Dovetail Software

Dovetail Software to give the keynote presentation for DFW-HDI May Chapter Meeting

Dovetail Software — Tue, 11 May 2010 22:14:00 GMT

The Dallas Fort Worth Chapter of the Help Desk Institute has invited Dovetail Software to deliver the keynote presentation for their May chapter meeting. Rusty Coleman, Dovetail’s VP of Sales & Marketing, will deliver the presentation: Aligning Support Process & Software with Customer Communication Preferences.

Details are as follows:

Date: Thursday, May 20, 2010, 1:30 – 4:30

Place: Baylor Hospital

2001 Bryan Street
Dallas, TX 75201

The presentation will cover how customer communication preferences for interacting with support activities have evolved through the years, the need for support organizations to develop a strategy to incorporate these channels, and how support organizations will provide multi-channel communication options for their customers, without creating dedicated support resources to work each channel. The presentation incorporates how support software needs to be capable of working with these various communication channels so all customer interactions are captured within the application, rather than sitting in disparate applications that makes a total view of the support activities difficult.

For more information, please visit the DFW-HDI meeting page here. To register for this meeting, please contact the DFW-HDI here.

Rusty Coleman can be reached via email at rcoleman( at )dovetailsoftware.com regarding this topic and

others.

If you are interested in receiving a copy of the presentation, please contact marketing( at )dovetailsoftware.com and reference this event.

Dovetail CRM 2.0 - Now Available

Dovetail Software — Tue, 27 Apr 2010 17:47:00 GMT

FOR IMMEDIATE RELEASE

Dovetail Software Releases Dovetail CRM 2.0

Austin, TX - April 27, 2010 – Dovetail Software, a leading provider of software solutions and services for the CRM user community, announced today the release of Dovetail CRM 2.0 and its general availability.

Dovetail CRM is a premise-based web application for Customer Service & Support organizations designed to streamline and automate key processes from initial contact through problem resolution for both simple and complex environments. This latest release includes the addition of the following key features:

· SelfService – Empowers customers to create new cases and monitor cases worked on their behalf, via the web.

· Child Cases – Allows for large tasks to be broken into smaller tasks than can be worked in parallel by a team.

· Flashes – Dynamic alerts to indicate a special situation or the need for specialized handling in a specific casework context.

· Administrative Facilities – Enhanced user interface facilities for creating and maintaining business and other rules, and for application configuration.

U.S. Info-Comm, a nationally focused IT services company specializing in communications and data network support and deployment, selected Dovetail CRM 2.0 to replace their Amdocs/Clarify CRM system and worked with Dovetail in the creation of some of the new features in the 2.0 release. Stephen Stark, President of U.S. Info-Comm said, “Dovetail CRM provides us a contemporary web architecture that allows us to streamline and optimize the application to fit our customer service process. Dovetail’s extensive experience working with Clarify and their expertise in the migration of our data to Dovetail CRM 2.0 were also significant factors.”

Dovetail’s CEO, Stephen Lynn, noted, “Dovetail CRM 2.0 is a great example of how we utilize input from our customers to determine future enhancements to our products. We strive to meet the needs of our customers. I am glad we were able to add the functionality required by U.S. Info-Comm as well as many other features requested by our customers.”

About Dovetail Software

Dovetail Software was founded in 1995 to offer value-add solutions to CRM customers. Focusing on Customer Service & Support (CS&S), the Dovetail solution reduces the overall cost and complexity of maintaining service environments. Dovetail solutions enable rapid responses to changing business needs while improving performance, reliability, and extensibility. Dovetail is headquartered in Austin, Texas. To learn more about Dovetail, please visit www.dovetailsoftware.com .

Dovetail Software Attains Gold Certified Partner Status in Microsoft Partner Program

Dovetail Software — Wed, 14 Apr 2010 18:10:00 GMT

Dovetail Software Attains Gold Certified Partner Status in Microsoft Partner Program
Dovetail Further Distinguishes Itself by Earning a Microsoft Competency in ISV/Software Solutions

Austin, TX — April 15, 2010 — Dovetail Software today announced it has attained Gold Certified Partner status in the Microsoft Partner Program for the fifth consecutive year with a competency in ISV/Software Solutions, recognizing Dovetail’s expertise and impact in the technology marketplace. As a Gold Certified Partner, Dovetail has demonstrated expertise with Microsoft technologies and a proven ability to meet customers’ needs. Microsoft Gold Certified Partners receive a rich set of benefits, including access, training and support, giving them a competitive advantage in the channel.

Dovetail Software delivers the next generation CRM solutions for customer service and support. These web-based solutions are easy to customize, highly scalable, and can seamlessly integrate into existing enterprise applications.

