WWWorld.ru · Темы дня · Разделы дня · Интересы дня · 2012 · Свежие новости

In January, Oracle acquired RightNow, a leading cloud-based customer service solution, adding it to the Oracle Public Cloud suite of integrated services. On Thursday, the company announced that the RightNow CX Cloud Service customer experience suite will be integrated with its Fusion CRM Sales. Fusion Customer Relationship Management is part of Oracle Fusion Applications, which also includes Fusion Middleware and Oracle Database. Among other features, Fusion CRM provides a single view of customers across the enterprise, optimizes sales territories and sales incentives, and centralizes order and fulfillment systems. Customer Interaction = Opportunity The combination of RightNow with Fusion, the company said, combines service interactions from RightNow with sales predictions and segmentation capabilities from Fusion Sales. This will help businesses generate cross-channel customer interactions and increase opportunities for revenue and efficiencies. Among other things, the company noted that the integration will allow sales personnel to review service histories as preparation for sales calls, and can provide information about buying habits of customers. Through the integration, products and services can be better matched to customers' service history, customer interactions can be better targeted, and new purchasing opportunities for customers can be more readily identified, the company said. David Vap, Oracle group vice president, said in a statement that every customer interaction is an opportunity to grow the business. He added that "customer trust provides an opportunity to increase customer product adoption and to reduce the cost of customer acquisition," which can increase profitability. Web, Social, Contact Center CX According to an annual survey conducted by RightNow, 86 percent of customers choose not to do business with a company because of a bad experience. A cloud-based solution such as RightNow, according to Oracle, can result in a reduction of up to 30 percent in labor costs, as well as increased customer retention and acquisition. RightNow combines Web, social, and... newsfactor.com »

Comcast has suspended its 250 GB monthly data usage threshold for its Xfinity broadband customers and plans to begin trials of new multi-tiered Xfinity data service featuring a minimum data allotment of 300 GB per month in selected U.S. markets. The nation's largest broadband service provider said the change is being driven primarily by a dramatic rise in demand for data-intensive content such as high-definition video streaming. Comcast said it was immediately ceasing enforcement measures associated with the Xfinity service provider's current 250 GB data usage cap. In other words, excessive data users no longer face having their accounts suspended if they repeatedly exceed their monthly data caps -- at least with respect to the duration of Comcast's coming multi-tier trials. "We've never had any intention to limit the lawful use of the Internet or restrict our customers' ability to view online video," said Comcast Executive Vice President Cathy Avgiris in a blog post Thursday. "The purpose of the usage threshold was simply to ensure that all of our customers were treated fairly and had a consistent and superior experience while using our high-speed data service," Avgiris said. Piloting Two Approaches Comcast said it was still determining trial locations and expected to share more details soon. "We'll be piloting at least two approaches in different markets, and we'll provide additional details on these trials as they launch," Avgiris said. The new trials are expected to offer usage allowances that incrementally increase the user's allotment for each tier of high-speed data service. The new base plans in trial markets will start at 300 GB of data usage per month -- with higher tiers in 50 GB blocks costing an additional $10 per block. Offing more flexible data usage management approaches will "ensure that all of our customers enjoy the best possible Internet... newsfactor.com »

Five top cable-TV providers have banded together to offer Wi-Fi hotspots across the country in a bid to add more value to cable subscriptions amid challenges from a wide range of competitors. By visiting www.cablewifi.com, customers of Brighthouse Networks, Cox Communications, Optimum Online and Xfinity can now find hotspots across the country available with their customer log-in. The CableWiFi network monicker will eventually replace those of the individual cable companies. 'New Era of Opportunity' The coalition members "will allow each other's high-speed Internet customers access to over 50,000 hotspots," the Web site tells visitors. "CableWiFi is the network name created as an extension of the Wi-Fi services offered by the Internet service providers listed here." Wi-Fi searchers can browse the site by specific location (i.e., Grand Central Station), by location type or by city and check for indoor hotspots, outdoor hotspots and partner hotspots. "The way customers are using our service continues to evolve," said Cox Communications COO Jill Campbell in a joint statement issued by all five companies Monday. "This is a new area of opportunity that we need to explore." Rob Marcus, President and COO of Time Warner Cable, added: "We have long been the leading providers of high-speed Internet services in our customers' homes. Through our rollout of Wi-Fi and the benefits of this collaboration we greatly increase the value and reach of our high-speed Internet service, providing access to broadband outside the home and in cities across the country." The new effort expands a 2010 deal between Cablevision, Comcast and Time Warner Cable for sharing Wi-Fi in New York City, Long Island, New Jersey, Philadelphia and Connecticut. "This is critical to stay competitive," said technology consultant Rob Enderle of the Enderle Group. "They have to be able to compete with DSL suppliers who all have cell phone capability as well and allow customers to... newsfactor.com »