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November 1999


E-Commerce Vendors Establish Consortium
eGain Communications has announced that it has joined with other e-commerce companies to form the strategic Internet Commerce Council (iCC) for the National Retail Federation (NRF), a retail trade association. The iCC will help NRF members evaluate e-commerce technology choices for e-retailers through educational events and information sharing-activities. eGain has been designated co-chair of the new council. Other founding members of the iCC include BeFree, Inc. (also a co-chair), IBM, Intel, Netcentives, Net Perceptions and Oracle. The iCC will help retailers that are solely Web-based as well as traditional retailers that are creating a Web presence. Through education, roundtables and networking, the council will help provide an effective forum for NFR members to get information about the technology of e-commerce. It will work closely with the NFR?s Internet Retailing Advisory Council (IRAC), which is focused on online marketing and merchandising issues.
No. 501, www.ccsmag.com/freeinfo

HP And Oracle Announce Model For Business-To-Business E-Commerce
Hewlett-Packard Company and Oracle Corp. have announced a series of agreements aimed at expanding the companies? ability to jointly develop and deliver Oracle Internet solutions on the HP platform. By using Internet-enabled technology from both companies, Oracle?s and HP?s sales environments will be linked via the Internet, allowing the companies to collaborate on joint sales opportunities to expand the market potential for both companies? technologies. Under the terms of the agreement, HP will use and co-sell the Oracle sales component of Oracle?s CRM software suite; Oracle will make HP-UX a strategic development platform for all of Oracle?s e-business software applications; Oracle will pre-configure and tune its Business OnLine offering on HP systems; and HP will expand its CRM consulting capacity to deploy Oracle?s solutions sold on HP systems.
No. 500, www.ccsmag.com/freeinfo

PeopleSupport.com Helps Companies Gear Up For Holiday Season
PeopleSupport.com is an online customer service and support company designed to help Internet-based businesses retain customer loyalty. The service provides outsourced customer care functions so companies can focus on their core competencies and eliminate worries about customer contact. PeopleSupport.com representatives answer consumers? questions through live chat directly on the e-business? site. It is felt that this type of response to customers? queries will encourage them to remain on a site and shop. PeopleSupport.com employs what it calls eReps, or customer service agents specifically trained in Internet-based customer support with additional training in the customer company?s products and services.
No. 502, www.ccsmag.com/freeinfo

eLoyalty Brings To Market Loyalty Suite 4.0
eLoyalty has announced new multichannel capabilities in its Loyalty Suite. These new features were implemented to allow companies to integrate the Web with traditional customer relationship management channels to create a multichannel solution. The integration was designed to help companies deliver a consistent customer experience across all channels. The Loyalty Suite also includes new measurement capabilities that help companies measure the effect every interaction has on customer loyalty. The product?s multichannel support is a result of its new Loyalty Channel Influencer component, which allows companies to ensure they handle each customer interaction across all customer interaction points, including the Internet and e-mail. The Suite also includes the new Loyalty Outcome Manager and Loyalty Warehouse components, which enable companies to measure and report on information about each customer. Companies can define a customer?s situation, such as an inquiry, product purchase or problem; create rules for the actions that need to take place to recognize that situation; execute those actions across all company access/interaction channels; and report and measure on the effect the actions have on customer loyalty.
No. 503, www.ccsmag.com/freeinfo

Inference Releases k-Commerce Support Enterprise
Inference Corp. has released its k-Commerce Support Enterprise, a Web-architected customer service and support solution designed to replicate the experience of the best customer service representatives to provide fast and accurate customer care. It features a scalable n-Tier architecture, which allows components to run on either one server or many; multilanguage case-base support technology that can automatically translate case-bases into multiple languages; and knowledge gateways to access external data. k-Commerce Support Enterprise can connect to Lotus Notes and Microsoft Server through knowledge gateways and relay information from existing sources, such as support libraries and product development databases, to support agents and customers.
No. 504, www.ccsmag.com/freeinfo

