Proven customer complaints and feedback management platform, used by leading banks, retailers and customer-facing service providers, available for the first time as a SaaS option

January 17, 2012 — CDC Software, today announced a number of significant enhancements to its customer complaints and feedback management platform, CDC Respond 5.6.  The most significant enhancement is the ability to pro-actively manage high volumes of customer contact cases.

The growing need for high volume management was highlighted by CDC Software’s financial sector customers who need to manage high volumes of PPI compensation claims in a relatively short time scale. They also need to integrate customer data from multiple systems and this has also been acknowledged and addressed in CDC Respond 5.6.

A number of time and cost saving features have also been added.  These include advanced case management and complaint handling features for customer service agents.  An enhanced user experience, intuitive processes and site navigation tools to optimise case efficiency and significantly reduce the time-to-resolution for each customer complaint.

In parallel to the efficiency gains, which help restore customer satisfaction levels quickly, the new features lower the average administrative cost per customer and reduce the time and cost of staff training, as well as the speed of product familiarisation.  This simplification means customer service agents are ready to start handling and managing customer complaints within hours.

“The cross-sector need for pro-active complaint management has never been greater.  PPI compensation management has led demand for high volume import capability in CDC Respond 5.6,” explained Mathew James, principle consultant at Customer Care Solutions, an independent customer complaints management consultancy with customers including the Home Retail Group.

In addition to the frontline customer complaints management, in the back office, through analysis of the data gathered in the two-way communications process, CDC Respond 5.6 provides insight into current customer satisfaction levels; details and alerts management to the root cause of customer issues, and highlights areas of the business that need to change or could benefit from process, product or service review.

Tools to support configuration and user password reset via the web have also been added.  There is also Chrome, Firefox and IE9 browser support.  Other improvements include an improved set of Web Site maintenance features including Site Upgrade, Repair, Re-direction and HTTPS support and CDC Respond 5.6 Office productivity tools are now compatible with Microsoft Office 2010, 2007 and 2003.

Multiple delivery options to ensure rapid business benefits and ROI

CDC Respond 5.6 is available via four delivery options; on-premise, remotely managed, hosted and, for the first time, CDC Respond is available as a SaaS / Cloud deployed solution.  The major benefits of the SaaS option is its simplicity, flexibility and the immediate operational and capital benefits it delivers.

As a browser-based SaaS application, CDC Respond 5.6 can be fully functional within hours and set-up by the customer services team without the need for IT department support.   It can be used as a short-term option, for example, where a business is faced with a one-off, but high volume customer case management project.

“In the current economy, companies are looking for technology solutions to help them reduce the time, resources and costs associated with handling feedback and complaints while increasing customer service standards,” explained Paul Elswood, President CDC Software EMEA.  “With its industry standard technologies, robust functionality and flexible delivery models options, CDC Respond 5.6 promotes low total cost of ownership and helps an organisation improve customer satisfaction and the overall customer experience, all of which will promote long-term customer loyalty and improved profitability.”

Summary of pro-active case management enhancements

For the first time, ‘like’ cases can be pro-actively processed in volume.  This is ideal for regulator directed cases e.g. PPI or product recalls.  Cases can be uploaded to CDC Respond 5.6 in bulk.  Updates to cases can be applied including updating the case and sub-entities or adding new documents and attachments. Outputs, including letters and data sheets, can be generated and sent either for external print or as emails.  To support volumes, batch classification updates can now be applied to cases.

CDC Respond is used by organisations that deal with high volumes of inbound complaints, most of which have to adhere to regulatory audits on how the complaints are processed and handled. The system enables users to log, manage, escalate and resolve cases, such as complaints, complex queries and feedback, quickly and consistently.

CDC Respond products can be used to import, log, manage, update escalate, resolve and output cases (feedback; complaints, complex queries, compliments and suggestions) quickly and consistently, reducing manual hand-offs, manual keying, and re-keying, whilst promoting ‘first contact resolution’ and capture of root cause and organisational learning information. The end result is efficiently managed customer feedback and continuous customer insight for organisational learning and improvement.

About CDC Respond

CDC Respond is a suite of complaint and feedback management applications designed specifically to improve the customer experience. The solution enables organisations to extend and improve customer service capabilities to front-line staff, while providing extensive management information to drive change and improve business practices. The solution is proven to deliver cost reductions and improved services as well as increased efficiency, customer satisfaction and profitability. For more information about CDC Respond, please visit: www.cdcrespond.com.

About CDC Software

CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a hybrid enterprise software provider of on-premise and cloud deployments.  Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software’s solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions.

CDC Software’s recent acquisitions are part of its “acquire, integrate, innovate and grow” strategy.  Fueling the success of this strategy is the company’s global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to 10,000 customers worldwide within the manufacturing, distribution, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries. For more information, please visit www.cdcsoftware.com.

Press contact details:

Caroline Howlett and Sophie Bailey

Strategic PR

cdc@strategicpr.net

01494 434434

Mark Rivington, CTO, Nimsoft

is to present: “Manage your Cloud with Confidence”

At 10.20am, Thursday 26 January

In the Cloud and Virtualisation, Infrastructure and Platforms Theatre at Cloud Expo Europe

 Why listen to Mark Rivington?

