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"The Six Sigma Contact Center, Part 1"
Six Sigma is not just for manufacturing. Service organizations including financial, telecom, and healthcare have discovered that Six Sigma brings a process focus to their operations (e.g., improved customer service processes, improved customer-problem resolution, and improved internal support processes). Within these organizations, call centers play a significant role in gathering, aggregating and analyzing voice of the customer data that are crucial to customer centric organizations. Understanding voice of the business and voice of the shareholder data are important for organizations as well since they have a fiduciary responsibility to their shareholders. By using Six Sigma's define-measure-analyze-improve-control process, call centers have been able to reduce errors by improving their accuracy to improve customer satisfaction.
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Cisco IP Voice Helps Bang and Olufsen
Cisco Systems and NetDesign announced a contract with hi-fi specialists Bang and Olufsen to migrate its customer support service and internal IT helpdesk to an Internet Protocol (IP) based contact centre at its head office in Struer. Bang and Olufsen will benefit from improved relationships with its customers and retailers globally by providing more responsive support services. The project was delivered in close collaboration with Cisco's channel partner, NetDesign, in Denmark, who provided systems integration expertise for the full IP Contact Centre deployment.
Empirix and Siebel Announce Partnership
Empirix and Siebel Systems announced that Empirix has elevated its partnership status to the Siebel Strategic Software Partner level by entering into a development agreement. As strategic partners, Empirix and Siebel Systems will jointly design and create testing solutions that ensure high performance and scalable integration between Siebel business applications and CTI middleware with Empirix Service Assurance for Siebel.
Experian Partnership With CopperKey
Experian announced a partnership with CopperKey to offer an automated business intelligence capability at the Experian BizInsight Web site, www.experianbizinsight.com. This resource, called BizInsight Business Profiling, allows a business to identify and create customized B2B direct marketing lists of potential customers who closely resemble the profile of their best current customers and who are most likely to purchase the company's products or services. BizInsight Business Profiling also generates geographic and demographic reports that provide detailed insight about current and target customers and markets allowing a business to tailor marketing campaigns to achieve better results.
InQuira Expands Intelligent Search Solution
InQuira announced an expanded InQuira Solution for Contact Centers with the introduction of two new products. InQuira Contact Center Advisor is designed to transform contact center performance by integrating InQuira's patented Intelligent Search technology directly into the contact agent dashboards of leading CRM applications. InQuira Information Manager leverages the Intelligent Search technology to provide a more productive alternative to traditional knowledge management products. Both products are targeted for release by the end of Q4 and are being introduced this week at the Service & Support Professionals Association Conference in Savannah, GA.
IntelleDisc Technologies Signs National Reseller Agreement With Fionda
IntelleDisc Technologies has signed a national reseller agreement with Fionda. This alliance will enable Fionda to offer the IntelleDisc Prospect Relationship Management System to its direct sale industry clients across the U.S. The IntelleDisc is a sales automation system utilizing an interactive CD technology that provides prospect tracking, notification, measurement and personalization capabilities to empower any sales and marketing presentation.
Kinetics to Provide United Airlines with Self-Service Solutions
United Airlines has chosen Kinetics as its supplier of self-service solutions for passenger check-in and processing. United has made an initial order of 281 Kinetics TouchPort II self-service devices, which are in the process of being installed at United Express airports throughout the country. In addition, Kinetics is providing essential system architecture software - Kinetics Thin Client Services - that will help United's self-service software applications run across its entire spectrum of passenger service environments.
