Subscribe  |   Archive  |   Resources  |   Affiliations  |   About  |   Contact  |   Home  

Pegasystems Smart Adjust 4.1
Pegasystems released PegaBANKING Smart Adjust 4.1, a retail banking cross-payment platform for automating payment exception handling. Addressing exceptions in check, ACH, debit card, ATM and other areas, Smart Adjust 4.1 allows customers to manage payment exceptions with a single solution, lowering the cost of handling non-standard transactions of any payment type. New features include the ability to process substitute checks and automate handling of ACH disputes.

Avaya Announces New Communications Applications To Enhance Customer Service
Avaya announced new releases of its unified communication and contact center solutions, which deliver self-service functionalities across an organization through speech-enabled applications. Avaya Unified Communication Center -- which enables users to initiate conference calls and manage e-mails, voicemails and calendars using speech -- extends its availability to a greater number of enterprise users. Avaya Interactive Response, an automated self-service solution for enterprises of all sizes, broadens its international reach with speech-recognition capabilities for an expanded number of languages.

Voice Print Unveils Activ! Insight
Voice Print International unveiled Activ! Insight - a speech recognition and call mining application. Activ! Insight provides marketplace intelligence that enables organizations to take advantage of emerging opportunities, while reducing operational costs and managing risk.

Economist Intelligence Unit Survey Finds Many Organizations Lack Visibility To Process And Control
FileNet Corporation has announced the availability of new research that takes an in-depth view into business process management practices in more than 100 enterprise organizations. The study shows a lack of corporate visibility to business processes and high risk factors that include non-compliance and customer dissatisfaction. The Economist Intelligence Unit, a United Kingdom-based leading provider of country, industry and management analysis, conducted the study.

Communications Data Services Increases Call Center Revenues with E.piphany
E.piphany announced that Communications Data Services (CDS) has realized significant return on investment through use of E.piphany CRM solutions. Using E.piphany Interaction Advisor in its call centers allows CDS service agents to deliver targeted cross-sell, up-sell and loyalty offers after handling customer service requests. The program has generated $3.5 million in incremental CDS client sales since its inception.

			Required Reading
		Five dirty little secrets of CRM    Everything is not as it seems, particularly in the world of CRM. With all the well-publicized stories of failure, the vendor-sponsored studies that show the critical importance of the vendor's products and boastful claims about CRM, it can be easy to get misled. SearchCRM.com asked several analysts to weigh in on some of the misconceptions they've seen or heard from clients and vendors. Here are a few of CRM's "dirty secrets." (SearchCRM.com) more >>
Archive of past Required Reading articles

Courion Presents Executive Briefing
Courion announced that it has partnered with Unisys to present an executive breakfast briefing titled, "Assessing and Managing Risk to Meet HIPAA Requirements." The session will feature Children's Hospital Boston's Chief Information Security Officer and Director of IS, Paul Scheib, and Premera Blue Cross' Manager of Information Systems Security and Senior Security Architect, Laurie Leer. The invitation-only event will highlight each organization's process for identifying areas of risk and evaluating solutions that solidly addressed compliance requirements while increasing operational efficiencies. The hour-long briefing will be held on September 28 at 7:30 am at the Boston Marriott Copley Place.   (about Courion)