Dovetail Software Blogs

CRM and the Contact Center''Contextual assessment of customer needs in real time are the principal target of evolving customer service, more accurate than historical data derived from warehouse mining. Plainly put, it doesn't matter what customers have always done or what they say they want, what matters - and has proven more valuable to the ...

Dovetail Software Blogs:  The ROI of Knowledge ''Today we operate in a knowledge economy whose profits are generated by knowledge workers, and if you accept this then you know there’s ROI somewhere in the process of workers training themselves using an infrastructure you provide, but without your investing in formal training as ...

Dovetail Software Blogs: Evolving IT “As software developers we naturally resonate with the modern challenges that IT faces. As developers who specialize in providing business process improvements for the Clarify users, over and above what the original build provides, we’ve always naturally focused on creating software ...

Probably the most valuable aspect of Dovetail Software’s array of products for the legacy Amdocs Clarify CRM install is their small footprint in any architecture, their sheer willingness to integrate with other systems. Ease of integration matters because data accumulation is growing, and data retrieval is increasingly a part of ...

Dovetail Software Blogs: Long IT Road Ahead “The point is that there is a long road still ahead of all the stakeholders in IT and in enterprise management. This is not a negative thing: this betokens the almost miraculous possibilities that have come to light in the last decade. ”’Stakeholders’ in the enterprise could be ...

Dovetail Software Blogs: Email Needs To Collaborate “Email is outdated in an age progressing rapidly with technologies of collaboration. Knowledge is what matters now – and always did, else why communicate in the first place? The great value of Enterprise 2.0, deriving from the technologies and examples of Web 2.0, lies in ...

Dovetail Software Blogs: Integration More Important Than Ever “Companies today have global reach, and global headaches to match. Remote control is more than a convenience or a technology benefit, it’s the driving imperative of a worldwide nervous system of command and feedback. Integration of all IT systems is a life-saving ...

What are some of the collaboration tools that IT can deploy for its company? Knowledge management evangelist Luis Suarez recently returned from APQC’s _KM & Innovation 2007 conference. He was excited to review the full extent of his employer IBM’s use of collaboration and innovation tools, and finally brought us up to date over at ...

Dovetail Software Blogs: The Marketing-Savvy CIO “Now that IT has to run itself as a business, should CIOs despair at having to learn marketing? Fear not, because the pragmatic technologists of IT can grasp how to run a customer-centric operation better than most marketers will ever know.” Catalog Retailers Are In Sync ...

Decision-Making Tools For Executives “Companies with capable executive teams still fail to solve problems when the solutions appear before them, because business by nature is conservative: first do no harm to the company. But how to calculate the correct course despite instinctive caution? Model the possibilities with decision ...