Contact Center Analytics

Contact Management (CM) - Vendors

... through the people who make every customer contact count – contact center .... ... provides Analytics and CRM software solutions for firms providing wealth ... http:/.../showcases/technology-Directory/cat/87130-V/Contact-Management-CM.html - 29k - 2008-11-20

Why Are CRM and Analytics Intrinsically Connected?

by P.J. Jakovljevic ... campaigns filtered by customer segments, and use the contact center capability to reach ... Marketing analytics adds a new dimension to basic campaign management. ... http:/.../Research/ResearchHighlights/CRM/2005/08/research_notes/TU_CR_PJ_08_16_05_1.asp - 20k - 2005-08-16 Summary: The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics of market share and penetration. Typical functional components of marketing automation include customer data cleansing and analysis tools, and campaign management systems.

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... SRM approach is taken should enable the contact center agent to ... all drop as the call center agents begin ... e-service usage logs, CRM analytics, analytic reporting ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 17k - 2007-12-14 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.

Can the Market Sustain a Stand-Alone EMM?

by Kevin Ramesan ... campaigns filtering by customer segments and using the contact center capability to ... Marketing analytics is the third component adding a new dimension to the ... http:/.../Research/ResearchHighlights/crm/2004/05/research_notes/VN_EM_KR_05_06_04_1.asp - 12k - 2004-05-06 Summary: The new millennium has completely redrawn the IT industry map especially in the enterprise marketing management (EMM) sector. The number of independent marketing automation vendors has significantly shrunk. Names such as Xchange, MarketFirst, Annuncio, and Prime Response no longer exist. Amongst the few

Amdocs Overhauls Its Marketing

by P.J. Jakovljevic ... in the CRM and call center areas, so ... offers solutions spanning support centers, contact centers, and ... offers certain marketing and analytics capabilities too. ... http:/.../Research/ResearchHighlights/CRM/2005/08/research_notes/VN_CR_PJ_08_03_05_1.asp - 17k - 2005-08-03 Summary: Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization, realize that they need to differentiate customers' experiences from the competition, to enhance customer loyalty and increases profitability.

TEC: Business Intelligence (BI) Evaluation Center

... Why Use the Business Intelligence Evaluation Center? Compare which products support the right mix of reporting, analytics, business performance management ... http://bi.technologyevaluation.com/business-intelligence/index.asp - 49k - 2007-11-26

Customer Life Cycle Solutions: Strategic Alliances, Challenges, & ...

by P.J. Jakovljevic ... analytics tools should be able to amplify Amdocs' modules to improve customer intimacy (such as up-sell and cross-sell opportunities in the contact center). ... http:/.../Research/ResearchHighlights/CRM/2005/08/research_notes/VN_CR_PJ_08_05_05_1.asp - 24k - 2005-08-05 Summary: Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information stored in these Amdocs' systems, and deliver the conclusions and recommendations to the operator's decision-makers in the form of graphs and practical reports.

Customer Relationship Management (CRM):Oracle Oracle CRM On Demand

... This CRM solution provides Web 2.0 collaboration capabilties and other features such as analytics capabilities, a built in contact center, 'sticky notes ... http:/.../software/500-24064/Customer-Relationship-Management-CRM/Oracle-Oracle-CRM-On-Demand.html - 4k - 2008-11-14

When Customer Relationships Meets Business Intelligence Marketing ...

by P.J. Jakovljevic ... modules with SAS' data mining and predictive analytics tools to improve customer intimacy (such as up-sell and cross-sell opportunities in the contact center). ... http:/.../Research/ResearchHighlights/CRM/2005/08/research_notes/VN_CR_PJ_08_12_05_1.asp - 13k - 2005-08-12 Summary: For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where customers and the vendors benefit.

iGate Global Solutions

... Solutions. iGATE Global Solutions services include consulting, IT Services, Data Analytics, Enterprise Systems, BPO/BSP, Contact Center and Infrastructure ... http:/.../showcases/technology-Directory/D/16147/iGate-Global-Solutions.html - 8k - 2008-11-01