May 2001
Lucent Launches ClientCare 3.0
Lucent Technologies Inc. launched Release 3.0 of its ClientCare Call
Center DE (Deluxe Edition) product. ClientCare is designed to allow small-
and medium-sized businesses using Centrex systems to more cost-effectively
manage customer contacts with many of the sales and service contact center
capabilities usually associated with larger companies. The new TrueConnect
feature allows ClientCare to support enterprise call centers where some or
all agents do not have personal computers running a soft-phone
application. Agents can use any telephone to carry out all of their call
center work functions. ClientCare Call Center DE offers inbound call
handling and routing that can be blended with complex outbound campaigns
and a comprehensive Internet suite of services. The Internet Suite gives
call center agents the ability to simultaneously handle voice, e-mail,
fax, chat, call-back, call-through and Web-based queries. Part of Lucent's
iCentrex Solutions product portfolio, ClientCare is a switch-independent,
network-based application.
www.lucent.com / Ph: 800-526-7819
OutlookSoft Releases Analytic Software Portal
OutlookSoft Corporation announced the availability of its OutlookSoft
Enterprise Analytic Portal (EAP), designed to provide the benefits of end
user-driven enterprise analytic reporting and collaborative,
bi-directional data collection. These benefits include immediate access to
critical information; an improved flow of data throughout a corporation;
an enhanced decision-making process; and the ability of managers to
quickly adapt to changing market conditions. OutlookSoft EAP also provides
many features of a corporate portal, including access to multiple internal
and external data stores, but with faster implementation and at a fraction
of the cost of traditional portals. OutlookSoft also announced
availability of Financial Planning and Analysis (FPA), its first
application module built upon the EAP foundation. The application replaces
the company's current Everest offering.
www.outlooksoft.com / Ph: 203-964-3100
Magic Web Development Tool Debuts
Magic Software Enterprises unveiled Magic eDeveloper, its new Web
development tool. Magic eDeveloper is designed to enable developers to
easily and rapidly build interactive Web applications and complex
e-business solutions in a dynamic environment. Part of the Magic eBusiness
Platform, eDeveloper employs an enhanced, browser-based deployment
paradigm and offers open, extensible support for leading Internet Web
browsers and servers, application servers, languages and databases.
Features include an object-oriented repository that developers can use to
define objects once and use the object properties throughout their
applications; a component framework for building application components
and to integrate external application components and other business
processes; and improved event-based programming for better definition of
application logic.
www.magicsoftware.com / Ph: 877-673-8737
CallCenter@nywhere 4.0 Activates
Telephony@Work recently introduced CallCenter@nywhere 4.0, its e-contact
center solution for call centers, telcos and application service providers
(ASPs). It includes a suite of browser-based supervision, provisioning and
report generation interfaces, and completes the platform's migration to
thin-client, browser-based computing. Contact center supervisors and
systems administrators can perform all tasks from anywhere in the world
using any computer equipped with a Web browser. The product also includes
new Multi-Host Data Streaming Technology that allows telco or ASP
subscribers of hosted CallCenter@nywhere services to have their real-time
contact center data streamed into their on-premises databases, even
through firewalls. CallCenter@nywhere 4.0 can now be hosted on multiple
UNIX platforms as an alternative to Windows NT/2000.
www.telephonyatwork.com / Ph: 858-410-1600
Siemens Powers Up MobileOffice Portfolio
Siemens Information and Communication Networks, Inc. released enhancements
to two key elements of its HiPath MobileOffice portfolio, the HiPath
Xpressions 470 unified messaging system and the HiPath Teleworking
application. HiPath Xpressions 470, a converged, mobile unified messaging
system, now features increased networking capability to serve larger
enterprises, SMTP notification for wireless devices, a single point of
administration for adding, modifying and deleting subscribers, and
concurrent support of up to five languages per system. The HiPath
Teleworking mobility application, designed to deliver greater flexibility
and control, now includes the flexibility to use the device of choice
(e.g., fixed or mobile telephone, PC, PDA), access to powerful Hicom
features, voice menus for easy feature access and HiPath DeskSharing for
corporate hotelling.
