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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

decline customer request  rate and a 10% decline in the number of live agent calls. Although these systems consistently show high payback and ROI, many enterprises still have not benefited from implementing them as a company-wide utility. They also have not been able to utilize the knowledge base as a source for content to be shared with customers over the phone. Today, voice self-service has evolved from a highly proprietary architecture that precluded easy integration with content sources as knowledge bases. Now the barriers 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 from all access points whether they a...
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Documents related to » decline customer request


BigIdeas 2011: Of BigMachines’ Quantum Leap - Part 1


decline customer request  after having to regretfully decline a few previous times, I was finally able to clear my calendar and attend BigMachines ’ annual user conference dubbed BigIdeas , also in Chicago as the company’s base. I have to confess that the attendance has changed my perceptions of the upbeat cloud software vendor somewhat. Namely, every time when we would meet in the past (most often at past salesforce.com ’s Dreamforce and Oracle Open World events) the company’s staff struck me as too formal and somewhat Read More...
SAP and Ariba Synergy
SAP acquired spend management and business commerce solution provider Ariba in 2012 for strategic reasons, and has since been investing in Ariba with a longer

decline customer request  This percent will likely decline somewhat now that SAP and Ariba’s sales and field marketing teams have joined forces and are being compensated for joint sales. That being said, Ariba and SAP both expressed their commitment to a key tenet—keeping the Ariba Network open to connect to all back-end systems. Where the two organizations’ integration is much more apparent is in the realm of R&D. With the exception of a few former top Ariba executives, most of the Ariba’s product managers, developers, Read More...
Oracle Claims The Worst Is Over And Turns To KISS For A Boost Part 2: The Implications
Oracle indeed remains one of the largest and the most respected (or loved to be hated) software companies, with an unbroken profitability track and a strong

decline customer request  a 40% applications revenue decline in the essential North American market, while the competition, like SAP and PeopleSoft , reported significant growth (see SAP Remains One Of The Market's Beacons Of Hope and PeopleSoft: Giving Fervent Hope To The Market And Jitters To The Competition ). Recent positive announcements of other companies that also compete in Oracle's areas of enterprise applications, like Siebel , Manugistics , IFS , and even resurrected Baan further add salt in the wound. With the Read More...
American Software - A Tacit Avant-Garde?
Throughout June, American Software, Inc. continued to announce additional functions that broaden the scope of its e-intelliprise application suite. It also

decline customer request  a recent sharp revenue decline and poor financial performance (See Figure 1 & 2). Figure 1 Figure 2 User Recommendations American Software's traditional target market - multi-national manufacturing and distribution companies with annual revenues between $100 million and $800 million may benefit from evaluating the company's value proposition. The e-intelliprise suite has a broad scope of functionality that may satisfy the needs of most discrete mid-market manufacturers. Given the fact that e-intelliprise Read More...
I-Impact Predicts Your Customer Retention!
More and more, the market is requesting that a CRM or an ERP application include analytics which can be used in a myriad of businesses to predict customer

decline customer request  Impact Predicts Your Customer Retention! Event Summary Data warehouses and analytics have been around for a number of years, but never has their presence proven to be more crucial than now. For years businesses have been gathering tons of data from interactions with their customers, suppliers, and other related service providers. Both back-office enterprise resource planning (ERP) and front-office customer relationship management (CRM) systems have played a vital role in collecting these terabytes of Read More...
Customer Relationship Management Buyer's Guide (Summary Edition)
Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software

decline customer request  Relationship Management Buyer's Guide (Summary Edition) Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources and a directory of CRM vendors. Read More...
Building the Customer-centric Enterprise
The insurance industry’s turn from an underwriting-oriented vision to a customer-centric view has been painfully slow. Success isn’t just a matter of delivering

decline customer request  the Customer-centric Enterprise The insurance industry’s turn from an underwriting-oriented vision to a customer-centric view has been painfully slow. Success isn’t just a matter of delivering superior products and services, but of incorporating customer insight into enterprise strategy on an ongoing basis. Learn how you can use your customer segment data for customer analytics that can help you determine which segments to grow and which to retain. Read More...
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

decline customer request  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More...
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

decline customer request  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...
Customer One Solutions, Inc.
Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and

decline customer request  One Solutions, Inc. Customer One Solutions (COS) is a consulting firm specializing in the evaluation, selection and implementation of Customer Relationship Management (CRM) and Business Process Management (BPM) solutions. COS has implemented CRM solutions at organizations that range in size from 45,000 worldwide employees to 12 local employees. Our areas of expertiese include Financial services, telecommunications, manufacturing and professional service organizations. We specialze in the needs of Read More...
The Key to Achieving Global Customer Visibility
A clear customer focus is an essential part of improving business effectiveness and efficiency. But how can businesses achieve global customer visibility in

decline customer request  Key to Achieving Global Customer Visibility A clear customer focus is an essential part of improving business effectiveness and efficiency. But how can businesses achieve global customer visibility in today's competitive market? With the implementation of a master data management (MDM) solution, businesses can gain multidimensional, real-time visibility of their customers, resulting in improved competitiveness, higher profit margins, and reduced business risk. Read More...
Customer Care & Billing RFI/RFP Template
General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial

decline customer request  Care & Billing RFI/RFP Template General Requirements, Mediation, Provisioning, Sales and Marketing, Customer Billing, Customer Care, Packages and Promotions, Accounts Receivable, Financial Systems, Enterprise Data Warehouse, Reporting, Telephony Products and Services, Utility Products and Services, CATV Products and Services, IP Products and Services, EBPP Services, Technical Requirements Read More...

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