Topic: E-Business – Convergys and Gartner, Enpirion and Oracle, Kaleidico, ProTracker, CWR … – TMC Net (blog)

Andrea Ayers, President, Customer Management, Convergys, credited the company’s position in the quadrant to their “leadership, execution abilities, and investments in our portfolio, which includes agent-assisted care, automation, self-service, and analytic services. Gartner’s evaluation also encompassed each provider’s set of offerings for CRM programs, including the ability to provide such things as advisory, consulting and migration services, “insight across industries,” technology advisory and integration services for both voice and multichannel care such as Web chat, e-mail response and Web self-service as well as what Gartner officials called “a comprehensive set of business process services across CRM functions, including customer selection, acquisition, retention and extension. We like including unusual business locations whenever they crop up, and today’s winner comes from Hampton, New Hampshire, home of ProTracker Software, a vendor for the financial services industry, which is introducing ProTracker Cloud, a hosted remote client relationship management tool. ProTracker Cloud provides a hosted offering that includes the ProTracker Advantage client relationship management system, Microsoft Office 2007 (MS Word, MS Excel, MS PowerPoint), and Microsoft Outlook for e-mail. The product’s a mobile tool for Dynamics CRM, with a client roster including Danone, Nestle, Hitachi and Sanofi Pasteur, according to company officials. Erik van Hoof, CEO of CWR Mobility, says “we want to give our customers the freedom of choice, so we built mobile CRM clients for BlackBerry and iPhone as well as an Express version which supports mobile Web browsers. read more

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