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PeopleSoft Thursday held a meeting with analysts to discus the way the company will market products now that its merger with J.D. Edwards has closed; HP this week announced it will acquire Talking Blocks; Elix today announced the launch of an online benchmark study specifically designed for contact centers; and TuVox has appointed Christoph Mosing vice president of professional services.
Symon aims to integrate its real-time communication solutions with TargetVision's visual communication products.
Firms should be making investments in new functionalities like call center text-mining, event triggering, profiling, lead management optimization, marketing resource management, scenario planning, dynamic pricing tools, and partner relationship management.
Meta Group's "Data Quality Tools Evaluation Report" states that data quality-adoption rates are expected to expand 20 to 30 percent annually during the next three to five years.
SAP AG today announced complete details on the new intellectual property management (IPM) capability included in the recently announced new release of mySAP CRM; Expertcity has debuted an online ROI calculator; and Positive Software Systems has announced the commercial availability of ContactQ.
Fewer than 10 percent will have the appropriate processes and governance structures by 2005 to effectively manage the multiple external service providers that contribute to common enterprise objectives.
The research firm surveyed 82 senior business and IT executives and found that companies experimenting with BPO complain of inflexible contracts, difficulty managing vendors, and a lack of performance metrics.
CRM analytics is expected to grow the fastest; new initiatives reinforce Siebel's commitment to corporate governance principles; enterprises should also examine the benefits from offshore insourcing, according to Gartner; Pivotal has announced the appointment of Bruce Kenny to senior vice president of products.
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
Dr. Michael Treacy, chief strategist and cofounder of GEN3 Partners, advised attendees to beware of the "twin diseases of IT," which he identified as the enterprise disease and the process disease.
NetLedger and Artisoft today announced the availability of an integrated Web-based phone support system for hosted applications; Best Software has released ACT! Link 2.0, which better integrates ACT! with Intuit's QuickBooks products; and Alinean has released ValueIT 3.0, a comprehensive ROI tool kit.
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
The report notes that consumer confidence in online security has fallen since its peak in 2001, and shows no sign of improvement in 2003.
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
The product enhancements focus on three primary areas: packaged business-process integration, new and enhanced productivity-related features, and advanced synchronization with Microsoft Outlook and IBM Lotus Notes.
The product focuses on simplifying the way users track customers and related projects, manage customer information, and provide customer service.
Teradata says identity theft worries rise, Vignette survey shows customers want more integration, Topcall reports that companies need better disaster recovery systems, and more...
Two reports released today reveal the growing interest in CRM among pharmaceutical companies.
ACCPAC, a subsidiary of Computer Associates, has announced several new CRM products, including a new, hosted version of its CRM solution.
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