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Empirix Announces Service
Empirix launched a new service that helps companies benchmark the performance of automated systems in their contact centers. Called Empirix Baseline, the service provides quantitative, objective data that can be used to formulate goals for upcoming technology rollouts or service-level agreements, measure results of recently deployed technology, or simply to assess performance against industry norms.
HDI Offers Support Center Director (SCD) Certification
Help Desk Institute (HDI) announced it is offering a new certification course: Support Center Director (SCD). The announcement was made at HDI 2004, the association's annual conference held April 17 - 21, 2004, in Orlando, Fla. This course is designed for experienced support center managers, directors and other management positions directly responsible for providing strategic leadership to the support organization. (about Help Desk Institute)
Group 1 Releases Geocoding Solution For ESRI ArcGIS Software
Group 1 Software announced the availability of Centrus GeoCoder for ESRI ArcGIS, an advanced geocoding solution for users of ArcGIS, ESRI's flagship geographic information systems (GIS) software. Group 1's new solution provides integrated address validation and geographic analysis and enhancement.
Kanisa Ships Applications
Kanisa announced the general availability of Kanisa5.5, the company's enhanced application suite for automating the service resolution process across all channels. Unveiled at the Help Desk Institute conference in Orlando, Florida, Kanisa5.5 uses knowledge management technology to improve service delivery in contact centers and on self-service websites.
American Medical Security With RightNow
RightNow Technologies announced that American Medical Security (AMS) has enhanced its customer service operation by implementing RightNow Service. AMS is using RightNow as the primary platform to deliver online self-service as well as to track emails in its contact center. (about RightNow)
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Required Reading |
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Leveraging Predictive Analytics in Marketing Campaigns
The number one asset of a company is its customers and following closely is the information about those customers gained through operational customer relationship management (CRM) systems. Leading marketers have taken advantage of the powerful benefits of sales force automation, call center software and other CRM systems to identify customer demographics, track purchases, monitor shopping habits and identify product preferences.
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Archive of past Required Reading articles |
Mercury Optimizes Application Quality For SAP Solutions
Mercury Interactive announced that the integration of Mercury's leading functional testing product, Mercury QuickTest Professional 6.5, has
been certified by SAP. The integration of Mercury QuickTest Professional 6.5, part of Mercury Quality Center, has been certified by SAP for integration with the SAP extended Computer Aided Test Tool interface 6.20 based on the Windows GUI (BC-eCATT).
MicroStrategy Selected By Cox
MicroStrategy Incorporated announced that its customer Cox Business Services, an operating division of Atlanta-based Cox Communications, Inc., has selected the MicroStrategy Business Intelligence Platform to more efficiently identify sales prospects for Cox's Internet and telecommunications services.
Axelero Expands Relationship With Portal Software
Portal Software announced that Axelero, Hungary's largest Internet service provider (ISP), has expanded its relationship with Portal to manage its billing and customer care requirements of its rapidly growing subscriber base. Portal's billing solution enables Axelero to lead its market with a variety of offerings. Deploying Portal's billing solution allows Axelero to bring new services to market while optimizing its bandwidth usage and profitability.
Telecom Choosing Siebel
Siebel announced that more than 250 of the world's communications service providers -- including nine of the top ten Global 500 Telecommunications companies -- have selected Siebel CRM applications designed specifically for the communications industry. Communications companies that have standardized on Siebel CRM solutions include British Telecom, Deutsche Telekom AG, Infonet Services Corporation, Level 3 Communications, Inc., MCI, NTT Data Corporation and NTT DoCoMo.
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41.49
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1.73%
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| Amdocs | 28.35 | -.17 |
| APAC | 2.94 | -.03 |
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| Chordiant | 4.90 | .07 |
| ClickSoftware | 3.19 | .03 |
| Convergys | 16.06 | .07 |
| E.piphany | 5.26 | .07 |
| eLoyalty | 7.34 | -.16 |
| Epicor | 13.26 | .11 |
| eOn | 2.34 | -.07 |
| FirstWave | 4.10 | -.04 |
| Group 1 | 22.68 | .01 |
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| ICT Group | 13.67 | .07 |
| Interact Intell | 5.89 | .07 |
| Interv Brite | 15.75 | .05 |
| KANA | 3.28 | -.10 |
| LivePerson | 5.13 | -.05 |
| NCR | 46.59 | -.04 |
| NICE | 25.66 | .06 |
| Onyx Software | 3.54 | -.04 |
| Oracle | 12.29 | .30 |
| Pegasystems | 9.43 | -.47 |
| PeopleSoft | 18.64 | .69 |
| Primus | 2.49 | .05 |
| Rainmaker | 3.05 | -.04 |
| SAP | 39.95 | .20 |
| Selectica | 5.15 | -.05 |
| Sento | 13.44 | -1.36 |
| ServiceWare | .59 | .00 |
| Siebel | 11.56 | .16 |
| Sitel | 2.91 | -.04 |
| SPSS | 15.85 | .44 |
| SupportSoft | 10.06 | .56 |
| Sykes | 6.00 | .00 |
| Tekelec | 17.69 | .51 |
| Teletech | 5.99 | -.05 |
| Verint | 31.20 | -.35 |
| Vignette | 1.96 | .07 |
| ViryaNet | 5.54 | -.21 |
| West Tel | 25.93 | .44 |
| Witness | 12.34 | .19 |
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| As of close
04/19/04
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RealMarket Resource Center |
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Resource
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Description
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Events:
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CMP's Call Center Demo & Conference -
MUST ATTEND for all contact center executives and professionals. ENDORSED by respected call center associations. OFFERING: 100+ hands-on product demonstrations, educational workshops & seminars, and networking opportunities. FEATURING: Two keynotes, Pre-Show workshops, RightSourcing Strategies Summit, Three conference tracks, ICMI's Call Center Insight Tours, CCSF's Trial of the Century, Regional Association meetings, and much more...FREE DEMO HALL PASS. Earlybird savings for conference thru April 23rd.
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Training:
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Learn one-to-one strategy -
Receive online
training for one-to-one CRM implementation strategies from the experts.
Now you can get the experience and expertise
of Peppers and Rogers Group Consulting without ever leaving your office.
This interactive Web-based training program combines the value of Peppers and
Rogers Group's live training with the convenience of the Web . . .
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
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Evaluate:
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The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
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Career:
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Find or fill a CRM job -
Resources for posting or searching jobs in
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Other:
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Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
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