www.hipath.com / Ph: 800-814-1680
Personalized Portal Services From Novell
Novell, Inc. announced the availability of Novell Portal Services 1.0,
e-business software designed to boost employee productivity and enhance
relationships with customers and partners by providing personalized,
single-view access to files, collaboration tools, information and
applications from all over the Net. Users sign on once to gain
browser-based access to the applications and information resources they
need. Novell Portal Services takes advantage of the identity-based
information stored in Novell NDS eDirectory to create a personalized
portal for each user. The content for personalized portals can come from
any source; e.g., a corporate network, an Extranet, the Internet, etc.
Based on Internet standards such as Java and XML, Novell Portal Services
simplifies the accessibility of all Net resources regardless of platform,
supporting NetWare, Windows NT/2000, Solaris and Linux operating systems,
and provides a framework that simplifies access to Web-based services as
well as enterprise applications.
www.novell.com / Ph: 888-321-4272
MatchLogic Enhances eVista
MatchLogic, Inc. announced the latest version of its relationship
marketing application, eVista 3.0. Designed specifically for marketers,
this release is intended to assist companies in better managing their
customer interactions and to enable marketers to analyze customer data and
create sophisticated, relevant offline and online campaigns easily. eVista
3.0's enhancements include a browser-based interface for personalized
message creation, the capability to create embedded, trackable URLs within
message content, improved campaign navigation and management, content
testing, message format optimization, customized e-mail campaigns with
response tracking and the availability of past campaign response data as
selection criteria for future campaigns.
www.matchlogic.com / Ph: 888-205-5899
ObjectWorld Unveils UM Solution
ObjectWorld, Inc. recently launched CallAttendant Office, a multichannel,
PBX-integrated, object-oriented unified messaging application and
communication system. Geared to small- to medium-sized enterprises, the
solution is fully integrated with MS Exchange, providing a single
communications interface for corporate users. It features an intuitive
graphical user interface for management and administration, intelligent
call flow scripts with a variety of options and remote visual management
from any network-connected computer.
www.objectworld.com / Ph: 819-770-9998
Mercom Intros Support Option
Mercom Systems, Inc., a provider of computer telephony solutions for CRM
and related markets, announced that Network Attached Storage (NAS) support
is available as an option for its Audiolog Recording Servers. The option
allows Audiolog Recording Servers to archive recorded material to standard
NAS devices with TCP/IP addressing that have been attached to the same
local or wide-area network as the Audiolog Recording Server, providing
automated backups and centralized management and security for the files.
Archiving can be automated both for offices on a LAN and for
geographically dispersed branch locations on an enterprise's WAN. The
software can also control how long the material is stored on the NAS
device before deletion.
www.mercom.com / Ph: 888-637-2661
Talisma Presents Marketing Suite
Talisma Corporation rolled out its Talisma Marketing Suite, designed to
help companies attain better one-to-one marketing through its seamlessly
integrated service, sales and marketing capabilities. This integration
provides a comprehensive customer view that leverages information across
entire organizations, allowing the creation of highly personalized,
traditional and electronic marketing campaigns to generate leads, sales
and increased customer loyalty. It uses data from multiple channels
(e-mail, phone, Web, fax, etc.) for targeting specific audiences and
connects with external data sources to increase mailing list size and
"reach." Additional features include graphical workflow tools
for campaign design and management, personalized messaging capabilities,
distributed analytics for real-time analysis and decision support,
on-the-fly campaign adjustment and future campaigns forecasting.
www.talisma.com / Ph: 888-462-3484
ASP-Based Field Service Management System
Antenna Software, Inc. completed the rollout of Antenna ServiceTools ASP,
a hosted version of its enterprise Web and wireless field service
management software. ServiceTools is intended to meet the needs of small-
and mid-market service providers for improving client satisfaction and
increasing profits using the newest technologies. Designed for the
Internet, ServiceTools connects service managers, technicians, inventory
managers and customers in real time. It enables everyone in the service
delivery chain to track service requests and service status via the Web
and wireless devices, ensures that parts are ordered and shipped, and
service is delivered; eliminating telephone bottlenecks and communications
breakdowns. Full-featured and easy to use, ServiceTools wireless
applications communicate with the ServiceTools Web server via a wireless
service provider network.
