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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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 document customer complaint


Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

document customer complaint  rather than a mere document reader. Agents might also feel more accountable for problem resolution, as they begin to follow problems from start to finish. For instance, a CSR can access and present solutions to problems from a knowledge base; create a service ticket; request repair services; note a complaint; process returned materials; issue a rebate, coupon, or refund; and escalate issues to other responsible parties, such as tier (level) two support, development, quality assurance (QA), or even third

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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

Customer 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  

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10 Steps to Continuous Compliance: Putting in Place an Enterprise-wide Compliance Strategy


Understanding the full scope of risk in today’s complex business environment is a must for achieving compliance with governmental mandates and industry regulations. However, many companies have a limited perception of risk and struggle to make compliance an enterprise-wide, integrated process. Compliance is no longer a one-time isolated project; it’s an ongoing effort—and you’re just tens steps away from discovering why.

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Best Practices in Siebel CRM Performance Management: Monitor, Measure, and Manage the End-user Experience


Many frustrated executives find that despite the fortune spent on managing servers, networks, and applications, there are still complaints about the performance, usability, and availability of their customer relationship management (CRM) solutions. How do you know if your CRM system performs for each user? What does it mean when users say the system is slow? An experience management solution can give you the answers.

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NetBIOS Firewall


How many times do you hear network administrators scream at the top of their voice, "I have spent millions of dollars buying expensive and the best antivirus software solutions and yet every two months, when a new virus strikes, I have my entire network go down!" This is a common complaint you will get to hear from one and all network administrators, primarily because most security vendors today concentrate more on a "reactive" approach to stop virus attacks, than a “preventive” approach!

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Bolstering the Call Center with Service Resolution Management Processes


Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

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How to Measure Customer Satisfaction


Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.

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Creating the Single Customer View


With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming.

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Why SharePoint Is Not Document Management Software


Microsoft’s SharePoint program is frequently misused as a full-featured document management system. While SharePoint offers a fairly massive feature set, its primary focus is on collaboration, which entails somewhat open flows of information and less control of material across the full document lifecycle than a document management system would offer. Download this white paper to learn more.

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Your 360-degree View of the Customer: Keep the Customer in View


Vendors of customer relationship management solutions, and the companies that use those solutions, praise the advantages of having a 360-degree view of the customer. The approach is meant to provide a company with a full picture of its customers in order to enhance the customer experience, provide better customer service and support, and improve the company’s sales and marketing initiatives to

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Applying the Power of Social Networks to Customer Relationship Management


Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.

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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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