Docent Powers Centrica's Initiative to Streamline Billing and Service for British Gas Customers.Business Editors/High-Tech Writers MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Oct. 14, 2003 Accelerating CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Learning and Adoption by Boosting Skills and Certifications for 13,000 Call Center Agents Docent(R) Inc. (Nasdaq:DCNT), a leading provider of integrated software Separate software components or applications that have been combined into one package. See integrated software package. solutions proven to directly drive business performance through learning, today announced that UK-based Centrica plc, a Global 2000 provider of energy and services in the United Kingdom, North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. and Europe, is rolling out Docent Enterprise(TM) at its subsidiary British Gas British Gas is the name of several companies
Centrica standardized on Docent as the learning infrastructure within its strategic initiative to enhance residential billing and service for British Gas customers. Docent met Centrica's requirements for superior e-learning capabilities and ease-of-use. British Gas is boosting customer value and responsiveness by using Docent Enterprise to proliferate CRM skills and knowledge across more than 13,000 call center agents. Docent provides a secure, centralized online learning environment that integrates with the company's Plumtree portal, where agents can select instructor-led or self-paced courses on customer service and support processes; project management; leadership and teamwork; and Microsoft Office Microsoft's primary desktop applications for Windows and Mac. Depending on the package, it includes some combination of Word, Excel, PowerPoint, Access and Outlook along with various Internet and other utilities. productivity software. British Gas managers use Docent Enterprise to track course completions for call center agents as a prerequisite to accessing the CRM system. Docent's open architecture allows Centrica's Training Group to accelerate online learning for British Gas agents at 17 locations across the UK using an innovative content delivery networking (CDN (Content Delivery Network) A system of distributed content on a large intranet or the public Internet in which copies of content are replicated and cached throughout the network. ) architecture powered by Cisco. By capitalizing on CDN, the Docent-based learning solution makes it easy to maintain a consistent learner experience by optimizing the delivery of bandwidth-intensive course content to agents in real-time or on-demand. "This strategic learning initiative will allow us to deliver flexible training to our employees which will improve their skills and therefore enhance our customers experience when dealing with British Gas," said Colin Spencer Colin Spencer (b. 1933, London) is an English author, journalist, and broadcaster. He is best known as a food critic for The Guardian. Spencer, who is openly bisexual,[1] met his lover John Tasker in Brighton in 1957, when both were 24 years old. at Centrica. "The addition of Centrica and British Gas signals the continuing demand and momentum Docent is experiencing within the UK market and the Energy and Utilities industry," said Jan Vels Jensen, VP EMEA (Europe, Middle East, Africa) Refers to that region of the world. For example, one might see products packaged differently for the UK, EMEA and Asia Pacific markets. Marketing and Alliances for Docent. "The fact that the learning solution is built around HP servers and Cisco CDN content boosters show that these applications are now considered mission critical." In a later rollout phase, Centrica plans to integrate Docent with its Genesys skill-based routing system and expand multi-lingual e-Learning capabilities to thousands of users representing multiple brands. About Centrica plc As the parent of companies such as the AA, British Gas and One.Tel, Centrica serves millions of customers by providing solutions for energy, telecommunications, roadside recovery and financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. . For more information on Centrica or British Gas, visit www.centrica.co.uk. About Docent, Inc. Docent, Inc. (Nasdaq:DCNT) is a leading provider of integrated software solutions proven to directly drive business performance through learning. Docent solutions for sales performance, product launch, channel effectiveness, customer education, compliance, ERP/CRM implementations, and other business priorities are enabled by the industry's most comprehensive suite of business performance management applications, industry-specific content, and world-class services. Solutions are tailored to address the unique requirements of vertical markets, including government, life sciences, energy, high tech, telecommunications, financial services, retail and manufacturing. Docent outperforms the industry in customer satisfaction benchmarks, delivering compelling and measurable ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). to blue chip customers such as Cingular Wireless, Harley-Davidson, Wachovia Corporation, Lucent Technologies, Kelly Services, Eaton Corporation, D&B, Halliburton, Rockwell Collins, and Bechtel Group, Inc. Docent partners with the world's most prominent systems integrators and business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in providers, including Accenture, Exult, IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Human Capital Solutions, Cap Gemini Ernst & Young and Deloitte Consulting. Docent is distinguished as a leader by Gartner in the 2003 e-Learning Suites and LMS Magic Quadrants, and by the META Group in the 2003 METAspectrum report on learning management system vendors. Docent is headquartered in Mountain View, California For the census-designated place, see Mountain View, Contra Costa County, California. For other places called "Mountain View", see . Mountain View is a city in Santa Clara County, in the U.S. state of California. The city gets its name from the views of the Santa Cruz Mountains. , with other offices throughout the United States, Europe and Asia-Pacific. For more information, visit www.docent.com. Docent, Docent Enterprise and the marks relating to Docent products and services referenced herein are either trademarks and/or registered trademarks of Docent, Inc. All other names are trademarks and/or registered trademarks of their respective owners. |
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