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Parature from Microsoft Caters to Customer Service Pros

Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasin...

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Zendesk Crystallizes Mobile Customer Service

Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Us...

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AgilOne Bends Over Backwards to Understand Customers

AgilOne has rolled out an enhanced version of its predictive marketing platform with new tools, as well as improvements to fine-tune its forecasting capabilities, said CMO Dominique Levin. The focus of the upgrade was to automate even more of the analytics and subsequent decision-making by users. "U...

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Salesforce Adds App Hub to Centralize Customer Service on Desk.com

Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing, telephony and text messaging. Partner apps available with Desk.com include Harvest, JIRA, MailChimp...

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Kana Burnishes Omnichannel Customer Engagement Tools

Kana on Monday announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. The product, Kana Enterprise Customer Engagement Optimization platform, has been available since Oct. 31. At its core, the platform is the same, said Kelly Koell...

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Pegasystems Glides Through Social, Mobile Channels

Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing...

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Tact Premium Goes With the Flow

Tactile, developer of the free mobile enterprise app Tact for Salesforce CRM, has debuted Tact Premium, a paid version with ramped-up functionality. The company showed off the new version earlier this month during Salesforce.com's annual Dreamforce show. It won rave reviews from the crowd, said foun...

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Aviso Helps Sales Managers ID the Real Deals

Aviso, a two-and-a-half-year old startup, has launched its first product, Aviso Insights. It is a sales forecasting analytics tool that uses machine learning and portfolio management frameworks to help sales managers answer a fundamental question: What deals can I expect to close this quarter? The a...

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SalesMesh Bridges Rep-Corporate Information Gap

AppMesh recently came out of the gate with the second iteration of its flagship product, SalesMesh. Version 2.0 is a major leap in functionality for the app that builds on the cofounders' vision of developing a personal sales system for the sales rep. "CRM has made a lot of advances over the years,"...

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Jive Software Tightens Its Connections

Jive Software recently unveiled the latest series of upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party inte...

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Xactly Unlocks Storehouse of Insights

Following years of development, Xactly has made Xactly Insights generally available. The product compiles the compensation data of all the companies that use Xactly's products, aggregates and anonymizes that data, and then gives users access to it. Participating companies opt in, fully aware of how ...

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Qvidian Upgrades Help Sales Pros Pick Up the Pace

Qvidian has updated its Sales Playbooks & Analytics platform with features that help reps do a better job of gleaning pertinent information from the buyer in the initial sales approach. It then incorporates that information into the CRM system. Other enhancements are aimed at helping sales reps ...

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Gryphon Sales Intelligence Analyzes KPIs

Gryphon Networks has had a presence in the sales intelligence and marketing compliance space for several years, primarily working through carriers such as Verizon Wireless and Quest. About two years ago, however, it tweaked its direction after CEO Jeffrey Fotta noticed a curious fact during a client...

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Tellwise’s Smart Messages Creates Buyer-Friendly Collaborative Environment

Tellwise, a two-and-a-half year old startup, has introduced a new collaboration platform for sales reps to target prospects. Called "Smart Messages," the multichannel platform comes equipped with such tools as intelligent notifications, behavioral analytics and mobile functionality. Smart Messages i...

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Blackbaud Weaves New Data Services Into eTapestry

Blackbaud recently upgraded its cloud-based eTapestry fundraising application with tools addressing what seems to be a perennial problem in CRM -- dirty data. The ultimate goal of the upgrades for the application, which is designed for nonprofits, is to improve the quality of donor information. The ...

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