The call center vendor world hasn’t changed terribly much in the last several years,though what they are offering has. You’ll still see Siebel Call Center in a dominant role in large enterprises carrying out the more traditional call center approaches because it remains a solid product,though cumbersome. Companies like KANA have moved from their more traditional customer service offering to something they are calling service experience management and interaction management,becoming the largest of the web self-service vendors in theprocess. Avaya and Genesys still lead the market when it comes to voice-related technology and large enterprise contact center infrastructure,and they work with a lot of the other contact center vendors to fill out their portfolio.
But it goes much further. Salesforce.com,known historically for their SFA,brought in ServiceCloud in 2009,which gave them a robust,cloud-based,on-demand customer service offering that was fully integrated with Facebook and Twitter,to do what salesforce.com does best,provide innovation in their solutions. SAP was first to the block to integrate sentiment analysis through their Business Objects Insight product and Twitter actions to be able to monitor customer conversations and then alert the appropriate parties about potential issues based on the virulence of the emotions surrounding the issue. Parature,a small player just a few years ago,used their odd vertical,the interactive gaming space,to grow to a much broader group of 750 customers by mid-2009.
In other words,customer service technology exploded in 2009 and this was just the tip of the iceberg. There were too many specialists in areas like contact center search or workforce optimization (used a lot in field service) to even begin to discuss.
But the two that stand out to me for Social CRM offerings—the ones that matter to the social customer’s business ecosystem—are Right- Now,a long-established early SaaS player in CRM,and Helpstream,a newcomer making a major play for the technology implementation of a new customer service model.
Customer Relationship Management Related Tutorials
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Customer Relationship Management Related Interview Questions
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Customer Relationship Management Related Practice Tests
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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