- May 07, 2019
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers.
- November 12, 2015
Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.
- July 24, 2015
Oracle updates its Sales Cloud to increase sales; Infer announces new lead gen product; and Xactly Strategic Services aims to drive workforce management.
- June 25, 2013
Oracle's database, hardware, Java and Fusion are being integrated with Salesforce.com in a partnership announced Tuesday.
- May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
- January 10, 2012
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
- March 16, 2011
The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column.
- September 29, 2010
Oracle finally took the wraps off its Fusion Applications, and CRM got plenty of the attention. But how long before people start migrating?
- April 22, 2010
Facing an existing BI system as competition, objections from some executives and myriad spreadsheets, McKesson still successfully rolled out OBIEE for Siebel.
- April 16, 2010
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.
- March 31, 2010
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.
- October 13, 2009
Marc Benioff, who invested heavily in a booth and an appearance at Oracle's OpenWorld, claimed companies can deploy Oracle and Salesforce.com together.
- March 31, 2009
Listen to a podcast on how marketing analytics tools can help companies maximize marketing efforts in a recession and bulid profitable customer relationships.
- January 27, 2009
Oracle is offering a second single-tenant option, disaster recovery and unlimited custom objects with its SaaS CRM as it seeks to win enterprise customers from Salesforce.com.
- October 07, 2008
Savings in maintenance and hardware costs were enough to convince the Home Shopping Network to upgrade from Siebel 6.2 to 8.0, but it was not an easy project.