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With helpdesk, knowledge management, customer portal, email auto response, project management, and mobile access capabilities, Soffront prides itself on being a one-stop shop for customer service solutions "The customer service solution we offer is pretty comprehensive," Manu Das, CEO of Soffront, told CRM Buyer. "That's what our system does best."

Instead of looking back at 2010, I thought it would be fun this Christmas week to jump ahead in the Enderle Time machine and look back at 2020. It was an amazing year with new faces and old hitting the tech and political headlines I'll close with my product of the week: the amazing and magical iPhone 14. ...

Which should companies focus on first -- investors, customers or workers? This is a question we have asked and answered so many times, you would think the answer would be obvious. However, we always see companies either doing well or struggling because they just don't get it. A look at a few of today's winners and losers may reveal why this is so.

'Tis the Season. And it's better to give than to receive. And you'd better watch out. Besides being Christmas gibberish, those statements apply neatly to CRM. It's always the season to think about improving how your employees use CRM. It's better to give them tools that reward them for using them instead of making CRM a way to receive statistics a...

A University of Missouri professor has developed a "smart carpet" that monitors the movements of elderly persons and can detect the potential for a dangerous fall. The project received funding from the Alzheimer's Association. The purpose of the flooring system is to help patients remain both independent and safe unobtrusively. With sensors under ...

Human rights groups are increasingly getting shut down by distributed denial of service (DDoS) and other cyberattacks, according to a report from Harvard University's Berkman Center for Internet & Society. The center reported that 280 independent media and human rights websites were hit by 140 attacks between September 2009 and August 2010 Only...

Let the exceptions and exemptions begin, Net neutrality critics cry, as the Federal Communications Commission's newly approved rules take effect for all but a chosen few -- mobile broadband providers, that is, with a Google-Verizon pact taking the lead. Striking similarities between the FCC ruling and an August 2010 Google-Verizon proposal to the ...

Microsoft may unveil a version of its Windows operating system that runs on the ARM chip platform at the Consumer Electronics Show to be held in Las Vegas in Jan., according to Bloomberg The report cited two unnamed sources who said the software will be tailored for battery-powered devices such as tablet computers and other handhelds....

In the rush to Facebook, marketers are discovering that different kinds of content drive different kinds of results -- and different social networks respond in different ways. It was not that long ago that the experts warned that brands could not "sell" in social media, that the audience would rebel, and that social media efforts would fail. We have learned, however, that when done correctly, it absolutely is possible to promote goods and services to online fans and friends.

"Call rewrite!" That's what they said in the olden days on movie sets when the script needed doctoring. It's also what the technology industry metaphorically does about every 10 years. ...

Desktop and laptop computers are great tools for organizing our worlds of things and ideas. The FOSS world of Linux applications offers perhaps more choices for cataloging and categorizing our collections than any other platform. This week's Linux Picks focuses on applications to help you track your stuff. The software handles a variety of both material and intellectual collections...

I wasn't quite sure what to think when I first heard Time magazine had named Facebook founder and CEO Mark Zuckerberg its Person of the Year for 2010 As I've previously confessed, I have not joined the half a billion people who are making friends and playing virtual games on Facebook. I do realize, however, that any platform that can attract that m...

The U.S. Securities and Exchange Commission has apparently opened an inquiry into former HP CEO Mark Hurd's sudden departure from the company last August. The SEC is looking into whether Hurd leaked information about HP's planned US$13.9 billion acquisition of Electronic Data Systems to Jodie Fisher, an HP contract event coordinator, according to media reports...

By a 3-2 vote Tuesday, the Federal Communications Commission approved a sweeping new Internet regulatory framework commonly referred to as "Net neutrality rules." Long-winded monologues filled with references to innovation, transparency, freedom -- and staff kudos -- kept commission members talking for well over an hour, as they took to their resp...

Microsoft launched an HTML5 laboratory for developers on Tuesday. The company intends the project to be a site where Redmond prototypes early and unstable Web standard specs from standards bodies such as the W3C and shares them with the developer community One reason for establishing the lab could be that Microsoft wants to leverage its strong rela...

In the movie "The Social Network," the Zuckerberg character keeps insisting to his marketing director that selling advertising on the site would make Facebook uncool. Six years later, we've grown accustomed to advertising on Facebook. Now, Zuckerberg's team is ready to take the commercialization of Facebook a step further, opening the doors for full e-commerce...

CIOs are increasingly looking to move to the cloud to cut equipment and staffing costs. However, moving to the cloud can often be a difficult transition. It's not just a question of picking up your systems and going; enterprises need to do thorough and careful planning They must rethink their existing approaches to IT and mustn't assume that cloud-...

There are two types of behavioral analytics. The first kind is "aggregate" analytics. This is what you can see when pulling reports from an Omniture or Webtrends. It shows you things like how many impressions, how many pages viewed on your website, which pages are most popular, or even the path a prospect takes while reviewing your site. It can al...

In terms of tablet market share, Android tablets will be running a close second to the iPad within two years, according to Piper Jaffray analyst Gene Munster While the iPad will have 44 percent of the market, Android tablets will have 39 percent, Munster reportedly predicted....

Skills develop with practice and repetition. It's true of anything, from playing the piano to driving a car. In any endeavor, the way to get better is to practice. Attempt the activity again and again, learning from mistakes made along the way "Practice makes perfect" -- that's not a way we usually think about information security; instead, we us...