CRM - August 2008 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. AAA Northern California/Nevada/Utah 10 Alaska Airlines 22 Allscripts 34 Amtrak 10 Ariba 39 Barclays Global Investors 45 Blue Nile 16 Borders 8 British Telecom 43 Buy.com 16 Chase Card Services (JPMorgan Chase) 22 ChoicePoint 16 CMA Communications 46 Egg 22 Groupe b2s 44 Larochelle Groupe Conseil 39 Linens ’n Things 8 McDonald’s 22 Morrison & Foerster 39 NASA 8 Netflix 16 North Shore Credit Union 10 Overtons.com 16 Pembina Trails School Division 43 Signature Worldwide 34 Steelhead Productions 34 Stratus Technologies 39 U.S. Department of Veterans Affairs 16 Vocalocity 34 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Email management tools > > Product: Subpar email response forces unhappy customers to live agents In an effort to be responsive—and remain cost-efficient—many companies are allowing customers to email questions. However, when there’s no system in place to process and respond to emails expediently, customers get even more frustrated and lash out at unsuspecting live agents—or worse, take their business elsewhere. That undesirable outcome can be averted with email management software that can automate emails received and give customers accurate answers quickly. eGain Mail Delivery Model: on-premise or on-demand Price: For the on-premise solution, $1,500 per user; on-demand pricing is $120 per user per month. Business Benefits: Agents can use Web-based forms and other structured input methods to consistently capture valuable customer data, allowing the implementation of an effective email workflow that helps agents respond personally and accurately. While creating responses, agents can access the customer’s complete case history in order to create a more-targeted response. Functionality: Predefined workflows help manage incoming email and Web-form inquiries, while a service-level agreement (SLA) triggers automated email routing and monitoring. Web-based consoles are available for a range of users—from agents to system administrators—and agents directly contribute to and access a common knowledge base that helps accurately resolve complex inquiries. Analytics and real-time alarms provide operational performance management. Contact: eGain at 1-650-230-7500; or visit www.egain.com. > > Product: > > Product: ■ADVERTISERS Autonomy etalk back cover www.etalk.com 1-800-835-6357 Calabrio 17, 19, 21 www.calabrio.com www.saynotoducttape.com 1-763-592-4600 CRM eWeekly inside back cover www.destinationCRM.com/newsletter Kana Response Delivery Model: on-premise or as a hosted service in Kana’s Enterprise On-Demand model Price: Starts at $50,000 based on the number of agents and size of deployment. Business Benefits: The solution helps improve customer satisfaction with auto-acknowledgments and personalized answers delivered within SLAs. An intelligent agent desktop and productivity tools improve efficiency, and an advanced reporting console provides real-time metrics to monitor and improve service delivery, optimizing e-service operations. The software also supports long-term growth and volume spikes with industry-standard architecture that delivers distributed scalability. Functionality: Rules-based service intelligence captures, analyzes, categorizes, prioritizes, and routes each message to the most appropriate agent or queue. Agent-to-agent collaboration via real-time chat enables coworkers to share expertise and reach a more accurate answer faster. The solution also features an intuitive reporting dashboard with real-time statistics and more than 100 operational reports available in multiple formats and versions. CRM in Real Time, by Barton Goldenberg 37 books.infotoday.com/books/ RealTimeCRM.shtml destinationCRM 2008, Free Expo Pass, Aug. 18–20, 2008 inside front cover www.destinationCRM2008.com 1-800-300-9868 Contact: Kana at 1-650-614-8300; or visit www.kana.com. Excellence Every Day, by Lior Arussy 41 books.infotoday.com/books/ ExcellenceEveryDay.shtml ITI Practical Books 27 www.infotoday.com 1-800-300-9868 RightNow Technologies 5 www.rightnow.com/thule Talisma Email Delivery Model: licensed or hosted Price: Starts at $100 per user per month (hosted) or $1,500 per user (licensed) for enterprises; pricing for small-to-midsize businesses also available. Business Benefits: Users can respond rapidly, accurately, and securely to thousands of emails per day. Intelligent routing, an intuitive user interface, and knowledge and productivity tools enable agents to achieve high rates of first-time resolution and improved customer satisfaction. Automated response technology immediately reduces the number of customer emails that require agent action. Functionality: The application features intelligent rules with configurable routing based on subject lines, Web-form or email content, automatic response, and categorization engines. The software also measures and optimizes performance with real-time management dashboards, agent timers, and extensive management reports as well as a configurable Quality Control Outbox that can hold selected emails for supervisor review. ■WEB EVENTS Aug. 6, 2008: West webinar 11 http://webinars.destinationcrm.com/west/92/ Aug. 13, 2008: LucidEra webinar 13 http://webinars.destinationcrm.com/lucidera/95/ Aug. 27, 2008: Savo webinar 15 http://webinars.destinationcrm.com/savo/93/ Contact: Talisma, an nGenera company, at 1-800-474-1149; or visit www.talisma.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | AUGUST 2008 47 http://Buy.com http://Overtons.com http://www.egain.com http://www.etalk.com http://www.calabrio.com http://www.saynotoducttape.com http://www.destinationCRM.com/newsletter http://books.infotoday.com/books/ http://www.kana.com http://www.destinationCRM2008.com http://books.infotoday.com/books/ http://www.infotoday.com http://www.rightnow.com/thule http://webinars.destinationcrm.com/west/92/ http://webinars.destinationcrm.com/lucidera/95/ http://www.talisma.com http://webinars.destinationcrm.com/savo/93/

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

CRM - August 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Maximum Security A Code Win Doesn’t Blow Forming the Platform CRM on Twitter CRM Class Is in Session Making CRM Mandatory for University Administration Required Reading Cover Story: Calling it Quits Wouldja Look at That? 8 Enterprise Strategies That Stick CRM Searches for Search All Lines Are Not Busy UC: As Easy as A-B-C Even Contact Centers Have Room for Improvement Money Lying Around? Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - August 2008

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