SAP, Sybase deliver mobile CRM

SAP and Sybase have teamed up to deliver Sybase Mobile Sales for SAP CRM and Sybase Mobile Workflow for SAP Business Suite, writes TechTarget.

The release allows salespeople to access SAP CRM via iPhone and Windows Mobile devices and any mobile worker to access select SAP business processes through familiar e-mail inboxes.

The move marks a departure from SAP's earlier strategy of providing mobile CRM capabilities by partnering directly with smartphone device makers.

Telephonetics VIP has revealed enhancements to its contact centre solution, by bringing an end to repeat questioning of the caller, reports Call Centre Helper.

It's a simple fact that callers dislike repeating themselves, it leaves them frustrated, opines the company. Being taken through an automated system, asked for various pieces of information and then forwarded to an agent, only to be asked for the same information again is a number one pet hate for virtually everyone.

The solution uses call triage to determine the needs of the caller and gather information and rapidly transfers them. When the caller is connected to an agent the information is also relayed so that the customer does not have to repeat anything and enjoys better service as a result.

Telemarketing company Smart has chosen technology from LiveOps to help it extend its traditional bricks and mortar call centres into a new generation of virtual contact centres, states TMCnet.

The 'LiveOps on-demand contact centre platform' will help Smart work with and manage home-based contact centre agents working flexible hours from potentially anywhere in the country to service its business which includes telemarketing, telesales, appointment setting and customer service and call handling.

Deploying LiveOps on-demand contact centre platform supports the company's strategy of being able to offer customers more flexible resourcing solutions against their brief.