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TEC Industry Watch: Enterprise Software News for the Week of June 18, 2012
SOFTWARE SELECTIONSLoudoun County Sanitation Authority selects SAP ERPIndustry tags: utilities

call center news  pulled in the former call center module from SoftBrands, but it is an Infor product. It was originally branded as a SoftBrands product because of legal/finance considerations. With the combination of the Infor and Lawson (SoftBrands was temporarily under the Lawson umbrella), this branding shell is no longer necessary. — P.J. Jakovljevic, TEC Principal Analyst TEC article (April 2012):  Waking Up to a New Day at Infor SAP unveils Project Robus (its new social collaboration strategy) Industry tags: Read More

Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » call center news


Rent.com Selects KANA Cloud Offering for Customer Service
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important

call center news  voice response (IVR), automatic call distributor (ACD), computer telephony integration (CTI), and customer relationship management (CRM), as well as back-office functions such as accounting and enterprise resource planning (ERP) systems. TEC blog post (July 2012): KANA Software and Ciboodle Join Forces for Customer Experience Perfection   TEC profile: KANA Software Read More
ROI Systems MANAGE-s Well Past 2000 Part 1: Recent Developments
ROI Systems' strategy in terms of enhancing its MANAGE 2000 product and its geographic coverage has apparently been paying off, which comes as a welcome news

call center news  pre-built customer, supplier, engineering, call center, inventory and work order portals. For example, the customer's portal provides hyperlinks to order, service call, accounts receivable (AR), material return (RMA), contract and other customer-related information. These portals may be tailored to the reader's specific information needs and/or roles. In addition to aggregating information and supplying links to related functions and capabilities, the system automatically populates the news section of Read More
Dell Tops in Customer Satisfaction
Compaq rises, IBM falls, but Dell remains master of the desktop domain.

call center news  laptop,desktop,notebook,notebooks,laptops,laptop computers,laptops notebooks,desktops,call center,computers desktop,desktop pc,toshiba laptop,surveys,desktop pcs,buy computers Read More
Oracle Claims The Worst Is Over And Turns To KISS For A Boost Part 1: The News
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

call center news  modifications. BellSouth automated 10,000 call center agents. Cap Gemini and Westpac and Cathay Pacific went live globally. And Sony Electronics took just 45 days to implement supply chain automation. Well, that's 10 of the more than 400 customers running their businesses on the E-Business Suite. Not bad after just one year in the market. This concludes Part One of a three-part article on recent Oracle announcements. Parts Two and Three discuss the Market Impact, with Part Three adding User Read More
Fundamentals of Managing the Data Center Life Cycle for Owners
Just as good genes do not guarantee health and well-being, a good design alone does not ensure a data center is well built and will remain efficient and

call center news  of Managing the Data Center Life Cycle for Owners Just as good genes do not guarantee health and well-being, a good design alone does not ensure a data center is well built and will remain efficient and available over the course of its life span. For each phase of the data center’s life cycle, proper care and action must be taken to continuously meet the business needs of the facility. This paper describes the five phases of the data center life cycle, identifies key tasks and pitfalls, and o Read More
How to Do It Right: Setting Up an Offshore Development Center
Although IT outsourcing can result in cost savings of up to 60 percent, you’re not as likely to see that return if you don’t have an offshore development center

call center news  to Do It Right: Setting Up an Offshore Development Center Although IT outsourcing can result in cost savings of up to 60 percent, you’re not as likely to see that return if you don’t have an offshore development center (ODC). This team of programmers and developers, hand picked to complement your skill-set and culture, works on your behalf at the service provider’s site, and can be a seamless extension of your IT department. Learn more about the benefits of setting up an ODC. Read More
Data Center Projects: System Planning
System planning is the Achilles’ heel of a data center physical infrastructure project. Planning mistakes can propagate through later deployment phases

call center news  Center Projects: System Planning System planning is the Achilles’ heel of a data center physical infrastructure project. Planning mistakes can propagate through later deployment phases, resulting in delays, cost overruns, wasted time, and a compromised system. These troubles can be eliminated by viewing system planning as a data flow model, with sequenced tasks that progressively transform and refine data from initial concept to final design. Learn more. Read More
Tis The Season for Call Center Fraud
To optimize customer buying experience and create a human connection to their brand, online retailers, or eTailers, increasingly turn to call centers. Although

call center news  The Season for Call Center Fraud To optimize customer buying experience and create a human connection to their brand, online retailers, or eTailers, increasingly turn to call centers. Although many eTailers invest in technology to thwart online fraud, many have ignored protecting their own call centers. Thus, these centers have not had the same level of fraud deterrence. Learn more about detecting call center fraudsters among a sea of valid shoppers. Read More
How to Define Your Next Generation Contact Center Strategies
A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain dissatisfied

call center news  to Define Your Next Generation Contact Center Strategies A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain dissatisfied with its performance. In the past, contact centers benefited from advances in information and technologies, yet many companies struggled to determine how they could take advantage of these benefits. Find out how embracing both old and new technologies today can work. Read More
Help Is on the Line for Call Center Challenges
Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover.Multi

call center news  on the Line for Call Center Challenges Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels and reducing queuing and routing times have always been on the list of Read More
A Pragmatic Approach to Server and Data Center Consolidation
Server and data center consolidation has never been more important. Issues such as server sprawl and increasing costs have made consolidation the number one

call center news  Pragmatic Approach to Server and Data Center Consolidation Server and data center consolidation has never been more important. Issues such as server sprawl and increasing costs have made consolidation the number one priority among IT managers. New virtualization technologies, however, are helping data centers combat these problems. Learn about the factors that are driving consolidation initiatives today, and find out what best practices can be used for ensuring its success. Read More
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call center news  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More
Benefits of a Virtualized Data Center
The market penetration of server virtualization is staggering. Nearly 100 percent of Fortune 1000 companies are using virtualization technologies on production

call center news  of a Virtualized Data Center The market penetration of server virtualization is staggering. Nearly 100 percent of Fortune 1000 companies are using virtualization technologies on production systems. On the other end of the spectrum, virtual utility hosts and cloud computing vendors are springing up to cost-effectively support smaller companies, showing benefit for those that require only a single server. Everyone is virtualizing, but why? Find out. Read More
Call Center Buyer’s Guide for Small and Midsized Businesses
If you'd like to know how a call center solution can boost revenues and enhance customer service, the call center buyer's guide for small and midsi...

call center news  to know how a call center solution can boost revenues and enhance customer service , the Call Center Buyer's Guide for Small and Midsized Businesses is for you. In straightforward language, this guide will fill you in on state-of-the-art call center solutions , the benefits they offer your company, the choices you have in terms of features and options, what you can expect to pay, and even the questions to ask before you buy. You'll learn about how call centers are being used to increase sales and retain Read More

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