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ATG To Acquire Primus
Under the terms of the all stock deal, the transaction is valued at approximately $30 million to $33 million, based upon ATG's closing stock price as of August 9, 2004. For the 12 month period ended June 30, 2004, the two companies had combined revenue of more than $90 million. (about Primus)
British Consumers Refuse To Be Silenced Over Poor Customer Service
A customer service survey commissioned by Amdocs reveals that customer service throughout the UK continues to be well below expected standards in the telecommunications, banking and retail sectors. Results show that 80% of UK consumers will only withstand one negative experience before taking their business elsewhere, thus demonstrating the need to put the customer at the centre of the business. (about Amdocs)
Blue Pumpkin Launches WFM for Smaller Contact Centers
Blue Pumpkin released its newest workforce management solution (WFM): Blue Pumpkin Director Professional. Aimed at small- to medium-sized contact centers with up to 150 agents amd deployed in one week or less, Blue Pumpkin Director Professional is designed to fit smaller budgets, operations and IT expertise. The solution helps contact centers to graduate from inefficient and cumbersome manual processes, such as using spreadsheets for forecasting and scheduling, and begin implementing best-practices to better manage their people. (about Blue Pumpkin)
Advanstar/Ulysses Learning Research Uncovers Opportunities
Ulysses Learning recently conducted primary research for Advanstar Technology Group to help executives gain insights into e-Learning best practices implemented in contact centers around the world. Contact centers of all sizes in all industries were studied with over 80 organizations participating, to date. According to Mark Brodsky, Ulysses Learning's President and CEO, the use of e-Learning to improve contact center performance is on the rise. Of the 46% of respondents who said their contact center uses e-Learning to train staff, 84% said their use of e-Learning will increase over the next 12 months. However, well over of third of respondents said they didn't know if their e-Learning initiatives have had a positive impact on performance. (about Ulysses Learning)
Verint Launches Enterprise Quality Workshop
The new enterprise quality workshop, entitled Actionable Intelligence for a Smarter Workforce, will be delivered in partnership with TARP. The workshop is designed to help customers more effectively align their contact centers with enterprise goals. Actionable Intelligence for a Smarter Workforce will examine enterprise customer service initiatives and translate these initiatives into goals and key performance indicators for the contact center. (about Verint)
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Required Reading |
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Agent Customer Feedback and Staying out of Court
"Has the jury reached a verdict?" Most people are familiar with the implications of this question, whether by personal experience or through television dramas. In your role as a contact center leader, there are many things on the list that you think could result in you going to court. However, you probably do not include your customer feedback program on that list. Well, if there are flaws in your measurement strategy, you'd better add it quickly.
(Customer Relationship Metrics, L.C.)
more >>
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Archive of past Required Reading articles |
NewRoad Software Announces NewRoad Chat
NewRoad Software announces NewRoad Chat, a new software tool that allows you to cut down on call hold times, reduce problem resolution timeframes, and improves the customer experience. NewRoad Chat is an integrated interactive chat tool build to work directly with your incident management software. Allowing for technicians to hold multiple conversations, link to knowledge bases, and quickly resolve the most commonly asked questions, Chat allows you to streamline internal processes and reduce overhead costs by solving customer problems and tickets virtually.
