Customer Service, CRM, Customer Portals
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Customer Service Supplier and Product Update 4Q2011
Quarterly Update of Vendors and Products: Mixed Results for 2011
by Mitchell KramerEach quarter, we provide a round-up of product and company activity for the top suppliers of customer service solutions: Astute Solutions, Attensity Group, Consona CRM, eGain, IntelliResponse, KANA, Moxie Software, Oracle, and Salesforce.com. Here’s the update as of Q4 2011. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. -
Customer Service Supplier and Product Update 3Q2011
3Q2011 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2011 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. -
Salesforce.com Service Cloud Winter '12
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce 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. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 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. -
Customer Service Supplier and Product Update 2Q2011
A Mixed 2Q2011 for Customer Service
by Mitchell Kramer2Q2011 was a mixed quarter in customer service, mixed in customer growth, financial performance, products, and company activity. -
RightNow CX May 2011
Cross-Channel Case Management, Knowledge Management, and Account Management
by Mitchell KramerRightNow 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. -
Customer Service Supplier and Product Update 1Q2011
A Good 1Q2011 for Customer Service
by Mitchell Kramer1Q2011 was a good quarter in customer service across customer growth, financial performance, products, and company activity. Three of our suppliers—Attensity Group, KANA, and Salesforce.com—earned Customers.com Customer Service Stars for the quarter. -
SDL BeGlobal 1.1
Real-Time, Automated Translation for Knowledgebase Content
by Mitchell KramerSDL BeGlobal 1.1 from SDL plc is a content translation platform that provides cloud-based, automated, real-time translation between 85 pairs of source and target languages. Learn how you might use the product to localize your customer service content. -
Customer Service Supplier and Product Update 4Q2010
A Good 4Q2010 and an Excellent 2010 for Customer Service
by Mitchell Kramer4Q2010 was a very good quarter for customer service, 2010 was an excellent year; see how 10 customer service suppliers performed. -
Moxie's Knowledgebase
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramerMoxie 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. -
Why Quora Is Useful (and Addictive)
Crowdsourced Q&A Community Builds a Knowledge Repository
by Patricia SeyboldWhy is Quora a useful Q&A site for businesspeople and professionals and how should you use it? -
Consona Knowledge Driven Support 1.0
Combining Case Management and Knowledge Management
by Mitchell KramerConsona KDS 1.0, the topic of this evaluation, combines case management and knowledge management capabilities to provide product support for high-tech organizations. -
KANA Service Experience Management 11
Process-Oriented Customer Service
by Mitchell KramerKANA SEM 11, the topic of this evaluation, provides the facilities and tools to design, orchestrate, analyze, and manage their fundamental customer service processes. -
Customer Service Company and Product Update 3Q2010
An Excellent 3Q2010 for Customer Service
by Mitchell Kramer3Q2010 was an excellent quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; eGain and Moxie Software earned Customers.com Customer Service Stars. -
IntelliResponse Answer Suite 6.0
Delivering "One Right Answer" to Customers' Questions
by Mitchell KramerIntelliResponse 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. -
Customer Service Company and Product Update 2Q2010
A Very Good 2Q2010 for Customer Service
by Mitchell Kramer2Q2010 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.
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