IBM this fall plans to introduce a four-way server based on Intel's forthcoming Foster MP chip for multiprocessing systems. The servers will be the first to use IBM's Summit chipset, which borrows features from high-end IBM servers. A high-speed interconnect will link as many as four of the new servers together to create a virtual, 16-processor unit. "The days of the big, monolithic server are over," says Jim Gargan, marketing VP for IBM xSeries. He says IBM wants to embrace modular technology and thus will phase out its xSeries 430 server, which contains up to 64 processors in a single box. Pricing wasn't available.
Adding to its software portfolio, IBM last week unveiled WebSphere Commerce Analyzer Advanced Edition, designed to give online retailers greater insight into customer behavior. The software lets marketers pull data from IBM's WebSphere Commerce Suite to study buying trends. With the advanced edition, companies can determine the split between new customers and repeat buyers, or measure the effectiveness of marketing campaigns. Internet retailers will now be able to "demonstrate the selling effectiveness of their Web sites, which is key for any E-commerce application," says Brook Foust, a senior analyst with Doculabs, an industry-analysis firm. WebSphere Commerce Analyzer Advanced Edition includes IBM's DB2 database, Intelligent Miner data mining tool, and online analytical processing and data warehousing software. Starting at $130,000, the package is available now for Windows 2000/NT. An AIX version ships Sept. 14. IBM also disclosed plans to integrate by early next year its Lotus K-station portal, Lotus QuickPlace collaboration software, and WebSphere Portal Server to create a single extranet framework. "Customers see merit in each [portal] product, but they're definitely not going to buy both," says Scott Eliot, a K-station product manager for Lotus. Pricing wasn't available. On Aug. 28, IBM will ship WebSphere Studio version 4 development tools for building Java server pages for the WebSphere platform. WebSphere Studio will be priced at $599 and $1,999 for the professional and advanced editions, respectively. The new release lets developers build apps that can be called from a Web browser or another application using the Simple Object Access Protocol, an emerging Web-services standard. Soap is used for sharing data between applications based on XML. -- With Rick Whiting and Antone Gonsalves
Research firm Gartner Dataquest said last week that IBM in the second quarter boosted its share of total revenue in the U.S. server market to 28.6% from 19.1% a year earlier. By contrast, Sun Microsystems dropped to 20.7% from 22.4% and Dell Computer fell to 10.5% from 11.3%.
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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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