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Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

expand the customer base  self-service. Enterprises now can expand the supported range of customer inquiries to include unstructured, informational requests over the phone. In the past, only web sites with well-managed knowledge bases could handle these types of queries. New advances that merge speech recognition and knowledge base technology provide the ability to process these requests over the phone. This Report explores the maturity of VSS from its technology history to the architectures and deployment models available today, Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » expand the customer base


Moxie Software-Promoting Social and Multichannel Customer Service
Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer

expand the customer base  is natural that we expand into new markets. The enterprise market has been our sweet spot, for example our partnership with Microsoft and others includes reaching the small and mid-market segments. TEC: Other than Microsoft Dynamics, who are also your important partners? DL: A part of Spaces by Moxie, the aforementioned Spaces Connect is a comprehensive framework that effectively integrates information from across the enterprise. Its secure application programming interfaces (APIs) and prebuilt Read More...
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

expand the customer base  (Front-Office, Supply Chain, E-Commerce). Expand further into the SME market, particularly into the lower-end that is still out of reach of the bigger ERP vendors by further leveraging its very strong affiliate channel network. Delivery of more new, focused and pre-configured vertical solutions, and offering application of outsourcing would make MAPICS additionally attractive to resource constrained smaller enterprises. Expedite the completion of Windows NT and Java related development work before the Read More...
Fourth Shift Corporation: Working Overtime To Provide Complete Customer Care
Fourth Shift claims to have grasped the requirements of its target market (SMEs) that wish to acquire most of their business applications from a single source

expand the customer base  in its effort to expand its product offering scope and business. Fourth Shift claims to have grasped the requirements of its target market (SMEs) that wish to acquire most of their business applications from a single source, even if that means possibly not the best functionality across the board. To that end, the company launched in February 2000 a program to promote itself as a sole solutions provider. The program is called Complete Care and is possibly the most comprehensive approach for small and Read More...
Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect
I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through

expand the customer base  the city plans to expand the functionality of NOLA 311 by leveraging the newly launched LAGAN Enterprise solution. KANA customers and media heard about the city’s future plans, toured the NOLA 311 Service Center, and saw LAGAN customer service technology in action during a private tour at KANA Connect 2013. KANA Express for Midmarket KANA Enterprise and LAGAN Enterprise for large enterprises are written in Java, and share a fair amount of codeline. Both enterprise class products can be provided in a Read More...
Mobile Business Intelligence (BI)-The Importance of On-the-Move Business Clarity and Agility
Today’s employees expect to have access to business data in a single mobile device with intuitive tools to quickly perform tasks. If enterprises wish to provide

expand the customer base  Business Intelligence (BI)-The Importance of On-the-Move Business Clarity and Agility Today’s employees expect to have access to business data in a single mobile device with intuitive tools to quickly perform tasks. If enterprises wish to provide BI to every end user, they need a BI solution that is flexible, scalable, and practical enough to function on all smartphones and tablet computing devices with all the features and functionality needed to manage the business at strategic, operational, and Read More...
ILM for the Enterprise: The Benefits of a Unified Approach
Information lifecycle management (ILM) is rapidly gaining acceptance as a process crucial to the success of many IT initiatives. The reason for this is the

expand the customer base  for the Enterprise: The Benefits of a Unified Approach Information lifecycle management (ILM) is rapidly gaining acceptance as a process crucial to the success of many IT initiatives. The reason for this is the importance of managing data. With the growing demand for ILM comes a variety of solutions that follow a disjointed, point product approach. By choosing an ILM software designed to scale to its needs, a business can benefit from software built on a unified platform. Read More...
Now the Minnows are Eating the Minnows
In a transaction valued at approximately $15 million, DataMirror Corporation has announced that it has completed the acquisition of assets and assumption of

expand the customer base  the Minnows are Eating the Minnows Now the Minnows are Eating the Minnows M. Reed - October 19, 2000 Event Summary In a transaction valued at approximately $15 million, small by most standards in the software industry, DataMirror Corporation (TSE: DMC) has completed the acquisition of assets and assumption of certain liabilities of Constellar Corporation. Both companies have been small niche players in the data warehousing market, Constellar being almost exclusively Oracle-based, and DataMirror Read More...
Solving the Brain Drain of the Nuclear Industry
Knowledge management requires a platform that identifies all data associated with business processes@and the people that participate in or have responsibility

