Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM, today announced Forrester Research has named Pega a Leader in The Forrester Wave TM: ...

When Mike Gillespie arrived in January 2000 at SecureLogix Corp., a firewall and security management firm in San Antonio, he knew he had a big job ahead of him. In September 1999, the 90-employee ...

Choosing the right contact center software can make or break your customer service strategy. Whether you're looking for the best contact center software to improve efficiency or a cloud contact center ...

In the U.S. it’s common for companies that have both physical branches and online services to use customer relationship management (CRM) software that tracks all of their interactions with customers ...

Nearly every established seller of enterprise tools started marketing the same general-purpose AI agents that aim to handle everything from drafting emails to customers to resolving IT service tickets ...

Multiple studies and opinion surveys performed across industries agree: It’s more cost-effective to retain existing customers than it is to acquire new ones. Knowing this, many business leaders devote ...

McLeod Software released a new Version 20.1 of its transportation management software (TMS) systems used by motor carriers and logistics providers. Central to the latest version is a new Customer ...

RALEIGH, N.C.--(BUSINESS WIRE)--e3 Retail announced today that Best Buy completed its chain wide deployment of e3 Retail’s new ADVANTAGe POS software within the first six months of 2015. The software ...

Artificial intelligence and machine learning has become essential if you are selling sales, customer service and marketing software, especially in large enterprises. The biggest vendors from Adobe to ...