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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
In...

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...

Laurent Philonenko
Shopping for the Small Biz Contact Center
03/12/07 4:00 AM PT | CRM Buyer | 1055 Words

As a result, interactive voice response (IVR) and Web-based customer self-service options, including e-mail , chat, instant messaging or collaborative Web browsing, become increasingly important. Offering multiple contact channels with rich self-service options can not only raise customer satisfaction but also effectively restrain...

Jean Kovacs
Why E-Business Is Now Everyone's Business
11/15/06 4:00 AM PT | E-Commerce Times | 998 Words

In the B2E world of Web sales, self-service needs to enable potential buyers to quickly and easily find, configure and purchase the right products and services at the right price and be easily searchable and intuitive. It must be transactional, capturing, distributing...

Dave Rosenlund
E-Commerce Companies Must Globalize to Thrive
11/04/05 5:00 AM PT | E-Commerce Times | 1189 Words

Localization
Many businesses strive to offer self-service applications in international markets with features like frequently asked questions (FAQs) and product information in customers' preferred language. Ideally, these customers can review product offerings, safety advisories, technical data and competitive descriptions on...

Keith Regan
Yahoo Expanding Ad Network to Small Web Publishers
08/03/05 11:26 AM PT | E-Commerce Times | 785 Words

Yahoo has launched a self-service ad-placement network that is designed to offer small publishers, including bloggers, access to revenue from contextually relevant advertising , a service already offered by rival Google . Yahoo said the beta version of the expanded Yahoo Publisher Network...

Jay Lyman
MS Delays XP Service Pack, Indie Steps in for Win98
04/29/04 2:45 PM PT | TechNewsWorld | 661 Words

It may be coming half a decade late, but an independent software seller is now offering a service pack for Windows...

Gene J. Koprowski
Socially Intelligent Software: Agents Go Mainstream
07/23/03 7:36 AM PT | TechNewsWorld | 1020 Words

"By capturing this dialogue, virtual agent technologies can record important self-service interactions that traditionally go unrecorded, and forward this contextual dialog to customer service personnel."

AI Agents

One significant player in the burgeoning agent marketplace is Research...

Teri Robinson
PeopleSoft Support: Vantive Tech Built In
09/06/02 7:55 AM PT | CRM Buyer | 1002 Words

They are seeking self-service tools and knowledge-based systems. And they want to implement contact center technology quickly.

According to Wilson, PeopleSoft can get a call center up and running within 35 days or so, as it recently did with one customer...

Richard Adhikari
New B2B Customer Experience Dashboards Promise Better Business Visibility
07/12/18 11:14 AM PT | CRM Buyer | 940 Words

B2B procurement officers opt for self-service over live salespeople for convenience, Avionos has found. Ninety-seven percent of the 160 procurement officers at U.S.-based B2B companies recently surveyed considered a supplier's online customer portal a critical factor in selection. Eighty-nine percent reported making...

Richard Adhikari
New AI Tool Distinguishes Between What Customers Say and What They Mean
11/28/17 2:48 PM PT | CRM Buyer | 630 Words

What PureCloud Users Will be Able to Do
Users will be able to consolidate multiple interactions into one that can be applied over different self-service channels, which will simplify contact center administration and support.

Customers will be able to...

Richard Adhikari
Amazon Strikes Contact Center Market
03/28/17 2:20 PM PT | CRM Buyer | 627 Words

... Web Services on Tuesday announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the United States and 18 countries in Europe, with more coming soon.

David Jones
Amazon Video Direct Could Become Another Prime Mover
05/11/16 5:00 AM PT | E-Commerce Times | 589 Words

Amazon on Tuesday announced the launch of Amazon Direct Video, a service that will let content creators not only reach tens...

Richard Adhikari
Red Hat Goes All-In on OpenStack
04/22/16 10:25 AM PT | LinuxInsider | 695 Words

What Enterprises Get
"Both offerings deliver cloud attributes like self-service , elastic scaling, and automation of service provisioning and deployment," Balakrishnan said. These capabilities "enable enterprises to eliminate wait times and [enable] complex coordination across different IT functions for individual...

Erika Morphy
New Avaya Platform Defrags Customer Experience
03/20/14 4:01 PM PT | CRM Buyer | 593 Words

The platform supports omnichannel inbound and outbound self-service and contact routing applications.

Changes in this version include support for two-way SMS and email. There are also new zoning capabilities that make it easier to localize delivery of customer care calls and reduce...

Erika Morphy
Betting Big Bucks on the Real Omnichannel Deal
02/04/14 6:42 PM PT | CRM Buyer | 672 Words

Microsoft's agreement to acquire Parature for Microsoft Dynamics CRM will add self-service tools, which its CRM offering has lacked to date.

Parature's application is based on a knowledge base available through self-service portals on the Web and Facebook. It offers support...

Erika Morphy
Kana Smooths the Wrinkles Out of Back-End Administration
12/27/13 5:00 AM PT | CRM Buyer | 560 Words

When the company acquired Ciboodle, the goal was to integrate Ciboodle's process-based customer contact-management platform, agent desktop tools and case-management expertise with Kana's email response management, knowledge management, Web self-service and live chat.

From there, it went on to release the...

Erika Morphy
Avaya's New CEM Platform Makes Everyone a Customer Agent
03/11/13 5:00 AM PT | CRM Buyer | 448 Words

Avaya Automated Chat integrates with live chat support , facilitating the transition from self-service to live service via its intelligent response engine. There is an optional Answer Desk feature that allows non-chat agents to tap the automation engine to get answers for...

Erika Morphy
Avaya Mixes It Up to Give Customers a Seamless Experience
06/28/12 9:42 AM PT | CRM Buyer | 697 Words

A Mobile Connection
Hence the addition of Customer Connections Mobile, a new feature that allows a user's customer to navigate smartphone menus for self-service related inquiries and tasks.

It also provides support if the customer wants to be connected...

Bob Janssen
Meeting the Productivity Challenge in a Consumerized IT World
01/31/12 5:00 AM PT | TechNewsWorld | 931 Words

They are also accustomed to self-service delivery of applications in their personal lives, with almost instant access to apps and new services. Rather than fight a losing battle with device regulation, IT managers need to learn how to get a handle on these...

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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.
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