Customer Information & CRM

  • Microsoft: Competitive in Customer Service

    Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service

    by
    Here's an overview of Microsoft's latest customer service offering: Dynamics 365 Customer Service. It can be deployed in-house or in the cloud.  It is only appropriate for enterprise accounts and large non-profits. Microsoft does not yet offer a competitive SMB offering for customer service.
    Dec. 5, 2016
    All Members
    click to read more
  • Desk.com from Salesforce.com

    Customer Service for Small to Midsize Organizations

    by
    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
    All Members
    click to read more
  • Salesforce Social Studio

    Listen, Analyze, and Interact across the Social Web

    by
    Salesforce Social Studio is a high value package that combines broad and deep social customer service and social marketing capabilities. Read our evaluation.
    Apr. 28, 2016
    All Members
    click to read more
  • Freshdesk

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

    by
    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
    All Members
    click to read more
  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

    by
    We evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions.
    Jun. 24, 2015
    All Members
    click to read more
  • Angie’s List Doesn’t Arm Its Front-Line Troops

    Don’t Ask for Customer Feedback if You Don’t Know What’s Going On

    by
    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
    All Members
    click to read more
  • Oracle Service Cloud Virtual Assistant

    A Good Solution for Oracle Service Cloud Subscribers

    by
    Here’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering.
    Feb. 20, 2015
    All Members
    click to read more
  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

    by
    Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.
    Dec. 19, 2014
    All Members
    click to read more
  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

    by
    Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.
    Oct. 15, 2014
    All Members
    click to read more
  • 10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals

    Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients

    by
    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
    All Members
    click to read more
  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

    by
    Desk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report.
    Aug. 22, 2014
    All Members
    click to read more
  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

    by
    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
    All Members
    click to read more
  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

    by
    Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
    Jul. 10, 2014
    All Members
    click to read more
  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

    by
    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
    click to read more
  • Customer Service Supplier and Product Update 1Q2014

    1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration

    by
    Our review of customer service suppliers in Q1 2014 pinpointed a renewed focus on customer service integration. Integration of all customer-impacting information expands and streamlines the customer service experience.
    Jun. 5, 2014
    All Members
    click to read more
  • Clarabridge 6.1

    Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

    by
    Clarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation.
    May. 9, 2014
    All Members
    click to read more
  • Personalized Answers to Customers’ Questions

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

    by
    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
    All Members
    click to read more
  • IBM’s MobileFirst “Customer Cloud” Strategy

    Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?

    by
    How do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.”
    Mar. 28, 2014
    All Members
    click to read more
  • Customer Service Supplier and Product Update 4Q2013

    4Q2013 Was a Good Quarter for Customer Service

    by
    4Q2013 was a good quarter for customer service for suppliers Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Verint acquired KANA in the 4th quarter of 2013.
    Mar. 7, 2014
    All Members
    click to read more
  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

    by
    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
    All Members
    click to read more