CRMAdvocate Announces Latest Users Choice Winner
The Sixth Annual Users Choice Awards sponsored by CRMAdvocate announced the winner for Satisfaction Measurement is the Enterprise Customer Experience Management (ECEM) system by CustomerSat. CustomerSat is the only product to win each of the six years the Users Choice Awards have existed. The Users Choice Awards was the first to use the ultimate judge, the users, to determine the best products in numerous CRM and Contact Center product and service categories. Additional category winners will be announced throughout 2004. (about RealMarket)
Astea Announces New Service Management Software Suite On Microsoft .NET
Astea International announced the availability of its newest version of the Astea Alliance software suite built on the Microsoft .NET platform. With this release, Astea is providing a service management platform that integrates critical business processes for service, logistics, sales and marketing. Feedback from early adopters is very positive in regards to ease of installation, customization, and enhanced functionality. (about Astea)
Westbury Launches Mirror42
Westbury launched a new independent software company called Mirror42. Mirror42 provides Governance Management software for fortune 2000 companies. Mirror42 Governance Management Suite allows organizations to consolidate business metrics, monitor key performance indicators and truly govern the enterprise via state of the art performance dashboards. (about Westbury)
North Carolina State Selects RightNow
RightNow Technologies announced that North Carolina State University's Virtual Advising Center has achieved a 7500:1 ratio of students to advisers as a result of implementing RightNow Service. The effective use of RightNow Service has enhanced the quality of service that students receive by freeing advisors from answering the high volume of simple, redundant questions-ultimately allowing advisors to devote more time to providing personal counseling to students who really need it. (about RightNow)
Alliant Energy With Edify
Edify announced that Alliant Energy has successfully deployed Edify's speech-enabled software to provide Alliant Energy a more responsive and complete self-service offering for its growing customer base in the heartland of America. Investor-based Alliant Energy serves more than 1.4 million customers in Iowa, Illinois, Minnesota and Wisconsin.
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Required Reading |
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Changing Business Assumptions
"Unpredictability is just the nature of business - there isn't a lot you can do about it." But what if that's a false assumption? And what other business myths are covering up opportunities for making a sea change in how you see business activity? Event-driven architectures (EDAs) are changing perspectives on business activity and process monitoring, with surprising - and profitable - results.
(KnowNow)
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Archive of past Required Reading articles |
Marketers Drive Future Of Enterprise Marketing Management at Aprimo Summit 2004
Aprimo announced the agenda for the Aprimo Marketing Summit 2004, the company's annual customer conference. The conference will provide more than 100 Aprimo Marketing users with a chance to share their experiences and learn from their peers, as well as gain insight into future releases of Aprimo's industry leading products. The event will take place on October 18 and 19 at The Westin Chicago River North. (about Aprimo)
OKS Ameridial Chooses The Noble Systems Contact Center Solution
Noble Systems has been selected as the technology vendor for OKS Ameridial. OKS Ameridial replaced its existing dialer with Noble's integrated inbound-outbound call management solution. OKS Ameridial selected the Noble solution for installation at 300 agent seats with over 860 lines. Noble Systems gives OKS Ameridial a unified platform to manage inbound and outbound contacts in a truly blended environment, enabling agents to receive both incoming and outgoing calls simultaneously, without logging in and out between programs.
Transversal Helps Sony PlayStation
Transversal announced that its Metafaq product is answering nearly half (47 per cent) of all customer queries for Sony Computer Entertainment UK (SCEUK) through the company's product website. Sony PlayStation has seen a dramatic reduction in the number of calls and e-mails made to its helpdesks as more of its customers ask questions through its website. Transversal has both improved SCEUK's speed of response and reduced service costs by handling a large volume of customer enquiries.
SuperPages With Stellent
Stellent announced that SuperPages has improved the effectiveness of its call center operations by using Stellent Universal Content Management to manage all customer documents and information using the Web. Specifically, the Stellent system helps SuperPages achieve its primary
call center goal of "First Time Resolutions," or resolving customers' issues during the initial phone call. Rather than searching through paper files for customer data -- such as contracts, ads or correspondence -- call center agents can quickly access this information via the Stellent solution, while the customer is on the phone.
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