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"Making Self-Service Make Sense"
Self-Service is causing sweeping changes in the way customer support is delivered over the web and in the process causing the economics of support to fundamentally shift. This evolution in the external support world means the long-term success of internal Help Desk self-service is no longer a question of "if" but simply "when". Internal Help Desk managers need to understand both the economic drivers and the historical barriers to self-service adoption as well. Join us for a discussion of "Self-Service won't work here..." and other modern myths. We will also discuss the tools and technology that are ready for prime time and, in the process, we will present a framework that you can use to create a coherent, logical self-service strategy for your own organization.
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Terry Hinge & Hardware Chooses Siebel CRM OnDemand
Siebel Systems announced that Terry Hinge & Hardware, global manufacturer, importer, and distributor of hardware component parts, has deployed Siebel CRM OnDemand. Siebel CRM OnDemand is helping Terry Hinge & Hardware monitor and improve its sales processes, resulting in shorter sales cycles and an increase in sales revenues.
Ceonex Doubles Web-generated Sales Leads for Berkshire Life
Berkshire Life Insurance Company of America has doubled the sales leads generated from its website, as a result of a redesign conducted by Ceonex. Berkshire Life asked Ceonex to help solidify its brand message, and Ceonex's first recommendation was to strengthen the focus on customer conversion. Among the several steps to achieve this goal, the first and most important was to create a positive emotional impact on viewers; improving navigation and other usability issues were also critical.
Genticity And NetReflector Announce Product Integration
Genticity and NetReflector announce the integration of NetReflector's customer satisfaction measurement capabilities into Genticity's Customer1 V2.21 at CMP's ACCE Conference. At booth # 219, both companies will be demonstrating how combined customer feedback from NetReflector's integrated online survey application InstantSurvey and internal call performance metrics from Genticity's Customer1 help corporations make better-informed business decisions by getting a true, balanced picture of their contact center effectiveness. Armed with that knowledge, managers can train their agents to deliver quality service during every single customer interaction, and ultimately enhance customer satisfaction and loyalty, increase profitability and streamline operational costs.
Blockade Announces Extended Partnership Agreement With VASCO
Blockade Systems and VASCO Data Security International have extended their partnership to provide complete product integration and co-selling and marketing of the combined security solution. The integrated solution has been delivered to a number of Financial Institutions to manage access to both internal IT infrastructure and business applications.
OneSource Information Services Enhances Business Browser
OneSource Information Services announced enhancements to its Business Browser product offering, the company's flagship business information solution. Improvements include the availability of international segment reports, more detailed financial analyst reports, enhancements to the Business Browser customized reporting capabilities, and new screening and reporting functionality based on the North American Industry Classification System (NAICS).
NICE Recognized as Leader in the Quality Management Market
NICE Systems announced that it has been singled out as the global quality monitoring industry leader with 34.7% of the market worldwide. NICE also leads the combined software and hardware market worldwide with 41.1% market share - twice as much as its closest competitor.
Hong Kong Call Centre Association Standardizes On CIAC Certification
The Call Centre Association of Hong Kong has partnered with OmniTouch Pte Ltd, a CIAC Training Partner, to provide CIAC Certification training and testing to call centre organizations and professionals in Hong Kong. This will be the first availability of CIAC Certification in Hong Kong. CIAC Certification is a recognized standard credential for call centre professionals in North America and is gaining acceptance in Asia and other parts of the world.
