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March 2015
Leonard Klie |
The 2015 CRM Rising Stars: IBM's Watson Brings Cognitive Computing to Customer Support Partners and customers are lined up to bring the supercomputer into the contact center.   |
CRM
October 8, 2014
Maria Minsker |
IBM Debuts Watson-Powered Apps in the Cloud Developed by IBM's Ecosystem Partners, the apps represent a new era of computing. |
CRM
January 10, 2014
Leonard Klie |
IBM Invests Over $1 Billion in Watson for Analytics and Big Data IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems. |
CRM
May 22, 2012
Leonard Klie |
Thunderhead.com Launches its First Cloud App The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility. |
CRM
July 15, 2011
Leonard Klie |
IBM Debuts Cloud-Based Marketing and Analytics Suite Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite. |
InternetNews
December 8, 2008
Richard Adhikari |
Salesforce Intros Force.com for Google App Engine The relationship between the two cloud players gets even cozier. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
InternetNews
May 19, 2010 |
Google Launches App Engine for Business Google is upping the ante on its enterprise push, rolling out a new version of its App Engine geared specifically for enterprises and forging a new partnership with VMware. |
CRM
September 24, 2014
Maria Minsker |
Salesforce.com Launches Journey Builder for Apps; Partners with Omnicom The new solution enables companies to incorporate mobile apps into customer journeys. |
CRM
June 11, 2014
Sarah Sluis |
IBM Watson to Answer Queries on Genesys Platform First integrated call center operation of Watson could go live this year |
CRM
June 2015
Maria Minsker |
The 3 Ds of the Internet of Things It's all about connecting devices, data, and development platforms |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
July 18, 2014
Leonard Klie |
Apple and IBM Forge Global Partnership to Transform Enterprise Mobility IBM and Apple will collaborate on a number of industry-specific mobile applications and bring more Apple iOS devices to the business world. |
CRM
March 2015 |
The 2015 CRM Service Awards Read about the industry leaders, rising stars, and companies that have successfully implemented service customer service solutions. |
CRM
March 14, 2014
Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
June 2015
Oren Smilansky |
Zendesk Readies Facebook Messenger for Customer Service When reaching out to customers through social media, companies need to tread a fine line |
CRM
October 15, 2014
Leonard Klie |
At Dreamforce 2014, Salesforce.com Delivers Wave Analytics Cloud Salesforce.com enters the $38 billion analytics market with the launch of its sixth cloud in the Salesforce Customer Success platform. |
CRM
December 10, 2014
Maria Minsker |
Apple and IBM Launch First Wave of Codeveloped iOS Apps for the Enterprise Early adopters of the industry-specific apps include Citibank, Air Canada, and Sprint. |
CRM
March 2015
David Myron |
Small Customer Service Vendors Can Make Big Contributions A best-of-breed solution from a small company doesn't have to be such a risky proposition after all. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
May 30, 2014
Leonard Klie |
Microsoft and Salesforce.com Announce Strategic Partnership Industry leaders to deliver new solutions and mobile experiences for mutual customers. |
CRM
September 1, 2015
Oren Smilansky |
Salesforce Releases New Tools for Service Cloud A new user interface and app aim to smooth customer service operations. |
CRM
July 2013
Leonard Klie |
Drug Makers Are in the Midst of a Digital Revolution Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics. |
CRM
September 12, 2013 |
IBM Customer Experience Lab Reveals New Products IBM's innovations center on mobile, social, cloud, and big data initiatives. |
CRM
February 26, 2013
Kelly Liyakasa |
Salesforce.com Debuts Service Cloud Mobile The cloud computing giant adds cobrowsing, mobile live chat, and communities for smart devices. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM
August 25, 2015
Oren Smilansky |
Salesforce Introduces Lightning Experience for Sales Cloud New capabilities steer salespeople toward an intuitive user experience. |
CRM
January 2016
Leonard Klie |
IBM Merges Weather and Business Forecasts Big Blue's purchase of The Weather Company enhances its ability to provide business insights |
CRM
September 17, 2015
Leonard Klie |
Salesforce Introduces SalesforceIQ, the Thunder Platform, and IoT Cloud at Dreamforce New Salesforce product launches bring data from multiple sources into common Salesforce apps. |
InternetNews
May 28, 2009
Alex Goldman |
Java Boosts Salesforce-Google Partnership Salesforce.com announced a new version of Force.com for Google App Engine that integrates with Google apps and improves on the previous effort. |
CRM
March 10, 2015
Oren Smilansky |
Salesforce Announces Salesforce for Apple Watch The first iteration of Salesforce for Apple Watch will complement the iPhone app. |
CRM
September 24, 2015 |
Ampsy Taps IBM Watson to Increase Fan Engagement During Live Events Ampsy will use Watson analytics to better understand fan sentiment and social content sharing. |
CRM
November 2009 |
All for One, and One for All A special Salesforce.com edition of Real ROI. |
CRM
November 16, 2012
Mayur Anadkat |
Mobile Application Success Strategies A pretty app is nice, but the key is giving customers a reason to come back. Brands should be creating apps with the intention that they will continually evolve and provide functional use to consumers. |
CRM
October 16, 2014
Leonard Klie |
At Dreamforce, Salesforce.com Unveils Road Map for Service Cloud Updates Many new features delivered already, with more on the way. |
InternetNews
April 14, 2008
Kenneth Corbin |
Salesforce, Google Extend Flights on The Cloud Salesforce.com announced today that it will offer its suite of customer relationship management applications to businesses through the Google Apps cloud-hosting platform. |
CRM
March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
CRM
August 2010 |
The 2010 CRM Rising Stars: An Introduction Eight companies join the ranks of the CRM Rising Stars this year. |
CRM
October 19, 2010
Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels. |
CRM
July 25, 2010
Juan Martinez |
8 Companies Honored for Sustainability ThinkForward '10: The inaugural edition of Beagle Research Group's new award recognizes excellence in business processes, cost containment, and customer relationships. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CIO
August 25, 2008
Lisa Hoover |
New iPhone Business Apps: Designing for Usefulness Two months after the launch of Apple's App Store few companies have created business-class apps. Find out what it takes to create iPhone software that takes advantage of the environment. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
March 2014
Elizabeth Herrell |
Six Customer Service Investments to Consider Emerging technology trends hold great promise. |
CRM
March 2012 |
The 2012 Service Elite Perhaps these success stories will serve to motivate other practitioners to improve their customer service and support efforts. |
CRM
November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
