I agree with Harish Kotadia that Social CRM represents a huge opportunity for services companies. He has create a follow-up post on how IT services companies can prepare for the opportunity cover...
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 conversation went something like thisAgent Hello, I’m just...
http://blog.corizon.com/2010/05/poorly-equipped-agents-wasting-my-time.html
Today we’ve announced that Corizon has been chosen by Mondial UK to simplify its agent desktops. To quote from the press releaseThe new solution will combine Mondial’s established desktop app...
http://blog.corizon.com/2010/04/mondial-assurance-extending-cti-for.html
Reading Andrew McAfee’s interesting post on lightweight workflow made me think again about how some of the trends in enterprise applications and enterprise 2.0 might fit together. In particular...
http://blog.corizon.com/2010/04/mashups-lightweight-workflow-and.html
Thomas Otter from Gartner recently made some great points about what really matters in delivering business applications – not just building good looking UI, but also focussing on the details of...
http://blog.corizon.com/2010/04/usability-and-integration.html
We’ve enjoyed an interesting first day at the Gartner CRM Summit in London.Gartner’s overall assessment is that social CRM - community in customer service, social sales techniques and social ...
http://blog.corizon.com/2010/03/thoughts-from-gartner-crm-summit.html
Integration technology has been on a journey that has radically improved agility and reduced TCO. It has moved from a manual craft to something more modular, reusable and business focused: • Hi...
http://blog.corizon.com/2010/03/improving-user-experience.html
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 taking us back in web time to the read only web. We had advanced fr...
A recent paper from Gartner (Top Business Processes for Customer Service, 2010 to 2012 - subscription required) about customer service process priorities adds to my impression that the agent desk...
http://blog.corizon.com/2010/02/agent-desktop-elephant-in-contact.html
I attended an excellent event delivered by Sabio, one of our strategic partners, last week. Focused around the Sabio Best in Class benchmarking framework called Insight, the agenda covered indivi...
I have been reading Jack Trout's "In Search of the Obvious, the antidote for today's marketing mess". Trout's view is that to succeed in differentiating your offering, you need to look for 'obvio...
Part 2 This blog post is co-written with Lee Provoost from the social business consulting firm Headshift and started over a bowl of porridgeThe end-user of your product doesn't care what kind of ...
http://blog.corizon.com/2010/01/impact-of-data-ubiquity_20.html
This blog post is co-written with Lee Provoost from the social business consulting firm Headshift and started over a bowl of porridgePart 1...."Content and data are everywhere. People are creatin...
http://blog.corizon.com/2010/01/data-ubiquity-threatening-usefulness-of.html
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 what you think.
http://blog.corizon.com/2009/12/corizon-introduction-video.html
It’s always good to be recognized, and Corizon’s inclusion in the top 10 Contact Center Technologies from Call Center Helper magazine is great feedback directly from the market. It is especia...
In a recent global survey of CIO, CTOs as well as non IT executives, McKinsey found that, during the recession, IT has become more important to improving business efficiencies. 39% of those surve...
http://blog.corizon.com/2009/12/it-becoming-more-important-to-improve.html
When people must work with business applications and processes, it seems there is continual need to strike a balance between completely rigid process definition (when people become pure input / o...
http://blog.corizon.com/2009/12/allowing-for-human-element.html
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 its title, I found it interesting because it has implica...
http://blog.corizon.com/2009/11/futility-of-call-centre-coaching-or-why.html
Dale Vile, from Freeform Dynamics, has written an interesting article discussing whether packaged applications are becoming less relevant: Whether it’s SOA purists telling us that we’ll all b...
http://blog.corizon.com/2009/11/integrating-applications-for-people.html
Interesting research from Genesys has just been published and is given a good write up in MyCustomer.com by Stuart Lauchlan. First, I must say they deserve ‘la Palme d’Or’ for the highest n...
http://blog.corizon.com/2009/11/billions-of-dollars-lost-to-poor.html
Anthony Bradley from Gartner provided some interesting views on how he sees the enterprise mashup market developing this week in his blog posting: Enterprise Mashups in Major Transition. The tran...
http://blog.corizon.com/2009/11/comment-on-enterprise-mashups-in.html
This posting is the second part of my colleague Toby Baker's observations based on his work with contact centres and their desktop integration problems.My last blog asked why contact centre deskt...
http://blog.corizon.com/2009/11/why-are-contact-centre-desktops-so.html
My colleague, Toby Baker has created this guest posting based on his observations from working with Corizon's customers and partners applying enterprise mashups to integration problems in contact...
http://blog.corizon.com/2009/10/why-are-contact-centre-desktops-so.html
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 with a lot less hype. Most of the Oracle keynotes I at...
http://blog.corizon.com/2009/10/quick-thoughts-from-oracle-openworld.html
Last week David and I attended the Forrester Business Technology Forum in Chicago. The main theme of the conference was adopting “lean” approaches to IT – which seems a particularly appropr...
http://blog.corizon.com/2009/10/thoughts-on-forrester-business.html