Weekly News Roundup

Customer Strategy
Customer Experience
A look at the technology developments, industry updates, and research findings announced this week in the customer experience space

New Products

AppGlu Launches New Mobile Application Control Center

AppGlu introduced an innovative new Mobile Enterprise Application Platform (MEAP) that gives business people direct control of their mobile apps after launch. The AppGlu Control Center allows anyone to easily update and publish new app content, track content and user activity, and engage users with personalized content and targeted push marketing, while the Content Sync Engine simplifies development by allowing developers to build backend connected apps. The sync engine automatically handles data integration and synchronization between an app's local storage and a professionally managed backend.

KXEN Launches Predictive Analytics Tool on Salesforce.com's AppExchange

KXEN (www.kxen.com), a provider of predictive analytics for business users, has introduced Predictive Offers on Salesforce.com's AppExchange. The system enables business users to make use of CRM and social profile data residing in Salesforce to generate personalized offer recommendations. Drawing on CRM and social customer data, Predictive Offers is able to help generate the right offer to the right customer at the right time.

Analytics Software Launched by Mu Sigma

Analytics firm Mu Sigma last week announced its first analytics software, muPDNA, which offers a structured approach to defining, representing, and encoding intelligence about business problems so that they can then be addressed using data and analytics. Organizations often need to solve multiple problems on a daily basis, and these business issues often take time to become clear. muPDNA integrates all aspects of the business problem required for data-driven decision making, for example current state, desired outcomes, gaps or triggers, key questions, and data elements into one easy-to-use workbench. Although Mu Sigma originally developed the software for internal use, the company's data scientists have used it for several client engagements, leading to the software being made publicly available.

NICE Introduces Proactive Compliance Suite for Consumer Protection

NICE Systems (www.nice.com) has introduced the Proactive Compliance Suite for Consumer Protection, a system which is designed to help financial services companies to adhere to regulatory requirements such as the Dodd-Frank Wall Street Reform and Consumer Protection Act by enabling contact centers to monitor and track its compliance efforts. For example, speech and desktop analytics allow contact center leaders to monitor customer calls for exceptions and take corrective actions. The system can also be applied by companies in other industries facing regulatory requirements involving customer interactions.

Nuance's Nina Expanded

Nina, Nuance's virtual assistant for mobile customer service, has been expanded to the Web and beyond, adding text-based virtual assistant capabilities to enterprise web marketing, ecommerce, and support applications. Nina, which was introduced in August 2012, has become smarter and able to engage in customer service conversations and connect to existing enterprise back-office applications. Further, Nuance has worked to make Nina multi-lingual, able to recognize and speak in 38 languages. The expanded capabilities turn Nina into a multi-channel solution, able to deliver the same intelligent, natural interactions across a variety of customer self-service applications, including text messaging, voice, mobile apps, and the Web.

Improved Social Interactions and Experiences with New Oracle Platform

Oracle's just launched end-to-end social management solution for the enterprise, Oracle Social Relationship Management (SRM,) delivers an integrated, and enterprise-ready social business solution. The integrated products help create a seamless transition between listening and content creation, to moderation and analysis of a company's social media efforts. Oracle Social Relationship Management is the latest evolution in the company's strategy of socially enabling the enterprise and is part of Oracle's aggressive integration strategy with the goal of unification across its Oracle Social Relationship Management Suite and with key Oracle enterprise applications. By integrating the full spectrum of social activities and analysis in a single platform, Oracle SRM eliminates the inconsistency, duplication, and delays of 'social silos' to enable users to create, measure, and consistently deliver more rewarding customer experiences. The new solution allows organizations to use social to transform their corporate business processes and systems, improve customer interactions and better measure social's contribution to business goals.

Scribe Online Platform Gets Major Upgrade

CRM data integration solutions provider Scribe Software announced significant enhancements to its Scribe Online Platform. The enhanced cloud platform makes the time-intensive, complex process of data integration open, user-centric, and available to key stakeholders beyond those with deep technical programming expertise. The upgraded system makes cloud and hybrid data integration between core business systems like CRM and marketing automation, accessible beyond IT through a visually intuitive design process. This frees up valuable engineering resources, speeds systems implementation and integration, and reduces total cost of ownership.

SPLICE Unveils Customer Permissions and Preferences System

SPLICE Software, a provider of SaaS-based applications that support personalized multichannel conversations with customers, has entered into a strategic partnership with PossibleNOW, a provider of customer experience and preference management systems. The partnership enables SPLICE customers and prospects the ability to utilize PossibleNOW's enterprise preference management platform called MyPreferences along with SPLICE's new Permissions & Preferences Management System. SPLICE's Permissions & Preferences Management System, powered by MyPreferences, provides a secure way for enterprises to capture, manage, and distribute customer preference data. Companies can use the system to identify a customer's preferences and permissions for interactions and use the information to create personalized messaging with customers.

Terracotta Introduces Intelligence Platform for Big Data

Terracotta, Inc., a Software AG company and a provider of technologies for using enterprise Big Data, has introduced a new in-memory platform that's aimed at providing real-time insight and intelligent action on Big Data. The Terracotta In-Genius platform allows organizations to discover hidden insights and act on them in real-time. The platform, which utilizes data that is generated from desktops, mobile devices, and point-of-sale systems, enables enterprise executives to gather, analyze, and act on real-time customer and other information to help mitigate risk, make adjustments to business processes, and generate relevant offers and messaging quickly.


Silverpop Partnership Allows for Advanced Mobile Messaging Capabilities

Digital marketing technology provider Silverpop last week announced new mobile messaging capabilities that allow its customers to implement automated, behavior-based SMS campaigns and ensures that data marketers collect these interactions through a centralized database to deliver a seamless, personalized, and targeted email, social, and Web content experience. Bryan Brown, Silverpop's director of product strategy, notes that 67 percent of the global population uses mobile phones, making it imperative for marketers to communicate on their customers' terms, delivering relevant and personalized content when and where they expect it. The new product allows Silverpop's clients engage with their contacts in more exciting ways and learn more about each individual during each interaction. Silverpop partnered with mobile marketing and advertising technology provider Velti to introduce the new functionality, which includes allowing customers to request and receive information by texting a keyword, allows marketers to deploy campaigns where mobile participants can cast a vote via text, and interactive campaigns through a two-way dialogue between a company and customers.