• Mark understands the IT landscape, why businesses are being driven to the cloud, and the impact “the cloud effect” is having on IT management systems.
• He is working with both service providers and enterprise customers to address the management challenges introduced by cloud computing today.
• Mark will detail proven management practices, supported by customer case studies, all of which verify that it is possible to manage a cloud with confidence.

Using real customer examples, Mark Rivington will reveal?

• How data centre performance management challenges, and the complexities of managing services and applications beyond cloud boundaries, are challenging even the most savvy IT managers and CIOs – when really, the solutions is simple!
• The specific monitoring requirement of each cloud type; IaaS, PaaS, SaaS and private.
• And, that time and time again the solution is control: IT Management-as-a-Service – unified service monitoring, availability and performance management.

 To arrange a briefing with Mark Rivington at Cloud Expo contact:

Caroline Howlett  / Sophie Bailey at Strategic PR at nimsoft@strategcpr.net / 01494 434434 / @strategicpr

About Mark Rivington, CTO Nimsoft:  Mark Rivington has deep knowledge of the systems and network management vendor space having served in numerous technical and marketing roles at key software organisations over the last twenty years.  Mark has significant understanding of how management software can be developed and deployed to maximise customer returns in terms of business benefit.  In his current role this understanding helps drive the direction of the Nimsoft technology towards maximum customer benefit.

 Follow Mark Rivington on Twitter @mrivingt @nimsoft

 Cloud Expo 2012 Olympia, London – 25 & 26 January 2012 #cee2012

Easy to install, per rack solution for real-time monitoring and management of data centre power consumption

London, 6 January 2012 – Data centre power and energy management specialist, Unite Technologies, has launched a new ‘out of the box’ professional rack management solution for legacy and new build data centres. The RackMS is easy to install and deployed on a per rack basis to enable highly cost-effective real-time monitoring, alerting and management of data centre power usage.

Leveraging Unite’s enterprise-class platform technology with best in class monitoring accuracy of better than 1% at outlet level, the ‘out of box’ RackMS solution requires fewer IP addresses, and brings greater resilience and higher reliability than many other IP based power distribution solutions currently available. This is achieved through Unite’s unique design philosophy where all of the intelligence/electronics necessary for supporting power strip functionality is removed and contained within the RackMS platform. This eliminates the need for an internal power supply to the strip itself.

“RackMS is the result of Unite Technologies’ continued commitment to providing fully integrated power, environmental and security monitoring solutions for data centres,” said Colin Dean, Sales Director of Unite Technologies. “The component parts which make up RackMS underpins our traditional design values and offers resellers, distributors and integrators a flexible approach to rack monitoring, whether for new build programmes, legacy non-invasive monitoring, or the upgrading of ‘non-intelligent’ cabinets.”

Modular by design, the RackMS supports up to four sensors and any two of the following power devices:

· Intelligent power strips, monitoring RMS Volts, RMS Amps, kVA, kW, kWHrs, Power Factor and Frequency with better than 1% accuracy at outlet level

· ‘Non-invasive’ CL-Amps to monitor Amps in legacy data centres where zero power downtime is paramount

· In-Line Intelligent IQAdaptors to bring intelligence to any 3rd party non-intelligent power strips, monitoring RMS Volts, RMS Amps, kVA, kW and kWHrs, Power Factor and Frequency

Only one single IP address is required compared to most competitor offerings which utilise multiple IP addresses per cabinet. Two temperature sensors are provided as standard with two other spare sensor ports and the optional ability to monitor either temperature, humidity, voltage free contact switches or analogue 0~10VDC input sensors can be retro-fit at any time.

To further enhance the RackMS solution, a simple client software application is included: Env-U3 provides both a live and historical view of current, temperature and humidity data readings, in addition to providing simple trending information of the parameters monitored. This allows basic management report generation and export into Excel or CSV formats. RackMS is also fully scalable and future proofed for enhanced and automated reporting.

RackMS Key Features

· Installed at zero ‘U’ height.

· Requires one single IP address

· SNMP agent optimised for single rack management.

· Allows up to two power strips, or two IQ-Adaptors, monitoring RMS Volts, RMS Amps, kW, kVA, kWHrs, PF and Hz

· Alternatively two ‘non-invasive’ CL-Amps, monitoring amps, can be monitored.

· Allows up to four auto sense analogue input channels per cabinet. Two standard temperature sensors and the other two ports can be any combination of temperature, humidity, voltage free contact switches or analogue 0~10VDC inputs.

· HTTP/HTTPS web interface for management and power strip control.

· All alarm thresholds can be user defined and configured through an easy to use web interface or managed via SNMPfor configuration and monitoring.

