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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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 customer interaction center cic


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

customer interaction center cic  often important as well. Customer Interaction Center by Interactive Intelligence Interactive Intelligence’s Customer Interaction Center (CIC) for the contact center provides a series of interaction management tools, including multi-channel interactive voice response (IVR) for calls and emails through a built-in customization tool that facilitates the creation of scripts across channels. The solution accommodates complex IVR menu-scripts that have a large number of options and branching. CIC offers

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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.

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

Customer Relationship Management (CRM)

Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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Documents related to » customer interaction center cic

'Collaborative Commerce': ERP, CRM, e-Procurement, and SCM Unite! A Series Study


Now in 2001, the catchphrase is 'Collaborative Commerce', where we unite all of the elements of ERP, CRM, E-Procurement, and SCM into one coherent system within and between organizations. This is the stuff system integrators dream of.

customer interaction center cic  Enterprise Marketing Automation (EMA) Customer Interaction Center (CIC) - formerly called Customer Service; now with a broadened scope. e-CRM Field Force Automation (FFA) Professional Services Automation (PSA) Partner Relationship Management (PRM) Analytics The Big Kahuna  Picture this process, if you will: Kate visits www.skateboardingismyworld.com. She prowls the web site for her favorite skateboard, which she busted up pretty good in a bad fall at a recent X-Games event. She's been to this site many Read More

(Forgotten) CRM and ERP Kingdoms in the Making?


Enterprise resource planning (ERP) and customer relationship management (CRM) vendor Consona is determined to establish a CRM “kingdom” based on Consona Enterprise CRM. Read this comprehensive analysis of Consona Enterprise CRM to find out what lies ahead for this flagship product.

customer interaction center cic  Janice Anderson, companies managing customer interaction through multiple departments benefit from on-site systems, because on-site solutions are more adaptable and can be better integrated with disparate systems that on-demand or SaaS deployments. To meet this need, Onyx was built to integrate and exchange data with third-party business-critical applications, and has been infused with tools that allow users to address changing business processes over time. Consona’s recently espoused SaaS 2.0 strategy Read More

'Collaborative Commerce': ERP, CRM, e-Proc, and SCM Unite! A Series Study: SAP AG


SAP AG has seemingly crossed a strategy chasm, from a strict, stodgy, Not-Invented-Here (NIH) approach to software development and delivery, to a seemingly quite open approach of broad development alliances, company acquisitions, Internet portals development, and a deep, new relationship with IBM for both technology sharing as well as bolstering IBM Consulting’s support for SAP’s new multiple mySAP.com™ initiatives. 'Collaborative' and 'SAP' were not two words you might have ever seen in the same article. You’re seeing it now.

customer interaction center cic  develop and integrate industry-specific customer interaction solutions that will extend the scope of collaborative customer relationship management (CRM). With the agreement, SAP would embed Clarify's eFrontOffice CRM functionality into its mySAP.com offering. In a statement coinciding with the agreement, Peter Zencke, comments: Enabling collaborative virtual communities of companies to present one face to their joint customers, SAP and Nortel Networks will deliver a new quality in customer relationship Read More

PeopleSoft - Catching Its Second Wind From The Internet Part 1: About PeopleSoft


PeopleSoft, once a high flyer owing to its congenial culture and slick ERP product, has invested two years and over a half billion dollars to develop a number of new, Internet-based enterprise applications that have apparently propelled it back on the enterprise applications top chart. It has now emerged with a pure Internet platform, a new set of products and a new assertive attitude that will prompt strong retaliatory actions from the competition.

customer interaction center cic  brand. While PeopleSoft CRM Customer Interaction Center (CIC), a solution that manages customer interactions throughout the customer lifecycle, and PeopleSoft Mobile Sales for Wireless Access Protocol (WAP) Phones solution were delivered in April 2001, the unified data integration between PeopleSoft CRM and back-office products is only expected in the second half of 2001. The recent alliances with JustTalk and Witness Systems contribute to PeopleSoft's cutting edge endeavors in the CRM market. JustTalk Read More

Customer Analytics Pay Off


To help organizations develop a customer analytics strategy designed to drive growth and increase customer satisfaction, the IBM Institute for Business Value has identified four stages of organizational capabilities and associated customer analytics strategies.

customer interaction center cic  help organizations develop a customer analytics strategy designed to drive growth and increase customer satisfaction, the IBM Institute for Business Value has identified four stages of organizational capabilities and associated customer analytics strategies. Read More

TechRadar: Customer Analytics Methods, Q1 2014


Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master.

