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Dovetail Links 2008-08-15

The Lifecycle Approach to Shaping Up Flabby Mission-Critical Apps....CRM and E-Commerce: The Integration Payoff....Forrester: The X Internet is Coming (for Real This Time)....Survey Says: Aligning IT Operations with Business Goals Increases Agility, Cuts Costs....Mobile Devices for Enterprise Apps, Part 1

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Permalink: Friday, August 15, 2008 8:48 AM
Posted by Dovetail Software | 1 Comments
Filed under integration, mobile CRM, IT alignment, application design, X Internet
Dovetail Daily Links 2008-03-04

Gartner's Seven Ways to Improve the Customer Experience....Rethinking SOA and Integration....The ''Tipping Point'' for Customer Service....Are Customers Assets?....SOA Growth in 2007-2008....Do you have an Architect personality?
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Permalink: Tuesday, March 04, 2008 4:44 PM
Posted by Dovetail Software | 0 Comments
Filed under soa, integration, customer service & support, architecture
Business Intelligence Still Key

Business intelligence across the enterprise remains a strong development goal in 2008. Issues of data quality and integration still plague the effort, and results to date are mixed.
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Permalink: Thursday, January 03, 2008 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under integration, Business Intelligence, data quality, contact center, top line revenue
APIs Remain a Great Integration Helper

CRM systems and the contact center between them constitute a lot of spaghetti for integration. Pulling the pieces together and getting them to talk to each other – in order to give the customer-facing agent a real-time position among other reasons – tends to be a unique proposition for each organization, each with its own legacy systems, often decades old. Helpers to this situation are appearing, in the form of third-party solutions.
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Permalink: Thursday, December 13, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Dovetail Software, Clarify, integration, Microsoft, API, contact center
Contact Center Proving Ground

The significance of the contact center to both the enterprise and systems developers is often understated. The front line engagements of customer service are enacted here, and all the dynamics of interaction are highlighted in measurable ways. In fact, the entire contact center operation is built out of numbers, making it perhaps the most tangible and manageable proving ground for the enterprise goal of customer centricity.
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Permalink: Wednesday, December 12, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, integration, contact center, customer centric
CRM and the Right Answer

The contact center is undergoing rapid development nowadays, as institutions hurry to catch up with the merciless modern customer. What’s needed are unified technology systems to bring the complete and profitable responses instantly to the agent desktop or self service kiosk.

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Permalink: Tuesday, December 11, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Customer Service and Support, integration, contact center
Enterprise 2.0 and Integration

We’ve been looking at integrating Enterprise 2.0 tools into the modern organization, and yesterday we asked, who will supply the necessary interoperability? Some answers appear.
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Permalink: Tuesday, November 20, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Clarify, integration, Enterprise 2.0, Microsoft CCF
CRM and the Contact Center

Today's contact center is a busy crossroads for a large variety of vendors and tools: vendors are starting to deliver more integrated systems, but this trend is just beginning, and innovations so far are coming faster than any whole-suite offering can easily match.
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Permalink: Wednesday, October 17, 2007 10:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, integration, speech analytics, contact center
Hospitals Learn CRM Pitfalls

Hospitals, as we reported recently, are feeling the same pull to improved customer service that all industries are feeling, and are turning to CRM and related systems for solutions. As a late adopter, the patient-care institution can learn from the trials and errors of earlier adopters, and at the same time provides a text-book case study of how well the vendor industry has learned its own lessons.
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Permalink: Monday, September 10, 2007 7:28 PM
Posted by Dovetail Software | 0 Comments
Filed under Clarify, integration, outlook, Dovetail Web services, healthcare CRM
The Risk of SaaS in CRM

The debate continues about the relative values of on-demand versus on-premise CRM solutions. Concerns about hosted services hinge on security and integration, with also the fear of vendor lock-in. and IT lock-out.
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Permalink: Wednesday, August 22, 2007 3:54 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, saas, integration, Dovetail CRM, SFA, on premise, on demand

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