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Customer Relationship Management

Verint Real-Time Speech Analytics rules engine can identify the presence or absence of words and phrases, as well as the sentiment expressed Posted August 24, 2016

With Deep Learning technology at the core of its speech engine, Dragon solutions provide improved speech recognition Posted August 16, 2016

New reporting component takes verbatim comments and creates sentiment analysis Posted August 15, 2016

"Macy's On Call" answers store navigation details provided by department, brand and product category, and offers insight into the in-store services available at each test location. Posted August 04, 2016

Acquisition will enable business productivity and collaboration software vendor Quip to expand more quickly Posted August 02, 2016

Apollo's image management capabilities, now part of ChartMaxx enterprise content management, help healthcare organizations capture, manage and access information and content Posted August 02, 2016

Lexalytics' SaaS text and sentiment analytics platform on Azure expands the options available to enterprise customers. Posted August 02, 2016

Summer 2016 release offers capabilities for quality and efficiency in RFP and content management Posted July 29, 2016

Acquisition adds digital customer engagement solutions and enhances AI capabilities Posted July 22, 2016

Program allows users to access and index documents in IntelliChief from the screens of ERP and line-of-business apps Posted July 18, 2016

Organizations will be able to view transcripts of customer interactions alongside the rest of their information Posted July 14, 2016

RightAnswers Community aims to help organizations provide a better brand experience and resolve customer service issues faster Posted July 08, 2016

K2's Appit update introduces SmartStarters, provides deeper DocuSign integration, and highlights a new REST broker with Swagger compatibility Posted July 06, 2016

MaritzCX leverages predictive modeling to help businesses proactively boost customer experience and increase customer retention Posted July 01, 2016

Customer intelligence platform improves support for large teams while introducing a new set of text analytics tools Posted June 30, 2016

iSIGN's electronic signature solution integrates with Majesco solutions for insurers Posted June 29, 2016

Client-side data capture feature for consumers and corporate users speeds up payment and onboarding processes Posted June 27, 2016

Acquisition of HP Exstream, HP Output Management, HP TeleForm, and HP LiquidOffice expands OpenText's CCM portfolio Posted June 23, 2016

Companies will enter new markets and channels and expand their existing product technology relationship Posted June 20, 2016

Springboard is aimed at helping enterprise customers sort through their corporate information Posted June 15, 2016

Partnership aims to make customers' digital experiences more relevant Posted June 14, 2016

Incorporating document workflow solutions can help fuel greater efficiency for hospitals and health systems Posted June 08, 2016

The company's entire portfolio, including customer analytics, engagement management, and workforce optimization solutions, are now available in the cloud Posted June 06, 2016

Automation software addresses pain points in manufacturing, retail banking, and higher education and helps organizations to share content across multiple channels Posted May 25, 2016

New communications compliance, archiving, and analytics solution Posted May 24, 2016

In addition to speeding customer resolution, the solution from Appian also has reduced average call times in the United Matbouli Group call center from five minutes to three minutes... Posted May 16, 2016

New program seeks to address growing demand for customer experience software Posted May 11, 2016

The Verint Enterprise Feedback Management solution enables users to embed surveys directly into existing mobile applications and IoT devices Posted May 10, 2016

Cognitive search and analytics provide deep insights in data and user behavior through machine learning Posted May 06, 2016

IntelliChief Analytics provides users with interactive visualizations to make it easier to report and analyze active documents Posted May 03, 2016

Good self-service options can provide your organization and customers with significant benefits. Online consumers can get answers and acquire the services they need quickly and directly, while your organization can be responsive and efficient in assisting them when they need it. Since online self-service is a fraction of the cost of assisted channels, it is by far the least expensive. Done well, it can help ease customer effort, reduce operating costs, and even differentiate your business through superior service delivery… Posted April 28, 2016

We live in an increasingly self-service world. From pumping our own gas to making our own travel arrangements, our expectations of service have changed. We increasingly accept the concept of customer service without an intermediary. We choose our own products without anyone standing between us and what we want to buy. We don't need a sales clerk to take a product from a shelf and show it to us. We expect to be able to touch the merchandise. We can do it ourselves. We want to do it ourselves… Posted April 28, 2016

New capabilities help businesses predict customer loyalty and glean social media insights for better outcomes Posted April 27, 2016

Cloud-based site search delivers the best information to site visitors Posted April 27, 2016

Document Cloud storage integrations with Box and Microsoft OneDrive make it easier to access and work on PDF files Posted April 26, 2016

Provides Verint customers with a reliable solution for archiving media and metadata Posted April 25, 2016

Intuitive digital marketing hub brings together all available information, including online interactions and offline behavior Posted April 21, 2016

The partnership allows both companies to offer users a solution for managing and accessing data Posted April 20, 2016

Magnitude ONE offers a more accurate and consistent way to gain insights from customer data Posted April 08, 2016

Experts form consortium to drive and promote innovations in cognitive computing, artificial intelligence (AI), and machine intelligence Posted April 06, 2016

Kofax TotalAgility 7.3 offers improved customer engagement, increases competitiveness, and streamlines operations Posted April 05, 2016

ID Double Check service aims to improve remote identity verification in the EU and U.S. Posted April 05, 2016

Single Customer View software links customer knowledge across systems of records, interactions, and big data Posted March 31, 2016

Machine learning technology evaluates customer comments to quickly uncover hidden trends and topics Posted March 18, 2016

New release simplifies the process of accessing Oracle E-Business Suite data for strategic reporting Posted March 18, 2016

The acquisition of Content Analyst Company LLC will help kCura to meet the changing needs of the e-discovery industry Posted March 17, 2016

New solution profiles a firm's knowledge, experience and relationships Posted March 15, 2016

New DocAve Governance Automation release enhances lifecycle operations Posted March 08, 2016

As knowledge management evolves, so does our list of 100 Companies That Matter in KM. Posted March 01, 2016

Acquisition of Contact Solutions adds real-time, contextual self-service software Posted February 22, 2016
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