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RealMarket Live! - Webcasts ON DEMAND |
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"The Six Sigma Contact Center, Part 2"
Six Sigma is not just for manufacturing. Service organizations including financial, telecom, and healthcare have discovered that Six Sigma brings a process focus to their operations (e.g., improved customer service processes, improved customer-problem resolution, and improved internal support processes). Within these organizations, call centers play a significant role in gathering, aggregating and analyzing voice of the customer data that are crucial to customer centric organizations. Understanding voice of the business and voice of the shareholder data are important for organizations as well since they have a fiduciary responsibility to their shareholders. By using Six Sigma's define-measure-analyze-improve-control process, call centers have been able to reduce errors by improving their accuracy to improve customer satisfaction.
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Featured Expert(s):
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Roger Lee, Director of Consulting Services, e-talk
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Aujoe Introduces Pay-Per-Call Pricing
Aujoe announced the introduction of Pay-Per-Call Pricing for live telephone answering and call center services. Brought forth by Front Office USA LLC, which is managed by a team that collectively has decades of experience with Telecom Technology, managing Call Centers and delivering Customer Service, the unique PPC pricing plans were formulated to offer a simpler and friendlier service for SMEs.
Half Of U.S. IT Operations Jobs To Vanish In 20 Years
Gartner researchers believe that as many as 50% of the IT operational jobs in the U.S. could disappear over the next two decades because of coming improvements in data center technologies.
Epiphany CRM with BEA Systems, HP and Intel
Epiphany announced the results of a scalability benchmark featuring Epiphany Service 6.5, BEA WebLogic Platform 8.1 and HP Integrity servers with 64-bit Intel Itanium 2 processors running Microsoft Windows Server 2003 and HP-UX 11i. The system, a 10,000 concurrent user contact center, demonstrated sub-second response times while handling more than 1 million complex transactions per hour.
Utopy Secures Over $4 Million in Venture Funding
Utopy announced that it has secured over $4 million in additional capital, bringing the total funding to over $10 million. Blacksmith Capital led the round of funding with Utopy's existing investors, and Phil Black, Senior Managing Member of Blacksmith, will join Utopy's Board of Directors.
ASC Seeks Resellers For VoIP Recording Solution
ASC announced it is looking for new resellers to promote and distribute its EVOip software. ASC will offer free training together with sales, marketing and technical support to enable resellers to benefit from the additional revenue opportunities. The solution works with leading VoIP solutions, supports enterprise-wide applications and is currently tested and approved for Alcatel, Avaya, Cisco, Mitel, NEC, Nortel and Siemens.
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Required Reading |
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Software as a Service - The Future of Content Management?
Software as a service is a popular phrase these days depicting what many consider to be the future of software delivery. The term describes a paradigm shift, where customers don't actually buy their software up front but pay for the application, hardware and maintenance services over time, spreading out their payments and shifting control of certain IT responsibilities outside the organization.
(SilkRoad technology, inc.)
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Archive of past Required Reading articles |
Erie County Leverages SAP
SAP Public Services announced that Erie County has successfully replaced its existing legacy systems with integrated solutions from SAP for human resources, financials and grants management. Erie County is also expanding its SAP footprint with the selection of mySAP Customer Relationship Management (mySAP CRM) and SAP Enterprise Portal solutions to manage first responder resources, unify call centers and streamline case management for human services.
MTS Systems With Salesforce.com
Salesforce.com announced that MTS Systems Corporation has rolled out Salesforce.com worldwide for their Test Segment, which accounts for approximately 85% of MTS Systems' consolidated global revenue. The implementation includes full integration with MTS Systems' ERP back office system.
Concord Group Insurance Selects Exstream Software
Exstream Software announced that its Dialogue software has been selected by Concord Group Insurance. Concord is transitioning its document development from a mainframe environment to a web-based system and plans to use Dialogue to handle the more than 1.9 million customer communications created annually.
AFFINA Announces Management Buyout
AFFINA announced that it has finalized a Management Buyout (MBO) of the Company. The Company's founder, Charles T. Ruppman, AFFINA President and CEO, Mark K. Attinger, and AFFINA CFO, Steven Czirjak are now the principal owners of the 31-year-old company. Several additional members of the AFFINA management team also have ownership in the Company. Specific terms of the buyout were not disclosed.
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| Stock Index |
| RealMarket |
43.47
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1.72%
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| Stock Index: | Tell me more |
| Dow Jones | 10,590.22 | 1.53% |
| Nasdaq | 2,138.23 | 1.94% |
| S&P 500 | 1,191.37 | 1.47% |
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| Amdocs | 26.54 | .69 |
| APAC | 1.73 | .04 |
| Apropos | 3.10 | .11 |
| Ask Jeeves | 26.28 | .44 |
| Aspect | 11.38 | .53 |
| Astea | 7.40 | .22 |
| ATG | 1.11 | .00 |
| AVAYA | 16.41 | -.01 |
| Blue Martini | 2.81 | -.11 |
| Broadvision | 2.28 | -.02 |
| chinadotcom | 4.53 | .12 |
| Chordiant | 2.06 | .01 |
| ClickSoftware | 2.10 | .20 |
| Convergys | 15.14 | .27 |
| E.piphany | 4.58 | .06 |
| eLoyalty | 5.20 | .17 |
| Epicor | 15.92 | .15 |
| eOn | 3.05 | -.22 |
| Firstwave | 2.13 | .09 |
| HP | 20.45 | .45 |
| ICT Group | 9.03 | .48 |
| Interact Intell | 4.52 | .30 |
| Interv Brite | 13.12 | .12 |
| KANA | 1.66 | -.02 |
| LivePerson | 2.81 | .17 |
| Motive | 12.95 | .20 |
| NCR | 61.43 | 1.70 |
| NICE | 28.63 | -.08 |
| Nortel Networks | 3.59 | .12 |
| Onyx Software | 3.34 | .05 |
| Oracle | 12.96 | .22 |
| Pegasystems | 7.34 | .09 |
| PeopleSoft | 23.64 | .03 |
| Rainmaker | 1.03 | -.02 |
| RightNow | 19.00 | .81 |
| salesforce.com | 16.94 | -.52 |
| SAP | 45.46 | .96 |
| Selectica | 3.91 | .06 |
| Sento | 5.55 | .05 |
| ServiceWare | .45 | -.02 |
| Siebel | 10.43 | .35 |
| Sitel | 2.24 | .02 |
| SPSS | 15.92 | -.07 |
| SupportSoft | 5.02 | -.06 |
| Sykes | 6.85 | .10 |
| Tekelec | 23.12 | -.29 |
| Teletech | 9.92 | .15 |
| Verint | 41.50 | .36 |
| Vignette | 1.28 | .01 |
| ViryaNet | 2.66 | -.04 |
| West Tel | 35.52 | .88 |
| Witness | 16.49 | 1.50 |
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| As of close
12/01/04
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