Recently in CRM Category

Adobe Systems Incorporated announced the immediate availability and free trial of its new Adobe Digital Enterprise Platform and first set of solutions for Customer Experience Management (CRM). The Adobe Digital Enterprise Platform, first unveiled in June, is an open, modular, standards-based offering for delivering engaging digital solutions across social, Web, mobile, and print channels. The platform includes integration with the Adobe Online Marketing Suite to optimize digital marketing campaigns and personalize digital experiences across all marketing, sales and service delivery channels. In addition, integration with Adobe Flash Builder(R) 4.5 and Flex 4.5 helps enterprise IT organizations build highly expressive mobile applications for Android devices, BlackBerry PlayBook, iPhone and iPad. Built on the Adobe Digital Enterprise Platform, an initial set of the company's Customer Experience Solutions are available now: Integrated Content Review; Web Experience Management; and Customer Communications. http://www.adobe.com/uk/solutions/customer-experience/enterprise-platform.html

Cloud-based software maker Salesforce.com said it will buy privately held Radian6 for $326 million in cash and stock to add to its social-media monitoring products. Radian6 makes products that monitor conversations on social media sites, allowing companies to gain real-time insights on customer trends. Salesforce.com said the combination will enhance its cloud offerings and help it integrate conversations on social media sites into its corporate social network - Chatter. Radian6, based in Fredericton, New Brunswick, Canada, was founded in 2006 and had over 120 employees as of June last, according to the firm's website. www.salesforce.com/ http://www.radian6.com/

Attensity, the provider of text analytics solutions for Customer Experience Management (CEM), announced a new Telecom Industry Solution that offers the ability to analyze and act on customer conversations. The new offering is the first in a series of industry-specific solutions designedfor Attensity customers to implement the company’s customer analytics and engagement applications. The new module enhances Attensity’s multi-channel analysis and listening products, Attensity Analyze & Respond, by using thousands of telecom-specific customer data points to create category sets, topics, reports and dashboards tailored for telecom business users. Available immediately, the Attensity Telecom Industry Solution extracts specific terminology and issues that aid with analysis and categorization on numerous topics: Buzz Analysis; Sentiment Analysis; Product Quality, Customer Service and Safety Issues; Churn Analytics; New Product Launch Monitoring; Marketing Campaign Tracking; Competitive Analytics; Survey Analytics; Product Innovation, Suggestions Tracking; Customer Behavior and Preference Profiles; Customer Demographics; and Customer Engagement Response Queues. The industry-rich category sets enable users to augment and modify packaged categorization to meet their specific business needs. The solution also enables users to run analysis in many third-party business intelligence applications as well. http://www.attensity.com/

Salesforce.com, the enterprise cloud computing company, announced it has completed its acquisition of Dimdim for approximately $31 million in cash, net of cash acquired. Founded in 2007, Dimdim has created real-time communication technologies such as presence, messaging and screen sharing. With the acquisition, salesforce.com gains Dimdim’s real-time communication technologies, along with a team of developers experienced in building cloud-based collaboration services. Salesforce.com will use the acquisition to bring new real-time communication capabilities to the Chatter collaboration platform, mirroring the proven Facebook model of combining collaboration and communication into an integrated service. Salesforce.com envisions a new generation of cloud computing- one that is inherently social, mobile and real-time. By offering an integrated collaboration and communication platform, the company believes it will drive greater Chatter adoption, increase customer loyalty and differentiate its portfolio. http://www.salesforce.com/ http://www.dimdim.com/

Laserfiche announced the availability of a prepackaged integration with salesforce.com designed specifically for Registered Investment Advisors (RIAs). By integrating Laserfiche enterprise content management (ECM) with their CRM systems, RIAs improve client service, enhance employee efficiency and facilitate compliance. Available as both a Web-based and a desktop solution, Laserfiche ECM includes: Document imaging capabilities that enable advisory firms to go paperless; Records management automation aimed at lowering the cost of compliance; DoD 5015.2-certified security features that protect confidential client information; Auditing and reporting capabilities that monitor all system activity; Workflow functionality that enables advisors to automate standard business processes; as well as a Windows-like interface that minimizes user training and improves productivity. http://www.laserfiche.com/

Open Text Corporation has announced an expanded family of social media offerings aimed at enabling businesses to apply social media to solve business challenges.  Open Text aims to help drive productivity within the enterprise with social media solutions that let users create profiles, follow co-workers and generate news feeds, or collaborate on projects.  With the new and enhanced capabilities, attention was paid to ease of use for business users and application to real challenges, along with continued full support for Open Text’s core competence in information governance and control.  Offerings now include: Open Text Social Communities – Formerly Vignette Community Applications and Services, Open Text Social Communities is an enterprise social media solution for engaging with customers, employees, and partners. As part of a broader marketing and CRM strategy, social media can give companies greater market insight, improved market engagement and, more importantly, significant improvements in customer satisfaction and retention. Enhancements in the latest release support rapid creation of socially enabled websites along with social microsites that combine Web 2.0 functionality, with analytics and social search. Now part of Open Text ECM Suite, Open Text Social Communities consolidates social applications, such as video galleries, photo galleries, slideshows, comments, ratings, forums, blogs, wikis, download management, event management, and idea management with user profiles, microblogging, social bookmarking, and group and moderation support. http://www.opentext.com

Attensity Group, an enterprise social software developer, announced the execution of a definitive agreement to acquire Biz360 Inc., a provider of social media monitoring and market intelligence solutions. The enhanced Attensity platform is designed to enable customers to listen to, analyze, and take action with their customers through an integrated application. The platform is also ment to serve social knowledge into corporate knowledge-bases. Attensity offers applications geared for email, CRM notes, survey responses, documents, news, web forums, communities, blogs, micro-blogging, and social sites. By joining the capabilities of Biz360 with those of Attensity, the company hopes to better enable enterprise users to participate, respond and engage in these customer conversations. The acquisition also brings a SaaS-based application for organizations to monitor, track and analyze these conversations – now called Attensity360. http://www.attensity360.com/

Attensity Group announced the release of Attensity Analyze for VoC Community Advantage. It is their latest tool for finding and mining customer conversations in emails, web forums, surveys, CRM notes, and other sources. Attensity's VoC solutions convert the text of first-person customer feedback into  Intelligence with dashboarding capabilities aimed at revealing sentiments and trends. Attensity Analyze for VOC Community Advantage is a hosted solution designed to help gain insight in customer communities. It will be offered for a fixed per-month price. Using Attensity's Dynamic Text Profiling, Attensity Analyze for VOC mines and "reads" customer communities and other content  to provide visibility. http://www.attensity.com

Clarabridge announced the general availability of Clarabridge Enterprise 4, which adds numerous ease of use and back-end enhancements. Clarabridge Enterprise 4 includes the addition of an Ad-Hoc Uploader, upgrades to the Natural Language Processing (NLP) and Sentiment Engines, new collaboration tools in the Classification Suite and built-in Early Warnings and Alerts. Sentiment Engine Upgrades: clause-based sentiment and classification, along with a multitude of core engine enhancements; as well as added support for classifying data in foreign languages. Classification Templates to provide quick-start templates for analysts developing category models. Collaboration changes such as locking of models to prevent changes, rule history and roll back functionality, color-coding as a visual aid for maintaining models, and a preview feature. Early Warnings & Alerts: statistical warning and alert engines aimed at helping users proactively address customer experience issues by alerting them to anything that exceed defined thresholds. Ad-Hoc Uploader: The Ad-Hoc Uploader is designed to upload feedback sources for analysis directly from browsers. http://www.clarabridge.com/