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CDC Software Addresses Market Need for Proactive and High Volume Customer Complaint Management Tools
CDC Respond 5.6. delivers improved case management and high volume pro-active complaints handling tools for customer service agents
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
01494 434434
Read Full Post | Make a Comment ( None so far )Media alert: Look out for Radware on Channel 4 News tonight (7 to 8pm). What / who is behind the current surge in DDoS attacks
Look out for Radware on Channel 4 News tonight (7 to 8pm).
Ron Meyran, security expert at Radware, has been interviewed about DDoS security breaches and the increasing number of high profile attacks.
If you would like to speak with Ron, or would like to receive a link tothe Channel 4 coverage, please let me know and I will be happy to set this up.
Best wishes
Caroline
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BLADE Network Technologies Joins
Microsoft Virtualisation Partner Program
BLADE’s VMready enables Microsoft’s Hyper-V for dynamic migration of “live” virtual machines
26 May 2009 — BLADE Network Technologies, Inc. (BLADE), today announced that the company has joined the Microsoft Virtualization Solution Partner Program. BLADE’s VMready for its 1-10 Gigabit Ethernet switches enables Microsoft’s Hyper-V for dynamic “live” migration of virtual machines (VMs).
“We are delighted to participate in the Microsoft Virtualization Solution Partner Program to help enterprises that have been understandably wary of enabling their production application workloads for mobility and live migration in virtual machine environments,” said Dan Tuchler, Vice President of Strategy and Product Management, BLADE Network Technologies. “BLADE’s VMready Ethernet switches work with Windows Server 2008 and Hyper-V to enable a virtualisation-enriched network that is not jeopardized by security vulnerabilities as virtual machines migrate, does not introduce performance bottlenecks and is easy to manage without continual manual intervention.”
Microsoft is actively promoting BLADE’s VMready through its virtualisation-related marketing efforts. Microsoft’s extensive partner ecosystem of independent software, hardware and storage vendors complements and extends Microsoft’s virtualisation toolset with products for desktops, servers, applications, storage, and networks. Together with its partners, Microsoft delivers robust, complete solutions for the virtualised infrastructure. For more information, visit http://www.microsoft.com/virtualization/partners/.
Data centre architects can use BLADE’s VMready switches to overcome network-based obstacles. The inability for security policies to move in concert with the VM is inhibiting broader adoption of server virtualisation in the enterprise data centre. VMready watches the Virtual Machine environment to ensure that when a live VM moves from one physical host to another, the destination network has been prepared in advance — preserving essential security, access and performance policies.
This is the industry’s first and only Virtual Machine aware networking solution. VMready is part of BLADE SmartConnect™ switch-resident software that runs on BLADE’s Ethernet switches. BLADE’s VMready switches will work with Microsoft’s Hyper-V as well as other leading server virtualisation offerings and releases.
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About BLADE Network Technologies
BLADE Network Technologies is the leading supplier of Gigabit and 10G Ethernet network infrastructure solutions that reside in blade servers and “scale-out” server and storage racks. BLADE’s new “Virtual, Cooler and Easier” RackSwitch family demonstrates the promise of “Rackonomics”— a revolutionary approach for scaling out data center networks to drive down total cost of ownership. The company’s customers include more than 300 of Fortune 500 companies across 26 industry segments, and an installed base representing more than 250,000 network switches and nearly 6 million switch ports connecting more than 1,200,000 servers. For more information, visit http://www.bladenetwork.net. Follow us on Twitter at BLADENetwork or read our tweets at http://www.bladenetwork.net/twitter.html.
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BLADE Network Technologies, RackSwitch, VMready, SmartConnect, BLADEHarmony and the BLADE logo are trademarks of BLADE Network Technologies. All other names or marks are property of their respective owners.
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Closing the Virtualisation Gap
As more and more enterprises harness the benefits of virtualisation, it is essential that they look to protect their investment by monitoring performance of virtual traffic and applications.Additionally such tools can, as Charles Thompson of Network Instruments explains, also help to reduce OPEX costs and quicken ROI.
