Friday, 14 May 2010

Integrating Social CRM

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I agree with Harish Kotadia that Social CRM represents a huge opportunity for services companies . He has create a follow-up post on how ...
3 comments:
Friday, 7 May 2010

Poorly equipped agents: wasting my time

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Just took a call from my phone provider that reinforced how giving agents the tools to do their job can make a massive difference. The conv...
Tuesday, 27 April 2010

Mondial Assurance – extending CTI for agents

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Today we’ve announced that Corizon has been chosen by Mondial UK to simplify its agent desktops. To quote from the press release The new so...
Thursday, 22 April 2010

Mashups, lightweight workflow and enterprise 2.0

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Reading Andrew McAfee’s interesting post on lightweight workflow made me think again about how some of the trends in enterprise application...
4 comments:
Friday, 9 April 2010

Usability and integration

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Thomas Otter from Gartner recently made some great points about what really matters in delivering business applications – not just building...
Wednesday, 17 March 2010

Thoughts from Gartner CRM Summit

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We’ve enjoyed an interesting first day at the Gartner CRM Summit in London. Gartner’s overall assessment is that social CRM - community in ...
Tuesday, 9 March 2010

Improving the user experience

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Integration technology has been on a journey that has radically improved agility and reduced TCO. It has moved from a manual craft to somet...
1 comment:
Friday, 12 February 2010

iPad: a return to web 1.0?

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Interesting comments from Jay Rosen on the iPad and what it says about where Apple think the Internet is going: "In a way it is takin...
6 comments:
Friday, 5 February 2010

The Agent Desktop – the elephant in the contact centre?

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A recent paper from Gartner ( Top Business Processes for Customer Service, 2010 to 2012 - subscription required ) about customer service pr...
1 comment:
Friday, 29 January 2010

Ambitions to Perform

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I attended an excellent event delivered by Sabio , one of our strategic partners, last week. Focused around the Sabio Best in Class benchmar...
1 comment:
Friday, 22 January 2010

“Obvious Mashups?”

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I have been reading Jack Trout's " In Search of the Obvious , the antidote for today's marketing mess". Trout's view i...
Wednesday, 20 January 2010

The Impact of Data Ubiquity

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Part 2 This blog post is co-written with Lee Provoost from the social business consulting firm Headshift and started over a bowl of porridg...
3 comments:
Thursday, 14 January 2010

Data Ubiquity Threatening Usefulness of Enterprise 2.0

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This blog post is co-written with Lee Provoost from the social business consulting firm Headshift and started over a bowl of porridge Part 1...
Monday, 21 December 2009

Corizon introduction video

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We've created a new video that provides an introduction to Corizon enterprise mashups and their use. Please check it out and let us know...
1 comment:
Friday, 11 December 2009

Recognition

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It’s always good to be recognized, and Corizon’s inclusion in the top 10 Contact Center Technologies from Call Center Helper magazine is gr...
Tuesday, 8 December 2009

IT becoming more important to improve business efficiencies according to McKinsey survey

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In a recent global survey of CIO, CTOs as well as non IT executives, McKinsey found that, during the recession, IT has become more importan...
7 comments:
Friday, 4 December 2009

Allowing for the human element

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When people must work with business applications and processes, it seems there is continual need to strike a balance between completely rigi...
Friday, 27 November 2009

The futility of call centre coaching (or why not every attempt to cure the same symptoms is equal)

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The first part of the title isn’t original, but it’s certainly attention grabbing! It comes from an article by Denis Adsit. Apart from it...
2 comments:
Tuesday, 24 November 2009

Integrating applications for people

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Dale Vile, from Freeform Dynamics, has written an interesting article discussing whether packaged applications are becoming less relevant: W...
Thursday, 19 November 2009

Billions of dollars lost to poor customer service

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Interesting research from Genesys has just been published and is given a good write up in MyCustomer.com by Stuart Lauchlan. First, I must ...
Thursday, 12 November 2009

Comment on "Enterprise Mashups in Transition"

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Anthony Bradley from Gartner provided some interesting views on how he sees the enterprise mashup market developing this week in his blog po...
Tuesday, 3 November 2009

Why are contact centre desktops so broken - part 2

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This posting is the second part of my colleague Toby Baker's observations based on his work with contact centres and their desktop integ...
Tuesday, 20 October 2009

Why are contact centre desktops so broken?

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My colleague, Toby Baker has created this guest posting based on his observations from working with Corizon's customers and partners app...
Friday, 16 October 2009

Quick thoughts from Oracle OpenWorld

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Just come back from Oracle Open World 2009, where the atmosphere was very different from last year: the key focus was on making things works...
Sunday, 11 October 2009

Thoughts on Forrester Business Technology conference: lean times and enterprise mashups

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Last week David and I attended the Forrester Business Technology Forum in Chicago. The main theme of the conference was adopting “lean” app...
2 comments:
Thursday, 8 October 2009

The contact centre dilemna

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Recent studies have highlighted the current dilemma most companies have with contact centres: they are both critical in maximising custome...
Thursday, 17 September 2009

Mashup solution patterns

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Enterprise mashups transform the way organisations combine IT applications to make people and processes more effective. However, in common w...
Friday, 7 August 2009

How do contact centres adapt to the Big Shift?

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I have just experienced two very different contact centre interactions. In the first, the contact centre agent was able to address my questi...
Wednesday, 29 July 2009

Making BrITain Great

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Micro Focus have just launched an interesting and needed campaign to promote the technology sector in the UK, which I fully support ( here )...
1 comment:
Thursday, 23 July 2009

Enterprise mashups – kick-starting adoption

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Recent blogs from the worlds of enterprise mashups and CRM have reinforced my impression that a lot of people are struggling with the dilemm...
1 comment:
Wednesday, 1 July 2009

Gartner SOA summit – pragmatism and innovation

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I spent a great couple of days last week at the Gartner SOA and Application Development and Integration Summit in London, emerging encourage...
3 comments: