August 2000

Onyx Software Introduces Employee Portal 2.0
Onyx Software Corporation has announced the general availability of Onyx Employee Portal 2.0, the flagship product in the company's Onyx 2000 suite. Onyx Employee Portal has a lightweight Web-based architecture designed for improved performance and reduced management overhead in hosted environments as well as internal deployments. The 100 percent Web-based Employee Portal allows a company to gather, integrate and share customer information with anyone in its extended organization, helping maximize the efficiency of its marketing, sales and service teams. The second generation of Onyx Employee Portal, along with Onyx Customer Portal and Onyx Partner Portal, completes the Onyx 2000 suite of enterprisewide customer-focused e-business solutions. The product uses personalized navigation menus, interface customization and function-specific screen design to give work teams and end users a personalized workplace with access to only the specific information and applications they require. Employees can search the Internet for information about customers, and external applications can be accessed without leaving the Onyx Employee Portal.
No. 500, www.ccsmag.com/freeinfo

ServiceWare Joins Forces With KView
ServiceWare, a provider of Web-based solutions for enterprise service and support, has announced that PC Show and Tell, an electronic performance support system from multimedia production company KView, Inc., will become an extended channel to RightAnswers.com, ServiceWare's Web-based knowledge portal. With the addition of PC Show and Tell Channel to RightAnswers.com, users will be able to access a wider range of IT solutions in the form of downloadable audio and video clips. PC Show and Tell delivers one-minute, multimedia "shows" that answer technology questions and maximize the use of products and services ranging from e-commerce to Web, corporate and shrink-wrap applications. Combining factory automation with video production into learning modules, PC Show and Tell allows users to actually see and hear the answers to their "how-to" questions.
No. 501, www.ccsmag.com/freeinfo

NoMatterWare Enables Small E-Businesses To Process Charges
NoMatterWare has introduced a product to allow businesses to accept credit card transactions on their Web sites using their existing merchant accounts. Companies can use their accounts with MasterCard, VISA, American Express, Discover and Diner's Club, among others, to process credit card charges in real-time. NoMatterWare's Wizard guides the user through six steps: entering the company information, selecting one of over 40 templates, defining security options, selecting customer options, identifying e-commerce options and completing the site. By checking the appropriate boxes, a small business can create a professional-quality Web site quickly. If the business already has a Web site, it can add NoMatterWare's credit card functionality via the Wizard. Users can select NoMatterWare to host the site or choose any other Internet Service Provider that provides hosting. Within a day or two, the company's merchant numbers can be verified, the shopping cart functionality is enabled and the merchant can begin taking orders.
No. 502, www.ccsmag.com/freeinfo

Epicor Announces Web-Enabled CRM For Remote Information Access
Epicor Software Corporation, a provider of enterprise and e-business software for midmarket companies, has announced the general availability of its eFrontOffice Web client, which was designed to allow field users to remotely access and update customer information over the Internet from any Web browser. Epicor's eFrontOffice Web client can provide access to integrated front- and back-office information at any time and from anywhere as remote data entries that are updated automatically throughout the application suite from the Web. The delivery of the eFrontOffice Web client completes the first phase of Epicor's strategy to provide Web clients for its entire "e by Epicor" line of products.
No. 503, www.ccsmag.com/freeinfo

Altitude Software Introduces eCRM Solution
Altitude Software, Inc., a provider of solutions for unified customer interaction, has introduced a product called uCI 2000, an integrated customer relationship management platform designed to provide a comprehensive view of all interactions with customers across multiple channels including telephony, e-mail, Web and wireless application protocol (WAP). The uCI 2000 suite, currently in beta in the U.S., Europe and Latin America, consists of six software applications leveraging a single data repository to store and consolidate all customer information from all touchpoints. This functionality can allow both new and older companies to gain a more well-rounded view of all customer interactions to optimize customer relationships. The new platform supports self-service, assisted and collaborative interactions, while managing the content of customer-facing Web sites for more personalized services. A collaboration feature allows "follow you, follow me" functionality that lets agents lead or follow customers around the Web site.
No. 504, www.ccsmag.com/freeinfo

Banter And PipeLive.com Partner For E-Service Solution
Banter, a provider of online customer care applications and intelligent communication tools, and PipeLive.com, a company which offers real-time Web interaction solutions, have announced a strategic partnership to create a real-time chat solution with intelligent suggested response.

