Customer Relationship Management (CRM)

Zendesk Gains Some Machine Learning from Wise.io

wise

Eric Blattberg of VentureBeat reports, “Zendesk, Wall Street’s latest technology darling, has soaked up some machine learning smarts courtesy of the nerds at Wise.io. Zendesk, the newly public help-desk company, now integrates with Wise.io, the latter’s chief technology officer Joshua Bloom announced on-stage at VentureBeat’s DataBeat conference today. Wise.io is a machine-learning technology that helps businesses identify important events in their data. Equipped with Wise.io’s artificial intelligence tech, Zendesk customers will be able to focus their human resources on the problems that really require human support reps, automating as much of the other stuff as possible.” Read more

Vertical Search Works Unveils FeaturePlay, New Content Discovery Platform

VSW

NEW YORK–(BUSINESS WIRE)–Top search technology company Vertical Search Works (VSW) today announced the launch of FeaturePlay, a brand new content discovery platform powered by VSW’s proprietary semantic search technology, which recommends articles, photos, and videos related to users’ interests. The FeaturePlay widget embeds into a publisher’s website and uses semantic technology to showcase the most relevant content, saving visitors from having to explicitly search for it. Whether users’ interests lay in pop culture, sports, travel, food, health, or interior design, FeaturePlay helps to establish greater value for consumers, which results in more revenue for publishers. Read more

Gain Sentiment And Contact Insights With SAP’s Social Contact Intelligence Analytic App

SAP AG last week released its SAP Social Contact Intelligence analytic application that’s aimed at helping businesses unlock sentiment and contact insights from both social media channels and internal, company-owned sources. The new solution is powered by HANA, the company’s in-memory platform for accelerating analytics and applications.

According to SAP, Social Contact Intelligence lets marketing professionals incorporate social sentiment insights directly into their campaigns to more easily identify and target prospects and influencers and help drive incremental sales. The vendor also says that  sales pros can use it to gain deeper insights into customers in order to quickly identify the most influential and relevant contacts at an account. Service professionals, it says, can analyze product and service complaints from social channels to proactively identify trouble spots and take preventive measures.

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Data Integration is Key for Improving Customer Experience

One of the more prominent application areas for semantic technology, particularly in the ever-evolving world of Big Data, is data integration. Randy Heffner of Computer World UK recently published an article that discusses how effective data integration improves digital customer experiences and the role semantic analysis plays in that process. The article states, “Today, continual experience optimisation is… difficult because of: (1) Multiple interaction channels. You must collect, correlate, and analyze data in a coherent way across multiple channels of customer interaction. A single customer interaction may cross between channels or even use more than one channel at the same time. (2) Many back end servers. You must integrate data from multiple back end servers including recommendation engines, commerce, mobile application servers, digital asset management, community, collaboration, messaging, and more. (3) The need for rapid change. You must quickly change any or all of your digital experiences and back end services based on what you’ve learned. (4) The need for contextual experiences. You must use each individual customer’s context to dynamically adjust experiences in real-time.” Read more

IntelliResponse Launches VOICES, Bringing Breakthrough VOC Technology to Digital Customer Service

TORONTO–(Marketwired – Jun 25, 2013) – IntelliResponse, the leading provider of virtual agent technology solutions for the enterprise, today announced the launch of VOICES, the first and only Voice of the Customer technology designed to help enterprises visualize and derive actionable insight from customer questions posed on digital channels. This breakthrough tool captures and automates authentic “Voice of the Customer” data from client interactions across web, mobile, agent and social channels and transforms it into a collection of easy-to-digest customer insights. These insights can be accessed in real-time to enable faster, more informed decision-making and communication with customers. Read more

Return on Intelligence Merges with Exigen Services to Provide End-To-End Core Systems Transformation Solutions

Philadelphia, PA (PRWEB) June 24, 2013 – Return on Intelligence, Inc., an IT management consulting firm with deep experience leveraging knowledge and technology to help clients plan and execute core systems transformations, announced its merger with Exigen Services, a global IT services company specializing in enterprise technology solutions, commercial software development and application outsourcing. Read more

EchoStar Debuts Dynamic-Intelligence-Powered Self-Care Platform

Today, technology users are faced with an unrelenting proliferation of smart phones, computers and tablets in their homes. The Symbi software-as-a-service product suite enables True Tier Zero™ problem resolution, service provisioning and live customer/agent interactions for today’s technology-dense households.