www.antennasoftware.com / Ph: 212-343-2866
Island Data Enhances Express Response
Island Data Corporation has released Express Response 5.4. This version of
the hosted online customer service solution is designed to expand the
ability to follow up on abandoned service interactions, enable feedback
from end users on the quality of automated replies and broaden the set of
knowledge base management tools. The application receives Internet-based
customer queries from Web forms, e-mail and FAQs, analyzes the queries
using natural language processing techniques and generates relevant
responses from its existing knowledge base. Enhancements to the Knowledge
Base Manager (KBM) allow companies to enter information more easily,
review documents and publish them to the knowledge base. New functionality
enables knowledge base managers to gather customer insights and feedback
by showing how their end users are selecting information supplied from the
company's knowledge base.
www.islanddata.com / Ph: 760 517-4161
CustomerSat Delivers Satisfaction Solution
CustomerSat, Inc. released eCEM System 4, a hosted solution designed to
provide enterprisewide help to increase retention rates and build customer
and employee loyalty. The solution captures real-time feedback and
measures performance from almost any customer and employee contact point.
Using new functionality to capture, link and analyze ongoing feedback,
eCEM System 4 creates a single view of the customer experience, empowering
users throughout the organization and delivers personalized service for
building customer loyalty. The solution offers user-specific portals and
dynamic reports that provide users with feedback and performance
information relevant to their responsibilities. Also, application-specific
products were designed to more easily integrate with key enterprise
systems. The products include CRMConnect (integrates with CRM/contact
systems), WEBConnect (integrates with Web sites), HRConnect (with HRMS
systems) and ITConnect (with internal help desk systems).
www.customersat.com / Ph: 800-372-7772
Eyeball Adds Chat, Privacy Enhancements
Eyeball Networks, Inc. reported the release of Eyeball Chat LE v1.2, the
new version of its free video chat service designed to deliver
high-quality video over any Internet connection. The new version adds
instant messaging capabilities, intended to bridge the gap between text
and video communications. Additional features include enhanced text
messaging, call management features for personal privacy and tighter
integration with Web-based services. Eyeball Chat LE v1.2 for Windows is
available as a free download from the Web.
www.eyeball.com / Ph: 604-921-5993
InTelegy Delivers Employee Evaluation Product
InTelegy Corporation unveiled InTelegent Performance (IP), a proprietary
human resources software product designed to evaluate, track and improve
employee performance within contact centers. IP is an Internet-based
program with an underlying Microsoft SQL Server database, which will be
hosted and secured at a service provider's data center. IP can track,
score and weigh performance of call center employees in categories
including attendance, job knowledge, productivity, revenue, quality and
leadership. The performance data can be mined on a daily basis and be used
to support career-path development for employees. The data from each call
center will also be monitored by InTelegy management for review and
evaluation of each center's performance, as well as comparisons, tracking
and trending between call centers.
www.InTelegy.com / Ph: 877-478-2255
Unica Adds Privacy-Enabling Features To Affinium
Unica Corporation, a provider of analytical CRM and marketing automation
solutions, announced a "privacy initiative" intended to help
companies automate best privacy practices. New privacy enabling features
embedded throughout Unica's modular, cross-channel marketing solution, the
Affinium Suite, are designed to help companies protect customers' privacy
while offering the benefits of personalized marketing and services. The
automated features enable Unica customers to build sound marketing and
privacy practices into their day-to-day operations more easily while
reducing human error, limit access to and visibility of customer
information, implement e-mail best practices and honor customer
preferences throughout the marketing process. In a related move, the
company named its general counsel, Rachael Shanahan, its first chief
privacy officer.
www.unicacorp.com / 781-259-5900
Everdream Launches IT Solutions Service
Everdream Corporation recently deployed ITReady, a service designed to
enhance the competitive advantage of IT solution providers, including
enterprise IT departments, VARs and OEMs. With ITReady, solution providers
get the license to use Everdream's services under their own brand. ITReady
gives solution providers the ability to enhance customer ownership, add
value to their existing service and product portfolio, and generate new
revenue streams.
