There’s been lots going on in what Forrester calls the “interaction-centric customer service vendors”. These are the vendors that manage the high-volume, transaction-oriented relationships – those often encountered in B2C environments, over the multiple communication channels (email, chat, social, phone etc) that exist today. RightNow announced their RightNow’s CX for Facebook app, eGain also solidifies its social footprint by announcing its Social Experience Suite, Inquira has heavily invested in their partnership with Oracle, to provide knowledge capabilities to the Siebel CRM product line, nGenera has renamed themselves as Moxie Software and refocused their efforts on providing a unified social solution within (ie for employees) and outside (ie partners and customers) the enterprise, Oracle announced its CRM On Demand Release 18 at Oracle Open World 2010, which integrates Oracle’s Market2Lead acquisition, made in May of this year. A post by Forrester’s Kate Leggett, on “Kate Leggett’s blog.” For more articles about a related topic, see also InsideView Named Innovative Software Company to Watch and Top 50 Social CRM Experts.
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