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Erika Morphy
Avaya Aims to Shore Up Efficiencies With New Communication Tools
11/10/08 4:00 AM PT | CRM Buyer | 815 Words

Kevin Kennedy, who will be taking over as CEO in January, is appearing at VoiceCon on Monday to unveil the new products: a contact center product focused on outbound messaging and self-service , a speech-to-text application, and a unified communications package that bundles...

Erika Morphy
RightNow CEO Greg Gianforte: Big Bang CRM Has Fizzled Out
09/25/08 4:00 AM PT | CRM Buyer | 1059 Words

Gianforte: First, continued best-of-breed in e-service, including Web self-service , chat and e-mail management. That is our calling card. We are continuing to invest heavily in those areas.

For example, in August we introduced guided assistance -- a case-based diagnostic tool...

Erika Morphy
RightNow Adds Chat to Feedback Offering
05/27/08 4:00 AM PT | CRM Buyer | 598 Words

Phone, E-mail, Web and Now Chat
In keeping with its self-service roots, RightNow began introducing feedback functionality a little over a year ago in the form of satisfaction surveys delivered over the phone, via e-mail, on the Web -- and...

John Federman
Creating Opportunities to Chat With Online Customers
08/07/07 4:00 AM PT | CRM Buyer | 1343 Words

The Right Contact at the Right Time
The reality is that most companies would prefer not to have every customer inquiry result in a phone call or chat, and they invest heavily in providing self-service tools to address basic customer...

Erika Morphy
New Genesys Releases Target Ease of Deployment
05/05/06 9:10 AM PT | CRM Buyer | 406 Words

The Genesys Customer Interaction Portal for Self-Service signals a new direction for the company, according to David Radoff, spokesperson for Genesys.

It is aimed at managed service providers, he told CRM Buyer. "Any third party that is implementing an application can use...

Matthew Kresch
Advantages of Today's Managed Services Model
03/10/06 5:00 AM PT | CRM Buyer | 953 Words

Advances in technology and new industry standards have expanded the variety of applications available and opened the benefits of managed services to a wider variety of organizations -- from small centers needing self-service applications to large, multi-site contact centers. The new managed services...

Keith Regan
Yahoo Targeting Small Web Sites for Advertising Space
03/11/05 1:26 PM PT | E-Commerce Times | 736 Words

Yahoo has yet to announce a similar service, but published reports indicate it will work on the same self-service model as Google's.

New Subdomain
UBS Warburg this week upgraded Yahoo, citing its imminent entry into the small publisher market.

Martin Middlewood
Witness Takes Bird's-Eye View of Contact Center
05/14/04 2:33 PM PT | CRM Buyer | 942 Words

"Being able to visually comprehend the nature and characteristics of calls to a call center brings some obvious benefits," said David Hybels, program manager at The Allen Bonde Group , a consulting firm specializing in CRM . "From a self-service perspective, managers...

Corinne Bernstein
Kana Response 7.5
02/06/03 11:55 AM PT | CRM Buyer | 570 Words

Self-Service Session Links

Kana Response directs customers to Web self-service sessions in its e-mail responses to help them resolve questions on their own. By integrating Kana's ResponseIQ knowledge base with Response 7.5, agents can automatically respond to customer e-mails...

Richard Adhikari
How B2B Sellers Can Keep Buyers Engaged
06/12/18 11:21 AM PT | E-Commerce Times | 875 Words

The Roots of the Problem
"Convenience is the primary reason B2B procurement officers opt for self-service over live salespeople," said Scott E. Webb, president of Avionos .

Digital capabilities let businesses operate 24/7, and "consumers have taken full advantage...

David Jones
Larry Page's Self-Flying Taxi Set for New Zealand Test Runs
03/15/18 1:17 PM PT | TechNewsWorld | 758 Words

A new air taxi service financially backed by Google cofounder Larry Page is set to take off in New Zealand, thanks...

Richard Adhikari
LogMeIn Makes Bold360 Entrance at CRM Party
06/09/17 1:34 PM PT | CRM Buyer | 640 Words

The system gets smarter over time and can be applied to self-service interactions or to inform agents when they engage with customers; and Seamless escalation of customers to remote support from the existing interface. Bold360 builds intelligent and actionable profiles that let businesses...

Peter Suciu
Otto Kits Out Big Rigs With Aftermarket Self-Driving Tech
05/18/16 2:18 PM PT | TechNewsWorld | 810 Words

Otto on Monday introduced a self-driving kit designed to help those behind the wheel of big rigs drive more safely...

Erika Morphy
Kana Adds Context, Subtracts Search
04/16/13 6:00 AM PT | CRM Buyer | 440 Words

Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service . (click to enlarge)

Its features include case management; Web self-service; mobile chat; co-browsing; social listening, analytics...

Erika Morphy
Oracle Adds RightNow to Cloud Wars Arsenal
01/30/12 5:00 AM PT | CRM Buyer | 634 Words

Oracle has closed on its US$1.5 billion acquisition of RightNow , developer of a cloud-based customer self-service application. Oracle announced the deal in October 2011. For Oracle, the deal makes eminent sense: It fills in a missing gap in its cloud-based CRM functionality...

Richard Daley
The BI Software Shopping Challenge
10/04/11 5:00 AM PT | CRM Buyer | 1328 Words

Similarly, pure data discovery tools claim quick and self-service BI, but what they don't offer is a self-service interface for getting to the data. For these solutions to truly empower business users with self-service, IT still needs to work behind the scenes...

Mark Dudman
Making a Flawless Transition to Cloud Billing
09/30/11 5:00 AM PT | E-Commerce Times | 768 Words

Automate billing and deliver self-service options. In order for cloud-based companies to grow from 100 customers to 1,000, 100,000 or beyond, they need to give customers the option to self-select products and packages. This also presents a requirement for dynamic relationship management and...

Dana Gardner
Have It Your Way: Building a Cloud With Platform ISF 2.1
01/29/11 5:00 AM PT | E-Commerce Times | 637 Words

Key capabilities in Platform ISF 2.1 include: self-service and chargeback, policy-based automated provisioning of applications, dynamic scaling of applications to meet service level agreements (SLAs) and unification of distributed and mixed-vendor resource pools for sharing. A unique "Active-Active" multiple data center supports...

Erika Morphy
IVR Systems: Are They Done Yet?
09/11/09 4:00 AM PT | CRM Buyer | 1003 Words

... the bad old days of customer self-service ? Automated systems would present you with five or more different options -- any one of which could lead to five or more other options. With touchtone systems, accidentally pressing the wrong number at a...

Pam Baker
It's Not the Data - It's How You Use It
01/30/09 4:00 AM PT | CRM Buyer | 1470 Words

In 2007 and 2008, online communities and discussion forums have become a common feature for Web self-service sites, with support techs acting as moderators to keep discussions flowing and on track. Remote and proactive support. A major step toward moving beyond a break-fix...

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Salesforce Commerce Solution Guide
Has technology made transportation more or less safe?
Traveling by all modes of transportation has become riskier with each passing year.
In general, transportation safety has been improving steadily, despite some failures.
Some modes of transportation have been improving while others have become less safe.
We may have reached a tipping point where more tech means less safety.
Don't blame the tech -- greedy companies haven't done adequate testing.
Government regulators have not been playing a strong enough oversight role.
Salesforce Commerce Solution Guide
Salesforce Commerce Solution Guide