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Wednesday, February 20, 2002 |
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Genesys readies multimedia desktop for contact centers [IDG InfoWorld]
Abstract: Standardized solution for managing all aspects of customer contact interaction, be it email, chat, or with the larger suite of products that Genesys produces that includes telephony.
Analysis: Yet another CRM tie in that will help companies get a handle on customer contacts for faster resolution of ustomer issues, as well as supplying metrics for how long it takes to resolve, and client history.
Commentary: This is a key piece of technology for any communications firm. Being able to see the whole picture with regards to a client helps your people quickly resolve any issues (Yes, Mr. McGulicutty, you have had this problem before.) that keep cropping up. If Genesys can deliver, they may have a killer app on their hands.
10:40:52 PM 
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Business Objects, Peregrine combine BI and integration [IDG InfoWorld]
Abstract: Software provides for infrastucture analysis for review of corporate assets. This will allow for overviews of the total assets of a company in order to aid in critical business data across departments. Further, cost management benefits from the integration of data across the board as well as the ability to do as hoc reporting.
Analysis: Tie this in with the CRM strategies described earlier today and you can tightly manage assets and inventory, in order to drive the cost of doing business down. Integrate that with the Pervasive computing systems described earlier today, and you can have data on demand wherever you are in your company.
9:55:16 PM
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The battle over getting to know you. Web publishers and advertisers are in a tug of war over consumer data gathered in online ad campaigns, a conflict that could muddy the future of interactive marketing. [CNET News.com]
Abstract: Advertisers and content providers are fighting over who owns the data gathered by the cookies in the ads. Forbes.com is develping a way to prevent others from gathering data about their customers.
Analysis: Share the data, and everyone benefits.
6:30:45 PM
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Study: Ability to invent inspires engineers. A new survey aims to dispel stereotypes about engineers, emphasizing that most decided to enter their professions in order "to invent and discover." [CNET News.com]
Analysis: Mathsoft did a survey of engineers to find out why they got into the field in the first place, and when they knew what they wanted to be when they grew up.
Commentary: Hmmm... All the engineers I know got into it for the groupies.
6:20:47 PM
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Pervasive Computing Systems [Slashdot]
Abstract: Microphones, cameras, voice recognition for dication in conference rooms, eventually leading to an entire building being so equipped. All off the shelf technologies tied together to maximize data gathering in a conference room, up to and including serivng voice requested data.
Commentary: while the need for privacy is important, it would also be good to be able to activate the system as needed so that users could effectively conference and pool ideas wherever they are in the building. tie this into a wallpaper system that is done with electronic paper, and you have a projeciton of the data you are discussing wherever you are in the building. Instead of panel system based cubicles*, you could have a smart system that served up image feeds from outside the building, or displayed data via a local server, or had licensed art or images you had uploaded from your personal files.
In the home this could serve as the master control for a smart house. You could walk in and ask where people were, and get answers that are served out of the home based planning software. Aggregate with rss feeds and you could be read the news while you shower and eat breakfast.
*Disclaimer, I used to work for Herman Miller Dealers, in NJ and AZ.
3:10:52 PM
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CRM as a means of setting prices
Inforworld Article on how casinos and other businesses are starting to use CRM software along with other custom apps to generate deals specific to each customer segment.
Commentary: I look forward to a day when you get discounts automatically, for example, your grocery store knows that you buy two gallons of milk, a loaf of bread, etc every Saturday, so you get a discount on thise items, as for them it's already a guaranteed sale. Since they also know when you shop (thanks to your store club member card) they can schedule their deliveries accordingly, so that the turnaround time on these items is minimized. Further, they can then tailor their coupon offers to you, offering deeper discounts on the items you are already buying if you will stock up at the end of the month.
Some of this is happening already, I'm sure, but to take CRM personalization to the next level is the key.
11:52:48 AM
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HP PC W/XP: No CDs
From Robert Bruce Thompson: Another reason not to buy HP desktops. Apparently they are shipping their XP PCs without CDs. They are putting the files you need for recovering the machine on a partition, but you are giving up 4 GIGS of storage to do it. original article here at Infoworld.com.
11:39:56 AM
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Windows XP Key Generator Surprises No One. With Windows XP, Microsoft unveiled a new anti-copying system called "Windows Product Activation." Each XP CD comes with a product key, which is sent off to Microsoft along with your machine's hardware configuration when you first activate a new installation. The goal was to reduce "casual copying" by tying a Windows installation to a particular machine. Give your CD to a buddy, and he can't activate it because your hardware is already on record at MS. But what happens when crackers figure out a way to generate valid activation keys? How could MS differentiate between the key that came with your CD and one that you generated yourself? K5er DaSyonic asked that very question here, back in July, posing a "Denial of Operating System attack." At the time, it was speculation. Last week, the problem got a whole lot less abstract. To no one's shock and surprise, the XP key generator now exists. [kuro5hin.org]
9:36:35 AM
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Report: pop star to be next space tourist. Lance Bass, a member of the pop group *NSYNC, will fly to the International Space... [spacetoday.net]
Space tourism is the surest way to get the rest of us travelling to the stars. It will have to be funded by the wealthy, until we start getting to the economies of scale where it is as inexpensive as a long plane trip. Several technologies (truly reusable launch vehicles, and a much lower price per pound to get into orbit) have to be developed before this can happen. So I hope that his flight goes well, and that we will soon be seeing more people getting into orbit, and visiting the station.
This is the next step to getting us into the stars, and off earth. Next up, a moon base, then mars, and then we will be limited only by the speed of our drives.
9:34:08 AM
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© Copyright 2003 Ryan Greene.
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