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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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 data base system travel agent


Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

data base system travel agent  search and retrieval of data residing in the company knowledge base allowed for a number of these more informational requests to be automated over the phone. Additional value-added services were provided for customers to check repair status, locate stores and service centers, and participate in customer satisfaction surveys. This implementation resulted in an 800% increase in VSS calls, a 50% increase in VSS completion rate and a 10% decline in the number of live agent calls. Although these systems

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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

Outsourcing, IT Infrastructure

The IT Infrastructure Outsourcing knowledge base focuses on the selection of companies who provide outsource services in the areas of information technology (IT) infrastructure. The typical types of activities that these providers perform include data center operations; network operations; backup/recovery services, data storage management services; system administration services; end user support of desktop PCs, laptops, and handheld devices; web site, or application hosting, etc.  

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Moxie Software-Promoting Social and Multichannel Customer Service


Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer” can be heard—it gives organizations the ability to respond quickly and effectively to build customer loyalty and satisfaction by connecting customers with the right people in organizations at the right time. As part of the push to focus on

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Creating Business Value with Communication-enabled CRM Processes: Enhancing Marketing, Sales, and Service


Customer relationship management (CRM) issues can often be traced to ineffective processes involving human communication. But you can overcome the limitations of marketing, sales, and service processes. With communication-enabled business processes—powered by communications systems integrated with business applications—you can have more visibility into interactions and improve your end-to-end performance. Learn more.

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Sword Ciboodle-One More BPM-Centric CRM Provider


What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve the customer experience by improving customer-facing processes. TEC principal analyst P.J. Jakovljevic reviews the vendor’s key offerings and sits down with Ciboodle’s VP of product and market strategy to discuss the company’s challenges, strategies, and technologies.

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Improving Customer Relationships: An Integrated Approach


It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than 40 percent of companies surveyed do not have a formal customer relationship management (CRM) strategy in place. And those that have one still struggle with CRM at nearly every stage. Learn more about areas where you can improve your own CRM system strategy.

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8 Questions to Ask to Successfully Negotiate a Phone System Deal


Learn how to get the right phone system for your company's requirements in 8 Questions to Ask to Successfully Negotiate a Phone System Deal.

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Big Data Analytics: Profiling the Use of Analytical Platforms in User Organizations


While terabytes used to be synonymous with big data warehouses, now it’s petabytes, and the rate of growth in data volumes continues to escalate as organizations seek to store and analyze greater levels of transaction details, as well as Web- and machine-generated data, to gain a better understanding of customer behavior and drivers. This report examines the rise of "big data" and the use of analytics to mine that data.

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SAP Cloud for Travel: A Newcomer Market Challenger


Rising travel costs, increasing business travel in this age of globalization, including online bookings across multiple sites, and increasing costs to process expenses all drive the development of travel and expenses (T&E) solutions. TEC’s P.J. Jakovljevic looks at SAP Cloud for Travel, and describes how recent enhancements in the product offer travelers and organizations additional choice and efficiencies for T&E management.

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Unified Data Management: A Collaboration of Data Disciplines and Business Strategies


In most organizations today, data are managed in isolated silos by independent teams using various data management tools for data quality, integration, governance, and so on. In response to this situation, some organizations are adopting unified data management (UDM), a practice that holistically coordinates teams and integrates tools. This report can help your organization plan and execute effective UDM efforts.

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Data Visualization: When Data Speaks Business


For many organizations, data visualization is a practice that involves not only specific tools but also key techniques, procedures, and rules. The objective is to ensure the best use of existing tools for extending discovery, gaining knowledge, and improving the decision-making process at all organizational levels. This report considers the important effects of having good data visualization practices and analyzes some of the features, functions, and advantages of IBM Cognos Business Intelligence for improving the data visualization and data delivery process.

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Top 10 Evaluation Criteria for Copy Data Management & Data Virtualization


Data virtualization is becoming more important, as industry-leading companies learn that it delivers accelerated IT projects at a reduced cost. With such a dynamic space, one must make sure that vendors will deliver on their promises. This white paper outlines 5 qualification questions to ask before and during the proof of concept (POC), and 5 things to test during the POC.

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