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Dassault Systèmes Introduces EXALEAD OneCall for Astute Customer Interactions
There is certainly no dearth of software packages for multichannel customer service and helpdesk. Think of Oracle’s vast offering (based on the acquisitions of

rightnow con  acquisitions of Siebel , RightNow , InQuira , and Endeca ), salesforce.com ’s Service Cloud , Pegasystems , KANA Software , Moxie Software , etc. As consumers become ever more informed about the purchasing options available to them, the volume and complexity of questions are increasing. These questions can also come from multiple channels, and the data to help answer them can be found via many different systems and technologies. This makes it increasingly difficult for frontline agents to effectively Read More

Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » rightnow con


Compunet
Compunet es uno de los principales líderes en Latino América en ofrecer soluciones completas alrededor del ambiente SAP y unos de los más importantes partners a

rightnow con  Compunet es uno de los principales líderes en Latino América en ofrecer soluciones completas alrededor del ambiente SAP y unos de los más importantes partners a nivel global en ofrecer iniciativas de innovación y en la construcción de verticales de industria con certificaciones SAP. Read More
NetSuite Had a Sweet IPO. Now What?
The end of 2007, at least in the space that I cover, has certainly been

rightnow con  evaluate this product ], RightNow (and even Microsoft Dynamics CRM Live [ evaluate this product ]) have a fundamental flaw , which once also plagued (and fatally wounded) former Siebel (now part of Oracle [ evaluate this product ]). Namely, these are all point Customer Relationship Management (CRM) solutions without an organic transactional system of record (e.g., an accounting back-office system). In other words, they tend to focus on managing sales contacts, pipeline, forecasts, etc., rater than on Read More
Credit (or Blame) KANA Express for Your Next Flower Delivery
It should be every company’s job to make it easy for customers to act on their needs and desires wherever they wish to engage with the company—in a retail store

rightnow con  over eGain and Oracle RightNow , was one of dozens of the product’s recent wins. After a four-week long implementation, the retailer's customer service agents use a KANA system to capture, access, and share knowledge that improves customer interactions and accelerates customer support resolutions. KANA Express helps 1-800-FLOWERS.COM manage service across traditional and digital channels, and quickly add more agents during peak gift seasons. Placing customer profiles on agent desktops alongside details Read More
CRM and BPM: “We Goes Together Like Peas and Carrots”
In 2009, I attended two Gartner Summit events: the Gartner Business Process Management (BPM) Summit in March in San Diego; and Gartner Customer Relationship

rightnow con  , SAP C RM, RightNow , Portrait Software ,  CDC Software ’s Pivotal CRM , and eglue InterAct  are all emerging with BPM attributes (in addition to the aforementioned Consona CM ). It will be interesting to see  whether IBM will attempt to tackle the CRM space with its arsenal of BPM technologies, including the recently acquired Lombardi Software . For their part, traditional machine-centric BPM vendors distinguish themselves with process execution engines, business event managers, and approach Read More
Estudio de caso: Polymita integra sus soluciones ECM y BPM
Euromadi, una central de compras y servicios y miembro de la Central Europea EMD, buscaba automatizar sus procesos de negocio para aumentar su eficacia

rightnow con  de caso: Polymita integra sus soluciones ECM y BPM Euromadi, una central de compras y servicios y miembro de la Central Europea EMD, buscaba automatizar sus procesos de negocio para aumentar su eficacia, específicamente con proveedores de diferentes partes del mundo, y gestionar las relaciones entre más de 220 empresas asociadas. Para abordar las cuestiones, Polymita sugirió una plataforma integrada de BPM y ECM basada en sus productos. Read More
Great Plains Taps The Web To Deliver Product Support
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of

rightnow con  given close consideration were RightNow Technologies, Support.com, and products from Siebel Systems. Early data collected by Great Plains indicates the new system is reducing costs and increasing the operational efficiency of its call center. The company recorded a reduction in cost per fulfilled service request from $32 to approximately $25, on average. Use of eSupport has grown significantly over the past twelve months. In October of 1999, 4% of all service requests were initiated via eSupport compared Read More
Moxie Software-Promoting Social and Multichannel Customer Service
Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer

