The company says it's on track to deliver a Balanced Scorecard application, a component of its enterprise-performance-management suite of analytical applications, in the fourth quarter of this year. PeopleSoft said it will work with IT consulting firm KPMG and the Balanced Scorecard Collaborative Inc., an organization created to evangelize the balanced-scorecard concept. The partnerships will help PeopleSoft add so-called best practices into its product.
"PeopleSoft has placed a stake in the ground as an analytical application provider. The question is how they will sell it to the market," says Joshua Greenbaum, principle of Enterprise Applications Consulting. "A lot of customers are still trying to get their ERP systems up and running. Enterprise-performance management is a luxury at this point." In a bid for a piece of the higher-education market, PeopleSoft announced partnerships with Universal Learning Technology and Blackboard Inc., both of which provide tools for building online curricula and learning applications. PeopleSoft plans to integrate these tools with its own higher-education software, called PeopleSoft e-Campus Community.
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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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