SAVE THE DATE! KMWORLD 2019 in Washington DC NOVEMBER 5 - 7, 2019

 

Customer Relationship Management

Buyers' Guide

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

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
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