Content & Knowledge Management
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Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
by Mitchell KramerWhat's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed via smartphone, regular phone, web, or texting. Here is an update covering 2017 market leading virtual assistants from [24]7, Creative Virtual, IBM, Next IT, and Nuance. -
Desk.com from Salesforce.com
Customer Service for Small to Midsize Organizations
by Mitchell KramerDesk.com is Salesforce.com's cloud-based customer service offering for very small to medium-sized businesses. Its strengths include case management and reporting capabilities, as well as channel and mobile device support. Desk.com’s knowledge model and knowledge management services support multiple languages very well. -
Freshdesk
Case Management, Knowledge Management, and Social Customer Service for SMBs
by Mitchell KramerFreshdesk packages attractive and high value cross-channel case management, knowledge management, social customer service, and chat capabilities suitable for small, mid-sized, and large organizations. It competes with Zendesk and with Salesforce.com's Desk.com. -
Nuance Nina
Virtual Assistants that Deliver Answers and Perform Actions
by Mitchell KramerNina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software, -
Zendesk
Cross-channel Case Management, Knowledge Management, and Social Customer Service for SMB and the Enterprise
by Mitchell KramerZendesk, packages attractive cross-channel case management, knowledge management, and social customer service capabilities suitable for small, mid-sized, and large organizations. Read our evaluation. -
Next IT Alme, Version 2.2
Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions
by Mitchell KramerWe evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions. -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell KramerHere’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering. -
Salesforce Service Cloud
Capabilities for Self-Service, Assisted-Service, and Social Customer Service
by Mitchell KramerSalesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation. -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
Clarabridge 6.1
Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction
by Mitchell KramerClarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation. -
Personalized Answers to Customers’ Questions
Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization
by Mitchell KramerV-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels. -
Nina Web
Flexible and Accurate Answers to Customers’ Questions
by Mitchell KramerNina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to knowledgebase answers. -
Customer Service Supplier and Product Update 3Q2013
Review of Ten Social Monitoring, Case Management, Self-Service, and Virtual Agent Suppliers
by Mitchell Kramer3Q2013 was a good quarter for customer service. Customer growth and financial performance were up. Product activity was light. Four companies expanded into new markets. Moxie and Salesforce.com earned Customer Service Stars for 3Q2013. -
How to Address “Wicked Problems”
Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking
by Patricia SeyboldJeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why. -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation. -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation. -
Next IT ActiveAgent
Virtual Agents that Deliver Sophisticated Answers to Complex Questions
by Mitchell KramerNext IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation. -
Creative Virtual V-Person
An Offering from a Virtual Assisted-Service Pioneer
by Mitchell KramerCreative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Read our evaluation.
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