Social Networking

  • 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
    All Members
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  • Will Amazon.com Emerge as a Viable Gaming Platform?

    Enabling Platform-Agnostic Social Gaming Customer Ecosystems

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    Amazon may provide the next major ecosystem for social gaming, challenging Facebook, Zynga, Apple, and Google.
    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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  • How to Think About Privacy and Managing Your Online Identity

    Use Your Head and Use Your Manners

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    How should you manage your online identity in an era in which all your communications and activities are being tracked both online and offline?
    Jun. 21, 2012
    Strategies
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  • Managing Customer Innovation at Alaska Airlines

    Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile

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    As Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most.
    May. 31, 2012
    Strategies
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  • KANA Experience Analytics

    Powerful Analytics, Tight Integration with KANA Service Experience Management

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    KANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength.
    May. 24, 2012
    Technologies
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  • Facebook’s Timeline: Seductive and Dangerous?

    Applications Integrated into Timeline Track Everything that You and Your Friends Do

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    Facebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked.
    Mar. 22, 2012
    Strategies
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  • Unintended Risks of Using Facebook

    Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!

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    Be a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices.
    Mar. 8, 2012
    Strategies
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  • Attensity Analyze and Attensity Respond

    Multi-Channel Monitoring, Analysis, and Interaction

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    Attensity 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.
    Mar. 1, 2012
    Technologies
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  • Salesforce Radian6

    Social Network Monitoring, Analysis, and Interaction

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    Radian6 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.
    Jan. 26, 2012
    Technologies
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  • The Next Big Thing: Customer Ecosystems

    Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done

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    Customer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems.
    Jan. 12, 2012
    Strategies
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  • RightNow Social Experience

    Monitoring, Analyzing, and Interacting in the Social Cloud

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    RightNow 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.
    Dec. 15, 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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  • Build Community Around "My Stuff"

    How Will Online Communities and Social Networks Evolve?

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    Online customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
    Nov. 10, 2011
    All Members
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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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  • 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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  • Adobe's Online Marketing Suite

    Adobe Omniture Summit 2011 Showcases Momentum, Tangible Progress Toward Aggressive Vision

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    The Adobe Omniture Summit 2011 marked a major step in evolution of the Adobe Online Marketing Suite.  Gain a perspective on what’s needed and insight into Adobe’s offering.
    Mar. 24, 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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  • Why Quora Is Useful (and Addictive)

    Crowdsourced Q&A Community Builds a Knowledge Repository

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    Why is Quora a useful Q&A site for businesspeople and professionals and how should you use it?
    Feb. 3, 2011
    All Members
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  • Designing/Refining Your Mobile Strategy

    Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices

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    Mobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it.
    Dec. 23, 2010
    Strategies
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