The Application Service Provider Industry Consortium,introduced in Las Vegas at NetWorld+Interop, intends todefine a set of open standards and guidelines--as well aspromote a set of best practices--that service providers canuse to deploy hosted application services reliable enough toallow companies to outsource key applications, such asmessaging, E-commerce, and ERP to third parties. Consortiummembers include hardware vendors such as Cisco and Compaq,software vendors such as Marimba and Great Plains Software,ISPs such as UUnet and Verio, and a new class ofapplications service providers (ASPs) such as CyLex Systemsand Telecomputing ASA.
"ASPs bring together telecom and IT in ways never donebefore," says ASP Industry Consortium chairman Traver Gruen-Kennedy. ASPs provide a broad range of applicationdevelopment, hosted server, and outsourced managementservices to business customers. Sprint, for example, offersa hosted workgroup collaboration service called SprintInternet Conference Center and plans to deploy hostedInternet-based video and audio streaming applications laterthis year. Europe-based Telecomputing plans to launch apackage of hosted E-mail, commerce, and office-productivityapplications in the United States in June. And next week,ASP startup Interpath Communications Inc. plans to unveilhosted ERP applications.
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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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