CRM - October 2007 - (Page 49)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. AT&T/Cingular Wireless 26 Best Buy 32 Big Fish Games 26 Cemex 32 Dell 32 Draeger Medical 38 John and Kira’s Chocolates 20 Mavrik Jewelry 20 Proctor & Gamble 32 Vision Solutions 26 Wal-Mart 32 RE:TOOLING BY COLIN BEASTY Business Problem: Tech Solution: Workforce management solutions > > Product: Managers cannot staff and manage their contact centers effectively. In today’s contact center and back-office environments, coordinating human staffers can be as complicated as the systems they handle. And when you factor in multiple sites, expanded media options, staff proficiencies and preferences, and customer expectations, the tasks of forecasting and scheduling can become difficult without sophisticated analysis. Enter workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. Aspect eWorkforce Management Delivery Model: Installed software Price: Pricing starts at $140 per agent and varies depending on the optional enhancement package and implementation complexity. Business Benefits: Enables contact center managers to accurately plan, manage, and optimize the performance of a multiskilled, multichannel, outsourced contact center. Contact centers can maximize profits and improve their overall performance to meet customer demand. Functionality: Includes a suite of solutions, though the suite’s core provides essential workforce management forecasting, scheduling, and tracking functionality for single-skill, multiskill, and multichannel contact center environments. To improve efficiencies, the suite includes a set of integrated enhancement packages to help fine-tune agent productivity and to optimize performance and simplify management. The solution integrates with all leading Automatic Call Distributors (ACDs) and predictive dialers, according to the company. ■ADVERTISERS Accent back cover www.accentonline.com 1-866-623-0018 Aspect inside front cover www.PerformanceEdgeSuite.com Autonomy eTalk 7 www.etalk.com 1-800-835-6357 Oracle 25 www.CRMOnDemand.com 1-866-906-7878 > > Product: > > Product: Practical Books 46 www.infotoday.com 1-800-300-9868 RightNow Technologies 13 www.rightnow.com/nikon 1-877-363-5678 Sterling Commerce, an AT&T company 4 www.sterlingcommerce.com/retail Stratasoft 19 www.stratasoft.com 1-800-390-1157 U.S. Postal Service 11 www.usps.com/amplify18 Verint 31 www.verint.com/improve 1-800-4-VERINT Vovici 17 www.vovici.com 1-800-787-8755 Contact: Aspect Software at 978-250-7900; or visit www.aspect.com Envision Performance Suite Delivery Model: Installed software Price: Envision Performance Suite costs $1,200 per user, which includes Envision Quality Monitoring, eLearning, Workforce Management, Agent Desktop, and Business Intelligence. Business Benefits: Envision Performance Suite lets contact center managers deliver training, coaching, and scheduling information to agents via a browser-based agent interface. It helps managers forecast, schedule, and run the agent workforce to provide ideal levels of service to meet customer demand. Functionality: As part of Performance Suite, Workforce Management allows contact center managers to create various traffic models, conduct priority scheduling and integrated coaching sessions, and view comprehensive metrics on contact center performance. The solution determines schedules based on criteria such as traffic volumes, service level goals, cost estimates, and agent information including holidays, breaks, lunches, scheduled coaching sessions, shifts, skill types, and seniority. Contact: Envision at 206-225-0800; email at sales@envisioninc.com; or visit www.envisioninc.com Verint Witness Actionable Solutions Delivery Model: Installed software Price: Pricing starts at $59,000 for 100 seats. Business Benefits: Verint Witness Actionable Solutions allows contact centers to balance and optimize cost savings, customer satisfaction, and employee satisfaction and productivity. By measuring individual talents and preferences of each employee, contact center managers can align skill sets with business objectives and customer needs to produce optimized schedules. Functionality: Actionable Solutions integrates with ACDs and outbound dialers and uploads historical data directly from databases. Users can then select, combine, and alter historical data to predict future contact volume, handle times, and connect rates, so managers can create more accurate schedules. A skill-based engine incorporates the skills and proficiency of each employee while a “Pulse” screen monitors adherence to performance so managers can take corrective actions in real time. ■WEB EVENTS destinationCRM Web Event Archive inside back cover www.destinationcrm.com/webevents Knova Webinar 37 www.destinationcrm.com/webevents/ knova/03oct2007 Talisma Webinar 43 www.destinationcrm.com/webevents/ talisma/17oct2007 Contact: Verint Systems at 631-962-9600; email at info@verint.com; or visit www.verint.com Contact Associate Editor Colin Beasty at cbeasty@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | OCTOBER 2007 49 http://www.accentonline.com http://www.PerformanceEdgeSuite.com http://www.etalk.com http://www.CRMOnDemand.com http://www.aspect.com http://www.infotoday.com http://www.rightnow.com/nikon http://www.sterlingcommerce.com/retail http://www.stratasoft.com http://www.usps.com/amplify18 http://www.verint.com/improve http://www.envisioninc.com http://www.vovici.com http://www.destinationcrm.com/webevents http://www.destinationcrm.com/webevents/knova/03oct2007 http://www.destinationcrm.com/webevents/talisma/17oct2007 http://www.verint.com

Table of Contents Feed for the Digital Edition of CRM - October 2007

Contents Front Office Reality Check Customer Centricity Coupons Without the Clipping Something Special in the Air Oracle’s Name Game Market Focus: Sports & Entertainment: CRM Scores for Sports Franchises Statistically Speaking The Pulse Required Reading Are We There Yet? Help Them Help Themselves The Chain Gang Pay Day OutClick Media Gets a Second Opinion Best Kiteboarding Makes a Splash with NetSuite True-Blue Service Documentation Secret of My Success The Tipping Point Re:Tooling Pint of View

CRM - October 2007

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