expand the customer base  the Brain Drain of the Nuclear Industry Knowledge management requires a platform that identifies all data associated with business processes—and the people that participate in or have responsibility for them. A true enterprise information management platform helps capture knowledge: it captures tacit knowledge as workers perform daily tasks and converts it to actionable knowledge items. Learn how knowledge management is vital to the nuclear industry. Read More...
The Multimodal Warehouse: Getting the Mobile Worker in the Loop
The final loop of information from a warehouse management system (WMS) to a warehouse worker and back is most critical—but in most systems, it’s also the

expand the customer base  Multimodal Warehouse: Getting the Mobile Worker in the Loop The final loop of information from a warehouse management system (WMS) to a warehouse worker and back is most critical—but in most systems, it’s also the weakest. Hand-held devices, such as touch-screens, bar code scanners, and RFID readers, can result in error-filled transactions. Learn how you can use multiple mobile devices more effectively to help improve the accuracy of your order fulfillment and inventory processes. Read More...
Training for the Many… Learning for the One: How Successful Organizations Recognize the Difference and Use Technology to Deliver Both
Winston Churchill once said, “Personally, I’m always ready to learn, although I do not always like being taught.” Formal training and informal learning can be

expand the customer base  for the Many… Learning for the One: How Successful Organizations Recognize the Difference and Use Technology to Deliver Both Winston Churchill once said, “Personally, I’m always ready to learn, although I do not always like being taught.” Formal training and informal learning can be combined to create powerful education opportunities for groups and for individuals. Include personalization in the mix and you have a recipe for almost certain success. It sounds straightforward, but is the Read More...
Microsoft says: Pay No Attention to the Man Behind the Glasses
In one of the quicker reversals on record, Bill Gates and Microsoft issued conflicting statements within a day regarding the software giant's willingness to

expand the customer base  says: Pay No Attention to the Man Behind the Glasses Event Summary Statement 1 -February 17, 2000 [Reuters] Microsoft Corp. Chairman Bill Gates said the software giant would be willing to open to competitors the source code of its Windows operating system - its flagship product - to settle the antitrust lawsuit brought by the U.S. Justice Department, Bloomberg Television reported Thursday. Microsoft Corp. would be willing to open the source code for its Windows software to competitors in order Read More...
The Vital Importance of Software Selection to the Enterprise
In great detail, Gabriel Gheorghiu, software selection project manager, Technology Evaluation Centers, walks through the steps needed for successful software

expand the customer base  Vital Importance of Software Selection to the Enterprise In great detail, Gabriel Gheorghiu, software selection project manager, Technology Evaluation Centers, walks through the steps needed for successful software acquisition. Gabriel Gheorghiu was interviewed by SupplyChainBrain at the TEC Vendor Challenge in September 2013. Read More...
The Miracle in Detroit: Putting the ROI into ITIL
IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase

expand the customer base  Miracle in Detroit: Putting the ROI into ITIL IT managers understand the difficulty of demonstrating returns on investment for technology projects. The issue is particularly acute for large multiphase deployments, such as IT infrastructure library (ITIL) implementations: massive projects which are hard to sell to management, and which promise returns many years in the future—after significant investment. So how do you get management to buy into your vision? Read More...
Sharepoint -The Face Of Your Enterprise Architecture
This paper reviews some of the key challenges faced by today’s enterprises, e.g., use of too many systems and difficulty in information structuring and

expand the customer base  -The Face Of Your Enterprise Architecture This paper reviews some of the key challenges faced by today’s enterprises, e.g., use of too many systems and difficulty in information structuring and standardization, and explores the features and functionalities of SharePoint that makes it a key component of your enterprise architecture. See how how SharePoint as a platform can be used to integrate enterprise business infrastructure and solutions for your organization. Read More...
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