Dovetail Software Blogs: CRM Integration State of Play
“Every
organization wants to integrate all its applications so they talk to
each other, and one unified body of data becomes the river that runs
through it all. How realistic is this?
“Integration
feasibility depends on what your legacy stack is composed of, how
extensible the proprietary code is, and how well new functions can
manage both legacy and new data and still interoperate with the rest of
the environment.”
Hybrid Hopes
“For
those considering speech-rec technologies in their call centers, the
first step is to understand that it is not safe to assume the
technology will approach 100 percent accuracy in recognizing human
utterances in a deployed speech-enabled application. So, what can those
considering a move into speech realistically expect?”
Take the Pain out of Collections
”’The
sub-prime loan defaults currently flooding collections departments
underscore the need for banks to more fully automate collections
processes,’ said Dennis Moroney, senior analyst for bank cards with
financial services research firm TowerGroup, in a written statement.
‘Quickly making and implementing good decisions on a case-by-case basis
will be critical for allowing banks to minimize risk as the pressure on
receivables continues to increase.’”
Uncle Sam Bilked by I.T. Kickbacks?
“Last
week, the Justice Dept. filed civil charges against Hewlett-Packard,
Sun Microsystems, Accenture, and Accenture subsidiary Proquire as part
of a two-year investigation involving potentially billions of dollars
in government procurement projects.”
Richard Boardman’s CRM Checklist
“The following are notes from a presentation I gave last week which boil down a lot of my thinking on implementing CRM systems
“The challenges of implementing a successful CRM
system are more numerous and complex than might appear to be the case.
In this respect there are a number of key points we would raise about
implementing CRM technology”
Cracking the Outsourcing Market
“Successful
entry into U.S. markets is difficult for outsourcing companies
operating within North America. For call center and business process
outsourcing (BPO) firms seeking to gain initial market entry or to
expand their market share from offshore locations, it is even tougher.
“The
steps to market entry presented here focus on how to avoid the most
common pitfalls made by information technology enabled services (ITES)
companies in India and Pakistan, but are relevant to domestic companies
and those from other international outsourcing destinations.”
SOA, Agile, and XML Software Development
“Agile
practices give us a way to do this successfully by putting constraints
on each step of the evolution. Time-boxed iterations, Test Driven
Development, and Daily meetings, all provide mechanisms to check our
progress toward our goals. Consider again the similarity of SOA and OO as ways to organize our resources. We’ve already learned that OO Design
without inspect and adapt cycles tends toward over-designed, over-built
systems. Service-Oriented Architecture, without agile practices to
inspect and adapt, is vulnerable to the same pit-falls that our
over-built OO systems have fallen into.”