ITReady clients gain access to the Everdream Solutions Center that
delivers a variety of services, including: secure online backup, virus
protection, Virtual Desk-Side Assistance, self-healing capabilities, image
management and back-end integration, unlimited Internet access (including
a Web-based e-mail account), Web design and hosting, etc.
www.everdream.com / Ph: 510-818-5500
Calltrol Upgrades OTS
Calltrol Corporation (formerly Buffalo International) implemented upgrades
to its Object Telephony Server (OTS) for reducing network overhead and
improving system performance. OTS can complement or eliminate traditional
telephony systems and is designed to facilitate quicker, seamless
integration for telephony-enabling e-business and CRM applications. The
changes to OTS are implemented in the optional Active X controls provided
to integrators and developers. Calltrol also reported the launch of a
virtual version of OTS. This hosted option uses dynamically shared,
network maintained resources for easier configuration of multiple sites
and home-based agents.
www.calltrol.com / Ph: 877-673-6284
ToonUp Your Morale-Building Efforts
MaraStar Communications introduced a CD-ROM entitled "ToonUp Your
Call Center." The product includes ToonUps and StarGrams; short,
animated cartoons that deliver training and communications messages
directly to the desktops of employees via e-mail. The animations help to
improve skills and boost morale. ToonUps include animations of typical
call center scenarios along with messages and tips. StarGrams are animated
cartoons that can be sent via email to recognize achievements and
promotions, announce company events and welcome new employees. The CD
includes ToonUps, StarGrams, a user's guide, course guides and printable
takeaways.
www.marastar.com / Ph: 866-866-6877
GMT Planet-Jupiter Edition Enhanced
GMT Corporation (GMT) announced version 7.5 of GMT Planet-Jupiter Edition.
Release 7.5 has a more powerful scheduling wizard and provides instant
feedback of critical information (such as service levels, cost budgeting,
paid time off and schedule changes) and enhancements for controlling a
variety of scheduling scenarios. The Paid-Time-Off module now allows for
allocation of paid-time-off usage for all positions worked by employees
who work multiple positions. Additional features include long-term FTE
planning and cost budgeting. Staffing requirements are summarized on a new
screen and there is a schedule pop-up window that shows all details of a
shift including phone time, off phone work, other duties, breaks, etc. A
new Crystal Reports feature provides a wide range of customized and
standard reports. The reports can be exported via e-mail using MAPI e-mail
and can be viewed simultaneously along with other GMT windows.
www.gmtcorp.com / Ph: 770 416-6000
Convergys And Geneva To Combine
Convergys Corporation, a provider of integrated billing and customer care
services, and Geneva Technology Ltd. of Cambridge, U.K., a provider of
convergent billing software for the telecommunications, e-commerce,
utilities and online services marketplaces, announced intentions to merge.
Geneva Technology will become a wholly owned subsidiary of Convergys
Corporation, operating as the Geneva business unit. A spokesman stated
that the company is positioned to now deliver both modular and end-to-end
billing solutions to all tiers of the communications marketplace, in
licensed or outsourced delivery models, for current and next-generation
communications providers. The expanded product portfolio will drive sales
in targeted, vertical markets in Western Europe, the United States and
Latin America.
