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Title Date Added Company

Fulfillment Is No Longer Just a Cost Center: It's a Center for Creating Value 2005-04-21 06:42:58 IBM

Following a decade of above-market performance, retail banks are feeling the fallout from strategies that, while fueling growth, failed to leverage the rich potential of these institutions' customer-facing channels - fertile ground for growing and sustaining profitable, long-term relationships. By shifting their focus back to the customer, banks can set off a new wave of value creation.

The Power of Speech in an On Demand World 2005-04-13 09:19:13 IBM

This webcast emphasizes that speech is becoming the interface of choice for many people and that speech self-service has become mainstream for many customers - supported by a clear, proven value proposition. This webcast also announced a new partnership and a major open-source initiative to help accelerate the adoption of speech and establish IBM as a leader in the speech industry.

Canon ITS Raises Service Levels and Drives Competitiveness With PeopleSoft Enterprise CRM 0000-00-00 Oracle

Canon realized it needed to improve its call center services to retain loyal customers and remain competitive. The company needed to bring together multiple sources of customer data into a unified call center for a true 360-degree view of the customer across multiple channels and multiple departments. The company's goal was to use this information to drive repeat business. Canon's PeopleSoft Support implementation integrated data from existing customer databases into one database to provide a holistic view of the customer. Service representatives are able to view interactions and history from the 360-degree view on their unified desktops. They have complete information to deliver higher levels of service to customers.

Hitachi Case Study: Call Center Support 20050105091508 Hitachi

With the transfer of staff from one section to another between branches, staff working in the call center had to deal with a greater volume of work. The company wished to enhance the efficiency of numerically classifying customer trends and preferences. Hitachi proposed a system constructed using DocumentBroker Version 2 for analyzing and managing information collected by Computer Telephony Integration (CTI). The system directly classifies customers' opinions, converts them to numerical data and then creates reports. It provides a mechanism whereby call center staff can reference materials such as catalogs using natural language search.

Marks & Spencer: Customer Relationship Management Solution 0000-00-00 Accenture

The client Global retailer Marks & Spencer wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative team - Marks & Spencer, Accenture, Siebel and Microsoft - worked to create Marks & Spencer's integrated customer relationship management processes and system built on Siebel's eBusiness Applications. Marks & Spencer now has inventive capabilities that enhance the way they serve customers. An agent knows a customer's Marks & Spencer history prior to answering a call. Customer inquiries are resolved consistently, completely, accurately and fast at the first point of contact.

Horizon Healthcare Services Enters a New Era in Customer Service With Siebel CRM 20041210030001 Siebel Systems

Horizon Healthcare Services, Inc. (Horizon), headquartered in Newark, is New Jersey's largest health insurer. Faced with a growing member population and increasing competition, Horizon realized that it needed to upgrade its call center and sales force systems in order to better serve its customers while reducing administrative costs. By implementing Siebel Call Center and two self-service Internet portals powered by Siebel Service and Siebel Sales, Horizon has already achieved $2.1 million of an expected $21 million in cost savings.

Quality Service Through Call Center Transformation 20041210030001 Siebel Systems

Bank of Ireland Group provides a broad range of financial services in Ireland to the personal, commercial, industrial, and agricultural sector. Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of outstanding service across channels to give a consistent customer experience. To meet this objective, the bank launched "Banking365," a customer relationship management system powered by Siebel Finance. The Siebel Finance Call Center solution automates the end-to-end processing of all call center operations.

City of Amiens: Solutions for Call Centre University 20041028112805 Nortel Networks

Amiens' call centre university, called SUP MEDIA COM, provides training for all people involved in call centre activities, including call centre agents, supervisors and managers, telecoms engineers and telecoms managers. The University is fully equipped with Nortel Networks' Meridian switches, and runs on the Symposium Call Centre platform throughout. They were selected to train the students, and to assist and support the University in the acquisition of appropriate knowledge.

Nortel Networks Case Study: Call Centre Solutions 20041028112759 Nortel Networks

Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements, business growth, and geographical expansion in a cost-effective way. The company opted to further develop their call centre services around a Nortel Networks Symposium Call Centre Solution. The system offers skill-based and language-based call routing, which matches agent skills with the level of service required by each customer. Together with Symposium Web Solutions, the system enables the creation of a fully web-enabled, virtual call centre, with staffs dispersed over multiple locations.

Virtual Contact Center: No Walls...no Boundaries 20041029063210 Nortel Networks

This eSeminar discussed how you can create a virtual contact center that will help your business be successful. It also discusses the approaches, value and new choices offered to enterprises by virtual contact centers.

