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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Definition continues below.
Customer Interaction Services Reports
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Why Deliver Extraordinary Customer Service?
sponsored by Oracle Corporation
WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.
Posted: 21 Mar 2011 | Published: 21 Mar 2011

Oracle Corporation

Optimize Your Data Management for Smarter Telecommunications eBook
sponsored by IBM
EBOOK: To grow their business, telcos must overcome obstacles presented by legacy systems and thinking and simplify complex processes and infrastructure. IBM data management solutions can help telcos improve operational efficiency and find innovative ways to differentiate the customer experience.
Posted: 17 Mar 2011 | Published: 17 Mar 2011


Understanding Predictive Analytics: Your guide to the science that makes customer decisions smarter
sponsored by FICO
EGUIDE: Organizations of every size are using predictive analytics to unlock value in data and make smarter decisions about their customers. This guide tells you how predictive analytics works to improve customer decisions. It can help you see how much value this technology can add to your business – and to every customer interaction.
Posted: 03 Mar 2011 | Published: 03 Mar 2011


15-Minute Guide to Increasing Customer Loyalty: An Introduction to Enterprise Feedback Management (EFM)
sponsored by MarketTools, Inc.
WHITE PAPER: What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results.
Posted: 26 Jan 2011 | Published: 26 Jan 2011

MarketTools, Inc.

Debunking Security Concerns with Hosted Call Centers
sponsored by inContact
WHITE PAPER: This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.
Posted: 10 Jan 2011 | Published: 10 Jan 2011


Ensuring brand-building customer experiences with inContact ECHO survey software
sponsored by inContact
WHITE PAPER: This featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices.
Posted: 04 Jan 2011 | Published: 04 Jan 2011


Taking Action on Analytics: Using data for customer loyalty and retention
sponsored by Infor
EBOOK: In this E-Book, hear from analysts and experts about recent trends in customer data and learn how winning organizations are truly taking action on analytics. Find out about the challenges that many organizations face when establishing and maintaining customer data management and retention programs and how to meet those challenges head on.
Posted: 20 Dec 2010 | Published: 20 Dec 2010


Exceptional Experiences: The key to customer engagement
sponsored by IBM
BROCHURE: Frustrated customers, lower satisfaction, declining loyalty and plummeting sales are potential consequences of a poor online experience. Looking ahead, both analysts and industry leaders agree that an exceptional experience will be the key to dazzling, acquiring and retaining customers.
Posted: 15 Dec 2010 | Published: 14 Dec 2010


Using Social Media to Deepen Your Customer Relationships
sponsored by Infor
WHITE PAPER: Written for the marketing executive, this paper provides a useful framework to begin to assess how an organization can engage in social media to build deeper relationships with its customers.
Posted: 24 Nov 2010 | Published: 24 Nov 2010


Continuous Customer Dialogues
sponsored by Infor
WHITE PAPER: The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. This concept is discussed further in the rest of this whitepaper.
Posted: 24 Nov 2010 | Published: 24 Nov 2010


CRM in Financial Services: Best practices, trends and strategy for the new economy
sponsored by Pivotal CRM, a CDC Software solution
EBOOK: Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more.
Posted: 23 Nov 2010 | Published: 23 Nov 2010

Pivotal CRM, a CDC Software solution

Tales from the cloud: Leveraging data quality and enrichment web services to improve business processes
sponsored by Pitney Bowes Business Insight
PRESENTATION TRANSCRIPT: Pitney Bowes Business Insight helps corporations and agencies acquire, serve, and grow customer and citizen relationships. Our software and service create business values for customers by making it easy for them to engage with and provide services to their customers more effectively and efficiently. Read this presentation transcript to learn more.
Posted: 17 Nov 2010 | Published: 15 Nov 2010

Pitney Bowes Business Insight

Virtual + Physical = Hybrid Events:  Best Practices for Creating Compelling, Innovative Hybrid Events
sponsored by INXPO
WHITE PAPER: This whitepaper explores the growing role of virtual technologies in physical events (hybrid events) in marketing and communication, as well as identifies five best practices for maximizing their success in achieving organizational goals. Read on to learn more.
Posted: 16 Nov 2010 | Published: 16 Nov 2010


