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The pandemic and growing younger demographic have shifted the terrain of customer service delivery. Customer service management tools ensure organizations enhance...
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The pandemic and growing younger demographic have shifted the terrain of customer service delivery. Customer service management tools ensure organizations enhance...
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SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience –...
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Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal...
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ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM)...
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Adobe and ServiceNow are partnering to improve customer service and experience management. This reflects ServiceNow’s strategy to expand beyond ITSM, but this space will...
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Use this tool to assess your maturity and fit for a CSM solution.
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Use this tool to support your business in conducting an objective evaluation of the CSM vendors being considered for procurement. Consider each suite's functional...
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Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their...
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A Request for Proposal allows an organization to provide vendors with a detailed account of the requirements and the expected capabilities of the desired suite. Create a...
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