On January 6th (as reported by Leena Rao in TechCrunch) an “under the radar” start-up, and owner of the URL, Personal.com received over $7 million in funding from a group of investors led by Grotech Funding and Steve Case’s Revolution LLC.
Contact Center
Intro to C3: Conversational Commerce Conference
On February 2-3, 2011 in San Francisco Opus Research will convene the Conversational Commerce Conference (C3) as a venue for raising and resolving the issues exposed in the clash between Marketing and Support. As with the Meeting of the Waters, both disciplines will ultimately be assimilated into a torrent of talkpaths, interactions, queries, responses and transactions. Still the time as come, in these early days, to foster discussions that lead to mutual understanding – or at least an agreement to co-exist.
Webcast Replay: Social Media in Your Company – Smashing Silos and Connecting with Customers
You can view a replay of the Webcast I participated in with Bob Hockman of Empirix. In it I showcase how social media and collaboration tools are becoming ingrained in enterprise contact centers and IT fabrics.
Spanlink’s Cloud-based Contact Center Taps into the Social Stream, Implements Cisco’s SocialMiner “In the Cloud”
Spanlink Communications, a 22 year-old company with a well-earned reputation for developing and integrating highly-innovative contact center technologies is at it again with a new service called SocialWatch.
RightNow Melds Voice into Highly Personalized Customer Care
Earlier this month, RightNow formally launched its Voice Experience Manager as part of its overall Customer Experience Software Suite.
Contrasting Approaches: Microsoft Lync 2010 with and Cisco Collaboration
Both Microsoft and Cisco held milestone events for their flagship communications and collaboration offerings this week.
Survey Results: Companies “Unifying” the Conversational Contact Center
A survey of over 200 customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that use of social media and “cloud computing” is on a par with popular IM and collaboration platforms.
Nexidia’s Technology Tightly Integrated into Cisco’s Customer Collaboration Infrastructure
Nexidia and Cisco revealed that two of Nexidia’s core products – Nexidia Scan and Nexidia Capture – will be tightly integrated into the Media Capture component of Cisco’s Customer Collaboration infrastructure.
Lithium Released Social Media Monitoring for Facebook Pages
Margaret Francis, VP of Product at Lithium Technologies, tells of the formal release of a version of LSMM that monitors posts on selected Fan Pages in Facebook.
Cisco Releases Customer Collaboration Infrastructure Elements
After tantalizing industry analysts with a preview of its product capabilities back in June, Cisco has formally assigned trade names, SKU’s and licensing terms to new, collaborative contact center software. SocialMiner captures and analyzes input from multiple social media and then uses it to assign priority and route messages throughout the enterprise. Its release is coordinated with a new rev of Cisco Media Capture and the a new desktop for both agents and supervisors, called Finesse.