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| Multichannel Customers Are More Profitable, Analysts Say Multichannel customers in the retail sector are significantly more profitable than single-channel ones, according to a new Aberdeen Group survey. In fact, 60 percent of retailers see more profit from multichannel customers than from their single-channel counterparts. more >> | ||||
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- Genticity Releases New Customer1 Web Self Service - Genticity releases a new Web Self Service application to further compliment Customer1's Customer Care software. The Customer1 Web Self Servi . . . more >>
- Citrix GoToAssist Provides Remote Support - Citrix GoToAssist integration services from Citrix Online make it easier and more efficient for contact centers and help-desk organizations . . . more >>
- Medical Technology Leader Sysmex Selects Metrix - Metrix announced that it has expanded its fast-growing customer base to include Sysmex. Sysmex America has purchased the Metrix 4e ProductSe . . . more >>
- SPSS Announces New Version of Premier Statistical and Data Management Software - SPSS announced the availability of SPSS 13.0 for Windows and SPSS Server 13.0 for Windows. The latest version of SPSS, developed based on di . . . more >>
- IEX Expands European Sales - IEX Corporation announced the expansion of its direct European sales force into the German market. The expansion of the sales force coincide . . . more >>
- DoubleClick Announce Enterprise Marketing Solutions Group - DoubleClick announced that it has formed an Enterprise Marketing Solutions group, which is marked by upgrades and integration of the DoubleC . . . more >>
- Local Government Authorities Select BT, Nortel Networks to Deliver Converged Networks - BT has been awarded three separate contracts to provide converged Internet Protocol (IP) telephony solutions from Nortel Networks for South . . . more >>
- M-Tech Enters Common Criteria Certification - M-Tech Information Technology announced that their product suite has entered testing for Common Criteria security certification. Validation . . . more >>
- Nucleus Research Awards RightNow - RightNow Technologie announced an independent report from Nucleus Research has ranked it superior to all its competitors in delivering retur . . . more >>
- Cox Communications and SupportSoft to Discuss Solutions - SupportSoft together with Cox Communications will deliver a presentation on how automation technologies can offer an exceptional broadband c . . . more >>
- AspenTech Earns SCP Certification - Aspen Technology announced that its Global Customer Support & Training group had achieved certification under the Support Center Practices ( . . . more >>
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| Nasdaq | 1,896.52 | -1.00% |
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| Amdocs | 22.43 | -0.33 |
| APAC | 1.62 | -0.03 |
| Apropos | 3.24 | -0.15 |
| Ask Jeeves | 30.15 | -0.31 |
| Aspect | 9.25 | -0.15 |
| Astea | 6.41 | -0.1 |
| ATG | 1.06 | 0.01 |
| AVAYA | 13.14 | -0.51 |
| Blue Martini | 2.65 | -0.08 |
| Broadvision | 2.93 | -0.09 |
| chinadotcom | 5.1 | -0.14 |
| Chordiant | 2.58 | -0.11 |
| ClickSoftware | 1.8 | 0.08 |
| Convergys | 12.91 | -0.29 |
| E.piphany | 3.85 | -0.09 |
| eLoyalty | 6.07 | 0.03 |
| Epicor | 12.76 | -0.36 |
| eOn | 1.02 | 0.01 |
| Firstwave | 1.45 | -0.01 |
| HP | 18.26 | -0.14 |
| ICT Group | 7.08 | -0.2 |
| Interact Intell | 3.8 | 0 |
| Interv Brite | 9.09 | -0.15 |
| KANA | 1.68 | -0.08 |
| LivePerson | 3.35 | 0.04 |
| Motive | 11.83 | -0.16 |
| NCR | 47.06 | -0.76 |
| NICE | 22.65 | 0.77 |
| Nortel Networks | 3.81 | -0.21 |
| Onyx Software | 3.48 | 0.07 |
| Oracle | 11.34 | 0.79 |
| Pegasystems | 6.81 | 0.08 |
| PeopleSoft | 19.4 | -0.17 |
| Primus | 1.29 | 0 |
| Rainmaker | 1.77 | -0.08 |
| RightNow | 11.54 | 0.19 |
| salesforce.com | 16.41 | 0.5 |
| SAP | 38.9 | -0.15 |
| Selectica | 3.75 | -0.02 |
| Sento | 6.32 | -0.08 |
| ServiceWare | 0.4 | 0 |
| Siebel | 7.98 | -0.37 |
| Sitel | 2.39 | 0.1 |
| SPSS | 13.66 | -0.82 |
| SupportSoft | 9.71 | 0.09 |
| Sykes | 4.59 | -0.04 |
| Tekelec | 18.34 | 0.61 |
| Teletech | 9.49 | 0 |
| Verint | 35.05 | -0.29 |
| Vignette | 1.36 | -0.08 |
| ViryaNet | 3.18 | 0.08 |
| West Tel | 28.12 | -0.05 |
| Witness | 14.63 | -0.47 |
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| As of close 09/15/04 | ||
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