About Unite Technologies

Unite Technologies is a leading provider of data centre energy management, access control, security and environmental monitoring solutions to IT and Facilities Management. Headquartered in Usk, South Wales and offices in London and New York, Unite Technologies operates on a global basis working closely with major ‘blue chip’ organisations, predominately in the Financial, Petrochemical, Hosting and Telecoms, Broadcast, Retail, Security, Local Government and Blue Light sectors. The company has an established worldwide network of resellers, systems integrators and OEMs which are fully supported by Unite’s specialist sales and support teams throughout the world. www.unitetechnologies.com

Business Continuity and Defend Against Malicious Network Attacks

Leading security solution helps IT infrastructure provider increase customer satisfaction and profitability

MAHWAH, N.J.; December 19, 2011 – Radware(NASDAQ: RDWR), a leading provider of application delivery and application security solutions for virtual and cloud data centres, today announced its award-winning, real-time network Attack Mitigation System (AMS) has been deployed by Installazioni Impianti, one of the largest technology and infrastructure design firms in Italy.

Installazioni Impianti turned to Radware to improve its business continuity program, especially protection for its mission-critical systems for customers involved in high–risk, security-focused environments such as defence agencies, public authorities, airports, hospitals and financial services. The company specializes in providing remote building surveillance systems, access control, intrusion detection systems, remote monitoring, data transmission and geographical networks for public administration and private firms.

After comparing several alternative solutions, Installazioni Impianti chose Radware AMS because it offered a holistic network security approach delivered through a fully integrated attack mitigation system rather than adding more point security tools. Not only does this reduce capital expenses, it also saves on operational expenses by reducing the complexity of collecting data and managing the system.

More importantly, the holistic approach of Radware AMS provides an additional level of protection at the network perimeter to defend against increasingly complex multi-vector attacks. These are the new generation of cyber-attacks that strike network IT assets at multiple layers, employ large scale botnet attacks, or are launched by sophisticated attackers that imitate real users in order to misuse services and application resources.

“With Radware’s Attack Mitigation System, we are able to design, configure and implement a solution of logical security specially targeted to the needs of the most critical areas of public administration, particularly for public safety,” said Ing. Alessandro Cattani, general manager, Installazioni Impianti S.p.A. “This implementation allows us to effectively defend our systems from possible cyber-attacks, ensuring both operational and data protection.”

Radware’s AMS is a real-time network and application attack mitigation solution that protects the application infrastructure against network and application downtime, application vulnerability exploitation, malware spread, information theft, Web service attacks and Web defacement. It contains a protection layer with security modules including Denial-of-service (DoS) protection, Network Behavioural Analysis (NBA), Intrusion Prevention System (IPS), Reputation Engine and Web Application Firewall (WAF) to fully safeguard networks, servers and applications against known and emerging network security threats.

The solution also contains built-in Security Information Event Management (SIEM) that collects and analyses events from all modules to provide an enterprise-wide view of situational awareness along with unified monitoring and reporting. This protects against vulnerabilities at critical points across the infrastructure. Radware supplements these capabilities by adding the human factor — the professional security consultants of its Emergency Response Team (ERT) who are available around the clock.

As literal “first responders” to cyber-attacks, Radware’s ERT members gained their extensive experience by successfully defending against some of the industry’s most notable hacking episodes, providing the expertise and experience to mitigate the kind of attack a business’s security team may never have handled.

“By implementing Radware AMS into the Installazioni Impianti network, we were confident we could address their security concerns, all the while assuring high performance levels,” said Alberto Prandini, Regional Director Italy, Greece and Cyprus, Radware. “Radware AMS provides companies the assurance that they have a trusted partner to help them meet the evolving cyber-attack landscape, who can deliver a distinct competitive advantage and uninterrupted, safe networking experiences.”

For more information on Radware AMS, please visit: http://www.radware.com/Solutions/Enterprise/Security/default.aspx

About Installazioni Impianti S.p.A.

Founded in Rome in 1966, privately-owned Installazioni Impianti has over 40 years of experience in the design, production, installation, management and maintenance of special technology plants. With 2010 revenues of €30.000.000 and nine offices and branches in Italy, the Company has clients in selected industries: telecommunications, public administration, ICT, defence, infrastructures and transportations, airports, banks, insurances, and health. Since 2006 it has been developing activities in the area of alternative energy sources, specifically in photovoltaic systems. Installazioni Impianti holds certifications UNI EN ISO 9001:2000-VISION 2000. Further information is available at link: www.installazioniimpianti.it

About Radware

Radware (NASDAQ: RDWR), is a global leader of application delivery and application security solutions for virtual and cloud data centres. Its award-winning solutions portfolio delivers full resilience for business-critical applications, maximum IT efficiency, and complete business agility. Radware’s solutions empower more than 10,000 enterprise and carrier customers worldwide to adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down. For more information, please visit www.radware.com.

Radware encourages you to join our community and follow us on; LinkedIn, Radware Blog, Twitter, YouTube and the Radware Connect app for iPhone®.

