The news as of the first coffee this morning, and the music is Aaron Copland's Appalachian Spring, which falls in that category of music that's good for background while at work but isn't elevator music. In fact, if you can cue it up in the office at the right time, you can build your work force's emotional intensity until by the time the seventh movement, Doppio Movimento and its lovely Shaker hymn melody rolls around, they're flying at their peak of productivity:
has announced that International Game Technology, a company selling computerized gaming machines and systems products, has selected InQuira to help improve their customer service.
IGT will use InQuira's Knowledge Management software platform and customer service application to try to get "faster, more effective support products" for IGT's Web self-service customers and call center agents, according to IGT officials.
InQuira's Knowledge Management platform includes support for support-oriented content through a workflow and publishing cycle, as well as intelligent search technology that "discerns user intents and applies approaches for matching searches to available content," according to the InQuirians, adding that the search module "analyzes all search words for relevance, not just the keywords."
The platform is expected by IGT officials to provide a knowledge base for Web self-service and agent-assisted support that lets customers do more in the way of self-serve and have less occasion to call center agents.
IGT sells stand-alone and networked gaming systems for casino operators. Their products include its MegaJackpots wide-area networks of games, linking casinos together for larger jackpots, including Megabucks, Wheels of Fortune and other multi-site casino games.
CRM vendor Parature says that Webs.com has selected Parature
Customer Service software to manage their customer service and support. Webs.com is a social publishing platform that lets users build Web sites for an active community.
James Watson, Director of Customer Relations for Webs.com, says they wanted a new customer support system to correct an "inadequate process to provide customer support." As a Web-based company, according to the Paraturians, they wanted customer service software that was also Web-based, as pretty much anybody with an IQ over room temperature these days does.
One thing Webs.com wanted was the ability to make service or product announcements, or even answer a commonly asked question without accessing another application or requiring the assistance of another department, on a Web interface that looked like their presence, not a third-party fulfillment vendor.
Watson noted that Webs.com grew from fourteen products in 2005 to over fifty in 2008.