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| Bridging the Data Divide Introduced in 2003, Honda's so-ugly-it's-almost-cute Element was intended to attract young, hip consumers. In its first full year of production, the Element found more than 67,400 buyers, exceeding expectations. But alas, the SUV has gone over like a lead surfboard with the coveted Gen Y crowd; R.L. Polk & Co. shows that buyers are more likely to have attended Woodstock than the X Games. That Honda Motor Co. could whiff so badly in such an important market segment proves that automotive industry CRM has miles to go. One reason is that automakers don't own their most important customer-contact points -- new-car dealerships. Indeed, the relationship between automakers and dealerships is frequently adversarial. This unusual sales channel has strongly influenced the design of CRM software for the industry. more >> | ||||
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- HP, Boston Fire Dept. Deploy Mobile Computing Solution - Boston firefighters will now have access to critical, life-saving information at the scene of a fire when using a new mobile computing techn . . . more >>
- Witness Systems Announces Reseller Distribution Partnership with Corsidian - Witness Systems announced that it has entered into a reseller distribution agreement with Corsidian, a leading provider of customer contact . . . more >>
- Avaya Completes Purchase of Spectel - Avaya announced it has completed the purchase of Spectel, a leader in audio and web conferencing solutions, for approximately $103 million i . . . more >>
- Primary Matters Releases New White Paper - Primary Matters announces the release of a new White Paper, "Managing the Productivity and Costs of the Employee Job Life Cycle". This White . . . more >>
- Graco Taps RightNow CRM 7.0 - RightNow Technologies announced that Graco has selected RightNow CRM 7.0 as its platform for sales and customer service operations. By stand . . . more >>
- CheerStix Scores Great Customer Service - CheerStix attributes its noisy success to GoldMine CRM from FrontRange Solutions. When CheerStix opened its U.S. distribution center in 2002 . . . more >>
- Onyx Optimizes CRM Offering For BlackBerry Wireless Platform - Onyx Software announced a new mobile CRM offering, the Onyx Employee Portal for BlackBerry, optimized for BlackBerry wireless platform from . . . more >>
- Identity Management Provider M-Tech Experiences Record Growth in 2004 - M-Tech Information Technology announced a record increase in the number of sales for its Identity Management solutions, during the first thr . . . more >>
- ExactTarget Awards Organizations - ExactTarget awarded six organizations its first annual ExactExcellence Awards for outstanding achievements in email marketing utilizing the . . . more >>
- Primus Recognizes AT&T Wireless, Microsoft, and Orange for Enhancing the Customer Experience - Primus Knowledge Solutions announced the 2004 winners of the second annual "Primus Luminary Awards" including AT&T Wireless for Best Custome . . . more >>
- SupportSoft With New Executive Appointments - SupportSoft announced the appointment of three new executives to its sales and global services organizations. The Company has tapped Steven . . . more >>
| Stock Index | ||
| RealMarket | 40.95 | 0.64% |
| Stock Index: | Tell me more | |
| Dow Jones | 10,239.92 | 0.61% |
| Nasdaq | 1,971.03 | 0.79% |
| S&P 500 | 1,142.05 | 0.66% |
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| Amdocs | 22.64 | 0.07 |
| APAC | 1.6 | 0.06 |
| Apropos | 3.01 | 0.04 |
| Ask Jeeves | 34.4 | 0.3 |
| Aspect | 10.95 | -0.01 |
| Astea | 7.67 | 0.25 |
| ATG | 1.11 | 0.12 |
| AVAYA | 13.89 | 0.01 |
| Blue Martini | 2.77 | 0.01 |
| Broadvision | 2.67 | -0.05 |
| chinadotcom | 5.12 | 0.07 |
| Chordiant | 3.4 | 0.05 |
| ClickSoftware | 1.92 | -0.05 |
| Convergys | 13.56 | 0.02 |
| E.piphany | 4.32 | -0.18 |
| eLoyalty | 5.97 | 0.12 |
| Epicor | 14 | 0.19 |
| eOn | 1.58 | 0 |
| Firstwave | 1.46 | -0.1 |
| HP | 19.18 | 0.2 |
| ICT Group | 7.45 | -0.05 |
| Interact Intell | 3.53 | 0.03 |
| Interv Brite | 11.96 | 0.18 |
| KANA | 1.82 | -0.11 |
| LivePerson | 3.55 | 0.28 |
| Motive | 13.2 | 0.19 |
| NCR | 49.96 | 0.11 |
| NICE | 21.89 | -0.13 |
| Nortel Networks | 3.61 | 0.05 |
| Onyx Software | 3.61 | 0.04 |
| Oracle | 12.24 | 0.03 |
| Pegasystems | 7.27 | 0.14 |
| PeopleSoft | 22.66 | -0.18 |
| Primus | 1.3 | 0.1 |
| Rainmaker | 1.69 | 0.07 |
| RightNow | 14.14 | -0.69 |
| salesforce.com | 17.25 | 0.35 |
| SAP | 40.55 | -0.22 |
| Selectica | 3.99 | 0.05 |
| Sento | 6.57 | 0.01 |
| ServiceWare | 0.4 | 0 |
| Siebel | 9.54 | 0.1 |
| Sitel | 2.38 | 0.07 |
| SPSS | 14.19 | 0.52 |
| SupportSoft | 6.33 | -0.12 |
| Sykes | 6.02 | 0.38 |
| Tekelec | 17.64 | 0.13 |
| Teletech | 10 | 0.01 |
| Verint | 38.14 | 0.64 |
| Vignette | 1.18 | 0.02 |
| ViryaNet | 3.49 | -0.01 |
| West Tel | 29.86 | -0.06 |
| Witness | 17 | -0.02 |
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| As of close 10/06/04 | ||
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