CRM - February 2008 - (Page insert5)

Sponsored Content February 2008 5 “WE’RE PROUD TO BE PROVIDING A SERVICE THAT unique solution for businesses interested in moving to a distributed model. LiveXchange provides the remote switching, remote security and remote management to route calls to a completely home-based workforce. They also recruit customer service reps that are interested in becoming at-home agents and match them with companies looking for contract agents through their service, ContactXchange. Companies can create their own pool of contracted remote agents in order to seamlessly supplement their contact center’s internal staff on an as-needed basis and gain significant improvements in overall efficiency and service quality. In keeping with their slogan, “doing remote right”, LiveXchange provides all the tools a company needs to expand their business with a remote workforce – including online agent training and a security system with a bio-metric sign-in device to verify identity every time an agent logs on. LiveXchange leverages Oracle Contact Center Anywhere in order to provide intelligent routing and call control capabilities, IVR menus, and remote supervisory features. The complete multimedia hosted contact center solution enables companies to expand their lines of communication to include chat, email and web callback requests in addition to both inbound and outbound phone calls. With over 20,000 remote contract agents and growing, LiveXchange is partnering with their customers to make a significant reduction in the amount of carbon emissions produced by their employees. And while making a positive impact on the environment is a welcome side effect, most of their customers initially employed remote agents for a different reason - to meet service level agreements. Spikes in call traffic throughout the day are difficult to address with in-house agents, who aren’t willing to drive into the office for a short shift of less than 4 hours. But remote agents can sign-up for short shifts throughout the day that fit into their lifestyle, augmenting the workforce with additional agents to ensure calls are answered quickly and service levels are met. The flexibility to staff in intervals of as little as 30 minutes at a time enables businesses to optimize staffing levels and dramatically reduce the carbon footprint of their employees that otherwise would be in their cars commuting. Reduced costs are also a pleasant byproduct of a flexible scheduling model. Businesses can leverage the the remote agent's flexible staffing schedule to streamline call center operations by eliminating the need overstaff throughout the day to ensure spikes in volume can be met. The cost to keep centers open 24x7 can also be eliminated by utilizing homebased agents to staff night shifts. And in cases of bad weather when its difficult for in-house agents to get to work, remote agents can be brought on line quickly and start taking calls from home. Because contracted agents essentially work for themselves as independent businesses owners, there is also an increased sense of pride in one’s work resulting in an improved customer experience. “We’re proud to be providing a service that enables businesses to make a positive impact on the environment by reducing daily commutes and resulting carbon emissions,” said Brian Pritchard, CEO of LiveXchange. “We encourage businesses to consider the benefits of operating their own home-based workforce. And there isn’t an easier, more efficient way of operating one than with LiveXchange.” Organizations around the globe will continue to struggle to “go green” as energy prices rise and concerns about carbon dioxide emissions continue to grow. The good news about “going green” in the contact center is that technology can often bridge traditional compromises while reducing costs. Enabling a home-based ENABLES BUSINESSES TO MAKE A POSITIVE IMPACT ON THE ENVIRONMENT BY REDUCING DAILY COMMUTES AND RESULTING CARBON EMISSIONS.” BRIAN PRITCHARD CEO, LIVEXCHANGE workforce provides staffing flexibility and extends the geography of available agents. It reduces the costs of maintaining traditional brick and mortar contact centers and the energy required to power them. And it reduces the amount of pollution created by daily commutes. “Going green” in the contact center is a win-win situation every organization should evaluate. ABOUT ORACLE Oracle Corporation (NASDAQ: ORCL) is the world’s leader in CRM with 5,000 CRM customers, 4.6 Million CRM users and 125 million self-service users. Our customers rely on Oracle customer relationship management, business intelligence, and customer data integration solutions to deliver dramatic improvements in identifying, acquiring, retaining, and serving their customers. These solutions are the product of more than $2 billion in direct and partner investment and reflect over 11 years of CRM industry leadership. Oracle's CRM products include Siebel, Siebel CRM On Demand, Oracle E-Business Suite, PeopleSoft and Oracle Contact Center Anywhere. With an unmatched range of products, industry expertise, and deployment options, Oracle is the right choice for CRM. To learn more visit Oracle.com/CRM or CRMOnDemand.com. http://Oracle.com/CRM http://CRMOnDemand.com

Table of Contents Feed for the Digital Edition of CRM - February 2008

CRM - February 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point The Loyalty Riddle CRM Drives Down-Market Out of the Gate: Marketers Rate ’08 Traits The Pulse Consultants Adapt to CRM’s Changing Landscape Required Reading Cover Story: CRM Gets Serious Contact Center Solutions Always On Rumble in the Office The Smallest Slice Tying Up Cable’s Loose Ends Burning Up the Paper Trail Sunny Skies for Knology No More Bumps for BlueRoads Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - February 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.