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New & Noteworthy
Posted Apr 1, 2003
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Contact centers Contact center solutions developer Envision Telephony has announced the availability of Click2Coach with SmartAgent, an intelligent delivery technology that delivers training and coaching content directly to agents' desktops. Using business rules and an intelligent algorithm, Click2Coach with SmartAgent is designed to provide managers with a flexible method for coaching agents at their desktop during the most appropriate time: when call and activity volumes are low. According to David Pennington, Envision's director of product management, SmartAgent essentially trains agents for free, because it uses time for which organizations have already paid. www.envisiontelephony.com Customer service Pegasystems, which develops business process software, has unveiled an application that automates credit card processing functions. Called PegaCARD Customer Care, the scalable customer service software is part of the PegaCARD Services suite of products. PegaCARD integrates front and back office applications to create a single portal for managing customer requests. Customer service representatives are given a holistic view of a customer's account, which enables multichannel customer service and collections, dispute and chargeback management, along with credit, fraud, and correspondence management. PegaCARD, designed for card issuers that issue between 1.5 million and 25 million cards per year, includes 17 preconfigured workflows. Those workflow templates provide straight-through processing for nearly 90 percent of service requests, including account and transaction inquiries, change of address requests, credit management and autoprocessing of disputes and chargeback queries. Still, the application has a flexible architecture that allows business rules to be modified and changed. www.pegasystems.com Data analysis MapInfo has launched version 3.0 of TargetPro, a marketing information analysis system designed to integrate an organization's customer data with MapInfo's demographic, geographic, business, and segmentation databases. This should allow users to calculate customer penetration, analyze the results of direct mailings, make decisions about potential or existing locations of, for example, retail stores or branches, fixed or wireless telecommunications networks, or marketing campaigns. TargetPro Version 3.0 includes a new report wizard and additional report types. www.mapinfo.com
Business intelligence Pilot Software has released an upgrade of its browser-based business intelligence solution, Pilot BusinessAnalyzer 8.0. BusinessAnalyzer 8.0 features a redesigned interface that aims to simplify reporting for casual users, while still providing the reporting capabilities power users need. A customizable dashboard enables business managers to keep real-time views of critical reports. Dashboards are automatically updated with the latest data, and links provide users instant access to deeper analysis. Version 8.0 also features improved query response time and reduced consolidation times, Web-based Excel add-in capability, and browser-based administration. www.pilotsoftware.com Mid-market support Epicor Software, a provider of integrated enterprise, e-business, and collaborative commerce software solutions for mid-market companies, has released Clientele Customer Support 8.1, which uses the Microsoft Visual Studio .NET IDE (integrated development environment) as its customization environment. The company says customers building the Clientele Software Development Kit on top of Visual Studio .NET can modify Clientele Customer Support quickly and easily, promoting a faster ROI and a lower total cost of ownership. www.epicor.com
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