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11/28/06 - Catalogs Everywhere
Remember the promise of the paperless office? Indeed, prognosticators told us that office automation and computer technology would render the filing cabinet obsolete. How wrong they were. In fact, computing has actually increased the proliferation of paper. Now we have printers everywhere.
We heard the same story with regard to Internet shopping. The ability to buy anything and everything online would make "brick-and-mortar" stores less than fashionable. Among the most vulnerable were the paper catalogs. E-commerce, rising printing costs, and escalating postage were supposed to kill the catalog.
The opposite is turning out to be true. According to a Business Week article, "Catalogs, Catalogs Everywhere (registration required), the number of catalogs mailed last year grew by 5.5% to 19.2 billion. Victoria Secrets alone shipped 400 million. Are you integrating online come-ons in your direct mail strategy?
Gary Lemke, Publisher
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TODAY'S NEWS (more)
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Fuze Digital Solutions announced that the Fuze Suite v6.2 release will enable companies to offer customers its complete customer care solution in their native language. Newly supported languages include Spanish, French, and German.
Orange Business Services has launched a new suite of SIP multimedia services based on Nortel technology. "Business Together" from Orange Business Services unifies onto a single interface all the necessary tools for a company to optimize their team working environment. It does this through telephony, collaboration, instant messaging and multimedia communications; all safely accessibly from a computer, an IP Phone or a mobile smartphone.
Envox Worldwide announced the availability of Envox CT Connect 7, the latest version of the Company's standards-based CTI software. Envox CT Connect 7 provides enhanced computer telephony interoperability with IP communication networks and integration with platforms based on Web Services or service oriented architectures.
eGain announced that InfoWorld has named ABN AMRO an InfoWorld 100 award winner for providing innovative customer service to their clients, leveraging eGain's software for building customer interaction hubs.
World-class information technology (IT) organizations spend 7% more than typical companies, according to 2006 Enterprise Book of Numbers research from The Hackett Group.
Every day over 13,000 organizations and 140,000 subscribers worldwide rely on Apptix to provide critical on-demand messaging and collaboration services. In 2005, this application services provider determined it would establish its customer service function as a key competitive differentiator, a decision that lead to the selection of inContact as its core Automatic Call Distributor (ACD) technology. Automated customer quality surveys, agent activity reports and call detail reports have helped the Apptix management team get their arms around the performance of their Customer Support operations.
Green Beacon Solutions announced the successful launch of a customized CRM solution for DirectNET, enhancing the company's customer service offering and improving internal workflow processes.
Oracle announced that Children's Hospital and Health System has successfully implemented Oracle's PeopleSoft Enterprise Applications to create an integrated enterprise resource planning solution that is helping the hospital enhance operational efficiency and productivity.
Gila has replaced its Nortel system with contact center automation software from Interactive Intelligence. The new software, called Customer Interaction Center (CIC), was deployed to provide more cost-effective and less complex inbound and outbound dialing, expanded self-service capabilities, and new quality monitoring functions.
Baystate Health is leveraging Vignette's Web solution to facilitate greater information sharing internally and improve online customer interactions.
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 FEATURE WEBCAST (more) |
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"Optimizing the Customer Experience for Web Self-Service "
Allen Bonde, Senior VP, Strategy & Marketing, eVergance
Customers want - and have come to expect - great service. But, when it comes to self-service, many sites are still offering only static search and simple FAQs... with poor customer satisfaction and high escalation rates as a result. Get expert advice from self-service guru Allen Bonde and KNOVA Software CTO Mark Angel as they explore new ways to create an online self-service experience that cuts costs and delights customers with personalization and efficient resolution. You'll learn how to align business and user needs, drive adoption and measure the impact of your solution via targeted self-service metrics.
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| CRMAdvocate Stock Index |
| CRMSI | 58.95 |  | -0.42% |
| Dow Jones | 12,097.19 | | -0.25% |
| Nasdaq | 2,398.19 | | -0.49% |
| S&P 500 | 1,379.49 | | -0.28% |
| Top Gainers |
| Witness | 18.37 |  | 18.37 |
| Astea | 7.47 | | 0.15 |
| Pegasystems | 9.83 | | 0.09 |
| Top Losers |
| salesforce.com | 40.15 | | -0.40 |
| RightNow | 15.57 | | -0.36 |
| eLoyalty | 17.69 | | -0.26 |
| Complete Stock Index |
| As of close 11/27/06 | |
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