X
Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
Get free sample report

Compare Software Solutions
Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
Compare Now
 

 rightnow con


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


Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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 nivel global en ofrecer iniciativas de innovación y en la construcción de verticales de industria con certificaciones SAP.

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 "the most wonderful time of the year" for one vendor - NetSuite. True, prior to that, Deltek had a decent initial public offering (IPO) , and possibly even more important, a stellar Q3 2007 quarterly report thereafter. However, on December 20, 2007 NetSuite Inc., a vendor of on-demand, integrated business management

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, online, on their mobile device, or within their social networks. The challenge for every customer care organization is to provide reliable and memorable experiences across every service channel—consistency is critical in delivering great

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 Management (CRM) Summit in September in Scottsdale. I not only saw a number of same vendors at both events, but both events also had many similar themes, such as customer service, workflow automation, business processes

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
Polymita Technologies

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, 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.

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 service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.

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” can be heard—it gives organizations the ability to respond quickly and effectively to build customer loyalty and satisfaction by connecting customers with the right people in organizations at the right time. As part of the push to focus on

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] suites. It also tackled the related potential opportunities for Deltek. For one, key up- and cross-sell opportunities should come from: Additional modules, especially from the newly minted Deltek EPM [evaluate this product] suite: The

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 excellence. The article then introduced KANA Software, a provider of Service Experience Management (SEM) solutions. Although KANA has focused on enabling superior customer service for its enterprise clients since being

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 alliances to provide as-needed skills, services, and products. To optimize these alliances, finance should enter the discussion as early as possible. Find out where finance’s true value lies when realigning strategic objectives to include business collaboration.

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 principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s lesser-known facts, including new social collaboration and customer service capabilities, meet customers’ changing needs and sustain the product’s stronghold of the CRM market.

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 organizations, just the cost savings make the investment in self-service worthwhile. But the self-service business case isn’t built on cost savings alone. There’s a bigger, more customer-focused picture to consider, where the customer experience plays the key role.

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 they provide. Zappos and its “Powered by Service” tagline is a crown example. Many vendors that offer customer service software solutions, especially those that bundle customer relationship management (CRM) with

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 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 sus niveles de servicio, tanto en la matriz como en sus siete sucursales. Para esto Intelisis le ayudó

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