The company's revenue growth was largely attributed to strong sales of its business-intelligence products. Revenue from these products in the quarter was $65.4 million, an increase of 33% from the first quarter last year.
Ron Zambonini, president and CEO of Cognos, also noted success with new accounts, with growth from that area rising to about 40%, compared with 30% last year. Cognos also reported that the number of orders valued in excess of $50,000 increased in the first quarter, with more than 220 orders of that size, compared with 180 a year ago. Revenue in the first quarter from the company's application development tools, PowerHouse and Axiant, was $16.2 million, compared with $18.1 million in the first quarter last year. Geographically, North America accounted for 63% of Cognos' first-quarter revenue, while Europe contributed 30%.
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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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