Witness Systems Enhances IP Recording Software
Witness Systems announced enhanced functionality for its recording software for Internet Protocol (IP) telephony environments. The eQuality ContactStore for IP application, built on the eQuality suite's browser-based architecture, provides a single view of all customer contacts with new enterprise management capabilities that offer users a central point of administration when deploying large multi-site recording systems. (about Witness)
Iowa Telecom Chooses IEX
IEX Corporation announced that Iowa Telecommunications Services Inc. has selected its TotalView Workforce Management system. The IEX TotalView system will enable Iowa Telecom to generate accurate forecasts and staffing plans while significantly reducing time spent on manual processes. (about IEX)
SupportSoft Extends Broadband Reach In Europe
SupportSoft announced that TDC Cable TV has licensed SupportSoft software to help its almost 1 million subscribers get up and running more quickly when they require a high-speed Internet connection. The SupportSoft software, which also provides for automated installation and maintenance of a home network, is further designed to extend more comprehensive self-service functionality for problem diagnosis and resolution to TDC Cable TV's Webspeed subscribers. (about SupportSoft)
MarketTools Saves with RightNow
MarketTools deployed RightNow to optimize the quality and efficiency of its customer support operations across its phone, email and web channels for the Zoomerang product. While sales of Zoomerang have risen 60 percent and its overall customer base has grown 25 percent since it implemented RightNow, MarketTools has been able to defer increasing its customer service headcount. Email volume has decreased by 45 percent, because more customers have been able to find the answers to their questions on the web. These efficiencies have saved the company $80,000 in the past year. (about RightNow)
Epicor to Present at AeA Orange County Event on CRM
Epicor Software Corporation announced that Rick Parrish, vice president of information services for Epicor, will share his expertise in a panel discussion at the AeA Orange County Council industry event, "CRM: How to Realize the Promise and Avoid the Pitfalls of Customer Relationship Management Systems." (about Epicor)
FrontRange Solutions Moves HQ to Northern California
FrontRange Solutions is moving its headquarters from Colorado Springs, Colorado to Pleasanton, California. The move has been underway and will continue gradually as the $75-million software company expands its management, administrative and marketing resources to its existing development center near Northern California's Silicon Valley high-tech corridor. (about FrontRange)
Courion Receives Ranking
Courion Corporation has been named to Deloitte's prestigious Technology Fast 50 Program for New England, a ranking of the 50 fastest growing technology companies in the area by Deloitte & Touche LLP. Courion's ranked placement among the 50 New England companies will be announced at a private event at the Museum of Fine Arts on September 15. (about Courion)
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| Stock Index |
| RealMarket |
30.12
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-1.80%
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| Stock Index: | Tell me more |
| Dow Jones | 9,938.32 | -0.06% |
| Nasdaq | 1,782.42 | -1.47% |
| S&P 500 | 1,075.79 | -0.30% |
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| Amdocs | 18.57 | -.78 |
| APAC | 1.79 | .03 |
| Apropos | 2.99 | -.06 |
| Ask Jeeves | 24.17 | -.50 |
| Aspect | 7.92 | -.35 |
| Astea | 8.00 | .20 |
| ATG | .79 | -.11 |
| AVAYA | 12.84 | -.57 |
| Blue Martini | 2.82 | .04 |
| Broadvision | 2.31 | -.08 |
| chinadotcom | 4.32 | -.32 |
| Chordiant | 2.20 | -.13 |
| ClickSoftware | 1.49 | .03 |
| Convergys | 12.72 | -.20 |
| E.piphany | 3.58 | -.23 |
| eLoyalty | 5.80 | -.28 |
| Epicor | 11.15 | -.03 |
| eOn | 1.12 | -.05 |
| Firstwave | 1.56 | .05 |
| Group 1 | 22.98 | .00 |
| HP | 19.52 | -.43 |
| ICT Group | 7.64 | .42 |
| Interact Intell | 4.18 | -.01 |
| Interv Brite | 8.56 | .50 |
| KANA | 1.34 | -.04 |
| LivePerson | 2.45 | .10 |
| Motive | 7.84 | .24 |
| NCR | 43.54 | -.28 |
| NICE | 18.87 | -.47 |
| Nortel Networks | 3.35 | -.23 |
| Onyx Software | 3.65 | -.05 |
| Oracle | 10.19 | -.41 |
| Pegasystems | 6.14 | -.13 |
| PeopleSoft | 16.24 | .16 |
| Primus | .95 | -.01 |
| Rainmaker | 1.13 | -.07 |
| RightNow | 7.05 | -.04 |
| salesforce.com | 10.62 | -.38 |
| SAP | 37.08 | -1.40 |
| Selectica | 3.74 | .01 |
| Sento | 5.57 | -.32 |
| ServiceWare | .43 | .00 |
| Siebel | 7.25 | -.19 |
| Sitel | 2.05 | .00 |
| SPSS | 14.98 | -.87 |
| SupportSoft | 8.75 | -.09 |
| Sykes | 4.76 | -.24 |
| Tekelec | 17.02 | -.78 |
| Teletech | 8.23 | -.57 |
| Verint | 29.70 | -.60 |
| Vignette | 1.24 | -.07 |
| ViryaNet | 2.90 | -.13 |
| West Tel | 24.37 | -.13 |
| Witness | 11.77 | -.23 |
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| As of close
08/11/04
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Call for Entries
Call for User Judges
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