I recently joined Dovetail as VP of Sales & Marketing and will be posting from time to time with my thoughts on the marketplace Dovetail resides in and activities at Dovetail as we introduce new technology offerings.
In the early 90's I started selling to the enterprise call center market and since that time have experienced first-hand the evolution of a variety of technologies that have revolutionized the way in which customer service and support is now provided. The convergence of telecommunications systems, software, the internet, and best practices has created an incredible opportunity for both providers and consumers to interact effectively and efficiently in the acquisition, delivery, and support of products and services. Most now consider this convergence, collectively, to be Customer Relationship Management, or CRM as it is more popularly known.
There are numerous technology suppliers in the CRM space, including those that specifically focus on just customer service & support (CS&S) software within the CRM space. However, the pace at which the customer service and support operations have expanded in the past few years, relative to the ability for some of the legacy CS&S applications to address this expansion, has created a technology gap that, at Dovetail, we refer to as "The Forgotten Space".
After spending some time with Dovetail's President & CEO, Stephen Lynn, and getting to know the history, culture, and people at Dovetail, I became increasingly impressed with how the company has evolved and grown focusing specifically on the Clarify software market. The opportunity to now leverage this history and expertise through the expansion of our platform in our latest release to the broader CS&S market will create an exciting opportunity for both Dovetail and our customers. Our strategy, focus, and passion are specifically about the ability to provide the best CS&S software in the marketplace, period. If you haven't already, take a look at what we have to offer at http://www.dovetailsoftware.com/.
Regards,
Rusty
