First Coffee for September 22 2005

David Sims : First Coffee
David Sims
| CRM, ERP, Contact Center, Turkish Coffee and Astroichthiology:

First Coffee for September 22 2005

By David Sims

The news as of the first coffee this morning, and we can’t seem to get Patsy Cline off the CD player here at the First CoffeeSM world headquarters campus. Imagine that, ain’t that a laugh? Crazy.

Devonport, Tasmania-based (almost worth covering anything just to get to write that dateline) Sitel Australia, a business unit of Omaha-based Sitel Corp. has acquired two new clients.

Sitel Australia has been awarded CRM, BPO and technology hosting business from Acreis, an Australian financial services company. Sitel will manage inbound sales and customer service calls as well as back-office support, including application processing, correspondence, email and fulfillment for Acreis.

The service will be delivered from the Devonport, Tasmania center from January 2006 and expand throughout the year as the company’s needs grow, according to company officials. In addition, they say, Sitel Australia will deliver a long-term 40-seat inbound customer service program from the Burnie, Australia center. The client was not identified.

Russell Just, COO of Sitel Asia Pacific says they have been working with Acreis to develop CRM systems using Siebel contact management system “and integrating the solution with Genesys, a contact interaction management system.”

The Associated Press is reporting that cases of food, clothing and tools intended for hurricane victims were found yesterday at the home of Cedric Floyd, the chief administrative officer for the New Orleans suburb of Kenner.

He’s not the only one, either. There have been many complaints, according to the AP, of city workers helping themselves to donations for hurricane victims. Floyd, at least as of the time of the raid on his home, runs the day-to-day operations in the suburb of Kenner and is – hopefully “was” – in charge of distributing the goods.

Police plan to seek a charge of committing an illegal act as a public official against Floyd, the AP reports, and more charges against other city workers are possible, police Capt. Steve Caraway told the news service.

The donations filled a large pickup truck four times. “It was an awful lot of stuff,” Caraway said.

First CoffeeSM long ago stopped donating to anything the U.N. runs because corruption, inefficiency, waste and general stupidity are so common there, as their heartbreakingly inept “response” to the tsunami shows – the only victims who were actually helped in the aftermath of the tsunami were helped by the American and Australian navies operating independently of the U.N.

That’s the real damage inflicted by Cedric Floyd and his ilk – if people lose faith that their donations will be used honestly, they simply aren’t going to donate anymore, and relief agencies have less to work with and fewer people get helped.

First CoffeeSM can recommend from personal experience Mennonite Disaster Service as a completely ethical, highly efficient organization fully deserving of your hurricane relief donations – either Katrina or the upcoming Rita donations. They work hard, they work well and they spend their money wisely.

Business process management vendors Lombardi Software has announced a “strategic alliance” with Computer Sciences Corporation, a global information technology services company.

The firms will combine advisory and consulting services from CSC’s Global Health Solutions practice with Lombardi’s TeamWorks BPM platform.

Patrick Retif, Partner and Director of Life Sciences CRM solutions with CSC’s Global Health Solutions practice said they were looking for “an alliance member that delivers successful BPM deployments in the life sciences and healthcare industries and can keep pace with the rapidly expanding BPM market.”

CSC and Lombardi have already worked together on projects in the pharmaceutical industry.

If you were wondering who was going to end up dominating the Internet – Microsoft, Yahoo!, Google,, call off the dogs. According to Rupert Murdoch, it’ll be Rupert Murdoch.

According to Asia Pulse the maverick Australian global media tycoon is “steaming ahead with plans to dominate the Internet, telling investors to expect his strategy for conquest to be unveiled within weeks.”

The chairman and chief executive of News Corp. told a US investors’ conference overnight that “the Internet was still his number one priority and that its revenue potential was enormous.”

Merrill Lynch analyst Jessica Reif Cohen told Asia Pulse that Murdoch expected News Corp’s Internet revenue to grow from $100 million this fiscal year, to between $500 million and $1 billion in five years.

The 74-year-old Murdoch will unveil his strategy for entering Internet search and voice markets soon – “a matter of weeks” on whether News Corp will acquire or license/partner for search and voice over Internet protocol capabilities, Ms Reif Cohen wrote in a research note obtained by Asia Pulse:

“Also undetermined at this time is whether News Corp will pursue a portal strategy versus focus on each internet asset individually; although Murdoch stated he does not feel that a portal necessarily helps Internet expansion.”

Murdoch has said News Corp. will spend $2 billion on the effort. In July it bought the owner of, Intermix Media, for $580 million. In August it snapped up Scout Media, “the parent company of the number one US independent online sports network, and Scout Publishing, producer of 47 of the most widely read sports magazines in the US,” Asia Pulse says.

E-Glue Business Technologies, which sells real-time adaptive products for customer interaction, has announced the release of e-Glue Focus. Focus is a new software platform made for contact center supervisors.

It builds upon e-Glue Direct, formerly known as Guideline, the company’s flagship customer interaction management product for contact center agents. Focus brings real-time monitoring to supervisors, alerting them to the calls that require their immediate attention.

Quote of the week, from Minnesota Vikings coach Mike Tice on the team’s 0-2 start: “Any sucker can pilot the ship when everything’s smooth, and the sun’s out, and you’ve got a pina colada in your hand with sunglasses and a Cuban.”

Sounds like ol’ Mike’s wistful for a little bit of that these days, doesn’t it?

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