customer interaction center cic  Customer Analytics Methods, Q1 2014 Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Read More

Considerations for Owning versus Outsourcing Data Center Physical Infrastructure


When faced with the decision of upgrading an existing data center, building new, or leasing space in a retail colocation data center, there are both quantitative and qualitative differences to consider. The 10-year TCO may favor upgrading or building over outsourcing; however, this paper demonstrates that the economics may be overwhelmed by a business’ sensitivity to cash flow, cash crossover point, deployment timeframe, data center life expectancy, regulatory requirements, and other strategic factors. This paper discusses how to assess these key factors to help make a sound decision.

customer interaction center cic  DCIM, data center, data center infrastructure management, DCIM management, DCIM software, DCIM software tools, IT, IT infrastructure, APC by Schneider Electric, facility operations and maintenance, data center life cycle, data center facility operations, data center PUE, PUE, data center physical infrastructure, data center infrastructure outsourcing Read More

Customer: Eastern Food


Eastern Foods, Inc. produces fresh goods for one of the most widely dispersed populations in the world. The leading supplier of salad dressings to airlines, Amtrak, and the cruise ship industry, Eastern is nationally known for Naturally Fresh dressings as well as premiere meat sauces and dips sold in stores and distributed to the food service industry. The job has never been easy – but it has been made easier in recent years with the implementation of Ross Systems’ iRenaissance suite of business applications for both front and back office operations. The flow of information, necessary to make critical decisions and ensure high levels of service, now travels quicker than the fast-paced industry it serves. The plant scheduler has been able to reduce the number of daily individual production jobs by as much as 20%, as well as reduce the number of changeovers, resulting in higher capacity utilization and throughput. Visibility to the forecast and orders allows for better management of the scheduled cycle of product runs, which must be closely coordinated with inventory to ensure supply is both adequate and fresh. Cycle schedule compliance has improved from 88% to 95%.

customer interaction center cic  Eastern Food Eastern Foods, Inc. produces fresh goods for one of the most widely dispersed populations in the world. The leading supplier of salad dressings to airlines, Amtrak, and the cruise ship industry, Eastern is nationally known for Naturally Fresh dressings as well as premiere meat sauces and dips sold in stores and distributed to the food service industry. The job has never been easy – but it has been made easier in recent years with the implementation of Ross Systems’ iRenaissance Read More

Build and Manage Strong Customer Relationships


Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data.

customer interaction center cic  and Manage Strong Customer Relationships Managing customer relationships is a challenging but vital part of running a business. Organizations have to acquire new customers to grow revenue and satisfactorily service existing customers to ensure loyalty and future business. A good business management solution has customer relationship management (CRM) functionality integrates with the entire range of your processes and provides a full view of customer data. Read More

Using IBM Customer Analytics Solutions to Improve Acquisition Efforts


IBM Customer Analytics solutions provide powerful but easy to use business analytics capabilities, such as predictive analytics, reporting, planning, budgeting, and forecasting for both beginning and advanced users. These solutions can help you improve marketing campaigns and build profitable, long-term customer relationships.

customer interaction center cic  IBM Customer Analytics Solutions to Improve Acquisition Efforts IBM Customer Analytics solutions provide powerful but easy to use business analytics capabilities, such as predictive analytics, reporting, planning, budgeting, and forecasting for both beginning and advanced users. These solutions can help you improve marketing campaigns and build profitable, long-term customer relationships. Read More

Outsourcing Center


Founded in 1997, Outsourcing Center provides outsourcing research, database directories, market intelligence, and case studies.

customer interaction center cic   Read More

Customer Relationship Management for IT Professionals


What makes a strong supplier/customer relationship? The bottom line is trust. However, trust needs to be earned through a series of conversations and commitments that have been met.

customer interaction center cic  Management for IT Professionals Customer Relationship Management for IT Professionals J. Dowling - January 17, 2001 Introduction A satisfying relationship between IT and line of business is maintained through ongoing dialogue that is meaningful to both parties. The discipline of Conversations for Alignment, a title for a simple technique for making and managing commitments, enables such a dialogue. My consulting group and I have done a good deal of research into what makes a strong supplier/customer Read More

Case Study: Trillium Health Center


For Trillium Health Center, one of Canada’s largest community hospitals, getting the right information to the right people at the right time is essential to providing the best patient care. But the center’s dashboard system was not providing the needed insight. With Cognos, the center developed an initiative to integrate all data for faster, more accurate information. Learn more about the strategy and the benefits.

customer interaction center cic   Read More