rightnow con  and Oracle CX (formerly RightNow , InQuira , Siebel , etc.) on the one side, and with Jive on the social collaboration side. The company recently delivered the Chat Engage+ product, which should help companies better engage and advertise with Facebook users via Facebook’s social graph (see here ). What Does Moxie Do Really Well?   Moxie does a great job of enabling better customer experiences in high-volume, complex B2C environments. Moxie powers the largest chat deployment in the world at Dell; other Read More
Deltek's Second Bite at the IPO Cherry (Part IV)
Part III of this blog series analyzed the relatively recently launched Deltek Vision 5 [evaluate this product] and Deltek Costpoint 6 [evaluate this product

rightnow con  as Salesforce.com, ADP and RightNow compete only in Deltek’s peripheral customer relationship management (CRM) and HR businesses, and pose little threat to the company’s core project management and financial application businesses today. Still, there is a risk that they gain traction in the enterprise applications market over time, as on-demand ERP offerings evolve , and on demand adoption increases. SAP Business ByDesign , Oracle CRM On-Demand and Microsoft Dynamics CRM On-Demand are some Read More
Has KANA Gotten Its Mojo Back? - Part 2
Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service

rightnow con  niche segments, such as RightNow, eGain Communications, Genesys Telecommunications Laboratories, Jacada WorkSpace, InQuira, Amdocs, Consona CRM , etc. We win because of our strong focus and successful track record in customer service and unique SEM platform. We lose to other vendors if customer service is not very strategic to the prospect, i.e., basically they treat it only as a cost center. PJ : What is the breadwinning product and door opener for KANA? What else is selling well? VN : Traditionally, Read More
Beyond Boundaries: A New Role for Finance in Driving Business Collaboration
The current global economic instability means firms have to quickly adapt to business conditions. This uncertainty may increase companies’ reliance on business

rightnow con  collaboration platform,critical thinking,design thinking,problem solving,facilitation,collaborative software,collaborative innovation network,cooperation,collaborative project management Read More
The Lesser-Known (Social) Facts about Microsoft Dynamics CRM
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM market? TEC

rightnow con  management (KM) capabilities. Again, RightNow (soon to be part of Oracle ), salesforce.com’s Service Cloud 3 , KANA Software (see post ), Consona CRM (see post ), and Oracle (with Siebel CRM and the recent acquisition of InQuira ) typically come to mind as leaders in that space. Native marketing effectiveness capabilities are also notable. In late October 2011, Microsoft announced the general availability of the Microsoft Dynamics CRM November 2011 Service Update. This release delivers new integrated Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

rightnow con  customer care. Source : RightNow Technologies Resources Related to Customer Focused Self-service: Building the Balanced Business Case : Self Service (Wikipedia) Business Case (Wikipedia) Customer Focused Self-service: Building the Balanced Business Case Balanced Business is also known as : Balanced Business Systems , Balanced Business Program , Balanced Business Accounting , Balanced Business Scorecard , Balanced Business Services , Balanced Business Advisors , Balanced Insight Business , Business Read More
Has KANA Gotten Its Mojo Back? - Part 1
In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service

rightnow con  Service Cloud 3, inQuira, RightNow, Microsoft Dynamics CRM Customer Care Framework (CCF) , and so on and so forth. But achieving consistently excellent customer service and satisfaction is not easy by any stretch of imagination. Research shows that over the last 15 years  customer satisfaction  has dropped by over 20 points (true, we as customers are becoming more fastidious, but that is our right, isn’t it?) while the cost per interaction has more than doubled, in great part due to agents’ errors Read More
CASO DE VENTA
Vission XXI, S.A. de C.V. fue creada en el año de 1991 con el objetivo de ser la empresa líder nacional en venta y renta de soluciones con equipo audiovisual y

rightnow con  DE VENTA Vission XXI, S.A. de C.V. fue creada en el año de 1991 con el objetivo de ser la empresa líder nacional en venta y renta de soluciones con equipo audiovisual y de servicio. Es representante en México de los principales fabricantes de equipo audiovisual. La dirección de Grupo Vission requiere monitorear las variables críticas de operación y realinear todos sus procesos en base a mejores prácticas y sus prioridades de negocio, a la vez, necesita integrar todos sus procesos para mejorar Read More

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