Call Center and CRM

Call Center & CRM

Goldmine 7.0

November 16, 2005

GoldMine 7.0 has just been released by FrontRange.

Of note, GoldMine 7.0 is more tightly integrated with the VoIP software that FrontRange now offers, for call center operations. TMC uses Goldmine 6.7 for its internal sales database, guess it's time to upgrade!

FrontRange Solutions Releases GoldMine 7.0 Corporate Edition

Latest version of FrontRange award-winning software delivers broader integration with external systems, enhanced workflow tools and higher performance
DUBLIN, CA (November 15, 2005)GoldMine 7.0 Corporate Edition - the latest version of FrontRange Solutions award-winning customer relationship management (CRM) software - delivers broader integration with external systems, enhanced workflow tools and higher performance to help small- to medium-size enterprise (SME) users raise the personal productivity of their sales and marketing teams and, therefore, increase their organization's profitability.

GoldMine 7.0 was released for general availability late last month and is being distributed through FrontRange Solutions Partners worldwide for upgrades and new installations.
"This latest release of GoldMine makes one of the world's best CRM software even better," said Kevin J. Smith, Vice President of Products for FrontRange Solutions."GoldMine 7.0's broader integration, enhanced workflow and higher performance continue our tradition of delivering enterprise-class functionality at a low total cost of ownership for small- to medium-size businesses."
"No other CRM product offers the robust functionality of GoldMine at its price point," said Bob Ritter, President of First Direct, a top FrontRange Partner whose organization beta tested the software."We expect upgrading to version 7.0 will increase the productivity and collaboration of our sales & marketing teams, which in turn will help us increase the company's profitability.Our investments in GoldMine always yield high returns."

GoldMine 7.0 provides more integration capabilities that enable viewing external sources of data, "plug-ins" for existing enterprise systems and tight integrations to other powerful FrontRange Solutions products.The latest version also offers more workflow tools that simplify and accelerate common tasks related to contact records, such as scheduling appointments and activities.In addition, release 7.0 features a new database architecture that provides greater stability and faster processing for remote users, which has become a critical performance factor for today's increasingly mobile and distributed workforce.

New benefits and features of GoldMine 7.0 include:
" Broader Integration with External Systems such as other databases, back-office systems, web sites, and the FrontRange IP Contact Center.
" Enhanced Workflow Tools for increased productivity without sacrificed ease of use.
" Higher Performance from the new Active X Data Object architecture, a state-of-the-art technology that empowers remote users.
The new version of GoldMine follows many accolades collected in 2005.

Posted in Call Center and CRM, VoIP

Salesforce.com calls out Microsoft's Bill Gates

November 10, 2005

I was forwarded a memo that Marc Benioff, Salesforce.com chairman and CEO, sent to his employees yesterday evening regarding the MSFT news. Even though the email looks legit and even says "To: All Salesforce.com" (indicating it was sent to all Salesforce.com employees), it's obviously a marketing ploy by their PR firm which forwarded me the memo. I'm sure the email was sent to all Salesforce.com employees, but with the intention of also then forwarding the email "memo" to the press. Still, I thought it was kind of funny, especially the "Microsoft Dead" pun on "Microsoft Live", so although I feel slightly used I will include the "memo" here in my blog.
_____________________________________
From: Marc Benioff
Sent: Wednesday, November 09, 2005 8:58 PM
To: All Salesforce.com
Subject: The Business Web

Today, I woke up to read on the front page of the Wall Street Journal how Microsoft is reorganizing to take on companies like Google and salesforce.com - building a new generation of products called Microsoft Live.

And just last week, Bill Gates gave a speech about the end of software that could have been a page out of our play book.

Posted in Call Center and CRM, Microsoft

Cincom Synchrony meeting in 10

October 18, 2005

Posted in Call Center and CRM, Reviews

GN Netcom GN 2000 launches

September 26, 2005

GN Netcom launched their latest headset optimized for VoIP, the GN 2000, which provides full "wideband" frequency response up to 6800 Hz. Many competing “wideband” headsets cut-off around 4000 Hz, thus giving GN Netcom's GN 2000 much better acoustical response and clarity.

