| |
|
|
| | | |
RealMarket Live! - Webcasts ON DEMAND |
|
 |
|
 |
|
"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)
|
Must-Hear for:
|
Call center managers, directors of client service operations. Anyone looking to improve call center processes.
|
|
What you will learn:
|
How to better manage disparate systems and data sources in your call center to provide a better customer experience at lower costs.
|
|
Featured Expert(s):
|
Chris Selland, Vice President of Aberdeen and Rob Morris, Vice President of Jacada, ,
|
| |
Archive
| |
|
syndicate RealMarket Live! on your web site |
|
| |
NetSuite 10.0 Announced
NetSuite 10.0 builds on its unique order management functionality by offering NetSuite Upsell Manager, an intelligent agent that automatically mines a customer's database of purchase transactions to suggest cross-sell/upsell opportunities. NetCommerce Analytics, also new in NetSuite 10.0, allow sales and support professionals to see a prospect's or customer's actual Web site activity, giving them rich, instantaneous insight into their wants and needs.
Valuegy Announces the Launch of SES75
Valuegy announced the launch of SES75, a sales effectiveness solution that can markedly improve sales performance for an enterprise. Unlike traditional customer relationship management (CRM) and sales force automation (SFA) solutions, SES75 delivers value-add to sales executives by providing focused knowledge and coaching that address the unique needs of each sales opportunity.
BA Online Bookings Take Off With RightNow
British Airways has increased traffic to its Internet booking pages by approximately 3,500 hits per week following a series of best practice recommendations and implementations with RightNow Technologies. A further 60 percent reduction in inbound email traffic has also been achieved, while the percentage of customers resolving their enquiries online has risen to 99 percent. (about RightNow)
Business Objects Begins Rollout of BusinessObjects 11 Beta
Business Objects announced that the beta version of BusinessObjects 11 is available and began shipping to beta program customers in early October, 2004. BusinessObjects 11 is the next major release of the Business Objects business intelligence product line, including reporting, query and analysis, performance management, analytics, and data integration.
Knowlagent and Government Sales Force Develop Alliance
Knowlagent and Government Sales Force, a government sales and business development outsourcing company, announced an alliance to assist Federal Government call centers improve customer service. The alliance is strategic to Knowlagent's North American growth strategy to expand into the Federal Government market, where GSF will represent Knowlagent's Agent Performance solution, r7. (about Knowlagent)
| | | |
Required Reading |
|
|
| |
|
Unifying Customer Views
Robert Joyce understands complex relationships. A former salesman and now managing director of corporate relationship management at The Bank of New York Co., Joyce completed a CRM deployment in March that gives the firm's 1,650 sales employees in 30 countries a single, consolidated view of each customer's interactions with the bank. This all-encompassing view is typical of a new trend designed to counteract the effects of two decades of massive consolidation in the financial services industry. A wave of mergers and acquisitions fragmented and compartmentalized customer information, making it difficult to know what each business unit was doing or to track customer interactions.
(ComputerWorld)
more >>
| |
|
Archive of past Required Reading articles |
Amae Software Releases Analytics Component
Amae Software upgraded and released a new version of the Amae CI Suite marking the third major release in less than a year. The release includes an Analytics Component that uses existing customer data from one or many data sources defined in the Amae CI Suite administration layer. The Analytics Component combines existing customer and company data with intelligent customer feedback. This process enables OLAP like reporting with actionable information and business intelligence that incorporates customer perspectives.
MTD Products Selects Servigistics
MTD Products and Servigistics announced that MTD has selected Servigistics to manage the company's service parts operations. The Servigistics Planning solution will enhance MTD's customer service levels, while optimizing inventory and streamlining operations. Scheduled for completion by year-end, the Servigistics' solution will be deployed on a Linux, Websphere and Oracle database system, and fully integrated to MAPICS ERP.