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This press release may contain statements concerning Radware’s future prospects that are “forward-looking statements” under the Private Securities Litigation Reform Act of 1995. These statements are based on current expectations and projections that involve a number of risks and uncertainties. There can be no assurance that future results will be achieved, and actual results could differ materially from forecasts and estimates. These risks and uncertainties, as well as others, are discussed in greater detail in Radware’s Annual Report on Form 20-F and Radware’s other filings with the Securities and Exchange Commission. Forward-looking statements speak only as of the date on which they are made and Radware undertakes no commitment to revise or update any forward-looking statement in order to reflect events or circumstances after the date any such statement is made. Radware’s public filings are available from the Securities and Exchange Commission’s website at www.sec.gov or may be obtained on Radware’s website at www.radware.com.

Press contacts:

Caroline Howlett & Sophie Bailey

Strategic PR

Radware

01494 434434

Solution based at the network perimeter will help protect against the new wave of multi-level attacks

Radware a leading provider of application delivery and application security solutions for virtual and cloud data centers, today announced a $2 million sale of its Attack Mitigation System (AMS) security solution to a leading Tier 1 wireless carrier in North America.

Radware’s AMS solution will integrate the carrier’s existing point security capabilities – such as firewall and proxy protection, signature-based intrusion prevention, anti-spam gateways and scrubbing center denial of service mitigation – into an holistic attack mitigation system.

The carrier chose Radware AMS for its ability to deliver synergy to multiple protection modules as part of one system while providing unified reporting and compliance. As a result, the Radware AMS solution will help the carrier defend against the increasingly sophisticated multi-vector attacks that strike network IT assets at multiple layers, large scale botnet attacks, and attackers that imitate real users in order to misuse services and application resources.

Under the agreement, Radware will begin installing the system in January 2012.

“While the customer’s initial focus was firewall protection, managers felt relying on individual point security tools alone for network infrastructure security were not enough to protect against the new wave of sophisticated cyber-attacks,” said Ron Meyran, director, security product marketing, Radware.

“Network equipment and applications infrastructures are typically the main targets of these multi-layered attacks, and Radware’s AMS offers a unique solution to integrate their existing security tools into an holistic strategy, achieving a real-time, proactive, attack mitigation system,” continued Meyran.

Radware’s AMS is a real-time network and application attack mitigation solution that protects the application infrastructure against network and application downtime, application vulnerability exploitation, malware spread, information theft, Web service attacks and Web defacement. It contains a protection layer with security modules including denial-of-service (DoS) protection, network behavioral analysis (NBA), intrusion prevention system (IPS), reputation engine and Web application firewall (WAF) to fully safeguard networks, servers and applications against known and emerging network security threats.

Radware supplements these capabilities by adding the human factor — the professional security consultants of its Emergency Response Team (ERT) who are available around the clock. As literal ‘first responders’ to cyber-attacks, Radware’s ERT members gained their extensive experience by successfully dealing with some of the industry’s most notable hacking episodes, providing the knowledge and expertise to mitigate the kind of attack a business’s security team may never have handled.

Additionally, by combining these protections in a single, integrated solution, Radware AMS reduces capital expenses by avoiding the need to install multiple point security tools, and it saves on operational expenses by reducing the complexity of collecting data and managing the system.

For more information on Radware’s Attack Mitigation System, please go to http://www.radware.com/Products/ApplicationNetworkSecurity/default.aspx

About Radware

Radware (NASDAQ: RDWR), is a global leader of application delivery and application security solutions for virtual and cloud data centers. Its award-winning solutions portfolio delivers full resilience for business-critical applications, maximum IT efficiency, and complete business agility. Radware’s solutions empower more than 10,000 enterprise and carrier customers worldwide to adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down. For more information, please visit www.radware.com.

Radware encourages you to join our community and follow us on; LinkedIn, Radware Blog, Twitter, YouTube and the Radware Connect app for iPhone.

###

This press release may contain statements concerning Radware’s future prospects that are “forward-looking statements” under the Private Securities Litigation Reform Act of 1995. These statements are based on current expectations and projections that involve a number of risks and uncertainties. There can be no assurance that future results will be achieved, and actual results could differ materially from forecasts and estimates. These risks and uncertainties, as well as others, are discussed in greater detail in Radware’s Annual Report on Form 20-F and Radware’s other filings with the Securities and Exchange Commission. Forward-looking statements speak only as of the date on which they are made and Radware undertakes no commitment to revise or update any forward-looking statement in order to reflect events or circumstances after the date any such statement is made. Radware’s public filings are available from the Securities and Exchange Commission’s website at www.sec.gov or may be obtained on Radware’s website at www.radware.com.

Press contacts

Caroline Howlett and Sophie Bailey

Strategic PR

01494 434434

Radware@strategicpr.net

6 December 2011 – Over 200 customer service professionals were asked to detail the funniest, most unusual, or seemingly outrageous customer complaints they have received in recent years, as part of a research project into customer service levels in the UK.

The research was carried out by Henley Business School and customer complaint management specialist, CDC Software. The Top 20 results have been broken into to the following categories – retail, holidays, pets and utilities and are as follows:

Retail

1) A customer phoned to complain following the delivery of a curtain pole. On finding no one home, the driver decided it would be possible to still deliver the pole – through the letterbox. When the customer returned they found their dog pinned to the wall!

