On Wednesday, CentricCRM, a developer of open source CRM software, will announce it is rebranding its application after revamping it and adding new functionality. The company also is changing its name to "Concursive." Now called "Concourse," suite 5.0 offers an integrated CRM, Web site creation, con...
As technology collides with forces of globalization, contact centers and the executives who run them find themselves in the midst of five megatrends. These trends present unique opportunities for these executives to add strategic value to their business, reposition themselves within their organizati...
RightNow is leveraging two of its competitive strengths -- self-service and knowledge management -- to deliver a syndication widget in its November 07 release. The feature allows companies to syndicate and then distribute content, such as pricing or warranty information, across several Web sites tha...
RightNow and Demandware have developed a new mash-up that integrates the former's CRM and customer service offerings with the latter's e-commerce suite. The result is an application that incorporates product content management and promotion with such interaction functionality as click-to-chat, while...
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...
An Ottawa-based provider of CRM for small and medium-sized businesses, The Long Reach Corporation has a surprisingly far-flung customer base, with clients in the United States, Australia, the United Kingdom, Germany and Japan. That is likely due to the special niche it fills for SMBs, a corporate co...
Oracle has rolled out the next iteration of its core database product line. Oracle Database 11g, the company proudly claims, is the result of 15 million test hours and 36,000 person-months of development. "Oracle Database 11g, built on 30 years of design experience, delivers the next generation of e...
Given the many tools that comprise Web 2.0, many business to customer companies are experimenting with each, aiming to synchronize content through a content management system. Based on projects underway at several large consumer goods product manufacturers, this is working out very well, and is in f...
Salesforce.com has announced its first move in what is likely to be a larger push into the content management space: the acquisition last month of Koral Technologies. Salesforce.com is leveraging the small company's technology and content management platform as the building block for Apex Content, i...
Salesforce.com on Tuesday announced its latest acquisition to the world. CEO Marc Benioff said that document management is a core element of the company's platform strategy. That strategy has been rolling out in bits and pieces since the company announced its Apex platform last year. However, it ...
Oracle has released new versions of all five of the major application sets in its software lineup. The Redwood Shores, Calif.-based company announced the release of Siebel CRM 8, Oracle E-Business Suite 12, PeopleSoft Enterprise 9, JD Edwards EnterpriseOne 8.12 and JD Edwards World A9.1 during its A...
It's hard to believe that it's time to make predictions for the year ahead -- it feels like I just finished that job, but here we are again. I dug up my 2006 predictions and was amazed at how close some of them were. The lesson I derive here is that I must not have been trying hard enough. The fun...
I have been very encouraged by the flurry of activity in the sales effectiveness space. Over the last 18 months or so, emerging vendors there have taken a concept that had been around for a while and breathed new life into it. Sales effectiveness is still a catch-all category. If you had to distill ...
eGain Communications has released the latest iteration of its self-service application, eGain Service 7.6. New features include guidance on complex customer interactions and tweaks to security, as well as additional process improvement. Such incremental gains in functionality -- across the self-serv...
Of all the CRM subsector technologies, sales force automation is the most mature. Expecting dramatic change in this category, therefore, would be akin to expecting the radical realignment of a general accounting ledger package. Yet, over the last year or so, dramatic change is exactly what has oc...
Accessibility of service
Convenience in any situation
Cost-effectiveness
Eco-friendliness
No need for parking
Safe ride when having too much fun
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How To Leverage Gen AI Without Losing the Corporate Shirt
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Spectrio Digital Signage Gives AI Assist to In-Store Marketing
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5 Ways Retailers Can Sell More Online With a Personal Touch
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A New Era of Customer Service
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Omnichannel, Online Consumers Shift to Mindful Shopping Practices
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