Jason Compton

On one side are frustrated marketers with a slew of technology for cookie planting, invisible GIFs, and Web log analysis, hoping that the next breakthrough in customer insight will shake revenues out of the doldrums. On the other side is a consumer base growing increasingly edgy about invasions of digital privacy, both perceived and real. […]

Cisco has been heavily pushing AVVID (Architecture for Voice, Video, and Integrated Data), a completely IP-powered call center, as the proper nexus of a CTI-linked CRM operation. Yet Certive brushed off the IP contact center pitch, favoring proven voice hardware in its contact center design. John Gallagher, Certives technical operations manager, didnt hear a compelling […]

When it comes to serving customers, Calif.-based Certive (www.certive.com) knows that seconds count. The ASP is committed to delivering a project workflow and business resource management system to professional services operations that earn their bread making every second a lucrative one. So as the summer of 2000 waned and the startup pondered the problems of […]

Groupware is evolving. Struggling to shed the “glorified e-mail” label and reclaim a reputation as purveyors of seriously useful and productive software, vendors are adding new tools and are working to co-opt the momentum of the knowledge-management movement. That means a wider range of both traditional store-and-forward and real-time communication technologies. This is not a […]