While most exchanges provide little integration between trading partners on the business-process level, Extricity says its product will help companies connect data flowing from their applications directly into partners' applications. Although Extricity already had the ability to link partners together because of its emphasis on external integration, Alliance for Net Markets will provide pre-built software components for common functions such as procurement, order management, inventory management, collaborative purchasing planning, and logistics. Rightfreight.com, a New York City company that hosts exchanges linking airlines, shippers, and freight forwarders, plans to use Extricity's exchange product to link its own freight-management system directly into its customers' proprietary freight-management platforms. So if an airline has room for additional freight on one of its flights, its application will automatically feed the information into the exchange so freight forwarders can buy that space. "Extricity will decrease the amount of time necessary to integrate our system into our clients' processes and businesses," says Lane Butler, Rightfreight.com VP of marketing.
One analyst says that while Extricity's business-to-business expertise makes it a good fit for exchanges, it may still fall short in handling the specific functions required by them. But that's a shortcoming shared by other application-integration vendors. "All of these integration vendors have to move into exchanges, but they have limited experience working with exchange vendors," says Kimberly Knickle, an analyst with AMR Research Inc. Extricity Alliance for Net Markets is available immediately. Pricing will start at $50,000.
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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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