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Scottish CRM Vendor Graham Technology Wins Forrest Recognition
 TMCnet Contributing Editor
Graham Technology, a vendor of customer-oriented business software and services, has announced that it has been named as a "leader in process-centric customer service" by the much-quoted Forrester Research (News - Alert).
The report says of Graham Technology, "The company has demonstrated particular strength in the utility, telecom, finance and retail markets." Graham Technology appears in a section of the Forrester Wave focused on software vendors with business process-based approaches to customer service.
Paul White, chief marketing officer, Graham Technology, attributed much of the company's success to "the market response to our flagship product, ciboodle."
The Forrester report noted that Graham's business process approach "allows the system to manage all aspects of contact creation, routing , escalation, and management according to business rules and specific customer-related triggers. This makes the vendor a good option for firms with large agent networks."
Graham Technology's inclusion on the Forrester Wave follows its recent inclusion on Gartner's (News - Alert) Magic Quadrant for CRM Customer Service Contact Centers, 2007, which observed, "The most significant evolution will be the increasing incorporation of customer service process modeling into contact center applications."
Last month Jakarta-based Telkomsel, an Indonesian cellular communications vendor, announced a joint project with Graham Technology to "upgrade its call center’s capacity and performance," according to Graham officials.
Telkomsel is targeting 45 million subscribers by the end of 2007, and officials said the company needed to boost the capabilities of its call center to support an increase in concurrent users from 2,500 to 5,000.
Already the provider of Telkomsel’s existing call center products, Graham has undertaken a phased deployment approach that will help meet the expansion goals of the company.
Under the terms of the deal, Graham Technology will upgrade its GT-X software to the latest version, which allows for the sort of scalability they'd need if Telkomsel grows as they hope to.
The new tools are Java-based, Graham officials say. and object-orientated, meaning that its components are reusable and easier to maintain.
David Sims is a contributing editor for TMC (News - Alert) Net. For more articles please visit David Sims' columnist page. Routing | X | | There are many often too many explanation of routing. Heres one:
Hop-by-Hop Routing - IP Routing
- Distributes routing to routers
- Networks look/act like trees
- Data can traverse many routers ...more |
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