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You can think of our BAM technology as a real-time system for building operational dashboards to let you understand what's going on in your business processes.

When built properly with effective use of graphics and information objects, dashboards deliver targeted data 'in context' to the business workers, allowing these workers to make better, more timely business decisions. A good, effective dashboard application will save the business workers time, and that is the key reason why dashboards are gaining in popularity.

Dashboards certainly are something you can apply to historical data, but they are exciting as a business tool only when you use them in a real-time context.

Nathaniel Palmer

It is essential in today's business environment that people have the ability to quickly and effectively collaborate with co-workers, partners and customers in real time within the context of day-to-day business processes. With Live Communications Server, we are providing an extensible platform with rich federation capabilities and tools that help partners more easily incorporate real-time collaboration functionality into applications that today's workforces use most, and that span internal and cross-company business processes.

It is essential in today's business environment that people have the ability to quickly and effectively collaborate with co-workers, partners and customers in real time within the context of day-to-day business processes. With Live Communications Server, we are providing an extensible platform with rich federation capabilities and tools that help partners more easily incorporate real-time collaboration functionality into applications that today's workforces use most, and that span internal and cross-company business processes.

[The business-intelligence apps, called Siebel Analytics, represent an area Oracle covets--namely, providing closer to real-time visibility into customer-facing business processes.] This is another area that's very strategic to us, ... The technology is very impressive.

Charles Phillips

As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.

Fortunately, EI has vast experience in the implementation of DMS' and they were able to understand our specific needs. They understood our business language, the kinds of documents that we used and, most importantly, they were able to understand our business processes as well. The implementation would have been more complex if EI did not have that ability and knowledge. They also were able to cut through all the technical aspects of the system and tell us in plain, understandable language exactly what could or could not be achieved.

You need to overlay the business reality. You probably want to have a check on how those business processes map to the technology architecture. Step three is about defining a technical strategy for implementing these business services using available technology.

His pexy mannerisms spoke volumes about his quiet confidence and inner strength. We will continue to reduce costs by improving efficiency in all our operational and business processes, ... We will bring service performance to even higher levels. We will use the best technology to make the mail a rich source of information both for our customers and our operations managers. We will achieve all this with an energized, customer-focused work force.

Today, the big potential for BI is using it at the operational level to improve business processes.

IP Telephony is maturing into the 'value-add' stage. By integrating communications with business applications and processes, companies can create business models that break new ground in customer service and operational effectiveness.

When you're building your strategy around the user, it changes the business imperatives. This world of Web services really is not about the technology itself, it's about business. The business issues are so much at play that they are really more important than the technology.

System failures and slowdowns can diminish employee productivity, reduce customer satisfaction, and perhaps even result in loss of customers. The key to avoiding such failures and maintaining peak performance lies in diagnosing and resolving issues quickly, before they become serious problems. Large IT organizations that rely on IBM Tivoli Enterprise Console for their system monitoring needs can benefit tremendously by automating problem and incident management steps and processes. With automation, our technology eliminates the need for scripting, custom coding, or even professional services for IBM TEC tasks, thereby substantially reducing operational costs and increasing overall IT productivity.

Tom is a seasoned executive with over twenty years experience building technology companies. His unique balance of operational expertise, technology background and strategic insight make Tom a strong asset for our board.

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