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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...

Martin Middlewood
Census Bureau Delivers Data RightNow
05/25/04 1:23 PM PT | CRM Buyer | 746 Words

David Hybels, a program manager at Allen Bonde Group, a CRM and self-service management consultancy, explained to CRM Buyer that government organizations like the Census Bureau are not much different from large businesses that receive a high number of phone and e-mail...

Lori Enos & Nora Macaluso
Bank of America, BroadVision Form Net Services Venture
05/22/00 12:00 AM PT | E-Commerce Times | 394 Words

The yet-to-be-named company will use technology held by BroadVision to create individualized corporate portals for subscriber companies, creating what the companies describe as an "interactive, self-service work environment for their employees."

Banking on Size, Expertise

Commenting on...

Erika Morphy
Lithium Social Web Nudges Customers in the Right Direction
10/12/12 5:00 AM PT | CRM Buyer | 443 Words

It then routes the comment to company agents, who can respond by embedding suggested content from customer communities or directing queries to relevant self-service channels.

For example, suppose someone were to tweet something about Time Warner , a customer of Social Dynamx.

Richard Adhikari
Microsoft Dynamics Rides the IoT Wave
05/25/16 11:44 AM PT | CRM Buyer | 681 Words

It offers field service and project service automation capabilities, as well as four preconfigured Web portal solutions for customers: Customer Portal, which offers self-service knowledge and other support resources; Community Portal, which facilitates peer-to-peer support and deeper ties between internal and external...

Dana Gardner
The Cloud: It's Not Just a Technology - It's a Catalyst
08/13/12 5:00 AM PT | E-Commerce Times | 1286 Words

Gardner: I suppose this gets to this self-service mentality that we are seeing, Paul. End users are seeking a self-service type of approach. They know that they can get services quite easily through a variety of consumer-based means. They're looking for similar...

Dick Benton
Yes, You Really CAN Compete With the Public Cloud Provider
08/06/11 5:00 AM PT | E-Commerce Times | 1186 Words

The internal IT delivery model has to change from a bureaucratic process that can take days or weeks, to one that supports self-service and makes resources immediately available. This means IT must adopt cloud deployment strategies by offering the enterprise resource consumer an...

Richard Adhikari
Cities of the Future, Part 1: The Self-Aware Metropolis
03/23/10 5:00 AM PT | TechNewsWorld | 1017 Words

Homo sapiens are a fast-growing species: The world's population is expected to double in 61 years, putting further pressure on our...

Paul Korzeniowski
Law and the Internet, Part 1: A Little Self-Help
10/13/08 4:00 AM PT | E-Commerce Times | 791 Words

The Internet often has the effect of eliminating the middle man and enabling consumers to complete tasks directly. While these changes...

Jim Offner
Digital Downloading at Heart of Borders' Splashy New Concept Stores
02/14/08 11:55 AM PT | TechNewsWorld | 661 Words

It's not exactly Amazon.com's business model, but Borders Group appears to be at least borrowing a page from the Web-based book...

Richard Adhikari
New Platform Boosts Intelligence in Bot Interactions
04/03/18 5:00 AM PT | CRM Buyer | 656 Words

The CX Suite, which debuted last week, lets enterprises design and automate assisted-service or self-service business flows, and then use them in multiple channels to standardize and optimize customer service interactions.

The Autonomous CX Suite supports five Jacada solutions: Agent Guidance --...

Richard Adhikari
HPE Floats Machine Learning in the Cloud
03/15/16 5:00 AM PT | E-Commerce Times | 648 Words

"Leveraging machine learning was traditionally reserved for highly trained data scientists, academic institutions and premises-based software deployments," Veis said. "Haven OnDemand is a breakthrough because we make enterprise-grade-level machine learning accessible to all developers with freemium pricing, self-service through the cloud."


Richard Adhikari
TWC's New Virtual Assistant Curries Customer Favor
10/21/15 5:00 AM PT | CRM Buyer | 590 Words

It lets customers schedule service calls at their convenience, and it offers several self-service options, such as checking the status of equipment in their homes and paying bills online.

TWC desperately needs to improve customer service. Customer satisfaction with information services --...

Erika Morphy
Kana Goes Modular With New Express Application
08/27/12 5:00 AM PT | CRM Buyer | 542 Words

The Web module provides functionality for Web self-service , including a virtual assistant.

Social includes listen and response, listening to email, functionality for Facebook and Twitter and a social community if the user wants to build its own community. Mobile focuses on...

Jeff Zabin
Making Customers the Object of Devotion
05/07/12 5:00 AM PT | CRM Buyer | 1116 Words

Accessing basic account information or information inquiries -- such as wanting to find out about a product's features or get instructions on how to operate it -- can be easily supported with Web self-service or automated email response.

The same is true...

Denise J. Deveau
Avaya Adds a New Multimedia Dimension to the Picture
07/12/11 5:00 AM PT | CRM Buyer | 716 Words

Features include integration for seamless hand-off of customers; a virtualized environment capability; and the new Orchestration Designer for creating multimedia self-service applications using existing Web applications.

Avaya Experience Portal software and tools unify migration of applications from Avaya Interactive Response, Avaya Media...

Steve Ditto
Outsource Your Processes, Keep Your Customers
05/08/09 4:00 AM PT | CRM Buyer | 982 Words

Organizations can now rely on outsourcers for a broad range of contact center technology services such as customer identification and authentication, multichannel self-service , call management and routing, call recording, and quality management. By leveraging these managed services, organizations can reduce capital, create...

Robert Williams
Humanizing the Online Customer Experience
06/23/08 4:00 AM PT | CRM Buyer | 1567 Words

The Internet has seen massive adoption. Online retailing has continued to dramatically build its customer base and more and more companies...

Alan Hubbard
Customer Support Without Walls
02/11/08 4:00 AM PT | CRM Buyer | 688 Words

Seventy-two percent of BIC companies versus 43 percent of others are currently using online knowledge management systems. 53 percent of BIC companies versus 25 percent of others have implemented speech analytics , IVR Web and self-service technologies.

The Cornerstones

Erika Morphy
Kana Adds Professional Services to Mix
05/09/07 9:18 AM PT | CRM Buyer | 403 Words

eVergance's core competencies -- including CRM optimization, knowledge management and Web self-service deployments -- complement Kana's product line, according to Kana.

"eVergance brings a proven track record of more than 200 successful customer service engagements, as well as a history of...

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