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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 call center the


Fonolo for the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent

call center the  the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent who is highly trained and experienced. This leads to a high cost per call. At the same time, sacrificing caller satisfaction is not an option. This creates a tough challenge: How do you decrease the cost per call, while improving the customer experience?

Read More


Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Automating Your Call Center Feedback


Almost everyone has had a bad call center experience—due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t communicate well. After, the story is told over and over to friends, warning them about doing business with "that company." Are your customers saying this about your local contact center? If so, do you know why? Learn why you should update your customer feedback systems.

call center the  Your Call Center Feedback Our Mindshare Call Center Supervisor solution can help you measure the performance of your agents continuously so you can seize opportunities in real time to jump in and coach. They'll appreciate the immediate feedback and feel better about their work. Source : Mindshare Technologies Resources Related to Automating Your Call Center Feedback : Call Centre (Wikipedia) Automating Your Call Center Feedback Call Center is also known as : Call Center Services , Inbound Call Read More

The Benefits of Call Center Outsourcing


An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call center industry reached $22 billion (USD) and is projected to increase to $25.7 billion (USD) over the next two years to serve the growing demand. For outsourcing to be a success, companies need an overall strategy. After that, it boils down to one question: where?

call center the  Benefits of Call Center Outsourcing An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call center industry reached $22 billion (USD) and is projected to increase to $25.7 billion (USD) over the next two years to serve the growing demand. For outsourcing to be a success, companies need an overall strategy. After that, it boils down to one question: where? 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 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.

call center the  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

Call Center Buyer’s Guide


A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact center solution, your company can boost revenues, retain customers, and discover customer service strengths and weaknesses in the long term. But before making a purchase, do you have the information you need about your current situation? Find out what to ask before you buy.

call center the  (Wikipedia) Call Centre (Wikipedia) Call Center Buyer's Guide Call-center technology can deliver huge benei ts to your bottom line by boosting revenues and enhancing customer experience. Call Center is also known as : contact center technology , Virtual Call Center , Free Call Center Software , Call Centre , Call Center Software , Call Center Solutions , Call Center Services , Call Center Outsourcing , Call Center Resources , Customer Contact Center Solutions , Contact Center Services , outbound call Read More

E-Procurement Usability: The Good, The Bad and The Ugly


Adoption of enterprise resource planning (ERP)-based E-Procurement solutions has hit a plateau in recent years due to inherent usability deficiencies, exacerbated by heightened user expectations. It is now possible to leverage all the existing infrastructure of leading platforms with a friendlier, consumer-like user interface (UI) that can be rapidly deployed with minimal cost or change management impact. Find out how.

call center the  E-Procurement,SAP,SRM,usability,UI,P2P,catalogs,spend management,adoption,procurement Read More

The Changing Face of the Holiday Season


It seems that Santa will need to relocate to China! When traveling abroad (with the exception of low wage countries) it is becoming increasingly difficult to find items actually locally made in the region you are visiting. What are the implications of this for brands, companies, and consumers?

call center the  such an outrage? Almost apologetically, the rear of the label explains that this item has been carefully manufactured in China, under quality control of Steiff Germany. Chinese hands now craft the toys, and the role of Steiff GmbH has been reduced to final inspection and the placement of the famous label! The mystique behind the Steiff label has resulted in a market for collectible Teddies, many of which fetch hundreds of thousands of dollars in traditional venues like Christies and Sotheby's—or over Read More

Your 360-degree View of the Customer: Keep the Customer in View


Vendors of customer relationship management solutions, and the companies that use those solutions, praise the advantages of having a 360-degree view of the customer. The approach is meant to provide a company with a full picture of its customers in order to enhance the customer experience, provide better customer service and support, and improve the company’s sales and marketing initiatives to

call center the  account. A customer who calls for support does not want a birthday card. When my landlord sent me holiday cards but failed to respond to my requests, I felt I wasn’t being taken seriously. While it’s good business sense to maintain customer relationships by personalizing and customizing your interactions, responding to your customers’ specific needs first is more important than applying industry best practices, which may not always apply. Don’t get me wrong: best practices are always a good Read More

The State of the Art in Finance


Thanks to recent accounting scandals and an increasingly competitive environment, many chief financial officers and the finance organizations they lead have started to take on new roles within the enterprise. However, given the current state of the finance function in US companies, companies first need to understand the challenges to finance—and the road map to increasing its strategic capabilities.