2) Following the purchase of a dishwasher, a customer returned to the store and announced: “The dishwasher is quite obviously faulty – when set to wash, water sprays, but the plates don’t spin!”

3) A student contacted a food producer to complain that he’d almost choked on a fish hook. A full investigation followed involving full traceability reports. It was established that the dish used net caught fish and no hooks had been used in the production process. The student apologised for trying to falsely obtain compensation!

4) A customer complained that the ham he’d purchased was unreasonably salty. The retailer said he would receive a full refund on the return of the remaining ham. The customer said this “would be impossible”. He’d managed to eat the remaining 480grams of offending ham!

5) A supermarket customer complained that his bill was wrong. The assistant explained that a number of in-store discounts had been applied, hence the lower than expected bill. The customer would not accept this and insisted on speaking to the manager. Despite further explanation, the customer could not be appeased until it was accepted that he was right and “allowed” to pay the higher total!

6) On receiving a call advising that her contact lens order was early and could be collected, the customer complained to the head office, suggestion that the ‘overzealous’ ordering system was akin to high pressure selling!

7) A customer threatened to escalate his complaint, adamant that his phone should have withstood a full wash cycle. The label sewn to his jacket pocket clearly stated that the pocket was “fully waterproof”!

8) A television was returned because the picture was not clear. On being told he was required to protective film from the screen, the customer insisted that at no point during the sales process had he been told he’d be required to do this and insisted on a full refund, plus compensation for his wasted time!

Holidays

9) An insurance company received a call following an incident in a hired campervan. It claimed that a crash and the resulting damage to the interior and exterior of the van was the result of a faulty auto-drive system.

In his claim, the customer stated: “I put the vehicle into auto-drive and walked to the rear of the vehicle, only to be thrown against the basinet, flinging fresh coffee flung against the wall and cabinets as the auto-drive failed and took us, at some speed, into the hedgerow.”

10) On return from a camping holiday on an approved “farm stay” site, a holiday maker requested a full refund stating their holiday had been ruined by the “intrusive noise of cows mooing!”

Pets

11) A pet owner contacted a high-profile department store to complain that the dog coat purchased was not “fit for purpose”. When dressed in the dog coat she revealed her rabbit had “gnawed through the straps.”

12) A pet shop refunded a customer after they complained the hamster recently purchased was “neither friendly nor cuddly.”

13) A customer contacted a leading watch brand to complain about the quality of its goods. Despite the company’s “promise of quality”, the strap had failed to stand-up to being chewed by a dog!

14) A blouse was returned to a high street retailer with a demand, not only for a refund, but compensation for the vets fees incurred due to the pattern causing the customer’s dog to bite itself!

15) A high street bank received a complaint from a customer claiming its TV advertisement encouraged animal cruelty – the ad featured a pet snake being released into the garden!

Utilities

16) A utilities company received a call from a customer complaining about the exceptionally high quality of customer service. It was suggested that less money was spent on staff training and the savings put to reducing customer bills!

17) A customer contacted their electricity provider complaining a power failure resulting from high winds caused them to miss a “vital episode” of Coronation Street!

18) An electricity provider received a call about an exceptionally high bill. It was agreed that for a two bedroom house, it was and an investigative visit was arranged. On arrival, the engineer found seven huge chest freezers in the garage. It turned out the customer was a taxidermist and the freezers were used to store customers’ deceased pets – hence the higher than average bill!

And finally

19) An internal helpdesk received a call from a user complaining that she could only view her monitor correctly if she lay her head on her desk. Once the monitor was rotated by the support team, the problem was solved!

20) A diner complained to the waiter that the Champagne recommended was not as “excellent” as suggested. Despite consuming all but a glass of the bottle, he insisted on a full-refund!

21) Having filled his car with petrol at an independent petrol station, a customer presented his fuel card to pay. On being told this card was not accepted he explained that he had no other means of payment and suggested that he call his bank to arrange a transfer. The cashier was not happy, accused the driver of trying to steal fuel and drew a shotgun on him! This complaint is still being investigated!

Note to editors:

The question was asked as part of a wider research project into customer service levels in the UK and the public’s perception of customer complaints management: “The Future of CRM”. The supporting roundtable discussion, research highlights, customer service opinion Vox Pop and a video summary of the funny complaints can be viewed at

The examples listed above are based on real events; however, names have been withheld and certain facts changed to protect the confidentiality of the parties.

More details about CDC Software and customer complaints management visit www.cdcrespond.com or contact Caroline Howlett or Sophie Bailey at Strategic PR on 01494 434434 or cdc@strategicpr.net.

Background: Cyber Crime has shifted from financial or informational hacks to vigilante ‘hactivism’. Today’s hackers might break into a secure system or launch a DDoS attack for traditional reasons; but more than ever, attacks against businesses for behaviour contrary to hackers’ ideals are becoming commonplace.

