Dovetail Software Blogs

"Participate in the second annual IT Community Choice Awards hosted by ITtoolbox, where you have the opportunity to recognize your most valued peers and admired participants from the ITtoolbox community."

"The consolidated contact center platform is the next step in providing improved availability of contact center resources at a lower cost. The four walls of the contact center are rapidly eroding. Contact centers are spreading across the world and providing increased customer service as a result. In order to be competitive, all firms are going need to provide this level of service to their customers."

"Bad customer service is rarely forgotten. In fact, the experience often gets repeated to friends and family. But on-the-job rudeness, unhelpfulness and inattention to customers are becoming the norm, says consultant Bobbi Paine, who specializes in teaching companies how to deliver exceptional customer service."

"I’ve said it before, and I’ll say it again. Governance is about people, policies, and process. Tooling really only comes into play when you start looking at the process portion of the equation. I don’t want to dismiss tooling, because it absolutely is an important part of the governance equation, but if you don’t have the people or the policies, tools won’t help."

"SOA vendors are trying to figure out how to sell in this emerging marketplace. For most of them, things don't seem to be going very well. At the heart of the issue is the fact that SOA is an architecture (hence the 'A'), and not a class of technology. Rather than providing tools to help build a SOA, they are selling products that could be a SOA unto itself. At the same time, the customer is pulling their hair out in total confusion."

"Most IT organizations know that to be successful, key business initiatives don’t rely on silos of data, but on information viewed and analyzed collectively. For example, customer relationship management (CRM) integrates critical information on all aspects of customer interactions - such as marketing, sales-force automation and customer-service to provide a consistent or '360 degree' view of – 'the customer.'"