Under the agreement, PeopleSoft will integrate Informatica's PowerMart into its recently released Enterprise Performance Management software package, which lets companies analyze information generated by their enterprise resource planning systems. PowerMart deploys and manages a line of business data marts and analytic applications by sourcing large volumes of data from multiple platforms and supporting high-speed data loading. What makes the offering most useful, according to PeopleSoft, is that PowerMart is an open system. "This technology will help users bring in data for analysis, not just from PeopleSoft, but from other ERP systems and internal systems as well," says Tom Patterson, PeopleSoft's EPM product marketing director.
John Hagerty, research director at AMR Research, says the partnership will let PeopleSoft bolster its EPM system by combining transformation and analysis of data from different sources into one system. "It's really a fresh face for PeopleSoft when they recognize that they need to use third-party technology within the body of their offering and not just partnerships," Hagerty said. The integrated EPM and PowerMart offering will be available through PeopleSoft in the fourth quarter of this year. Pricing is not yet available.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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