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CRM Week in Review from TMCnet
TMCnet Communications and Broadband Columnist
This short week in the midst of the holidays did provide enough time for news to develop in the areas of CRM and other business intelligence.
Best practices in CRM deployment were captured in a paper written by William Band, a CRM analyst for Forrester Research. Some of the best practices that Band recommends include defining objectives and processes first before applying technology; technology can sink CRM programs; and people challenges are the toughest problems. The paper is said to be worth every penny and can be found at resourcecenter@forrester.com.
Xinjiang Unicom, a Chinese mobile phone carrier, recently selected Avaya Inc., to provide the IP Contact Center system to serve users across the Xinjiang Uygur Autonomous Region, one of the largest areas in all the province-level administrative regions of China. The carrier currently serves 1.89 million mobile phone subscribers. The new system with 300 seats can handle approximately 150,000 calls each day. The new system is expected to connect the carrier’s headquarters in Urmaqi and 16 other major offices in the region.
Multi-Channel Automation was a focus for offering the ingredient to make or break a contact center. The five areas critical to integrating a successful multi-channel strategy to optimize a contact center, according to Fred Pack, include picking a channel of communication for customers; offering self-service functionality; effectively controlling traffic; integrating auto-escalation business-rule processes; and conducting customer surveys.
Government agencies are garnering attention as the usage and traffic patterns at the White House’s website has been monitored by an outside contractor without the knowledge of the Bush administration. The tracking technology may have been made possible by the use of banned cookies on the site by the National Security Agency. The use of such cookies is in conflict with basic privacy laws causing controversy for the government.
In light of this information, the next Windows version will allow users to tag documents and other files with ‘metadata’ that could lead to embarrassing breaches in information confidentiality. The issue with metadata is there is no way to control it once documents leave the Windows system or enterprise network. While Microsoft is releasing certain measures to assist in the extra security needed, analysts are suggested that more is needed to ensure sensitive documents and information are protected.
AOL announced its list of the top spam subject lines for 2005. One of the most popular was, “Donald Trump Wants You – Please Respond.” Other common subject lines tried to exploit the generosity of the tech world and that the industry is constantly giving stuff away to anyone in the know: “Get an Apple bipod Niño for Free.” Scam rings are getting more savvy and AOL advises to keep anti-virus software up-to-date and don’t open suspicious looking emails. If it looks too good to be true, it always is.
That wraps it up for this week in review for the CRM and other relevant areas. As technology continues to march on and the demand continues to increase for CRM in all areas in 2006, we’ll be watching!
And, don’t forget:
Special Attractions
What’s the Number One VoIP Conference in terms of attendance? What’s the leading VoIP Expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for Service Providers, Resellers, and the Enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, EAST, which runs January 24-27, 2006. See you in Fort Lauderdale, Fla.!
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