Direct Tech

NEW APPS INTEGRATE CUSTOMER INFO ...

NEW APPS INTEGRATE CUSTOMER INFO

In an effort to help companies integrate customer data solutions with the rest of their business applications, Chicago-based PeopleSoft is developing several Internet CRM ‘workbenches’ that it says will incorporate data from multiple sources and provide end users with critical analytical information. The new applications include the PeopleSoft Marketing Effectiveness Workbench, Sales Effectiveness Workbench, Support Effectiveness Workbench and Customer Scorecard. The new applications will, the company says, allow a call centre manager to analyze call volume and responsiveness trends, and track sales activity and marketing campaign information. The applications, which will be available later this year, are designed to complement the PeopleSoft Customer Relationship Management Analytics product line.

SMART CARD TECHNOLOGY APPLIED TO INTERNET BANKING

Three Canadian companies are hoping to enhance the way today’s online banking transactions are made across mobile and Internet-enabled computing devices. Oasis Technology, G&D Security Card Systems and CIT recently released an Internet banking solution, powered by Public Key Infrastructure (PKI) Security, on a portable smart card. iBanking uses smart card technology to verify the identity of customers and financial institutions engaging in online transactions, to ensure a secure financial exchange. One of the key strengths of a card, the companies say, is that it allows for multi-channel delivery.

REAL-TIME CUSTOMER CONTACT SOFTWARE DEBUTS

A new software suite is targeting companies that want to better understand the needs of their customers, optimize their customer contacts and make better, more informed business decisions. Aspect Communications Corporation of San Jose, Calif., has rolled out Customer DataMart v.1.0.2, a product the company claims is the industry’s first real-time contact centre data mart for managing customer relationships. The software gathers real-time information from one or more contact centres and data sources and makes it available for analysis. According to the company, benefits include a reduction in per-contact costs and an increase in per-contact revenue through analysis of all real-time contact centre activity. Aspect Customer DataMart has the ability to collect and consolidate real-time customer contact information and automatically assimilate it into a pre-configured analytical database.

SOFTWARE INTEGRATES INFO ACROSS CONTACT CHANNELS

Atlanta, Ga.-based RedCelsius has launched a product it says will help companies service their customers through any channel, whether through direct sales, distributors, call centres, or Web sites. V3.2 RedCelsius e-Business Suite features integrated sales, customer service and e-commerce modules that are designed to enable seamless transactions across multiple channels. According to RedCelsius, the Web-based e-Business Suite supports personalization with customized home pages, product catalogue short cuts, multiple shopping carts, online tax calculations, integrated shipping costs and tracking and order history features.