As we approach the Christmas shopping season where most businesses account for the majority of their revenue and engage in the highest percentage of monthly online sales, this can be an extremely vulnerable time for a cyber-attack. For any hacker who wants to put a dent in a company’s bottom line – now is the time to strike.

Who: Enterprises can stay protected with these golden rules from Ron Meyran, director, Security Product Marketing at Radware.

What: Golden rules for large retailers

1. Assess business risks. It is essential for businesses to understand what would provide the most risk to the company. A data breach? Web defacement? Service degradation? Service shut down? Prepare for the worst-case scenario.

2. Assess your enemies. Competitors may want a business down, and financially motivated criminals might seek its customers. Well-known companies, or those affiliated with the copyright industry, (e.g. movies, publishing,) are at risk from hacktivists groups, like Anonymous, at any time.

3. Deploy DDoS Protection solutions. DDoS is a growing threat that can no longer be ignored. Downtime due to DDoS attack may cost a business not only in lost revenue, but also in a damaged reputation. Some service providers offer Network DDoS protection, but companies need to fight application DDoS. Investing in security tools and expertise is a critical step to keeping a business healthy.

4. Know users. Deploy a Network Behavioural Analysis (NBA) tool to monitor exactly what types of information users are sending and receiving, and to whom. Set-up access restrictions to protect confidential information such as team sheets, player fitness details and equipment designs.

5. Deploy a network wide security management tool. Use this to correlate event logs from all security tools. Attackers have become sophisticated; they use multiple attack vectors to probe, breach and abuse your systems. You must maintain your ability to be on top of every suspicious activity.

6. Rethink perimeter security. Mitigating today’s network and application attacks can no longer rely on traditional network security protection tools. Vendors offer IPS solutions or DoS mitigation solutions – all are point solutions that rely on a deterministic or statistical approach. Fighting emerging network threats requires adopting a holistic approach that combines traditional security tools with network behavioural analysis tools.

Golden rules for small and medium retailers

1. Maintain up-to-date systems. This includes all available software patches and updates. Small businesses need to install the latest general acceptance software versions on their equipment.

2. Deploy a network-wide security management tool. As previously stated, correlate event logs from all security tools in a centralized location. Attackers use multiple attack vectors to probe, breach and abuse systems, so maintain the ability to be ahead of suspicious activity.

3. Separate internal and external application servers. e-commerce applications are should be most secured. Don’t place the mail servers on the same segment, as it opens another port through which a hacker can gain automatic access to internal data.

4. Educate customers. Businesses can engage savvy customers by ensuring that all promotional content comes from the email address they know. Also, drive home the point in all mailings that the business would never ask for personal information.

5. Compliance does not always assure security. Being compliant may cover retailers in case of a security breach, but the main objective is to avoid the next breach. By using compliance tools to mould best practices, companies can remain secured.

Golden rules for shoppers

1. Be real. If an offer seems too good to be true, then it is.

2. Be suspicious. Got a promotional email? Don’t click the embedded links. Go to the online retailer web site and look for the promoted goods there. Can’t find it? It’s probably a scam.

3. Be coy. Never provide account credentials unless it is through actively accessing an account. Phishing emails are more authentic looking than ever – even if an email is identical to a company’s logo and image, companies will almost never ask for personal information.

4. Be legit. Get a genuine copy of the manufacturer’s application or operating system software and install a paid antivirus software. Running an operating system’s copy doesn’t provide the security updates and software patches which are critical to keep systems up-to-date against emerging threats. Additionally, most free anti-virus software is outdated at best, if not the virus itself!

About Radware

Radware (NASDAQ: RDWR), is a global leader of application delivery and application security solutions for virtual and cloud data centres. Its award-winning solutions portfolio delivers full resilience for business-critical applications, maximum IT efficiency, and complete business agility. Radware’s solutions empower more than 10,000 enterprise and carrier customers worldwide to adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down. For more information, please visit www.radware.com.

For more information or to speak with Ron Meyran contact:

Caroline Howlett or Sophie Bailey

Strategic PR

01494 434434 or Radware@strategicpr.net

As retailers enter the busiest shopping fortnight of the year, research by Henley Business School and CDC Software reveals that UK retailers are failing to meet customer service expectations.

Over 200 people were interviewed including customers and customer service professionals from all sectors including retail, travel & leisure, banking, finance and automotive.

The summary research findings are as follows;

· 75% of consumers believe customer service standards in the UK are at an all-time low

· 62% feel no loyalty to retailers or service providers as a result of feeling under-valued as a customer

· Over half have been driven to complain about a product or service in the last 12 months, most of these making a complaint for the first time

· 67% believe retailers, leisure providers and service providers are arrogant, make no effort to understand their customers and as a result fail to supply against customer demand

· As a direct result, 55% say this failure to tailor stock and services loses sales

· 80% of customers revealed that they would like immediate reassurance and evidence that a complaint will be taken seriously and a satisfactory conclusion achieved

· Over 50% of UK consumers think businesses should be fined for consistent poor service

However, it’s not all bad:

· 69% of travellers and shoppers say self-service check-ins and check-outs improve the customer experience

· 50% of consumers are happy with the customer service information provided on websites

· Of the 80% of customers wanting to speak with a ‘human’, 60% are happy with the customer service received from a call centre and do not ask for face-to-face interaction

Research conclusion

The project: “The Future of CRM – a Market Study by .

