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

Mergers and Acquisitions

Swiftpage Acquires Sage ACT! and SalesLogix Businesses

Integrated marketing and CRM solutions provider Swiftpage has finalized its acquisition of the ACT! and SalesLogix CRM businesses from The Sage Group plc. The combined company provides integrated marketing and CRM solutions to more than 1,000 resellers and millions of end users worldwide. The acquisition means that Swiftpage can deliver a complete suite of products to help businesses of all sizes convert leads, retain customers, and grow. Swiftpage President and CEO H. John Oechsle said all customers now have full access to a range of starting contact management, advanced CRM, and market leading email and social marketing products.

New Products

[24]7 Launches Visual Speech Service

Customer experience company [24]7 announced its Visual Speech solution, a new service that transforms existing interactive voice response (IVR) into a next-generation mobile customer experience. The new solution makes the most of the increasing smartphone market to deliver a unified customer experience across IVR and mobile. The solution provides customers using IVR systems with an advanced HTML5 mobile web experience without the need to download a mobile app. Instead, the IVR guides customers to a successful transaction by bringing together speech and visual elements, allowing customers to see the options that would otherwise be spoken out to them over the IVR, allowing for a better experience and quicker resolution.

Alcatel-Lucent's Enterprise Introduces the OpenTouch Customer Service solution

Alcatel-Lucent launched OpenTouch Customer Service, a software-based platform enabling businesses to manage interaction with customers across different channels - from phone contact to online engagement. The launch of this solution expands Alcatel-Lucent's range of contact center assets as it provides companies with full multimedia interaction support for customer service agents and other employees in the enterprise.

Comm100 Upgrades On-Demand Live Chat Solution

Enterprise-level customer service and communication solutions provider Comm100 has released a "zero downtime upgrade" feature to its SaaS based live chat software, Comm100 Live Chat. The solution can now perform a software upgrade without interrupting open chat sessions. Further, the technology allows both the old and new version of Comm100 Live Chat to function at the same time, until the upgrade is complete. The upgrade transition is completely seamless and is not visible to the end user, allowing end customers to enjoy an optimal website experience, leading to more sales and repeat business.

Cortera Lookalikes Helps B2B Companies with Behavioral Sales Prospecting

Cortera (http://www.cortera.com/), a provider of business behavior data on public and private companies, has launched Cortera Lookalikes, a system which examines the behavior of a company's existing customers and compares this against Cortera's database of 20 million companies to identify "lookalike" companies that exhibit similar tendencies of existing customers. The system can be used by clients to determine which prospects have the highest propensity to purchase their products or services.

Information Builders Launches Social Media Analytics Solution

Information Builders' newly announced solution, WebFOCUS Social Media Analytics, uses data from social media interactions to provide insight into sales and marketing, product quality, and other customer-centric issues, leading to better corporate strategy and new revenue opportunities. The solution unites social media data with enterprise resource planning, CRM, and other on-premise or cloud-based information resources. This gives companies unprecedented insight into customer sentiment and its impact on sales, brand awareness, and corporate perception. In addition to facilitating deep analysis of structured and unstructured data, the Social Media Analytics solution also enables historical trend reporting and time-dependent analysis, allowing organizations to analyze how customers responded to previous campaigns, products, or services and use this social media intelligence to inform future decisions.

DotNetNuke Integrates Communities into Corporate Websites

A recently launched solution by DotNetNuke (DNN) aims to optimize customer engagement by integrating communities within corporate websites. DNN Social gives businesses the ability to easily create and manage communities on their existing websites. This gives end customers a one-stop destination for consuming content, exchanging ideas, and interacting with their peers who are also using the community.

Knoa Introduces Salesforce Cloud System

Knoa Software, a provider of user experience and performance management software, has introduced Knoa Experience and Performance Manager for Salesforce Sales Cloud and Salesforce Services Cloud, providing a clear view of how SalesForce users interact with Salesforce Cloud applications. Knoa EPM analytics can be used to accurately assess overall business process performance and provide early indications of system, user, and business process errors before they reach the support desk to end customers.

Moxie Integrates with Microsoft's Lync

Moxie Software, Inc., a provider of customer-centric enterprise social software, announced that it is enhancing its partnership with Microsoft by integrating Microsoft's Lync telephony software with Spaces by Moxie. The integration of the two systems, which will be made available April 1, makes it possible for sales and service contact centers to manage Lync phone calls through Moxie's unified agent desktop. The integrated system also allows companies to leverage Lync telephony in a multichannel contact center and to route Lync calls intelligently, using IVR data, to the right agent while using Microsoft Dynamics CRM as the system of record.