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The Lexicon of CRM - Part 1: From A to I
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide explanation and meaning for most

ivr article  to traditional parallel ports) IVR - Interactive Voice Response. IVR is a software application that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, email and perhaps other media. IVR is usually part of a larger application that includes database access. Integrated CRM - Integrated Customer Relationship Management systems are systems that have pre-integrated, or pre-linked, the various components of a Read More

Process Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as...
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Documents related to » ivr article


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

ivr article  as interactive 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
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

ivr article  phone, while for an IVR system, it could be the number of customer calls completed without human assistance. Ultimately, companies need to know if customers have found what they needed and if they have gone away happy. But answering these simple questions can often mean wading through a disparate mix of click stream data, e-service usage logs, CRM analytics, analytic reporting, and more. Well-designed applications that are consistent with other self-service channels and that are integrated with Read More
Recognition for IP Telephony Open Source Style
I've seen a lot of press about the open source telephony system, Asterisk. Although I haven't worked in the telephony world for some time, I remember what it

ivr article  an interactive voice response (IVR) system. If you're curious about this open source system, you may be concerned that you'll have a lot of work to do to implement it. With all the companies that I mentioned were growing around Asterisk, that doesn't have to be the case. It appears that Digium has many partners or associated organizations that focus on delivering Asterisk-based systems and the training to use them. I'll end here, since my virtual machine of AsteriskNOW is finished downloading, time to 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

ivr article  The solution accommodates complex IVR menu-scripts that have a large number of options and branching. CIC offers support for voice, e-mail, fax, online forms and chat, as well as SMS and social media communication. With CIC, call centers can automate the necessary business processes meant to facilitate their customer communication strategies, as the solution includes capabilities to capture, prioritize, route, escalate, and track each step of a work process. CIC offers multi-channel routing and queuing Read More
RFID in Healthcare--A Whole Industry of Value
This article talks about recent and expected FDA regulations and how RFID can help meet those requirements while improving supply chain performance.

ivr article  in Healthcare--A Whole Industry of Value Introduction The FDA is not only responsible for the protection of citizens and consumers, but also is an active partner with industries such as food, pharmaceuticals, medical devices, etc., in pursuit of industry best practices. $49 billion of imports of pharmaceuticals enter this country every year. The pressure is on from consumers and industry to protect their own interests. These represent sometimes conflicting goals of protection. Protect the consumer, Read More
Upside Software Remains on the Upside of the Contract Management Market
My recent article entitled “Why Should Enterprises Manage their Contracts Closely?” analyzed the importance of enterprise-wide contract lifecycle management

ivr article  Software Remains on the Upside of the Contract Management Market My recent article entitled “Why Should Enterprises Manage their Contracts Closely?” analyzed the importance of enterprise-wide contract lifecycle management (CLM) solutions and stated that many enterprises still use inappropriate makeshift tools to manage their important  contractual terms  and conditions. The article concluded with the fact that  enterprise resource planning (ERP)  systems handle transactional details of an Read More
Why Open Source is Important to You
There are two trends in open source adoption that make it imperative that you consider open source solutions for your future IT initiatives. This article

ivr article  Open Source is Important to You Introduction There's been an incredible amount of news and gossip about open source over the past year. Between the SCO lawsuits, the Microsoft Windows versus Linux TCO campaign, and the IBM Linux Everywhere advertising blitz, open source seems to have gotten more coverage than the Brad and Jennifer split. You might be forgiven for thinking the whole open source thing is overblown—plenty of smoke but no fire. You'd be wrong. Open source has been gathering steam and is Read More
Mega-vendors Warming Up to the Cloud - Part 2
Part 1 of this blog series depicted the three evolutionary phases (or waves) of software as a service (SaaS) and cloud computing adoption. The article ended

ivr article  vendors Warming Up to the Cloud - Part 2 Part 1 of this blog series  depicted the three evolutionary phases (or waves) of  software as a service (SaaS) and cloud computing  adoption. The article ended with some glimpses into the future and likely implications for SaaS users. Part 2 explores the apparent opportunities and accompanying challenges (and inevitable soul-searching exercises) that SaaS aspirants face in their endeavors. Some concrete examples of vendors and their new strategies and Read More
The Path to ERP for Small Businesses - Part 1: The Research
Most consultants agree that there are three stages that precede a software implementation project: research, evaluation, and selection. This three-part article

ivr article  Path to ERP for Small Businesses - Part 1: The Research When looking for business software, small companies might fall into the trap of being selected instead of selecting vendors. This usually happens because small companies do not allocate extensive time and resources to the process and do not have selection methodologies, which help decision makers select a product without further investigation. Not every company takes advantage of a sound software selection methodology. The good news is that other Read More
Managing Your Suppliers as a Resource
Suppliers are one of your most valuable resources. Unfortunately, Many companies have supplier relationships that are tacitly adversarial. This article

ivr article  Your Suppliers as a Resource Introduction Several years ago, I visited Camco, GE's appliance manufacturing and distribution business unit in Canada. Camco was the site of one of the earliest, most successful, make-to-order manufacturing systems in the world. Through insight and innovation, Camco's managers developed a manufacturing process that was widely followed. I recall the manager of the manufacturing unit telling me that their suppliers were one of their most valuable resources, but they had Read More
Should North Americans Send More Software Development Work to China?
This article discusses the risks and opportunities related to outsourcing software development to China. It concludes that China, as an outsourcing destination,

ivr article  North Americans Send More Software Development Work to China? Nowadays in North America, finding a developer from India to back up the software you are using is probably as easy as finding Made in China on the tag of the jacket you are wearing. But, have you ever thought that one day China—the mighty hard goods producer—will become much stronger on the soft side? The past few years have seen China's tremendous efforts on promoting its software development capability—and it has gained a st Read More
Outsourcing Security Part 3: Selecting a Managed Security Services Provider
As the final article in a three-part series on outsourcing security, the following article provides guidelines for selecting a dependable managed security

ivr article  Security Part 3: Selecting a Managed Security Services Provider Introduction It's the middle of the night. A shadowed figure crouches by the window. He retrieves a menacing instrument and begins fiddling with the lock. But the intruder won't get far: the homeowners have contracted a security provider to monitor a tight alarm system-or so they thought. Actually, the security company has recently gone out of business and failed to notify its customers. As the intruder makes his way into the Read More
Who’s Who? Sorting Out the e-Logistics Players Part 1: The Situation
Sure, you’ve sold it, but now you have to ship and deliver it: E-commerce comes to transportation and logistics. This article outlines some of the latest

ivr article  Who? Sorting Out the e-Logistics Players Part 1: The Situation Who’s Who's Who? Sorting Out the e-Logistics Players Executive View    The fundamental promise of e-commerce is to empower the customer. In transportation, logistics and other behind the scenes aspects of e-commerce, new services and capabilities are beginning to fulfill this promise, not just for Fortune 500 companies but for small and medium firms and for those with specialized requirements as well. These solutions range from Read More
Software Evaluation, Selection, and Procurement Part Two: Recommendations for Improvement
Pursuing an alternative strategy for software evaluation and selection, based on the capital investment paradigm and the principles outlined in this article, is

ivr article  Evaluation, Selection, and Procurement Part Two: Recommendations for Improvement Recommendations for Improvement Take a Guide Software evaluation and selection is a learning process. The selection team will learn a great deal about itself, the company requirements, external software vendors, application software tools, and outside consultants. During this journey of discovery it is often helpful to take a guide someone who has been there before and can lead you through the process. When looking Read More

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