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Articles: Financial Services/Banking
PeopleSoft, Onyx, and SAP are starting Q2 with updates to several existing applications, and are adding some new products.
The report, "IT Spending on Customer Knowledge Technologies: Healthy Increases Across Most Regions," states the compounded annual growth rate of customer-knowledge technology investments by financial services firms worldwide will be 6.2 percent from 2003 to 2008.
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
Whether the compliance relates to personal privacy issues, spam, homeland security, federal, state, and local laws, healthcare, or securities, CRM solutions providers need to be aware of the issues.
Although 78 percent of respondents to the Forrester Research survey have access to the Internet, only 36 percent have enrolled for online credit card account access.
Verity announced that it has entered into a definitive agreement to acquire the intellectual property, certain customer agreements, and other strategic assets of NativeMinds; ACCPAC International announced the availability of more than 50 add-on applications; Tellabs selected Salesnet's CRM solution; and more.
PeopleSoft announced this week that the antitrust staff at the Department of Justice (DOJ) has recommended that the Department file suit to block Oracle's proposed acquisition of PeopleSoft; KANA announced it has completed its acquisition of Hipbone; and Epicor Software announced that the NFL's Washington Redskins selected Epicor's midmarket hospitality enterprise solution.
Nuance has released its Nuance 8.5 and Nuance Verifier 3.5, respectively.
Basics in the financial services world are the branch and the call center--analysts predict that most of the CRM spending in the financial services industry will be on the branch and on the tools to help call center agents make the most of their customer touch points.
Teradata and SAP AG have announced a partnership to deliver analytical solutions to specific vertical industries with high data-volume requirements.
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
Gartner has presented its 10 must-do New Year resolutions for CIOs and IT Directors for 2004; MicroStrategy has announced that Trenitalia has deployed the MicroStrategy Business Intelligence Platform to analyze railroad ticket sales data; and Sharper Image has selected Coremetrics to provide detailed analysis of customer and visitor behavior on SI's Web site.
Siebel closes UpShot deal, Datamonitor says more call center seats going offshore, GWI creates new services group, and more...
The mortgage-refinancing boom taught wholesale lenders a real lesson about the loyalty and attention span of their broker-partners.
U.S. call center spending in the financial services industry between 1998 and 2003 increased by 118 percent; Customers are looking for better integration between applications, information systems, and portals; and companies are getting into offshore BPO, but enterprises should also examine the benefits from offshore "insourcing."
European call center spending among financial services organizations grew 130 percent since 1998--a large chunk of that came from U.S. companies moving operations overseas and outsourcing back-office operations.
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.
Demand for chief customer officers has surged; technology spending by North American banks will remain flat for 2003; mobile access to CRM solutions, not wireless connectivity, will see the most attention from systems integrators; and more.
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