Resolve customer service inquiries from start to finish

Posted on January 26, 2012 by Info-Tech

Providing exceptional customer service is an activity that most organizations must achieve to grow and retain their client base. For firms that need functionality going “above and beyond” what their CRM platforms offer, Info-Tech recommends adopting a best-of-breed point solution … Continue reading →

Posted in Applications, Research, What's New in Research | Tagged Assistly, crm, CSM, customer service, Customer Service Management, customer-relationship-management, Dynamics, microsoft, mobile, Oracle, Parature, rightnow, salesforce, Service Cloud, Siebel, social-media, SugarCRM, Team Support, ZenDesk | Comments Off

 

 

Dreamforce 2011

Posted on September 19, 2011 by Info-Tech

At Salesforce.com’s 2011 annual Dreamforce conference, the company announced or released several new cloud-based products and services well beyond its core CRM platforms.  These include: Significant enhancements to its “Chatter” social collaboration product, making it fully competitive in the collaboration … Continue reading →

Posted in News & Analysis, Videos | Tagged chatter, collaboration, crm, database.com, dreamforce, force.com, marketing, sales, salesforce.com, service, social | Comments Off

 

 

Is Your Smartphone Turning Into an IVR?

Posted on September 14, 2011 by Tim Hickernell

Organizations must start designing smartphone apps to blend both data and telephony points of interaction into one customer experience for reduced costs to serve and improved customer satisfaction. Continue reading →

Posted in News & Analysis | Tagged call center, crm, customer service, IVR, Nuance, self-service, telephony | Comments Off

 

 

Go Beyond Field Service Automation by Incorporating Advanced Mobile Technology

Posted on July 5, 2011 by Info-Tech

Field service automation is nothing new, but mobile technology is rapidly enhancing the capabilities of mobile workers, transforming the role of field service management software. The benefits of field service software have long been apparent. Automated scheduling and dispatching of … Continue reading →

Posted in Applications, News & Analysis, What's New in Research | Tagged Astea, ClickSoftware, crm, customer-relationship-management, Field service, field service automation, field service management, FieldPower, Infor, Metrix, mobile, ServiceMax, Servigistics, ViryaNet, workforce management | Comments Off

 

 

Salesforce.com shines with new a social “Radian6-ce”

Posted on March 31, 2011 by Tim Hickernell

Those who did not build their own social monitoring capabilities 2-3 years ago will be buying. But since Salesforce.com over-paid for Radian6 and just inflated the value of the remaining SMMP market leaders in the process, we may see some very interesting bidding wars in the near future. Continue reading →

Posted in News & Analysis | Tagged crm, nimble, salesforce.com, social-crm | Comments Off

 

 

 

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