Articles by Denise J. Deveau

Social Dynamx has just launched a new enterprise-class social customer care (social CRM) platform that will allow customer support and community management teams to identify, prioritize and handle millions of one-on-one customer social media conversations daily As a subscription-based platform, it is designed to quickly identify relevant conversati...

M5 Networks has partnered with InsightSquared to create a solution that will allow customers to manage data generated from M5, along with data from other systems, in InsightSquared's business intelligence product. The solution, which will be made available in Q2 of 2012, will help customers...

FirstRain, an analytics software company that provides personalized, real-time customer intelligence to sales and marketing professionals, has announced the launch of the first Enterprise Customer Intelligence System. ...

Nimble has introduced a new Software as a Service social CRM platform designed to enable social engagement. Nimble 2.0 empowers companies to get closer to their customers through listening and engagement, helping them turn their social communities into customers for life, according to the company. Features include social discovery, improved usability and marketing integration...

TeleTech, a provider of business processing outsourcing solutions, has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011. TeleTech's integrated product road map combines a data-driven strategy, technology and associated resources to help customers drive revenue growth, increa...

CSC and Infovisionix announced a new agreement at the Retail's BIG Show 2012 in New York City. Under the agreement, Infovisionix's suite of retail reporting and analysis tools will be incorporated in CSC's Retail Enterprise Intelligence (CREI) offering. The new capabilities will help retailers understand and improve key operational and customer pe...

Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predictive analytics solution. With Predixion Insight 2....

Half of U.S. companies plan to invest more on IT resources in 2012 than in 2011, according to Nucleus Research. In fact, 10 percent of the companies surveyed were planning an increase of 10 percent or greater; only one out of 10 planned to decrease spending next year. "Our survey shows that companies view technology investments as a means to drive...

Customer interaction analytics specialist Nexidia has announced a new integration partnership with Teleopti, a provider of strategic workforce management (WFM) solutions. The aim of the partnership is to enhance agent performance management by linking Nexidia's performance measuring applications with Teleopti's skills-based contact center agent forecasting and scheduling.

At the biggest Salesforce.com event to date, Dreamforce '11, vendors had ample opportunities to strut their stuff. In fact, more than 46,000 people -- many of them very socially engaged -- registered this year. "In less than a decade, Dreamforce has become the largest conference in the enterprise software industry," Fergus Griffin, vice president ...

Salesforce.com has been front and center the past couple of weeks, revving up for its Dreamforce '11 cloud computing industry event, running Aug. 30 to Sept. 2 at the Moscone Center in San Francisco. Dreamforce is expected to draw more than 40,000 registered attendees and showcase 1,000 solutions from 300 Salesforce.com cloud computing partners.

Recent announcements in the CRM space have been all about crossing bridges to streamline customer contact functions and making customer service representatives' lives easier and more productive. And all it's taking is a click of the mouse LiveChat, a developer of real-time software and Web analytics tools for e-commerce sales and support teams, has...

Avaya is delivering multimedia capabilities to the front line with its Tuesday announcement of two new contact center products designed to bring agent-assisted and automated customer service up to speed with the social networking world. ...

In today's world of cloud-based services and legislative forces that are upping noncompliance penalties with each passing day, the application of email encryption as a strategic tool is back on the front burner. Email encryption is nothing new, of course. Yet outside of the usual circles -- finance, healthcare, government -- widespread adoption of...

At this year's CA World 2010 event in Las Vegas, the company unveiled its cloud management road map, along with a working plan for a family of new solutions that will form its CA Cloud-Connected Management Suite in the months to come. That's not the only change that CA Technologies brought to the agenda. With a new CEO on board, aggressive acquis...

At this year's CA World 2010 event in Las Vegas, the company unveiled its cloud management road map, along with a working plan for a family of new solutions that will form its CA Cloud-Connected Management Suite in the months to come. That's not the only change that CA Technologies brought to the agenda. With a new CEO on board, aggressive acquis...

At this year's CA World 2010 event in Las Vegas, the company unveiled its cloud management road map, along with a working plan for a family of new solutions that will form its CA Cloud-Connected Management Suite in the months to come. That's not the only change that CA Technologies brought to the agenda. With a new CEO on board, aggressive acquis...

Cloud computing and SaaS are on the rise in a big way, but for some companies, there's an issue that is starting to come up in a lot of conversations with their service providers: the geographical location of their data. While it may not seem a big deal to some, conflicts with national privacy laws add one more agenda item you may have to consider...

As the population ages, financial institutions and other service providers will have to learn to adapt their marketing approaches to appeal to a sector that has high disposable income and substantial spending power. In some cases, they will also have physical limitations that will impede online activities, including vision loss. Besides the fact t...

With last summer's launch of its unified communications architecture -- aka "Avaya Aura" -- and the purchase of Nortel Enterprise Solutions (NES) and Nortel Government Solutions (NGS) in December, Avaya has placed itself squarely in the No. 1 spot for the global enterprise telephony and unified communications, audio conferencing, enterprise messaging and contact center/ACD (automatic call distribution) spaces.