First Coffee for November 24, 2005

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

First Coffee for November 24, 2005

By David Sims
david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Robert Earl Keen, Jr.’s great new song “For Love.” Why doesn’t stuff this good get on the radio?

Okay, it’s Thanksgiving Day, which means nobody’s reading this, so let’s try to get the ol’ search engine hit count up, hang on a sec… Britney Spears lucky winning lottery numbers Paris Hilton Viagra Britney Spears lucky winning lottery numbers Britney Spears Paris Hilton Viagra Britney Spears Britney Spears Britney lucky winning lottery numbers Britney Spears Paris Hilton Viagra Spears Britney Spears Britney Spears.

Welcome, readers!

The market for VoIP services in Asia continues to show strong growth, as total revenue is expected to rise from nearly $5.5 billion in 2004 to more than $10 billion by 2009, reports In-Stat.

Currently long distance calls, initiated from either traditional PSTN terminals or full IP local loops but carried over IP backbones to recipients’ local networks, create the bulk of VoIP business in Asia, providing for 85.4% of total revenue in 2004, the high-tech market research firm says. In Japan, South Korea, Hong Kong, and Singapore, a large portion of long distance calls has already migrated to the IP platform.

“By contrast, adoption of local VoIP services is slow due to regulatory barriers in many countries and the dominance of incumbent players,” said Victor Liu, In-Stat analyst. “In Japan, however, competitive service providers such as Yahoo! BB have demonstrated how they can creatively leverage technological advantages to introduce new services and woo customers in a loose regulatory framework.”

The report also found in 2004, there were 8.7 million local VoIP lines in Asia. Yet it cautioned that regulators still have to make hard, yet smart decisions to ensure smooth market development, with some vendors placing high stakes on VoIP for their future success.

And it’s still basically a non-starter in China, as industry observer Dan Nystedt reports: In China… telecommunications companies moved to block software services such as Skype Technologies’ SkypeOut, to protect their long distance revenue. Under current regulations in China, PC-to-phone services are strictly regulated and only China Telecommunications (China Telecom) and China Network Communications (China Netcom) are permitted to carry out some trials on a very limited basis.”

Basically, “in China, there is no incentive for service providers to allow rival VoIP services, so the market’s not going to grow very rapidly,” Nystedt quotes Victor Liu, an In-Stat researcher based in Singapore as saying.

The story’s the same across the region, with regulatory barriers thrown up to favor dominant telecommunication companies: “Phone service providers in many markets want to maintain control over their territory with existing lines so they can still charge customers for routing calls onto the IP network.”

Here’s a new one: Consumer Relationship Management.

Seems that BMW North America has selected New York-based Dotglu, LLC as its new “Consumer Relationship Management agency-of-record.” Dotglu will work in direct partnership with GSD&M, the lead agency recently awarded the BMW national brand and advertising business.

As the CRM partner company, Dotglu will work with GSD&M and BMW to “maximize the total customer experience in all areas of CRM, direct marketing, database marketing and interactive marketing initiatives, including the redesign of http://www.bmwusa.com/,” according to BMW officials.

“In the end, our relationship with consumers is the most important relationship we have as a brand. We believe that Dotglu is the ideal business partner for us to enhance, broaden and redefine our direct communications with consumers,” said Patrick McKenna, Manager, Marketing Communications.

Steve Thibodeau, President, Dotglu said their CRM objectives are to “build and expand BMW’s leadership in any area that they compete, and deliver strategies and creative ideas that will completely redefine how brands and consumers interact.”
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Rather tough finding CRM, VoIP and other business tech news on Thanksgiving Day, one must range far afield, out of the United States… let’s see… ah, here we go: Citrix Systems ha renovado su software Application Gateway para introducir funcionalidades click-to-dial que permiten realizar llamadas VoIP desde la interfaz del PC.

La versión 6 de Citrix Application Gateway incluye una aplicación cliente de Smart Agent que permite a los usuarios pinchar un número de teléfono en cualquier aplicación o página Web y marcar el número desde un teléfono IP de sobremesa. Citrix afirma que la integración teléfono-ordenador de este software ayuda a incrementar la productividad del usuario, sin la costosa y compleja configuración requerida por soluciones CTI anteriores.
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First CoffeeSM gives thanks for another non-Thanksgiving Day celebrating country, New Zealand: Siebel Systems, Inc. has announced that the New Zealand Inland Revenue Department has selected Siebel Enterprise Case Management and Siebel Public Sector Case Management Analytics to “provide a framework for increasing the efficiency and effectiveness of its case management and to enable the seamless transition of cases between its business areas,” according to Siebel officials.

In 2002 Inland Revenue developed and launched an e-Enablement Strategy to do such things as streamline and simplify (but not reduce, alas) its tax processes, with hopes of increasing compliance, and enhancing the administration of its social policy initiatives. As part of the requirement to support this, a new case management system was also identified.

(“Social policy initiatives?” In taxes?)

Siebel Systems’ case management solution will be rolled out initially in Inland Revenue’s audit, return and debt collection, and child support business areas. It will be accessed by an estimated 1,000 audit users, 500 return and debt collection users, and 700 child support users, plus other potential users across Inland Revenue. Design, configuration, and testing will occur prior to the rollout to each business area, starting with the audit area in June 2006.

If you’re looking for something to be thankful for, Max Boot reminds us that “47% of Iraqis polled said their country was headed in the right direction, as opposed to 37% who said they thought that it was going in the wrong direction. And 56% thought things would be better in six months. Only 16% thought they would be worse.”

You can also be thankful for the fact that there have been “two successful elections this year, on Jan. 30 and Oct. 15. The constitutional referendum in October was particularly significant because of the wholesale engagement of Sunnis in the political process. Since then, Sunni political parties have made clear their determination to also participate in the Dec. 15 parliamentary election. This is big news. The most disaffected group in Iraq is starting to realize that it must achieve its objectives through ballots, not bullets.”

You won’t have heard the MainStream Media report this, but the Brookings Institution reports that Iraqi per capita income has doubled since 2003 and is now 30% higher than it was before the war. The Iraqi economy will grow at a whopping 16.8% next year. There are five times more cars on the streets than in Saddam Hussein’s day, five times more telephone subscribers and 32 times more Internet users.

And whereas before 2003 there was not a single independent media outlet in Iraq, Boot says, “today, Brookings reports, there are 44 commercial TV stations, 72 radio stations and more than 100 newspapers.”

Be thankful that we’re winning and the terrorists are losing. Big time.

If read off-site hit http://blog.tmcnet.com/telecom-crm/ for the fully-linked version. First CoffeeSM accepts no sponsored content.



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