“We are extremely pleased to have attained Gold Certified Partner status in the Microsoft Partner Program for the fourth time. This allows us to clearly promote our expertise and relationship with Microsoft to our customers,” said Dovetail Software President and CEO Stephen Lynn. “The benefits provided through our Gold Certified Partner status will allow us to continue to enhance the solutions, services and unequalled customer support.”

“Customers are looking for partner companies that can bridge the gap between their business demands and technology capabilities,” said Allison Watson, corporate vice president of the Worldwide Partner Group at Microsoft Corp. “They need to trust in a company that can act as an expert adviser for their long-term strategic technology plans. Microsoft Gold Certified Partners, which have certified expertise and direct training and support from Microsoft, can build a positive customer experience with our technologies. Today, Microsoft recognizes Dovetail Software as a Gold Certified Partner for demonstrating its expertise in providing customer satisfaction using Microsoft products and technology.”

As one of the requirements for attaining Gold Certified Partner status, Dovetail Software had to declare a Microsoft Competency. Microsoft Competencies are designed to help differentiate a partner’s capabilities with specific Microsoft technologies to customers looking for a particular type of solution. Each Competency has a unique set of requirements and benefits, formulated to accurately represent the specific skills and services that partners bring to the technology industry. Within select Competencies, there are Specializations that focus on specific solution areas that recognize deeper expertise within that Competency. Serving as a specialized path to earning those Competencies, Specializations give direct access to the tools and resources that support that specific area of focus.

Dovetail Carrier and SchemaEditor were tested and awarded the following: Dovetail Carrier earned the Works with Windows Server 2008 R2 and SchemaEditor earned the Compatible with Windows 7certification.

The ISV/Software Solutions Competency recognizes the skill and focus partners bring to a particular solution set. Microsoft Gold Certified Partners that have obtained this competency have a successful record of developing and marketing packed software based on Microsoft technologies.

“Solutions competencies are an important way for Microsoft to better enable ISVs to meet customer needs,” said Walid Abu-Hadba, corporate vice president of the Developer and Platform Evangelism Group at Microsoft Corp. “They allow ISVs to keep and win customers through their deep knowledge of solutions-based Microsoft platform technologies. Microsoft has a long history of working closely with ISV partners to help them deliver compelling solutions and applications to our mutual customers, and the Microsoft Competencies are an important step in continuing to enhance vital relationships with ISVs worldwide.”

The Microsoft Partner Program was launched in October 2003 and represents Microsoft’s ongoing commitment to the success of partners worldwide. The program offers a single, integrated partnering framework that recognizes partner expertise, rewards the total impact that partners have in the technology marketplace, and delivers more value to help partners’ businesses be successful.

Dovetail Carrier earned the Works with Windows Server 2008 R2 certification

Dovetail Software — Fri, 26 Mar 2010 17:30:00 GMT

As a member of the Microsoft Partner Program, Dovetail recently submitted Dovetail Carrier for testing and review.

We are pleased to announce that Dovetail Carrier is compatible with Windows Server 2008 R2.

For more information of Dovetail Carrier, visit the Carrier Product page.

New Product Announcement: Dovetail Carrier

Dovetail Software — Fri, 26 Mar 2010 16:42:00 GMT

Dovetail Software is proud to announce the launch of our newest product offering- Dovetail Carrier.

Carrier is a new messaging platform that replaces Dovetail Email Agent and Clarify eResponse Manager and allows greater versatility and sophistication in the creation of system integrations with Dovetail and Clarify CRM systems.

Carrier’s extensibility is the core of its power, as it was built as a messaging framework designed to be extended easily through plug-in components as business requirements change. Out-of-the-box, Carrier has two extensions, but can be customized for more as your business needs grow and change.

For more information on Carrier, visit the Carrier product information page.

! Upcoming Product Release !

Dovetail Software — Mon, 22 Mar 2010 17:02:00 GMT

Dovetail Software will soon be announcing a new product that will facilitate integration through messaging.

We are excited to say this product will address complex integration issues by providing a standardized mechanism for connecting internal and external systems. Applications for this product will range from basic handling of incoming emails for case updates and other projects to managing complex business workflows based on multiple external inputs.

This announcement will be made first via email. If you would like to be one of the first to learn about this upcoming product release and others, join our mailing list.

Dovetail Software Partner Page on CCNG

Dovetail Software — Wed, 17 Mar 2010 18:28:00 GMT

In 2009, Dovetail began a partnership with CCNG. As a partner, we will work with members of CCNG to provide industry insight, education, and best practices for their call center operations.

Rusty Coleman, Dovetail's VP of Sales and Marketing, delivered our Partner Introduction for CCNG, and you can view it here.

To view this webcast, you do not have to be a member of CCNG.

