CDC Software's Pivotal CRM Customer Service and Support has launched, with major changes to the application's integration with social media and email, and more configuration options. This module was developed for the Pivotal 6 platform, which was built on the .Net Framework. The biggest jump in func...
Customers who shop online at Walmart.com may soon have no way to speak with a live person over the phone to ask questions. Thanks to a new "Customer Contact Reduction" program, the retailer by next week will remove its toll-free customer service support number, according to a Tuesday report in the N...
Wells Fargo has fixed a computer problem that left many of its Web banking customers unable to access their accounts over the weekend. The problems were first discovered Sunday afternoon, and the bank said all services had been restored as of early Tuesday, though some information was expected to ta...
Companies are increasingly faced with the challenge of how to leverage the large amounts of data available in the contact center. The data is accumulated through customer management systems -- CRM, SFA, ERP and order fulfillment -- and interactions with the customer. Even though providing consistent...
Determining the right combination of people, processes and technologies is critical to the effectiveness of the virtual call center -- a call center that functions in every respect as a single logical entity with agents that are physically distributed across multiple locations. An integral piece to ...
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...
Broadband providers have been pushing so-called triple play offerings as a means to fatten their coffers, but those services are also contributing to increasing support costs and drooping customer satisfaction. "The competitive environment that characterizes today's broadband and value-added service...
Last week, Oracle initiated a lawsuit against arch-rival SAP for allegedly stealing copyrighted software and customer support documents. The complaint, filed in a San Francisco federal court, details Oracle's charges, including claims that the illicit incursions were launched from SAP's recently acq...
Open source CRM vendor SugarCRM is adding service-related capabilities into its product line now that it has solidified its hold on marketing and analytics. The firm just released Project Management for its Sugar Professional and Sugar Enterprise product lines. In April, it will be announcing the av...
Oracle has filed suit against SAP in a San Francisco federal court for "corporate theft on a grand scale." The complaint alleges that SAP employees have repeatedly stolen copyrighted software and other confidential information. Oracle said in its filing that SAP staffers at a Texas subsidiary posed ...
Salesforce.com's Spring '07 release, specifically the AppSpace product, is being hailed as a quantum leap forward in functionality that will support users in fulfilling their corporate missions. AppSpace, which hasn't been activated as yet, is a new product that provides users with a place to engag...
SugarCRM, a provider of commercial open source CRM software, is expanding its reach to Europe -- an essential step for any small, high growth software company more than a few years old. The company is opening its European headquarters in Dublin, Ireland. Company cofounder Clint Oram will be the gene...
Business intelligence is a fast-growing segment area in the on-demand market. BI solutions help enterprises track performance, understand business drivers, and manage an organization's overall operations. "BI is a large, complex set of technologies, processes and methodologies that address all of th...
SugarCRM, a provider of open source CRM, has added multi-channel marketing and business analytics functionality to its Sugar Open Source, Sugar Professional and Sugar Enterprise product lines. This development is welcome news to the group of companies that are investigating open source as a viable a...
A survey of online banking illustrates how banks can cement brand loyalty and even increase market share through a thoughtful redesign of their online channel. The survey was one of three extensive research studies released by Keynote Competitive Research, measuring the performance and competitive ...
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