This evolutionary solution leverages EchoStar’s patented Semantic Knowledge Management System™ (SKMS), a dynamic intelligence engine that delivers guided content that is filtered and prioritized based on the end user’s actual technology environment.

Symbi is not just for consumers. Customer service professionals can utilize its intelligent incident management platform. Symbi provides a one-point solution where agents can manage each aspect of customer service and technical support.

With Symbi, consumers and call center professionals have a solution that:

  • Proactively speeds diagnosis and resolution of common set-up, service delivery and technical support incidents
  • Continuously monitors Internet connectivity and offers guided content to assist with device set-up, usage and performance maintenance
  • Provides service center call deflection and helps to reduce truck rolls

Providers utilizing Symbi will be able to deliver superior customer service extending the consumer lifecycle while achieving operational savings. Symbi also enables service – provisioning and creates new revenue channels through an on-board ecommerce portal.

Symbi is the latest innovation from EchoStar, known globally for its award-winning consumer products and services. These include the popular Hopper® whole-home DVR; the Slingbox® content place-shifting device and HughesNet®, the leading high-speed satellite-delivered Internet service in North America.

About EchoStar

EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite operations and video delivery solutions. EchoStar’s wholly-owned subsidiary, Hughes, is the world’s leading provider of satellite broadband services, delivering network technologies and managed services for enterprise and government customers in more than 100 countries.

EchoStar’s consumer solutions include HughesNet®, North America’s #1 high-speed satellite Internet service, Sling Media’s Slingbox® products, and EchoStar’s line of set-top box products for the free-to-air satellite and terrestrial markets. For more information, please visit www.EchoStar.com.

Release: CallCentreClinic

Image: Courtesy EchoStar

New Topsy Engagement Features Turn Social Insights into Business Impact with One Click

SAN FRANCISCO, CA–(Marketwired – May 7, 2013) - Topsy, the real-time social analytics company, today announced that users can now act immediately on insights they uncover in their analysis by engaging directly with their audience through Topsy Pro.

Topsy Pro already gives users the best way to spot trends, track sentiment, and identify key influencers relevant to their business; Topsy’s new functionality allows users to also reply, retweet or favorite key Tweets surfaced in an analysis. Topsy Pro customers can use these features to react in seconds to emerging PR crises, find and promote the most viral content, identify and engage with local customers and generally be one click away from taking action the minute they see an opportunity. Read more

IBM Launches New Customer Experience Practice

Joab Jackson of Network World reports, “IBM has started a new practice to help organizations interact more effectively with their customers through the use of social media and other emerging technologies. ‘Today, businesses have a completely different way of engaging customers,’ said Mahmoud Naghshineh, IBM vice president of services research, noting that social media and mobile technologies have provided organizations new forms of feedback from their customers. ‘There are all these new ways of reaching out to people [but] you need to know when the right time is to engage.’ The IBM Customer Experience Lab will provide clients with access to both IBM researchers and IBM business analysis consultants, who will generate new ways for clients to communicate with customers and employees.” Read more

Take Your Place At The Table For Building Intelligent Virtual Assistants

Want to participate in building a world of intelligent personal assistants? The opportunity awaits at SparkingTogether, where researchers, programmers, and companies can contribute features, behavior and knowledge to an online platform, dubbed FIONA, for creating next-gen virtual avatars. FIONA stands for Framework for Interactive Services Over Natural-conversational Agents.   

“People sparking together” is how Patricia Lopez, marketing manager at Adele Robots, the robotics startup behind the platform, describes the system. Contributors create code or design that gets wrapped in the FIONA API so that it can be converted into a Spark – which is an application that can become part of the avatar, whether that be its voice, language or a function (NLP, text-to-speech, computer vision, or 3D design, for instance). The company will host a Sparkstore where developers can sell, or freely share, their Sparks with the world, and those interested in using avatars can then combine different Sparks together in the Sparklink environment. Sparkrender is a capability it’s developed for users to post their avatars – which run on Adele Robots’ servers in the cloud – on their websites or mobile apps.

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