2000年6月2日 CCNS新闻

CTI论坛编译

HP和E.piphany为金融提供CRM服务

Hewlett-Packard和E.piphany宣布，HP已经同意作为E.piphany的完整客户关系管理软件套件的系统集成商。这将包括提供定制实施和集成服务，同时转售E.piphany软件给金融服务客户。基于E.piphany E.4，组合的解决方案无缝集成数据提取，数据仓库，报告，数据挖掘，商业活动管理和实时个性化到单一的基于web的平台上。因此，金融服务机构可以对多个内部和外部得到的数据进行收集，解释和操作。以满足其对所有客户接触点电子商务功能的要求。


 

HP, E.piphany In CRM Offering to Financial Services

Hewlett-Packard and E.piphany announced that HP has agreed to become a system integrator for E.piphany's entire suite of Customer Relationship Management software. This will include providing customized implementation and integration services, as well as reselling E.piphany software to financial services customers. Based on E.piphany E.4, the combined solution seamlessly integrates data extraction, warehousing, reporting, data mining, campaign management and real-time personalization into a single Web-based platform. As a result, financial services institutions can collect, interpret and act on customer data from multiple internal and external sources to tailor their e-commerce functions across all customer touch points.


呼叫中心服务质量报告显示银行比零售业获得较高的分数

根据O'Connor & Associates的调查，在2000年O'Connor呼叫中心质量保证基准测试报告中，银行呼叫中心胜过零售呼叫中心。O'Connor报告是一个在金融工业的呼叫中心服务质量性能方面每年两次的调查报告。第一次发表是1996年，基准测试包括15个国内最大的银行，对每家的服务质量每月评估100次。基准测试评估7项大家公认的影响客户满意度的特征：客户接待，客户亲善，客户辨认，专业化，产品知识，交叉销售能力和结束方式。结果显示，银行和零售呼叫中心的分数都低于去年的报告结果。


 

Banks Score Higher Against Retailers in Call Center Service Quality Report

In a survey released by O'Connor & Associates, banking call centers again outperformed retail call centers in the 2000 O'Connor Call Center Quality Assurance Benchmark Report. The O'Connor Report is a biannual survey of the financial industry's call center service quality performance. First published in 1996, the benchmark consists of fifteen of the nation's largest banks, which are each evaluated 100 times during a one-month period and rated for service quality excellence. The benchmark measures seven of the most widely accepted attributes known to influence customer satisfaction: Customer Reception, Customer Rapport, Needs Identification, Professionalism, Product Knowledge, Cross-Selling Capability and Closing. The results show that both the banking and retail call centers scored lower than last year's report.


Scheduling.com和Syntellect组成联盟为保健工业提供服务

Scheduling.com，一家应用服务供应商，提供基于web的对患者，医师和紧急服务设施之间的连接，宣布与Syntellect，一家呼叫中心技术和主机服务解决方案供应商，达成一项联盟协议。联盟寻求将scheduling.com的技术与Syntellect的主机服务机构结合，通过语音，传真或e-mail提供更有效的医院，医生和患者的简易预约方法。目前，在保健行业每年有25%的预约无法完成。


 

Scheduling.com, Syntellect Form Alliance Aimed At Healthcare Industry

Scheduling.com, an applications service provider that offers web-based connectivity between patients, physicians and acute care facilities, announced that it has entered into an agreement with Syntellect, a provider of call center technology and hosted service solutions. The alliance seeks to interface scheduling.com's technology with Syntellect's hosted service bureau to more efficiently facilitate appointment compliance for hospitals, doctors and patients via voice, fax or e-mail. Missed appointments currently account for over 25% of no show appointments in healthcare annually.


Aetna香港公司选择交互智能公司的平台

交互智能公司说，Aetna寿险公司(Bermuda)和Aetna MPF有限公司（香港）已经选择了他们的企业交互中心(EIC)，用于为基于香港的客户服务中心增加多渠道通信能力。最初，EIC将使客户通过电话，传真，或email与Aetna交互通信，后期，客户将能够通过因特网使用web对话和web回叫功能与公司互动通信。

Aetna Hong Kong Picks Platform by Interactive Intelligence

Interactive Intelligence says that Aetna Life Insurance Company (Bermuda) Limited and Aetna MPF Limited (Hong Kong) had selected their Enterprise Interaction Center (EIC) to add multi-channel communication capabilities to its Hong Kong-based customer service center. Initially, EIC will allow individuals to interact with Aetna via phone, fax, or email. Eventually, they will also be able to interact with the company via the Internet using web chat and web callback features.

2000年6月1日新闻<