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IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

with Shawn Moore, Solodev
In this interview, Shawn Moore,...

Driving Better Outcomes through Workforce Analytics Webcast

Driving Better Outcomes through Workforce Analytics Webcast

Find out what’s really going on in your business...

Legacy Modernization: Look to the Cloud and Open Systems

Legacy Modernization: Look to the Cloud and Open Systems

On the surface, mainframe architecture seems relatively simple: A...

Still keeping your hybrid power systems indoors?  It’s time for change.

Still keeping your hybrid power systems indoors? It’s time for change.

Mobile telecommunications network equipment is expected to work without...

As the Network Changes, Engineers Are Embracing the DevOps Model

As the Network Changes, Engineers Are Embracing the DevOps Model

Businesses that have embraced digital transformation with a clear...

CRM Watchlist 2012 Winners – Customer Service Strikes Again

January 31, 2012 No Comments

SOURCE: ZDNet

The funny thing is that for all kinds of reasons, customer service has been the lynchpin for what we’ve all called Social CRM. That means going well beyond the contact center and well beyond the ordinary customer service interactions that we’ve come to…. love/hate/pick one.

But customer service has broader implications than it used because customers aren’t only communicating their frustrations in multiple channels, they are asking questions and getting answers in places not owned by the company.  The winners this year represent different levels of execution when it comes to the thinking on those broader implications – but all of them execute really well in whatever way they do.

Let’s get down for KANA, Moxie, Parature, Pegasystems and Sword Ciboodle – in that (alphabetical) order.

Click here to read more of this blog post by Paul Greenberg

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