Content & Knowledge Management
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VirtuOz Intelligent Virtual Agent
Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service
by Mitchell KramerVirtuOz 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. -
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. -
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. -
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. -
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. -
HiveFire's Curata Platform for B2B Content Curation
Streamlining Multi-Channel Content Curation for B2B Marketers
by Susan McKittrickReview of Hivefire's Curata, content curation SaaS platform for B2B marketers against Patricia Seybold Group’s evaluation framework for content curation platforms. -
LOUD3R Content Curation Platform
Content Curation for Publishing Moves into Marketing with an Emphasis on Quality Content
by Susan McKittrickMarketers developing content curation strategies can capitalize on LOUD3R’s experience in delivering high quality curated content in the publishing industry. Gain insight into LOUD3R’s product offering and how it fits marketers’ needs. -
Capitalizing on Social Media Channels to Draw Audiences in Specific Business Niches
Aggregage Uses Content Curation in an Online Advertising Business Model
by Susan McKittrickCombine bloggers and subject matter curators with SEO, relevancy filters, and social filters to get a new kind of online publishing from Aggregage. Draw audiences in specific business niches through their content curation. -
ConnectedN's Content Curation for Social Media Engagement
Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects
by Susan McKittrickContent 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. -
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. -
Eqentia Content Curation Platform
Personalization Pays Off
by Susan McKittrickProduct review of the Eqentia content curation platform provides insight into the capabilities provided to B2B marketers in uses ranging from improving SEO and nurturing leads to gathering competitive intelligence. -
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. -
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. -
nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramernGenera Knowledgebase 9.0 is a widely used and well proven offering. New capabilities support social media and communities. Enhancements significantly improve the self-service UI and analytic functionality. Read our evaluation of it in this report. -
Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
by Mitchell KramerThis report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers. -
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
by Mitchell KramerThis framework is designed to speed the evaluation of any of customer service product by analyzing its positioning, deployment, customer activities and channels supported, escalation facilities, key technologies, analytic functionality, and viability.
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