HP Enterprise Services has introduced new services designed for organizations interested in multichannel customer experience contact centers. The HP Customer Engagement as a Service (CEaaS) resulted from the integration between HP’s cloud technology and Avaya’s contact center technology.
The contact center tools comprising the solution allow users to handle social media marketing, mobile integration, and customer analytics in a single cloud-based contact center platform. Read the rest of this entry »
With almost 20 years of experience in providing strategic process and organizational policy advice for both public and private organizations in various industries, Kirsten Bay will step in as the new president and CEO of Attensity, succeeding Mr. Ian Bonner, who will now serve as Attensity’s chairman of the board.
Previous to her new role at Attensity, Ms. Bay specialized in strategic processes and served as an organizational policy advisor, drawing on her experience in the information management, finance, and product industries. Ms. Bay has also served as vice president of commercial business with iSIGHT Partners.
“I am thrilled to join Attensity at such an exciting time. Attensity is truly the pioneer in developing analytic and engagement products powered by semantic technologies. Mining big data has created a terrific opportunity for Attensity to apply its text analytics and customer engagement solutions in large corporations and the public sector,” mentioned Ms. Bay in regard to her new role within the company. Read the rest of this entry »
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities.
As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a long time—the pervasive opinions and attitudes of their customers. By widely spreading individual opinions, social media has encouraged businesses to transform their exchanges with customers. As a consequence, quite a few businesses today have SCRM strategies in place. In this post, I’ll outline some of the potential benefits of SCRM to businesses and their clients. Read the rest of this entry »
During the Sitecore Symposium North America, Sitecore presented two new applications aimed at marketers interested in integrating customer engagement management with website content management (WCM). Social Starter Kit combines online communities delivered by Telligent with Sitecore’s customer engagement platform and WCM. This addresses a challenge that marketing professionals are facing because, as a rule, they are using separate software solutions to coordinate their websites and online communities. The other product launched at the same event, the Sitecore Social Connected Module, is a free add-on that connects the websites created by using the Sitecore WCM with social platforms. The application allows for mutual exchange between websites and social networks, as social content can be shared on websites and vice versa. Another capability worth underlining is the automated social site user authentication, which is much appreciated by users, as they want to avoid having to create and remember new credentials.
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication. Read the rest of this entry »