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RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
CRM Featured Articles,
Posted 29 May 2008
The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel.
CRM Featured Articles,
Posted 29 May 2008
A new study confirms that integrated marketing is important, but remains difficult to achieve.
CRM Featured Articles,
Posted 29 May 2008
Business process management provider releases new suite offerings.
CRM Featured Articles,
Posted 28 May 2008
For the second time in as many weeks, Verint gained a victory over Nice Systems in the long-running patent-infringement cases over speech analytics and IP recording in the contact center.
CRM Featured Articles,
Posted 28 May 2008
Alterian's latest upgrade aims to integrate marketing operations to decrease costs, improve performance and increase scalability.
CRM Featured Articles,
Posted 27 May 2008
AIIM content management research shows steady Enterprise 2.0 growth--but also vague understanding of the topic.
CRM Featured Articles,
Posted 27 May 2008
The open source CRM vendor moves to put customization and control in the hands of enterprise customers and partners.
CRM Featured Articles,
Posted 22 May 2008
A recent study finds that quality of service has deteriorated over the last 10 years--and contact centers are finding it harder than ever to keep agents in the seats.
CRM Featured Articles,
Posted 22 May 2008
A new study maintains that while many companies claim they're crafting quality customer service, most still fail to deliver.
CRM Featured Articles,
Posted 21 May 2008
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
CRM Featured Articles,
Posted 21 May 2008
Industry veterans launch an on-demand billing provider, offering a new way to handle time-based invoicing for goods and services.
CRM Featured Articles,
Posted 20 May 2008
The new offering combines different historical and real-time information in a bid to improve measurement of contact center performance.
CRM Featured Articles,
Posted 20 May 2008
Sage Insights '08: A roundup of announcements from last week's partner conference.
CRM Featured Articles,
Posted 19 May 2008
As master data management moves out of the early-adoption phase, Forrester Research forecasts trends for the year, reasons for failure, and recommendations for future success.
CRM Featured Articles,
Posted 19 May 2008
TDWI Spring '08: Real-time (or near-real-time) business intelligence continues to improve.
CRM Featured Articles,
Posted 16 May 2008
Voice Biometrics Conference '08: A new study suggests that consumers are embracing voice verification to protect important personal data.
CRM Featured Articles,
Posted 16 May 2008
Looking to guide companies through a gloomy economy, the on-demand communications provider's newest offerings are prepackaged -- and predictive.
CRM Featured Articles,
Posted 15 May 2008
TDWI Spring '08: Line-of-business users want access, but self-service is only a short-term solution.
CRM Featured Articles,
Posted 15 May 2008
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