customer interaction

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Maximize the Value of Each Customer Interaction

In today's economy, making informed decisions is crucial. Whether your business is taking an aggressive or conservative approach to the new market environment, Oracle Business Intelligence BI for Customer Relationship Management CRM can help you analyze business opportunities and act accordingly. View this BNET Webcast featuring...

Tags: Oracle Corp., Webcast, Customer Interaction, CRM, Pricing, Business Intelligence, Tools & Techniques, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Data Management, Management

Webcasts 2009-03-26

The Uppsala Model and the Internationalization of Fast-Moving e-Commerce Companies

This paper has suggested that the Uppsala model of internationalization cannot fully outline the internationalization of e-commerce companies which tends to be more time-compressed and imply larger initial commitments. The nature of the new medium has stimulated the interactivity with customers and therefore modified the process and the source of...

Tags: E-commerce Company, Customer Interaction, E-business, Kizuna, Web Technology, E-business/E-Commerce, Internet

White papers 2007-08-29

When Real Time Is the Right Time: How Real-Time Decision Making Improves Your Customer Interactions

As a customer, has one ever experienced less than ideal service when calling a customer support center? Does it seem like organizations just don't recognize what a valuable customer one is? Although the customer interactions may take only a few moments, the impression made by the company on the customer...

Tags: Customer, Decision-making, SAS Institute, Customer Interaction, Tools & Techniques, Management

White papers 2007-08-01

2Touch Streamlines Customer Interaction Processes With Avaya and Noetica Solution

2Touch needed a front-end solution to guide agents through conversations with their clients' customers; the solution needed to be deployed within a short timeframe. In addition, 2Touch needed a tool that would save time and energy in setting up new customer interaction processes and making amendments to existing ones. The...

Tags: Customer Interaction, Avaya Inc., 2Touch, SYNTHESYS, Call Centers, Real Estate, Service-Oriented Architecture (SOA), Operational Planning, Customer Relationship Management (CRM), Business Process Automation, Enterprise Software, It Operations, Business Operations, Web Services, Software

Case studies 2007-08-01

Customer integration points

Over the past five years, many CIOs have put significant effort intodeploying customer relationship management CRM systems. These systemsprovide a single view of the customer for the sales organization and givereal IT support to activities that were previously handled inspreadsheets, address books, and e-mail. Getting these systems integratedinto...

Tags: CIH virus, customer interaction

Blog posts 2005-01-26

Customer integration points

Over the past five years, many CIOs have put significant effort intodeploying customer relationship management CRM systems. These systemsprovide a single view of the customer for the sales organization and givereal IT support to activities that were previously handled inspreadsheets, address books, and e-mail. Getting these systems integratedinto...

Tags: customer interaction, CIH virus

Blog posts 2005-01-26

Combining Transactional Analytics With Insight From Interactions: A New Approach to Improving Customer Retention Models

If organizations could incorporate insight from the millions of spoken customer interactions that they receive in their contact centers, they would greatly improve the accuracy of their predictive models, be able to identify the customers who show a high risk of defection much earlier, and treat them immediately. By turning...

Tags: Analytics, Customer Interaction, NICE Systems Ltd., Financial Planning, Finance

White papers

Tomorrow's Customer Interactions: A New Vision for the Contact Center

Imagine a world where the customers can easily reach the company anytime, anywhere, via any device or mode of communication regardless of location or number of participants. With converged second generation IP communication networks come new standards such as Session Initiation Protocol SIP. SIP enabled devices and applications have the...

Tags: SIP, Siemens AG, Contact Center, Vision, Customer Interaction, Session Initiation Protocol (SIP), Call Centers, Customer Relationship Management (CRM), Emerging Technologies, It Operations, Enterprise Software, Software

Webcasts

Additional Resources

Support Strategies: Customer Experience Management

Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering value. That makes the support center an extremely strategic contact point. This smith+co white paper explores the importance...

Tags: Strategy, Customer Experience

White papers 2009-11-06

The Enterprise 2.0 Value Propositions Agenda

Time is Money: Where's the Beef? The now biannual US 'Enterprise 2.0' conference is a wrap, but disappointingly there is still little business understanding of what the term means or what the value propositions and benefits are. The general 2.0 suffix is well understood by technology...

Tags: Collaboration, Enterprise 2.0, Conference, E2.0, Susan Scrupski, Oliver Marks

Blog posts 2009-11-05

What should open source do in a car?

