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CRM
June 1, 2005 |
The Pulse: Which Best Describes Your Agent Pool? A reader poll depicting where their agents come from: Completely outsourced... Completely offshore... A mix of in-house and outsourced... etc.   |
CRM
April 16, 2013
Kelly Liyakasa |
KANA Software Goes After "Transformational" Enterprise Deployments KANA Enterprise software is tailored for an omnichannel customer experience. |
InternetNews
January 5, 2004
Susan Kuchinskas |
KANA Customers Connected at the Hipbone The CRM specialist's acquisition lets call center reps help customers via live chat and co-browsing. |
CRM
July 10, 2012 |
KANA Software Acquires Ciboodle The deal brings together two customer service solution providers. |
InternetNews
March 17, 2008
Rob Lenihan |
KANA Embeds IBM Open Technology IBM and CRM vendor KANA Software are expanding their strategic alliance agreement by jointly marketing, selling and supporting SOA-based customer service solutions, the companies said Monday. |
CIO
May 1, 2003
Meridith Levinson |
Walk the Alignment Tightrope CIOs need a light touch to set business managers' expectations about IT projects -- and still appear helpful. |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
Fast Company
May 2000
Rekha Balu |
Fast Fixes, Loyal Customers My Smartest Mistake: Mark Gainey, president, Kana Communications. |
CRM
October 1, 2003
Martin Schneider |
News in Brief Research firm Datamonitor recently ranked the top-five enterprise application integration vendors, also known as EAI vendors, in the European market. TIBCO took first place, with a 51 percent market share. |
CRM
March 2015
David Myron |
Small Customer Service Vendors Can Make Big Contributions A best-of-breed solution from a small company doesn't have to be such a risky proposition after all. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Self-Service While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin. |
CRM
January 6, 2014
Maria Minsker |
Verint to Acquire Kana Software for $514M The deal expands Verint's cross-selling opportunities within the customer service market. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree. |
CRM
January 2015
Leonard Klie |
Buffalo Builds Resident Trust with CRM Kana Software's Lagan Enterprise system revitalizes city services. |
CRM
March 2015 |
The 2015 CRM Service Leaders: Customer Case Management Customer case management remained "core to support operations" in 2014, according to John Ragsdale, president of technology and research for the Technology Services Industry Association |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
May 1, 2007
Jessica Sebor |
Gaining Altitude JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner. |
CRM
November 1, 2006
Colin Beasty |
Business Problem: Poor e-mail Response Times Lead to Increased Numbers of Phone Calls to the Contact Center Tech Solution: e-mail management tools. KANA Response... Kintera CRM... Talisma Email... |
