CRM vendors -- the champions of customer service best practices -- received dismal ratings for their own treatment of online customers in a new survey. The Customer Respect Group has rated customer service in such industries as banking, airline and travel, telecom, consumer goods, manufacturing, foo...
Cisco Systems has released the next version of its Unified CRM Connector. Like previous versions, it links into the Microsoft CRM application to provide integrated contact center-CRM functionality. Version 3.0 of the Unified CRM Connector, however, is much more appealing to users than its predecesso...
Personal banking is called retail banking in the biz because traditionally consumer banking occurred in a building on Main Street, Anytown, U.S.A. The bank sat among department and hardware stores, coffee and flower shops. In the eyes of consumers, it was another downtown retailer. But in the mid-1...
ACT is offering users new collaboration and productivity functionality with the addition of five companies to its Add On partner network. Launched in August 2004, the program grew to include 25 featured products in the first year. It currently includes 61 add ons. The new partners announced Monday, ...
Two years ago or so, a handful of upstart companies entered the CRM market offering open source technologies designed specifically for this space. At the time, open source CRM was neither mature nor relevant enough to corporate deployment needs to make much of a dent in the CRM space. Fast forward t...
CDC Software is adding another CRM software vendor to its portfolio of acquisitions that will expand its product line and widen its distribution channel. On Thursday, the company announced it has signed a definitive agreement to purchase c360, a provider of CRM add-on products, industry-specific app...
On Wednesday NetSuite made five announcements designed to catapult it into a leadership position in the on-demand, or software as a service, market. In no particular order the company announced its version 11.0 release, informed the world that this release is fully AJAX infused, introduced a scripti...
Microsoft and Alcatel expect to deliver a product next month that will target mid-sized companies with contact centers around the world. The two companies announced their intentions on Wednesday. The new product will be based upon Alcatel's OmniTouch Contact Center Premium Edition and Microsoft Dyna...
The relationship between CRM vendor and its channel ecosystem has slowly been changing over the last two years, driven by a number of industry trends. Once seen almost as a commodity, a vendor's ecosystem -- its resellers, independent software vendors, systems integrators with certifications for the...
Cognos has added a number of new reporting capabilities to the latest version of its Business Intelligence application, as well as a new stand-alone search engine product that will be standard in future releases. Other new features in Cognos 8 include the ability to view Cognos 8 BI reports, analyse...
Microsoft is pushing distributors and resellers to enlarge its CRM market share through the introduction of two new initiatives: a new professional Dynamics CRM edition for service providers that has been enhanced to make both hosted and on-premise deployments easier; and new prepackaged connectors ...
The contact center and software and service market continues to remain fragmented, according to Gartner's latest report on the industry, with various applications in the space addressing only a portion of users' needs. In large part, that is because the leading functions users want from such applica...
Microsoft is formalizing a trend that has been front and center in the CRM arena for years; the integrated suite approach to customer service is already a staple of most enterprise applications. Now, though, it has trickled down to the mid-market and even small business spaces. Last week, with much ...
"In terms of new VoIP products, this is definitely the year of the small business," John Macario, president of Savatar, told CRM Buyer. Macario has attended several VON Conference and Expos -- the voice-data industry's primary trade show -- over the years. At this year's show, now drawing to a close...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Workbooks Takes On CRM Giants With Plain-English AI
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