Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... force automation (SFA), marketing automation, contact center, and help desk applications by providing ... is an illustration: A service call (customer inquiry ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 17k Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Call Center - Consultants

... solutions,Call center software. Microsoft preffered business solution partner for CRM and Soloman financial software. We also do custom software applications ... http://www.technologyevaluation.com/showcases/consultants/cat/87129/Call-Center.html - 41k - 2008-09-04

Call Center - Vendors

... Overview. CPG Solutions is a Business Applications Consulting Firm ... OneWorld consulting and Developement - OneWorld Toolset - Call Center Software - Developement ... http://www.technologyevaluation.com/showcases/technology-Directory/cat/87129-V/Call-Center.html - 17k - 2008-09-04

Digisoft Computers, Inc.

... Digisoft currently provides technological expertise in both inbound and outbound call center applications, helping to increase contact center efficiency and ... http:/.../www.technologyevaluation.com/showcases/technology-Directory/D/8629/Digisoft-Computers-Inc.html - 5k - 2008-09-01

Service Lifecycle Management - Tapping into the Value of the ...

by Jim Brown ... Call Center applications must manage the demand for service through completion in order to satisfy the needs of the customer and the manufacturer or distributor ... http:/.../Research/ResearchHighlights/ExecutiveView/2003/06/research_notes/TU_EV_XJB_06_11_03_1.asp - 17k Summary: Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions, however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle Management (SLM) promises valuable business benefits

CRM: What Is It and Why Do It? Part One: Historical Background

by Glen Petersen ... of the call center and help desk. Due to the nature of these operations, performance metrics are typically integrated into the applications and trends can be ... http:/.../Research/ResearchHighlights/Crm/2004/11/research_notes/MI_CR_XGP_11_08_04_1.asp - 18k Summary: Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but it does not begin to capture why

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... The business case for call center applications is becoming increasingly obvious, especially given the recently established National Do Not Call Registry in the ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_07_07_1.asp - 16k Summary: The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

PeopleSoft Completes Acquisition of Vantive; Vantive CRM ...

by P.J. Jakovljevic ... leverages the Internet to increase sales, marketing, call center, field service ... of customer information between Vantive and PeopleSoft enterprise applications. ... http:/.../Research/ResearchHighlights/BusinessApplications/2000/01/news_analysis/NA_BA_PJ_01_21_00_1.asp - 8k Summary: On January 3, 2000 PeopleSoft Inc. announced it had completed its acquisition of The Vantive Corporation, the world's second-largest independent supplier of customer relationship management (CRM) solutions. The transaction was completed December 31, 1999 with the issuance of approximately 28 million shar

New Vendor Acquisition Strategies in the Enterprise Applications ...

by P.J. Jakovljevic ... model of mining its installed customer base by bringing new CRM functionality (such as marketing analytics and call center applications), additional install ... http:/.../Research/ResearchHighlights/ERP/2006/04/research_notes/EN_ER_PJ_04_26_06_1.asp - 30k Summary: The latest acquisitions of SSA Global indicate a new phase in the vendor's acquisition strategy and development cycle, and are furthering its goal to be number three (after SAP and Oracle) in the world of enterprise resource planning vendors.

Lipstream Speaks to Kana

by L. Talarico ... provides CRM vendors a flexible foundation to develop custom applications or voice ... of their challenges are installing and managing a call center or working ... http:/.../Research/ResearchHighlights/eCommerce/2000/09/news_analysis/NA_EC_LJT_09_06_00_1.asp - 9k Summary: Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors. Kana is the most recently announced CRM customer. Kana has voice enabled their RealTime offering to provide ecommerce sites a way to talk to their customers.