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10/25/05 - Take a Deep Breath
At the beginning of the month, I started to speak about the pros and cons of benchmarking. We are now approaching the end of the month and we are still on the topic. Why? Because you, our valued readers continue to chime in with your thoughts.
And I still have so many readers' opinions and ideas to share. I realize there are pros and cons to any position. I also realize that what may make sense for one organization might spell disaster for another. So there is no "one size fits all" answer for most topics.
So today, I take a break from the topic itself and pledge the following: 1) You will know where I stand on the topic; 2) If readers don't agree with my position, I promise to share alternative views; 3) I will do my best to give you all sides of a topic so you can decide for yourself. That is my commitment to you.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Callidus Software unveiled its Callidus TrueAnalytics solution, the company's newest offering that enables organisations to monitor and analyse sales performance to improve and optimise incentive compensation plans, and drive revenue and profitability.
eGain announced that CashDirectExpress has selected eGain OnDemand to build a multichannel customer interaction hub. CashDirectExpress will implement the solution for web self-service, email management and chat to route, track and resolve service inquiries, and improve customer satisfaction.
Axios Systems announced a global agreement with Knowledge Powered Solutions and RightAnswers - adding their Knowledge Management Suite and Knowledge Content offerings to Axios' best-of-breed integrated solutions offering.
Empirix announced that it has partnered with Wily Technology to provide customers with integrated solutions for ensuring the quality and performance of Java-based application environments. Empirix has joined the new Wily Integration Network (WIN) program, enabling the company to assure customers that Empirix Web testing and monitoring products integrate with Wily Introscope.
Siebel announced that NRG Benelux/Nashuatec has increased customer and employee satisfaction by 30 percent in two years using Siebel Field Service and Siebel Call Center. Nashuatec deployed Siebel Field Service and Siebel Call Center to 600 employees in the Benelux region to support its move from a product-focused to a customer-centric service business.
SPSS will host its annual Directions 2005 User Conference on November 16-19, 2005, at Caesars Palace in Las Vegas.
SAP announced that CSI Leasing has selected the SAP Leasing application as its foundation for growth and catalyst for improving the integration of processes across its domestic and international operations. CSI also expects to better maintain its information technology governance overall using the leasing application, which leverages functionality from mySAP Business Suite solutions.
Nortel PEC Solutions announced that the Centers for Disease Control and Prevention (CDC) in Atlanta will rely on voice solutions from Nortel for mission critical communications in its recently opened, multi-billion dollar facility. Nortel PEC Solutions is working closely with the CDC to develop a voice communications infrastructure made 99.999 percent reliable with Nortel Communications Server 1000, a full-featured, server-based IP PBX.
RightNow announced results for the third quarter ended September 30, 2005. RightNow reported consolidated revenue of $23.2 million for the third quarter of 2005, an increase of 41 percent from the third quarter of 2004. Net income in the third quarter of 2005 was $2.3 million, or $0.07 per diluted share, compared to net income of $1.4 million, or $0.05 per diluted share, in the third quarter of 2004.
Motive and Thomson will be the first to demonstrate automated management capabilities that help providers accelerate and scale the delivery of new IPTV services, and simplify the user experience for subscribers. The demonstration will debut at the TELECOM '05 show on Oct. 24-26, 2005 in Las Vegas.
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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 | 42.68 |  | 1.87% |
| Dow Jones | 10,385.00 | | 1.63% |
| Nasdaq | 2,115.83 | | 1.59% |
| S&P 500 | 1,199.38 | | 1.65% |
| Top Gainers |
| Verint | 38.72 | | 1.66 |
| RightNow | 13.65 | | 1.03 |
| West Tel | 39.25 | | 0.94 |
| Top Losers |
| Tekelec | 17.3 |  | -0.15 |
| Epicor | 0.93 | | -0.08 |
| ClickSoftware | 1.41 | | -0.07 |
| Complete Stock Index |
| As of close 10/24/05 | |
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Oracle to Bully Microsoft With Open-Source Database - Oracle's recent acquisition of the open-source Innobase database technology could mean that the firm is preparing to release an open-source database. The vendor could use the database to "bully" Sybase and Microsoft, according to Donald Feinberg, distinguished analyst and vice president at analyst firm Gartner. Innobase's flagship offering, InnoDB, is distributed under an open source license. It is not a standalone product, but is distributed as a part of the MySQL open-source database.(CRMBuyer)
|  | | Sage Has Eye on Global CRM - "Realize that Sage has been in the CRM space for a long time," said Yankee Group analyst Sheryl Kingstone. "They are not coming to the market with new technology; it's more of a repositioning and branding effort in the U.S. and globally."(CRMDaily)
| | | Unless You're Offering Multiple Channels, You May Be Missing Something: ROI - Recently, I received a "special offer" from Southwest Airlines, and, as it coincided with travel plans, I ended up booking a Southwest flight to Los Angeles, reserved a car and started making a hotel reservation. Halfway through, I canceled the hotel transaction, so my husband and I could consider whether we wanted a hotel near Disneyland.(CRMGuru)
| | | Real estate firm signs SAP Safe Passage deal - A Cleveland real estate management firm joins a list of 30 companies that have chosen to replace their J.D. Edwards or PeopleSoft applications and replace them with SAP products.(SearchCRM)
| | | Tool sheds light on the B2B tech purchasing process - Strategic Oxygen's decision-making repository helps tech marketers divvy up their dollars more effectively()
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"OUR TAKE"
Articles (more)