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RealMarket Live! - Webcasts ON DEMAND |
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"Delivering Optimized Customer Service with IP Telephony and Interaction Recording"
This presentation discusses the generic benefits of deploying IP telephony in an enterprise, and focuses on the incremental features and benefits that an IP telephony recording solution can deliver to an organization. The presentation will show how IP Telephony interactions and workflows can be cost effectively recorded inside and outside the contact center, integrated with the existing office infrastructure, and shared across the enterprise in real time in order to help deliver optimized customer service.
(Listen Now)
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Must-Hear for:
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Anyone considering IP infrastructures for the contact center
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What you will learn:
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How to leverage cost and flexibility advantages of IP-enabled capabilities for the contact center and the enterprise.
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Featured Expert(s):
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Nick McLean, Product Marketing Manager, Witness Systems
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Archive
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syndicate RealMarket Live! on your web site |
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Charles Isaacs Joins KANA as CTO
KANA announced that Charles Isaacs has joined the company as chief technology officer (CTO). In this role, Mr. Isaacs will be responsible for the company's product strategy and vision leveraging his years of experience in building knowledge-powered customer service solutions. Mr. Isaacs has more than 20 years of experience in the industry, and was most recently CTO at Primus Knowledge Solutions.
The Regence Group Improves Service Quality With Aspect
Aspect Communications announced that The Regence Group reports that using an Aspect solution has enabled it to make great strides toward reaching business goals that rely on high customer satisfaction. Regence needed to collect immediate, raw feedback from customers that could be acted upon quickly. Using Aspect's IVR software, Regence developed an innovative contact center application that lets customers record private, post-service feedback.
Rural/Metro Selects Business Objects
Business Objects announced that Rural/Metro Corporation has selected Business Objects as its enterprise business intelligence standard. Rural/Metro chose Crystal Enterprise from Business Objects, citing product maturity and ease of use as the main factors in its decision. Rural/Metro will use Business Objects to analyze financial, human resource, and dispatch data to track, understand, and manage enterprise performance.
Direct Energy Selects Centergistic
Direct Energy has selected the Centergistic Solutions AgentView Enterprise Performance Management software along with high definition displays from Trans-Lux for installation at their Toronto, Ontario contact center. The AgentView/Trans-Lux solution will provide performance visibility for the 24-seat center.
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Required Reading |
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Five dirty little secrets of CRM
Everything is not as it seems, particularly in the world of CRM.
With all the well-publicized stories of failure, the vendor-sponsored studies that show the critical importance of the vendor's products and boastful claims about CRM, it can be easy to get misled. SearchCRM.com asked several analysts to weigh in on some of the misconceptions they've seen or heard from clients and vendors. Here are a few of CRM's "dirty secrets."
more >>
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Archive of past Required Reading articles |
- Edify Introduces Comprehensive Licensed Speech Application For Banking Institutions - Edify Corporation introduced Edify Voice Banking, a fully licensed software application that enables banking establishments to automate cust . . . more >>
- Empirix Launches Solution - Empirix launched a new solution to help companies manage and improve the performance of Cisco Intelligent Contact Management (ICM) componen . . . more >>
- Symantec Launches noHold Online InstantSupport Solution - noHold announced that Symantec selected noHold's InstantSupport. A customer since 2002, Symantec uses InstantSupport to strengthen the custo . . . more >>
- SER Announces New Release - SER Solutions announced the newest version of its flagship outbound call management solution, Call Processing System, CPS 8.0. The latest re . . . more >>
- SilkRoad Introduces Audio/Video Chat Solution - SilkRoad technology announced the launch of a full-fledged audio and video conferencing extension to its ChatBlazer enterprise-class chat/in . . . more >>
- Unveil Announces Version 2.0 of Its Conversation Manager - Unveil Technologies announced version 2.0 of its Unveil Conversation Manager. Unveil Conversation Manager is voice application software that . . . more >>
