CobbleSoft Announces COIGN Enterprise
CobbleSoft International announced the North American launch of COIGN Enterprise. COIGN Enterprise is a web-based, hybrid CRM/BPM solution, incorporating features such as helpdesk, process and project management, self-service, and knowledge management. Leveraging the process engine originally developed for CobbleSoft's first product (COIGN Corporate Edition, released October 2002), COIGN Enterprise benefits organizations through a number of features enabling support.
Datamonitor Predicts Voice Application Spending
Findings from a new report by Datamonitor leave little doubt that voice application adoption amongst enterprises globally is set for a giant leap. Voice applications range from traditional solutions, such as call center automation and directory assistance, to more niche applications including voice authentication and interactive entertainment. The report, Vertical Voice Applications - Proving the value of investment, predicts that global enterprise spend on voice applications will increase by a staggering 196% over the next three years to hit nearly $1.6 billion by 2007 compared to a mere $540 million today.
RightNow Helps State University
RightNow Technologies announced the successful deployment of RightNow's solutions by several state universities in support of their mission-based cooperative extension programs. Colorado State University, Iowa State University and University of Kentucky are taking advantage of RightNow's web self-service and knowledge base solutions to provide comprehensive, accurate answers to constituents' most important questions via Web, email and phone. (about RightNow)
BT To Deliver Siebel CRM OnDemand
BT and Siebel Systems announced that BT is the first UK-based company to introduce Siebel CRM OnDemand to businesses in the UK. The new on demand service enables small and medium-sized organizations and divisions of larger businesses to organize, manage, and streamline their sales, marketing, and customer service activity through a hosted environment. (about Siebel)
WeDo Consulting Partners With Informatica
WeDo Consulting has closed a partnership agreement with Informatica that formalizes the existing cooperation in several projects, where WeDo Consulting has implemented its packaged Business Intelligence framework tailored for Telecommunications - Customer Knowledge Solution (CKS)- using the data integration tools from Informatica. CKS presents an approach to a Business Intelligence implementation, covering the entire information gathering, warehousing and delivery process within a Telecom Operator.
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Required Reading |
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Monitoring Isn't Enough to Answer the Quality Question
We are continuosly asked how well the contact center is serving the corporate asset - how well is service delivered to customers who call to resolve a problem or to ask a question? In many centers, we must rely on a summary of operational metrics with the assumption that certain metric levels answer this critical question. We also rely on quality monitoring scores to answer the question.
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Archive of past Required Reading articles |
Sprint Canada With Portal Software
Portal Software announced that Sprint Canada has implemented Portal's billing platform for its new home phone and Fido wireless service bundle. Sprint Canada selected Portal's software to integrate the billing platform for the home phone, wireless bundle with the Company's existing billing system.
ClickSoftware Deploys At Bosch Communication
ClickSoftware announced that Bosch Communication Center is using ClickSchedule in its contact center for the scheduling of field service resources. ClickSchedule, part of ClickSoftware's ServiceOptimization Suite, enables Bosch Communication Center to improve the efficiency of Bosch Thermotechnik's field service operation and response time to customer service requests.
Amdocs ClarifyCRM Helps Boise Office Solutions
Amdocs announced that BOISE Office Solutions has implemented Amdocs ClarifyCRM across many of its U.S. call centers and business units to centralize key customer operations and consolidate all customer information into a single system. Amdocs ClarifyCRM provides Boise with a flexible, scalable and reliable architecture to unify operations across multiple divisions, automate and manage customer-facing business processes and deliver personalized interactions. (about Amdocs)
Control-F1 Re-validates Remedy Integration
Control-F1 announced that the company has re-validated its integration with Remedy, a BMC Software company. Control-F1 has been a Remedy Technology Alliance Partner for three years and the recent re-validation reaffirms the strong partnership. (about Control-F1)
Neighborhood Email Helps The Financial Industry
Neighborhood Email announced its successful entry into the financial services industry. During the last year, the company has developed and implemented custom e-marketing solutions for banks and credit unions across the country. These e-mail campaigns allow financial institutions to cross-sell products and services while helping customers take advantage of special rates, investments opportunities and borrowing options.
Courion Hosts Charity Auction
Courion will host its third annual charity auction to benefit local charities during the holiday season. Courion employees will again bid on items donated by employees, business partners, customers and local organizations and 100 percent of the proceeds from the auction will be donated to benefit The Neely House in Boston, and Ginny's Helping Hand, Inc. in Leominster, Mass. (about Courion)
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