Start-Up Aims to Revolutionize Tech Support Call Centers
Technical support for customers can be an expensive line item for many businesses, and there’s little that can…
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More Than Human
Live chat has become a very useful customer satisfaction tool, particularly when businesses must continually compete for a…
Start-Up Aims to Revolutionize Tech Support Call Centers
Technical support for customers can be an expensive line item for many businesses, and there’s little that can…
Aspective Reports Record Q4
Exceeding its expectations, and defying trends in the Application Service Provider (ASP) market, Aspective, a U.K.-based provider of…
Cable & Wireless Taps iSKY
Cable & Wireless has contracted iSKY Inc. to identify U.S. companies who are about to lose or who…
Pivotal Rings in Bell
Melanie Bell, the former number one regional vice president of sales at Siebel Systems, has been appointed to…
ISM’s Top 30 CRM Products Announced
DCI’s CRM Conference & Exposition concludes today in Chicago where consulting firm ISM, Inc. announced the Top 30…
Comcast Angers Privacy Groups But For What?
Privacy advocates spent Wednesday blasting Comcast Corp. (NASDAQ:CMCSK) for its decision to record the Web surfing activities of…
Octopus’ Luong To Serve Jeeves
Question and answer search engine Ask Jeeves Wednesday says it has appointed Tuoc Luong as its new senior…
J.D. Edwards Offers Self-Service Apps.
J.D. Edwards & Co. , the Denver, Colo.-based provider of collaboration solutions, yesterday announced the launch of OneWorld…
Real-Time Chat Gets Java
LivePerson, Inc.’s real-time communications solutions will add a Java-based version to its product line, giving Mac, Linux, Unix,…
eConvergent Solution Emerges
eConvergent, Inc. unveiled its flagship enterprise CRM integration platform, eMergeTM, designed to connect CRM products and disparate sources…
Salesnet Rings Up $7.8 M
Salesnet, a Boston application service provider (ASP) focused on sales force automation software (SFA), has raised $7.8 million…
Sun Chooses NFO for Better Customer Research
Computer giant Sun Microsystems announced Tuesday it chose NFO Prognostics’ ASP-enabled research program to better understand, assess and…
Salesforce.com Goes Offline and Big Biz
Salesforce.com, a provider of online customer relationship management (CRM) software, announced today that it plans to offer new…
Sony Enters the SPIN Zone
Sony Pictures Digital Entertainment has officially entered the SPIN zone with the formation of a new web hosting…
Ask Jeeves Behind Drug Company’s Search Site
Question and answer search engine Ask Jeeves Monday says it has inked a deal with Swiss pharmaceutical giant…
Aspect Ends CRM Drought
Florida Water will implement solutions from Aspect Communications Corporation in an effort to improve service to the customers…
Siebel Supports webMethods’ Web Services Offering
webMethods, Inc. , the Fairfax, Va.-based provider of integration software, today announced that Siebel Systems, Inc., , the…
Navigational Systems Defined by Customer Experience
By Mary Brodie Web sites frequently are the main interaction medium between users — such as customers, partners,…
Unica: Grow Slow, Aim High
A decade after its founding, Unica, a Lincoln, Mass., maker of marketing software, is opening its first overseas…
Calif. Probes Pac Bell DSL Cramming
The California Public Utilities Commission (CPUC) Friday says it will investigate claims that Pacific Bell under reported its…
Strip Clubs
Going to Las Vegas is like an out-of-body experience. Wandering amid the miles of neon, one searches for…
BA Consolidates Disparate Databases Into Single Enterprise-wide Data Warehouse
To handle its soaring customer and commercial data volumes in Asia, British Airways (BA) will consolidate these data…
Stream Plans Fourth Canadian Center
Stream International, a Canton, Mass., provider of online and off-line help desk services, will build a new facility,…
CRM ‘Big Wins’ Will Influence Skeptics
As more enterprises design and install CRM systems, they’re learning that “privacy” must discussed in the same sentence…
Financial Firms to Web Users: Help Yourself
Seeking an advantage in a highly competitive industry, banks, brokerages and mutual fund operators will triple their spending…
Harvard Publishing Going Digital With Dimension Data
Dimension Data Holdings, plc, a London-based systems integrator with U.S. headquarters in Reston, Va., is working with Harvard…
China’s Guangzhou Price Control Bureau Revamps Hotline System
Guangzhou Price Control Bureau has implemented a 24×7 hotline system to provide the public with a more convenient…
Siebel Courts Retail with eConsumer Goods 7
Siebel Systems, Inc. has enhanced and improved a component in its arsenal of e-business applications. Siebel eConsumer Goods…
PLI, IAB Roll Out Latest Online Privacy Ad Campaign
The Privacy Leadership Initiative (PLI) is releasing its latest series of Internet public service advertisements aimed at educating…
The Myth of ROI, Part 2
In the first part of “The Myth of ROI,” I discussed the truth behind the customer relationship management…
Dreyfus Expands Use Of Onyx CRM
Onyx Software Corp. , the Bellevue, Wash.-based provider on online Customer Relationship Management (CRM) solutions, today announced that…
NetIQ, Quadstone Pair Offerings
Network analytics firm NetIQ is teaming up with Scottish database marketer Quadstone to roll out an “all-in-one” offering…
COO Departing E.piphany
Customer relationship management (CRM) software maker E.piphany Tuesday says chief operating officer Bill Walsh will be leaving the…
The Next Generation Customer Communication Platform
By Jonathan Eisenzopf In the not-too-distant future, we will begin seeing unified customer support platforms that allow companies…
Webcare 3.0 Released
“Despite all the advances in the wireless technology itself, the way we typically service and manage customers is…
Fixing Shoddy Online Service Track Records
Two recent surveys by Jupiter Media Metrix found customer response rates lagging amongst online retailers. “The implications of…
Customer Satisfaction Playing Role in IT Compensation
A survey of IT executives and human resource managers found that most IT companies believe employee compensation should…
Kana Licenses Jabber
Kana , which provides “external-facing eCRM solutions,” said it has licensed the Jabber Communications Platform (JCP) from Jabber…
J.D. Edwards Offers Collaborative Forecasting
J.D. Edwards & Co. , the Denver, Colo.-based collaborative technology solutions provider, today announced the general availability of…
ZAMBA Makes Contact with Symbol
CRM consulting and systems integration company ZAMBA Solutions was selected by Symbol Technologies, Inc. to provide contact center…
Onyx Software Q4 Earnings Breakeven
Onyx Software , the Bellevue, Wash. provider of customer relationship management (CRM) applications, Tuesday announced financial results for…
The Best of Intentions
You know what they say about the best intentions … There’s a lot to be said for the…
Affordable CRM Solutions Reach the Mid-Market
In the past costly customer relationship management (CRM) software was exclusively the domain of large affluent corporations –…
Not Enough e-Businesses are Customer-Orientated
Online service and support structures are apparently still taking a backseat as companies struggle to come to terms…
Privacy Groups Create E-mail Seal Program
Privacy organizations TRUSTe and ePrivacy Group are set to unveil a seal program designed to help improve consumer…
Case Study: Connecting Students, Teachers, Parents, and Librarians With bigchalk’s Timely Newsletters
Introduction: bigchalk, The Education Network Bigchalk, inc. is a comprehensive education destination for the K-12 learning community, with…
CRM Consolidation: Pegasystems Buys 1mind
In a merger of New England customer relationship management (CRM) firms, Pegasystems , of Cambridge, Mass., is buying…
Serving Customers Online
I must say that I’m very disappointed. This is just not at all what I had hoped to…