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RealMarket Live! - Webcasts ON DEMAND |
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"Enabling The Next-Generation Contact Center"
Growing revenue is no longer simply about finding new prospects and customers. In today's competitive marketplace, companies must focus on not just retaining their existing customer base, but also on expanding mindshare and revenue. Call Centers are undergoing revolutionary changes from new technologies that help improve customer productivity. The Next-Generation Contact Center will deliver the outbound, proactive service capabilities and growth potential that will finally allow customer service to deliver significant, measurable growth to the corporate bottom line.
We will introduce you to a revolutionary way to implement new, simplified processes that leverage 100% of the infrastructure and applications you have today. With rapid return and minimal risk, this new fusion enables your path to the Next Generation Contact Center.
(Listen Now)
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Must-Hear for:
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Call center managers, directors of client service operations. Anyone looking to improve call center processes.
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What you will learn:
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How to better manage disparate systems and data sources in your call center to provide a better customer experience at lower costs.
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Featured Expert(s):
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Chris Selland, Vice President of Aberdeen and Rob Morris, Vice President of Jacada, ,
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Archive
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syndicate RealMarket Live! on your web site |
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IEX Launches TotalView Workforce Management 3.8
IEX Corporation announced the general availability of version 3.8 of its TotalView Workforce Management system. Version 3.8 of TotalView offers features designed to further enhance contact center productivity and agent satisfaction. These features include multi-week agent hour allocation which aligns agent staff hours with forecasted staff requirements that vary over a multi-week period and security roles which allow easy global changes to access permissions for a specified group of users. (about IEX)
Motive Announces Software Product for Remote Management
Motive announced at its fifth annual customer conference -- Motivation 2004 -- Motive Edge Device Manager, a product for configuring and managing advanced customer premises equipment, also known as residential gateways (RGWs). RGWs are quickly becoming the standard technology for delivering advanced home networking, voice and video services. According to In-Stat/MDR, RGWs will increase from 3 percent of the roughly $5.1 billion CPE market in 2003 to one-third of all devices shipped in 2007.
Datanautics Taps RightNow CRM 7.0
RightNow Technologies announced that Datanautics has selected RightNow CRM 7.0 as its platform for sales and customer service operations. By standardizing on RightNow, Datanautics is fully integrating and optimizing its customer-facing business processes-thereby enhancing both customer satisfaction and operational efficiency. (about RightNow)
PegaBANKING Smart Investigate 4.1 Announced
Pegasystems announced the release of PegaBANKING Smart Investigate 4.1 on the new PegaRULES Process Commander platform. Smart Investigate now automates investigation and exception processing for wholesale banks with even greater intelligence and flexibility, enabling banks to cut costs by processing more transactions automatically and reducing manual costs and errors. The application serves departments throughout the wholesale bank, including payments, treasury, securities, nostro reconciliation and other areas, allowing banks to leverage one solution across business lines.
Montreal Metro Selects Verint
Verint Systems announced that the Societe de Transport de Montreal is deploying Verint's Networked Video Solution to enhance passenger security and deter crime across the Montreal Metro system. Societe de Transport de Montreal is responsible for operating the city's mass transit system, including the Montreal Metro and bus lines. (about Verint)
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Required Reading |
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Creating Brand Awareness
Consumer goods manufacturers face unique challenges when rolling out CRM applications, compared with other industries such as insurance or finance. For one thing, they don't typically focus on supporting call centers or remote sales force automation processes, but rather on building better marketing and sales campaigns. And they generally don't have direct contact with the end consumer, but rather deal exclusively with a middleman retailer or product distributor. This complex sales process means consumer goods manufacturers tend to focus on product branding rather than on direct sales. As a result, one of the industry's biggest problems is getting advanced analytical CRM tools that can decipher just how well each branding campaign is working at each outlet.
(ComputerWorld)
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Archive of past Required Reading articles |
Brix Networks And SupportSoft Align
SupportSoft and Brix Networks announced an alliance to integrate the companies' software to streamline VoIP customer service delivery. Through assessment and verification of voice quality and network connectivity, combined with problem diagnosis and automated resolution, the integrated solutions can help solve common issues associated with the installation and use of VoIP. (about SupportSoft)
North Wales Hospital Group Selects LiveTime
LiveTime Help Desk has been implemented by Conwy & Denbighshire NHS Trust (C&D). According to figures published in a new case study, LiveTime Softwares internet help desk solution has provided return on investment over the past six months, reducing unresolved calls by 90%. Replacing a previously outsourced service, C&D deployed LiveTime earlier this year to power its IT help desk team who are responsible for supporting over 6000 users at 60 Sites around North Wales.
Schroders Private Banking Uses Onyx
Onyx Software Corporation announced that Schroders Private Banking, a division of Schroders plc, has successfully implemented Onyx as its customer relationship management (CRM) solution in London. Schroder & Co. has completed the first two phases of the implementation and will roll out Onyx to users across its UK Private Banking teams.
