Punch primarily targets legal, architectural, and sales-force professionals who are constantly on the move. Last week, the company launched the service as a licensed software package for companies that want to deploy it behind their own corporate firewalls. This week, Punch is launching the wireless version as a subscription-based service, which the company will host for users in its own data centers. The service allows Punch's existing user base to access and manage all the data stored in their Punch WebGroups files via a Web-enabled cellular phone.
Core features of the new service include the ability to receive file update notifications when new files have been updated or altered, the ability to send and receive files, and the ability to track files. "Cell phones will play more of a role in coordinating and managing communications and objects like files in the very near future rather than having full-fledged client capabilities like laptops," says Aberdeen Group analyst Dana Gardner. "This service may allow users to move files around, manage files, and even do a little bit of browsing of documents. There is a need for it among a number of industries." Punch WebGroups for wireless will be available in beta at no additional cost to existing WebGroups users in about two weeks. Pricing for Punch WebGroups starts at $10 per month.
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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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