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9/15/05 - Single Vendor Doesn't Mean Single Solution
No doubt about it. By capturing competitor Siebel Systems, Oracle can act with the confidence of the undisputed leader. At least in terms of market share.
But with what technology does Oracle lead? Remember the saying, "No one ever got fired for buying (insert market leader here)." If Oracle is the obvious choice for CRM, why isn't the technology roadmap clearer? If you go to Oracle today and ask for their leading CRM solution, what would they say?
In this case, the statement might be, "No one ever got fired for buying (insert Oracle CRM solution here)." The problem is figuring out which Oracle CRM solution to buy.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Primary Matters announces the release of their newly enhanced hosted version of the Primary Matters Guide. The Guide is an activity-based planning, budgeting and business impact analysis solution.
Witness introduced a SIP-enabled recording solution for IP telephony-based contact center environments. It is designed to lower the total cost of ownership through the support of high availability and high capacity systems, improved robustness through workflow and database support, as well as protocol command forwarding to support multi-site systems.
Adobe announced it is working with eGain to create new solutions for enhancing secure customer interactions through integration of Adobe LiveCycle Policy Server and eGain Service 7 software. The first solutions based on the integration are planned to address more secure electronic statement delivery and account enrollment applications.
Jacada announced that West Corporation has implemented Jacada Fusion Agent Portal. Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing advanced tools that automate cumbersome processes.
Calabrio, previously named Odysoft, delivers multi-channel and multiple time-zone capabilities to its customers, free of charge, as part of the basic solution. Calabrio release 7.5 offers an integrated way to manage any type of media contacts, as well as the flexibility to interface with multimedia ACDs.
Salesboom.com made an announcement concerning the recent buyout of Siebel Systems by Oracle, offering an "Off Siebel CRM OnDemand" rescue operation. Salesboom.com is currently offering 100% credit for the remainder of any existing contracts, and free data migration services to migrate existing data from Siebel CRM OnDemand to Salesboom's hosted CRM enterprise edition for any current Siebel customer interested in switching to Salesboom's hosted CRM alternative.
Surado announced the release of Surado Small Business CRM. To help small business get started, and to better "seed" the lower end of the entry level CRM market, Surado Small Business CRM provides on-premise CRM for up to 10 users for as little as $500 per user, which translates to about $21 per user per month.
SafeHarbor announced that it has created and implemented an open standard formatting structure that allows knowledge base information to move between disparate vendor applications within Web self- service systems.
DoubleClick announced that its customer support team in North America has achieved under the Support Center Practices (SCP) Certification program.
SupportSoft in association with Light Reading will share insights on the future of the residential gateway for triple play service delivery, related capabilities for handling next-generation access networks, and the requirements for service provider success in managing this critical entry point into the home.
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 FEATURE WEBCAST (more) |
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"CRM's Secret Sauce - Everything You Need to Know About CRM"
Gary Lemke, Founder and Publisher, CRMAdvocate
Ah CRM . . . So much investment, so little return. Even today, a great divide exists between the promise and the benefit of CRM. Why? The answer is a paradox of simplicity and complexity - that is, the straightforward desire for customer satisfaction, loyalty and retention against an unyielding realization that not all customers act the same. Nor are all customers valued equally. This webcast is the first in a series on a single strategic focus and metric that can catapult your organization to the next level of revenue growth and profitability. Listen now to learn more.
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| CRMAdvocate Stock Index |
| CRMSI | 42.73 |  | -0.12% |
| Dow Jones | 10,544.90 | | -0.50% |
| Nasdaq | 2,149.33 | | -1.04% |
| S&P 500 | 1,227.16 | | -0.33% |
| Top Gainers |
| Convergys | 14.55 |  | 0.49 |
| SPSS | 22.79 | | 0.48 |
| RightNow | 14.3 | | 0.13 |
| Top Losers |
| Verint | 39.28 | | -1.45 |
| Vignette | 15.35 | | -0.49 |
| ICT Group | 12.07 | | -0.39 |
| Complete Stock Index |
| As of close 09/14/05 | |
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 Case Studies (more)
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Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
|  | | 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)
| | | 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)
| | | 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)
| | | EDS-Saturn Can Grow with Witness - The most critical factor in EDS-Saturn's decision to implement eQuality was the software's ability to grow with the organization and meet ever-changing industry demands. While EDS-Saturn currently uses eQuality to record interactions from both a voice and data perspective, the software can evolve with EDS-Saturn as the organization adopts other mediums for interacting with customers, including e-mail and Web chat.(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)
| | | LifeWay Improves Contact Center - Learn how the ULTRA suite of Contact Center Actionable Intelligence Solutions helped LifeWay improve agent performance, enhance customer experience, and increase revenue through cross-sell, up-sell and new products and services based on identified customer needs.(Verint Systems)
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"OUR TAKE"