July 2000

• Ask Jeeves Launches Solutions Partner Program

• Harte-Hanks Delivers Allink Agent

• Spanlink Offers Telephone Access To Automated Web Applications

• WPP, Deloitte Consulting And BroadVision Launch Roundarch

• CarbonMedia Launches E-Business Solution

• Mercom Delivers New CRM Applications

Ask Jeeves Launches Solutions Partner Program
Ask Jeeves, Inc., a provider of Web interaction solutions, has announced the Ask Jeeves Solutions Partner Program, an initiative designed to enable customer care outsourcers to provide a more humanized online experience to their customers. Ask Jeeves is launching its program with eight solutions partners, including APAC Customer Services, Inc.; Brigade Solutions; CareWise, Inc.; Finali Corp.; PeopleSupport; Precision Response Corp.; Stream International and Taima. This group of call center and e-business companies will deploy Jeeves Live as an integrated, end-to-end customer management solution. The Solutions Partner Program was implemented to equip customer care outsourcers with solutions designed to increase e-commerce, reduce support costs and provide better customer information. The service offers a scalable solution that can integrate into existing call center systems; and provides Web-based customer interaction through real-time instant text messaging, form-sharing and collaborative browsing.
No. 500, www.ccsmag.com/freeinfo

Harte-Hanks Delivers Allink Agent
Harte-Hanks has announced that Allink Agent, its real-time, behavior-driven customer relationship management product, has expanded functionality to integrate Web and wireless communication channels. With Allink Agent's new Web and WAP (wireless application protocol) features, firms can better see a total view of the customer experience by placing customers' Web and wireless activity in context with their various other enterprisewide interactions. The enhancements were also added to better enable Allink Agent clients to service customers and prospects by delivering customized marketing communications directly to their Web-enabled phones and palm computing devices. Allink Agent is a rules-based eCRM application that centrally manages acquisition, reactivation, cross-selling and retention opportunities by integrating Web activity with customer activity from all other touch points.
No. 501, www.ccsmag.com/freeinfo

Spanlink Offers Telephone Access To Automated Web Applications
Spanlink Communications, a developer of automated customer interaction solutions, has announced the availability of ExtraAgent 2000, a packaged solution that offers a way for companies to provide telephone access to transactions they already automate on the Web (i.e., order entry, availability or status applications.) ExtraAgent addresses a variety of common call center problems by helping reduce agent time on transactions, shortening and/or leveraging queue time and providing callers with more options during long hold times or after hours. Applications like auto-attendants, callback messaging, voice forms, routing, etc. are packaged together, which helps eliminate the installation and support hassles often associated with integrating multiple products. Windows GUI administration allows for easier adds and changes when needed. The new product also includes enhancements for CTI services, including expanded ODBC integration so that customer data can be used in call handling and screen pop and automated transcription for callback messaging.
No. 502, www.ccsmag.com/freeinfo

WPP, Deloitte Consulting And BroadVision Launch Roundarch
WPP Group plc, Deloitte Consulting and BroadVision, Inc. have announced the launch of Roundarch, an e-business professional services firm. Fusing brand marketing, strategy and technology together, Roundarch was designed to help organizations build business-to-business and business-to-consumer e-business capabilities, helping reduce the time and cost of executing customer and brand strategies. Roundarch's first service offering focuses on implementing personalized relationships across all customer channels, helping enable customized interaction and transactions between customers, partners, suppliers and employees. Based on BroadVision's technical platform, this offering aims to integrate e-marketing, e-services, fulfillment, CRM and ERP to create a more robust, integrated and end-to-end solution.
No. 503, www.ccsmag.com/freeinfo

CarbonMedia Launches E-Business Solution
CarbonMedia has announced the launch of its newest product, CarbonCore, an e-business solution that offers portable, modular and scalable features to companies seeking better ease of Web site management, hosting and back-end operations, while focusing on more rapid development and reduced cost. CarbonCore was designed to offer better flexibility to client companies and give them the ability to choose between a portable, application-based e-business Web site and an ASP-based e-business solution. CarbonCore can be an affordable way to increase clients' control over their servers and back-end functions, and at the same time be portable and provide a plug-and-play, yet customizable, solution.
No. 504, www.ccsmag.com/freeinfo

Mercom Delivers New CRM Applications
Mercom Systems, Inc. has announced the introduction of eView, the company's new approach to recording, storing and archiving any type of customer transaction, including e-mail and chat. eView records customer contact center computer screens and stores those recordings for evaluation, training and confirmation purposes. In doing so, call centers can record, archive and evaluate all e-mail and chat transactions, helping to increase customer satisfaction, customer retention and quality of service. The product was designed to integrate with Mercom's platforms and products, including IRIS scheduling software, RAPI-X and RODNI.
No. 505, www.ccsmag.com/freeinfo

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