Whitepapers & Case Studies
White Paper by Topic
This Enterprise Innovation eGuide aims to equip readers with the necessary knowledge and tools, culled from the experience of those who ply the call center trade.
White Paper by Topic
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
Competition in the airline industry is intensifying as low-cost carriers continue to gain market share. Today, airlines are turning their attention back toward the customer after years of focusing on cost reduction. However, CRM technology is no longer a competitive differentiator. The ability of airlines to sustain long-term revenue growth and achieve profitability hinges on moving beyond traditional CRM to implementing comprehensive and integrated loyalty management solutions that support the entire customer travel lifecycle.
How do you go beyond the limitations of traditional Interactive Voice Response (IVR) to deliver superior customer service.
White Paper by Topic
Industry leading companies have long employed smarter supply chains to cut costs, reduce cycle times, and achieve greater, sustainable growth. In today’s uncertain economy, a continued focus on improving the physical supply chain is necessary but insufficient. Whether your primary business is manufacturing, distribution, or retail, there are additional steps you should take now to outsmart the recession.
White Paper by Topic
How do you go beyond the limitations of traditional Interactive Voice Response (IVR) to deliver superior customer service.
Creating a positive customer experience continues to be a major goal for organizations around the globe. Businesses that succeed in delivering these positive experiences will enjoy "good profits and true growth" based on increased satisfaction and loyalty. Advanced skills-based routing offers a substantial increase in capability for the management of customer experiences. This white paper discusses the benefits of advanced skills-based routing in the contact center.
According to Wikipedia, speech analytics describes automated methods of
analyzing speech to extract useful information about the speech content or the speaker. In the context of a call center, speech analytics gives companies insight into what customers really think about their company allowing them to react in a timely manner. This eGuide offers straight forward insight into why your company may need to use speech analytics.
White Paper by Topic
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
Marketers are under pressure to deliver better qualified leads and more This Osterman Research and Quantum Leap Marketing white paper, sponsored by Citrix Online, discusses the results of a recent survey of marketers using different types of events in the marketing mix, offers quantitative formulae for calculating your own event marketing ROI, and offers guidance to create an optimum event marketing strategy for your organization, to help you achieve the greatest return from your marketing resources.
How can a company ensure that the marketing department’s needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them.
Knowledge Central
Knowledge Central
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
In India’s recently liberalized life insurance market, fast-growing Max New York Life (MNYL), has adopted SAS technology to transform its efforts to strengthen customer retention and cross-selling to a tightly segmented customer base. With SAS as the heart of its marketing process, Max New York Life has access to the right data, the right models, and the right execution. As a result, high-margin revenue from cross-selling has tripled.
The nonprofit Korea Power Exchange (KPX) ensures the fair and transparent management of the country’s power market. With SAS Business Analytics, consolidated data allows staff members to create reports in a fraction of the time it once took. The result: The exchange can do its job to keep electricity prices low and transmission standards high. Download this free case study to learn more about how KPX reduced report creation from two weeks to two hours.
Far East Flora was an early pioneer of online commerce in Asia. Its continuing success hinges on its ability to understand its customers interests and to act on those. This case study looks at how Far East Flora engaged Experian QAS to update its customer database, resulting in a 60% decrease in failed deliveries that were a direct result of incorrect recipient address.
