October 2000

MediaRing Offers Voice-Enabled Electronic Marketing Solution
MediaRing, has introduced VoizLetter, an Internet-based solution designed to enable organizations and businesses to bring voice to e-marketing campaigns and electronic newsletters. VoizLetter aims to be a cost-effective marketing tool that can help increase sales, responsiveness and customer loyalty. The product is easy to set up and deploy, and businesses can create the design of the newsletter and provide the accompanying audio. An e-mail with a URL for the voice-enabled newsletter can be sent to their customer base. Customers are then able to click the URL and link directly to the VoizLetter. The audio for the newsletter is then launched through the default browser. Customers can view the Web page contents while hearing the company's audio message. The Web page also provides viewers with an option to click on other e-commerce links located within the VoizLetter and reply to the newsletter with their own audio message.
No. 500, www.ccsmag.com/freeinfo

Telera Offers Web-Driven Application Services
Telera has announced the release of Telera Contact Center Connect and Telera Connect, two new services designed to enable businesses to deliver voice applications with improved flexibility, cost-effectiveness and speed. The new services use voice XML technology to deliver Web-powered communications applications to telephone-based customers and offer the benefits of outsourcing, while total control over applications remains in the hands of the enterprise. Telera extends call handling and management as well as the delivery of business intelligence to the edge of Telera's Intelligent Communications Network (ICN) to maximize use of enterprise resources and provide improved scalability and reliability on a distributed platform. Telera Connect enables enterprises to build, deploy and change inbound speech-enabled and touch-tone interactive voice response (IVR) and outbound notification applications. Call flows and messages can be customized on a per-call basis to help maximize caller satisfaction, efficiency and revenue generation. Personalization is accomplished using the same open-standard Internet tools that are used to provide one-to-one interaction with customers through the Web and can be extended to queue time, where specific upselling messages can be played to the caller. If desired, callers can be connected to a contact center agent for live assistance. Queuing for callers on hold is performed at the edge of the network, helping reduce the need for overflow ports and expensive tie lines between multisite contact centers. Businesses also have the option of deploying full speech recognition functionality on a pay-as-they-go basis. Telera Connect also offers businesses the ability to place personalized outbound calls to notify their customers about events, promotions and other important information such as flight delays and stock market conditions. At the end of a notification, users can be prompted to exercise a transaction or connect to an agent for immediate service.
No. 501, www.ccsmag.com/freeinfo

Motive And Synet Form Partnership For Customer Care
Motive Communications, Inc., a provider of online customer care solutions, has announced that Synet Service Corporation has become a Motive Consulting Partner and will offer its Rapid Results Methodology to organizations planning and implementing Motive-based solutions for e-business. Synet is a consulting and integration firm that helps companies optimize the availability and reliability of their e-business and enterprise applications and networks. Synet's Rapid Results Methodology was designed to ensure the on-time, on-budget implementation of a complete solution that can yield business-based results, including specific, measurable improvements in service levels and efficiency. The two companies have signed a partnership agreement that covers joint sales, marketing, solutions development and services delivery. Synet will help Motive meet market demands for e-service solutions by providing a range of value-added consulting and implementation services including: e-service strategy, business case development, process engineering, organizational development, system integration and project management.
No. 502, www.ccsmag.com/freeinfo

Splashnet.com To Offer ASP Model
Splashnet.com has announced the creation of a new initiative under which its Web-based subscription customer relationship management solution can be marketed as a private brand for companies looking to extend CRM capabilities to their customers. Under Splashnet.com's Key Alliance Partner Program, businesses can become application service providers (ASPs), offering full CRM functionality, including contact, calendar, opportunity and account management; order entry and tracking; customer support activities; and personal Web-page development, via the Internet and with no need to purchase or download software. Splashnet.com is available as a pure ASP model under which a company can lease the rights, host the service and brand it as a private offering. Alternatively, companies can offer the service under a co-branded agreement through which Splashnet.com hosts the application for a fee and pays a commission to the partner portal.
No. 503, www.ccsmag.com/freeinfo

