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10/13/05 - Vote For Your Favorite CRM Blog
Just today, I received a note from a long time reader (she subscribed in 1997!) saying that "Our Take" is the best addition to the newsletter ever. It seems many other long term readers agree because many of you say that this is the first part of the newsletter you read now.
I've been very careful not to call this column a blog. But by popular definitions, I guess "Our Take" is a blog. I hope that is a good thing. Regardless, I have an offer and a request. First, the offer. Take a look at other CRM blogs you might be interested in.
Second, please take a moment to vote for your favorite CRM blog even if it is not "Our Take." (Note: we show up as "CRMAdvocate's blog")
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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FrontRange Solutions USA announced a new release of GoldMine Integration Services for Microsoft Exchange Server. The new version 2.0 of the integration, which syncs Microsoft Exchange Server with the popular GoldMine Corporate Edition solution, contains multi-server support, bi-directional synchronization and allows entire companies to view designated shared calendars, schedule appointments and access contacts whether they are using GoldMine Corporate Edition or Outlook via the Exchange Server.
In a move to provide superior quality technical support to its customers, Marketron International has selected Citrix GoToAssist from Citrix Systems. With Citrix GoToAssist, Marketron can quickly transfer telephone calls requesting support to an online environment that enables support staff securely and efficiently view, diagnose and solve problems online.
J.D. Power and Associates and the Service & Support Professionals Association (SSPA) introduced the Certified Technology Service and Support (CTSS) program during the opening presentations of the SSPA Conference in Las Vegas this week.
Mercury Interactive announced Mercury Business Availability Center 6.0, a part of Mercury BTO Enterprise. This new version of Mercury's application management optimization center helps customers manage applications from a business perspective, understand end-user experience, manage service levels, and map dependencies between applications and their supporting infrastructure.
Avaya and Equant announced they have formed an alliance to deliver solutions that provide customers with advanced IP communications. The relationship paves the way for future collaboration between Avaya and Equant around the development of IP communications and related applications.
Merced Systems announced that it will host its 1st annual Executive User Summit in San Francisco, CA, October 24-26, 2005. The Executive User Summit will provide Merced Systems' Customers the opportunity to interact with and learn from other organizations who are transforming their operations through Performance Management.
Siebel Systems announced that GiDEL chose Siebel CRM OnDemand over Salesforce.com for its hosted CRM solution.
OneSource Information Services and salesforce.com announced Account Intelligence for AppExchange. Built on salesforce.com's Appforce on-demand platform, Account Intelligence for AppExchange integrates business information, which includes company profiles, executive information, financial data, account profile data and contact information directly with Salesforce.
Pegasystems announced that Fin-Force, the joint venture between KBC Bank, DZ BANK and EDS, has selected Pegasystems Smart Investigate for Payments for use within its international payments and operations area.
Altitude Software announced that Altitude uCI has been selected by SITEL for its global customer interaction management (CIM) needs. The two companies also are expanding their partnership to pursue market opportunities globally.
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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 | 40.43 |  | -0.90% |
| Dow Jones | 10,216.91 | | -0.35% |
| Nasdaq | 2,037.47 | | -1.16% |
| S&P 500 | 1,177.68 | | -0.61% |
| Top Gainers |
| NCR | 32.85 |  | 0.61 |
| Sento | 3.52 | | 0.27 |
| eLoyalty | 6.93 | | 0.25 |
| Top Losers |
| NICE | 45.23 | | -0.96 |
| Tekelec | 17.29 | | -0.61 |
| Vignette | 14.36 | | -0.59 |
| Complete Stock Index |
| As of close 10/12/05 | |
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 Case Studies (more)
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Kronos Incorporated with Citrix GoToAssist - Citrix GoToAssist interfaces with Kronos' internal products and provides a strong support solution for Kronos. Key benifits that Kronos sees include reduced costs while improving quality of service, increased customer satisfaction and loyalty, improved first-call resolution, measured success with comprehensive reporting functionality, and Citrix can have someone up and running within 48 hours with no additional infrastruction needed.(Citrix Online)
|  | | 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)
| | | 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)
| | | Opalis Software Uses CRM and Reduces Time Per Transaction - To gain clarity into their own business, learn more about their customers, and improve the way departments interact with each other and with customers, Rob Tavares, Vice President of Sales, Opalis Software, invested in a customer relationship management (CRM) system and integrated it with existing technologies, like Intuit's QuickBooks.(Maximizer Software)
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"OUR TAKE"