Crius Nets Web-Based Collection And Reporting Systems Developer
Crius, Inc., a consulting firm in the areas of computer networking,
architecture and communications, announced it has acquired the assets of
privately held Galileo Development Systems. Specific financial terms of
the agreement were not disclosed. The acquisition provides Crius with
products, technologies and industry experience expected to extend its
capabilities as a provider of high-level network and information system
consulting and solutions. This will provide Crius' customers with an
expanded ability to create Internet and e-commerce technology-based
services, as well as provide what Crius terms a critical product in the
Web-based time and expense marketplace. As part of the acquisition,
Galileo's president and co-founder, Michael Strich, has joined Crius as
President of Galileo Development Corporation and will serve on its board.
OnDemand Acquires North Systems
OnDemand Inc., a provider of partner relationship management solutions,
and North Systems, Inc., a multichannel, business-to-business solutions
provider, signed a definitive merger agreement, combining OnDemand's
cross-industry customer base and strategic industry partnerships with
North System's strength in the manufacturing and industrial markets. The
merger expects to achieve greater product penetration across a wider range
of vertical markets, targeting companies of all sizes that need to
leverage different types of partners across their demand chain.
SAS Acquires Intrinsic Value
SAS Institute Inc., provider of analytical customer relationship
management solutions, has acquired the business of Intrinsic, a U.K.-based
campaign management software vendor. The acquisition follows a successful
partnership through which SAS and Intrinsic developed the end-to-end SAS
Solution for Enterprise Marketing Automation (EMA). The partnership was
announced in June 2000, when SAS made an investment of $5.78 million in
Intrinsic. The acquisition weds the combination of data warehousing and
data mining with state-of-the-art campaign management and is expected to
power what SAS termed a "total marketing automation" integrated
solution.
Echopass Initiates Echosystem Program
Echopass Corporation, a provider of integrated contact center
communication solutions, announced the Echosystem program, intended to
link technology and service companies engaged in building next-generation,
hosted contact center communications solutions. The network currently
includes companies such as Compaq Computer Corporation, e-Mail Solutions,
Genesys, NICE Systems and Nortel Networks.
GWI Announces Exchange 2000 Server Support
GWI Software, a provider of collaborative IT help desk and customer
support solutions, announced it is diversifying its focus to support
additional collaborative platforms. GWI will become a Microsoft business
partner and develop the first "shrink-wrapped" IT help desk and
customer service solution for the Microsoft Exchange 2000 environment. The
company will port its c.Support application to the MS Exchange 2000
platform and provide features including incident management, knowledge
management, task management, asset management and end-user self-help
features. The MS Exchange 2000 version of c.Support is slated for
availability during the second quarter of 2001.
IKON To Offer HDI Training Program
IKON Education Services, a business unit of IKON Office Solutions, Inc.,
was granted a nonexclusive license to deliver Help Desk Institute's (HDI)
certification training programs. Initially, IKON will provide training
leading to the first level of certification, Help Desk Analyst, and has
plans to offer courseware leading to Help Desk Support Engineer (HDSE) and
Help Desk Manager (HDM) certification.
ReaderBoards.com Adds File Sharing For Members
ReaderBoards.com, a Web site designed for building a community and
interactive resource for people who work within or support the call center
industry, announced the availability of an online file-sharing feature for
its members, which will allow them to share documents and files with each
other or the Internet community. Members can manage their documents using
simple pushbutton functions. Each member is provided two personal file
areas, one for files visible across the entire Web, the other for
"members only" viewing. Members wishing to set up more
restricted security areas (to support their clients or employee groups,
for example) are also accommodated. Membership is free. A valid e-mail
address and sign-on are the minimum requirements to join.
Calvin Meets CRM
Swallow Information Systems reported that the Board of Pensions of the
Presbyterian Church (U.S.A.) is implementing CHARTER continuum, Swallow's
enterprisewide CRM solution, to handle service for its 54,000 members,
pensioners and dependents. The contract is for a 100-seat license to cover
both frontline customer service and back-office administration within the
various departments of the organization. The Board decided it needed a
centralized system to manage all channels of member communication in order
to offer value-added services and develop greater member intimacy. CHARTER
continuum replaces the Board of Pensions' homegrown call tracking system
and will be used to scan in paper correspondence and record all contact
and member inquiries. The last stage of implementation will include the
integration of a tool to manage Web contacts and face-to-face visits by
representatives at regional locations.