Sento Signs Service and Support Agreements With WorldGate, Merlot
Sento announced a multi-year support contract with WorldGate Communications, developer of the new Ojo broadband consumer video phone. Sento also announced a new service contract with broadband communications company Merlot Communications of Bethel, Conn. These two additional contracts will contribute to Sento's continuing expansion, company officials said.
A.T. Kearney Procurement Solutions Celebrates Four Years of Success with Salesforce.com
Salesforce.com announced that A.T. Kearney Procurement Solutions, a salesforce.com customer since 2000, has improved customer lifecycle management with salesforce.com. The procurement services leader has customized salesforce.com to track product types, partners, implementation timeframes and revenue, allowing the company to provide better, faster service to prospects and customers while giving its executives the data necessary to identify market trends, competitive pressure, and potential problems and opportunities.
SNT Chooses E.piphany
E.piphany announced that SNT has selected E.piphany CRM software to manage inbound marketing offers for all incoming customer contacts. As part of the agreement, SNT will also resell E.piphany CRM software as part of its services portfolio.
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| Stock Index |
| RealMarket |
40.03
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0.00%
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| Stock Index: | Tell me more |
| Dow Jones | 10,077.18 | -0.05% |
| Nasdaq | 1,925.17 | -0.19% |
| S&P 500 | 1,121.84 | -0.23% |
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| Amdocs | 21.38 | -.57 |
| APAC | 1.55 | -.01 |
| Apropos | 2.85 | .09 |
| Ask Jeeves | 32.34 | .54 |
| Aspect | 10.60 | .00 |
| Astea | 7.17 | -.08 |
| ATG | 1.00 | .00 |
| AVAYA | 13.35 | -.15 |
| Blue Martini | 2.82 | .07 |
| Broadvision | 2.69 | .01 |
| chinadotcom | 4.94 | .04 |
| Chordiant | 3.15 | .00 |
| ClickSoftware | 1.85 | -.02 |
| Convergys | 13.16 | -.24 |
| E.piphany | 4.16 | -.03 |
| eLoyalty | 5.40 | -.50 |
| Epicor | 13.38 | .15 |
| eOn | 1.41 | .00 |
| Firstwave | 1.50 | -.01 |
| HP | 18.53 | -.11 |
| ICT Group | 7.52 | .22 |
| Interact Intell | 3.59 | .19 |
| Interv Brite | 11.60 | .70 |
| KANA | 1.89 | .11 |
| LivePerson | 3.15 | -.10 |
| Motive | 13.90 | .41 |
| NCR | 52.00 | 3.08 |
| NICE | 21.06 | -.70 |
| Nortel Networks | 3.34 | -.04 |
| Onyx Software | 3.40 | -.05 |
| Oracle | 12.15 | -.05 |
| Pegasystems | 7.22 | .05 |
| PeopleSoft | 21.57 | -.26 |
| Primus | 1.20 | .00 |
| Rainmaker | 1.64 | -.03 |
| RightNow | 14.92 | -.18 |
| salesforce.com | 18.39 | .21 |
| SAP | 39.57 | -.15 |
| Selectica | 3.97 | -.03 |
| Sento | 6.83 | .57 |
| ServiceWare | .44 | -.01 |
| Siebel | 9.14 | -.05 |
| Sitel | 2.25 | .05 |
| SPSS | 14.00 | .20 |
| SupportSoft | 6.43 | -.08 |
| Sykes | 5.77 | .20 |
| Tekelec | 17.50 | -.05 |
| Teletech | 9.99 | -.01 |
| Verint | 36.18 | .02 |
| Vignette | 1.15 | .01 |
| ViryaNet | 2.85 | -.21 |
| West Tel | 29.59 | -.31 |
| Witness | 16.12 | .05 |
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| As of close
10/12/04
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Call for Entries
Call for User Judges
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RealMarket Resource Center |
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Resource
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Description
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Events:
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2004 e-Financial WorldExpo -
The e-Financial WorldExpo is the most anticipated worldwide exposition and conference of its kind and will cover a wide range of information technologies utilized by financial institutions, including CRM, Banking and Technology Trends, Risk Management, ROI, Security, Web Services, and more. The e-Financial WorldExpo is expected to be the ultimate international event where technical experts and business executives from technology vendors, banks, insurance providers, securities, real estate and other financial institutions can interact and discuss the latest technological and business issues.
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Training:
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Learn one-to-one strategy -
Receive online
training for one-to-one CRM implementation strategies from the experts.
Now you can get the experience and expertise
of Peppers and Rogers Group Consulting without ever leaving your office.
This interactive Web-based training program combines the value of Peppers and
Rogers Group's live training with the convenience of the Web . . .
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
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Evaluate:
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The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
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Career:
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Find or fill a CRM job -
Resources for posting or searching jobs in
sales, support, call centers, marketing, etc.
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Other:
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Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
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