The GN 2000 also features their PeakStop technology, which cuts off sudden loud noises above 118 dB SPL to protect your ears from damage. The GN 2000 is available with a USB connector for VoIP applications, as well as a traditional phone/headset jack connector.

The GN 2000 Series is available in monaural and binaural styles and offers two microphone/boom combinations. The flex boom model is paired with a noise-canceling microphone to filter out background sounds in noisy environments, while GN 2000 ST models feature a standard microphone.

"The GN 2000 Series is the most durable line of contact center headsets we've ever built and it truly delivers in every category," says Hans Henrik Lund, president and CEO of GN Netcom. "Its wideband sound quality, all-day comfort and solid reliability will ultimately maximize performance and minimize the Total Cost of Ownership (TCO) for any contact center."

Other features include:

Sturdy, impact-resistant materials and construction
Outstanding sound quality due to true 150 – 6800 Hz
Wideband frequency response
Stereo USB version for VoIP applications
Available with either a special noise-canceling microphone mounted on a flex boom arm or SoundTube equipped with a standard microphone.

Posted in Call Center and CRM

Oracle and Siebel what does it mean?

September 12, 2005

My analysis of the recent Oracle acquiring Siebel deal.

Oracle/Siebel - we want to own your customer data (Oracle) and present that data with the best CRM application front-end (Siebel).

Microsoft - we're trying really hard to own your customer data (Microsoft SQL) running a CRM application (Microsoft CRM) but alas Microsoft CRM still lags behind Siebel. Hey, at least we own the desktop! Besides our so-called competitor, Google doesn't own any industry-leading CRM applications either. Now if Google bought FrontRange Solutions then they'd compete with us in the CRM space.

Posted in Call Center and CRM

Microsoft's Ballmer on the war path again

September 8, 2005

Posted in Call Center and CRM

eStara VoIP-based Track The Call Service

August 15, 2005

Today, eStara will be launching their TrackTheCall website. I discussed eStara's "track the call" VoIP service back in April, where I explained that it is a SME solution that enables SMEs to use web advertising and still convert using the phone as opposed to the website. If you are running a specific campaign, you can create/provision a unique phone number and eStara will track the leads to this number. eStara’s Track the Call enables Yellow Pages and online directory publishers, search engine companies and marketers create new revenue generation opportunities.

I pointed out that "this has been done for decades in the call center arena, but what's new is eStara has extended this feature into the Voice over IP realm, which enables not just call centers, but also small-to-medium sized businesses to track their campaigns as well."

Today, eStara emailed me to point out that demand for eStara’s new Track the Call service is up 100% in three months.

Posted in Call Center and CRM, VoIP

Envision Telephony Impressive Quarter

July 26, 2005

Some more interesting revenue numbers, this time from Envision Telephony. I've reviewed Envision Telephony's quality monitoring products in the past which were publishied in one of TMC's publications and I have to say -- I have always been very impressed with their products which focus on the call center. They have an excellent quality monitoring solution, a training solution called Click2Coach, as well as other products.

On Wednesday (tomorrow), Envision will announce record revenues for the second quarter, a 44 percent increase over Q2 2004. Envision also exceeded last years’ first half revenues by 49 percent.

Envision also added 12 new customers during the second quarter and secured two major expansion deals from existing customers.

Posted in Call Center and CRM

Homesourcing Trend

May 26, 2005

Homesourcing (call center agents working from home) is a hot trend according to Phil Keating (no relation) on the Fox News Channel just about 5 miniutes ago (7:35pm). Phil Keating reported homesourcing is becoming a growing trend among American call centers In fact, he reported that Office Depot is closing 10 of 12 call centers and replacing nearly 1,000 agents with agents working from home. According to the Fox News Channel, (the most accurate news network by the way - inviting some flaming here ), about 20% of all customer service agents are taking orders from their houses not companies.

Phil also interviewed Tim Houlne CEO, the CEO of Working Solutions, an outsourcer of homesourced agents. They provide companies with qualified home working agents.

Posted in Call Center and CRM

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