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			RealMarket Live! - Webcasts ON DEMAND
		"Making the Contact Center, Back Office Connection"    Companies are beginning to understand the relationship between their contact centers and back office operations like order entry, order fulfillment, and billing among others. They are looking at the root-cause of what is driving call volumes, and in many cases have found errors in their own back office operations! Because of this they are extending the quality assurance concept that has been in their contact centers for some time now to the back office with dramatic results. Learn how you can do the same thing. (Listen Now)   Must-Hear for:    Contact center manager, chief customer officiers, business process specialists What you will learn:    How to improve corporate efficiencies while optimizing customer service. Featured Expert(s):    Oscar Alban, Principal, Market Consultant, Witness Systems
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Voice Automation Provides Alternative to Call Center Offshoring
The results of a new study published show that UK management is turning against the trend to relocate call center work to countries with lower operating costs, such as India, South Africa and The Philippines. Commissioned by Intervoice, a provider of converged voice and data solutions, the research, "Offshore or Off-Target: A Future for UK Call Centers", supports other recent studies that have shown that customers are increasingly disenchanted with the service they receive from offshore call centers.

Intra Call Center Deploys Nortel IP Solutions
Intra Call Center has deployed Nortel Networks solutions for its new contact centre in Lyon. IP Contact Centres provide Intra with flexibility in terms of voice/data convergence, remote administration and the possibility to upgrade, which is of particular interest due to the current infrastructure spanning two sites and future development projects.

Tufts Health Plan Chooses IntelliCare
IntelliCare announced it was chosen by Tufts Health Plan to deliver nurseline services to employees of the Commonwealth of Massachusetts that join Navigator by Tufts Health Plan. Commonwealth of Massachusetts employees will have access to the following IntelliCare services: 24 x 7 access to Registered Nurses for medical triage and health questions; and access to IntelliCare's Audio Health Library.

			Required Reading
		CRM Cannot Stand Alone    CRM is as an organizational business strategy that deals with people issues, organizational mindset towards customers, and overall company philosophy. It is crucial to view CRM as an integral part of the entire organizational-process pool. more >>
Archive of past Required Reading articles

• Conexio Acquires Enterprise Computer Solutions - ECS is the 2003 "Top HEAT Premier Partner" for FrontRange Solutions, while Conexio is one of the top GoldMine partners. The merger was orche . . . more >>
• RightNow Customer Skechers Honored - RightNow announced its customer, Skechers U.S.A., was selected as a finalist for two awards at Retail Systems 2004/VICS Collaborative Commer . . . more >>
• IBM and Chordiant Showcase Integrated Insurance Solution - Chordiant announced that it has teamed with IBM to showcase their joint insurance solution at the ACORD LOMA Information Systems Forum. Chor . . . more >>
• DataDelta Intros CDI Tool - DataDelta launched a tool for analyzing Business Rule Butterfly-Effects - the key to Customer Data Integration (CDI) for building accurate " . . . more >>
• Erdgas Sudsachsen Delivers with Siebel Energy - Siebel announced that Erdgas Sudsachsen is delivering excellent customer service using Siebel Energy. Siebel Energy includes embedded best p . . . more >>
• Lufthansa WorldShop Goes Live on Blue Martini - Blue Martini announced that Lufthansa WorldShop, a subsidiary of the Lufthansa Group, is now using Blue Martini to power its multi-channel b . . . more >>
• ProfitLine Uses Business Objects to Help Fortune 1000 - ProfitLine, which provides an outsourced solution for telecom expense management, uses Business Objects products to analyze every phase of c . . . more >>
• O2 Using Microstrategy - MicroStrategy announced that German mobile telecommunications provider O2 is using the MicroStrategy Business Intelligence Platform. A cust . . . more >>
• Tosoh Finds Trends Using Scribe Insight - Scribe Software announced the completion of a case study for the successful implementation of its Scribe Insight for SalesLogix product at T . . . more >>
• UNICEF Selects Kintera for Website Redesign - The United States Fund for UNICEF selected online solutions provider Kintera to redesign and launch its new interactive Content Management S . . . more >>

Stock Index
RealMarket	38.36	0.15%
Stock Index:	Tell me more
Dow Jones	10,188.45	-0.16%
Nasdaq	1,986.74	0.11%
S&P 500	1,120.68	-0.05%
Amdocs	24.68	-0.03
APAC	2.23	0.17
Apropos	4.02	-0.09
Ask Jeeves	40.4	1.22
Aspect	12.85	0.14
Astea	10.41	2.03
ATG	1.37	0.04
AVAYA	15.83	0.45
Blue Martini	4.49	0.16
Broadvision	3.46	0.05
chinadotcom	7.24	0.09
Chordiant	3.87	-0.07
ClickSoftware	2.45	0.05
Convergys	14.68	-0.01
E.piphany	4.7	0.05
eLoyalty	6.33	0.32
Epicor	13.35	0.15
eOn	1.97	0.07
FirstWave	2.99	-0.06
Group 1	22.86	-0.06
HP	21.24	0.1
ICT Group	11.44	-0.02
Interact Intell	5.7	0.14
Interv Brite	14.01	0.06
KANA	2.82	-0.02
LivePerson	3.28	-0.21
NCR	48.24	0.41
NICE	21.96	0.19
Onyx Software	3.85	0.05
Oracle	11.4	-0.08
Pegasystems	8.51	-0.09
PeopleSoft	17.88	-0.03
Primus	2.13	-0.02
Rainmaker	2.04	-0.01
SAP	40.4	0.16
Selectica	4.44	0.14
Sento	7.7	-0.43
ServiceWare	0.6	0
Siebel	10.82	-0.13
Sitel	3.13	-0.02
SPSS	16.65	-0.5
SupportSoft	9.82	-0.17
Sykes	6.21	-0.14
Tekelec	16.62	0.07
Teletech	7.52	-0.14
Verint	30.77	0.85
Vignette	1.65	-0.07
ViryaNet	4.74	0.05
West Tel	25.84	-0.01
Witness	14.41	0.96
As of close 05/28/04