Over the last three weeks I have received an intensive course in what it means to be The Customer, and I really liked it. During that time -- not to mention the preceding six months -- my wife and I have been trying to get our kitchen remodeled. In our journey we have dealt with a broad range of co...
NetSuite made its long-anticipated move toward becoming a public company, filing the necessary paperwork on Monday. The company plans to raise up to $75 million with its initial public offering of common stock. The filing did not state the number of shares or the expected IPO price, however. Credit ...
ATG has introduced a service center application for its e-commerce suite, ATG Commerce, that builds on some of the company's previous acquisitions. The Commerce Service Center contact center application integrates e-commerce functionality with back-end order administration, sales support and custome...
Oracle has released Contact Center Anywhere 8.1, an application that builds on its acquisition of Telephony@Work, an on-demand provider of IP-based software infrastructure for hosted contact center services, made exactly a year ago. Oracle Contact Center Anywhere 8.1, is a multimedia IP-based contac...
Software as a Service, also known as "on-demand software," is making inroads across East Asia as organizations large and small become comfortable enough with Web services and network application delivery to risk using them for a variety of business functions. The regional SaaS market will grow more ...
The saga of the $54 million lawsuit against a Washington, D.C.-area dry cleaners over a missing pair of pants has come to an end, with Washington Superior Court Judge Judith Bartnoff ruling that the plaintiff, Roy Pearson, had not proven the store had lost the pants. Now, Pearson, an administrative ...
A new survey conducted by the Computing Technology Industry Association shows that while vendors are gearing up for greater use of radio frequency identification applications in the supply chain, customers have been slow to accept them. A whopping 84 percent of technology resellers, solution provide...
Nuance Communications, the lead vendor in the growing speech-recognition software category, plans to acquire Time Warner's Tegic Communications for $265 million. The acquisition will add $45 million to $48 million in net revenue in fiscal 2008, the company reported. The addition of Tegic, which dev...
Oracle is enhancing the mobile options it offers to Siebel CRM On Demand customers through partnerships with best-of-breed application vendors and device manufacturers. Earlier this year, for example, it announced a partnership with BlackBerry maker Research In Motion. More recently, it struck a dea...
Salestream Software has launched an upgraded version of its e-mail marketing add-in for Microsoft Outlook. PoliteMail 2.0 allows users to craft 1to1 marketing messages instead of generic e-mails. Its major selling point is that users don't have to leave Outlook to use PoliteMail. Additionally, the n...
Oncontact Software has released a new version of its CRM suite that is fully interoperable with Microsoft's Windows Vista operating system. This is the first release in a two-part rollout: Oncontact will release an enhancement to its Web offering in August. Designed to be installed with little integ...
Last year, SAP spin-off company Tealeaf introduced software that allows call center agents and other customer service representatives to see what customers see through their Web browsers through an application called "cxReveal." Now, the company has announced an upgrade to that software that integra...
ATG has updated its e-commerce platform to include automated affinity selling for retailers and other e-commerce providers. It is the biggest update the vendor has made since it rolled out its v. 6.4 platform last summer, spokesperson Tucker Walsh told CRM Buyer. This release enhances the company's ...
Call centers for PC companies placed dead last in customer satisfaction in a survey released Tuesday by an international consulting group. The Ann Arbor, Mich.-based CFI Group found PC call centers scored a 64, the lowest customer satisfaction score of all the industries surveyed. "Scores in the six...
How can companies establish effective customer relationship management in the heat of battle? We're not talking about a military action; the conflict in this case exists between entertainment companies and their customers. "For the most part, the entertainment industry and its customers have been at...
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Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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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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Revenue Tech Stack Sprawl Slows AI Adoption
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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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