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- Enterprise 2.0 industry matures as businesses grapple with its potential
- Some of the big IT news over the weekend was the announcement that Forrester predicts that the Enterprise 2.0 space will be a $4.6 billion industry within 5 years. ZDNet's Larry Dignan had the full breakdown yesterday on Forresters bullish outlook while Dennis Howlett immediately took umbrage with...
- Tags: Software, Application, Information Technology, Industry, Enterprise 2.0, Enterprise 2.0 Industry, Enterprise 2.0 Tool, Self-service, Dion Hinchcliffe
- Blog posts 2008-04-22
- 5 Web self-service Pitfalls: What Every Contact Center Manager Must Know
- Self-service is "In" among businesses. In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing...
- Tags: Web, Contact Center, eGain Communications Corp., Self-service, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-08-02
- Realizing the True Value of Online self-service and E-Billing
- Self-service is the fastest-growing customer care channel and is widely recognized as a viable means to dramatically reduce operational costs. However, many companies deploying self-service and e-billing solutions have met with limited success. In most cases, user adoption remains low because most existing self-service and e-billing offerings do not adequately...
- Tags: Electronic Billing, Self-service
- White papers 2005-08-01
- Getting the Most Out of self-service: Maximize self-service Benefits by Understanding Customer Needs
- Self-service is emerging as a tool of choice for consumers and organizations alike. Increasing numbers of people are now selecting self-service options, such as Interactive Voice Response IVR, e-mail, Web, and chat, as their primary means of contact with organizations providing goods and services, and a greater number of forward-thinking...
- Tags: Benefit, eLoyalty, Organization, Self-service, Interactive Voice Response (IVR), E-mail, Product Marketing, Productivity, Online Communications, Marketing
- White papers 2003-12-05
Additional Resources
- Facebook bans Google's Friend Connect
- A few days ago, Google launched a new service called Friend Connect to help website owners make their stuff social without needing to do much work. This basically involves being able to host certain gadgets that use OpenSocial on a webpage by simply copy and pasting some code from...
- Tags: Google Inc., Facebook, Web Site, Web Site Development, Web Technology, Internet, Garett Rogers
- Blog posts 2008-05-16
- Run by Wall Street? A Cause or a Company?
- Guest post: Anshu Sharma is author of Anshu's blog, which focuses on Software as a Service and the emerging SaaS Ecosystem. He is an Enterprise Irregular. In light of the Yahoo! - Microsoft fiasco, fellow bloggers Larry Dignan and Vinnie Mirchandani have been asking the question whether...
- Tags: Shareholder, Yahoo! Inc., Vision, Wall, Management Team, Software As A Service (SaaS), Financial Accounting, Construction, Strategy, Emerging Technologies, Finance, Management, Anshu Sharma
- Blog posts 2008-05-16
- Microsoft, HP ready XP SP3 endless-reboot patches
- Help is on its way for users affected by the Windows XP Service Pack SP 3 endless-reboot problem that has plagued some users for the past week-plus. Both Microsoft and Hewlett-Packard are readying patches that should remedy the glitch, which seems to affect primarily users of AMD-based...
- Tags: Mary Jo Foley
- Blog posts 2008-05-16
- Office 2008 for Mac: The straw that broke the backs of Microsoft's Windows developers?
- Could it be that a Macintosh program will be the tipping point for the confidence that ISVs have in Microsoft as a technology partner? One c-level technologist for a Windows enterprise app says "no more" to Redmond's vision. I wrote the other day about Microsoft's Mac Business...
- Tags: Developer, Apple Macintosh, Microsoft Office, Window, ISV, Microsoft VBA, Microsoft Windows, Microsoft Corp., Engineer, Scripting Languages, Software/Web Development, Web Development, David Morgenstern
- Blog posts 2008-05-16
- Nortel Demos Virtual World Platform
- Nortel demoed a virtual world prototype here in a Ottowa at a day long event. Dubbed Web Alive, the virtual world is the first project to come out of Nortel new research effort that imposes a VC-like model for funding research. Like other virtual worlds, Web...
- Tags: Web, Collaboration, Nortel Networks Corp., Voice, World Platform, Web Alive, Channel Management, Telecommunications, Marketing, Dave Greenfield
- Blog posts 2008-05-16
- Universal coverage changes the debate
- Once you start following countries with universal health care, it's clear that problems remain but the terms of debate shifts. Take Canada, for instance. (Please?) Questions of how much money is spent on drugs cease being academic. Government can freely decide what people can...
- Tags: Health Care, Canada, Vertical Industries, Benefits, Healthcare, Government, Enterprise Software, Software, Human Resources, Dana Blankenhorn
- Blog posts 2008-05-16
- Yet another "iPhone killer:" Blackberry's Thunder (updated)
- Did you hear that John Mayer is cheating on Apple again? That's right, Apple's poster boy blogged that he's using a Blackberry Bold. Not really surprising considering that RIM sponsored his 2007 tour. Note to Cupertino: send him a 3G iPhone, like, today. Although RIM hasn't said...
