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Articles: Technology
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
Highlights from the month's news.
New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support.
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match.
Coveo Solutions knows where to find what you're looking for.
With wireless encroaching one coverage bar at a time, wireline providers are struggling to revamp their customer strategies.
Just when the battle between on-demand and on-premise CRM seemed to settle down a bit, a new one opens up: single-tenant architecture versus multitenancy.
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
Remember to look around you when spelling out your corporate message.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
CSO Insights' Sales Performance Optimization '08: Today's companies are finding a full house of technology options.
Enterprise social networking takes flight with Trampoline Systems' newest release.
The rewards are worth reaping.
With yet another Web-based application -- Zoho Invoice -- the Zoho Suite extends its sweet offerings.
Out of a 12-company scrum assigned to the top quadrant, EDS leads the pack.
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