ICMI's Customer Management Insight - December 2007 - (Page 37) TECHNOLOGY online mode, for collaboration, to offline mode, for desktop-only use, when the Internet slows. This allows the agent to continue working as normal, with all the data, including knowledge base information, and when the Internet speeds back up, the system automatically syncs all added information. JON ZIMMERMAN, edge base content to external search engines, companies can remain engaged with consumers, feel confident that customers are getting accurate information and drive more consumers back to their Web site. RightNow 8.2 includes personalized routing that dynamically routes calls and customizes the caller experience based on information about them. For example, a “premier" customer could be automatically routed to an agent that can provide highly personalized service. With the release of RightNow 8.2, we also bolstered our feedback solution with emotion detection. This automatically measures how customers feel about an organization by applying an emotional rating to text-based customer communications. With this knowledge, a company can gauge a customer’s mood or feelings and personalize the service to this customer. With RightNow, enterprises can localize their CRM implementation with 21 languages and dialects including Chinese (simplified, traditional Cantonese and traditional Mandarin), Czech, Danish, Dutch, English (American, European and Australian), Finnish, French (European and Canadian), German, Italian, Japanese, Korean, Norwegian, Polish, Brazilian Portuguese, Spanish, and Swedish. In November, RightNow [added] 12 more languages and dialects, bringing the total to 33. MIKE DE LA CRUZ, President, Oncontact Software The most important characteristics of the latest version of Oncontact CRM are the redesigned Web front end, graphical user interface and visual style to complement Microsoft Vista operating system. Additional features include Microsoft Office 2007 compatibility, Lotus integration, a time billing module and an advanced search function. MIKE BETZER, Vice President of CRM Strategy, Oracle Siebel CRM 8 [from Oracle] features a new taskbased user interface that employs a wizard-like sequence common to many desktop and Web 2.0 applications to speed problem solving and ensure adoption across the enterprise. Siebel CRM 8 takes user empowerment to the next level with the addition of a simple-to-use, natural language rules engine. [The suite] includes embedded real-time decisioning, [using] real-time predictive analytics to enable employees to make real-time customerfocused decisions that produce better results. GREG GIANFORTE, Vice President of CRM Product Management, SAP Historically, the burden of customer service rested on the shoulders of the customer support technician, armed with a knowledge base and a phone. Now, companies can leverage experts in the organization and make them part of the service process through SAP Business Communication Management. SAP CRM can guide the agent with a self-learning engine to provide real-time offers that add value to the customer. Then, these companies can leverage a third party to fulfill onsite service needs and share CRM with them through interactive Adobe forms (only Adobe Acrobat reader required for the third-party provider). All of this is available today with SAP CRM 2007. Founder and CEO, RightNow Technologies In 2007, RightNow introduced five industry-specific on demand CRM packages. We are seeing great demand for industry specific solutions that can very quickly address the unique needs of higher education, federal government, retail, telecommunications and consumer electronics/high-tech appliance manufacturing. With RightNow 8.2, companies can ensure they are answering customer questions, even if customers are searching on Google or Yahoo. With a new sitemap feature, it is possible to index a corporate knowledge base in a way that makes it more accessible to search engines. By exposing knowl- icmi’s insight www.icmi.com | DECEMBER 2007 37 http://www.icmi.com
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