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Echopass: Making Customer Service Always on and End-to-End
White Papers In many industries, high-quality customer service is what separates the leaders from the also-rans. Prompt, efficient service helps increase sales and creates the kind of loyalty that keeps customers coming back.
[May 1, 2007, 1:00]
The Total Customer Experience: Best Practices of Cisco, Lands' End, and Air Products and Chemicals
White Papers Learn how best-practice organizations provide one version of truth to employees and customers, thus creating a singular customer experience. This report offers deep insights into a variety of factors that impact and contribute to the total customer...
[December 6, 2005, 13:05]
Advanced Customer Interaction Platform Enables BPO to Deliver Improved Contact Center Efficiency and Better End User Experience
White Papers Firstsource Solutions wanted to provide them with an Interactive Voice Response (IVR) system that would enable the company to offer advanced self-service functionality for one of its clients. Based on the Nortel Media Processing Server (MPS) 500...
[November 11, 2008, 23:00]
End-to-End Availability Considerations for Services Over IMS
White Papers Providing objectives for service downtime and failure rates, which reflect the end customer perspective, can be used to drive corrective and preventive action that better satisfy end customer expectations.
[July 31, 2009, 1:21]
BEA pins its hopes on Quicksilver
News Despite internal tumult, BEA Systems is forging ahead with a plan to upgrade its flagship server software and introduce new integration tools meant to expand the company's customer base. A number of different programs, such as a manufacturing...
[October 7, 2004, 9:25]
Microsoft delays CRM release
News Microsoft said on Wednesday that it plans to delay until next year the release of its new customer relationship management software, which it had slated for release by the end of the year. Microsoft CRM, or MSCRM, is Microsoft's first foray in the...
[December 19, 2002, 10:48]
Software rivals ready business tools
News As reported, PeopleSoft will ship a new release of its CRM (customer relationship management) applications at the end of the month, as part of its new PeopleSoft CRM 8.8 product. The release includes more than 150 new features, all aimed at...
[December 10, 2002, 11:17]
iDropper Enterprise
Downloads The end user could be a customer, client or colleague from whom you need to receive files. Instead, an administrator at the printer's location would simply use iDropper to configure a droplet for the customer.
[August 30, 2007, 8:00]
Testing a Radio Network Controller in UMTS Infrastructure
White Papers With its proven end-to-end testing expertise and well designed testing strategy, Aricent was uniquely positioned to leverage the customer's investments in its products. The company wanted to test a Radio Network Controller (RNC) in a UMTS...
[August 14, 2009, 4:39]
Dell admits Indian mistake
Talkback Your Dell customer service associate, (1) Coco at Dell Financial Services department included Paul with Dell End of Lease and my self in on a conference call to advise of the credits to the account. I spoke with Curean (DFS Customer Care), Rickie...
[June 7, 2006, 6:00]
Mobile-software developer UIQ files for bankruptcy
News We continued working on existing projects for a while into November but, at the end of November, the customer that we were working for, Motorola, decided to not continue those projects. The mobile-software company UIQ has filed for bankruptcy...
[January 5, 2009, 11:57]
IBM drops price of high-end Windows
News For example, hardware, software and storage choices were limited to a small number of certified configurations, and a customer had to purchase support services from the server maker. The previous terms quashed customer desires to move from eight...
[June 7, 2004, 8:45]
Orange to cut 450 jobs in customer-services drive
News But the mobile and broadband operator also plans to add up to 500 jobs to its customer service and retail workforce by the end of the year, with around 60 new stores also planned. Orange plans to cut up to 450 jobs and some of its offshore Indian...
[June 5, 2008, 9:35]
Intervoice Gives Alaska Communications Systems the Flexibility to Move Fast
White Papers The company needed customer self-service solution with the flexibility to integrate multiple contact points and a variety of back-end systems and grow for the future. ACS developed with Intervoice multichannel, standards-based platform, the...
[February 21, 2009, 0:24]
Gartner: Outsourcing raises costs
News Most [offshore deals] are for level-one enquiries but not the full end-to-end customer service. Outsourced customer service operations can cost almost a third more than those retained in-house, according to a new study by Gartner.
[March 7, 2005, 11:40]
NTL resignation fuels Telewest merger rumours
News However, Pavitt has led projects to put right some of the problems, most notably a single-view back-end and front-end customer service IT setup called Harmony, mainly based on .Net and SQL Server technology from Microsoft.
[December 20, 2004, 15:10]
Analysts question the Orange way
News The stakes are so high you either end up having a £100 customer or nothing," Newman warned. Orange's decision to offer bundled mobile, home line, broadband and IP-based TV could lead to marketing and customer service difficulties, according to...
[June 1, 2006, 11:30]
IBM Itanium 2 servers coming by early 2003
News Then, depending on customer demand, IBM will begin making the systems in quantity either in the end of 2002 or early 2003, he said. Now, though, IBM has solid Intel servers, Eunice said, though most of the customer interest will be in the EXA...
[October 3, 2002, 7:27]
10 pointers to guide you towards CRM success
News The 360° view is sometimes called end-to-end customer management. #1: CRM implementations focus on gaining and using a keen understanding of the customer Every place in your organisation that touches your customer should be integrated.
[October 17, 2006, 17:45]
Metropolitan Housing Partnership Leverages SOA to Build Flexible, Transparent, Interoperable Processes
White Papers The challenge was to enhance customer service and cut administration overhead by eliminating the need to issue credit notes and raise additional invoices at year end when full details of actual costs are known.
[November 3, 2007, 0:00]
