SAP, which has developed and acquired a number of applications for small and medium-sized companies, added yet another to its line up. SAP Business ByDesign is an on-demand enterprise suite aimed at companies with 100 to 500 employees that do not have strong internal IT support. The application prov...
Analytic software provider Verint released the first update of its Audiolog application since its acquisition of Mercom last year. A call recording and monitoring application designed for small and medium-sized business contact centers, Audiolog incorporates enterprise-level features that have been ...
Salesforce.com added two functional areas to its CRM and introduced its Force.com platform with the rollout of its Winter '08 release. The new product lines are Salesforce.com Content and Salesforce.com Ideas, which provide content management and a Web 2.0 environment for collaboration in the enterp...
The contact center has become the focal point of customer interaction. The method by which the customer interacts with the contact center dwarfs all other modes of interaction. Whether it occurs via phone, chat, e-mail, self-service Web or self-service IVR, the customer is inundating the contact cen...
Bank of America has quietly raised ATM fees it charges noncustomers to $3. The bank has more than 16,000 national branch location machines; of these, some 6,000 are located in such public places as malls, movie theaters and stadiums. Fees to use these ATMs will remain $2. The bank raised its fee to ...
In the ultimate game of bait-and-switch, several Web sites try to pass off a bot as a bod. That is to say that Live Chat is offered to users, but there's no flesh-and-blood person on the line, there's only a chat bot making a robotic guess at what the user might want to know. Few are fooled by the s...
A CRM consultancy will be launching what it describes as the first CRM Web 2.0 portal for executive recruitment and career development in this industry. Located at myCRMcareer.com, the Web site will be managed by Bruce Culbert, Ted Hartley and Paul Greenberg, principals at BPT Partners. Besides empl...
CentricCRM, a developer of open source CRM aimed at larger enterprises, is set to release an update of its flagship product, CentricCRM 5.0, next month, CEO David Richards told CRM Buyer. "This will be a very significant release for us," he said, pointing to new platform-level support for third part...
Although some people are still trying to enjoy the last of the summer weather, the retail holiday shopping season has begun. With that, inevitably, comes the peak e-mail marketing season. The holiday e-mail season started last year on Sept. 6 with a Christmas reference in a Sam's Club e-mail, accord...
Aspect Software has introduced a series of software modules under one suite aimed at optimization performance in the contact center. The modules are for workforce management, recording and quality management, performance management, campaign management and coaching and e-learning. Called "Performanc...
When Apple CEO Steve Jobs abruptly announced that the company was cutting the price for the 8GB iPhone from $599 to $399, he appeared to be a bit dismissive of the product's early adopters -- many of whom stood in line for hours to acquire the coveted gadget. Some 24 hours later, though, he was tryi...
My last few columns have been focused on new technologies that are making their way into the broader CRM suite. Expanding the CRM suite has never been easier, as platform vendors like Salesforce.com provide all the capabilities necessary for innovative developers to add something to the ensemble. He...
Salesforce.com has signed a contract to supply 40,000 Web-delivered software subscriptions to Japan Post, bringing the total number of deployments to the company to 45,000. The contract is now the largest seat deployment for the iconic on-demand vendor to date. Japan Post, which is set to be privati...
Dave Duffield, most famously the founder of PeopleSoft and now Workday, was giving a keynote presentation at the RightNow user conference in Colorado Springs, Colo., when it hit me. Duffield is about to become a kingmaker in the on-demand market. Please forgive the apparent hyperbole and continue.
Oracle plans to acquire Netsure Telecom, a Dublin, Ireland-based company that provides networking intelligence, analytics and network data integrity software. The company's typical clients include tier one operators of next generation network and service providers such as Vodafone, Cable & Wirel...
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Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
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Who or What Just Bought That? AI Agents Are Rewriting Digital Identity
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AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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Workbooks Takes On CRM Giants With Plain-English AI
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