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9/27/05 - Memo to Ballmer - Thank You
According to many pundits, it looks like it will be 2008 before Oracles delivers a fully integrated product line via Project Fusion. Assuming 2008 means January and assuming no schedule slips, we are looking at a minimum of 27 months before the whole thing comes together.
However, past experience tells us that when vendors quote dates, you can expect it means the end of the time period and not the beginning. Likewise, software projects are notorious for slipping and notorious for scope reduction. So the smart money says don't hold your breath for 27 months when 40+ months might be in the offing.
I believe Oracle wrote the check for Siebel for access to the customer base. Given the time and effort to move to the new Oracle CRM vision, the Siebel customer base in now officially "in play." If you are a Siebel customer in play, you have the next three years to consider all your options. Yes, you do have options.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Verint Systems announced the latest Opus Performance Analytics solution. The new Opus offering combines proven process optimization techniques with sophisticated performance analytics to help enterprises enhance operational performance across their customer-facing and back office operations.
RightNow announced that telecom softswitch leader CopperCom is deploying RightNow CRM as its platform for marketing, sales and service. By implementing RightNow CRM, CopperCom will be able to optimize the quality and efficiency of its customer-facing business processes as the company continues to grow exponentially.
Avaya announced Avaya Proactive Contact 3.0, which lets organizations enhance their contact centers with advanced customer outreach capabilities that increase the productivity of agents, drive new cost-efficiencies, and boost business continuity.
KANA Software announced enhancements to its email response management application, KANA Response. With the newly unveiled Active Framework customer information is pulled automatically from any data source, including KANA's knowledge-base application, KANA IQ.
KnoahSoft announced the general release of its Cisco-certified KnoahsARK agent performance management software suite. KnoahsARK is equipped with recording, remote monitoring, screen capture, analytics, and additional customizable quality tools.
HigherGround released version 7.5 of its Fusion Series 7 software suite at the opening of the Annual Call Center Exhibition (ACCE) in Seattle, WA. HigherGround simultaneously launched an entirely new website www.highergroundinc.com.
With the latest release of Enterprise WFM, InVision Software presents a new approach to Workforce Management with its Multi-Activity Scheduling solution. This unique feature delivers productivity and efficiency improvements for multi-skill Contact Centers in a fraction of the time and with a fraction of the effort required by previous-generation systems.
Corrigo and salesforce.com announced the availability of CorrigoConnect for AppExchange. CorrigoConnect for AppExchange enables service companies to manage the entire service delivery process on-demand.
Kaidara Software announced that TomoTherapy has selected the Kaidara Advisor knowledge management system to develop a central knowledgebase for its technical support operations.
Chordiant announced that it has selected Infogain to provide professional service resources as it expands its client base in the financial, telecommunications, and customer direct markets. Together the companies will deliver business process automation solutions through a joint delivery model.
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 FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 42.03 |  | 1.81% |
| Dow Jones | 10,426.35 | | 0.06% |
| Nasdaq | 2,116.42 |  | -0.02% |
| S&P 500 | 1,213.88 | | -0.12% |
| Top Gainers |
| SAP | 42.89 | | 0.99 |
| Amdocs | 26.84 | | 0.40 |
| Interv Brite | 8.88 | | 0.33 |
| Top Losers |
| SPSS | 22.4 | | -0.63 |
| NCR | 30.29 | | -0.60 |
| NICE | 43.307 | | -0.53 |
| Complete Stock Index |
| As of close 09/26/05 | |
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EAgency Bolsters Wireless CRM Offering - In a two-month pilot, insurance company Aflac has replaced paper day planners and cell phone calling lists with the RIM BlackBerry 7520 PDA and access to eAgency's Nice Office service. Aflac gets the usual BlackBerry instant e-mails, but also can access Aflac customer forms and a variety of company reports in the field as they work with clients and prospects, without having to return to their offices. (CRMDaily)
|  | | Going Rural: An Alternative to Offshoring - More large companies are considering a range of options because offshoring is such a complex process, says Frances Karamouzis, research director at Gartner. Outsourcing labor to towns in rural parts of the country is particularly attractive given that many state governments are giving tax breaks to employers who move jobs there, she says.(Contact Center Today)
| | | Microsoft Warms Up Telephony Plans - "What they want to do ultimately is own the interface," says Irwin Lazar, an analyst with Burton Group. "They want to provide that client on the desktop, the mobile phone, the softphone regardless of the backend [voice] system." (Contact Center Today)
| | | Goofing up Global CRM - The biggest threat to global business is the Income Statement. Think of the top line entry: Revenue. And if you're a company doing business globally, that means global revenue. You want it. And your markets are bursting with possibility. Look at China, India, South Africa, Australia, the EU (hey, no constitution yet, but still they're consuming frantically).(CRMToday)
| | | Siebel Insists CRM OnDemand Will Continue - "If Oracle got rid of CRM OnDemand, it would be really foolish," said Yankee Group analyst Sheryl Kingstone. She pointed out that during every acquisition involving a rollup strategy, rumors begin flying about which products will be axed. But in this case, Oracle has stated that one of the reasons it wanted to buy Siebel was because of OnDemand. (CRMDaily)
| | | Oracle Set To Purchase Siebel for $5.85B - With sales growth tapering off in Oracle's core business of database software, company CEO Larry Ellison set out in 2003 to become a more formidable force in business applications through acquisitions.(CRMDaily)
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"OUR TAKE"
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