First Coffee for 21 April: Kintera's "Social CRM," Philippine Call Center Training, CobbleSoft's COIGN and 3SG, Cisco in Vietnam, CRM for BBVA Bancomer

David Sims : First Coffee
David Sims
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First Coffee for 21 April: Kintera's "Social CRM," Philippine Call Center Training, CobbleSoft's COIGN and 3SG, Cisco in Vietnam, CRM for BBVA Bancomer

By David Sims
The news as of the first coffee this morning, and the music is Fairport Convention’s “Meet On The Ledge:”

ThreeStone Group and CobbleSoft International have announced a long-term agreement for 3SG to provide on-demand executive sales business development and communications services, while CobbleSoft “continues their focus on rolling out some of the largest projects in the company’s history,” according to CobbleSoft officials.

“Clients are using our self service management methodology at the very heart of enterprise endeavors to incorporate the IT Infrastructure Library best practice standards, and promote helpdesk socialization,” said Richard Stevenson, CobbleSoft’s chief executive and resident coffee maven.

“Our relationship allows us to maintain this client focus while ThreeStone addresses the amazing market response our approach has generated in the Americas, Europe and Australia,” Stevenson explained.

CobbleSoft’s COIGN Enterprise, an on-demand service management and helpdesk product, is a web-based product to employ real time data warehousing with dynamic workflow and on-board analytics for service intelligence.

Using Oracle on demand technology, COIGN automatically and transparently scales to meet GRID, RAC and SOA deployment requirements where and when needed.

3SG will build, execute and scale an international sales business development and communication strategy “that will challenge traditional market players based on CobbleSoft’s main strengths,” 3SG’s founder Jim Turner said:

“CobbleSoft has the unique competitive advantage of enabling new technology with a warm personality,” according to Turner.


The Hanoi University of Technology and Cisco Systems have launched a Networking Research and Development Laboratory focusing on network security, a collaboration sponsored by the Cisco University Research Program.

The guests of honor at the opening ceremony included His Excellency Professor, Doctor of Science Tran Van Nhung, Vice Minister of the Ministry of Training and Education; Professor Hoang Ba Chu, the university’s rector; and James Chia, general director of Cisco Systems Vietnam.

The Networking R&D Lab will be operated by Bach Khoa Networking Academy in HUT, the first regional-level Cisco Networking Academy program in Vietnam. The lab is also the first time that Cisco’s URP is sponsoring R&D in Vietnam.

Dedicated to the collaboration with researchers at universities and other research organizations around the globe, Cisco’s URP is supposed to help with the development of ideas and technologies and encourage innovation in networking.

The URP operates by soliciting research proposals, subjecting them to stringent peer review, before granting funds to support those deemed most worthy.

“The URP program will bring in an added dimension of international exposure for the researchers in HUT, helping to increase the quality of its research work. Cisco will in turn benefit as the work done in HUT may be used to enhance the features in Cisco’s products,” said Chia.

BNAmericas is reporting that US business intelligence provider Information Builders has developed a CRM product for Mexico’s largest bank, BBVA Bancomer.

The CRM project is based on IB’s Webfocus platform, a product that delivers enterprise business intelligence at the operational, tactical and executive level. It also is designed to provide integration, scalability and self-service usability for informed decision making and standardized reporting.

BBVA was looking for a simple environment that is versatile and compatible with the different geographic and technical areas of the group, according to bank officials, as well as an application that is scalable, robust and easy to maintain.

“Webfocus facilitates all business intelligence functionalities while allowing companies to store all important data, transform it into useful information and distribute it throughout the company,” IB’s business development manager Manuel Quiroz said.

Information Builders Latin America falls under the company’s Spanish division and covers the whole region except Brazil, which is covered by a separate division.


Kintera, Inc. has announced that the Community Renewal Society completed its integration to the Kintera social CRM system.

The Alford Group, a consulting group to the nonprofit sector and certified Kintera partner, integrated more than 50,000 records and 23,000 financial transactions from multiple sources into the Kintera Sphere social CRM system.

Founded in 1882, the Community Renewal Society is a progressive faith-based organization that “strives to build a just society in Chicago, free of racism and poverty and in which all of its members live with dignity,” according to society officials. The plan is to accomplish this through news magazines, organizing, training and advocacy –each with different data needs and structures.

The organization wanted to consolidate all of its components onto the Kintera Sphere database platform as it moves to Kintera Sphere as a system of record. The combined data sets and other in-house files, such as data from Community Renewal’s legacy donor management system, were integrated into Kintera Sphere from more than 50,000 records, and included a coding accuracy support system address validation to standardize records.

“Community Renewal has a complicated data structure, and integrating and consolidating on the Kintera Sphere database platform enables us to better manage information at our organization,” said Marsha S. Clesceri, chief operating officer for the Community Renewal Society. “The Alford Group’s integration has allowed us to synchronize data between Kintera Sphere and our existing data sources and accounting software.”

In addition to integrating more than 50,000 records into Kintera Sphere, The Alford Group also was responsible for migrating nearly 23,000 historical financial transactions from the organization’s existing database. As a result, Community Renewal has been able to capture subscriber information, including renewals and billing, in its Kintera Sphere database.

“In today’s competitive environment, nonprofits are increasingly required to streamline their operations and increase philanthropic revenue,” said Brian M. Worrall, senior consultant for The Alford Group.

“The Kintera Sphere social CRM system provides a comprehensive platform for both storing and managing information at organizations ranging from small to complex,” said Steve Johnson, vice president of channel sales for Kintera.

The Philippines are serious about maintaining their outsourced call center industry: The Philippine journal Business World is reporting that the Trade and Industry department has partnered with the city government and the Technical Education and Skills Development Authority to train graduates for call center jobs.

The training will initially target 400 graduates in the next two months.

The training will focus on improving the English proficiency of participants and help them become world-class call center agents based on TESDA-formulated standards, said Teolulo Pasawa, the Davao City field office chief of the Trade department.

He said the target is to train about 900 job applicants this year in call centers or other business process outsourcing-related opportunities, including medical transcription.

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