The overall project was managed by customer complaint and feedback management solution provider, CDC Software and overseen and analysed by Professor Moira Clark, director of CRM at Henley Business School.

In conclusion, the research found that Britain’s consumers are increasingly dissatisfied with standards of customer service across the retail, leisure and service sectors. The on-going economic constraints facing consumers were found to be contributory in the rise of customer service complaints, but not the cause.

People are simply demanding better all-round quality. Where at one time a faulty item might have been thrown away, or an alternative meal ordered if the quality was not good, customers will no longer effectively pay twice and are now demanding, not just their money back, but compensation too!

With the number of complaints rising consistently, and awareness of this being spread in the media and via social media channels, over 50% of consumers believe businesses that consistently provide poor service should be penalised. The key reasons cited were: “there’s no excuse for poor service”; “customers should get what they are paying for”; “by listening to customers businesses should know what’s acceptable and what isn’t” and, “if more than one customer makes the same complaint the root cause should be established and changes made”.

However, the introduction of self-service supermarket checkouts and airport and train station check-ins has improved the customer experience for nearly 70% of people. The research found that 92% of customers like to interface with humans on their own terms and 79% found it intrusive to be approached, making self-service the ideal customer solution!

When it comes to making a complaint, 80% of customers want to deal with a person and not a machine, whether in person or via a call centre. 60% of people are more than happy with the response they receive from a call centre, although the remaining 40% said they “feel anonymous” when calling a call centre and fear being passed from department to department. They also dread being asked to repeat their details and complaint over and over again.

The research also found that customer loyalty has become a thing of the past for all but 17% of consumers. Competition from online sources, independent customer reviews and more public complaints channels mean people use and trust independent reviews and user comments on social media channels when making a purchasing decision more than they do advertising.

It was also established that customer complaints now play a greater role in the purchasing process; poor customer service can be broadcast globally with a single Facebook status update and therefore the research revealed that it is vital for retailers, travel companies and service providers to have a strong social media element in their overall customer service strategies.

About the research project

The objective of the project, entitled “The Future of CRM – a Market Study by CDC Software in association with Henley Business School”, looked at common customer service practices in the UK and the public’s reaction to these.

The findings of the research were presented to a panel of industry customer service practitioners, each involved in face-to-face customer service practice or policy setting.

The panel comprised of Professor Moira Clark, director of The Henley Centre for Customer Management, Henley Business School and Jo Causon, chief executive of the Institute of Customer Service representing the CRM industry.

Representing the retail sector were Mathew James, at the time, customer care manager at Argos FS and now director of Customer Care Solutions, working on a long-term project with Shop Direct Finance Company, amongst others and Michael Wallis, former customer services manager at the Page & Moy Travel Group and now Customer Services Manager, University of Cambridge. From the wider industry were CRM experts Martin Baker, managing director of MicroFocus and Jonathan Pyefinch of CDC Software.

Further information and expert interviews

To speak to any of the experts involved in the research and roundtable, or for more information on CDC Software please contact:

Strategic PR

Caroline Howlett or Sophie Bailey

01494 434434

cdc@strategicpr.net

Caroline Howlett

Account Director

Strategic Public Relations Limited

T +44 (0)1494 434434

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24 November 2011 – With EDF Energy under the review of Ofgem, and npower and British Gas fined over £2 million each for failing to manage customer complaints effectively, Paul Elswood, chairman of customer complaints management specialist, CDC Software and Mathew James, a respected independent customer service consultant, have called on the energy sector to end customer service misery.

Speaking openly to those responsible for managing customer complaints Mathew James, director of Mathew James Customer Care Solutions explained: “There will always be complaints. What matters is how a complaint is managed; how the customer is handled and the processes that lead to a speedy and comprehensive resolution.”

“A well-managed complaint is potentially worth millions of pounds in future revenues,” continued Paul Elswood, president, CDC Software EMEA. “The information provided during the complaints process should be recorded and analysed for several reasons. Firstly, the root cause of a widespread customer issue can quickly be established and resolved. Secondly, best practice can be established to cut the time and cost of managing future complaints.

“However, by failing to manage customer complaints, customer-facing businesses are not only likely to lose customers, but also valuable customer intelligence which can generate future revenues,” continued Paul Elswood. “The feedback provided by a customer provides a here and now insight into the business and a level of real time intelligence that cannot be achieved through other means. The scope for competitive advantage is huge.”

By recording and analysing customer feedback, a business is given an up-to-the-minute view of the businesses. The information can be used to put right weaknesses in the business, to improve customer communications, reduce the volume of future complaints, but also to develop new revenue generating products and services.

Software tools, such as CDC Respond from CDC Software, are widely used by customer facing organisations including Electricity North West, which owns, operates and maintains the North West’s electricity distribution network. It was one of the first 14 regulated electricity networks in the UK.

