Close
  • Latest News
  • Artificial Intelligence
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Artificial Intelligence
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Latest News

      Behavioral Analytics Come to CRM

      By
      Dennis Callaghan
      -
      February 12, 2001
      Share
      Facebook
      Twitter
      Linkedin

        Products to be demonstrated by WebTrends Corp., Broadbase Software Inc. and Personify Inc. at this weeks DCI Customer Relationship Management Conference in Chicago share a focus on helping online companies get a better understanding of customer behavior.

        WebTrends will unveil its Data Conduit for Siebel at the show. Targeted for general release next month, Data Conduit allows users of Siebel Systems Inc.s Call Center application to gain access to behavioral data on users from their visits to the companys Web site.

        Sales and service professionals using Call Center can see what products customers have shown interest in on the site, what marketing campaigns theyve responded to and what technical inquiries theyve made. The software can also tailor a call center representatives efforts accordingly, for example, by presenting cross-sell and up-sell opportunities, said officials at WebTrends, in Portland, Ore.

        Broadbases eService Analytics 4.5, which will also be unveiled at the DCI show, will help companies get a better fix on customer behavior, as well. The product is the Menlo Park, Calif., companys first release since completing its acquisition of customer service software vendor Servicesoft Technologies Inc. in December.

        Due for release next month, eService Analytics 4.5 integrates Servicesofts customer contact center solution with Broadbases analytics and campaign management software in one package. It allows companies to gain insights into customer behavior at multiple contact points—Web, call center, e-mail—and develop marketing campaigns in response to what they find.

        National TechTeam Inc., a Southfield, Mich., company that outsources IT help desk services for its clients, has been using Broadbases and Servicesofts technology for about a year in a product called TechTeam Support Portal.

        The portal lets the company offer a support solution from Servicesoft enhanced with knowledge management capabilities from Broadbase. This solution is connected to an incident tracking system from Oracle Corp. and analytics from Broadbase that enable the customer to build a data mart for reporting and analysis.

        “Our goal is to create a three-legged stool,” said Doug Tayler, vice president of sales and marketing at National TechTeam. “We can provide a much more interactive analysis of whats going on in the individual call center and give our clients an improved call center environment. And through knowledge management, we can improve the efficiency of our technicians.”

        The package lets National TechTeam offer more self-service options so that clients can help themselves on the Web, reducing their call center volume. “Were pleased that two of the three legs of our stool are together now,” Tayler said. “It should make further development projects we do easier.” Pricing for Broadbase eService Analytics 4.5 starts at $150,000.

        Meanwhile, San Francisco-based Personify last week unveiled its Personify Customer Intelligence platform, which combines online data from Web log files and offline data from transaction histories, call centers and registrations into customer behavior profiles that can be used to drive Web site personalization or marketing campaigns.

        Dennis Callaghan
        Get the Free Newsletter!
        Subscribe to Daily Tech Insider for top news, trends & analysis
        This email address is invalid.
        Get the Free Newsletter!
        Subscribe to Daily Tech Insider for top news, trends & analysis
        This email address is invalid.

        MOST POPULAR ARTICLES

        Latest News

        Zeus Kerravala on Networking: Multicloud, 5G, and...

        James Maguire - December 16, 2022 0
        I spoke with Zeus Kerravala, industry analyst at ZK Research, about the rapid changes in enterprise networking, as tech advances and digital transformation prompt...
        Read more
        Applications

        Datadog President Amit Agarwal on Trends in...

        James Maguire - November 11, 2022 0
        I spoke with Amit Agarwal, President of Datadog, about infrastructure observability, from current trends to key challenges to the future of this rapidly growing...
        Read more
        IT Management

        Intuit’s Nhung Ho on AI for the...

        James Maguire - May 13, 2022 0
        I spoke with Nhung Ho, Vice President of AI at Intuit, about adoption of AI in the small and medium-sized business market, and how...
        Read more
        Applications

        Kyndryl’s Nicolas Sekkaki on Handling AI and...

        James Maguire - November 9, 2022 0
        I spoke with Nicolas Sekkaki, Group Practice Leader for Applications, Data and AI at Kyndryl, about how companies can boost both their AI and...
        Read more
        Cloud

        IGEL CEO Jed Ayres on Edge and...

        James Maguire - June 14, 2022 0
        I spoke with Jed Ayres, CEO of IGEL, about the endpoint sector, and an open source OS for the cloud; we also spoke about...
        Read more
        Logo

        eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

        Facebook
        Linkedin
        RSS
        Twitter
        Youtube

        Advertisers

        Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

        Advertise with Us

        Menu

        • About eWeek
        • Subscribe to our Newsletter
        • Latest News

        Our Brands

        • Privacy Policy
        • Terms
        • About
        • Contact
        • Advertise
        • Sitemap
        • California – Do Not Sell My Information

        Property of TechnologyAdvice.
        © 2022 TechnologyAdvice. All Rights Reserved

        Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

        ×