| 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.
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.
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.
Father Foley Cape Cod abuse case settled For $550,000
The Archdiocese of Hartford agreed this week to pay $550,000 to a man who accused the Rev. Stephen Foley of using his position as Hartford County fire chaplain to sodomize him when he was a 14-year-old parishioner in Windsor Locks. Foley, who has been accused of abuse by at least 11 men since 1993 and was removed from public ministry in 2002, is still affiliated with the county fire organization he belonged to when the alleged assault occurred. He now holds the title of "chaplain emeritus" of the group, according to board members... The current president of the group is Windsor Locks Fire Chief Gary Ruggiero. Haber said Ruggiero sent an e-mail to the board of directors Friday criticizing the newspaper for publishing a story last Sunday that exposed Foley's continued use of a police-equipped Crown Victoria with flashing lights, sirens and scanners... abuse took place on a weekend when the boy and his friend accompanied Foley to a home on Cape Cod, which Foley said was owned by his aunt, the brief said.
Beautiful Miss Idaho in LCHS Parade
With warnings to looters still on his business, Bob Rue folds a wet oriental rug outside his shop in New Orleans Thursday. Rue said he had already received about 30 flood-damaged rugs from customers wanting him to salvage them. You write the cutline. Top Cutlines: 1. Bob Rue displays the actual rug that was pulled out from under the people of New Orleans by FEMA -- Family Phil. 2. �We needs it. Must have the precious Rug. They stole it from us. Sneaky little looters, wicked, tricksy, false. No, not master . . . Master�s my friend. You don�t have any friends. Nobody likes you. Not listening. I�m not listening. You�re a liar. And a thief. Murderer. Go away. . . . I hate you. . . . Leave now and never come back� -- Bre. 3. "Let's cut a rug, baby!" -- Stebbijo.
Erratic Day for Wall Street
Volume on the Nasdaq reached 2.51 billion shares, as losers edged winners 8 to 7. U.S. Treasury prices were on the rise. The 10-year note added 9/32 in price, yielding 3.84%. The 30-year bond rose 18/32 in price, yielding 4.34%. The dollar, meanwhile, was strengthening against the world's major currencies. On Friday, the major averages closed a dismal week on a sour note following a weaker-than-expected report on job growth. The Dow sank 256.54 points, or 1.96%, to 12,800.18, and the S&P 500 lost 35.53 points, or 2.46%, at 1411.63. The Nasdaq plunged 98.03 points, or 3.77%, at 2504.65. For the week, the indices finished with their worst losses in several months. The Dow declined by 4.2%, and the S&P 500 ended down 4.5%. The Nasdaq was the worst performer, notching a decline of 6.4%.
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