| Editorial |
 Mastering the Customer Experience
Focusing on the customer is not something new. Customer Relationship Management theories embraced in the 1990’s hold true today — the operational, collaborative and analytical aspects of the ‘CRM Ecosystem’1 still need to be adopted and adhered to.
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| Highlights |
 Seven Ways to Reduce IT Costs with Master Data Management
Information Technology managers are facing a dilemma given the current economic climate – despite budget cuts, companies do not expect reductions in the service levels provided by IT to the business. Under such circumstances, how do you maintain or improve service levels, and continue to run the business efficiently?
by Ravi Shankar, Senior Director of Product Marketing
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| What's
New? |
 Genesys Telecommunications Laboratories, an Alcatel-Lucent company, released new UK research today that highlights a disconnect between the metrics monitored in the contact centre and the information required by the business at large.
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 Industry Calls For More Support To Improve Back Office Planning
Organisations are now taking contact centre planning and performance management disciplines into the Back Office and are calling for standardisation...
Land Registry Streamlines Purchase-to-Pay Processes With Version One
Land Registry, the government department that records who owns land and buildings in England and Wales, is centralising and streamlining...
Response One appoints Ross Barnes as Head of Digital Media
Response One Group has announced that it has appointed Ross Barnes as its head of digital media.
Barnes joins...
Implementation of NICE SmartCenter Expanded to Improve Customer Service for Major U.S. Electric Utility
NICE Systems (NASDAQ: NICE - News), a leading global provider of advanced solutions that enable organizations to extract Insight from...
Religar Enterprises Uses Soffront CRM to Efficiently Maintain Master Data
Untitled Document
Soffront Software Inc., www.soffront.com,
the leader...
International Travel Supplier Installs 1,000 Seats of Event Focus Software
Iontas ( www.iontas.com) reported today that a large travel supplier based in the UK purchased and deployed 1,000 licenses...
Interactive Intelligence Adds SMS to All-in-One Multi-Channel Contact Center Software Suite
Interactive Intelligence (Nasdaq: ININ - News), a global provider of unified IP business communications solutions, is adding short message service...
Gartner Survey Finds 90 Percent of Respondents Expect to Maintain or Grow Usage of SaaS
Nearly 90 percent of organizations surveyed expect to maintain or grow their usage of software as a service (SaaS), citing...
Unica Announces Financial Results for Fourth Quarter and Full Year Fiscal 2008
Unica Corporation (Nasdaq: UNCA - News), a leading global provider of enterprise marketing management (EMM) solutions, today announced financial results...
Maximizer Mobile CRM Now Available for Nokia – The Global Leader in Smartphone Sales
Expanding its reach across smartphone platforms, Maximizer Software Inc. (TSX:MAX), a leading provider of simple, accessible customer relationship management (CRM)...
Convergys Provides Relationship Management Support to the FDIC
Convergys Corporation (NYSE: CVG - News), a global leader in relationship management, announced a new, five-year agreement to provide customer...
FrontRange Solutions Launches HEAT Plus Mobile To Reduce Help Desk Costs
FrontRange SolutionsTM, a developer of business software solutions, today announced the launch of HEAT(R) Plus Mobile, a new addition to...
How To Win In The Credit Crunch And Keep Customers Happy
Telephonetics VIP, a provider of speech recognition and intelligent customer interaction technology, surveyed attendees at Call Centre Expo [1] to...
Red Bee Media Selects Cordys To Support Its Media Services For Broadcasters
Red Bee Media, a broadcast services provider in the United Kingdom, has selected a platform from Cordys, a global provider...
IDC Completes Global Research Study Revealing Five Key Factors Leading to Pervasive Business Intelligence
IDC recently completed an in-depth research study focused on defining pervasive business intelligence (BI) and its key indicators, identifying...
Religare Enterprises Uses Soffront CRM to Efficiently Maintain Master Data
Soffront® Software Inc., the leader of mid-market CRM software, today announced that Religare Enterprises Limited is using Soffront CRM to...
support.com Launches Subscription-Based Remote Tech Support Offerings Tailored to Individuals, Busy Families and Small Businesses
support.com, a leading provider of remote technology services, today announced the availability of subscription plans for its remote tech support...
eVergance and Confirmit Partner to Deliver Enterprise Feedback Management
eVergance, a provider of customer service strategic consulting and systems integration, and Confirmit, a provider of software for Enterprise Feedback...
Infogain Expands Operations To The UK And Middle East
Infogain Corporation, a provider of CRM, ERP, Integration and Business Intelligence solutions today announced the expansion of its International operations...
88% Of IT & Finance Professionals Believe Software Systems Are The Key
The findings of a survey by document management software company, Version One, has revealed that 88% of senior finance and...
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