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  • Report Vendor Landscape: Services Providers For US Government Salesforce Integration

    More US Government Clients Are Signing With Salesforce As A Path To Modernization, But Selecting The Right Services Partner Is Key
    August 21, 2017 | Liz Herbert, Rick Parrish

    The US government has received a clear message: Modernize now. Government agencies have allocated new funds for major technology refreshes, and Salesforce is garnering significant interest. But...

  • Report Vendor Landscape: The Growing Demand For Vertical CRM Solutions

    August 23, 2016 | Kate Leggett

    In the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. They...

  • Report Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate
    May 16, 2016 | Mark Grannan, Danielle Jessee

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

  • Report Vendor Landscape: Digital Services Providers For Microsoft Dynamics CRM And AX

    How To Select A Microsoft Dynamics Implementation Partner For The Digital Enterprise
    December 29, 2015 | Liz Herbert

    Microsoft continues to gain traction in the business applications market for large enterprises — with Dynamics AX and Dynamics CRM. Large enterprises are deploying these products in enterprisewide...

  • Report Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil
    November 10, 2015 | Art Schoeller

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

  • Report Vendor Landscape: Social Customer Service Solutions

    Choose Your Social Tools To Match Your Organization's Style Of Work
    November 4, 2015 | Ian Jacobs

    Customers have made it clear: They want to interact with companies via social media channels. Many customers, especially younger ones, also want to receive customer service via social channels. The...

  • Report Vendor Landscape: Knowledge Management For Customer Engagement

    Eighteen Solutions For Delivering Differentiated Experiences
    September 30, 2015 | Kate Leggett

    Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

  • Report Vendor Landscape: Contact Center Interaction Management

    Contact Center Technology Continues To Evolve To Integrated Suites
    August 14, 2015 | Art Schoeller

    Serving the digital consumer by moving to a full omnichannel contact center has become an imperative, not a luxury. Vendors supplying contact center interaction management (CCIM) software continue...