216 Index
Third-generation (3G) technology
survey of licensees, 8-9
VolP and, 107-8
See also
Mobile communication
Tibco, 58
Timeline, CRM, 40-42
Top Tier, 60
Traffic management, 50-51
Transaction-based model, 28
Transaction engine, 32
Trouble ticketing, 183-84
Truxal, Dave, 62
Turing, Alan, 73, 75
U
UDDI, 184
UMTS, 9
Uncle Dave effect, 49-50
Universal
agents, 51
backbone, 47-48
connection management (UCM), 32
inbound queuing, 51
Mobile Telecommunications System
(UMTS), 9
queue, 50-51
reports, 51
skills-based routing, 51
Utility, 3
Utopia, CRM, 120
V
Vanson Bourne
CRM study, 9-12
telecom survey, 7-8
Vendors
Active, 135
Amacis, 14, 131
analytical CRM, 128-29
Avaya, 131
CustomerSat.com, 128
defined, 1-2
EGain, 131
e.Piphany, 121,123-28, 130
Firepond, 131
Genesys, 131
IBM, 134-35
Kana, 81,123-28, 131
MarketTools, 128
new marketing and, 97-98
Nortel Networks, 131
Oracle, 81,121,123-26, 132
Pegasystems, 122, 134-35
PeopleSoft, 123-26, 132
portals and, 116-17
SAP, 123-27
Siebel Systems, 18, 81, 121,123-27
software, and micro-marketing, 95
telephony, 131
Vitria, 135
Vendor solutions, 119-36
analytical CRM, 128-29
campaign management systems as, 130
CRM utopia and, 120
customer service, 130-32
departmental, 121-22
enterprise, 122-23, 123-28
marketing resource management systems
as, 130
middleware, 135-36
ROI and, 121
sales force, 132
suite-based, 121-22, 123-28
workflow/back-end, 132-35
Vertex, 139-40
Video applications, 28
Vitria middleware applications, 135
Voice technologies.
See
Speech technologies
VolP.
See
Internet telephony
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