call center the  and treasury are not typically outsourced; revenue accounting and order to cash might emerge as another outsourcing application in the future. The outsourcing strategy varies among industries. While order-to-cash functions are not widely outsourced today, public utilities and energy are a notable exception. In these industries, where the number of customer payments is high and customers tend to get behind in their payments, many companies outsource both their accounts receivable and credit functions, Read More

PeopleSoft: Giving Fervent Hope To The Market And Jitters To The Competition. Part 2: The Implications


PeopleSoft has joined the elite group of vendors that can deliver a majority of the components of a complete e-business framework. If one considers all aspects of a CRM or SCM evaluation, PeopleSoft has earned the license to be evaluated along with market leaders.

call center the  strong service and support (call center) functionality (a result of Vantive expertise), but only basic marketing and sales force automation (SFA) modules. There is also ample room for improvement of the following components: pervasive wireless connectivity, content management, partner relationship management (PRM), multi-channel service escalation, interactive selling system (ISS), and vertical solutions/templates. Most of these developments are slated for the end of the year according to the company's Read More

The Impact of the 'Assembler Strategy' in the Enterprise Applications Field


Infor's latest acquisitions and vertically-focused "assembler strategy" are furthering its goal to be number three (after SAP and Oracle) in the world of enterprise resource planning vendors.

call center the  Infor Process Group 's vertically-focused assembler strategy (also see Stability and Functionality for Process and Discrete Manufacturers ). It is interesting to note that the Infor of today originated with the Infor Process Group; its very first acquisition was the 2002 Process Group spin-off from the former SCT Corporation , which brought Adage ERP and Fygir SCP process manufacturing products into the fold (see iProcess.sct Enters Golden Gate Opportunity ). It is ironic, however, that this very Read More

The Supply Chain in the Cloud


Many companies today are obviously interested in using enterprise technology that they can access via the cloud. The software-as-a-service (SaaS) delivery model avails companies, as is well known, of technology without a large fixed cost, and that is device independent, and accessible by more users, without continual upgrades to worry about. While there are the oft-mentioned concerns around

call center the  collaborative execution, as  E2open  calls it, is a natural area for a cloud-based solution, which would naturally explain why E2open has been doing this so well for so long. (A few months after going public, E2open announced that the E2open Business Network had surpassed 100,000 unique registered users, having grown 25 percent in the past year.) Datalliance  is a leading vendor of vendor managed inventory (VMI) solutions, delivered via the SaaS model. Datalliance recently reported, as testimony to Read More

ERP in the Cloud and the Modern Business


Businesses are realizing that the cloud is the future of enterprise software and offers many attractive business benefits. But there is much to think about when evaluating the potential move to a cloud model, especially for core systems like ERP. Download this white paper to review IDC CloudTrack Survey findings, gain expert insight into the challenges and opportunities the cloud presents, and determine which deployment option could provide the biggest benefits for your organization.

call center the  cloud ERP, ERP cloud, business cloud, business software, IDC white paper, SaaS Cloud, Oracle white paper, Oracle ERP, Oracle cloud Read More

The Three Cs of Successful Positioning Part Two: The Channel


One of the most effective and efficient ways to develop a successful marketing position for B2B software is to begin with the sales channel, especially if you have limited time and resources.

call center the  can make a few calls, and get some sense of how you might position your product. If you are under a tight deadline, it may be the only information you will have time to gather, but at least it will come from the source closest to the action. Interviews with sales reps, VARs, channel managers, and prospects (whether they became a customer or end up selecting a competitor) will give you a head start in answering these questions: What are our prospects' and customers' most pressing problems? What do Read More

PeopleSoft: Giving Fervent Hope To The Market And Jitters To The Competition. Part 1: The News


PeopleSoft is seeking to make bigger strides in the CRM, SCM and B2B software markets with its recent spate of product releases. While Wall Street praises the vendor’s new product initiatives and its strong first quarter results and optimism for the future, its direct competitors are far from feeling easy.

call center the  enable purchasing managers to strategically evaluate every aspect of the procurement cycle, including their spend by category, the value of their suppliers, and the effectiveness of their workflow. Based on information provided by the analytics, organizations should be able to quickly renegotiate deals with key suppliers, driving bottom-line savings. In addition, organizations might be able to modify procurement methods in real-time to improve operational efficiency. Supplier Relationship Management The Read More