Call Center and CRM

Call Center & CRM

EagleACD Call Center Hosted Solution

November 1, 2004

I was Googling and came across EagleACD, which I had never heard of, so I decided to check them out. They are a hosted-ACD platform or hosted contact center platform if you will.. that is similar to CosmoCom, which TMC has covered extensively over the years. I even reviewed CosmoCom several years ago and CosmoCom is also a past TMC Labs Innovation Award winner.

Posted in Call Center and CRM

GoldMine 6.7

November 3, 2004

Gee, FrontRange just sent me a demo copy of GoldMine v6.5 a few weeks ago for a product review and already Goldmine v6.7 is out! I feel so outdated...

I spoke with FrontRange a week or so ago and they are really pushing their developers hard to crank out new features. More importantly, they told me they truly value customer feedback (such as feature requests) and try hard to add them into the next release.

Posted in Call Center and CRM, Reviews

Customer Service

November 15, 2004

I was checking out Andy's blog about "bad customer service" in the USA and as I was reading it I kept thinking to myself, "Yup, been there" or a Clintonian "I feel your pain..."

In fact, reading this also reminded me how my father-in-law purchased a brand new Dell after consulting me for my opinion on what he should buy.

Later on, my wife told me that he purchased a Dell with the optional technical support contract. She said to me, "I don't know why he bought that. You even told me the frustration of dealing with technical support reps that just read from a script.

Posted in Call Center and CRM

Blackberry and CRM

November 15, 2004

It seems I can't go to any public place for at least an hour without seeing at least one Blackberry device - especially airports. Blackberries are known for their excellent email capabilities, however third-party developers are adding additional functionality as well, including CRM / contact management integration. All the Blackberry needs now is VoIP (instead of cellular) capabilities and it will be even more of a killer app/platform.

Check out this news release from Vettro which adds support to the Blackberry for Salesforce.com and Supportforce.com CRM applications:

VETTRO UNVEILS RAINMAKER 4.0 FOR SALESFORCE.COM AND SUPPORTFORCE.COM

Latest Edition of On-Demand Mobile Service Offers Increased CRM Functionality on BlackBerry and Windows Mobile Devices

NEW YORK -- November 15, 2004 -- Vettro, a leading provider of mobile enterprise applications, today announced the availability of Vettro RainMaker 4.0, a complete mobile solution for Salesforce.com users.

Posted in Call Center and CRM

Adeptra

December 7, 2004

I have an interesting story to tell, along with a company whose technology I recently discovered, that may help prevent the embarrassment and inconvenience I suffered as a result of my credit card being declined. It all started just the other day when I attempted to use my Sony VISA card to make a purchase at a grocery store and the clerk told me that my credit card was declined. How embarrassing is that? (Embarrassment #1) I knew I had plenty of credit available, but rather than hold up the line I simply paid with another card.

Posted in Call Center and CRM

Frontrange, Orb Data, and IBM Tivoli

January 11, 2005

FrontRange Solution's IT Service Management products is attracting new partners both in the U.S. and abroad. Detailed in the news release below, FRS has signed up UK-based Orb Data as a partner reseller. It is significant to note that Orb Data will be integrating FrontRange's ITSM suite with IBM's Tivoli enterprise management products.

Posted in Avaya, Call Center and CRM

Salesforce.com Passes 200,000 Subscribers

January 12, 2005

Salesforce.com sent me a package today containing a letter that states, "It took
four and a half years to reach 100,000 subscribers. Just 16 months later,
we are proud to tell you that we have surpassed 200,000 subscribers."

Congrats Salesforce.com!

They informed me in the letter that their subscriber numbers and financial results are scheduled for February 17th. If I remember, I'll try and post the numbers here in my blog.

Posted in Call Center and CRM, Reviews

MCI Conferencing

January 12, 2005

MCI announced a new conferencing service that leverages local access numbers across the entire globe. Personally, with VoIP bringing international calls per minute pricing way down, I don't see the need for this. But I suppose a Fortune 1000 company that does a lot of international conference calls with participants in multiple countries could benefit somewhat, especially if all the participants are from your own company. If the participants are customers then all you are doing is saving your customers a buck or two for the cost of the call.

Posted in Call Center and CRM

VoiceGenie News

January 17, 2005

In keeping with my last blog post about Parus' speech-recognition IVR, I just got this release a few minutes ago I thought I'd share. Similar to Parus Interactive, VoiceGenie also supports SIP and the VoXML standards.

Toronto, Canada – January 17, 2005. VoiceGenie Technologies Inc., the proven performance leader in standards-based software platforms powering customer contact solutions and next-generation networks, today announced record sales results for the company’s fiscal year, ending December 31, 2004.

Posted in Call Center and CRM

Microsoft Office and CRM Integration

January 24, 2005

Microsoft in an attempt to try and promote more sales of the Microsoft Office Suite, is attempting to integrate third-party CRM packages such as Siebel into Microsoft Outlook and other parts of the suite.

Check out the full Cnet story here:
Microsoft turns to Elixir for Office boost | CNET News.com

Posted in Call Center and CRM

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