RedHorse Systems, Dimension Data, ICE App for IPhone, C-Com in New Zealand, Convergys

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David Sims
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RedHorse Systems, Dimension Data, ICE App for IPhone, C-Com in New Zealand, Convergys

The news as of the first coffee this morning, and the music is Dolly Parton's fine bluegrass album of a few years ago, The Grass Is Blue:

RedHorse Systems, a vendor of business management products, has announced the latest version of its customer relationship management, RedHorse CRM, described as a "customizable" CRM platform.
New features include pending and history record preview panes and an e-mail and history archive, which allow the user to view progress on every account. The new version also includes e-mail enhancements, telephone integration for incoming and outgoing phone call pop-up and the ability to create tickets from e-mails and Web imports.

"Companies no longer want to purchase and maintain multiple software products to fill their CRM needs. They want one product that includes everything necessary to get the job done," says Connie Koch, founder and lead developer of RedHorse.

Company officials describe it as an "account-centric application," as it lets users "manage all aspects of their customer relationship." Among other functionalities, it lets users follow leads and opportunities as well as manage contracts, and is "designed to help users capture Web site leads," company officials say.
RedHorse CRM v2.4 also has an enhanced screen designer that includes custom fields in its upper quadrant, as well as improved import from GoldMine. It has a built-in e-mail client and integration with Outlook for mass e-mail campaigns, and lets users manage quoting and sales forecasting, as well as interact with customers through an inline help desk. It's compatible with QuickBooks.
RedHorse Systems, Inc. is currently developing both a Web version and Spanish language version of RedHorse CRM.

Dimension Data, an IT products and services provider, and Sword Ciboodle, a vendor of business software and services, have announced joint implementation of a pan-European contact center product for Sony Europe's Consumer Electronics division.

The product was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle's process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, e-mail, white mail, fax and Web contacts.
Additionally it offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages.

"We knew that we needed something that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specifics we have across Europe," says Stephane Lissillour, General Manager Contact Centers, Sony Europe.

Lissillour described the Dimension Data and Sword Ciboodle single platform as a tool "for managing contacts, allowing our customers to reach us at any time and by any channel."

"We proposed and then managed the development and deployment of the new customer service application for Sony CSE based on the Sword Ciboodle platform. Now, Sony has a business process interaction management system which will help them reinforce customer intimacy," says Vincent Trentels, CIS Business Development Manager at Dimension Data in Europe.

Dimension Data helps clients plan, build, support and manage their IT infrastructures. Sword Group sells business apps globally, with operations in 37 countries. In fiscal year ending December 2007 it generated $263 million in consolidated revenue.

Access to information about allergies, pre-existing medical conditions and current medication is crucial to immediate and effective treatment in crises -- especially if the victim is incapacitated. For this reason, ICE App was created by and Donate Life America for iPhone or iPod Touch users.

ICE App provides first responders -- paramedics, firefighters, police officers, emergency room personnel, doctors and nurses -- with access to critical information: "Information stored on the iPhone through ICE App includes the patient's name, photograph, date of birth, height and weight; emergency contact names and numbers; medical conditions, blood type, food allergies, medication allergies, and current medications; plus the patient's organ donation preference," says Brian Liu, co-founder and chairman of

"We created ICE App to enable every iPhone user to better protect themselves in a matter of minutes. ICE App is free, it's easy to set up, and it puts critical patient information in the hands of first responders."

David Fleming, president, Donate Life America, points out that while "ninety percent of Americans think organ donation is the right thing to do," only 28 percent have taken the appropriate steps to register as a donor. "Since our new ICE App is free, we hope it will motivate iPhone users to not only register as a donor, but also share their decision and tell others to get the free app for themselves," he says.

All ICE App information lives on the iPhone, not the Web. The free ICE App from LegalZoom and Donate Life America can be found in the iPhone Apps Store by searching for "ice-app."

Launched in 2001 by a founding team that includes O.J. Simpson defense attorney Robert Shapiro, sells online legal services. It is not a law firm and can only provide self-help services at your specific direction, on such legal issues as wills, living wills, incorporation, LLC formation, living trusts, powers of attorney, divorce, small claims, trademarks, patents and copyrights.

C-COM Satellite Systems has delivered an initial number of iNetVu Mobile antenna systems to its Christchurch, New Zealand based reseller for deployment by a New Zealand government agency for emergency communications.

With New Zealand's unique geographical features, such as the Alpine fault and weather extremes, the availability of reliable satellite based mobile communications "can, in many instances, make the difference between life and death," says Leslie Klein, President and CEO of C-COM Satellite Systems.
Right. And as a current resident of this beautiful country, First Coffee would like to remind you that if you're hiking in the Southern Alps and you get lost, there ain't nobody finding you, so take care and don't be stupid.

C-COM Satellite Systems sells commercial grade mobile satellite-based technology for the delivery of two-way Internet, VoIP and Video services into vehicles. The firm's proprietary Mobile auto-deploying (iNetVu) antenna allows the delivery of high-speed satellite based Internet services into vehicles while stationary virtually anywhere where one can drive.

Convergys, which sells relationship management services, has announced that Office Depot, a global supplier of office products and services, has renewed its contract for Convergys HR Solutions for another 12 months.

Convergys will continue to provide HR benefits administration including COBRA, leave of absence, and annual enrollment services, for Office Depot, which has been a Convergys client since 2003.

John Gibson, President, HR Management, Convergys, said the company "supports Office Depot's drive to provide its associates with the highest quality care, so that they, in turn, can provide Office Depot's customers with great service."

This is the eighth contract renewal in 12 months for Convergys' HR Solutions.

In business for over thirty years, the Cincinnati-based Convergys works in over 70 countries and 35 languages. It has been voted a Fortune Most Admired Company for nine consecutive years.

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1 Comment

I am impressed with the idea of " account centric application".This one great way to fill the gap between customers and the company.Many a times we observe that a customer is unattended and their queries are not solved.This is because the customer has to go through so many procedures that at the end of the day he looses hope and gives away.But this is not a common phenomenon now.Companies are now successfully bridging the gap between them and it's customers.

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