Upcoming Webinar: Simplified Infrastructure Upgrades for Clarify

Dovetail Software — Mon, 08 Mar 2010 13:45:00 GMT

Webinar Announcement

Simplified Infrastructure Upgrades for Clarify

Dear Friends,

Dovetail will be hosting a webinar that will highlight an alternative approach for completing Clarify infrastructure upgrades. This topic should be of interest to any organization running an older version of Clarify that needs to upgrade their CRM infrastructure. This method allows you to:

Avoid upgrading Clarify (the application itself) while upgrading the database and server OS/hardware
Avoid Amdocs maintenance back payments
Reduce upgrade complexity and cost
Improve performance and supportability system wide

Synopsis

Common amongst organizations that have implemented Clarify over the last 20 years is the tendency to lag behind on the Clarify version they are running. Companies have little incentive to undertake the often forebodingly complex process of a Clarify upgrade because most versions of the application are very stable and the features offered in new versions often don't fit their business.

This creates a problem after a time, of course, when the underlying infrastructure needs to be updated to improve supportability and performance. Since older versions of Clarify are not supported on the newer database versions, organizations are often forced into completing costly upgrades of Clarify just so they can upgrade the underlying infrastructure.

Dovetail believes there is a better way.

Join us to learn more about how your organization can achieve better performance and supportability of your Clarify system with far less effort and cost than the standard approach.

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Topic:

Simplified Infrastructure Upgrades for Clarify

Presenters:

Kent Valentine: Director of Sales
Gary Sherman: VP of Products

Date & Time:

Wednesday, March 10, 2010, 11:30 AM EST

Registration:

Register

Warm Regards,
Kent Valentine
Director of Sales
+1 (512) 610-5445

About Dovetail
Dovetail Software was founded in 1995 to create and market software applications & services for enhancing Clarify CRM. Since that time Dovetail's offerings have expanded to include a complete customer service and support CRM package. Dovetail solutions facilitate rapid responses to changing business needs while improving performance, reliability, and extensibility.

Upcoming CRM Events

Dovetail Software — Mon, 15 Feb 2010 22:37:00 GMT

Dovetail is always staying on top of current events and conferences in the CRM world.

Below is a list of CRM industry events we find interesting. If you have attended any of these events in the past, or plan to attend this year, please add a comment below.

______________________________________________________________________________________________________

Gartner Customer Relationship Management Summit – March 16-17, 2010, London, UK

HDI Conference & Expo – March 16-19, 2010, Orlando, FL

Customer Experience Summit – March 22-24, 2010, Miami, FL

Customer Contact 2010, East – April 18-21, 2010, Marco Island, FL

Customer Executive Forum – April 19-20, 2010, Scottsdale, AZ

9th Annual Government Customer Support Conference & Expo – April 19-21, 2010, Alexandria, VA

Info360 – April 20-22, 2010 Philadelphia, PA

ICMI Symposium – April 20-23, 2010, San Diego, CA

Technology Service World 2010 – May 3-5, 2010 Silicon Valley, CA

CRMC 2010 – June 2-4, 2010, Chicago, IL

ACCE 2010 Conference & Expo – June 14-17, 2010, New Orleans, LA

Call Center Week – June 14-18, 2010, Las Vegas, NV

Gartner Customer Relationship Management Summit – June 28-30, 2010, Los Angeles, CA

CRM Evolution 2010 – August 2-4, 2010, New York City, NY

Customer Experience Exchange 2010 – November 28-29, 2010, Amsterdam

Complimentary Webinar Reminder, Wednesday, Jan. 13, 2010, 11:30AM EST

Dovetail Software — Tue, 12 Jan 2010 23:33:00 GMT

Complimentary Webinar

Delivering Cost Effective Clarify Access Beyond the Support Center

Dear Friends,

Putting Clarify CRM™ in the hands of employees outside of the support center in a cost effective way has traditionally had its challenges: high software license costs, solution and architecture complexity, and difficulty in keeping pace with new technologies to name a few. Most companies have chosen to avoid the matter all together.

Over the past 14 years, more than 100 Clarify customers have come to Dovetail for help in leveraging their Clarify systems in new ways and segments of their businesses. This upcoming webinar details a few ways Dovetail has been helping our customers put valuable customer support information in the hands of anyone, anywhere, and anytime.

Specific topics to be covered are:

UI Considerations for various user profiles such as field service agents, managers, users with limited training, and other occasional users.
Traditional delivery methods and technologies
Using new technologies to improve utility and application life span
Business case examples

Join us to learn more about how it's easier than ever to expand access to your Clarify system and why it should matter to your business.

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Topic:

Delivering cost effective Clarify access beyond the support center

Presenters:

Rusty Coleman: VP Sales & Marketing
Gary Sherman: CTO

Dates & Times:

Wednesday, Jan. 13, 2010, 11:30AM EST

Registration:

Register below by clicking on the date you would like to attend. You will receive an email confirmation with details on how to join the webinar.

Register for Jan. 13