Real-time Search Set to Revolutionize Contact Center Customer Service

New patent from NewVoiceMedia will enable customer information to be gathered from the Internet in real-time The call centre experience is set to become radically different as agents will soon be able to make use of real-time social media information as customer calls come in, following NewVoiceMedia’s recent award of a new UK patent. The [...]

TeamSupport.com Boosts Business Intelligence with Zoho Reports

Analytics Add Power to Leading SaaS-Based Help Desk & Customer Support App Dallas –TeamSupport.com (http://www.TeamSupport.com) – the popular provider of web-based customer support and help desk software solutions – today announced the addition of analytics powered by Zoho Reports. Using the collaborative tools, TeamSupport clients can easily filter, sort, view and analyze their business data. [...]

Zendesk Integrates Facebook into Help Desk Software

More than 10,000 Companies Can Now Monitor and Respond to Facebook Wall Posts From Within Their Customer Support System SAN FRANCISCO  — Zendesk, the proven cloud-based help desk software provider, today announced Zendesk for Facebook, enabling customer service teams to engage with their Facebook users from within Zendesk. This helps to ensure satisfaction even when [...]

iDashboards Launches Enterprise Edition Version 7.5

iDashboards, the global leader in business intelligence (BI) dashboard software, today announced the availability of iDashboards v7.5.  This product release redefines the dashboard experience, providing users with stunning presentation options, an expanded chart library, interface enhancements and new development features. “Organizations around the world are adopting business intelligence and taking charge of their data,” said [...]

Service Desks Tools Obstacles and Opportunities: SDI Research

SDI research sponsored by LANDesk reveals increased pressure on service desks in current economic climate London — Amidst the impact of broader economic issues and reduced IT budgets, there remains a significant opportunity for service desks to provide value to organizations through measurable results, according to recent research conducted by Service Desk Institute (SDI). In [...]

Migrating from RightNow Customer Experience Suite to Zendesk

New Offering Delivers Fast and Easy Way to Move to Zendesk from the RightNow Customer Experience Suite SAN FRANCISCO  — Zendesk, the proven cloud-based help desk software provider, today introduced its Fast Track Migration Program, a new offering that provides a quick and easy way to migrate to its help desk solution from the RightNow [...]

BMC Remedyforce Exceeds 100 Customers in 300 Days

BMC Remedyforce Service Desk Solution is the Fastest-Growing SaaS Platform, Significantly Outpacing Competitive Solutions HOUSTON — BMC Software, the leader in IT Service Management (ITSM), today announced more than 100 enterprises have adopted its cloud-based Remedyforce Service Desk solution in 300 days, making it the fastest growing SaaS-based IT management solution in the industry. Enterprises [...]

Zuora Implements Zendesk Cloud-Based Help Desk

Zuora Global Support Portal helps company streamline customer support, boosting response rate and delivering better visibility into customer issues REDWOOD CITY, Calif. and SAN FRANCISCO — Zuora, the subscription billing and commerce leader, and Zendesk, the proven cloud-based help desk software provider, today announced the launch of the Zuora Global Support Portal. The web-based support [...]

Vertical Solutions, Inc. Positioned in 2011 “Magic Quadrant for Field Service Management”

Evaluation Based on Completeness of Vision and Ability to Execute; Vertical Solutions Also Listed in “Magic Quadrant for CRM Customer Service Contact Centers” Cincinnati, OH — Vertical Solutions, Inc. (VSI) ( http://www.vertsol.com ), a developer of CRM and service management solutions, announces it has been positioned by Gartner, Inc. in the Niche Players quadrant of [...]

Defining your Service Cloud or Call Center

In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud.  That is, having that user’s relevant Facebook and Twitter stream on the agent’s window.  Along with Data.com and Dun and Bradstreet, you can have accurate data from that user. As well, Salesforce also recommends the [...]

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