Products

Cloud contact center provider inContact has released the first of what will be three major upgrades to its flagship product this year. New features in the release touch upon many areas, from agent scripting to a Web-connect module, new unified agent desktop tools and an expanded blended dialer. Most...

Oracle President Mark Hurd delivered a speech before Oracle OpenWorld Tokyo that emphasized the rapid buildup in analytical functionality the company has made in recent months. He touched upon previous developments, such as the Big Data Appliance announced at the start of the year, as well recent ne...

Gmail sales productivity application Yesware does not align with any particular CRM vendor or industry or even sales methodology. That possibly accounts for its wide- ranging and especially large user base, said founder and CEO Matthew Bellows. In six months, Yesware has picked up 20,000 business us...

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 will help customers manage data from their business phone system and othe...

Avaya is formalizing an outsourcing service it has been offering select clients for the past year. The service, Avaya Communications Outsourcing Solutions, manages all of a company's communications operations, regardless of age, location or vendor. It is part of the company's portfolio of Managed Se...

The Columbus Blue Jackets are a team in the National Hockey League, which means their revenue stream thrives -- or dies -- on how well they can sell tickets. The team has an extensive and sophisticated sales operation that fields nearly 300 calls per day. However, the team wanted tech support for it...

A friend of mine bought a car that is, to be honest, a lot more than he really needs. It has all the bells and whistles, wrapped in a lovely paint job and a plush leather interior. Yet every time I ride in it, I discover something that he's overlooked. Yes, Randy -- this would be where you plug in y...

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. The system delivers targeted customer, prospect and industry intelligence directly...

When Microsoft's next service update to Microsoft Dynamics CRM is released in Q2 2012, users who rely on its business intelligence functionality will be in for a pleasant surprise. Microsoft has ratcheted up the BI functionality significantly, providing more options on how to view, present and inter...

Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one ...

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. F...

Three years ago, the University of the Sciences in Philadelphia was at a crossroads with its constituent relationship management system. The system it was using at the time, based on Unidata, was decades old, said Necie Steward, director of advancement services for USciences. The provider was planni...

If you are a Boston Red Sox fan who splurges on luxury seats, don't be surprised if the organization suddenly seems much more familiar with your tastes and preferences. Last year, toward the end of the season, the team deployed parts of Green Beacon Solutions' Sports CRM app, which is based on Micro...

Microsoft has taken the wraps off of its forthcoming service update to Microsoft Dynamics CRM, which will be released in Q2 2012. The service update will build on Microsoft's rollouts last year in such areas as social CRM and mobile. "We are on the path to deliver a significant new set of capabiliti...

TeleTech has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, and Yesmail has announced the release of its "Look Book" in celebration of its recent awards for mobile-scalable email design. Meanwhile, West Interactive has rele...