Daily News 2005/02/28

Ebanswers cooperating with Yashili to provide health food

　　At the beginning of 2005, Guangdong Yashili Group Company signed a contract with Ebanswers to provide health food.

　　As a leading CRM solutions provider in China, Ebanswers has provided first-class customer service platform for hundreds of middle and large enterprises, including Shanghai Shenmei Coca Cola, Swire Coca-Cola, Philips Electric Appliances, Qingdao Hisense, Qingdao AUCMA, Hefei Rongshida, Guangdong Bubugao, Henan Xinfei, Lenovo Mobile, UT Stacom, Eastcom, Korea VK, ZTE, OBI and Shanghai Paradise. It is honored as the No.1 provider of customer service for the enterprises in China.

"Tianjin Business Dept. of Air China to use the call center system of Qiangxun Technology

　　Recently, Tianjin Business Dept. of Air China decided to use the call center system of Qiangxun Technology. This system is made up of Automatic Calls Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Smartlog, UltraMonitor and UltraCMS.

Not enough stress put on the safety defects in the IM service

　　According to the research report released recently by the market research company Gartner, there are still many defects in the IM (instant message) service, but there is not enough stress put in this regard.

CRM market will become mature among the 12 million SMBs in 2005

　　According to the research institute AMR, at present, the CRM market among the small and middle-sized enterprises (SMB) tends to become mature. In the year 2005, the IT-related expenditures of SMBs will hopefully increase by 6.6％, and CRM software will be the most promising field these enterprise will invest in.

　　According to AMR, the IT-related expenditure of those enterprises with 250～999 staffs will increase by 10.8％. In the vertical industry, the IT expenditure of the process manufacturers will increase by 7.9％.

　　Analyst from AMR says that at present the CRM market among large enterprises has been saturated, while on the other hand, the CRM market is just emerging among the 12 million SMBs. At present the penetration rate of such a service is still below 20%. It is anticipated that the CRM, auto sales and order management software will experience a dramatic growth among the SMBs in 2005.