Gordano Ltd. launched
GLCommuni-cator, its solution for high-volume list management and e-mail
delivery. GLCom-municator is highly scalable, offers a Java-enabled Web
console and contains tools to simplify customer interactions via e-mail
and the Internet, including dynamic message personalization, message post
approval, file management, archiving, and database maintenance modules.
The application links seamlessly with any existing ODBC database, merging
critical list subscriber details into a single database. It is capable of
handling more than one million e-mail distributions and includes extensive
security features, automatic task restart and recovery abilities, and a
management system for returned e-mails geared for improved productivity.
GLCommunicator can be configured to deliver customized messages to
millions of customers, using Mail Meta Language (MML) substitutions based
on any field(s) in an existing ODBC or local database. The software's
"job concentration technology" consolidates similar tasks into
one job and processes them in a single operation. The product's Post
Approval Console allows authorized managers to automatically check
messages prior to transmission to ensure accuracy, monitor content and
remove repetitions. Users may also tailor messages to a particular
audience, targeting specific age groups, interests, etc. GLCommunicator
extracts the necessary information from the data source and assembles the
job, which is compressed to optimize use of system resources and
bandwidth. The message is personalized and delivered only when the remote
mail system has indicated acceptance. Undeliverable e-mail is immediately
returned to its Return Email Management System, which automatically
handles undeliverable messages and maintains the source database. Rather
than simply deleting the necessary contact information, GLCommunicator can
mark returned messages as undeliverable in the data source. Users can also
set the product to mark an address as non-functioning based on a defined
number of returned e-mails over a chosen period of time. An
"automatic vote management" module enables authorized managers
to poll any number of subscribers with a question. It collects responses,
eliminates duplicate votes and sorts responses in a printable document.
The system features streamlined report distribution and file management.
Any number of files (open and hidden) can be associated with an account.
The system supports all file types, including text, PDF, HTML, GIF, MPG
and ZIP. Archives are maintained in native or HTML formats. The archive
may be stored on the corporate Web site to maintain business-critical
documents. By using e-mail as the transfer medium instead of the Web,
GLCommunicator can be used behind firewalls and in secure environments,
using encryption technologies if required.
During my conversation with Kevin Pasquinelli of Chordiant
Software Inc., he made the point that business relationships are more
than "business-to-business" or "business-to-consumer;"
they are Business-to-Customer. While this may seem an oversimplification
to some, it unmistakably reminds us where to focus our efforts for
achieving success in any business venture, and Chordiant believes that CRM
integration with the "back office" provides an enhanced customer
contact center infrastructure. Its recently announced Knowledge System
v2.0 is a modular advanced knowledge management system designed so
companies can act on the wealth of information gathered from a variety of
sources (e.g., Web sites, customer interactions, product sources and
customer service representatives). Chordiant Knowledge System, combined
with the Chordiant Unified CRM Solution, allows companies to provide
highly customized responses to inquiries based on a combination of
knowledge and information unique to individual customers, such as
transactional history, behavioral information, customer preferences and
demographic data. Chordiant's integrated approach ensures that responses
to individuals are consistent with standardized business policies
implemented across entire organizations. By acting on a combination of
structured and unstructured data, the unified solution allows companies to
take advantage of the increasing number of "informational
inquiries" made via online self-service applications. Knowledge
System v2.0 offers advanced FAQs (frequently asked questions) that
"learn" in real-time and are automatically ranked according to
the most frequently asked question. Answers are given in the form of
documents (e.g., Word, text, PDF, HTML or audiovisual), URL links and
memos. Additional features include Web-form support; Web self-service
knowledge base search portals; a Java-based "vortex" knowledge
engine that learns, over time, what knowledge is most valuable and
automatically favors this knowledge in the future; and virtual
"knowledge domains" where companies can provide
business-to-business collaboration portals (sharable over the Internet)
where individuals from multiple firms can share knowledge. The Chordiant
Knowledge System is completely Web-based and supports interfaces via
e-mail, Web browser, XML and WAP-enabled devices. The technology uses LDAP
(Lightweight Directory Access Protocol) to manage domain information and
end-user profile data. Chordiant Know- ledge System offers features to
optimize Web-based self-service capabilities, such as the ability to
recognize users as individuals; providing access to data ("knowledge
domains") relevant to each individual's relationship with the
company; the ability to learn, over time, what knowledge is most valuable
and automatically prioritizing this knowledge each time a request is made;
and the incorporation of the combined, learned knowledge of consumers,
CSRs and groups of individuals or communities. Chordiant's approach brings
together knowledge with unified customer data pulled from multiple
sources. The flexible XML-based architecture inherent in Chordiant
Knowledge System enables ease of integration with Chordiant Workflow
Server and Chordiant Foundation Server.
