Avaya is purchasing Israeli enterprise software developer ITNavigator, a go-to-market partner whose software is already in use as Avaya Contact Center Control Manager, for an undisclosed sum.
Social CRM
Lithium Augments Community Support with Purchase of Social Dynamx
Lithium Technologies is buying Social Dynamx. Thus a firm whose software enables hundreds of “brands” to foster online communities is formally adding technology designed to engage contact center agents in conversations over social media.
Lithium gets a $53 Million Vote of Confidence From VCs
New Enterprise Associates (NEA) and SAP Ventures have chipped in with original investors to put $53 million into Lithium Technologies.
Avaya Updates Its Suite of Experience Management Software
xactly one year after its ambitious set of announcements of transformational technologies for contact centers, Avaya has formally rolled out upgrades to the Avaya Aura Contact Center (AACC) suite aimed to help its customers handle unprecedented amounts of contextual information that accompanies customer conversations.
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.
Taking the C3 Story to Sugarcon 2011
I’ll be joining Doc Searls and Connect.me’s Drummond Reed at Sugarcon 2011, the fifth annual get-together for customers and partners of SugarCRM.
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.
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.
Ellison Shows Fusion Apps Running in the “Cloud-in-a-Box” at Oracle Open World Keynote
It was very late in the evening and deep into the flow of keynote speeches at Moscone Center, but Oracle CEO Larry Ellison finally got around to showcasing that the company’s long-awaited set of Fusion applications.