Dovetail Software Blogs

The changing landscape of CRM software, with its recent vendor offerings – dubbed CRM 2.0 – designed for two-way customer participation and social networking, supplies an additional argument – or headache – for IT to integrate Enterprise 2.0 into its development path. The salesforce, as we’ve reported in the last few days, wants Web ...

We’ve discussed before the digitization of the contact center, and the increased levels of customer service and support (CS&S) that improved software can bring to the customer experience. The sea change behind the evolution of the contact center is a shift from cost-containment to longer term, strategic actions that ...

Dovetail Software Blog: CRM, CEM, Customer Support and Democratic Software “At Dovetail, we like to make democratic software, with functions that the ordinary customer-facing agent can use for greater freedom of execution, albeit often with a little (fairly simple) help from IT. We think in terms of the voluntaristic nature of people: most people ...