Hollywood Gets Helping Hand from IBM and Filmtrust
IBM and Filmtrust, an e-procurement and budget management system for the entertainment/production community, will work together to develop cost savings tools within an e-marketplace for the entertainment industry. IBM will provide Filmtrust with consulting and market research services to create a Web-based procurement solution. Studios and production companies using the enhanced Filmtrust system will save time by using Filmtrust's network of more than 500 vendors through a "req2check" process, the time from the moment a requisition order is placed to when a check is cut for payment to vendors.
Bank of America's Global Corporate and Investment Bank has selected YOUcentric software as a solution for its client information management services. Bank of America will utilize the YOUcentric solution as part of a relationship management project that will eventually support 8,000 users. Bank of America says it will be able to customize the system to help to understand its clients' needs better.
eLink Communications, a tenant-centric provider of broadband communications services, has deployed Cisco 10000 Edge Services Routers to aggregate T1 and E1 traffic across its broadband network to serve multitenant commercial units worldwide. The Cisco 10000 ESR is used to aggregate eLink's Internet traffic from multiple buildings at a collocation site and interfacing to eLink's network. The ESR reduces the amount of real estate eLink needs for its network infrastructure.
Chapter 2 e-services, a business application hosting and ASP infrastructure provider, has deployed Aspect Communications' Aspect Customer Relationship Portal as the foundation of Chapter 2's CRM solution. Aspect Communications provides customer relationship portals. The Aspect Customer Relationship Portal blends telephone calls with e-mail, fax and Web contacts into a common queue of customer interaction; presents real-time eCRM information to agents' desktops; and integrates critical eCRM resources, including front-office systems from vendors, including Siebel, PeopleSoft and Clarify, back-end databases and telephony, e-mail, Web and WAP services.
Lands' End, a global clothing merchant, has selected enterprise class e-business solutions provider Trilogy to power its new CRM solution, combining sell-side e-commerce and eCRM. Lands' End will use the Trilogy MultiChannel Commerce solution to enrich its customer service efforts, including sophisticated needs analysis, up-to-date product availability and the ability to add or submit an order via a combination of Lands' End sales channels.
Firstwave Technologies, a provider of Internet relationship management solutions, will offer its customers LeadMinder.com's automated inquiry management service in conjunction with Firstwave's Web-based relationship management application. LeadMinder will find, qualify and develop new leads for companies that are using eRM, Firstwave's Internet relationship management application suite. LeadMinder qualifies leads for sales agents.
st. Louis-based General American Life Insurance Company has selected Chordiant Software's eBusiness infrastructure software for a pilot project. The pilot is part of General American's customer service e-commerce program to improve customer satisfaction and service. Chordiant's automated workflow software will help to process customer requests and expand self-service through the Internet. General American hopes the software will improve operational efficiencies, management reporting measures and capacity planning.
MicroAutomation, a provider of call center and contract center solutions, has been selected by Hilton Reservations Worldwide to design and implement enhanced CTI solutions in Hilton's U.S.-based reservation call centers. MicroAutomation will install its CallCenter Millennium call management and CTI server products to process and route calls and to interface with HRW's backend systems. This will provide caller and transaction information to reservation agents. MicroAutomation will also install an Edify Electronic Workforce IVR system at each call center to provide automated reservation confirmations.
America's Choice Healthplans, an online health care benefit administrator, has implemented !heycenter technology, from customer engagement solutions provider !hey. With the addition of !heycenter, ACH claimants can receive personalized answers to their questions by clicking the live help button, which initiates direct text chat with ACH customer service reps. These reps now handle text chat activities along with traditional inbound phone activities.