IA Corporation Acquires @Work Technologies
IA Corporation, a provider of information commerce software for the Internet, has announced the acquisition of @Work Technologies, a New York-based provider of advanced document distribution and electronic commerce applications which use Java and other Internet-based technologies. IA?s intent is to position itself to capitalize on the growing ?e-presentation? marketplace. @Work is the developer of WorkOut, a system for distributing computer-generated documents over the Internet and private Intranets.
No. 505, www.ccsmag.com/freeinfo�

1Point Commerce, Ltd. Develops Global Commerce Model
1Point Commerce, Ltd. has developed a ?Global Commerce Model? with online negotiations. The new model was designed to narrow the gap between face-to-face negotiations and e-commerce, provide companies with a Web presence without a home page and level the field for smaller companies to compete with large corporations in world markets. Companies can negotiate trade deals online accurately and in near-real time. To negotiate online trade deals, member companies enter the quantity they need and the price they are willing to pay. Parties to a trade deal can counter offers until both parties accept and confirm acceptance of all terms and conditions. The negotiation history page of each party is saved on a secure server and can be viewed only by the parties involved. Once a deal is successful, payments are made according to the agreed payment terms, usually through letters of credit or other types of payment.
No. 506, www.ccsmag.com/freeinfo

OrderFusion Introduces Orders Of Magnitude 3.0
OrderFusion, a provider of electronic commerce order management and fulfillment tracking software solutions for business-to-business companies, has announced Orders of Magnitude 3.0. The company?s suite of electronic commerce applications focuses on the synchronization of all marketing touch points to the customer: the Web, call center and other sales channels. Version 3.0 offers extended buyer-dependent selling capabilities, cross-site navigation tools, extensive ?hot product? displays, customer segmentation and the ability for companies to offer complementary or multiproduct bundles that solve a problem. Additionally, Version 3.0 was designed to leverage legacy system infrastructure by complementing existing order management, other back-office applications, such as inventory management, and front-office applications, such as customer relationship management or contact management.
No. 507, www.ccsmag.com/freeinfo

Young America Corporation Partners With GotSavings.com
Young America Corporation, a customer interaction, fulfillment and teleservices company, has entered into a strategic partnership with GotSavings.com to assist in maximizing clients? marketing activities via the Internet. Young America will act as the sales and account management arm for GotSavings.com and will have exclusive rights to market the technology. GotSavings.com is an online rebate service that allows manufacturers to directly reach consumers as they shop online. The rebate service helps provide a convenient way for consumers to find and use rebates online and presents targeted promotions to consumers at the point that they are making buying decisions.
No. 508, www.ccsmag.com/freeinfo

netDialog And Eggrock Team To Implement E-Service Solution
netDialog, Inc., a player in the online customer management market, and Eggrock Partners, a systems integration firm that specializes in delivering e-business solutions, have announced an alliance. The cooperation will allow the two companies to implement personalized e-service solutions for e-businesses looking to differentiate themselves through customer care. netDialog will provide its OCM System for e-service, and Eggrock?s professional service organization will implement the netDialog software application suite to meet the needs of customers. netDialog?s OCM System was designed to delivery timely and accurate results using whichever communication channel the customer prefers, including personalized self-service, e-mail, voice and live interaction. The system continuously synchronizes data from e-commerce and enterprise applications and uses the extended enterprise to deliver real-time customer care.
No. 509, www.ccsmag.com/freeinfo

IET Debuts ClickSchedule
IET has introduced ClickSchedule, an e-commerce scheduling tool designed to schedule online product delivery, installation, service and consulting. IET is a developer of software solutions that help enable customer-driven organizations to provide better service through intelligent resource optimization. While books and CDs can be sent via ordinary mail, many e-commerce applications require the consumer to be home in order to receive the product or service. For these applications, ClickSchedule was designed to enable consumers to schedule appointments online to receive the required products or services at a specific time. ClickSchedule automatically assigns calls to delivery resources and plans their schedule and route to optimize use while conforming to company-specific business rules. These rules cover a range of factors, including skills, availability of products and/or needed spare parts, contractual agreements, geography and travel time.
No. 510, www.ccsmag.com/freeinfo

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