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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...

Andrew K. Burger
CRM for the Video Game Industry: Tough Crowd
06/19/08 4:00 AM PT | CRM Buyer | 1520 Words

They tend to prefer communication through electronic channels such as e-mail , chat and Web self-service , rather than the phone. In fact, our clients in this sector are experiencing significant growth in the volume of customer communications through these channels. This means...

Martin Middlewood
RightNow Lands 170 Systems Deal
06/10/04 1:32 PM PT | CRM Buyer | 730 Words

Hosted CRM vendor RightNow Technologies announced earlier this week that solutions and services provider 170 Systems has deployed RightNow Service to...

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...

Enid Burns
New Targeting Tools Help Ads Zero In on Twitter Users
03/19/13 3:25 PM PT | E-Commerce Times | 665 Words

... a year of testing and much feedback, Twitter on Monday released a set of tools for small businesses and self-service advertisers -- tools that will give businesses more of an opportunity to speak directly to consumer interests. Targeting was the most requested...

Dana Gardner
Automated Client Management: From Zookeeper to Smooth Operator
01/17/11 5:00 AM PT | E-Commerce Times | 1168 Words

That meant reducing cost by reducing effort of the solutions and make as much as possible automated and self-service . That was the main reason we started this exercise.

Michael Schroeder: The most important thing was that administration should be very easy.

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...

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