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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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 customer service engagement


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 service engagement  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

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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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Documents related to » customer service engagement

Rent.com Selects KANA Cloud Offering for Customer Service


The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication

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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 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 doesn’t really do it all in a do-it-all world. To differentiate your business, you need unique ways to acquire, service, maintain, and grow relationships with consumers.

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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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Software as a Service for Customer Relationship Management and Sales


Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and collaborative planning.

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Customer Analytics Pay Off


To help organizations develop a customer analytics strategy designed to drive growth and increase customer satisfaction, the IBM Institute for Business Value has identified four stages of organizational capabilities and associated customer analytics strategies.

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Service-now.com


PDG Group Model974

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Infor Finds Its Customer Engagement Rhythm


Infor recently unveiled Infor Rhythm for Commerce, a global, scalable, and secure cloud-based e-commerce and customer engagement platform, now complemented with compelling designs from Infor’s own Hook & Loop creative agency. Read more about the platform and how it came to be in this blogpost.

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Good Customer Service Is Simple


Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Olin Thompson lays down some basic requirements for businesses and explains the role of business processes in supporting good customer service.

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Fostering Employee Engagement in Your Organization


Fostering employee engagement is critical to creating an effective, innovative workplace. Increased employee engagement has the potential to positively impact your entire organization, and bring about higher accountability to performance across the board. Employee engagement is also a key factor in career development—engaged employees are far more likely to be effective and charismatic leaders. This white paper looks at ways to measure and increase employee engagement, so that your company can reap the benefits of an engaged workforce, including improved productivity, better customer service, increased employee retention, and increased customer retention.

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TechRadar: Customer Analytics Methods, Q1 2014


Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master.

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