SupportSoft and Clorox to Share Insights
SupportSoft together with The Clorox Company will co-present their perspectives at the 2004 IT Infrastructure Management Conference & Expo on how to overcome the challenges of managing a wide array of complex and changing IT assets through the use of automated solutions to identify, diagnose and resolve technical problems. (about SupportSoft)
Cognos Earns SCP Certification
Cognos announced that the Cognos North American Customer Support Team has achieved certification for the third year in a row under the Support Center Practices (SCP) Certification program. Cognos achieved certification after an audit of its North American customer support center. SCP Certification quantifies the effectiveness of customer support based upon a set of performance standards. (about Service Strategies)
Witness Systems Names Tom Bishop to Board of Directors
Witness Systems announced the appointment of Tom Bishop to its Board of Directors. Bishop, who has spent more than 25 years leading high tech companies, brings a background and expertise in a wide range of technologies, with particular strength in the Voice over Internet Protocol (VoIP) market, to the Witness Systems board. (about Witness)
|
| Stock Index |
| RealMarket |
39.81
|
-0.58%
|
| Stock Index: | Tell me more |
| Dow Jones | 9,894.45 | -1.09% |
| Nasdaq | 1,903.02 | -0.92% |
| S&P 500 | 1,103.29 | -0.94% |
|
| Amdocs | 21.08 | -.25 |
| APAC | 1.53 | -.02 |
| Apropos | 2.84 | .00 |
| Ask Jeeves | 34.84 | .89 |
| Aspect | 10.60 | -.10 |
| Astea | 7.17 | .29 |
| ATG | .94 | -.05 |
| AVAYA | 13.17 | .04 |
| Blue Martini | 2.75 | .03 |
| Broadvision | 2.62 | -.04 |
| chinadotcom | 4.86 | -.05 |
| Chordiant | 3.05 | -.10 |
| ClickSoftware | 1.97 | -.01 |
| Convergys | 13.37 | .12 |
| E.piphany | 4.08 | -.12 |
| eLoyalty | 5.55 | -.34 |
| Epicor | 13.71 | .09 |
| eOn | 1.44 | .02 |
| Firstwave | 1.42 | .00 |
| HP | 18.38 | -.52 |
| ICT Group | 8.05 | .10 |
| Interact Intell | 3.55 | -.02 |
| Interv Brite | 11.77 | .22 |
| KANA | 1.89 | .04 |
| LivePerson | 3.15 | -.06 |
| Motive | 13.00 | -.19 |
| NCR | 52.99 | .79 |
| NICE | 21.04 | -.29 |
| Nortel Networks | 3.34 | -.03 |
| Onyx Software | 3.45 | .05 |
| Oracle | 12.00 | .01 |
| Pegasystems | 7.30 | -.04 |
| PeopleSoft | 21.08 | -.38 |
| Primus | 1.19 | -.02 |
| Rainmaker | 1.60 | -.10 |
| RightNow | 14.63 | -.35 |
| salesforce.com | 17.99 | -.51 |
| SAP | 39.20 | -.22 |
| Selectica | 4.02 | .12 |
| Sento | 6.31 | -.20 |
| ServiceWare | .36 | -.02 |
| Siebel | 8.88 | -.11 |
| Sitel | 2.18 | -.08 |
| SPSS | 13.52 | -.06 |
| SupportSoft | 6.25 | -.21 |
| Sykes | 5.54 | -.11 |
| Tekelec | 17.38 | -.06 |
| Teletech | 9.58 | -.13 |
| Verint | 36.11 | -.09 |
| Vignette | 1.11 | .00 |
| ViryaNet | 2.62 | -.05 |
| West Tel | 29.50 | -.08 |
| Witness | 16.20 | .22 |
 |
| As of close
10/14/04
|
Call for Entries
Call for User Judges
|
| |
|
|
RealMarket Resource Center |
|
|
Resource
|
Description
|
Events:
|
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.
more >>
|
|
Training:
|
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 . . .
more >>
|
|
Suppliers:
|
CRM Solutions -
Learn more about the CRM vendors that supply product and service.
more >>
|
|
Evaluate:
|
The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
more >>
|
|
Career:
|
Find or fill a CRM job -
Resources for posting or searching jobs in
sales, support, call centers, marketing, etc.
more >>
|
|
Other:
|
Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
more >>
|
|
| |
|
| |
