Siebel Adds Customer Support to CRM OnDemand
Siebel announced the addition of a customer support module to Siebel CRM OnDemand--UpShot Edition. The addition offers functionality to support customer requests, issue resolution, and other post-sales activities. Available at no additional cost, the product enhancements enable companies to manage all aspects of the customer life cycle. (about Siebel)
mySAP CRM for Utilities
SAP AG announced functionality with the latest version of mySAP CRM to meet the unique demands of utility companies. mySAP CRM leverages the industry expertise offered through SAP for Utilities to align with the customer engagement lifecycle for efficient customer support. Energie AG in Austria is among the early adopters that are leveraging mySAP CRM for marketing campaigns, sales and service efforts for residential customers and end-to-end sales processes for commercial and industrial customers.
Concerto and E.piphany Team
E.piphany and Concerto announced a marketing alliance to offer telesales organizations a solution for outbound telesales campaigns and maintaining compliance with federal regulations. Customers who license the E.piphany TeleSales software solution and Concerto Software's Unison or EnsemblePro solution will enable their telesales organizations to coordinate and execute marketing campaigns and outbound call queues with customer profile and order management processes. (about Concerto)
SPSS Announces Predictive Text Analytics
SPSS announced the immediate availability of Predictive Text Analytics, one of the first text mining solutions specifically designed for analytical customer relationship management (aCRM) applications. Predictive Text Analytics integrates text mining technologies with predictive analytic approaches to enable organizations to unify and analyze both unstructured text data and structured data across multiple channels, including call centers, branch locations and Web sites.
ServiceWare and Control-F1 Announce Alliance
ServiceWare announced that the company has formed a strategic alliance with Control-F1. Control-F1 is an eSupport software company, providing live and automated remote support capabilities for the enterprise. ServiceWare has entered into a formal reseller agreement with Control-F1 to provide its customers and prospects with additional help desk technologies that can improve agent productivity and enhance customer service levels. (about ServiceWare)
CellCom Implements Amdocs PRM
Cellcom and Amdocs announced that Cellcom has implemented the Amdocs Partner Relationship Management (PRM) product providing Cellcom with convergent support for content, commerce and inter-carrier partnerships. The Amdocs PRM project at Cellcom follows the Amdocs implementation for end-to-end billing support for both Cellcom's TDMA and GSM networks. (about Amdocs)
Parature Lowers CreateHope Support Costs
Parature announced CreateHope is supporting over 450,000 professionals on Parature 5. CreateHope has begun supporting its clients via the web, incorporating a self-service web portal consisting of knowledge base references, download functionalities, trouble ticket submission, activity tracking and reporting, as well as an integrated contact management piece. Since implementing Parature, CreateHope customers have resolved an average of 5,000 support issues per month via the self-service knowledge base.
UniPress Supports SMS 2003 Asset Management
UniPress announced it has extended the asset management capabilities of its FootPrints product to integrate with the new Microsoft System Management Server (SMS) 2003. This enhanced add-on module - FootPrints Integration with Microsoft SMS Asset Management - provides the capability to access software, applications, and other IT asset information captured by Microsoft SMS 2003 and directly import it into FootPrints' trouble tickets. (about Unipress)
Primus Web Event Features Kodak
Primus announced a free live Web seminar featuring its customer, Eastman Kodak Co., and titled "Web Self-Service: Today & Tomorrow." The one-hour event will discuss how, when implemented correctly, organizations will increase customer satisfaction and retention via Web self-service, while at the same time lowering operating costs and improving the effectiveness of their customer service and support organizations. (about Primus)
AFSMI Announces Quality Award Winners
The Association for Services Management (AFSM) International announced the winners of its International Service Quality Award at the recent AFSMI S-Business Education Summit and Expo. This annual award recognizes the company that receives the highest rating for service quality from their customers as measured in AFSMI's Annual Industry Study of Service Quality for S-Business. Two companies, Reynolds & Reynolds and Sealed Air Corporation, tied with the highest rating and shared this year's award.
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