March 30, 2005
Time for some important CRM news. Talisma, a provider of multi-channel CRM solutions, today announced the acquisition of KnowledgeBase.net, a market-leading provider of hosted and on-site Knowledge Management (KM) software for Customer Support and Self-service. Talisma will incorporate KnowledgeBase.net's technology,...
March 11, 2005
eAgency is going to introduce their wireless SFA/CRM solution, Nice Office at CTIA. It allows users to manage contacts, monitor sales activities, send contracts, and field customer relations problems on the fly using their BlackBerry. Users can customize interfaces; the product...
March 03, 2005
I just received this story pitch for Customer Interaction Solutions Magazine discussing how their technology has an "emotion detection" capability, so if an agent raises his voice or swears at a customer, a call center supervisor can be notified.Scary concept...
February 17, 2005
HEAT 8.3 now integrates with FrontRange ITSM and supports .NET. I was informed about this news last week, but I have been busily preparing for my speaking session at Internet Telephony Expo and trying to complete some reviews. In any...
February 01, 2005
I've always been fascinated with word spotting analysis. -- You know, the ability for the NSA to overhear you say, "Let's kill the president" on the telephone and then mysteriously three hours later the Secret Service shows up at your...
January 24, 2005
Microsoft in an attempt to try and promote more sales of the Microsoft Office Suite, is attempting to integrate third-party CRM packages such as Siebel into Microsoft Outlook and other parts of the suite. Check out the full Cnet story...
January 17, 2005
In keeping with my last blog post about Parus' speech-recognition IVR, I just got this release a few minutes ago I thought I'd share. Similar to Parus Interactive, VoiceGenie also supports SIP and the VoXML standards. Toronto, Canada – January...
January 12, 2005
MCI announced a new conferencing service that leverages local access numbers across the entire globe. Personally, with VoIP bringing international calls per minute pricing way down, I don't see the need for this. But I suppose a Fortune 1000 company...
Salesforce.com sent me a package today containing a letter that states, "It took four and a half years to reach 100,000 subscribers. Just 16 months later, we are proud to tell you that we have surpassed 200,000 subscribers." Congrats Salesforce.com!...
January 11, 2005
FrontRange Solution's IT Service Management products is attracting new partners both in the U.S. and abroad. Detailed in the news release below, FRS has signed up UK-based Orb Data as a partner reseller. It is significant to note that Orb...
December 07, 2004
I have an interesting story to tell, along with a company whose technology I recently discovered, that may help prevent the embarrassment and inconvenience I suffered as a result of my credit card being declined. It all started just the...
November 15, 2004
It seems I can't go to any public place for at least an hour without seeing at least one Blackberry device - especially airports. Blackberries are known for their excellent email capabilities, however third-party developers are adding additional functionality as...
I was checking out Andy's blog about "bad customer service" in the USA and as I was reading it I kept thinking to myself, "Yup, been there" or a Clintonian "I feel your pain..." In fact, reading this also reminded...
November 03, 2004
Gee, FrontRange just sent me a demo copy of GoldMine v6.5 a few weeks ago for a product review and already Goldmine v6.7 is out! I feel so outdated... I spoke with FrontRange a week or so ago and they...
November 01, 2004
I was Googling and came across EagleACD, which I had never heard of, so I decided to check them out. They are a hosted-ACD platform or hosted contact center platform if you will.. that is similar to CosmoCom, which TMC...