Motive Communications, Inc. presents several reasons why
"Webified" contact centers are not working, particularly in
meeting the needs of companies establishing corporate e-business in the
business-to-business realm. Rather than collaborative, many sites offer
self-help/self-service not designed for complex e-business transactions.
Others simply fail to respond to customers in a timely manner, if they
respond at all. Some e-commerce concerns think that implementing a
cyberfix solution will make their customer service problems go away.
Customers must compose e-mails, describe problems on the phone and search
for relevant content through generic searches that have little effect
other than leaving customers cold.
Addressing the need for handling complex transactions,
Motive's Olympus Vertical Solutions are intended as a comprehensive set of
pre-packaged, embeddable components focused on specific vertical markets.
Motive is providing its initial Olympus solutions for financial services,
communications, energy and e-marketplaces, and describes them as providing
"customer-powered" service by enabling companies to integrate
customer care into their e-business applications. Motive states it is
targeting traditional companies that want to take their enterprisewide
service assets and advantages with them into the online environment and
business-to business companies whose online success depends upon
high-touch, hands-on service being tightly woven into the online
experience. Olympus connects service into the online experience as a
built-in feature so that, if a question or problem arises, customers can
receive answers (by pushing a button on a Web page or during a
transaction, for example) without abandoning the application to request
service. Olympus determines who the customer is and what he/she is doing
at the time of the question or problem, then uses this information to
provide a relevant set of targeted answers and human experts. It
accomplishes this by providing the technology infrastructure for bringing
all of a company's service assets online, including knowledge bases,
self-service content, employees, partners and suppliers. These
"service networks" can span traditional call centers and service
departments as well as remotely located experts in the e-business or
partner companies.
Each vertical market solution includes embedded service
components targeted to specific requirements in each industry, is
delivered as extensible markup language (XML) Web services and can be
managed using directories and tied into e-business applications'
authentication mechanisms. Motive Olympus' best practices enable IT
staffs, Motive consultants or systems integrators to define the specific
content for delivering high-touch, customer-powered service experiences.
FirePond's Sales
Performer Suite is an integrated sales solution designed to provide all
channels with guided selling capabilities, real-time customer and product
information and automated, enterprisewide processes. Formerly the FirePond
Application Suite, the new offering has undergone numerous architectural
changes, and the company has transformed its FirePond Business Rules
Engine into the SalesPerformer Configurator: a "brain in a jar"
and the centerpiece of the suite. The Configurator is designed to provide
powerful business intelligence to companies that need extensive sales
configuration capabilities: it analyzes customer needs and provides
personalized recommendations; configures large numbers of options, rules,
constraints and relationships; models complex pricing, promotions and
discounts; integrates with order management and other enterprise systems;
imports legacy data; and deploys in multiple Web environments. At the core
of all FirePond applications, the SalesPerformer Configurator is also sold
independently.
The suite consists of sales channel-specific packages
meant to address the specialized needs within each. Web Sales Performer is
an Internet selling system for complex products and services that includes
an interactive product catalog, product selection, customer needs
analysis, proposal creation and order management online. It can compare
alternate or competing products side by side and interfaces with
fulfillment systems to track order status. Field SalesPerformer addresses
the needs of a direct sales force, tailoring the selling process for each
customer, including product selection and configuration, price quotes,
proposal creation and order entry. Channel SalesPerformer allows
distributors, agents, brokers or partners to increase selling
effectiveness. It can capture, track and access customer data, generates
branded proposals and contracts and streamlines channel management
activities; e.g., lead management, product data updates and guided sales
support.
All products within the suite are available separately
along with additional options to tailor functionality for meeting specific
customer needs, including: Process Server, for controlling the workflow of
sales actions throughout the enterprise; Replication Server, for mobile
sales forces; and Wireless Server, for companies using WAP-enabled
devices.