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Erika Morphy
Avaya Upgrades Self-Service Platform
08/22/07 9:44 AM PT | CRM Buyer | 400 Words

Avaya has made a significant upgrade in three self-service offerings that it introduced at the beginning of last year. Introduced at SpeechTEK 2007 in New York City, the three products are Avaya Voice Portal 4.0, its flagship self-service software ; Interactive Response 3.0,...

Keith Regan
Web Self-Service Strikes Out
02/25/02 1:26 PM PT | E-Commerce Times | 882 Words

Within this philosophy, self-service -- using an Internet presence to help customers find answers to their questions -- is a hot topic. But this concept is still coming into its own, and already there's a problem: Customers expect many more answers than Web...

Erika Morphy
Moxie Boosts Self-Service With Widgets, Crowdsourcing
10/01/12 5:00 AM PT | CRM Buyer | 431 Words

Moxie Software recently released two separate, albeit highly complementary, CRM self-service applications. Knowledge Spaces lets user embed self-serve elements throughout a website. In this example, the hypothetical company "SE Communications" has embedded "Most Popular Questions," and "Newest Solutions" on its front page. (click...

Stuart Butts
The Vital Role of E-Presentment in Online Self-Service
07/31/09 4:00 AM PT | CRM Buyer | 1231 Words

... by competitive pressure to improve the customer experience, organizations are moving toward an online self-service model that pushes the boundaries of electronic information presentation, or e-presentment. Yet as they embrace this model, new challenges await, including how to ensure customers have seamless...

Erika Morphy
Oracle Upgrades Self-Service Application
01/18/07 7:59 AM PT | CRM Buyer | 399 Words

Oracle on Tuesday upgraded its self-service offering with the release of Siebel Communications Billing Manager 5.1.1 and Siebel Communications Billing Analytics 5.1.1 -- applications built on Siebel's acquisition of eDocs in 2005. New changes to the systems will give users increased online access...

Erika Morphy
The Rise of Self-Service Mobile CRM
09/04/12 5:00 AM PT | CRM Buyer | 486 Words

... CRM vendors -- and their customers -- are recognizing the value of applying mobile technologies to the self-service piece of a CRM operations. In response, more and more vendors are rolling out new applications for companies that wish to target this emerging,...

Erika Morphy
Genesys Upgrades Analytics, Self Service Solutions
02/22/07 8:21 AM PT | CRM Buyer | 414 Words

Smart Self Service
Genesys has also introduced a new version of its self-service platform , which it acquired from VoiceGenie early last year. The most significant enhancement is its video voicemail and avatars functionality that support video play-and-record applications ,...

Kelly Shermach
Banks Gain from Self-Service Channels
09/20/04 12:00 PM PT | CRM Buyer | 656 Words

In December 2002, however, the bank dropped this controversial practice, concerned that self-service banking channels would weaken their relationships with retail banking clients and reduce their opportunities for cross-selling .

But it seems those concerns were unfounded.

Different Channels

Denis Pombriant
Self-Service and the 'R' in CRM
03/25/15 5:00 AM PT | CRM Buyer | 797 Words

In sales, self-service has resulted in truncated sales cycles and fewer invitations to the dance -- you know this problem. Customers do their own research and engage a company and its representatives later, when they are looking for pricing for their final decisions.

Jack M. Germain
Citrix Cuts Ribbon on Self-Service App Store
05/06/09 2:15 PM PT | E-Commerce Times | 899 Words

The offering is the first self-service storefront for enterprise applications, according to Citrix. Dazzle will work as a companion to Citrix Delivery Center products, which include Citrix XenApp and Citrix XenDesktop.

Dazzle will also interface directly with Citrix Merchandising Server, a...

Teri Robinson
Primus Answer Engine - Online Self-Service Tool
08/01/02 12:20 PM PT | CRM Buyer | 721 Words

Coming from "a knowledge management perspective" that more "closely compares to a company like Kana" than a CRM traditionalist like Siebel , Primus puts a strong emphasis on Web interaction and self-service , AMR Research analyst Kevin Scott told CRM Buyer Magazine.


Richard Adhikari
Many Customers Aren't on Board With Self-Service Trend
11/01/16 10:06 AM PT | CRM Buyer | 669 Words

A customer "may start with self-service but know they want to connect with a person to complete their interaction," he said. "For enterprises, understanding that expectation and journey is key."

Some companies have been successful at integrating AI into their service...

Richard Adhikari
Self-Service AI Aims to Grease the Wheels for B2B Sales Teams
01/26/18 9:19 AM PT | CRM Buyer | 610 Words

SalesDirector.ai this week released a self-service version of its artificial intelligence sales execution and sales forecasting platform for B2B sales teams. The system provides enterprise-grade AI to sales teams in less than five minutes, according to the company. Like the regular SalesDirector.ai platform,...

Vincent Deschamps
Customer Service: Now More Than Ever...
11/07/08 4:00 AM PT | CRM Buyer | 1161 Words

Typically, 95 percent of the activity in a customer service department involves voice -- customers dialing in for self-service via automated IVR or for help from a customer service agent. Even with the availability of chat, e-mail , fax, and the Web,...

Erika Morphy
Genesys Unites Self- and Assisted-Service
02/14/03 11:05 AM PT | CRM Buyer | 547 Words

However, an acquisition last year -- plus careful attention to pricing trends -- has led Genesys to straddle the service fence, with one foot firmly planted in its familiar assisted terrain and the other stepping into self-service technology. "I think one of the...

Erika Morphy
eGain Introduces Service 7.6
10/31/06 10:33 AM PT | CRM Buyer | 455 Words

... Communications on Monday released the latest iteration of its self-service application, eGain Service 7.6. New features include guidance on complex customer interactions and tweaks to security , as well as additional process improvement. The changes, eGain CEO Ashu Roy told CRM Buyer,...

Denis Pombriant
Generating Sales in the Service Center
01/26/05 5:00 AM PT | CRM Buyer | 975 Words

Quite a few companies are offering solutions that provide automated customer service in one way or another. There is a lot...

Corinne S. Bernstein
SupportSoft Service and Support Automation
01/03/03 4:00 AM PT | CRM Buyer | 543 Words

Key to that is ensuring that support becomes a forethought, not an afterthought, Dale told CRM Buyer Magazine. "We consider ourselves a leader in proactive support, self-help, self-service support and assisted support," he said.

SupportSoft's Resolution, Service Automation and Customer Satisfaction...

Martin Middlewood
How Remington Self-Serves Its Customers
06/22/04 5:52 AM PT | CRM Buyer | 1091 Words

Currently, Remington has claimed to have saved more than $530,000 each year using RightNow self-service technology. Through attrition, the company has reduced its CSR staff by five, for a total of 14, each of who handle between 16,000 and 18,500 calls per...

Maria Verlengia
Salesforce.com's Service Cloud 2: 'Democratic' Customer Service
11/22/10 5:00 AM PT | CRM Buyer | 692 Words

Customers have since moved to new channels, including self-service , mobile connectivity, and social media such as Twitter and Facebook .

Even Google search can function as a customer self-service method, he noted.

Service Cloud 2 works to connect old and...

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What do you see as the biggest obstacle to mainstream adoption of video calling?
Too many steps are required to reach a contact.
Video quality is often poor -- dropped calls, frozen images.
There's no advantage to face-to-face communication in most cases.
Too many people feel uncomfortable on live cameras.
There are too many security and privacy issues.
The trend is away from personal engagement and toward texting.
The obstacles are fading, and video calling is well on its way to adoption.
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