As the second quarter comes to a close, we would like to share some exciting news about Neocase with you. Notably, Neocase Software was placed in the 2009 Magic Quadrant for CRM Customer Service Contact Centers, issued by Gartner. Neocase was recognized in the Magic Quadrant for its completeness of vision and ability to execute.

Neocase Software has been placed in the “2009 Magic Quadrant for CRM Customer Service Contact Centers” report, issued by Gartner, a leading independent technology research firm. Neocase Software was added to the report as one of three new vendors.

A closer look at Neocase in the report:

• On a cost-to-benefit basis, references gave Neocase the highest overall level of positive feedback.
• Neocase Software has good offerings in collaborative case management that are unique, as are its capabilities for service-level agreement management.
• The company has a range of business automation tools for customer service in the contact center, Web self service, human capital management and finance.

Please contact us to learn more, or visit the Gartner website for the full report.

The release delivers significant feature upgrades in the areas of business intelligence, business process management and SLA/activity management:

• Cross-enterprise deployment: The new release of Neocase's solution for shared services contact centers and customer support operations will enable corporations to deploy one single platform across various departments (Human Resources, Customer Service, IT, Finance, etc.).
• Business Intelligence: Enhanced Business Intelligence functionality will provide managers and executives with extensive analytical data on key metrics extending beyond general case reporting, to provide faster analysis, multi-dimensional reporting and greater transparency to identify and remove process efficiencies and lower service costs.
• Business Process Management: The new Business Process Management functionality will help corporations to automate complex business processes such as logistics, human resources and finance for greater efficiency and productivity, as well as for faster resolution of inquiries and cases.
• Proactive SLA Management: Improved SLA Management features will empower companies to set up, manage and report on SLAs with ease, ultimately leading to a greater quality of service and overall customer satisfaction.
• Activity and Calendar Management: This feature will help increase the efficiency and transparency of field service operations, and will make it easier to schedule and monitor service project timelines.

The new release has already been implemented by several Neocase customers among them MNT (insurance provider) and Antemeta (an IT platform provider and integrator).

Learn more about these new features through our recorded webinar. Click here. Or read our most recent press release.

Here are some of the key findings:

• Over 90% of participants indicated achieving consistent annual productivity improvements from their SSCs –on average approximately 8% per year.
• Cost reduction was overwhelmingly the top ranking priority for participants in 2009, however, customer satisfaction has become a much higher priority.
• Organizations will continue to focus on driving end-to-end process optimization enabled by technology and higher levels of customer service.

Neocase Software has been helping shared services organizations at CUNA Mutual Group, Air France and Renault-Nissan to achieve the same or larger productivity improvements as referenced in the Deloitte report.

Download Deloitte's presentations from the Shared Services Week here.