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Customer Relationship Management

Buyers' Guide
Learn More in the Buyers' Guide!

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

The UDI Multi-Connector helps medical device manufacturers meet new regulatory requirements Posted June 21, 2018

The A/B Testing featured provide product teams with tools to improve relevance of search results Posted June 20, 2018

Consolidated Identity allows employees to access data and complete tasks on one single user interface Posted June 05, 2018

NilRead release 4.3 and PACSgear Image Link Encounter Workflow address imaging challenges within specialties and across healthcare organizations Posted May 31, 2018

With the new Pattern Search feature, administrators and auditors can centrally look up sensitive data and instantly identify whether any files have been shared inappropriately. Posted May 30, 2018

VoiceAI delivers real-time voice insights Posted May 23, 2018

Oracle Intelligent Bots technology uses deep learning-based natural language understanding (NLU) to comprehend and determine the intent of user conversations. It can help Heineken Urban Polo process those conversations, integrate each with existing business application data and automatically respond within context. It also allows Heineken Urban Polo to directly contact customers and followers with important information in a personal, non-invasive way. Posted May 22, 2018

MIQ brings deep learning capabilities to the X Series to transform both employee and customer experience Posted May 17, 2018

Comprehensive solution helps insurance agents and providers to control the public facts about their brand in one platform Posted May 16, 2018

Understanding that every company is different, Teleopti has developed AI functionality that automatically learns from customer data, creating and setting shift categories specifically for each contact center Posted May 11, 2018

Provider of omnichannel contact center software now integrates with Google in order to provide new features to customers Posted May 11, 2018

The possibilities of AI and ML are numerous—we are already witnessing some of its disruptive potential through personalized healthcare, weather predictions, inventory management, smart city design and more. There is one constant that will accelerate these advancements in AI further—the desire to create machines that are domain fungible with the ability to self-learn. Posted May 10, 2018

InfoNgen uses machine learning to enable companies to gain actionable insights through access to an expanded universe of structured and unstructured data Posted May 08, 2018

Langlois chose InterAction due to its focus on professional services firms, relationship intelligence functionality and ease of integration with other business systems, according to LexisNexis. Posted May 08, 2018

Designed to make customer conversations smarter Posted May 03, 2018

In this KMWorld webcast discover how the enterprise can migrate to SharePoint successfully Posted May 01, 2018

Suite of new GDPR enhancements helps improve classification, search, and reporting for long-term personal data Posted May 01, 2018

The use of knowledge management tools for financial services firms continues to grow and change with the industry itself. Posted May 01, 2018

Despite the many successes that cognitive computing has had, researchers see potential for improvement and are pushing forward to develop more capabilities. Among the cutting-edge technologies of interest are neuromorphic systems, which are modeled after the human brain. They have the potential to be more generalizable than existing cognitive systems, which are often limited to a narrow domain. That could allow for more use cases to be developed from the same system. Posted May 01, 2018

This KMWorld webinar explores the possibilities of intelligent search Posted April 30, 2018

Knowledge management, at its essence, collects, catalogs, and curates data in order to make it usable to an organization. Today's knowledge workers expect more. They expect both raw data and analytics—scratch that—answers at their fingertips. They expect automation to eliminate repetitive tasks and streamline workflows. Some key technologies and techniques are required to implement these advanced capabilities including effective search, scalable storage, and powerful AI. Posted April 27, 2018

Recently, we spoke with a head of customer service at a US-based manufacturing company. He relayed how he periodically reviews recordings of support calls, to understand where coaching is needed, or improvements can be made in the process. He shared how incredibly frustrated he was that in most cases, 80% of the call time is actually silence. Silence, while the agent searches for the right answer to solve the problem, and the customer waits. What shocked us was the estimated cost of that silence-thousands of dollars per day; millions of dollars per year. Imagine if that answer could be found 1 minute faster-or even 10? The savings for a team of 100 agents in 1 year could amount to over a million dollars. Posted April 27, 2018

Time flies when you're having fun. I'm pretty sure we've all heard this and can agree that it's true. Then there's the obverse. If you're not having fun, time seems to stand still. A few minutes on hold with customer service appears, subjectively, to take hours. Posted April 27, 2018

A recent KMWorld webcast looked at the smart collaboration tools and policies that can help make organizations more successful by enhancing knowledge sharing, fostering teamwork, and connecting people with information Posted April 26, 2018

New release enables business users to find, understand, enrich, and share data, and to prepare for sustainable GDPR compliance Posted April 26, 2018

Strategic partnership around SmartCloud Connect powered by Invisible.io eases document lifecycle management through Outlook and Gmail Posted April 25, 2018

Yext's spring '18 product release includes new capabilities for Yext's Conversational UI, competitive intelligence, and reviews Posted April 25, 2018

AccuAccount is designed specifically to support the management of commercial loan portfolios and credit files Posted April 19, 2018

Combining machine reasoning with Melissa's data quality tools and services provides greater interoperability among complex data integrations Posted April 17, 2018

Project Pulse supports project owners, making it easier to control and see the flow of information Posted April 17, 2018

PIM Lite enables suppliers with tools to better manage product data Posted April 13, 2018

New Oracle CX Cloud blends artificial intelligence, advanced data analytics, innovative search, voice, and video Posted April 11, 2018

New data architecture, AI, and machine learning capabilities help companies drive customer outcomes at scale Posted April 11, 2018

TCN Speech Analytics, powered by CallMiner, will help uncover insights to improve contact center agent performance and customer experience Posted April 10, 2018

Combines data in one platform for 360-degree visibility to improve campaign forecasting, evaluation, and measurement Posted April 10, 2018

Regulations for GDPR compliance go into effect in May 2018 Posted April 10, 2018

Underwriting Insights and Claims Insights aim to enhance customer experience and satisfaction Posted April 06, 2018

Data Summit will take place May 22-23, at the Hyatt Regency Boston, and the Cognitive Computing Summit will be co-located at the event Posted March 30, 2018

Calabrio ONE helps pinpoint customer trends Posted March 29, 2018

Adobe Cloud Platform includes a new unified customer profile, Adobe Sensei services, and (GDPR) readiness Posted March 27, 2018

Enhancements provide tools to detect and prevent customer churn Posted March 20, 2018

Insights allows businesses to tap into artificial intelligence for customer insights Posted March 20, 2018

Adds data catalog feature to enable data governance, enhance data management and achieve compliance for data-driven enterprises Posted March 19, 2018

Adds deep search insights capabilities and strengthens Algolia's new query analytics and click tracking solutions Posted March 14, 2018

StreamSets Data Protector centralizes data protection policies between all inbound pipelines Posted March 13, 2018

The ASG Enterprise Data Intelligence solution enables organizations to identify, manage, and govern personal data Posted March 12, 2018

AIMCo will have access to solutions for risk management, portfolio analytics and investment research, as well as client service. Posted March 12, 2018

The combined solution will allow users to automate and structure planning and analysis processes Posted March 09, 2018

New improvements turn internal and external unstructured data from all omni-channel sources into meaningful sales and customer service insights Posted March 08, 2018
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