| 1. |
Bolstering the Call Center with Service Resolution Management Processes (3 Pages)
by P.J. Jakovljevic
Sep 4, 2009
Abstract : Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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| 2. |
Bolstering the Call Center with Service Resolution Management Processes ( Pages)
by P.J. Jakovljevic
Dec 14, 2007
Abstract : Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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| 3. |
Off-shoring: Are You Getting Your Money's Worth? ( Pages)
by Joe Strub
Aug 30, 2006
Abstract : Are companies that offshore software development, call center operations, and remote implementations really saving money? Are customers and users realizing benefits? Indeed, there are areas where savings can be misstated. But companies can do something to protect themselves against disappointments.
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| 4. |
Integrating Customer Relationship Management and Service Resolution Management ( Pages)
by P.J. Jakovljevic
Dec 7, 2007
Abstract : The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.
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| 5. |
CRM For Complex Manufacturers Revolves Around Configuration Software ( Pages)
by P.J. Jakovljevic
Nov 8, 2002
Abstract : While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly a part of the much broader CRM class of products, which typically includes front-office applications for sales force automation (SFA), marketing automation, and field service/call center management.
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| 6. |
Compaq Partners with Red Hat in Linux Support Deal ( Pages)
by R. Krause
Oct 20, 1999
Abstract : Compaq Computer Corp. and Red Hat, Inc. announced that Compaq will provide call center support for the Red Hat Linux operating system.
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| 7. |
NEON Systems Moves Further into Enterprise Application Integration ( Pages)
by M. Reed
Jan 26, 2000
Abstract : NEON Systems has signed an agreement to develop and distribute Sterling Software's SOLVE:Diplomat product. Diplomat has been used to integrate disparate Customer Relationship Management (CRM) and call center systems. NEON intends to evolve it into a unified EAI (Enterprise Application Integration) solution.
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| 8. |
Automated Enterprise: Many High-ROI Opportunities ( Pages)
by Tom Pisello
Oct 30, 2004
Abstract : An automated data center promises to self-configure, self-optimize, and self-protect. When looking to implement an automated data center, one must consider best practices in user and resource provisioning, infrastructure availability, and user management. Doing so will allow automated data centers to expedite the automation processes in IT operations and administration; virtualization and provisioning; security; and availability.
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| 9. |
Candle Releases New Command Center App for IBM MQSI 2 ( Pages)
by M. Reed
Oct 11, 2000
Abstract : IBM has announced a four-year, $200 million investment to attempt to make it more cost effective and easier for companies to manage data on IBM S/390 enterprise servers. The proposed solution is a new Candle Corporation product with a GUI front-end that can track message flow, queue times, and other metrics. Is this yet another example of IBM leveraging technology through partnerships instead of always trying to roll their own, as Oracle has done?
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