Some interesting articles about the call center end of the business and more specifically knowledge management!
Table of Contents
Last updated Friday, January 08, 1999, 5:58 PM
Compaq, Lotus strengthen KM product portfolio
Posted 1/8
"Call center of the future" leverages knowledgebase for sales, service
Posted 1/8
Dataware acquires Sovereign Hill Software
Posted 1/5
Open Text to acquire Lava Systems
Posted 1/4
Imaging, workflow to benefit Pennsylvania Life policyholders
Posted 12/30
Data visualization drives Toyota's product development
Posted 12/29
Cognos posts record results, acquires data mart software
Posted 12/23
Growing with ERP
Posted 12/23
New company formed for financial COLD
Posted 12/23
Charter One Bank to outsource document/forms processing operations
Posted 12/21
Compaq, Lotus strengthen KM
product portfolio
(Friday, January 8, 1999, 5:58 PM)
Lotus and Compaq have added two more products to their
portfolio of KM technologies designed to help organizations
capture, filter and deliver knowledge to their workers.
Collectively the technologies enable users to access and share
timely information, thereby increasing efficiency and user
adoption and reducing time-to-deployment. Already part of the
Lotus/Compaq portfolio are a competitive intelligence
application and a knowledge collaboration solution for research
and development organizations. Cambridge Technology
Partners has agreed to offer support and services for the
product portfolio.
Analysts at The Delphi Group say that Lotus, which already
has significant KM mindshare, is on target with its collection of
turnkey packages rather than general purpose toolsets. "With
this early lead in learning how to provide such solutions, Lotus
continues to set itself apart from tools vendors, and is setting
the benchmark for the solutions side of the industry," says
Delphi.
Added to the KM portfolio are products from tool for
enhancing innovation and a sales coaching tool.
Knowledge Associates' Knowledger.Innovation creates a
Notes-based "micro environment" designed increase workers'
innovation by teaching them to focus on the customers' needs
and learn to take risks.
The other offering, a combination of Synergistics' Prevail
Knowledge Center and WisdomWare's Sales Coaching,
delivers to salespeople information such as competitive
analysis, proposal templates and pricing schedules, and offers
one-to-one sales coaching.
Pricing for Knowledger.Innovation starts at $60,000 for a pilot
site license. For the Prevail Knowledge Center with Sales
Coaching, pricing depends on the size of the organization.
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"Call center of the future" leverages
knowledgebase for sales, service
(Friday, January 8, 1999, 4:09 PM)
Call center outsourcer Fortune 800 is combining the efforts of
customer support and telesales personnel in a
knowledge-based system to better serve and sell to clients.
Fortune 800 offers call center services to direct-to-consumer
and business-to-business sales and service companies, with
products ranging from computer software to nutritional
supplements. When clients call they are directed to specific
agents based on demographic information and purchasing
history.
Armed with answers to FAQs, successful sales techniques and
client information pulled from Molloy Group's Knowledge
Bridge knowledgebase, customer service and telesales agents
provide personalized service and recommend product
upgrades or add-ons. Tight integration with a Scopus
Technology call tracking system minimizes duplicate
knowledgebase entries and workflows.
With the knowledgebase, Fortune 800 can expand support for
its current and future clients, according to sales and marketing
VP Candie Bliss. Also, by increasing the volume of calls and
scope of support, they can "provide more integrated services to
our...larger-scale clients, which offer the highest profit/expense
ratio," she said. |
