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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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 ticketing agents


Salesforce.com Updates Desk.com for SMBs
Salesforce.com recently released an upgrade to Desk.com, a cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). Now Desk

ticketing agents  cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). In contrast to Salesforce.com's enterprise-level customer service product, Service Cloud , Desk.com's main trait is its ability to be deployed quickly. Now Desk.com (formerly known as Assistly ), which is available on the Salesforce AppExchange marketplace, features a customizable console, allowing agents to view customer data such as account and sales information with filters to organize the data how they want

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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

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Vulnerability Management Buyer’s Checklist


Choosing a solution for vulnerability management (VM) is a critical step toward protecting your organization’s network and data. Without proven, automated technology for precise detection and remediation, no network can withstand the daily deluge of new vulnerabilities that threaten security. This 12-point short list of considerations can help you determine what solutions will work best for your organization.

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Parature to Bolster Microsoft Dynamics CRM


Microsoft just announced that it has acquired Parature, a cloud-based customer engagement solutions provider, and will add a leading customer self-service suite to Microsoft Dynamics CRM. TEC’s P.J. Jakovljevic takes a closer look at what the acquisition means for Microsoft Dynamics customers.

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Differentiation through Service Excellence


With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer satisfaction. While revenue is flattening for many product businesses, service income is increasing. Find out how integrating business processes and customer relationship management (CRM) data can help you deliver new service offerings and improve the customer experience.

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Dassault Systèmes Introduces EXALEAD OneCall for Astute Customer Interactions


There is certainly no dearth of software packages for multichannel customer service and helpdesk. Think of Oracle’s vast offering (based on the acquisitions of Siebel, RightNow, InQuira, and Endeca), salesforce.com’s Service Cloud, Pegasystems, KANA Software, Moxie Software, etc. As consumers become ever more informed about the purchasing options available to them, the volume and complexity of

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The Truth about Agent Training and Turnover in the Contact Center


Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is), you’ll need to complement rewards such as bonus pay, flex time, and public recognition with other means of getting the most productivity from your agents before they head for greener pastures.

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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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OKENA Pioneers Next-Generation Intrusion Prevention


Intrusion prevention has evolved as a smarter alternative to intrusion detection. Pioneer OKENA has mapped application behaviors into rules, and is using these behavior rules to prevent intrusions up front. This second-generation approach offers substantial bottom line savings, and frees up IT resources for other tasks.

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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 software, which helps companies segment and then distribute the information their customers want to know.

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Sky


Sky, FieldOne's field service solution, supports interactive scheduling with optimization capabilities, resource and route planning, work order management, mobile task management, and reporting. The Sky routing module is an advanced, automated resource-routing engine (for agents and equipment). It provides automated dispatch, optimized routes and real directions, skill-based team assignment, and workload balancing. FieldOne supports any industry with a field service component.

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CRM without Compromise: A Strategy for Profitable Growth


When implementing customer relationship management (CRM), organizations often lose sight of their customers and focus on efficiency gains instead of looking at the bigger picture from a customer perspective. But organizations that can build a business-centric system flexible enough to quickly respond to changing customer needs will have a sustainable competitive advantage and enjoy profitable growth for years to come.

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