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February 2010 | Volume 28 / Number 9
From the TMCnet Blogs

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Ignify, Parature (News - Alert) In his “First Coffee” blog,

TMCnet’s David Sims writes:


Ignify, a CRM and ERP consulting firm and Microsoft (News - Alert) Dynamics Inner Circle Partner, has announced an enhanced contact
center platform for Microsoft’s CRM Call Center Agent Desktop.


The new platform allows “customer service agents using Microsoft CRM to prioritize incidents and escalate those incidents for resolution with just one mouse click,” company officials said, adding that “this capability greatly enhances first contact resolution while reducing cost per incident and most importantly improving overall customer satisfaction.


The contact center extension offers an approach to increase sales and handle greater client workloads without the need for additional personnel, company officials contend, by providing customer self-service capabilities and “an integrated agent desktop that ties together different applications and voice, chat and CRM information.”


The extension integrates into existing Microsoft CRM deployments including “automatic classification of accounts to multiple tiers based on past sales volume, visualizing a sales funnel through probability and accurately forecasting future sales and assigning contacts and customers to various marketing lists among many others,” according to Ignify officials.


Parature, a vendor of on-demand customer service software, has announced integration between its customer service software suite and Microsoft Dynamics CRM.


Parature’s integration, with the catchy name of ParaConnect for Microsoft Dynamics CRM Online, offers what Parature officials describe as “a customer service suite for Microsoft customers... a one-stop shop for all service and support needs.”


Parature’s products let companies support customers through its Software-as-a-Service delivery and design: “The integrated suite of Parature Customer Service software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses,” company officials contend, since “Parature integrates everything in one system: Customer support, operations, development and sales.”


Parature Founder and Chief Strategy Officer Duke Chung (News - Alert) said ParaConnect for Microsoft Dynamics CRM Online “opens a new world of visibility and intelligence for organizations.”


Visit David’s blog at http://blog.tmcnet.com/telecom-crm


The User Experience In his On Rad’s Radar,

Peter Radizeski of RAD-INFO (News - Alert), Inc writes:


At Broadsoft Connections Michael Tessler spoke about it being all about apps and the Customer Experience. (Has he been reading my slides?)


One reason IP Telephony grew (according to Dell’ (News - Alert)Oro) 7 percent to $737 million in Q209 is because IPT lowers the cost of the capital expenditure (CAPEX) and it also lowers the cost of maintenance and support.


As an industry, we have to move away from talking cost savings to a discussion about value to the customer experience. Efficiency, productivity, privacy and security will be key topics coupled with TCO and ROI studies.


The user experience must be about usefulness, ease of use, reliable and enjoyable. (Something that most folks would not associate with telcos.)


You need to take the technology out of the way of the user. If you can do that, you win.

Visit Peter’s blog at http://blog.tmcnet.com/on-rads-radar


Where is my Mobile Data?

In his Communications and Technology Blog, Rich Tehrani (News - Alert) writes:


Perhaps one of the most important nuggets of recent news is a catastrophic loss of T-Mobile USA Sidekick customer data, and if you have one of these nifty little gadgets, be aware the wireless carrier asks that you not reset it.


This issue highlights the problems with SaaS and cloud-based services. Google (News - Alert), thought to be the gold standard of hosted-data companies, has suffered outages and so have Amazon and Salesforce.com. The one constant here is cloud-based services seem to be as error-prone as CPE equipment, which makes sense. If it can better, it will gain a larger share of the data center pie.

Visit Rich’s blog at http://blog.tmcnet.com/blog/rich-tehrani


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