Lloyds of London has implemented a Voice over Internet Protocol (VoIP) system, which it claims makes it the largest financial services organization, globally, to adopt this kind of telecommunications system. The VoIP system at Lloyd's is supplied by Cisco Systems (Santa Clara, CA) and managed and implemented by Syntegra (London) and the Information Technology Group (ITG) at Lloyd's. By the time the roll-out process was completed in late November, 1,300 users were connected to the system via new phones and upgraded PCs. Additional features will be made available on the system as users become familiar with its basic functions.
A lack of internal CRM integration initiatives is preventing customer relationship management technology from delivering satisfaction to the organizations that have invested in it, according to a study of CRM implementation conducted recently by PricewaterhouseCoopers Consulting (New York).
NexVerse Networks (San Jose, CA), a newly formed company that has acquired ipVerse ControlSwitch-an application and call-control platform-now offers the White Pajama CRM contact center solution.