- Iusacell, Nortel Networks Deploy VoIP Network in Mexico - Grupo Iusacell S.A. de C.V. and Nortel Networks have completed deployment of a voice over Internet Protocol (VoIP) core network to support t . . . more >>
- 71% of Nonprofits Do Not Use A Single, Online Database to Manage Donor and Supporter Relationships - Nonprofits must track a variety of contact information to effectively manage online activity with regard to donors and volunteers. Yet a re . . . more >>
- Independent Research Firm Gives RightNow Top Scores - RightNow Technologies announced RightNow was among the select companies that Forrester invited to participate in its eService TechRankings. . . . more >>
- Apex IT Implements PeopleSoft Enterprise CRM - PeopleSoft announced that Apex IT implemented PeopleSoft Enterprise Customer Relationship Management (CRM) 8.9 Sales in less than six weeks. . . . more >>
- Courion Customer To Deliver Case Study - Courion announced that its customer, Children's Hospital Boston will deliver a case study presentation featuring its self-service identity m . . . more >>
- SupportSoft CEO Chairs Panel - Radha Basu, chairman and CEO of SupportSoft, will chair a panel discussion on "Broadband Futures, Realizing the Vision" at the Broadband Wor . . . more >>
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| Stock Index |
| RealMarket |
38.01
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1.38%
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| Stock Index: | Tell me more |
| Dow Jones | 10,244.49 | 0.13% |
| Nasdaq | 1,904.08 | 0.40% |
| S&P 500 | 1,123.50 | 0.28% |
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| Amdocs | 22.74 | 0.34 |
| APAC | 1.61 | -0.01 |
| Apropos | 3.23 | -0.01 |
| Ask Jeeves | 31.3 | 1.18 |
| Aspect | 9.59 | 0.33 |
| Astea | 6.68 | 0.27 |
| ATG | 1.08 | 0.02 |
| AVAYA | 13.85 | 0.7 |
| Blue Martini | 2.73 | 0 |
| Broadvision | 3.03 | 0.09 |
| chinadotcom | 5.2 | 0.1 |
| Chordiant | 2.54 | -0.06 |
| ClickSoftware | 1.95 | 0.13 |
| Convergys | 13.01 | 0.04 |
| E.piphany | 3.92 | 0.04 |
| eLoyalty | 6.03 | -0.04 |
| Epicor | 13.06 | 0.31 |
| eOn | 1.05 | 0.03 |
| Firstwave | 1.49 | 0.01 |
| HP | 18.22 | -0.06 |
| ICT Group | 7.41 | 0.38 |
| Interact Intell | 3.77 | -0.03 |
| Interv Brite | 9.17 | 0.1 |
| KANA | 1.65 | -0.04 |
| LivePerson | 3.49 | 0.13 |
| Motive | 10.78 | -1.05 |
| NCR | 48.15 | 1.06 |
| NICE | 22.76 | 0.18 |
| Nortel Networks | 3.5 | -0.3 |
| Onyx Software | 3.49 | 0.01 |
| Oracle | 11.23 | -0.1 |
| Pegasystems | 7.17 | 0.35 |
| PeopleSoft | 19.52 | 0.15 |
| Primus | 1.35 | 0.06 |
| Rainmaker | 1.75 | -0.02 |
| RightNow | 12.3 | 0.75 |
| salesforce.com | 16.26 | -0.08 |
| SAP | 39.11 | 0.21 |
| Selectica | 3.63 | -0.05 |
| Sento | 6.45 | 0.15 |
| ServiceWare | 0.45 | 0.05 |
| Siebel | 8.11 | 0.17 |
| Sitel | 2.31 | -0.07 |
| SPSS | 13.72 | 0.17 |
| SupportSoft | 9.85 | 0.16 |
| Sykes | 4.8 | 0.23 |
| Tekelec | 18.48 | 0.16 |
| Teletech | 9.47 | -0.03 |
| Verint | 35.05 | -0.06 |
| Vignette | 1.41 | 0.06 |
| ViryaNet | 2.78 | -0.4 |
| West Tel | 28.82 | 0.76 |
| Witness | 14.98 | 0.36 |
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| As of close
09/16/04
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RealMarket Resource Center |
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Resource
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Description
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Events:
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The 6th Annual Conference for Help Desk Professionals -
This event is dedicated to the advancement of the Technical Support Professional. The program will feature the industry's top speakers who will share with you current trends, templates and hands-on experiences that you will be able to bring back to your organization and implement immediately. Our focus with this event is on you and your ability to experience: Education and hear fresh, advanced ideas that you can use immediately; Companionship with colleagues and friends that you will never forget; Motivation both personally and professionally; and Inspiration to be all that you can be.
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Training:
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Learn one-to-one strategy -
Receive online
training for one-to-one CRM implementation strategies from the experts.
Now you can get the experience and expertise
of Peppers and Rogers Group Consulting without ever leaving your office.
This interactive Web-based training program combines the value of Peppers and
Rogers Group's live training with the convenience of the Web . . .
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
more >>
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Evaluate:
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The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
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Career:
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Find or fill a CRM job -
Resources for posting or searching jobs in
sales, support, call centers, marketing, etc.
more >>
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Other:
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Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
more >>
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