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A major business-process shift is taking place, where sales reps are letting technology do the talking to doctors.
Kanisa5 is designed to improve agent productivity and reduce incident volume by incorporating various features like one-click CRM-data access, self-learning guided-search capabilities, and collaboration capabilities that help agents digitally connect to experts via a digital chat forum.
Identifying valuable customers using CRM solutions is key, because it allows retailers to target them with increased service levels, this generating more revenue.
Chordiant Software has announced the immediate availability of Chordiant Enterprise Contact Center; IPhrase Technologies has released One Step 4.5; and NetLedger this week introduced Marketing ROI Manager, a new capability that allows businesses to track marketing campaigns from lead generation through to customer billing.
Using natural language capabilities, the Banter Server, which will be preintegrated with KANA Response, can understand the intent of customers' emails and provide a suggested response for agents.
Spending for outsourced services and software, according to the new report, will see the largest increase; spending for consulting will decline, and hardware and network equipment spending will remain flat.
New research claims there is a critical shift in the consumer mindset.
Prior to filing the lawsuit, Salesforce.com says it privately challenged UpShot advertisements through the National Advertising Division of the Council of Better Business Bureaus Inc.
No other company will compete with Oracle to acquire PeopleSoft, according to research firm Gartner; Demand for chief customer officers has surged 240 percent from January to June 2003; Epicor announced this week that it has completed its acquisition of ROI Systems.
Zeacom's screen pop capabilities can cut as many as 12 seconds from of each call, according to Zeacom CEO Miles Valentine.
Oracle CEO Larry Ellison painted a grim picture of the competitive landscape, noting that SAP AG's dominance in the applications market would be hard to shake by any single vendor.
The study focused on 147 call center managers and senior executives from 24 wireless, wire-line, cable, and satellite companies.
Onyx Software has released CRMExpress; WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service; Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center.
Integration in the mobile computing space will grow steadily in the next few years, particularly those engaged in mobility projects today that have identified specific mobile technologies or horizontal applications as areas of focus for the near future.
According to Meta Group's new poll, 75 percent of the organizations queried will spend the same or more on CRM in the next 12 months. The remaining 25 percent is expecting to spend less.
Two-thirds of the companies surveyed across France, Germany, Italy, the Netherlands, and the United Kingdom say that customer satisfaction and loyalty within their organization is suffering due to the bad data.
Siebel Systems announced it would cut significant numbers of staff to keep operating margins high amid downgraded earnings estimates for the second quarter ended June 30.
Lawson Software yesterday introduced its Retail Comp Store Metrics Data Mart and Store Operations to improve store level profitability.
Yankee Group research report, "Enterprise Instant Messaging is All About Integration" finds that instant messaging as a form of communication within and between enterprises and their clients, prospects, and partners is growing steadily; Impact Information Technologies announced that it has expanded its software portfolio with the acquisition of Arcidea; Pivotal has added Eric Rosenfeld to its board of directors.
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