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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 customer engagement experience


Drive More Valuable Customer Experience With Proactive Engagement Across the Life Cycle
Businesses today are struggling with ways to create a personalized, transparent customer experience where all interaction channels work seamlessly together. It

customer engagement experience  More Valuable Customer Experience With Proactive Engagement Across the Life Cycle Businesses today are struggling with ways to create a personalized, transparent customer experience where all interaction channels work seamlessly together. It can be tricky to seize every revenue opportunity while delivering consistent service anywhere, anytime. As competitive pressures mount, companies must meet the rising demands of their customers with fewer resources, limited budgets, and older technology that

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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 reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

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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, becoming more aware that they can switch to other providers. These companies need to find ways to effectively and consistently engage with customers to optimize the entire sales experience and capitalize on competing influences rather than losing out to them.

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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 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

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SAPinsider CRM 2015—All About Attaining Better Customer Engagement


The recent CRM 2015 event, a joint venture between SAP and SAPinsider, afforded attendees a glimpse into SAP's innovations and strategies in the customer relationship management arena. TEC CRM analyst Raluca Druta was there to capture all the details. Get Raluca's take on how SAP can help you better engage your customers across multiple channels, so that you can keep your clients happy and grow your business.

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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, a leader in customer service solutions. The combined product suite has the potential to transform the way organizations engage with their customers. P.J. Jakovljevic gives you the details.

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Improve Profitability with Customer Intelligence


The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

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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 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.

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Customer Relationship Management (CRM) RFI/RFP Template


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Smarter Customer Service with IBM Business Analytics


With IBM Business Analytics for Customer Service, you can grow revenue by building better relationships with your customers.

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Lessons from the Leading Edge of Customer Experience Management


Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic priority. Customer experience efforts need enterprise-wide visibility and focus to last. Here are six lessons from leading-edge companies—learn what they’re doing right.

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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.  

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