You'll Never Surf Alone: WEBHEADS
Tired of just having your own reflection for companionship between e-mail
and screen pops? First Ideas, creators of the Couch Potato Doll, came up
with a companion/distraction that is all in good fun. WEBHEADS, plush
8-inch high dolls, come in a variety of characters (Auntie Virus and
e-Male, for example) that sit on or around your computer and have a photo
frame embedded in their heads. A squeeze to the top of the doll's head
causes the plastic frame covering its face to open, providing a photo
opportunity to personalize the character.
Knowledge Anywhere Increases Regional Presence
Knowledge Anywhere, a provider of Web-based training solutions for
corporations and business professionals, expanded its Seattle, Washington
headquarters and reported expansions in six regions in the U.S. To
accommodate current needs and projected demand, it added sales personnel
in Los Angeles, California, Atlanta, Georgia, Chicago, Illinois and
Portland, Oregon, and opened branches in San Francisco, California and
Florida. The company also plans to expand to seven additional cities
during the second quarter of this year.
Marketlink Adds New Facility
Marketlink, Inc. opened a new outbound call center in Fairmont, Minnesota.
The 48-station call center will initially have a staff of 50, the majority
of which are full-time telephone sales representatives. The firm
specializes in telephone-based sales services for the cable television
industry.
Syntellect Continues European Expansion
Syntellect Inc., a provider of software and hosted services for customer
contact centers, announced it is opening two new offices, one in the
Benelux region and one to serve the Nordic market. The Amsterdam,
Netherlands-based Benelux office will be managed by Heiko Oberman, with
the Stockholm, Sweden-based Nordic office run by Joachim Roken. Both
offices will report directly to Syntellect's international headquarters
based in Berkshire, U.K.
Excell Expands In Scotland
Excell Multimedia announced plans to build a new call center in Irvine,
Ayrshire, Scotland. The facility represents a $3.6 million investment and
will create 200 jobs. The center, slated to open this summer, will employ
the latest multimedia technologies and offer a range of new services for
Excell's clients.
Special Data Augments Program
Clearwater, Florida-based direct marketer Special Data Processing
Corporation announced expansion of its Home Agent Program into six
additional Florida cities: Ft. Pierce, Ft. Myers, Jacksonville, Orlando,
North Daytona and South Daytona. The program allow agents to work
full-time from their homes, taking inbound sales calls and generating
leads from consumers nationwide. Approximately 200 Home Agent positions
will open up in each city. As part of the expansion, Special Data will
open satellite offices in the cities for training, local management, field
recruitment and human resources administration to run day-to-day
operations and support the agents in each area.
Onyx Moves With Incentive
Incentive Systems, Inc., provider of enterprise incentive management
solutions, will partner with Onyx Software Corporation to offer an
integrated solution to the customer relationship management and incentive
management marketplaces. The partnership expects to enable companies to
maximize CRM investments by motivating employees and partners to drive
performance and productivity through rapid alignment of channel priorities
with changing corporate goals. The companies expect the technology
combination to enhance customer relationships by motivating and
appropriately rewarding the extended enterprise (from employees and call
centers to supply chains and business partners) for achieving CRM goals
and focus on productive relationship management and serve to increase
profitability and customer loyalty.
Fulcra And Spanlink Collaborate For CISCO Solutions Implementation
Fulcra Solutions, Inc., a provider of contact management consulting and
implementation solutions, announced it will provide deployment
capabilities to customers of Spanlink Communications, Inc., a provider of
contact center and unified communications products and services for
enterprise businesses and service providers. Under the terms of the
professional services agreement, Fulcra will provide services to Spanlink
customers implementing contact management solutions using the Cisco
Systems customer contact software platform and Spanlink's own FastCall
suite of CTI products. The partnership permits Fulcra to sharpen its
strategic focus on the Cisco platform while providing additional expertise
with the addition of Spanlink's products, and allows Spanlink to leverage
the implementation expertise of Fulcra in delivering contact management
solutions.
