Boeing Connexion licensed ScreamingMedia's Siteware XE content-aggregation software for an undisclosed amount. ScreamingMedia will format and filter information from its content network, which consists of more than 3,000 publications, to Boeing Connexion's servers. Passengers will be able to access the Internet and ScreamingMedia's content via broadband on their notebook computers while in flight.
The market for broadband access on airplanes is still relatively small, but it's an initiative that commercial airlines are willing to invest in to provide better services for customers, says Eric Rasmussen, a senior consultant with Telechoice. "Airports are becoming a popular place for broadband connections to give passengers Internet access," he says. While Rasmussen doesn't believe streaming media on planes will become a "multibillion dollar market," he says airlines are sure to find business passengers or parents flying with small children who would pay for customized content while on a plane.
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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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