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Denis Pombriant
Helpshift Integrates With Salesforce
05/25/17 1:48 PM PT | CRM Buyer | 632 Words

Empowering Customers
Customer self-service once was thought to be the peak of customer empowerment, but we soon discovered that self-service systems were, in some cases, the same support systems used by agents -- but possibly with nicer front-ends.


Richard Adhikari
LogMeIn Makes Bold360 Entrance at CRM Party
06/09/17 1:34 PM PT | CRM Buyer | 640 Words

The system gets smarter over time and can be applied to self-service interactions or to inform agents when they engage with customers; and Seamless escalation of customers to remote support from the existing interface. Bold360 builds intelligent and actionable profiles that let businesses...

John P. Mello Jr.
Cook Gives Up a Few Crumbs of Apple Auto Info
06/16/17 11:23 AM PT | TechNewsWorld | 673 Words

News about Apple's plans for the automotive market have been dripping slowly from the company for months, and CEO Tim Cook...

Peter Suciu
Microsoft's Mixer Could Shake Up the Streaming Game
05/25/17 3:25 PM PT | TechNewsWorld | 805 Words

Microsoft on Thursday announced Mixer, a rebranded version of its game-streaming service previously known as "Beam." In addition to the name...

Jack M. Germain
MariaDB Offers a Bigger Box of Transactional Tools
05/30/17 1:31 PM PT | LinuxInsider | 1137 Words

MariaDB last week announced the availability of MariaDB TX 2.0, a fully functional open source transactional database solution for modern...

Denis Pombriant
Salesforce Parallelism
06/12/17 3:32 PM PT | CRM Buyer | 914 Words

For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in...

David Jones
Uber Ousts Top Deputy as Fate of CEO Kalanick Hangs in Balance
06/13/17 9:03 AM PT | E-Commerce Times | 670 Words

Uber Technologies on Monday lost its second-most-important executive in a shakeup stemming from an internal investigation into sexual harassment charges. The...

Rob Enderle
The Massive Unintended Consequences of Self-Driving Cars
05/08/17 10:28 AM PT | TechNewsWorld | 1595 Words

I attended last week's opening of Intel's big new Autonomous Driving Lab in Silicon Valley, and it is an impressive effort....

Richard Adhikari
Amazon Strikes Contact Center Market
03/28/17 2:20 PM PT | CRM Buyer | 627 Words

... Web Services on Tuesday announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the United States and 18 countries in Europe, with more coming soon.

Richard Adhikari
Verizon Aims to Help Firms Get Up Close and Personal With Customers
05/22/17 4:41 PM PT | CRM Buyer | 647 Words

Apps developed with this SDK will transition customers using a company's self-service mobile app directly to a live agent.

This will maintain the security of the transaction and minimize the number of steps required. The customer's confirmed identity and information about...

Richard Adhikari
Veeva Offers Cross-Stack Customer Insights
05/12/17 9:32 AM PT | CRM Buyer | 630 Words

The MyInsights Impact
Self-service business intelligence and reporting is "one of the top three requests of analytical users in every Constellation Research survey," Wang observed. "This is a very much on-demand feature that Veeva customers have been asking for."


Richard Adhikari
Genesys Launches G-Nine CX Framework
05/24/17 3:51 PM PT | CRM Buyer | 615 Words

Genesys on Monday introduced G-Nine as the innovation framework underlying all of its product offerings. "Think of G-Nine as the Genesys...

Chris Bucholtz
3 Ways Your Sales Organization Should Prepare for AI
05/16/17 8:38 AM PT | CRM Buyer | 821 Words

Just like lead scoring, or self-service customer support, or any of a number of things that are supposed to automate processes, adjustments will be needed over time to avoid the system sliding into obsolescence.

This isn't just about the team staying alert...

Richard Adhikari
United Airlines Gives Appalling New Meaning to Customer Service
04/11/17 2:09 PM PT | CRM Buyer | 715 Words

United Airlines' self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to...

David Jones
British Hospitals, FedEx Among Thousands Hit by Ransomware
05/13/17 10:40 AM PT | E-Commerce Times | 600 Words

Authorities on Friday said they were investigating a massive ransomware attack that reportedly hit more than 45,000 computers in 74 countries...

David Jones
John Oliver's Viewers Flood FCC Site With Net Neutrality Concerns
05/09/17 10:17 AM PT | E-Commerce Times | 641 Words

Comedian John Oliver, incensed over proposed changes to unravel Net neutrality protections for consumers, on Sunday unleashed a torrent of criticism...

Peter Vogel, Eric Levy, and Eddie Block
Intertwining Artificial Intelligence With Blockchain
05/18/17 9:11 AM PT | E-Commerce Times | 933 Words

Except for those folks living under rocks (sounds uncomfortable), everyone knows about or at least has heard of bitcoin. However, not...

Denis Pombriant
E-Commerce Gets the Einstein Treatment
05/17/17 3:19 PM PT | CRM Buyer | 704 Words

E-commerce brings together several themes that relate to our current fascination with artificial intelligence , machine learning (ML), bots, mobile technology...

Andrew Boyd
Customer Self-Service: How May You Help Me?
06/21/07 4:00 AM PT | CRM Buyer | 895 Words

... an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably...

Kevin Sjodin
Bridging the Gap Between Self-Service and Live Service
05/13/10 5:00 AM PT | CRM Buyer | 1280 Words

... majority of today's contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, people will always need to talk to people. That is why there will always be a need for live...

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What do you think of today's voice recognition technology?
It's great -- the tech has improved vastly in recent years.
It's the wave of the future, but quality is still hit or miss.
I like it for texting, especially when I'm driving.
I only use it when I have to, like with IVR systems.
I avoid using it, because most voice systems are still terrible.
It's an unnecessary frill that I can easily live without.