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Title	Date Added	Company
Fulfillment Is No Longer Just a Cost Center: It's a Center for Creating Value	2005-04-21 06:42:58	IBM
Following a decade of above-market performance, retail banks are feeling the fallout from strategies that, while fueling growth, failed to leverage the rich potential of these institutions' customer-facing channels - fertile ground for growing and sustaining profitable, long-term relationships. By shifting their focus back to the customer, banks can set off a new wave of value creation.
The Power of Speech in an On Demand World	2005-04-13 09:19:13	IBM
This webcast emphasizes that speech is becoming the interface of choice for many people and that speech self-service has become mainstream for many customers - supported by a clear, proven value proposition. This webcast also announced a new partnership and a major open-source initiative to help accelerate the adoption of speech and establish IBM as a leader in the speech industry.
Canon ITS Raises Service Levels and Drives Competitiveness With PeopleSoft Enterprise CRM	0000-00-00	Oracle
Canon realized it needed to improve its call center services to retain loyal customers and remain competitive. The company needed to bring together multiple sources of customer data into a unified call center for a true 360-degree view of the customer across multiple channels and multiple departments. The company's goal was to use this information to drive repeat business. Canon's PeopleSoft Support implementation integrated data from existing customer databases into one database to provide a holistic view of the customer. Service representatives are able to view interactions and history from the 360-degree view on their unified desktops. They have complete information to deliver higher levels of service to customers.
Hitachi Case Study: Call Center Support	20050105091508	Hitachi
With the transfer of staff from one section to another between branches, staff working in the call center had to deal with a greater volume of work. The company wished to enhance the efficiency of numerically classifying customer trends and preferences. Hitachi proposed a system constructed using DocumentBroker Version 2 for analyzing and managing information collected by Computer Telephony Integration (CTI). The system directly classifies customers' opinions, converts them to numerical data and then creates reports. It provides a mechanism whereby call center staff can reference materials such as catalogs using natural language search.
Marks & Spencer: Customer Relationship Management Solution	0000-00-00	Accenture
The client Global retailer Marks & Spencer wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative team - Marks & Spencer, Accenture, Siebel and Microsoft - worked to create Marks & Spencer's integrated customer relationship management processes and system built on Siebel's eBusiness Applications. Marks & Spencer now has inventive capabilities that enhance the way they serve customers. An agent knows a customer's Marks & Spencer history prior to answering a call. Customer inquiries are resolved consistently, completely, accurately and fast at the first point of contact.
Horizon Healthcare Services Enters a New Era in Customer Service With Siebel CRM	20041210030001	Siebel Systems
Horizon Healthcare Services, Inc. (Horizon), headquartered in Newark, is New Jersey's largest health insurer. Faced with a growing member population and increasing competition, Horizon realized that it needed to upgrade its call center and sales force systems in order to better serve its customers while reducing administrative costs. By implementing Siebel Call Center and two self-service Internet portals powered by Siebel Service and Siebel Sales, Horizon has already achieved $2.1 million of an expected $21 million in cost savings.
Quality Service Through Call Center Transformation	20041210030001	Siebel Systems
Bank of Ireland Group provides a broad range of financial services in Ireland to the personal, commercial, industrial, and agricultural sector. Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of outstanding service across channels to give a consistent customer experience. To meet this objective, the bank launched "Banking365," a customer relationship management system powered by Siebel Finance. The Siebel Finance Call Center solution automates the end-to-end processing of all call center operations.
City of Amiens: Solutions for Call Centre University	20041028112805	Nortel Networks
Amiens' call centre university, called SUP MEDIA COM, provides training for all people involved in call centre activities, including call centre agents, supervisors and managers, telecoms engineers and telecoms managers. The University is fully equipped with Nortel Networks' Meridian switches, and runs on the Symposium Call Centre platform throughout. They were selected to train the students, and to assist and support the University in the acquisition of appropriate knowledge.
Nortel Networks Case Study: Call Centre Solutions	20041028112759	Nortel Networks
Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements, business growth, and geographical expansion in a cost-effective way. The company opted to further develop their call centre services around a Nortel Networks Symposium Call Centre Solution. The system offers skill-based and language-based call routing, which matches agent skills with the level of service required by each customer. Together with Symposium Web Solutions, the system enables the creation of a fully web-enabled, virtual call centre, with staffs dispersed over multiple locations.
Virtual Contact Center: No Walls...no Boundaries	20041029063210	Nortel Networks
This eSeminar discussed how you can create a virtual contact center that will help your business be successful. It also discusses the approaches, value and new choices offered to enterprises by virtual contact centers.