The Definitive Guide to Lead Nurturing
sponsored by Marketo
WHITE PAPER: The goal of this guide is to arm B2B marketers with the ultimate resource for lead nurturing, whether you’re just starting to think about lead nurturing in your business or are looking for ways to enhance and optimize your existing programs. Read this definitive guide to learn more.
Posted: 12 Nov 2010 | Published: 12 Nov 2010


Six Success Factors for Building a Best-Run Marketing Organization
sponsored by SAP America, Inc.
WHITE PAPER: This paper discusses six success factors that will enable your marketing organization to overcome the challenges to reaching growth and profitability objectives. Continue reading to learn more about these six success factors and more.
Posted: 18 Oct 2010 | Published: 18 Oct 2010

SAP America, Inc.

SAP® Custom Development: Meeting the Needs of Utilities Companies
sponsored by SAP America, Inc.
WHITE PAPER: This paper explains how to stay ahead of the competition you need software solutions that support your unique business processes. The SAP® Custom Development organization offers utilities companies a comprehensive, flexible range of custom development services that transform your unique challenges into innovative solutions and business success.
Posted: 28 Sep 2010 | Published: 28 Sep 2010

SAP America, Inc.

Top 5 Ways to Make IVR Work for You and Your Customers
sponsored by inContact
WHITE PAPER: This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.
Posted: 22 Sep 2010 | Published: 22 Sep 2010


Call Centre Transformation: Turning Customer Experience Into Profits
sponsored by SAP AG
WHITE PAPER: Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.
Posted: 20 Sep 2010 | Published: 01 Dec 2007


IT Connects Customers to Brands
sponsored by Cisco Systems, Inc.
VIDEO: Paul Gillin, author of three social media marketing books, reveals how CIOs are becoming the designated guardians of intellectual property. As the use of social media tools grows, Gillen recommends how a CIO can stay in front of the widespread access and create enhanced customer experiences.
Posted: 16 Aug 2010 | Premiered: 16 Aug 2010

Cisco Systems, Inc.

Web 2.0 Engaging Customer Passion
sponsored by SDL Web Content Management Solutions Division
WHITE PAPER: This paper examines the ways in which organizations can tap into Web 2.0 interaction as part of the marketing strategy, marketing tactics and communication plan to create customer engagement by matching your visitors' passion and to figure out the "best fit" for the new opportunities that present themselves.
Posted: 28 Jul 2010 | Published: 27 Jul 2010

SDL Web Content Management Solutions Division

Retail’s Mobility Imperative: A Measured Approach to the Emerging Channel
sponsored by BlackBerry
ANALYST REPORT: This study examines what's driving retailers' mobile strategies, where they're focusing their time and money, and how they plan to measure their performance. In addition, view results of an exclusive survey of more than 300 executives at top U.S. retailers. Continue reading to learn more!
Posted: 27 Jul 2010 | Published: 27 Jul 2010


eBook: Building a Business Case for Social CRM and Customer Communities
sponsored by Sirius Computer Solutions
EBOOK: Learn how to build a business case for social media outlets affecting customer relations and customer communities including Facebook and Twitter, as well as what social media means for CRM, best practices for managing online customer communities, and expert advice on implementing social media programs successfully.
Posted: 16 Jun 2010 | Published: 16 Jun 2010

Sirius Computer Solutions

Live Help: Global Consumer Views & Trends Live Voice and Live Chat
sponsored by Art Technology Group (ATG)
WHITE PAPER: This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat.
Posted: 07 Jun 2010 | Published: 07 Jun 2010

Art Technology Group (ATG)

8 Traits of IT-Friendly Contact Center and Web Customer Service Software
sponsored by eGain Communications Corp.
WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
Posted: 07 May 2010 | Published: 06 May 2010

eGain Communications Corp.

Accela Video Whitepaper: Differentiate Your Company with Complete CRM
sponsored by Oracle Corporation
VIDEO: Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution.
Posted: 05 Apr 2010 | Premiered: 05 Apr 2010

Oracle Corporation
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost-effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.

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