IBM and customer-service solution vendor Kana Software are set to take the next step in their seven-year-old strategic alliance agreement by jointly developing and marketing new SOA-based customer support products.IBM and Kana announced the Service Experience Management solution for call centers, which is intended to give businesses greater control over customers' service experience. The solution will rely on IBM's Service-Oriented Architecture (SOA) Foundation and Information on Demand capabilities as well as Kana's customer service capabilities. This is IBM?s first such CRM partnership, the companies said.
The companies said that the solution will enable businesses to share data and coordinate customer service response across multiple applications and channels including call center, Web site, e-mail, kiosk, chat, and live agent.InternetNews
InformationWeek Elite 100Our data shows these innovators using digital technology in two key areas: providing better products and cutting costs. Almost half of them expect to introduce a new IT-led product this year, and 46% are using technology to make business processes more efficient.
The UC Infrastructure TrapWorries about subpar networks tanking unified communications programs could be valid: Thirty-one percent of respondents have rolled capabilities out to less than 10% of users vs. 21% delivering UC to 76% or more. Is low uptake a result of strained infrastructures delivering poor performance?