India was the locale to choose. End of story ...

In what appears to be a victory for plaintiffs, a decision was made last week to consolidate seventeen class action lawsuits against telecom providers that are cooperating with the U.S. government's widespread surveillance of its customers. These cases will be moved to the California federal court where the first suit was filed against AT&T in January by the Electronic Frontier Foundation...

Logitech and Skype have developed a new product to target Skype consumers who miss the sophisticated call features of their traditional, deskbound telecom systems but still want to use the Internet-based network. Named EasyCall Desktop, the product includes a mouse, headset and speakerphone ...

Software systems -- from off-the-shelf applications to enterprise suites -- have become easier to use and implement, Stephen Kerr, a managing consultant in PA Consulting Group's IS Implementation practice, is the first to admit. That relative ease of implementation is obvious from the end-user's perspective, at any rate ...

AOL's accidental release of search term queries made by its members over the course of three months -- many of which were specific enough to identify actual users -- is bound to cause trouble for the search engine industry in Washington. Privacy advocates have already starting calling for stricter controls on what data search engines can retain. One bill, admittedly still bottled up in committee, is the Eliminate Warehousing of Consumer Internet Data Act, proposed by Rep. Edward Markey (D-Mass.)

Loyalty Lab, an on-demand CRM application for consumer brands, has introduced Loyalty 2.0, an upgraded product to help retailers and grocery stores incorporate e-commerce channels into their first-generation loyalty programs, and to better segment their customers. It is part of the summer 2006 release of Loyalty Lab's CRM Suite ...

Wincor Nixdorf, a German-based provider of IT applications for the banking and retail industries, has introduced its eServices platform in the United States for the first time ...