Concerto Increases Productivity at RAC
Concerto announced that RAC has reported a 46% increase in agent productivity and 100% increase in its sales and renewal rate after deploying Concerto's Unison and LYRICall solutions in its UK contact centre. RAC selected Concerto Software solutions for its 55-seat outbound contact centre in the South West of England to replace an existing system that no longer offered the necessary efficiencies. (about Concerto)
Oracle and PEOPLink Partner
Oracle announced its partnership with PEOPLink to power the newest release of PEOPLink's CatGen (Catalog Generator) e-commerce platform for small and medium enterprises (SMEs) in emerging economies. CatGen enables enterprises located anywhere to create and maintain their own e-commerce catalog and link it into CatGen's e-commerce marketplaces. The Oracle software manages and performs the searches of the e-commerce database. (about Oracle)
Insurer Expands Use of Siebel Healthcare
Siebel announced that the Centers for Medicare & Medicaid Services (CMS), the largest healthcare insurer in the United States, is expanding its use of Siebel Healthcare applications nationwide. After achieving improvements from its initial call center implementation last year, CMS will roll out Siebel Healthcare to unify more than 76 call centers and to modernize its customer service systems. (about Siebel)
DCI Announces CRM Conference in Chicago
DCI announced that its Customer Relationship Management Conference & Exposition will be held at Navy Pier in Chicago, March 2nd - 4th. This event will highlight time and cost effective ways to get up to speed on the latest customer relationship management (CRM) strategies and technologies. Five tracks throughout this conference will focus on the areas of building and implementing your CRM masterplan; enterprise
analytics, business intelligence and data warehousing; CRM best practices/business issues; hosted CRM; and mobile CRM. (about DCI)
ASC Launches Call Recording Solution
ASC announced the launch of MARATHON EVOlite, ASC's new plug-and-play communications recording solution for Small to Medium Enterprises. MARATHON EVOlite lays its engineering foundation on being the WORLD´S FIRST Linux-based communications recorder.
Amdocs ClarifyCRM Benchmark
Amdocs announced that Amdocs ClarifyCRM 12 demonstrated CRM application performance, scalability, and high availability in a recent benchmark test conducted on HP hardware and BEA WebLogic platform. Employing a testing methodology that emulated real-world usage
of Amdocs ClarifyCRM 12 web client applications for customer interaction management, sales and support, Amdocs ClarifyCRM 12 outperformed
previously published benchmark results in both the number of concurrent users and inbound interactions. (about Amdocs)
Apropos Interaction Quality Manager Available
Apropos Interaction Quality Manager (IQM), a new call logging and quality monitoring application is an integrated component of the Apropos Interaction Management Suite and provides contact center managers a way to evaluate voice interactions for quality assurance and feedback purposes. IQM can also record all incoming voice interactions.
DCR and Portage Partner in SMB Market
Portage, creator of AgentTime Scheduler workforce management software, and Data Collection Resources (DCR), developer of Customer Experience Management Suite quality monitoring and recording software for call center event recording, agent evaluation and screen capture, have agreed to co-market their product offerings to provide small and medium-sized call centers with solutions that in the past have only been available to very large call centers with significant corporate budgets.
Courion Posts Growth in 2003
Courion closed the year realizing 30 percent growth over the previous year. Courion gained repeat business from the majority of its customers and added 42 new customers to its base now totaling 178 customers, 14 of the Fortune 100 among them. Most companies continue to tackle the password management problem first and many have added automation of account provisioning operations to the list of top priorities. (about Courion)
Best Software Reports Record Revenue
Best Software announced that its UK-based parent company, the Sage Group plc, reported revenues of $899.7 million for the year ended September 30, 2003, an increase of 4% over the same prior year period (at constant exchange rates**). Operating income for the period was $250.3 million, an increase of 12 percent over the prior year period. (about Best Software)
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