Contact Center Solutions Featured Article

Open Source CRM Increasing in Popularity, OSA Finds

January 07, 2008

San Francisco-based Open Solutions Alliance, which describes itself as a "vendor-neutral consortium" dedicated the interoperability and adoption of open products, has released its findings of the 2007 Customer Forum Series.

"Interoperability between open products" tops the list of requirements among customers and channel partners who are deploying these products, the OSA found after meeting with more than 100 customers in five cities throughout the United States and Europe.

Dominic Sartorio, President of OSA, said the findings represent an opportunity for the OSA "to out-Microsoft (News - Alert) Microsoft" by offering "a fully interoperable suite" of business tools.

"If we can help our members' products work well together it makes it easier for our channel partners to sell open-source software and it will translate into more revenue for vendors and even more options for customers," Sartorio said.

Non-technical interoperability issues, such as how to support and manage integrated products being sourced from multiple vendors, were also raised at the forum.

Other findings from the Customer Forum Series show that the most widely used open-source applications included the application server Jboss, the commercial databases MySQL and Postgres, and the Eclipse development platform. Software products such as Customer Relationship Management (CRM) and Enterprise Content Management (ECM) applications are also increasing in popularity.

This past summer the OSA announced the availability of its first interoperability prototype. The OSA's debut prototype included specific standards and best practices for delivering a Common Customer View across open applications.

The CCV prototype integrates data from diverse front-office, back-office and planning applications to present a complete view of customer activity and interactions. It was built, tested and demonstrated with products from Adaptive Planning, Centric CRM, JasperSoft, Openbravo, Talend and Unisys (News - Alert).

"The OSA was formed this year to address interoperability among open solutions. The CCV prototype is the first major fruit of our collaborative labors," said Barry Klawans, OSA spokesperson and CTO at JasperSoft (News - Alert) at the time. "We see the adoption of open solutions increasing, and with it the demand for these point products to work together."

According to a SpikeSource user survey conducted recently, business customers rank "acquiring new customers" and "increasing customer loyalty" above all else.

----------

David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

Mark your calendars!
Internet Telephony Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert)) is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014

Micromax Invest in Brocade Ethernet to Power New Virtualized Data Center

Micromax Informatics, an India-based mobile handset manufacturer is, according to an IDC research, one of the Indian vendors that has powered the Indian smartphone market surge in 2013. With 16 percent market share in India and a strong presence in neighboring South Asian countries, the company is giving multinational mobile companies like Nokia and Samsung a run for their money. Having established itself as the second-largest smartphone player in India, the company is seeking a larger share of … [ Read More ]
07/31/2014

How A Complaining Customer Can Be Your New Best Friend

It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into … [ Read More ]
07/30/2014

eGain Signs Definitive Agreement to Acquire Exony

eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited, an innovative contact center software provider. [ Read More ]
07/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!