Kana Partners With HPS
Kana Communications, Inc. and HCL Perot Systems (HPS) formed an alliance
to offer integrated enterprise relationship management solutions to
Fortune 100 companies in the finance, telecom and travel industries. The
partners will combine Kana's Web-architected enterprise relationship
management product family with HPS' consulting and outsourcing expertise
to provide end-to-end business and technology solutions for both
companies' customers. The alliance gives HPS' customers a Web-based
solutions for collaborating with customers, partners and suppliers to more
efficiently manage relationships in the extended enterprise, and provides
Kana's finance, telecom and travel customers a new source of broad-based
business and technology consulting expertise.
ZAMBA Teams With Palm For Remote Interaction Enhancement
ZAMBA Solutions has joined Palm, Inc.'s Enterprise Alliance Program, under
which ZAMBA and Palm will collaborate on the marketing, sales and delivery
of mobile and wireless CRM solutions. Through this relationship, ZAMBA
will develop solutions that enable greater access to applications and
integrating mobile and wireless channels with overall CRM solutions,
producing faster and more accurate delivery of service from field workers
to customers. The relationship also will explore solutions for innovative
opportunities that expand direct customer interaction channels for
business-to-business and business-to-consumer commerce.
Intecom Elicits Elix Pact
Intecom Inc., a provider of e-communication solutions, entered a strategic
partnership agreement with Montreal, Canada-based Elix, a provider of
interactive business solutions, including products and services for the
contact center market. Under the terms of the agreement, Elix will
collaborate with Intecom's Professional Services division to deliver
systems integration and support for Intecom customers. The alliance
expects to expand the depth of multimedia solutions offered by Intecom,
leveraging Elix's Opus software suite and contact center systems
integration capabilities.
Saratoga Systems Joins Red-M In Bluetooth Development
Red-M, a developer of Bluetooth networking solutions and subsidiary of
Madge Networks N.V., announced that Saratoga Systems joined Red-M's m-dev
program to develop mobile CRM solutions to enable access to customer
information over a wireless connection from a variety of Bluetooth enabled
devices. By combining CRM with Bluetooth, Red-M and Saratoga expect to
help end users extend the benefits of Saratoga Systems' software, Avenue,
by allowing sales teams to access current customer information over a
Bluetooth network directly from their handheld personal digital assistants
(PDAs). Sales teams can share customer data, efficiently maintain customer
records and instantly deliver current information to clients over the
Bluetooth network. Remotely collected customer data can be synchronized
with the central system quickly and easily over the network, offering
real-time customer information at any time or place.
Synchrony eCRM Integrates With Vignette
Synchrony Communications announced general availability of Synchrony eCRM
for the Vignette Corporation's Vignette V/Series of Internet applications.
The integrated Synchrony-Vignette solution is designed to provide enhanced
Internet customer service and marketing capabilities. Features include: a
unified view of the customer across the extended value chain; closed loop
relationship marketing that provides built-in data mining tools for
enabling customer segmentation based on behaviors and profile details;
extended online self-service capabilities; and transaction exception
management (for resolving partial shipments purchase order to invoice
mismatches, etc.) regardless of the communications channel used by a
customer.
Acxiom Inks Keane Alliance
Acxiom Corporation, a provider of customer data integration and customer
recognition infrastructure, announced an alliance with Keane Consulting
Group (KCG) designed to provide clients with comprehensive solutions for
data management consultation services, customer data integration and IT
outsourcing. As part of the alliance, KCG will offer Acxiom's AbiliTec
software along with Acxiom's InfoBase data products, data warehousing and
other data management outsourcing services through KCG's consultative
services for CRM solutions.
Cylink, Securant To Offer Integrated Solution To Sustain Security
Cylink Corporation, a provider of e-business security solutions, partnered
with Securant Technologies, a provider of Internet security software for
managing user access to Web-based resources. Under the agreement, the
companies will integrate Cylink's NetAuthority public key infrastructure (PKI)
solution with Securant's ClearTrust SecureControl access management
system. The integrated solution aims to provide enterprises with a single
audit point of control for managing access to PKI-secured Internet and
Extranet applications, content and transactions for employees, customers
and partners.