Customers of the offering can benefit from Banter's scalable, adaptive e-mail management and self-help applications combined with PipeLive's Web chat and collaborative browsing technologies. The combined solution was designed to improve agent productivity and effectiveness by interpreting customer inquiries as they arrive and intelligently suggesting appropriate responses from the contact center's knowledge base. The system is powered by Banter's Relationship Manager, which learns from each customer inquiry and employs this knowledge to improve the accuracy of subsequent responses to future inquiries.
No. 505, www.ccsmag.com/freeinfo

Evoke Software Unveils Axio Product Suite
Evoke Software Corp., a provider of e-business integration solutions, released the Evoke Axio product suite. The solution is aimed at companies desiring rapid data integration between corporate operational systems and e-commerce applications, CRM, data warehousing or other e-business applications. Evoke Axio is designed to analyze and profile existing data sources to discover their content, structure and quality, and produce a fully normalized data model. The model is meant to ensure accurate and successful integration, consolidation or migration of data. The product suite is built around a central Evoke Repository that stores information developed by Axio and makes it available for other Axio products and for third-party data cleansing, movement and integration products. Other products in the suite include Axio Design, which designs staging and target databases and generates mapping and transformation specifications; Evoke Repository Navigator, an easy-to-use interface for accessing data from the Repository; Axio Import, which extracts and prepares data from data sources for profiling within Axio; and Axio FTM, which maps profiled data sources to existing e-commerce applications, data warehouses, and packaged CRM and ERP systems.
No. 506, www.ccsmag.com/freeinfo

Constellar Launches New EAI Solution
Constellar, a provider of enterprise application integration (EAI) solutions, has announced the launch of its new software solution designed to provide a comprehensive architecture for complete integration of an organization's systems and information, including e-business applications. The company's new e-Series solution aims to extend the benefits of integrating information from back-office applications, such as customer relationship management, portals and Web supply chains. The e-Series solution, which builds on Constellar's existing Hub 3.0 product, was designed to enable the movement, transformation and integration of data between applications and across all core business functions, both within the company and across the extended enterprise. It supports a broad spectrum of applications, including e-mail, fixed and wireless Internet, HTTP and XML, at the front end through to back-office systems such as Oracle, SAP, MVS/AS400, messaging, SQL, data warehousing and Siebel.
No. 507, www.ccsmag.com/freeinfo

Envision Telephony Launches Click2Coach
Envision Telephony, a developer of contact center solutions, has announced the launch of Click2Coach, a software solution designed to help contact center agents increase their overall effectiveness through a learning suite of tools designed to evaluate, motivate and train. Click2Coach, an extension of the company's SoundByte Enterprise quality monitoring product suite, offers versatile coaching tools and content delivered directly to the contact center agents' desktops via a customizable, browser-based window. The solution also blends automated call monitoring, recording and evaluation with the integrated coaching tools. Agents struggling to make the transition to multimedia communications continue to present a challenge to contact centers. Click2Coach was designed to combine both training and coaching to raise the success rates for agents learning to handle the new contact center environment. The product is comprised of three components: Click2Coach Supervisor, which allows the contact center supervisor to evaluate, provide feedback and coach; Click2Coach Agent, a knowledge portal on the agent's desktop that is viewed through a browser; and Click2Coach Trainer, a video training creation and delivery tool.
No. 508, www.ccsmag.com/freeinfo

RedCelsius Teams With Sun Microsystems To Offer E-Commerce Solution
RedCelsius, a CRM and e-commerce solutions provider, has announced an alliance to offer joint solutions in e-commerce, sales force automation and customer center management with Sun Microsystems. As part of the agreement, RedCelsius products will be deployable within broader Sun-based solutions. Sun Professional Services will implement the RedCelsius e-Business Suite and has been chosen as a premier provider by RedCelsius. The two companies plan to cooperate in delivering the solution sets through global sales channels. Initially, they will target the financial services, insurance and electronic commerce markets with the solutions, though they intend to move into other markets in the near future.
No. 509, www.ccsmag.com/freeinfo

WebDialogs Announces Service For Live Customer Interaction
WebDialogs, Inc., a provider of live customer interaction solutions, has launched its WebInteract 2.0 service targeted at business-to-business and business-to-consumer vendors and service providers that wish to enable live, integrated voice- and Web-based customer interaction. The WebInteract 2.0 service can help enable businesses to provide improved customer service and build long-term customer relationships by strategically placing contact buttons on their Web sites for customers, prospects and partners to obtain immediate assistance online. WebInteract 2.0 is being offered as a service, which can help companies more rapidly implement a scalable, cost-effective customer interaction solution that requires little technical integration.
No. 510, www.ccsmag.com/freeinfo

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