Search & Content Management
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Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
by Mitchell KramerWhat's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed via smartphone, regular phone, web, or texting. Here is an update covering 2017 market leading virtual assistants from [24]7, Creative Virtual, IBM, Next IT, and Nuance. -
Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
by Mitchell KramerHere'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. -
Nuance Nina
Virtual Assistants that Deliver Answers and Perform Actions
by Mitchell KramerNina 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, -
DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution. -
Content Curation Evaluation Framework, Version 3
What to Consider When Evaluating Content Curation Platforms for Marketing
by Susan McKittrickContent curation enables marketers to associate a brand with the best thinking on an issue, monitor competitor activity, facilitate social media engagement, and foster community. -
Five Reasons to Put Your Business in the Cloud
How SaaS Is Changing Ecommerce and the Software Industry, and What You Should Do About It
by Susan AldrichSaaS has democratized advanced capabilities that had been available only to top tier sites, signaling a revolution in how software is consumed. Learn why SaaS is so hot. Prepare your checklist for finding the right SaaS for your company. -
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
by Susan AldrichOur side-by-side comparison spreadsheet analyzes six leading recommendations solutions. -
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. -
Baynote Collective Intelligence Platform and Recommendation Applications
Automated Recommendations, Search, and Navigation for Multiple Industries
by Susan AldrichIf you are in retail or B2B ecommerce, publishing, telecommunications, travel, media, healthcare, high-tech, consumer packaged goods, or manufacturing, Baynote’s recommendation solutions should be on your short list. -
Avail Intelligence Behavioral Merchandising
Platform Automates Merchandising, Recommendations, Social Search
by Susan AldrichIf you are in retail or B2B ecommerce, Avail Behavioral Merchandising should be on your short list. Avail Intelligence’s solution, among the most mature on the market, with unique support for collaborative merchandising and strong client care. -
Omniture Recommendations
Integration with Powerful Omniture Marketing Suite
by Susan AldrichIf you are in ecommerce, publishing, or advertising, Omniture Recommendations should be on your short list. Omniture’s marketing suite is very strong, with a scalable hosting infrastructure, and Omniture’s client care support marketers cross channel. -
Recommendation Evaluation Framework, Version 1
Evaluating Recommendation Engines, Platforms or Services
by Susan AldrichRecommendations are hot, solving problems from order size to search to personalization. We identify the key criteria for selecting a recommendation solution. -
IBM's Enterprise Content Management Strategy: Bigger than ERP?
Broader and Deeper; Redefines Both Content and Management
by Susan AldrichIBM's Enterprise Content Management (ECM) strategy is big—very big. And that’s good news for customers. -
Search Product and Company Update 2H2008
Surprisingly Successful Second Half Caps Economic Challenge of 2008
by Susan AldrichDespite the U.S. recession, the search vendors on my watch list performed quite well during the first half. -
Ecommerce Search Evaluation: Omniture Merchandising
Ecommerce Search, Merchandising, and Marketing
by Susan AldrichOmniture Merchandising provides a very strong search, navigation, marketing, and merchandising platform for retailers, that should be on your short list. -
Search Product and Company Update 1H 2008
Impressive First Half Begins a Potentially Painful 2008
by Susan AldrichDespite the U.S. recession, the search vendors on my watch list performed quite well during the first half. -
Ecommerce Search Evaluation: Mercado Ignition
User Interface, Ecommerce Search, Merchandising, and Marketing
by Susan AldrichWith Ignition, Mercado creates an environment that streamlines the efforts of shoppers and merchandisers. Retailers must consider Ignition at the top of their choices for search and merchandising. -
Ecommerce Search Planning and Evaluation Framework, Version 1
How to Plan and Select Search, Navigation, and Discovery Solutions for Ecommerce Web Sites
by Susan AldrichHere is everything you need to know in order to plan, select, and manage ecommerce search, navigation, and discovery. -
PSGroup Bull's-Eye: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
by Susan AldrichWe compare five leading ecommerce search offerings against our 230 evaluation criteria, to pick the leader. -
End-to-End Search Marketing and Customer Experience
Summary of Survey Results
by Susan AldrichMaking the most of your search opportunity isn’t simple, but there are steps you can take to optimize your customers’ search experience and reap increased and more profitable revenue as a result.
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