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Christopher J. Bucholtz
When Self-Service Goes Horribly Wrong
01/20/11 5:00 AM PT | CRM Buyer | 876 Words

That's still the way I see a lot of customer self-service efforts. All too often, they aren't conceived with the customer in mind -- they're done not as a cheesy gimmick, as in the McDLT, but as a way of cutting the...

Alan Hubbard
Cutting Costs and Keeping Customers With Speech Self-Service
11/08/07 4:00 AM PT | CRM Buyer | 629 Words

By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

Improving IVR
The touch-tone IVR self-service customer experience leaves much to be desired. These IVR applications are in place in over...

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
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,...

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.


Jack M. Germain
Pitney Bowes Launches Self-Service Tool to Drive Post-Buy Revenue
03/06/19 10:07 AM PT | CRM Buyer | 1190 Words

... Bowes on Monday unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. Pitney Bowes provides commerce solutions in the areas of shipping and mailing, data and e-commerce . The Consumer Connect service helps retailers drive new revenue after shoppers...

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 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 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...

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