According to Stephanie Rourke, connections enquiries manager at Electricity North West, “The step-by-step process driven by CDC Respond allows us to manage our process to deliver the regulatory requirements of the CEAR Act when dealing with customer information requests or complaints.”

“Each step is guided by the fields set-up in the software. All communications are recorded and can be analysed at any point during the processes. We can also export data directly into the Ofgem reporting templates, demonstrating that processes are being followed. This is invaluable in the case where a complaint is escalated to the regulator,” explained Stephanie Rourke.

One of the requirements of the CEAR Act, under which energy companies must operate, is to ensure that the customer has been informed of the complaints process and the remedial steps that have and will be taken to show compliance with the regulation this is easily traced within the system and jeopardy reports ensure compliance.

“From an intelligence and administrative perspective, CDC Respond has also proven to improve efficiency and to highlight choke points within our processes that create dissatisfaction with our customers. The uniform data collation means information can be shared easily between departments, therefore reducing handoffs and interfaces for the customer,” continued Stephanie Rouke of Electricity North West.

Tools, such as CDC Respond, provide customer facing businesses with the ability to manage and respond to customers as individuals, or as groups of similarly affected customers. Controls can be put in place to ensure that every step of the complaints management process, from initial information gathering, through to the point of resolution is recorded.

“Reports generated from customer feedback can be used to improve the business, but also to demonstrate to regulators that all efforts are being made to rectify customer issues and to put in place effective customer complaints management processes,” concluded Paul Elswood, president, CDC Software.

For more information contact

Caroline Howlett / Sophie Bailey

Strategic PR

01494 434434 / cdc

“End Customer Service Misery and Start Learning from Complaints”

There is no excuse – technology can manage the end-to-end process and recover service reputation whilst providing vital, potentially revenue generating businesses data

24 November 2011 – With EDF Energy under the review of Ofgem, and npower and British Gas fined over £2 million each for failing to manage customer complaints effectively, Paul Elswood, chairman of customer complaints management specialist, CDC Software and Mathew James, a respected independent customer service consultant, have called on the energy sector to end customer service misery.

Speaking openly to those responsible for managing customer complaints Mathew James, director of Mathew James Customer Care Solutions explained: “There will always be complaints. What matters is how a complaint is managed; how the customer is handled and the processes that lead to a speedy and comprehensive resolution.”

“A well-managed complaint is potentially worth millions of pounds in future revenues,” continued Paul Elswood, president, CDC Software EMEA. “The information provided during the complaints process should be recorded and analysed for several reasons. Firstly, the root cause of a widespread customer issue can quickly be established and resolved. Secondly, best practice can be established to cut the time and cost of managing future complaints.

“However, by failing to manage customer complaints, customer-facing businesses are not only likely to lose customers, but also valuable customer intelligence which can generate future revenues,” continued Paul Elswood. “The feedback provided by a customer provides a here and now insight into the business and a level of real time intelligence that cannot be achieved through other means. The scope for competitive advantage is huge.”

By recording and analysing customer feedback, a business is given an up-to-the-minute view of the businesses. The information can be used to put right weaknesses in the business, to improve customer communications, reduce the volume of future complaints, but also to develop new revenue generating products and services.

Software tools, such as CDC Respond from CDC Software, are widely used by customer facing organisations including Electricity North West, which owns, operates and maintains the North West’s electricity distribution network. It was one of the first 14 regulated electricity networks in the UK.

According to Stephanie Rourke, connections enquiries manager at Electricity North West, “The step-by-step process driven by CDC Respond allows us to manage our process to deliver the regulatory requirements of the CEAR Act when dealing with customer information requests or complaints.”

“Each step is guided by the fields set-up in the software. All communications are recorded and can be analysed at any point during the processes. We can also export data directly into the Ofgem reporting templates, demonstrating that processes are being followed. This is invaluable in the case where a complaint is escalated to the regulator,” explained Stephanie Rourke.

One of the requirements of the CEAR Act, under which energy companies must operate, is to ensure that the customer has been informed of the complaints process and the remedial steps that have and will be taken to show compliance with the regulation this is easily traced within the system and jeopardy reports ensure compliance.

“From an intelligence and administrative perspective, CDC Respond has also proven to improve efficiency and to highlight choke points within our processes that create dissatisfaction with our customers. The uniform data collation means information can be shared easily between departments, therefore reducing handoffs and interfaces for the customer,” continued Stephanie Rouke of Electricity North West.

Tools, such as CDC Respond, provide customer facing businesses with the ability to manage and respond to customers as individuals, or as groups of similarly affected customers. Controls can be put in place to ensure that every step of the complaints management process, from initial information gathering, through to the point of resolution is recorded.

“Reports generated from customer feedback can be used to improve the business, but also to demonstrate to regulators that all efforts are being made to rectify customer issues and to put in place effective customer complaints management processes,” concluded Paul Elswood, president, CDC Software.

For more information contact

Caroline Howlett / Sophie Bailey

Strategic PR

01494 434434 / cdc

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