VAR 500 Roundup: IBM Eyes Customer Service, Siemens Makes Cuts, And More

New products and services were making news this week at the largest solution providers. The noteworthy companies include IBM Global Services, Lockheed Martin, and General Dynamics. Siemens, meanwhile, is finding the global economy hasn't picked up as much as hoped and is laying off more than 4,000 workers.

IBM (2009 VAR500 rank: 1) launched a new service this week that uses advanced analytics to match a help-desk caller with the optimal customer service representative in real-time. IBM has collaborated with specialty insurance provider Assurant Solutions, to develop the Real-Time Analytics Matching Platform (RAMP). RAMP, (left), is designed to pair the best suited CSR with a customer caller, in order to help call centers increase customer retention, increase sales yields and decrease agent attrition.

Lockheed Martin (2009 VAR500 rank: 9) software developers have created a way to simplify the process of applying for Federal Student Aid (FSA).

Every year, millions of high school graduates complete the Free Application for Federal Student Aid (FAFSA) form to help them find college funding. The form requires personal financial data that is only available through the IRS. An applicant previously had to apply to the IRS, obtain the information, and then submit it along with the application. Lockheed Martin worked with the IRS to create a link on the U.S. Department of Education FSA Web page (left). The developers used Web services to build, test and deploy a shared data system that makes available the data transfer of 14 key pieces of information needed by officials to make a determination. The new process has reduced application time from days or weeks to minutes.

The global market for IT services still looks rocky at Siemens (2008 VAR500 rank: 44), which has announced it will cut 4,200 jobs in its IT Solutions and Services operations, according to published reports. The cuts will be completed by October 2010. SIS has 35,000 employees.



According to Business World, Chief Financial Officer Joe Kaeser (pictured) also said Siemens would invest substantially in SIS, including making acquisitions to improve the unit's business. The company aims to turn SIS into a legally independent business unit by October.

General Dynamics Itronix (2008 VAR500 rank: 9) has debuted the GDAssure Solution Validation and Installation Certification Program that certifies a rugged computer (such as the GD8000, pictured) will work on game day.



The program assembles a team of engineers, system architects and others who test and evaluate various aspects of a system's configuration and performance. An analysis might include the evaluation of wireless accessories including printers, bar code scanners, GPS modules, operating software and mounting hardware for vehicle installations. Testing can also incorporate vibration, shock, drop, extreme operating temperatures and other tests based on a system's configuration and operating environment. The final analysis documents the components that worked as intended and those that need to be re-evaluated.



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