Search & Recommendations

  • Desk.com from Salesforce.com

    Customer Service for Small to Midsize Organizations

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    Desk.com is Salesforce.com's cloud-based customer service offering for very small to medium-sized businesses. Its strengths include case management and reporting capabilities, as well as channel and mobile device support. Desk.com’s knowledge model and knowledge management services support multiple languages very well.
    Jun. 15, 2016
    Technologies
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  • Freshdesk

    Case Management, Knowledge Management, and Social Customer Service for SMBs

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    Freshdesk packages attractive and high value cross-channel case management, knowledge management, social customer service, and chat capabilities suitable for small, mid-sized, and large organizations. It competes with Zendesk and with Salesforce.com's Desk.com.
    Mar. 11, 2016
    Technologies
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  • Nuance Nina

    Virtual Assistants that Deliver Answers and Perform Actions

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    Nina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software,
    Nov. 21, 2015
    Technologies
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  • Zendesk

    Cross-channel Case Management, Knowledge Management, and Social Customer Service for SMB and the Enterprise

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    Zendesk, packages attractive cross-channel case management, knowledge management, and social customer service capabilities suitable for small, mid-sized, and large organizations. Read our evaluation.
    Oct. 15, 2015
    Technologies
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  • Personalized Answers to Customers’ Questions

    Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

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    V-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels.
    Apr. 24, 2014
    Technologies
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  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

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    Nina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to knowledgebase answers.
    Jan. 29, 2014
    Technologies
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  • DuckDuckGo Respects Our Privacy

    Fast, Simple Search with an Open Customer-Friendly Ecosystem

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    People who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution.
    Jun. 28, 2013
    Strategies
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.
    Jan. 3, 2013
    All Members
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  • Next IT ActiveAgent

    Virtual Agents that Deliver Sophisticated Answers to Complex Questions

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    Next IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation.
    Nov. 29, 2012
    Technologies
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  • Creative Virtual V-Person

    An Offering from a Virtual Assisted-Service Pioneer

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    Creative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Read our evaluation.
    Sep. 20, 2012
    Technologies
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  • Adobe Recommendations: Personalizing the Customer Experience

    Harnessing the Power of the Adobe Digital Marketing Suite

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    Adobe Recommendations should be on the short list of marketers in retail ecommerce, B2B ecommerce, media, financial services, high tech, or publishing who seek to personalize their customer experience and drive higher revenues.
    Aug. 16, 2012
    All Members
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  • 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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  • Peerius Recommendation and Personalization Solution Evaluation

    Personalizing Many Aspects of Customer Experience

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    Our evaluation explains why Peerius should be on the short list of any retailer who seeks to personalize any aspect of the customer experience using behavioral, profile and social data to predict which content will be the most valuable.
    Jun. 21, 2012
    All Members
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  • Steps to Success for Personalizing Your Customer Experience

    A Roadmap for Personalization

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    See how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience.
    Jun. 7, 2012
    All Members
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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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  • Recommendation Solution Evaluation Blank Matrix, Version 2

    Evaluating Recommendation Engines, Platforms or Services

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    Recommendations are hot, solving problems from order size to search to personalization. We identify the key criteria for selecting a recommendation solution.
    Sep. 22, 2011
    All Members
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  • Recommendation Evaluation Framework, Version 2

    Evaluating Solutions for Personalization and Recommendations

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    Recommendation solutions automate and personalize suggestions. Here are the key criteria you should use for selecting a recommendation solution.
    Sep. 22, 2011
    All Members
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  • Recommendation Solution Market Recap: 1Q2011

    Mobile, UI, and Algorithm Enhancements Lead the Product News

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    Based on company reported data, we recap product, customer, and company activity for recommender systems providers Adobe, Avail, Baynote, iGoDigital, Locayta, MyBuys, PredictiveIntent, and Strands.
    Aug. 4, 2011
    Technologies
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  • Comparative Rating of Five Recommendations Solutions

    Analysis of Relative Merits of Avail, Baynote, Certona, Omniture, and RichRelevance

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    This relative ranking summarizes our detailed evaluation and comparison of five leading recommendation solutions: Avail Intelligence, Baynote, Certona, Omniture, and RichRelevance.
    Mar. 31, 2011
    Technologies
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  • Side-by-Side Comparison of Six Recommendations Solutions

    Spreadsheet Lays Out Vendor Performance from Avail, Baynote, Certona, Loomia, Omniture, and RichRelevance against Our Detailed Requirements

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    Our side-by-side comparison spreadsheet analyzes six leading recommendations solutions.
    Nov. 11, 2010
    Technologies
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