Content & Knowledge Management

  • VirtuOz Intelligent Virtual Agent

    Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service

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    VirtuOz Intelligent Virtual Agent can help deliver excellent virtual assisted-service, delivering direct or guided answers to customers’ questions or performing tasks in case management and CRM systems on behalf of customers. Read our evaluation.
    Jul. 26, 2012
    Technologies
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  • Customer Service Supplier and Product Update 3Q2011

    3Q2011 Was a Quiet Quarter for Customer Service

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    3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow.
    Dec. 8, 2011
    Technologies
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  • Salesforce.com Service Cloud Winter '12

    Cross-Channel Case, Knowledge, Account, and Social Network Management

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    Salesforce Service Cloud Winter ’12 addresses customer service requirements for B2B and B2C organizations of all sizes across many industries in all geographies; if you’re already a Salesforce Sales Cloud user, Service Cloud could be your best fit.
    Dec. 1, 2011
    Technologies
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  • Knova 8.0 from Consona

    Knowledge Management, Customer Service Process Support, and Analytic Functionality

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    Knova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment.
    Oct. 6, 2011
    Technologies
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  • Customer Service Supplier and Product Update 2Q2011

    A Mixed 2Q2011 for Customer Service

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    2Q2011 was a mixed quarter in customer service, mixed in customer growth, financial performance, products, and company activity.
    Sep. 15, 2011
    Technologies
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  • Content Curation Evaluation Framework, Version 3

    What to Consider When Evaluating Content Curation Platforms for Marketing

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    Content curation enables marketers to associate a brand with the best thinking on an issue, monitor competitor activity, facilitate social media engagement, and foster community.
    Sep. 8, 2011
    All Members
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  • RightNow CX May 2011

    Cross-Channel Case Management, Knowledge Management, and Account Management

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    RightNow CX May 2011 is the current release of the CRM Suite from RightNow. Its customer service capabilities comprise facilities for case, knowledge, and account management. Its support for process-oriented assisted-service is its strongest feature.
    Jun. 30, 2011
    Technologies
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  • HiveFire's Curata Platform for B2B Content Curation

    Streamlining Multi-Channel Content Curation for B2B Marketers

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    Review of Hivefire's Curata, content curation SaaS platform for B2B marketers against Patricia Seybold Group’s evaluation framework for content curation platforms.
    May. 5, 2011
    Strategies
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  • Capitalizing on Social Media Channels to Draw Audiences in Specific Business Niches

    Aggregage Uses Content Curation in an Online Advertising Business Model

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    Combine bloggers and subject matter curators with SEO, relevancy filters, and social filters to get a new kind of online publishing from Aggregage. Draw audiences in specific business niches through their content curation.
    Apr. 7, 2011
    All Members
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  • LOUD3R Content Curation Platform

    Content Curation for Publishing Moves into Marketing with an Emphasis on Quality Content

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    Marketers developing content curation strategies can capitalize on LOUD3R’s experience in delivering high quality curated content in the publishing industry. Gain insight into LOUD3R’s product offering and how it fits marketers’ needs.
    Apr. 7, 2011
    Strategies
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  • ConnectedN's Content Curation for Social Media Engagement

    Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects

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    Content curation for social media engagement. Product review of ConnectedN, a content curation platform that enables professionals to easily engage in social media conversations by making timely comments on relevant third-party content.
    Mar. 24, 2011
    Technologies
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  • Customer Service Supplier and Product Update 4Q2010

    A Good 4Q2010 and an Excellent 2010 for Customer Service

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    4Q2010 was a very good quarter for customer service, 2010 was an excellent year; see how 10 customer service suppliers performed.
    Mar. 10, 2011
    Technologies
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  • Moxie's Knowledgebase

    Excellent Knowledge Management, UI Content Management, and Analytics

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    Moxie Software Knowledgebase, formerly nGenera Knowledgebase, is a widely used and well proven offering deployable on premise or in the cloud. Winter Release 2010 is the current release that improves search and the UI and adds the Moxie brand.
    Mar. 3, 2011
    Technologies
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  • Eqentia Content Curation Platform

    Personalization Pays Off

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    Product review of the Eqentia content curation platform provides insight into the capabilities provided to B2B marketers in uses ranging from improving SEO and nurturing leads to gathering competitive intelligence.
    Feb. 24, 2011
    Strategies
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  • Consona Knowledge Driven Support 1.0

    Combining Case Management and Knowledge Management

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    Consona KDS 1.0, the topic of this evaluation, combines case management and knowledge management capabilities to provide product support for high-tech organizations.
    Jan. 20, 2011
    Technologies
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  • IntelliResponse Answer Suite 6.0

    Delivering "One Right Answer" to Customers' Questions

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    IntelliResponse Answer Suite can deliver a single result, the “One Right Answer,” to the search queries that represent any and every customer service question; consider this offering as the front door for your customer service experience.
    Oct. 21, 2010
    All Members
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  • Customer Service Company and Product Update 2Q2010

    A Very Good 2Q2010 for Customer Service

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    2Q2010 was a very good quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; customer growth in the quarter was flat.
    Sep. 16, 2010
    Technologies
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  • nGenera Knowledgebase 9.0

    Excellent Knowledge Management, UI Content Management, and Analytics

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    nGenera Knowledgebase 9.0 is a widely used and well proven offering. New capabilities support social media and communities. Enhancements significantly improve the self-service UI and analytic functionality. Read our evaluation of it in this report.
    Jul. 1, 2010
    Technologies
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  • Customer Service Company and Product Update 1Q2010

    A Steady 1Q2010 for Customer Service

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    This report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers.
    Jun. 17, 2010
    Technologies
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  • Customer Service Evaluation Framework

    How to Evaluate Customer Service Products and Services

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    This framework is designed to speed the evaluation of any of customer service product by analyzing its positioning, deployment, customer activities and channels supported, escalation facilities, key technologies, analytic functionality, and viability.
    May. 26, 2010
    All Members
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