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Editorial
Re-Energizing The Corporation Through CRM
It's enough already. How much more can we expect employees to take. They've been restructured, reorganized and reengineered. They've been downsized, delayered, and diversified. They have been asked to do more with less. Then, they are told they have to put on a happy face for customers, vendors and partners.
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Highlights
Companies Find Faster Call Resolution Key to Cost Center Profitability
As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to the U.S. This doesn’t need to be cost-prohibitive however. Nearly 80 percent of the time and cost of providing customer service is spent on service resolution.
by Marchai Bruchey, SVP of Marketing and Alliances
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What's New?

New research from TowerGroup finds more banks recognizing that a one-size-fits-all approach to customer service is not customer-centric, but rather a remnant of traditional mass marketing approaches.
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Portal Software Announces TelcoOne(TM) Version 2
Productized Integration with Siebel's Industry Leading CRM and Portal's Revenue Management System
Wednesday, 19 October 2005
 

Portal Software, Inc., the premier global provider of billing and Revenue Management solutions for telecommunications and media markets, announced TelcoOne version 2, the latest version of the Universal Application Network (UAN)-based, productized integration between industry leading customer facing solutions from Siebel Systems, Inc. and Portal's leading Revenue Management system. Version 2 extends the capabilities of TelcoOne to include support for Siebel Communications 7.7 and Portal 7.

TelcoOne version 2 enables telecommunication and media service providers to manage, synchronize, and coordinate sales, marketing, and customer service across all communication channels and points of customer contact. It provides enhanced support for business processes such as account management, product and pricing management, order management, and billing management as well as improved performance. By supporting service providers' most common cross-application business processes, TelcoOne enables carriers to go to market with an integrated solution more quickly, at a lower cost, and with less complexity.

"We're excited to continue our partnership with Siebel and strengthen the solution and joint value we bring to our customers," said Bhaskar Gorti, senior vice president of global sales, marketing, and alliances for Portal Software. "This joint investment provides a clear message to our customers of our continued commitment to ensuring the success of our customer's needs and provides a powerful, comprehensive integrated solution."

TelcoOne leverages UAN specifically for the communications service and media industries, enabling carriers to effectively integrate Portal 7 with Siebel Communications 7.7 to optimize their cross-application business processes. This results in greater organizational agility and a lower total cost of technology ownership. UAN is a standards-based architecture for business integration developed by Siebel Systems in collaboration with the world's leading technology companies. By decoupling the application specific logic from the application-agnostic business process, TelcoOne enables flexibility around system consolidation as well as upgrades and replacements.

"The end-user touch points that Siebel provides are richly enhanced with capabilities through integration with the Portal 7 Revenue Management systems," said Butch Winters, vice president and general manager of global alliances for Siebel. "With TelcoOne version 2, our customers reap the benefits of the added functionality without time consuming and costly integration projects."

TelcoOne version 2 will be available at the end of October 2005.

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