Precision Reaches Accord With Motif
Precision Response Corporation (PRC), a provider of outsourced customer
relationship management, announced a strategic alliance with Motif, Inc.
to expand its e-mail and live-chat handling capabilities. Motif is a
full-service Internet communications company headquartered in Ahmedabad,
India, and operates two state-of-the-art technology centers in India,
which are fully integrated with PRC's communication and customer service
network in the United States. Wes O'Brien, president of PRC, said this was
the company's initial move into the international customer care arena and
marks its expansion strategy to align with "best of breed"
partners in the CRM industry.
Nuance And Cisco AVVID For Integration
Nuance Communications and Cisco Systems announced a multiyear agreement
under which Cisco will integrate Nuance's speech recognition and voice
authentication software into its Architecture for Voice, Video and
Integrated Data (AVVID) products as part of its IP-based enterprise
communication solutions, including Cisco's Call Manager and associated
applications. The AVVID products are scheduled to launch in the second
quarter.
Harte-Hanks Selects Xchange Deal
Harte-Hanks, Inc. and Xchange, Inc. formed a global strategic alliance.
Through an application service provider (ASP) or a hosting arrangement,
Harte-Hanks has purchased Xchange's analytics and campaign management
software, and will package and resell the product as a key element of its
integrated CRM offerings. A Web-enabled version of Xchange's products was
made available to Harte-Hanks customers this past March. By offering an
ASP or hosted CRM solution, marketers can launch campaigns quickly and
eliminate much of the initial infrastructure costs associated with
customer relationship management projects. According to Harte-Hanks, a Web
interface allows its clients to retain control of their customer and
prospect data, and actively participate in the direct marketing process.
Sonus Joins Comverse For Enhanced Service Offerings
Comverse Technology, Inc. reported that it has signed an agreement with
Sonus Networks, Inc. for the joint marketing of enhanced IP telephony
solutions for the Comverse enhanced services portfolio, integrated with
Sonus' Packet Telephony suite. The companies have developed an
interoperable solution based on open standards and supporting SIP that is
designed to enable deployment of these services over converged packet- and
circuit-switched networks. The integrated product will enable IP-based
services including unified and instant messaging, Internet call
management, multi-access call answering and voice-controlled services.
RightNow And TrustedAnswer.com Alliance
RightNow Technologies Inc., a provider of Web customer service solutions,
announced a strategic alliance with Amdahl Corporation's TrustedAnswer.com,
a provider of outsourced customer support services. RightNow will license
its Web self-service technology, which TrustedAnswer.com will incorporate
as the core component of its outsourced customer service offering.
TrustedAnswer.com provides technology and financial services companies
with an outsourced customer support solution that combines Web customer
support with knowledge base design supported by 40 call centers and 50
Internet data centers.
Artisoft And Onset To Offer Converged Fax And Voice Solution
Artisoft, Inc., a provider of software-based phone systems, and Onset
Technology, a provider of message conversion solutions, announced a
relationship to jointly market a solution that converges fax and voice
technologies for small- to medium-sized businesses. The solution combines
Artisoft's TeleVantage software-based PBX with Onset's ThruFax product to
handle inbound telephony needs and enhance employee productivity.
TeleVantage provides intelligent, flexible call handling with the option
for users to receive voice mail messages in their e-mail. Onset's ThruFax
identifies inbound fax addressees, converts the faxes into editable,
text-based e-mail messages, and routes the messages to addressees' e-mail
clients. The combined solution is expected to enable employees to receive
all their communications in a central place where each message can be
sorted, prioritized and forwarded as e-mail. Additionally, both companies
are developing solutions on the CT Media standard, a platform that is
hardware-independent, interoperable with software from multiple vendors
and aligned with Intel's Converged Communications Platform.
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