Network Instruments today announced that its Observer monitoring platform now provides complete visibility into and in-depth analysis of application performance and traffic within both virtualised and physical environments. The Observer platform is the first analysis solution to close this visibility gap and extend the power of real-time and retrospective network analysis to virtualised environments.
Observer Platform Seamlessly Tracks Network and Application Performance in Virtual and Physical Environments
Observer’s virtual monitoring functionality has been expanded to ensure real-time and retrospective monitoring of all physical and virtual network traffic, including that traversing between different virtual machine hosts and virtual machines on the same host.
All virtual traffic flowing within the host can be copied and sent to a GigaStor appliance for retrospective analysis, as well as sent to the Observer Reporting Server for enterprise performance reporting. With the performance management platform, engineers can pinpoint performance problems from the high-level reports and immediately perform root-cause analysis and resolve the problem.
According to Will Cappelli, research vice president at Gartner, “While server virtualisation is happening at a rapid rate, tools for managing application performance in these environments have not kept pace. In order to understand application behavior, one needs to combine data from the dynamically reconfiguring application layer, network layers and virtualisation layer. Traditional tools which assume that the environments remain static while an application executes are not answering the needs of the Global 2000.”
The Observer platform provides visibility to all points on the enterprise network, at the edge or core, and/or within physical and virtualised environments.
“Companies often migrate to virtualisation to cut costs, but find the move opens up visibility gaps and therefore incur additional costs because traditional monitoring tools can’t address the new environment,” said Charles Thompson, product manager, Network Instruments. “Having the in-built functionality to troubleshoot and perform root-cause analysis in virtualized environments ensures maximum performance, network efficiency and that OPEX costs are kept to a minimum, whilst ROI is achieved quickly.”
Availability
The Network Instruments Virtual TAP is a key component of the expanded virtualised Observer offering. The software TAP is installed into the VM host environment, where it can copy and send the data to the existing retrospective analysis device, analyser console, or a third-party purpose-built device. The TAP is available free of charge to existing customers with maintenance contracts.
Read Full Post | Make a Comment ( None so far )How SMBs Can Cut Costs Without Cutting Efficiency
SMBs are under increasing pressure to do more with less, in order maintain profitability. IT is certainly vital to the survival of today’s SMB as the business environment is ever more competitive. There are several ways in which these businesses can be more savvy with their technology spend.
1) Don’t implement technology for technology’s sake. There is nothing to be gained from spending on technology which is the new buzz, if it is unnecessary. Operating within your means in terms of technology spend is important for long-term survival. Don’t get stuck in the dark-ages but don’t spend on irrelevant technology which offers no efficiency or productivity gains. Look at what you already have and how you can optimise it.
2)Make the most of the internet. One way of doing this is to take the web-based services route e.g. Saas. Making the most of what is offered by these web sites can increase efficiency, both operational and in terms of capital cost. Now the internet offers a variety of free internetservices, like MyFax, an internet faxing or open office (the alternative to Microsoft) which offer a simplier easier and more secure method of buisiness operation.
3) Remote working. Setting workers up at home can seem incredibly time consuming and expensive, but over time this can be an effectual cost-saving initiative. For this to work employees must have access to the same technology at home as they do in the office. This is where companies can take advantage of internet resources to keep costs to a minimum, reference point 2. Over time costs will even out, expenses will be reduced and it opens up the opportunity to relocate to a smaller base.
4) Save time, save productivity. Improve workforce efficiency. Use IT spend to this end. An example of this, office employees waste vast amounts of time for example, running back and forth to a fax machine which is inconvenient. Again the internet offers a viable option. One such service currently offers a free trial (http://www.myfax.com/?region=en-uk).
A more productive workforce is good for you, good for employees, and ultimately good for the bottom line.
Read Full Post | Make a Comment ( None so far )Hello world!
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