May 2001

Headlines

• WebPartner Introduces Performance Analyzing Solutions

• eshare communications Introduces NetAgent Suite 5.0

• WorldCom Releases Web Hosting Solutions

• AMTELCO Offers eResponse

• Smith Micro Software Ships WebCatalog 4.0

• Teloquent Announces Multichannel Customer Interaction Platform

WebPartner Introduces Performance Analyzing Solutions
WebPartner, a provider of e-business performance management solutions, has announced its WebPartner Performance Suite, an enterprise solution that includes both front- and back-end IT performance monitoring and management. WebPartner Performance Suite, which is comprised of the WP Transaction Analyzer and WP Site Performance, provides real-time availability and performance monitoring, centralized event management, data correlation, automated alerting and advanced reporting on URLs, Internet, Extranets and Intranet IT resources. From a centralized console, WebPartner customers can view the performance of all of their Web and IT resources, over the Internet from anywhere, anytime. Companies can check on their customers' online experience, and correlate that experience with the performance of each element in the e-business infrastructure. The suite's problem isolation, policy-based management, alerting and global escalation features help to isolate and pinpoint the source of the problem, whether in the server, the application or the network. Site managers get immediate notification of potential problems via a Web-based event console, pager or e-mail. The solution is customizable and allows customers to tailor the service to their precise business needs, with all changes made in real-time. Its modular architecture is designed to simplify the company's service offerings and allow organizations to grow and modify the solution incrementally as their e-business performance management requirements change.
www.webpartner.com / 408-213-5000

eshare communications Introduces NetAgent Suite 5.0
eshare communications, Inc., a provider of customer interaction management (CIM) solutions, has introduced NetAgent Suite 5.0. NetAgent Suite is a grouping of customer interaction management applications that provides contact center users with a unified interface to coordinate e-mail, voice, VoIP, multilingual chat, live Web interactions and wireless contact center monitoring, while also tracking Web site visitors and generating easy-to-follow reports. Version 5.0 includes several new applications, including NetAgent INTERNATIONAL, NetAgent WIRELESS and NetAgent ANSWER, as well as several applications available in previous versions. Previously available only as one total solution, NetAgent Suite now allows customers to select the individual applications that best suit their contact center needs. NetAgent Suite integrates with many popular third-party CRM solutions. Customers of eshare may now select the individual applications that complement their existing CRM software packages. In total, NetAgent Suite 5.0 applications include NetAgent MEDIACHAT, NetAgent EMAIL, NetAgent ANSWER, NetAgent CAMPAIGN, NetAgent TELEPHONY, NetAgent MULTI-TENANT, NetAgent WIRELESS, NetAgent INTERNATIONAL, NetAgent MULTI-HOME, NetAgent ASSIST, NetAgent VoIP, NetAgent OBSERVE and NetAgent ENTERPRISE.
www.eshare.com / 866-770-9998

WorldCom Releases Web Hosting Solutions
WorldCom recently unveiled a set of managed Web hosting solutions designed to allow businesses to implement or enhance their e-business strategies in as few as 10 to 15 days. WorldCom is offering 18 different hosting packages designed to meet business' needs for high-performance global Web hosting solutions by bringing together the essentials of hosted e-business solutions ' hosting, security, reporting, administration, monitoring and back-up ' and advanced services through its suite of offerings. By combining commonly used Web hosting platforms and applications with service level agreement (SLA) guarantees and connectivity to its global IP network, WorldCom aims to effectively address the reliability, Web hosting performance, scalability and security needs of global businesses of various sizes. With these new packages, WorldCom plans to be able to reduce the time, cost, technical issues and sales cycles associated with deploying an e-business solution and jumpstart a customer's e-business plans. The company's new offerings address six levels of hosting needs: from a simple Web site that provides general company information to a site that offers online shopping functionality with personalized frequent shopper accounts. The six hosting packages are available on three platforms, Microsoft Windows NT, Windows 2000 and Solaris. Each of the six levels of hosting packages contain hardware, software, Internet connectivity, support and SLAs. As a part of the hosting solutions, technical service and support ranges from 24 x 7 help desk support to a full, dedicated support team with a single point of contact. The pre-packaged WorldCom Hosting Services include: Single Server, Basic Commerce Site, Intermediate Commerce Site, Intermediate Application Site, High Availability Commerce Site and High Availability Application Site.
www.worldcom.com / 800-967-5326

AMTELCO Offers eResponse
AMTELCO has announced the launch of its new e-mail response application, eResponse. eResponse was created to provide companies with another means of responding to customer requests. Operators can quickly view communications, respond to them and send e-mail messages to customers. eResponse links to an infinite number of e-mail message boxes and connects to the mail server using simple POP3 commands and compiles a complete detailed analysis and billing information. eResponse works with AMTELCO's Infinity Version 5 call processing system.
www.amtelco.com / 608-838-4194

Smith Micro Software Ships WebCatalog 4.0
Smith Micro Software, Inc., a developer and marketer of Internet communication software, has announced it is now shipping WebCatalog 4.0, the newest edition of its eCommerce and Web publishing platform. Version 4.0 adds a new series of StoreBuilder templates that help simplify the design, updating and administration of online stores directly from a Web browser; automatic WAP-enabling of any StoreBuilder-based storefront to attract new wireless customers; free extensions for Macromedia's Dreamweaver HTML Editor to ease custom development of more complex sites and other new productivity features. WebCatalog enables users to create an unlimited number of e-commerce storefronts equipped with back-office order management/payment authorization support, helping eliminate the need to purchase multiple licenses. It makes sophisticated e-commerce design and management accessible to novice users, while still offering the full functionality experienced users require. In addition to quickly setting up shopping cart functionality, the new version's expanded StoreBuilder Wizard aims to enable users to instantly upload graphics, edit product placement, change pricing information, add product options such as size and color, alter the look and feel of a store, select payment processors and more, all from a browser. Novices can build online stores with no programming, and more experienced designers can customize storefronts as desired. 
www.smithmicro.com / 949-362-5800

Teloquent Announces Multichannel Customer Interaction Platform
Teloquent has announced the general availability of Teloquent Interchange, an open, multiple communication platform that integrates call center and customer relationship management systems, helping create a unified, networked customer interaction center. The platform was designed to enable companies to integrate customer inquiries, whether via phone, e-mail or Web, with customer data to deliver personalized customer service. Teloquent Interchange helps enable businesses to meet customers' demand for personalized, immediate, live support and service. The platform integrates and supports voice, e-mail and Web contact channels with all CRM applications, providing multichannel interaction routing and queuing. Teloquent Interchange is VoIP and wireless-ready. Based on a scalable Java 2 Platform, Enterprise Edition (J2EE) architecture, it is interoperable with any CRM or enterprise application. Other functionality and features include switch platform neutrality, universal agent desktop, location and network independence, browser-based management and administration, rapid implementation and simple administration to help lower total cost of ownership.
www.teloquent.com / 800-468-6434

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