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Title Date Added Company

Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations 2008-04-14 Microsoft

The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. This global presence created a unique challenge: collaboration between offices across time zones. Managers had little visibility into what employees were doing. Lacking this basic knowledge, decision makers had difficulty tying activities to results and the achievement of their strategic initiatives. To address this issue and more, they utilized the research of a tier-one customer relationship management consultancy and selected Microsoft Dynamics CRM 4.0. Managers favor the application's multi-tenancy feature to tailor data to suit the agency's three main user groups.

Tags: CRM Software

Go Green With Home Agents: How a Virtual Contact Center Can Be Good for Profitability, Competitiveness, and the Environment 2008-03-01 Avaya

The carbon atom. It's too small to be visible to the naked eye, but it's causing a shift in global business that's hard to ignore. That shift probably is visible in one's business. Perhaps one's company's leaders are committed to doing their part to leave a clean, cool planet for future generations. Maybe a competitor has begun an aggressive "Greenwashing" campaign and one believes the company's environmental efforts deserve consideration, too. Government directives in Europe and Asia likely affect the operations there. Or it might be the employees who are asking the company to evolve with their image of themselves as environmentally responsible individuals. Attention to the environmental impact is something one can count on, eventually, whether one's green initiative is altruistic, marketing-driven, or nonexistent.

LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers 2008-01-01 Oracle

LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent programs from recruitment, to hiring, training, and operations. The challenge was to allow corporate clients to avoid the 60% failure rate businesses typically experience when establishing remote call centers. The company deployed Oracle Contact Center Anywhere and Oracle Database on Linux as the platform for services that allow corporations to successfully create, scale, and operate remote agent programs. It facilitated a platform based on internet access, which scales easily, avoids complex configurations, and is product-agnostic to easily integrate with Agent Access OS, a unified Linux-based agent desktop environment.

Tags: Database Management

Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation 2008-01-01 Oracle

Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to modernize and improve service delivery and increase the range of services available to local residents and businesses and cut costs through automation and increased staff productivity. The challenge was to enable citizens, 80% of whom have internet service, to access information and council services around the clock and cut technology cost of ownership, reduce development times for new services, and gain rapid Return On Investment (ROI) Solution. They upgraded to a Web-based version of Oracle's Siebel applications to provide customers with one-stop, multi-channel delivery for council services.

Tags: ROI - TCO

Capodarco Cooperative Improves Service With Leading-Edge Business Intelligence Solution 2008-01-01 Oracle

Capodarco is a social cooperative that hires persons with disabilities. Capodarco wanted to develop an IT architecture based on a single integrated platform and implement an easy-to-use business intelligence system, capable of handling a vast amount of complex data from the administrative, operations, and healthcare sectors in real time. The challenge was to gain the ability to monitor the quality and assess the operational efficiency of Capodarco's call center services and create effective reports and integrated dashboards to provide management with decision-making support. Capodarco implemented Oracle Business Intelligence Suite Enterprise Edition to provide a comprehensive and unified vision of operating and administrative data, as well as information from telephone switchboard systems.

Tags: Business Intelligence - Data Warehousing

The Responsive Retailer: Boosting Sales by Providing Store Customers with the Information and Experience They Expect 2008-01-01 Avaya

For hundreds of years, retail success has been built on one basic concept: merchandise in the right place, at the right time, at the right price. But customers want to add a killer element to that list of success factors -- communication, and two-way communication at that. Customers want to buy from you -- and they want to communicate with you as they buy. Brilliant retailers understand societal changes in the way people interact and transact and they are embedding communications into the fabric of their business.

Do you have the communications tools to engage your best customers? Can you leverage your business processes to enhance sales? This Cathy Hotka & Associates paper examines opportunities to drive strategic change through intelligent communications -- leveraging communications enabled business processes (CEBP) and unified communications to create a more responsive organization and reach the 'wow' customer experience.