Engine Management...The owners should be able to tweak the engine management settings.There is no reason I should be forced to stick with the 'safe' mode settings from the factory. Other Ford enthusiasts could tweak their cars and post their engine profiles online and people could adjust their cars engine...

Tags: car, Ford Motor Co., open source

Discussion threads 2009-10-30

My Top Scary Technology Trends

The Most Terrifying:Google.Kills good companies by handing out "freebies". VERY scary.Machines replacing humansI thought they were tools to enhance our experience on earth.The worst is when customer is an AI telephone. "I'm sorry, could you repeat your last phrase. I did not understand". I thought the buttons were bad enough.RE:...

Tags: cloud computing, Storage management, Google Inc., hardware, virtualization

Discussion threads 2009-10-29

New Apple ads slam Microsoft and Windows 7

No mentionJust as Microsoft haven't mentioned the tens of hours it'll take up upgrade your Vista machine, and the known bug that could cause your upgrade to hang at 62%http://support.microsoft.com/kb/975253LameThese "I'm A Mac" ads have gotten Rather lame. Again, can't Apple come up with something that promotes OSX rather than...

Tags: Operating systems, Start Menu, Microsoft Corp., advertisement, Microsoft Windows, Microsoft Windows XP, Apple Inc., Win7, operating system, Apple Macintosh, Microsoft Windows 7

Discussion threads 2009-10-23

Finally! A Three-Cornered Consulting Service for Enterprise 2.0

Its not too often I endorse a new service - in fact, I never have without a lot of due diligence and at least some production history.   So, for the first...and potentially only....time ever, I'm telling you that I'm truly excited about the launch of Pragmatic Enterprise 2.0.  I'm...

Tags: Socialtext, Enterprise 2.0, Framework, Pragmatic Enterprise 2.0, Michael Krigsman, Ross, Blogging, Strategy, Internet, Management, Paul Greenberg

Blog posts 2009-10-20

Oracle OpenWorld 2009 - Social CRM Technology Rears an Actual Head

I am almost always in awe of Oracle OpenWorld.  The scope of this conference is spectacular. Can you imagine an event that the attendance is down to 37,000 attendees?  Actually, that puts me in awe of their event planners more than even the event. How in the name of whoever...

Tags: Oracle Corp., Siebel Systems Inc., CRM, Anthony Lye, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-10-14

WhosOn 5.0.732 (Windows)

Real Time Visitor Tracking, Live Stats, Live Chat and Monitoring tool for your website. WhosOn displays live website visitor statistics showing current visitor and spider activity on your site, and provdes web traffic analytics reporting. In addition WhosOn acts as a live chat server allowing visitors to chat to operators...

Tags: Microsoft Windows, Web Site, Visitor, Parker Software, Web Site Development, Web Technology, Internet

Software downloads 2009-10-11

Salesforce.com Plays In the Enterprise - Again

Back in 1999, I was a salesforce.com user and at that time, it was a rather kludgy sales force automation application that didn't do much right - for example if I tried to export a .CSV file it gave me an .XLS file and vice versa.  I read something by Marc...

Tags: Salesforce.com Inc., Accounting, Financial, Sales Force Management, Sales Force Automation (SFA), Sales, Enterprise Software, Software, Paul Greenberg

Blog posts 2009-10-07

When will Microsoft's Live Mesh matter?

I consider live Mesh to be one of the killer apps...... on my Windows Mobile phone. That explains a lot there. If Microsoft can't get Windows Mobile straight, what hope is there for ancillary services?it is oddIt's bizarre that they haven't used it in other ways. I love it...

Tags: Mobile operating systems, Microsoft Windows, Strategy, Microsoft Corp., Microsoft Live Mesh matter, Microsoft Live Mesh

Discussion threads 2009-10-07

SupportSmith 2.0 (Windows)

SupportSmith v2 offers professional and company users the necessary resources to quickly establish secure connections between computers. No ports open are required neither on the Technician's side nor Customer's. Quickly and safely establish remote desktop connections with a suite of support tools to allow for the best interaction, such as...

Tags: Microsoft Windows, Cybele Software, Collaboration, Microsoft Windows Active Directory, Directory Services, Enterprise Software, Software

Software downloads 2009-09-25

It's flu season: connect and optimize your workers

More than technology to truly enable remote workingThis blog brings up a big point when discussing telecommuting: the technology must be able to handle the bandwidth when it becomes the norm. But that is solved by applying some well known technologies. It is a technical shift in where the bandwidth...

Tags: Development tools, worker

Discussion threads 2009-09-22