Private equity firm Permira is poised finally to take Genesys Labs off of Alcatel-Lucent’s books.
conversational commerce
Hot Off the Virtual Press, “Rethinking Customer Service: The Call Center as Corporate Information Hub”
TheSocialCustomer.com has issued a report entitled “Rethinking Customer Service: The Call Center as Information Hub.” I contribute a section about new roles for Customer Service Reps (CSRs) in support of Conversational Commerce.
Webcast Tomorrow: The Contact Center as a Customer Information Hub
With all the chatter building around social media, data mining and analytics, it’s easy to forget that the telephone remains a frequently used instrument for conversational commerce.
Positive Signs for West Corporation’s IPO
Successful IPOs for LinkedIn and Yandex and should bolster confidence for West Corporation as it gets set to re-introduce itself to Wall Street.
The SugarCon Connection: Conversational Commerce Meets Classic CRM
Doc Searls, Drummond Reed and I participated in the closing keynote and panel at Sugarcon 2011, which is SugarCRM’s annual customer and developer conference.
Orange SF Spotlight Event Delves into the “Future of Shopping”
Orange-San Francisco kept the conversations on “Conversational Commerce” very lively by holding a “Spotlight on The Future of Shopping” on March 8.
Conversational Commerce Update: End-user Advocates Set FTC Straight on Personal Data Ecosystem
In a tour de force of clear writing and exposition (albeit in 33 typed pages), Kaliya Hamlin and Mary Hodder, executive director and chairman, respectively, of the Personal Data Ecosystem Collaborative Consortium (PDECC) have provided the U.S. Federal Trade Commission (FTC) with this response to its proposal for “Do Not Track” regulations (similar to the “Do Not Call” List for phone-based telemarketers).
C3 Coverage Continues: The “Personal Cloud” Picks Up Steam
The final session at the Conversational Commerce Conference (C3) continues to inspire some ground-breaking thought.
Marchex, Cisco and Spanlink Demostrate Better Listening Through Analytics
At C3, attendees were given a glimpse of real world instances where companies and their customers both benefit from implementations of real-time speech analytics.
Mozilla’s Approach to “Cookie Blocking”: More Conversational and VRM Friendly
Over the weekend Alex Fowler, the person in charge of Mozilla’s global privacy and public policy initiatives, issued a blog post to describe a new approach that Firefox developers are taking to enable Web surfers to take better control of when they can be tracked by advertisers.