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Convergys has been working since the beginning of the year with Benchmark Portal to create the Customer Experience Benchmark (CEB)
More predictive analytics are needed in organizations where sales effectiveness is lacking.
Baan executives say the merger with SSA will create a stronger company focused on manufacturing software sales.
Oracle says the first phase of the product integration will help companies better automate and manage telephone interactions; NetLedger says it's new tool can create Web sites on which products and prices are dynamically updated; RightNow Technologies has released a new hosting management platform.
Today Salesforce.com introduced sforce, an online application-development utility to enable companies to build business applications within the hosted software delivery model.
Version 6.0 is a bundle that includes inline updates to ACT! 6.0, ACT! Link for Palm, and ACT! Link for Pocket PC.
The combined company would have annual revenues of approximately $2.8 billion, and employ about 13,000 associates.
Over the next four years the BI industry as a whole could grow to as high as $11.6 billion, which equals an annual growth rate of 15 percent.
eAssist Global Solutions announced its acquisition of the divine brand of Customer Interaction Management Internet products; Extraprise announced the appointment of former Oracle executive Jeff Griebeler as practice director for its contact center business in the Americas; Arcplan has named Robert Koolen to the position of CEO.
Using prebuilt accounting adapters Salesforce.com customers have the option to integrate with Intuit QuickBooks or Microsoft Business Solutions-Great Plains accounting software.
Kanisa announces plans to acquire the enterprise software division of Web-search company Ask Jeeves Inc.
Enkata Technologies claims that contact center inefficiencies account for up to 30 percent of business's annual customer care expenses.
The Alexander Group has announced the release of SalesTime Maker Version 4.0; ScanSoft has released a new product called SpeechPearl XML 1.0; and ACCPAC International released ACCPAC Insight, an enterprise reporting-and-analysis software suite.
SoundBite 4.0 uses interactive voice messaging in place of customer service reps.
Although few companies have achieved an across-the-board customer-centric philosophy, many are on the right track.
Alinean recently released results of ongoing research on the merits of IT spending; SAS announced a three-year, $100,000 software grant to help the Ohio Department of Natural Resources; and Banter has announced the appointment of Christopher D. Brennan as president and CEO.
The companies studied saw a median cash flow ROI of 55 percent over three years, with a breakeven of 22 months and considerable productivity gains across enterprisewide operations.
The solution is designed to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call-handling trends, and enable all calls and interactions to be recorded and made instantly searchable.
The evaluation of CRM services market focuses on commercial and nonprofit organizations attempting to improve client or constituent relations via strategy formulation, software selection, software implementation, business process improvement, training, and deployment.
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