Customer Service Management

January 17, 2020 SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.

January 07, 2020 CRM Users Are Not Happy With What AI Provides: They Want More Out of It

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

November 27, 2019 Krow Adds New Features to Improve Its Performance and Augment User Experience

Krow, a customer-centric professional services automation (PSA) solution, announced new features in its fall 2019 release, improving its customer experience and extending service delivery.

April 26, 2019 Small Enterprise SituAction: Negotiating With Oracle

Contract negotiation with major vendors is always painful. Take a strategic approach to negotiating with Oracle on database and application licensing.

April 01, 2019 Stop Thinking About Backup and Start Thinking About Data Protection

Stop thinking about backup and start thinking about data protection. Newer technologies are making it redundant.