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8/11/2005 - Outsourcing Best Practices - IV
Escape hatches exist in the hope that they are never used. Designing in an escape hatch for your outsourcing agreement should be done with the same hope. However, if you need one, you'll be glad it is there.
One reader suggested, "All outsource planning, negotiations and contracts should include the possibility of reversing the decision and do in-sourcing. If that is clearly in the planning, you maintain the option of taking the processes and products back in house."
So when you think about all the things you have to do to enter in an outsourcing arrangement, make sure the proper escape hatch is part of the design.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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RightNow announced the release of RightNow CRM 7.5 with a range of new and enhanced features across marketing, sales and service processes. RightNow CRM's three constituent applications -- RightNow Marketing(TM), RightNow Sales(TM) and RightNow Service(TM) share a common database, common business rules management, and a common workflow engine.
Avaya announced the next generation of its Internet protocol (IP)-based speech self service solutions that deliver enhanced levels of customer service using the power of voice. The new Avaya Voice Portal software platform integrates within a service-oriented architecture (SOA), providing an easier way to speech-enable Web services across highly-distributed enterprises.
Mercury Interactive Corporation announced that more than 150 customers worldwide have selected Mercury Business Process Testing. Mercury Business Process Testing was launched to automate application testing for non-technical business experts. Companies using the product include three of the top five banks, two of the top three insurance companies, and two of the top four Global 2000 congolmerates.
HDI has appointed long-time HDI executive Peggy Libbey to the position of president and chief operating officer. HDI founder Ron Muns will remain in his post as chief executive officer. In the newly created executive role, Libbey will oversee HDI's membership operations, world-renowned training and certification programs, publications, research and conferences.
Pegasystems announced its selection by ViPS, a WebMD company, to participate in the Retiree Drug Subsidy (RDS) contract. The ViPS team, including Pegasystems, will work in support of developing, implementing and maintaining an enrollment and payment system for the successful execution and management of the RDS program.
To support the recent launch of its B-OnLine initiative towards emerging businesses in Bahrain, Microsoft has selected Infocall for its ability to deliver first-class call centre outsourcing services powered by Altitude Software.
Epiphany announced plans to make the Epiphany Sales & Service, Marketing, Advisor and Customer Relationship Backbone solutions certified for use with the open source JBoss Application Server. The certification will provide customers an additional application server choice for Epiphany solutions that can be deployed in a modular fashion.
IDG World Expo announced the launch of Real Time CRM Solutions, scheduled to take place November 29-30, 2005 at the Colonnade Hotel in Boston. Real Time CRM Solutions will bring CRM and Real Time practitioners together with organizations to address CRM software including hosted and Web services, wireless communications and mobile technology.
Nuasis announced that Pillar Data Systems, a provider of enterprise storage systems, has chosen the Nuasis NuContact Center for its customer service contact center operation. Nuasis' distributed architecture scales to meet Pillar's demand for redundancy of their customer service contact center.
The Call Center Industry Advisory Council (CIAC) announced awarding of the first contact center industry certification in the UNITED EMIRATES to Jecil Thomas, CIAC-Certified Operations Manager at National Bank of Dubai and in JAPAN to Tetsuri Sawada, CIAC-Certified Strategic Leader at Marsh Japan. CIAC has also awarded the first CIAC-Certified Operations Manager designation in SOUTH AFRICA to Shamoodah Gerber, Call Centre Manager Nedbank.
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 FEATURE WEBCAST (more) |
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"Business Value in VoIP Recording"
Greg Sherry, Director, Marketing and Business Development, Witness Systems
With the emergence of new technologies, companies are interacting with their customers in new and different ways. It's now inevitable that VoIP will be deployed in call centers of all sizes - and businesses of all types. Recording VoIP interactions is less expensive than recording interactions via traditional phone switches. More importantly, the business value of recording VoIP interactions can also be more substantial since business and workforce optimization efforts can impact customer service groups, but also sales, marketing, back office operations, services groups and other related business areas. Listen to understand the business drivers that make recording VoIP interactions a compelling proposition and discover how companies have discovered real value in VoIP interaction recording.
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| CRMAdvocate Stock Index |
| CRMSI | 39.66 |  | -0.19% |
| Dow Jones | 10,594.41 | | -0.20% |
| Nasdaq | 2,157.81 | | -0.76% |
| S&P 500 | 1,229.13 | | -0.18% |
| Top Gainers |
| Astea | 8 |  | 1.35 |
| SAP | 43.5 | | 0.36 |
| NCR | 35.5 | | 0.36 |
| Top Losers |
| Epicor | 13.5 | | -0.60 |
| NICE | 45.75 | | -0.51 |
| AVAYA | 9.6 | | -0.42 |
| Complete Stock Index |
| As of close 08/09/05 | |
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 Case Studies (more)
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Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
|  | | Barrie Hydro Adds Energy to its Help Desk with LiveTime - The implementation of LiveTime Help Desk has allowed Barrie Hydro to benefit from built-in reporting.(LiveTime)
| | | Bank of America with IEX - Customer satisfaction scores have exceeded the bank associates goals as a result of using adherence scores as an incentive for identifying behavior that exceed team goals.(IEX Corporation, a Tekelec Company)
| | | Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
| | | Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
| | | Carlson Hospitality Worldwide with IEX - In the first year, CHW said it eliminated 1,000 hours of shrinkage per month and reduced labor costs by 8 percent. Manual processes were automated and cycle time was reduced.(IEX Corporation, a Tekelec Company)
| | | MEDEX Global Group With Epicor - MEDEX needed a CRM system with integration capabilities to enable sharing of information across the organization. They found their solution in Epicor Clientele CRM.NET and can now share detailed contract and service information, have improved flexibility in adapting to growth and changing business processes through Web services architecture, and the ability to create HIPAA (Health Insurance Portability and Accountability Act) compliant reporting.(Epicor Software Corporation)
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"OUR TAKE"