Voice Print Introduces Activ! Reliance
Voice Print International announced its latest solution for recording and storing communications. Organizations in need of full-time recording for compliance, liability, and sales verification can count on Activ! Reliance for guaranteed, non-stop recording as well as for storage and retrieval of records.
Convergys Selected by IBM as Partner
Convergys announced it has signed a 5-year agreement with IBM. Convergys will provide a range of customer care services to IBM as part of its recently announced agreement with Sprint.
Sprint's agreement with IBM is the core of the company's new consumer customer service strategy that is expected to dramatically improve customer satisfaction.
End II End Deploys Siebel CRM OnDemand
End II End sought a solution that would help it make the most of limited resources and efficiently automate and manage certain key customer processes. End II End's sales team has experienced a 35 to 40 percent increase in the number of sales calls made each day.
eLoyalty Announces Campaign Management Implementation
eLoyalty announced it recently went live with an E.piphany Campaign Management software solution implementation for a large wireless telecommunications provider. The business driver for this implementation was the need to increase efficiency in creating campaigns and evaluating campaign results.
Tampa Electric Chooses Elix
Elix announced their agreement with Tampa Electric to provide and implement a suite of contact center applications from Genesys. Elix will also implement its Presto reporting tool, and Impresario softphone and desktop application. Elix will also provide the Genesys application training and custom-designed on-site courses, as well as support and maintenance of licenses and applications.
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Eli Lilly Sees IT as a Business Tool
When Eli Lilly & CO. launched Strattera, the first nonstimulant treatment for kids with attention-deficit hyperactivity disorder, the company knew the side effects could include nausea and sleepiness. By gathering and analyzing feedback from its call centers, with the help of a customer-relationship-management system, Lilly discovered that those effects often were mitigated if children took the medication with a meal and at night.
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Archive of past Required Reading articles |
First Albany Selects Interface Software
First Albany Companies has selected Interface Software as the centerpiece of the firm's client relationship management (CRM) strategy. First Albany will be implementing InterAction to centralize and deliver mission-critical Relationship Intelligence. Prior to selecting InterAction, First Albany utilized a variety of databases, spreadsheets and custom contact management systems to manage customer data.
NuComm Implements AVAYA
Savings of up to 30 percent in network costs and increases in service levels to its North American client base convinced NuComm International to choose an Avaya Enterprise Branch Connect Solution to centralize its voice networking applications and connect management operations over six Ontario contact centers. Avaya created NuComm's solution using its Avaya MultiVantage Communications Applications, an Avaya Media Server and an Avaya Predictive Dialing System to automate and synchronize calls.
METRO Expands Use of NCR FastLane
NCR announced that the METRO Group has extended its commitment to self-checkout. Under the agreement, METRO Group will deploy NCR FastLane in 50 of its Real hypermarkets and Extra supermarkets in Germany by the beginning of 2005.
Sons of Norway Goes Live With Wintouch
Touchtone announced that Sons of Norway has selected Wintouch Member Management software to facilitate member contact and extend insurance services offered to members throughout North America and in Norway. Touchtone's Wintouch Member Management solution provides the Sons of Norway with a secure Internet portal for members to access and change their own demographic information online.
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