Email Alerts
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Microsoft extends into online service with Colloquis buy
Microsoft has purchased Colloquis, a provider of natural language search and online service technology. It will augment Windows Live Service Agents. Article | 12 Oct 2006
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SAP to add enterprise search with Project Argo
The beta release of Argo, SAP's enterprise search capabilities in NetWeaver will be extended to various search channels, including desktop widgets, browsers and mobile devices. Article | 01 Jun 2006
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CompUSA turns product reviews into customer insight
Using a hosted application, the computer retailer is using reviews to increase loyalty and improve its site. Article | 06 Feb 2006
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Honda revs up its survey strategy
With one centralized system for leveraging customer feedback Honda is aligning sales, marketing and human resources behind customer feedback. Article | 30 Nov 2005
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IBM finds match in search company
With its purchase of iPhrase, IBM is rapidly rounding out its unstructured information technology portfolio. Article | 01 Nov 2005
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Creative Labs caters to customers
The digital entertainment provider turned to email and online support to increase efficiencies in its contact centers. Article | 07 Sep 2005
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Chrysler gives self-service a tune-up
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support. Article | 12 Jul 2005
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BellSouth calls up new search tool
After BellSouth's recent extreme "search makeover," it's now easier to find both online self-service and happy customers. Article | 30 Jun 2005
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Click here, I'll call you right back
An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone. Article | 29 Jun 2005
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Self-service stakes revenue claim
While self-service technology offers obvious cost savings, its role as a revenue generator is often overlooked. Article | 02 Jun 2005