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Customer Relationship Management

Buyers' Guide
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The agreement brings Veritas' enterprise data management portfolio to all eligible federal, state, local, and tribal government agencies Posted September 18, 2018

Using CognitiveScale's Cortex5, Keller Williams will increase the velocity of its AI initiative implementation Posted September 17, 2018

Solution automates processes to help marketing and sales teams clean data, focus on the right targets, and scale operations Posted September 12, 2018

Investment will power the marketing technology and digital commerce company's growth Posted September 11, 2018

DRG uses Talend Cloud to provide healthcare market intelligence Posted September 10, 2018

The ability to manage rich media has become essential for departments throughout the enterprise. DAM systems bring efficiency to the search process. Posted September 10, 2018

In designating products to our 2018 list, we looked for solutions that are inventive as well as utilitarian … that break new ground, that help organizations achieve their knowledge management goals and the digital transformation they need to thrive. The offerings help users find information more easily and convert structured and unstructured information into meaningful insight to solve business challenges and satisfy customers. Posted September 10, 2018

The acquisition will allow iManage to bolster key risk and compliance processes Posted September 07, 2018

The partnership will allow the two entities to collaborate on tech solutions to create industry standards, best practices, and more Posted September 07, 2018

Volusion gives merchants new pathways to sales Posted September 06, 2018

The partnership will provide customers with greater control over their content planning Posted September 05, 2018

The General uses eGain for customer self-service on its website and will soon roll out eGain's cobrowse technology Posted September 03, 2018

DarkShield allows data governance teams to structure, classify, and audit data in unmasked or masked condition Posted August 31, 2018

Idea Lab integrates search within content creation Posted August 30, 2018

New cloud application for legal and a growing suite of offerings for legal customers Posted August 29, 2018

CXone helps organizations improve CX, better reach Millennial and Gen Z customers, and address GDPR requirements Posted August 29, 2018

After implementing a cloud-based data vault using WhereScape Data Vault Express for Snowflake, the company can now respond more quickly to business questions, better evaluate historical trends, and get a more complete picture of its many datasets Posted August 27, 2018

Platform merges content, automation, and machine learning to change the way customer-facing teams work Posted August 21, 2018

The acquisition will enhance Serviceware's ESM platform Posted August 17, 2018

The acquisition gives Aderant e-billing capabilities Posted August 17, 2018

The integration allows Relativity clients to maximize both tools in seamless, automated way Posted August 16, 2018

The partnership will allow companies to incorporate metadata from a variety of leading CRM packages Posted August 15, 2018

M-Bridge is an integration platform that allows teams to integrate key apps for better collaboration and document sharing Posted August 14, 2018

The text by Rosette boosts NICE's ability to gain insights from customer conversations Posted August 09, 2018

Programmable Conversations will connect interactions across a variety of platforms Posted August 08, 2018

Knowledge management (KM) offers a wealth of reliable information on a variety of topics. But if the knowledge you need isn't right at your fingertips, right in the moment, then KM can become yet another application to toggle to in the midst of your other activities. To maximize the value of KM, whether using it on-premises or in the cloud, be sure you've set it up to work alongside these other critical customer service applications, so that you can reap the greatest benefit. Posted August 07, 2018

We are surrounded by knowledge, bombarded by information, and inundated with data. Scarcity of knowledge, information, and data is not our problem. We have an abundance. Sifting through it all to find the useful, valuable, and actionable bits is the problem. It reminds me of the Ancient Mariner's complaint of "Water, water everywhere but not a drop to drink." Posted August 07, 2018

Before Looker, Five Guys JV's reporting was a time-consuming process that required input from the development team Posted August 06, 2018

The Rapid Commerce solution increases business value for e-commerce Posted August 03, 2018

The acquisition adds legal cloud platform to Netgain's suite of products Posted August 02, 2018

The integration with MessageBird enables businesses to provide SMS fallback for urgent messages to ensure customers receive the intended communication regardless of internet access Posted August 02, 2018

The acquisition will expand intelligent work platforms for law firms and corporate legal departments Posted August 01, 2018

The merger will allow Nintex to create new tools to better optimize enterprise functions Posted August 01, 2018

The Agreements Network's legal reference layer is a novel tool for tracking important information like chain of custody for assets, but also supports creation of new products that will transform legal contracting Posted August 01, 2018

IDERA will boost support for customers invested in ERP and CRM systems Posted July 31, 2018

The answer lies in a modern knowledge management (KM) system, infused with AI, that can guide agents (and customers in the case of self-service) to the answer needle in a haystack of content and through customer conversations. Modern AI-infused KM also addresses all the other issues mentioned earlier: explosion of and constant changes to information, increasing query complexity, next-gen attention span, "all-gen" forgetting curve, "guided" lifestyle, and legacy customer service and knowledge tools. Posted July 30, 2018

Beyond security and collaboration features, the firm chose the solution for its integrations with Harper Grey's existing core systems, creating a synergy involving AI-based automation and workflows. Posted July 17, 2018

Latest release helps enterprise support, success, and sales teams work smarter and drive revenue Posted July 13, 2018

Enables accelerated time-to-revenue through streamlined contract management, negotiation, and signature Posted July 12, 2018

Eureka Starter puts speech analytics within reach for organizations of all sizes using Amazon Connect Posted July 11, 2018

Platform provides businesses with comprehensive view of the customer experience Posted July 10, 2018

Credit union specialists will use the solution to answer member questions about their accounts, including checking and savings, mortgages, debit/credit cards and loan products. Posted July 03, 2018

Cognitive computing is changing the way future generations will utilize search Posted July 02, 2018

The fact is that the effects of AI and cognitive computing will be even broader than current traditional computing systems. As we incorporate more and more data sources for better results, we also increase the likelihood of affecting more lives and more organizations. Posted July 02, 2018

As a foundational technology, text analytics has a lot of versatility, but its broad potential use can make it difficult to explain to prospective users. Whatever a company's pain point, chances are that text analytics can be part of the solution, and there is plenty of room for growth, both across different industry verticals and horizontally within an organization. Posted July 02, 2018

After thousands of proof-of-concepts, blockchain technology has evolved from concept to reality. Organizations are now more confident taking their first steps on their adoption journey, and in turn, it is expected to make a significant impact on the economy. According to a World Economic Forum survey report, 10% of global domestic product (GDP) will be stored on blockchain technology by 2027. Benefits like decentralization, transparency, trust, immutability, high availability and security are much appreciated and have long been expected by many industries, especially those that deal with data and transactions. Posted June 29, 2018

Artificial intelligence (AI) and machine learning are redefining the online search experience for both users and brands. Increasingly, customers are finding information about businesses directly through maps, apps, and digital assistants—before ever visiting a company's own website.Consumers are also seeking out more targeted answers than ever before. Search queries that include "near me" have increased 900% in the last two years.1 Posted June 29, 2018

Helps brands display the most effective user-generated content Posted June 28, 2018

In a perfect world, not only would we all be able to understand each other regardless of the languages we speak, but all software would be completely secure. We don't live in that perfect world. When it comes to tools for knowledge management, one company name that resonates is Microsoft. Regardless of country or language, when someone says or writes Microsoft, you know exactly what that company is. You don't need to translate Microsoft into Czech, Japanese, or Swahili. Microsoft is Microsoft. The same holds true for Office 365. It's called Office 365 in countries around the world. Posted June 22, 2018
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