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HP Announces Customer Engagement as a Service
HP Enterprise Services has introduced new services designed for organizations interested in multichannel customer experience contact centers. The HP Customer

customer engagement experience  Announces Customer Engagement as a Service HP Enterprise Services has introduced  new services  designed for organizations interested in multichannel customer experience contact centers. The HP Customer Engagement as a Service (CEaaS) resulted from the integration between HP’s cloud technology and Avaya's contact center technology. The contact center tools comprising the solution allow users to handle social media marketing, mobile integration, and customer analytics in a single cloud-based contact Read More...
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » customer engagement experience


Telecom Re-invention: Optimizing the Online Customer Experience
As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn

customer engagement experience  It had to increase customer engagement by offering a more personal customer experience. This required eliminating home grown legacy systems and re-engineering its entire e-commerce infrastructure to be fully customer relevant for its entire range of products and services. AT&T used ATG as the platform for its B2B site to fulfill its vision of a personalised and targeted customer experience. AT&T rolled out over 50,000 unique sites to its customers - all managed centrally from the ATG platform. New Read More...
Verint Acquires KANA Software to Redefine Customer Engagement
Verints Systems, a provider of Actionable Intelligence solutions serving the enterprise intelligence and security intelligence markets, acquires KANA Software

customer engagement experience  KANA Software to Redefine Customer Engagement Verint Systems recently announced the signing of a definitive agreement to acquire KANA Software from Accel-KKR for approximately $514 million (USD) in cash. The acquisition is expected to extend Verint’s Actionable Intelligence strategy, with the potential of the combined solutions from Verint and KANA to enable organizations worldwide to implement a single-vendor suite to help transform customer engagement.   Verint is a provider of Actionable Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer engagement experience  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...
10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience
Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer

customer engagement experience  How They Improve the Customer Experience Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education. Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company

customer engagement experience  Relationship Management (CRM) Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, Read More...
Introduction to Customer Relationship Management
The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways

customer engagement experience  to Customer Relationship Management The time when a company decides to move to customer relationship management (CRM) tools marks their progress to professionalism and profit in multiple ways. This introduction to CRM provides guidelines for companies contemplating this critical step in their development. Read More...
Customer Chemistry


customer engagement experience  Chemistry Read More...
11Ants Customer Response Analyzer
11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer.

customer engagement experience  Customer Response Analyzer 11Ants Customer Response Analyzer is software that allows marketers to target those customers statistically most likely to respond to a marketing offer. Read More...
Profiting from Customer Lifecycle Value
Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to

customer engagement experience  from Customer Lifecycle Value Even the most competent customer relationship management (CRM) products cannot guarantee success without a well-grounded strategy. Often CRM initiatives rush to fix the technology and business-alignment issues, resulting in temporary CRM success. The purpose of this document is to help organizations in understanding customer lifecycle value for maximizing profits. Read More...
Improving Employee Engagement to Drive Business Performance
Given the significant impact that an engaged workforce has on business performance and the bottom-line, improving employee engagement has become a top priority

customer engagement experience  Employee Engagement to Drive Business Performance Given the significant impact that an engaged workforce has on business performance and the bottom-line, improving employee engagement has become a top priority for leading companies. See how organizations that embrace employee engagement, supported by a single, integrated talent management software platform, are reaping the rewards in terms of improved business performance and ultimately increasing their shareholder value. Read More...
Employee Engagement: It’s Actually All about Your Leaders
While development is critical to engagement, performance, and succession, its overall effectiveness is determined by the quality of an organization’s leaders

customer engagement experience  talent management, workforce management, human resources technology, leadership development strategy, employee engagement Read More...
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

customer engagement experience  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing Read More...
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

customer engagement experience  Will Customer Satisfaction be Enough? Vendor Summary MAPICS, Inc., headquartered in Atlanta, GA, is a leading global provider of enterprise business software for mid-size discrete and batch-process manufacturing enterprises and large corporate divisions. MAPICS revenues in fiscal 1998 were $130 million. IBM launched MAPICS II (Manufacturing Accounting and Production Information Control System) software in 1978. It was the first MRP system commercially available for manufacturing enterprises and Read More...

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