Search & Recommendations
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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. -
Desk.com from Salesforce.com
Customer Service for Small to Midsize Organizations
by Mitchell KramerDesk.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. -
Freshdesk
Case Management, Knowledge Management, and Social Customer Service for SMBs
by Mitchell KramerFreshdesk 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. -
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, -
Zendesk
Cross-channel Case Management, Knowledge Management, and Social Customer Service for SMB and the Enterprise
by Mitchell KramerZendesk, packages attractive cross-channel case management, knowledge management, and social customer service capabilities suitable for small, mid-sized, and large organizations. Read our evaluation. -
Personalized Answers to Customers’ Questions
Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization
by Mitchell KramerV-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. -
Nina Web
Flexible and Accurate Answers to Customers’ Questions
by Mitchell KramerNina 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. -
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. -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia SeyboldAmazon 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. -
Next IT ActiveAgent
Virtual Agents that Deliver Sophisticated Answers to Complex Questions
by Mitchell KramerNext IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation. -
Creative Virtual V-Person
An Offering from a Virtual Assisted-Service Pioneer
by Mitchell KramerCreative 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. -
Adobe Recommendations: Personalizing the Customer Experience
Harnessing the Power of the Adobe Digital Marketing Suite
by Susan AldrichAdobe 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. -
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. -
Peerius Recommendation and Personalization Solution Evaluation
Personalizing Many Aspects of Customer Experience
by Susan AldrichOur 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. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee 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. -
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. -
Recommendation Solution Evaluation Blank Matrix, Version 2
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. -
Recommendation Evaluation Framework, Version 2
Evaluating Solutions for Personalization and Recommendations
by Susan AldrichRecommendation solutions automate and personalize suggestions. Here are the key criteria you should use for selecting a recommendation solution. -
Recommendation Solution Market Recap: 1Q2011
Mobile, UI, and Algorithm Enhancements Lead the Product News
by Susan AldrichBased on company reported data, we recap product, customer, and company activity for recommender systems providers Adobe, Avail, Baynote, iGoDigital, Locayta, MyBuys, PredictiveIntent, and Strands. -
Comparative Rating of Five Recommendations Solutions
Analysis of Relative Merits of Avail, Baynote, Certona, Omniture, and RichRelevance
by Susan AldrichThis relative ranking summarizes our detailed evaluation and comparison of five leading recommendation solutions: Avail Intelligence, Baynote, Certona, Omniture, and RichRelevance.
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