Tags: CRM Software, Point of Sale Devices, Sales - Marketing, Unified Communications

Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge 2007-12-11 SAP

Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software tools: easy-to-use, flexible reports and analytics.

The SAP portfolio of comprehensive, integrated business solutions, designed specifically for small businesses and midsize companies, delivers the instant and unified business information you need for superior operations and decisive leadership.

Tags: ERP, Data Visualization, Business Intelligence - Data Warehousing, High Performance Computing

Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center 2007-12-01 Oracle

Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels of efficiency, control, and affordability. The challenge was to reach high indexes of quality in client service to increase productivity and competitiveness and establish a state-of-the-art call center to offer remote access services and information solutions. The company worked with Oracle Consulting to implement Oracle Contact Center Anywhere to establish a call center that records 100% of calls, maximizing competitiveness by answering 450,000 calls per month and carrying out 5.4 million transactions per year. It created a robust, high-availability, easily scalable technological infrastructure that allows the company to offer the highest quality information services at competitive prices.

Tags: Database Management

10 Questions to Ask Your on Demand Contact Center Provider 2007-11-01 Oracle

Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications experience across sales, marketing, and service interactions, it's a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center without the upfront investment in complex hardware and software traditionally required to build a contact center.

Tags: CRM Software

SNCF Improves Customer Satisfaction and Loyalty With Customer Relationship Management Solution 2007-11-01 Oracle

SNCF, the European rail transport leader, manages more than 320 million passengers each year and 135 million tons of freight. SNCF wanted to ensure multi-channel (internet, telephone, etc.) and multi-product management within SNCF's loyalty programs and provide teleconsultants with a comprehensive view of clients. The challenge was to implement targeted marketing campaigns and effective sales promotions to influence client choice and enhance customer loyalty. SNCF worked with Accenture, an Oracle Partner, to deploy Oracle's Siebel CRM applications to approximately 200 users in less than seven months. It implemented Siebel Analytics to drive call center activity and facilitate processing of correspondence, e-mail, sales portfolios, turnover, and sales.