AppCity Launches Service To Develop Tailored Internet Applications
AppCity, Inc. has announced a service to develop and deploy tailored Web-based employee and customer relationship management applications in one day. The company feels the Internet has created the expectation that businesses deliver "data-on-demand" to their customers and employees. Through this service, AppCity enables businesses to meet this competitive requirement. To accomplish this, AppCity uses a deployment platform to eliminate costly programming to create and deploy more affordable solutions. To develop the applications, businesses discuss their requirements with AppCity and the application is developed and deployed the next day. The company offers pay-per-use pricing for customer-facing applications and per-seat pricing for employee-facing applications.
No. 504, www.ccsmag.com/freeinfo

ShowCase Corp. Introduces New Version Of Its Information Portal Solution
ShowCase Corporation has announced a new release of the ShowCase Enterprise Information Portal (EIP). First introduced in May 2000, the new EIP application now integrates version 4.0 of IntraNet Solutions, Inc.'s Xpedio Web content management systems with ShowCase's STRATEGY data warehousing and business intelligence suite. ShowCase maintains a licensing agreement with IntraNet Solutions, which gives ShowCase rights to sell Xpedio as part of the EIP solution to its AS/400 customer base. The enhanced ShowCase version offers users expanded Web content management capabilities that facilitate real-time contribution, management and distribution of information between multiple sources. Xpedio provides rapid deployment of scalable business-to-business and business-to-employee Intranet and Extranet applications; the latest release features expanded searching and indexing, business personalization and Web site development and publishing capabilities.
No. 505, www.ccsmag.com/freeinfo

Software911 Releases Version 2.0 Of eService Portal
Software911 has announced the release of version 2.0 of its eService Portals. The new version enhances FAQ, document and staff management functions, streamlines inquiry management, features e-mail capture, attachments capabilities and an integrated spell checker. Version 2.0 allows users to capture customer e-mail stored in corporate mailboxes in addition to submissions from the Web. All follow-up e-mail correspondence can be managed through the Administration Portal. Messages can be captured, stored, tracked and managed through the portals. New FAQs can be more easily converted to knowledge and published on the Web, thus providing answers to new visitors needing the same information. File attachments are supported in the new version, as well. Files in any formation, including all Microsoft applications as well as audio and video clips, may be attached to both Web site visitor e-mail and e-service representative responses. Additionally, a number of enhanced staff management functions have been added. Administrative access can be configured to allow access to all administrative functions or to limit access to the functions within an assigned group. Individuals may be granted the ability to either instantly publish to the Web site or recommend content to their manager. Staff may also designate backups to cover their area of responsibility during periods when they are unavailable.
No. 506, www.ccsmag.com/freeinfo

WebTelecom Debuts Live Contact Service
WebTelecom has announced the launch of its new Live Contact Service that allows businesses to add voice, video, text chat and co-browsing capabilities to their Web sites. WebTelecom aims to help users of its new offering enhance their Web sites, advertising banners, PDF files, text documents or Web browser bookmarks with single-click access to the four interactive eCRM tools: text chat, co-browsing, voice and video. The text chat feature delivers written communication between two parties. It provides a large dialog display for ongoing conversations, each side of which is displayed in a different color. Co-browse allows both visitor and company representative to simultaneously view the same Web page, allowing for a collaborative process. The voice feature enables customers and representatives to engage in online, real-time conversation. It is a natural voice capability that provides the intonation, emotion and personality that can help humanize a company's Web site. Finally, the video uses a PC Web cam so visitors can experience live video interaction with a company representative or colleague.
No. 507, www.ccsmag.com/freeinfo

Support.Com Delivers E-Support Solution
Support.com, Inc. has launched the Support.com Product Suite 4.0, a software solution designed to enable customers to provide Internet-based service and support to clients and customers worldwide in six languages. Additionally, new SmartIssue technology, included in the suite, can make self-service more effective by allowing customers to automatically analyze, manage and route SmartIssue information based on real-time business rules. It can also enable organizations to connect users via the Web with the correct support resource, regardless of whether the user is internal or external to the organization. The complete product includes User Center, an application that provides users with self-service capabilities; The Support Center, an application that provides a suite of tools for remote assisted service; The Support Portal Hub, a platform that enables virtual support networks that link internal and external users to the right support resource; The Foundry, an environment for content authoring and management; Integration Activators, modules for leading call-tracking systems; and RightAnswers.com Knowledge Base, a business-to-business support knowledge base from ServiceWare.
No. 508, www.ccsmag.com/freeinfo

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