B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and personalize their outreach efforts. It includes predefined categories such as "satisfied" and "frustrated." The sentiment analysis capability is an addition to TeamSupport's Customer Distress Index...
Flanked by former New Mexico Gov. Bill Richardson, Google chairman Eric Schmidt arrived Monday in North Korea. Richardson, who also is a former UN ambassador, has characterized the trip as a "private humanitarian mission" -- a far more hospitable description than ones coming from the U.S. State Depa...
After years spent battling obstruction of justice charges in an investigation of Credit Suisse First Boston, former investment banker Frank Quattrone is back with an investment firm of his own. Qatalyst Group, launched Monday by Quattrone and some former colleagues, is a technology-focused merchant ...
Philips Electronics said Thursday it had reached an agreement to sell a majority stake in its semiconductor business to a group of private equity firms for US$4.4 billion. Philips said the sale would enable it to focus on its core business of producing consumer and industrial electronics devices. Ko...
High-profile equity firm Kohlberg Kravis Roberts & Co. has unveiled a deal for an affiliate to acquire Indian software company Flextronics for $900 million. Flextronics will retain a 15 percent equity stake in the software business with the deal, which represents KKR's first such stake in India....
A new study released this week by Boston-based Strategy Analytics offers an ominous warning -- companies focused on supplying light-emitting diodes (LEDs) for liquid crystal displays (LCD) and keypad backlighting functions will see their revenues plummet an astounding 41 percent in the next three ye...
The agency charged with Internet oversight may give its blessing to single-letter domain names, which have been reserved since 1993. The Internet Corporation for Assigned Names and Numbers (ICANN) will decide this and other issues at a meeting in Vancouver, B.C., this weekend. Single-letter domains ...
Agilent Technologies is selling its semiconductor business in yet another example of how the chip industry has blossomed with consumer, mobile and networking technology and devices, but has become a fast-moving, boom-or-bust business that is difficult to deliver for Wall Street. The expected sale, a...
Ability to fast-forward, skip commercials
Channels, programming matches my interests
Customer service, support from provider
Flexibility to cancel at my discretion
Has DVR, cloud or box
Overall cost
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Call Center Conundrums and How To Achieve Meaningful Customer Interactions
Advanced Voice Response Tech Leading to Improved CX
NICE Platform Answers Call for Hyper-Personal CX Tools
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Knowledge Management: The Silent Star of Modern Service
Oracle Service Empowers Organizational Growth With Automation
How Oracle’s Digital-First Service Drives Sustainable Differentiation
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Sports Betting Platforms Gambling With Substandard CX
Metaverse Marketing Offers New Approach To Utilizing Customer Data
Remote Work Transformation Calls for Prioritizing Employee Tech Choices
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How AP Automation Bolsters Supplier and Customer Relationships
Managing Google's Algorithm Updates
4 Tips To Attract a Younger Customer Base
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Forrester Predicts Net Loss of 1.42 Million US Jobs to Automation by 2032
Reports Warn of Worsening Warfare From Cyber Criminals in 2022
Piecing Together the Supply Chain Puzzle
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Zoho Consolidates Marketing Functions
Unboxing Marketing Maneuver Packs CRM, Personalization Inside the Box
Consumer Activism Will Steer Brand Focus in 2022
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5 Ways Chief Customer Officers Can Drive Net Revenue Retention
Supply Chain Fears, Inflation, Robust Online Sales Drove Jump in Holiday Returns
Practical Ideas To Make Money With Software
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Looking for Love Online? Advice To Protect Your Wallet
Digital Clienteling Platform Breathes Life Into Live Commerce
Despite Covid Defections, CES 2022 Show Goes On Live, Virtual
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Have We Forgotten How To Sell?
More Transparency, Marketing Shifts Can Ease Supply Chain Strain
Spreadsheet Mishigas
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Digital Skills Front and Center
Build Better Customer Engagement for Bigger Brand Payoffs: Report
Sales Software Vendor Satisfaction Leaders Revealed
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Tech Real Estate Grab Headed to a Small Town Near You
Dreamforce NYC Was Un-CRM-Like and That's Okay
This Year in CRM
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