November 02, 2005

Not Web-based Windows or Office: Underwhelming Live is rebranded and future consumer and business services

Looking at the headlines in the business and IT press, you would think that Microsoft had radically shifted its strategy with the announcement of Windows Live and Microsoft Office Live. Without digging into the details, it sounded as if the software giant and taken the radical step of creating a Web-based version of its dominant operating system and office productivity suite.However, in reality, Microsoft is extending its two most powerful brands with some new, already...

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November 01, 2005

Conversagent automates online help to improve customer service and drive support costs down

Customer service is usually a tradeoff between quality and cost. With no budget constraints, organizations could field an army of well-trained customer service representatives (CSRs) supported by technology and systems that deliver immediate access to comprehensive customer records, product information, and related material. Of course, organizations cannot afford such a people-centric strategy, so they must continually explore self-service options, particularly on the Web and through interactive voice response (IVR) systems, to meet quality goals and...

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