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 NEW IN CRM
News: PBS Selects RightNow CX for Member Television Stations Support
The Public Broadcasting Service (PBS) selected RightNow to develop its Technical Support Portal for member television stations. PBS will use RightNow CX as the basis for its new customer service portal to communicate more efficiently and effectively with its stations via the web, phone, email, and chat. PBS member station technical teams will receive information regardless of the support channel they choose. The PBS Technical Support Portal will allow member stations to find answers regarding technical questions. With RightNow’s central, self-learning knowledge foundation, member stations are also ensured consistent and accurate answers whether they contact PBS customer service via phone, email, or chat. PBS will use RightNow Chat to facilitate real-time online chat sessions between its technical service representatives and station engineering, information technology, or programming staff members.(RightNow
)
News: Pegasystems Expands BPM and CRM Offering for Media Market
Pegasystems announced it is expanding its capabilities for the Communications and Media market with its new Communications Foundation, based on its SmartBPM solution. Pegasystems' Communications Foundation creates a way for Communications Service Providers of all types -- Wireless, Cable, Wireline, Broadband, Convergent, and xVNO -- to accelerate the development of applications. It provides users with a pre-built, industry-standard data model that can be immediately leveraged as they model business processes and policies to create applications with Pegasystems' SmartBPM.(Pegasystems
)
Article: App-Ortunity Knocks: A Customer Engagement Battleground?
You’d have to have been off-planet to miss that apps have become a major topic in marketing in the last year or so. The first to hit the headlines was Apple’s iPhone and iPod Touch, which together have generated over 4 billion downloads to date. If that seems like a big number, Gartner estimates that 70 billion apps will be downloaded by 2014 as other mobile phone platforms, such as Android, hit their stride. With reach like this, it’s not surprising apps have caught marketers’ attention. But what exactly are the opportunities for brands today to engage with their actual and potential customers using apps?(MyCustomer
)
News: Telefónica Selects Convergys Relationship Management Solutions
Telefónica International Wholesale Services, a subsidiary of telecommunications leader Telefónica, has chosen a Convergys Smart BSS Solution to support corporate customers of its International Services business. The solution includes a license contract for Convergys Rating and Billing Manager and implementation services. Convergys Rating and Billing Manager will support Telefónica’s MNC customers with end-to-end multinational real-time rating, billing, and reporting for fixed, mobile, and data services. Convergys’ Professional Services team will implement the solution.(Convergys
)
Article: Social Media vs Social CRM vs Social Business vs Enterprise 2.0
There are a lot of “social” words people have been using lately such as social media, social business, enterprise 2.0, and social crm (and perhaps you can think of others). Within the past few years “social media” was the term that everyone was using to describe strategies that were developed around social channels such as Twitter and Facebook. At conferences now we’re starting to hear the new social CRM and social business terms thrown around yet those terms are still being used to describe the same things that the “social media” folks have been saying all along. Social business, Enterprise 2.0, and Social CRM are not evolutionary terms, they are evolutionary concepts and strategies.(CustomerThink
)
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