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Magic Quadrant for CRM Customer Service and Support Applications '04: In Gartner's recently released report, Siebel stands alone in the leader quadrant, while E.piphany and PeopleSoft are the two closest competitors in the visionary quadrant.
Forrester BPM TechRankings '04: The research firm reevaluates the top pure-play BPM vendors' products, separating process analysis capabilities and human workflow capabilities.
Omega Management Group's John Maraganis says that those companies winning awards are going about customer service in such a way that builds strong customer loyalty.
Real revenue and market potential for BPM is at the business level, enabling new business strategies, reducing operating costs, and improving process performance.
Rockwell FirstPoint Contact has named Stephanie Dietz regional vice president for the northeastern region of the U.S.; Sprint and IBM this week announced a five-year, multibillion dollar customer-service agreement between Sprint and IBM Business Consulting Services; and more.
Forty-three percent of respondents to the Yankee Group "SMB Infrastructure Survey" admitted a fear of becoming heavily dependent on Microsoft's products and services.
The consulting company released its latest report on how VoIP technology can be leveraged in contact and customer service operations.
Best-of-breed ICM fares better than that of ERP vendors.
Pegasystems has introduced a new set of horizontal and vertical BPM solutions; Expertcity has announced an OEM and distribution partnership with Mobile Automation; NetByTel has made available its new self-service list removal solution using speech recognition; and more.
TechRankings analyzed both the ability of the vendor to support the solution and its functionality, including the tools to manage the sales process and sales management--from managing opportunities, quotas, and forecasts, to assessing the results.
Nuance has released its Nuance 8.5 and Nuance Verifier 3.5, respectively.
Successful implementations of CRM applications have yielded returns ranging from 16 percent to more than 1,000 percent, according to IDC's new study.
CEO Larry Ellison's keynote concentrated on how CRM has continually failed to deliver on its promise of that complete customer view.
PeopleSoft posted record license revenue; Comergent has acquired Profile Systems; and more.
The combination of Nextel's wireless service and mobile devices with Salesforce.com's on-demand model will help mobile sales reps access their critical customer and deal information any time, anywhere.
The report finds that businesses and consumers maintain opposing ideas on what generates and what undermines trust.
NeoSpeech has developed VoiceNotify for auto dealers; Pegasystems has delivered three new BPM solutions; Kauri Business Systems has unveiled Procoll; and more.
Talk of Oracle's ongoing hostile takeover efforts of rival PeopleSoft was noticeably absent from day one of Oracle's annual AppsWorld conference.
The new service includes database, storage, and hardware solutions designed for companies with fewer than $1 billion in annual revenues.
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