Web-only merchants outperform multichannel marketers in online customer satisfaction, according to a new study from ForeSee and FGI.
Daily News,
Posted 09 Jun 2006
U.S. households are increasingly subscribing to bundled services from telcos and cable providers; IDC sees the market doubling by 2010.
Daily News,
Posted 08 Jun 2006
New data management solutions and best practices will spur enterprises to switch from simple data warehouses to reactive CDI data marts.
Daily News,
Posted 08 Jun 2006
Big Blue becomes the first vendor to land in the leaders circle of a CDI hub quadrant, but must improve its ability to execute.
Daily News,
Posted 07 Jun 2006
IEX's first product release since NICE acquired the company is designed to meet scheduling requirements and represents the continuing move towards workforce optimization.
Daily News,
Posted 07 Jun 2006
A holding company wins the bid, and will take the company private; CDC loses out on the chance to acquire its CRM competitor.
Daily News,
Posted 06 Jun 2006
Virtual Management announces the integration of Electronic Virtual Assistant into Outlook, enabling users to call in voice information to the Microsoft platform.
Daily News,
Posted 06 Jun 2006
Several African nations show good potential for call center development and growth; Botswana, Ghana, Morocco, and Tunisia will all start to compete for agent positions.
Daily News,
Posted 05 Jun 2006
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
Daily News,
Posted 05 Jun 2006
Web search-and-navigation experience capacity is not matching customer needs, which can lead to mediocre revenues and reduced customer loyalty.
Daily News,
Posted 02 Jun 2006
The quiet on-premise vendor fires a surprise salvo to compete with Salesforce.com; functionality is another key to the value proposition.
Daily News,
Posted 01 Jun 2006
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
Daily News,
Posted 01 Jun 2006
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Daily News,
Posted 31 May 2006
Poor site design, lack of pricing information, and user registration are found by a new study to be the primary culprits in user experience woes.
Daily News,
Posted 31 May 2006
The keys to improving payback are to use automation and limit chat technology.
Daily News,
Posted 30 May 2006
TeaLeaf releases TeaLeaf CX, a rich datastore for online customer experience that provides companies a complete view of consumer interactions, along with a family of applications to analyze them.
Daily News,
Posted 30 May 2006
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Daily News,
Posted 29 May 2006
Some household-name banks and full-service brokerages struggle with customer advocacy, while credit unions and insurance firms connect with consumers.
Daily News,
Posted 26 May 2006
The company adds plan-document approval to its on-demand offering and announces the latest AppExchange victim.
Daily News,
Posted 26 May 2006
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