Onyx Launches Industry Expert Series with Discussion on the Call Center Paradox; Online Event Offers Best Practices for Custome
25 April 2006 - 10:15PM
Business Wire
Onyx(R) Software Corporation (NASDAQ: ONXS), a worldwide leader in
customer management solutions for the enterprise, today announced a
series of online events with leading customer relationship
management (CRM) industry analysts. The series features industry
experts from around the world discussing research results on CRM
industry trends and providing insight into industry best practices,
as well as access to complimentary resources such as analyst
reports and white papers. The first event will feature Richard
Snow, Senior Analyst with Ventana Research's Contact Center
Performance Management research practice. The free event is open to
the public and will be conducted via a Web-based conference on
Thursday, April 27th at 1:00 p.m. Eastern. (To register, use the
following link:
http://www.onyx.com/NewsAndEvents/AnalystNetcastSeries)
Pre-registered attendees receive a copy of the white paper
"Customer Process Management: Developing best practices and metrics
for a customer-centric operation" published by Ventana. During the
conference, Mr. Snow will examine various aspects of call center
processes and metrics, including: -- Improving efficiencies through
customer process management -- Benefits of focusing on business
performance metrics rather than call or transaction metrics --
Creating a customer-centric operation "Based on our recently
released Customer Contact Center study, the most important drivers
for these centers are cost and customer satisfaction -- factors
that are not necessarily compatible, and may even be in conflict at
times," Richard Snow observes. "The impact of this paradox ripples
throughout the enterprise. Companies must consider the implications
and how they will balance the conflict." To register for this and
future Onyx Industry Expert netcasts:
http://www.onyx.com/NewsAndEvents/AnalystNetcastSeries/ About Onyx
Software Onyx Software Corporation (NASDAQ: ONXS) is a worldwide
leader in customer management and process software for mid and
large size enterprises. Onyx provides flexible solutions that
enable organizations to automate, manage, and evolve their customer
processes quickly and cost-effectively for strategic advantage. By
providing an integrated suite of customer process automation
applications encompassing customer management, process management,
and analytics capabilities, Onyx enables enterprises to reduce
costs, increase productivity and grow revenue. Major companies are
aligning their customer-facing departments and managing their
customer processes with Onyx software -- companies such as Amway
Corporation, Mellon Financial Corporation, The Regence Group and
State Street Corporation. More information can be found at (888)
ASK-ONYX, info@onyx.com or http://www.onyx.com/. Onyx is a
registered trademark of Onyx Software Corporation in the United
States and other countries. Other product or service names
mentioned herein are the trademarks of their respective owners.
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