News

Viralheat links social analytics platform to Salesforce Desk.com

BY Dan Berthiaume

San Mateo, Calif. – Social media monitoring and management software provider Viralheat is adding integration with the Salesforce Desk.com customer support app to its analytics platform. Viralheat is designed to allow businesses to perform all of their social content needs within a single social management platform.

The integration allows businesses to connect their Desk.com account with Viralheat to create and manage support tickets for mentions on multiple social accounts, as well as facilitate the online conversations through allowing representatives to respond directly to the user. The integration also includes the ability to take an online mention and automatically create a case in Desk.com with the option to assign a priority level or send it directly to a designated sales or support associate in Sales Cloud teams."

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DMI acquires KnowledgePath

BY Dan Berthiaume

Bethesda, Md. – Enterprise mobile and Big Data solutions and services vendor Digital Management Inc. (DMI) has acquired KnowledgePath, a provider of mobile and omni-channel commerce solutions. With the addition of KnowledgePath, DMI offers an integrated solution set for enterprise mobility, Big Data, mobile and e-commerce.

DMI solutions integrate mobile strategy, user experience design, mobile application development, secure mobile and e-commerce, managed mobility services and Big Data analytics to help retailers drive revenue, activate alternate channels, improve customer relationships and increase productivity. KnowledgePath multichannel commerce solutions combine mobile commerce, mobile-enabled e-commerce and in-store mobile solutions, such as mobile POS and mobile clienteling.

KnowledgePath also integrates front-end commerce with back-end financials, warehouse management systems, CRM, inventory and ERP systems, unifying all product, customer and order/transaction data across all consumer sales channels to deliver a personalized shopping experience.

“According to Forrester, mobile commerce is expected to grow to $31 billion by 2016; that’s roughly 10% of the overall $300 billion ecommerce market,” said Jay Sunny Bajaj, president and CEO of DMI. “Today, enterprises understand that commerce is multichannel. This requires an integrated approach that combines mobile strategy, user experience design, secure mobile and Web commerce, Big Data integration to drive personalization, and secure management for devices, apps and data. Adding KnowledgePath to the DMI family places us in a position to offer our customers the only integrated solution that effectively addresses all these needs.”

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OPERATIONS

Michaels reveals breach details; 2.6 million cards affected

BY Katherine Boccaccio

Irving, Texas — Three months after the country’s largest arts and crafts chain revealed that its namesake and subsidiary stores had been hacked in what promised to be a major payment card security breach, Michaels Stores revealed late Thursday that 2.6 million cards were likely affected in the attack.

The data breach, which occurred between May 8, 2013 and Jan. 27, 2014, affected about 7% of all debit credit cards used at its namesake stores, said Michaels; its subsidiary Aaron Bros. had about 400,000 cards potentially affected across 54 of its stores.

The retailer was quick to point out that the security breach has been contained. It said that it has received “limited” reports of fraudulent payment card use, and that it is providing free fraud assistance, identity protection and credit-monitoring services to impacted customers.

The compromised data includes customer information such as payment card numbers and expiration dates. According to Michaels, there is no evidence that other personal information such as names, addresses or PIN numbers have been tapped.

"Our customers are always number one priority and we are truly sorry for any inconvenience or concern Michaels may have caused," said Chuck Rubin, CEO of Michaels, in a statement.

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