| BT pumps millions into customer service system
BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow. The five year deal will see RightNow provide BT with a knowledge management system for 10,000 contact centre staff, to use when dealing with customer queries. It will also include a system to respond to email queries more quickly and a live IM-style service for customers to have queries answered by support staff. Information on the database can be updated in response to the kinds of questions being submitted and the answers that are given. David Thomson, senior business director at BT Retail, said the technology means the company can offer a "superb customer experience" and keeps it ahead of the competition.
CRM drives car dealership revolution at Ford
Australia's oldest Ford dealership, Harrigan Ford, is set to achieve savings of $400,000 in the first year of implementing a Revolution Dealer Management System (DMS). The new system, which was also implemented at sister dealership Keira Ford, boasts an integrated sales process that drives every aspect of the sales cycle from lead generation, product configuration and deal pricing through to contract and forms processing, accounting, fulfillment and customer followup. The advanced CRM capabilities in the system have drastically improved efficiency and provided a more targetted advertising spend and marketing campaigns. Developed by incorporating Progress Software's relational database, the Revolution DMS went live last month. Harrigan's dealer principal, Mirko Milic, said acceptance of the new system has been extremely high.
Tyler to upgrade tax collection for Tennessee
Tyler Technologies Inc. will provide Tennessee with a new property tax management system that will enable the state and its counties to access the database and software from one location. The contract is worth about $15.1 million and is the largest single software deal in the Dallas business history, the company said. Eighty-eight of Tennessees 95 counties use various systems for their property assessments, appraisals and taxation. New statute requirements and higher levels of services provided by the state have made those systems outmoded. Tyler Technologies iasWorld property tax software and integrated, Web-based solutions will provide the state and its counties with centralized technology, a single point of contact for support issues and the ability to upgrade the software through continued enhancements, said Andrew Teed, president of Tylers appraisal and tax solutions unit.
China tops India again
It's low quality and there's hardly any variety, where's the innovation? Do Indian films win any International awards? If there are, it's must be very measly. Some Indians like Vineet seems to like to live on wishful thinking. They like to boast about the supposed advantages of India before India has reached there. Achieve it before you talk. Otherwise it's all just talk and no work and you are only good for that. .
Woods, Houston rap pioneer dies at 37
Used copies on Amazon.com are on sale for more than $40. That album included the popular Catch 'Em Slippin', which Woods (as Original E), DJ Boss and local producer/engineer Carlos Garza created based on an old sample of a song by New Orleans singer King Floyd. Garza said he and Woods listened to hundreds of records at Garza's duplex to find the right sample. They assembled "a skeleton" for the song with just turntables and a drum machine. "Plain and simple, we were just trying to find something that sounded like a hit single," Garza said. Woods and DJ Boss built the song up from the demo into the version that appeared on the O.G. Style album. Another song from that album made regional ripples. Free World, with its "sitting in the Harris County jail" hook, was the flip side to a 12-inch of Slippin'.
Oracle Communications Announces Productized Integration Approach Based ...
REDWOOD SHORES, Calif., Oct. 2 /PRNewswire-FirstCall/ -- Oracle Communications today announced that a productized integration approach that is based on the Oracle(R) Application Integration Architecture. This will be the communications industry's first pre-integrated business application platform, tailored to enable communications service providers to deliver world-class customer service, launch compelling services faster, and reduce implementation risk and operational costs. As part of the Oracle Application Integration Architecture, Oracle plans to deliver Industry Reference Models, which will give customers and partners tools and documented business processes to create unique, integrated process flows across heterogeneous environments. With these models, customer and partners are expected to more easily adopt industry best practices and implement unique processes that meet specific business needs and should be protected through upgrade cycles.
Brave investment: More money needed for research
Investing in research and technology can be risky business, but it's a risk worth taking. That's especially true if policy-makers will continue putting money into the EDGE endowment and OCAST. The endowment is off to a frustratingly slow start, but patience should be rewarded as those overseeing the money seek to establish a process in which taxpayers, policy-makers and researchers have confidence. Stephen Prescott, president of the Oklahoma Medical Research Foundation, recently called the initial EDGE deposit an "ambitious start to an ambitious dream" while acknowledging that $150 million is not much when the goal is to substantially grow research in science and technology. Prescott called on lawmakers to invest more in 2008 in an effort to "change the whole high-tech game in Oklahoma." Truth is, another one-time investment isn't nearly enough.
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