The news as of the first coffee this morning, and the music is The Kinks' Something Else
Convergys has announced that it has been positioned
by Gartner in the Leaders quadrant of the first ever "Magic Quadrant for CRM Contact Center BPO for North America," released in late 2009.
Gartner officials say they evaluated providers on "their ability to execute, criteria for which included product/service and customer experience." Gartner also looked at providers' "completeness of vision," they say, including "innovation, business model, market understanding and marketing, product, industry, geographic and sales strategies" in making its determination.
So as you can see, friends, it's pretty well determined.
Andrea Ayers, President, Customer Management, Convergys, credited the company's position in the quadrant to their "leadership, execution abilities, and investments in our portfolio, which includes agent-assisted care, automation, self-service, and analytic services."
Gartner's evaluation also encompassed each provider's set of offerings for CRM programs, including the ability to provide such things as advisory, consulting and migration services, "insight across industries," technology advisory and integration services for both voice and multichannel care such as Web chat, e-mail response and Web self-service as well as what Gartner officials called "a comprehensive set of business process services across CRM functions, including customer selection, acquisition, retention and extension."
As a single-source vendor Convergys
sells analytic services, technology and agent services for the customer experience and relationships.
To "streamline sales and marketing throughout its growing business," worthy goals indeed, Enpirion, an analog semiconductor company with expertise in power management, has standardized
on an Oracle
Accelerate solution fromBizTech for Oracle CRM On Demand Release 16.
Enpirion was started in 2001 by power management technology alumni from Bell Labs. Things progressed, and by 2008 demand for Enpirion's high density power systems embedded chips increased, company officials say, to the point where they were putting pressure on its "time and resource-strapped" sales and marketing organization.
Obviously what was needed was a revamp of its internal technology footprint. Enter Oracle, with Certified Advantage Partner BizTech to replace its existing homegrown database of spreadsheets.
As a midsize company, Enpirion doesn't have sackfuls of cash to blow on unnecessary resources or will-o'-the-wisp investments. Enpirion and BizTech used the Oracle Accelerate program to get a CRM implementation to meet their business needs today "and well into the future." Oracle CRM On Demand has been adopted across Enpirion's sales and marketing.
BizTech led Enpirion's Oracle E-Business Suite ERP implementation. BizTech officials say the project gave Enpirion the functionality required to accelerate demand creation and design in engagements, fit into the daily workflow of Enpirion's sales and marketing employees regardless of location and produce business reviews and reports.
The Internet -- surprising, we know -- continues to be the top destination for consumers shopping for products and services.