Tags: CRM Software, Database Management

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Title	Date Added	Company
Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations	2008-04-14	Microsoft
The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. This global presence created a unique challenge: collaboration between offices across time zones. Managers had little visibility into what employees were doing. Lacking this basic knowledge, decision makers had difficulty tying activities to results and the achievement of their strategic initiatives. To address this issue and more, they utilized the research of a tier-one customer relationship management consultancy and selected Microsoft Dynamics CRM 4.0. Managers favor the application's multi-tenancy feature to tailor data to suit the agency's three main user groups. Tags: CRM Software
Go Green With Home Agents: How a Virtual Contact Center Can Be Good for Profitability, Competitiveness, and the Environment	2008-03-01	Avaya
The carbon atom. It's too small to be visible to the naked eye, but it's causing a shift in global business that's hard to ignore. That shift probably is visible in one's business. Perhaps one's company's leaders are committed to doing their part to leave a clean, cool planet for future generations. Maybe a competitor has begun an aggressive "Greenwashing" campaign and one believes the company's environmental efforts deserve consideration, too. Government directives in Europe and Asia likely affect the operations there. Or it might be the employees who are asking the company to evolve with their image of themselves as environmentally responsible individuals. Attention to the environmental impact is something one can count on, eventually, whether one's green initiative is altruistic, marketing-driven, or nonexistent.
LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers	2008-01-01	Oracle
LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent programs from recruitment, to hiring, training, and operations. The challenge was to allow corporate clients to avoid the 60% failure rate businesses typically experience when establishing remote call centers. The company deployed Oracle Contact Center Anywhere and Oracle Database on Linux as the platform for services that allow corporations to successfully create, scale, and operate remote agent programs. It facilitated a platform based on internet access, which scales easily, avoids complex configurations, and is product-agnostic to easily integrate with Agent Access OS, a unified Linux-based agent desktop environment. Tags: Database Management
Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation	2008-01-01	Oracle
Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to modernize and improve service delivery and increase the range of services available to local residents and businesses and cut costs through automation and increased staff productivity. The challenge was to enable citizens, 80% of whom have internet service, to access information and council services around the clock and cut technology cost of ownership, reduce development times for new services, and gain rapid Return On Investment (ROI) Solution. They upgraded to a Web-based version of Oracle's Siebel applications to provide customers with one-stop, multi-channel delivery for council services. Tags: ROI - TCO
Capodarco Cooperative Improves Service With Leading-Edge Business Intelligence Solution	2008-01-01	Oracle
Capodarco is a social cooperative that hires persons with disabilities. Capodarco wanted to develop an IT architecture based on a single integrated platform and implement an easy-to-use business intelligence system, capable of handling a vast amount of complex data from the administrative, operations, and healthcare sectors in real time. The challenge was to gain the ability to monitor the quality and assess the operational efficiency of Capodarco's call center services and create effective reports and integrated dashboards to provide management with decision-making support. Capodarco implemented Oracle Business Intelligence Suite Enterprise Edition to provide a comprehensive and unified vision of operating and administrative data, as well as information from telephone switchboard systems. Tags: Business Intelligence - Data Warehousing
The Responsive Retailer: Boosting Sales by Providing Store Customers with the Information and Experience They Expect	2008-01-01	Avaya
For hundreds of years, retail success has been built on one basic concept: merchandise in the right place, at the right time, at the right price. But customers want to add a killer element to that list of success factors -- communication, and two-way communication at that. Customers want to buy from you -- and they want to communicate with you as they buy. Brilliant retailers understand societal changes in the way people interact and transact and they are embedding communications into the fabric of their business. Do you have the communications tools to engage your best customers? Can you leverage your business processes to enhance sales? This Cathy Hotka & Associates paper examines opportunities to drive strategic change through intelligent communications -- leveraging communications enabled business processes (CEBP) and unified communications to create a more responsive organization and reach the 'wow' customer experience. Tags: CRM Software, Point of Sale Devices, Sales - Marketing, Unified Communications
Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge	2007-12-11	SAP
Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software tools: easy-to-use, flexible reports and analytics. The SAP portfolio of comprehensive, integrated business solutions, designed specifically for small businesses and midsize companies, delivers the instant and unified business information you need for superior operations and decisive leadership. Tags: ERP, Data Visualization, Business Intelligence - Data Warehousing, High Performance Computing
Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center	2007-12-01	Oracle
Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels of efficiency, control, and affordability. The challenge was to reach high indexes of quality in client service to increase productivity and competitiveness and establish a state-of-the-art call center to offer remote access services and information solutions. The company worked with Oracle Consulting to implement Oracle Contact Center Anywhere to establish a call center that records 100% of calls, maximizing competitiveness by answering 450,000 calls per month and carrying out 5.4 million transactions per year. It created a robust, high-availability, easily scalable technological infrastructure that allows the company to offer the highest quality information services at competitive prices. Tags: Database Management
10 Questions to Ask Your on Demand Contact Center Provider	2007-11-01	Oracle
Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications experience across sales, marketing, and service interactions, it's a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center without the upfront investment in complex hardware and software traditionally required to build a contact center. Tags: CRM Software
SNCF Improves Customer Satisfaction and Loyalty With Customer Relationship Management Solution	2007-11-01	Oracle
SNCF, the European rail transport leader, manages more than 320 million passengers each year and 135 million tons of freight. SNCF wanted to ensure multi-channel (internet, telephone, etc.) and multi-product management within SNCF's loyalty programs and provide teleconsultants with a comprehensive view of clients. The challenge was to implement targeted marketing campaigns and effective sales promotions to influence client choice and enhance customer loyalty. SNCF worked with Accenture, an Oracle Partner, to deploy Oracle's Siebel CRM applications to approximately 200 users in less than seven months. It implemented Siebel Analytics to drive call center activity and facilitate processing of correspondence, e-mail, sales portfolios, turnover, and sales. Tags: CRM Software, Database Management