Off-shoring: Are You Getting Your Money's Worth?

by Joe Strub ... software development; remote implementation; call center support; regulatory compliance. For each area, the article defines the extent of the exposure, negative ... http:/.../Research/ResearchHighlights/Outsourcing/2006/08/research_notes/MI_OE_XJS_08_30_06_1.asp - 21k Summary: Are companies that offshore software development, call center operations, and remote implementations really saving money? Are customers and users realizing benefits? Indeed, there are areas where savings can be misstated. But companies can do something to protect themselves against disappointments.

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... This is because contact center agents' working conditions ... achieve these performance goals, call centers are ... Almost anyone reading this article has experienced ... 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.

It Isn't the Fall, It's the Sudden Stop

by J. Dowling ... The Transition Plan necessary to integrate companies and management forced the Call Center Company to ... This article originally appeared in Mid-Range Computing. ... http:/.../Research/ResearchHighlights/ExecutiveView/2002/01/research_notes/MI_EV_JFD_01_10_02_1.asp - 11k Summary: Skillful management of transitions is essential for IT professionals. It is not simple and it not recognized when it is done right, but when done wrong, the noise of the sudden stop rings in everyone's ears for a long time.

Nortel and Clarify: Was There Ever Synergy Enough to Support this ...

by Randy Garland ... to John Geralds writing in an article for VNUNet.com recently, "a reseller agreement with SAP, in which SAP was to resell Clarify call center software [mySAP ... http:/.../Research/ResearchHighlights/eCommerce/2001/07/research_notes/EN_EC_RGG_07_26_01_1.asp - 19k Summary: Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for Clarify Inc., a leader in the CRM space that was bringing in $250 million in revenues annually. Now, in July of 2001, with Nortel expecting losses in the order of US$19.2 billion, Cl

TEC: Incentive and Compensation Management (ICM) Evaluation Center

... CRM) application to budget and execute compensation strategies affecting sales personnel, distribution and channel partners, and call center employees. ... http://hr.technologyevaluation.com/incentive-compensation-management/index.asp - 49k - 2007-11-26

Supply Chain Management: Morphing the Functional Scope of Service ...

by P.J. Jakovljevic and Olin Thompson ... resource management, which is the main focus of this article, consists of ... Two primary capabilities that are required in this process are call center and field ... http:/.../Research/ResearchHighlights/SCM/2005/07/research_notes/MN_SC_PJ_07_30_05_1.asp - 25k Summary: The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks.

Customer Data Integration: A Primer

by Lyndsay Wise ... Disparate applications such as billing and call center systems do not always feed into one ... This article will provide an overview of CDI within CRM, and see how ... http:/.../ResearchHighlights/BusinessIntelligence/2006/08/research_notes/TU_BI_LW_08_22_06_1.asp - 20k Summary: Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis.

Business Intelligence and Identity Recognition—IBM's Entity ...

by Lyndsay Wise ... Additionally, this article will provide an understanding of how MDM and CDI ... multiple views of the customer, such as accounts payable, call center, shipping, etc ... http:/.../ResearchHighlights/BusinessIntelligence/2007/01/research_notes/PN_BI_LW_01_03_07_1.asp - 19k Summary: IBM's Entity Analytics Solution (EAS) enables organizations to identify and connect individuals based on collected data and their associated data patterns. EAS is used primarily within governments and the financial and insurance sectors to detect and prevent fraud.

Oracle Claims The Worst Is Over And Turns To KISS For A Boost Part ...

by P.J. Jakovljevic ... modifications. BellSouth automated 10,000 call center agents. ... market.". This concludes Part One of a three-part article on recent Oracle announcements. ... http:/.../ResearchHighlights/BusinessApplications/2001/07/research_notes/EN_BA_PJ_07_10_01_1.asp - 13k Summary: Oracle seems to have been trying hard to find a magic formula to ramp up its declining applications revenue. Targeting the lower end of the market with the simplicity hymn might be a part of the solution - provided that the approach is well tuned.

New Vendor Acquisition Strategies in the Enterprise Applications ...

by P.J. Jakovljevic ... This article continues a comparative analysis of SSA Global and Infor ... a business on applications related to marketing automation, call center management, real ... 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.