- Tags: Apple iPhone, Verizon Communications Inc., RIM BlackBerry, Electronista, 3G, Cellular Phones, Keyboards, Handhelds, Wireless, Consumer Electronics, Personal Technology, Hardware, Peripherals, Jason D. O\'Grady
- Blog posts 2008-05-16
- Web 2.0 and the end of advertising
- The idea that software on the Web is going to be largely funded by advertising is just so wrong-headed, I hardly know where to start. It had me spluttering in the latest BriefingsDirect Insights analyst podcast hosted by Dana Gardner — more on that in a moment. Let's move on...
- Tags: Software, Web, Web 2.0, Advertisement, Phil Wainewright
- Blog posts 2008-05-16
- News to know: XP meets XO; Yahoo; Facebook; Verdiem; DIY phishing
- Notable headlines: Mary Jo Foley: It's finally official: XP is coming to the XO. Christopher Dawson: Sugar-free Windows, as predicted Microsoft cuts backup from Windows Home Server PowerPack Larry Dignan: Icahn launches Yahoo proxy fight; Mark Cuban's return?...
- Tags: Facebook, Larry Dignan, Microsoft Windows XP, Yahoo! Inc., Privacy, TechMeme, Icahn, Phishing, Service-Oriented Architecture (SOA), Cyberthreats, Spam, Security, Viruses And Worms, Spam And Phishing, Web Services, Enterprise Software, Software
- Blog posts 2008-05-16
- Mashups turn into an industry as offerings mature
- There were a great many product announcements at Web 2.0 Expo in San Francisco last month, but it was the number of announcements around Web-based mashups in particular that received a large share of attendee and media attention. By my count there were at least nine significant announcements in...
- Tags: Web, Industry, Mashup, JackBe, Lotus Mashups, MashupHub, Mindtouch, Itasca, Serena, Mashup Exchange, SnapLogic, Dion Hinchcliffe
- Blog posts 2008-05-15
- Does 'SOA lifecycle management' say it better than 'SOA governance'?
- Oh what a difference five years makes. Back in the good old days, 2002-03, IT people at the time our ancestors were fascinated with this new approach called "service oriented architecture," which would make integration faster and cheaper and less onerous. Now that many companies have services in production, they...
- Tags: Lifecycle Management, SOA, SOA Governance, Miko, Service-Oriented Architecture (SOA), Web Services, Middleware, Enterprise Software, Software, Joe McKendrick
- Blog posts 2008-05-15
- BriefingsDirect Insights analysts probe future of online advertising and find transactional lucre lurking
- Read a full transcript of the podcast. The future of online advertising captures the headlines and attention when the likes of Microsoft courts the likes of Yahoo! And Wall Street still has a hard time figuring out how much Google is worth, based on just those little...
- Tags: Software, Advertisement, Business, Online Advertising, Bookkeeping Service, Dana Gardner
- Blog posts 2008-05-15
- Facebook: Google Friend Connect violates our privacy standards
- The social networking ground war is well underway. Facebook said Thursday that it will block Google's Friend Connect services because it "redistributes user information from Facebook to other developers without users' knowledge." Facebook's Charlie Cheever writes regarding Google Friend Connect: We're excited that our industry partners...
- Tags: Google Inc., Facebook, Standards, User Information, Social Networking, Online Communications, Marketing, Advertising & Promotion, Larry Dignan
- Blog posts 2008-05-15
- Microsoft delivers another update to Office Live Workspace
- Microsoft rolled out quietly on May 15 its 1.1 update to its Office Live Workspace service, which is currently in beta test. The 1.1 bits are available from the Microsoft Downloads site. adds performance updates, making Office Live Workspace run faster with Microsoft Office programs, plus the...
- Tags: Microsoft Office Live Workspace, Microsoft Office Live, Microsoft Corp., Microsoft Office, Office Suites, Software, Mary Jo Foley
- Blog posts 2008-05-15
- A robotic chef for your kitchen?
- The European Commission has founded a project named 'Co-operative Human Robot Interaction Systems' CHRIS for a cost of €3.65 million. The project, which started in March 2008, will last 4 years. It is based at Bristol Robotics Lab BRL which will work with the University of the West of England...
- Tags: Project, CHRIS, Service Robot, Robots, Emerging Technologies, Roland Piquepaille
- Blog posts 2008-05-15
- Yahoo! frees the Monkey, and announces prizes for a Developer Challenge
- In conversation with Yahoo! Research's Peter Mika last week, I jokingly suggested that Yahoo! Search's open developer platform, SearchMonkey, might open its doors to developers this week. Well, they just did, and went a step further by announcing a month-long Developer Challenge and prizes of up to $10,000 for innovative...
- Tags: Developer, Yahoo! Inc., Infobars, Search, Paul Miller
- Blog posts 2008-05-15
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