Exclusives

Not that long ago, the outsourcing of customer service to home-based agents was a small niche category, viewed as not quite on par with a bricks-and-mortar call center operation. For a number of reasons, that perception is changing -- starting with the lower costs involved and ending with the growin...

Business Intelligence has evolved considerably in the last several years. At one time the domain of PhDs or other highly trained employees, it has become accessible to the masses. Indeed, one of the competitive differentiators among the vendors in the market -- from the huge stack players to the sma...

Tigerpaw Software is a family-owned software company that, 24 years after it was founded, is about to enter a new phase of growth. The company's enterprise CRM, inventory and project management platform has always had a loyal following, in no small part because of the care and attention Tigerpaw lav...

Before the arrival of sales force automation and marketing campaign software, there were productivity applications. CRM, as we all know, rose from that fundamental platform of email, calendaring, mailing list management and task management. A lot of CRM vendors include productivity in their CRM apps...

PRM has an intriguing business case: It applies the concepts and tools of customer relationship management to the business relationships that also affect a company's customer base. The problem with PRM is that it hasn't caught on -- for myriad reasons, starting with its expense and difficulty in imp...

Around the time when Software as a Service was pre-empting the on-premise vendors, SugarCRM burst onto the CRM scene with its own disruptive business mode: open source for CRM. The build-it-yourself model wasn't for everybody, of course -- or so many thought at the time. As SugarCRM continues to ref...

The Business Intelligence space has been on a mission for several years. The goal: to simplify the way these applications work for the end-user. Several years ago, one practically needed a Ph.D. to be able to eke out usable data. Today, most line of business users can get the same results. Noetix is...

Right now, about 2 percent of the contact center infrastructure market uses Software as a Service, said inContact CEO Paul Jarman, citing research by Gartner. That statistic seems reasonable, given that the contact center infrastructure space has traditionally been dominated by on-premise players --...

Having joined the business software company in 1996, George Klaus, chairman, president and CEO of Epicor, is hardly a newbie by industry standards. However, he tells CRM Buyer that all of his executive team has been with the company even longer -- long enough, in other words, to have weathered sever...

Journyx, a company that provides Web-based time-tracking and project management applications, also offers its customers a back door into customer service. That is, its application lets users track what a customer cost. That is a number that is often surprisingly miscalculated or not calculated at a...