Cloud contact center provider inContact has released the first of what will be three major upgrades to its flagship product this year. New features in the release touch upon many areas, from agent scripting to a Web-connect module, new unified agent desktop tools and an expanded blended dialer. Most...
Oracle released its fiscal third-quarter earnings Tuesday, coming out ahead of Wall Street expectations in regard to profits and new license sales. The database software maker saw revenue rise 2.2 percent from a year ago, going from $8.81 billion to $9.04 billion. It posted adjusted earnings at 62 ...
Last week Oracle bought the HR SaaS company Taleo for $1.9 billion, which to me means it's time to do you-know-what to the fire and call in the dogs. This hunt is officially over and out. The hunt in question is for legitimacy and primacy of the SaaS and cloud computing model. Many people would ar...
Oracle has closed on its $1.5 billion acquisition of RightNow, developer of a cloud-based customer self-service application. Oracle announced the deal in October 2011. For Oracle, the deal makes eminent sense: It fills in a missing gap in its cloud-based CRM functionality and gives it a broader base...
Customer experience is leading off the year as an idea that we need to pay more attention to. In the last week, two important publications have surfaced that highlight this importance. SAP gurus Reza Soudagar, Vinay Iyer and Volker Hildebrand collaborated on a new book, The Customer Experience Edge...
Every year around this time, I write two columns -- one on the year that was and another on what I expect the new year to bring. There is no methodology for this process, and I believe this lack of method is important. I take a blank screen and fill it up with what has been on my mind for the last ...
Oracle's recent acquisition of RightNow raises a question: Can multiple cloud companies be merged together to form a tightly coupled suite of solutions like those which were promised but never delivered during the client-server era? On the face of things, it would appear that merging cloud companies...
Oracle has scooped up RightNow Technologies for a reported $1.5 billion. The acquisition price is a hefty 20 percent premium over RightNow's closing price last week. The acquisition fills a missing gap in Oracle's cloud-based CRM functionality. The deal also provides an excellent exit strategy for ...
As a CRM journalist, I always enjoy talking to integrators (or resellers, or VARS, or partners, or whatever term they choose to describe themselves). It's always an interesting contrast to speaking with vendors. The discussion you have with a vendor is like taking an anatomy course; the discussion y...
Whether you're a user or whether you purposely ducked the invitations to join, you've probably discovered that Google+ is all but inescapable as a topic of conversation. Responses run the gamut from rejection to an all-in embrace of Google's new social media platform; users are trying to figure ou...
The new search technologies Google unveiled recently put a mobile-flavored twist in the company's desktop search engine, including a new voice search capability. Google also announced the ability to search by an image and a feature called "Instant Pages" that leads to even speedier search results. M...
To meet the growing demand for social CRM, RightNow positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, said John Kembel, vice president of social solutions. "That's a bit more customer-focused." RightNow CX, the customer experience suite,...
ATLANTA -- This might be remembered as the Convergence where Microsoft finally began to converge. More specifically, it is the convergence where accounting and CRM met in the cloud. The big news coming from Convergence is the announcement that Microsoft AX, one of the company's three ERP systems, ...
Recently, a customer was using the Navy Federal Credit Union ATM and encountered some difficulty with his account. He whipped out his mobile device and tweeted to the world that he was having problems. You can probably guess what happened next: He received a return tweet shortly afterward. However, ...
What a week that was. I am still digging out from two snowstorms and dealing with bone-chilling cold, and so are friends across the country, except in the Bay Area, which only makes me envious. Perhaps none were as adversely affected as people on Lake Shore Drive in Chicago. I take solace in two f...
Expect an unprecedented tsunami of excitement.
Look for a bigger surge of enthusiasm compared to recent Apple events.
Anticipate the typical level of interest sparked by a wave of Apple news.
With only a mild ripple of interest.
WWDC, yawn.
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Ubuntu 23.04 ‘Lunar Lobster’ Lands With Newly Minted Cinnamon Desktop Flavor
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Sonos Bets on Spatial Audio as a Key Brand Differentiator
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Mac Mini, MacBook Pro Refreshed With Latest Apple Silicon
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Linux? What Linux? It Just Works
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DOJ, Five Eyes Nations Unite To Dismantle Russian Cyber-Espionage Network
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Personal Data Harvesting and How To Reduce Your Digital Footprint
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Business Conditions Prime for More Open-Source Contributors
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Fixing the Market Demand Problem With Generative AI
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The AI Revolution Is at a Tipping Point
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EdTech Developer’s Study Game Approach Aces Med School Testing Curve
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RSA Conference Rebounds as Business Risks Soar
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Are Mainframes an Indicator of Banking Reliability?
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Digital Health Care Flourishing Despite Legal, Logistical Hurdles
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Telly Offers Half-Million Free 55-Inch 4K TVs, Advertisers To Pick Up Tab
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Leverage the Power of Data To Monitor Home Energy Efficiency
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Unresolved Conflicts Slow eSIM Upgrade Path to Better IoT Security
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Cyber Chiefs Brace for Major Attacks in Next 12 Months
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Lazarus Hackers’ Linux Malware Linked to 3CX Supply-Chain Attack
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Mobile Shopping Apps Linked to Digital Wallets: A Loyalty-Driving Duo
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New Distro Makes Running Arch Linux Very ‘Cachy’
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Researchers Instantly Crack Simple Passwords With AI
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AnkerWork SR500 Speakerphone: Near Nirvana for PC Use, Phones Heck No
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Is ChatGPT Smart Enough To Practice Mental Health Therapy?
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Google Invites Public To Test Drive Its AI Chatbot Bard
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Lenovo Builds a Workstation James Bond Would Love
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FBI Issues Warning About ‘Juice Jacking’ at Public USB Charging Stations
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Social Media Fueled the Run on Silicon Valley Bank: Study
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DARPA Moves Forward With Project To Revolutionize Satellite Communication
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Gen AI and AR/VR: Unintended Consequences, Unproven Mainstream Appeal
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Bark and Calix Partner To Combat Cyberbullying
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3 Big Generative AI Problems Yet To Be Addressed
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Meta Lowers Legal Hammer on Law Enforcement Data Scraper
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Study Finds EV Battery Replacement Rare, Most Covered by Warranty
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Why Nvidia Is Winning the Race To Dominate the Metaverse
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HP Affirms ‘Better Together’ at Its Amplify Event
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Female Army Veteran Uses Tech To Help Create a Better Future
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