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July 2001
Siemens Enhances HiPath 5000
Siemens Enterprise Networks LLC announced Release 3.0
of its HiPath 5000 family of IP (Internet Protocol)
communication products. HiPath 5000 Release 3.0
enhancements include PBX features based upon the H.450
standard; native IP functionality; up to 1000 users
per domain with networking functionality for systems
accommodating more than 1000 users; interoperability
with legacy systems and support of many third-party
PBX integrations; and support for both Siemens and
third-party applications, such as call center
solutions and unified messaging.
www.hipath.com / Ph: +49-89 722-47228
VIPCenter 2.3 From Kovair
Kovair Inc. released version 2.3 of VIPCenter, its
collaborative Web-based platform that connects the
people, applications and processes for managing
strategic cross-company relationships. Enhanced
features include integrated desktop publishing;
content support for folder hierarchies; MS
Explorer-like navigation; simpler and faster wizards;
faster switching between multiple VIPCenters with a
new drop-down chooser; fully indexed and searchable
help, customized to each user's role in an account;
and integrated, roles-based access to CRM, ERP,
third-party and enterprise applications with a single
sign-on.
www.kovair.com / Ph: 877.621.6200
Responsys Opens The
Gateways
Responsys, Inc. recently introduced its Responsys
Gateway family of products, designed to allow
marketers to unify customer data from disparate
sources and apply that knowledge to highly customized
online marketing campaigns via Responsys Interact, the
company's interactive marketing application. The
intended results are online campaigns with higher
response rates that can be optimized on the fly based
on customer interests, response behavior and other
marketing variables. Four solutions comprise the
product family: Gateway for Websites integrates Web
site activities; Gateway for Data automates
synchronization of different customer data sources and
interactive marketing data; Gateway for Publishing
merges personalized user profiles and preference data
with online interactive marketing data; and Gateway
for E-Commerce provides marketers with immediate
access to purchase or conversion data resulting from a
promotional campaign.
www.responsys.com / Ph: 888-219-7150
Intel Constructs Converged
Communications Platform
Intel Corporation announced general availability of
the Intel Converged Communications Platform 2100. This
open standards-based, application-ready platform
supports a broad range of compatible telephony and
business software applications, peripherals and
services from multiple vendors on a single system,
allowing small to medium-sized companies to rapidly
and cost effectively expand their business
communications capabilities at any time. This provides
companies with an open migration path to more easily
and cost-effectively upgrade and scale their
communication solutions as business needs evolve. The
platform has an intuitive user interface and
capabilities for remote system management that can
reduce administrative costs and increase productivity
of system administrators. The platform is also easy to
install -- simply plug it in and get a dial tone. The
CT Media server software at the core of the platform
also enables customers to migrate to voice over IP
(VoIP) networking.
www.intel.com/network/iccp / Ph: 800-884-8337
Aspect On VoIP For Contact
Centers
Aspect Communications Corporation's Aspect IP
Contact Suite debuted recently. A suite of pure
Internet Protocol-based contact center products, it is
designed to enable businesses to conduct all customer
communications from voice and data networks over one
merged network. The new platform is geared for helping
businesses reduce infrastructure costs, reduce toll
charges, improve throughput and, as a consequence,
improve customer service. Practical ramifications of
the suite include the elimination of dedicated
telephony lines for remote sites/users, rapid
deployment of new contact centers without the need of
additional ACDs, central administration and easier
integration of other channels in the move toward
next-generation applications, such as streaming
personalized video to customers.
www.aspect.com / Ph:
408-325-2200
Epicor Bolsters ePortal
Information Gateway
Epicor Software Corporation released the next
generation of its ePortal product, Epicor ePortal 4.0,
a Web solution designed to allow customers access to
critical business data found in the e by Epicor suite
using a browser. ePortal is intended to provide
customers with a consistent and streamlined Web
gateway to aggregated information that resides both
within the enterprise (e.g., order status, financial
records and support calls) and beyond. This allows
customers to help themselves and lowers support costs
by reducing phone calls and e-mails into support
centers. Pre-built queries to Epicor's eFrontOffice
and eBackOffice Distribution and Financials are
designed for easier creation of a personalized portal
site. Common Internet tools allow tailoring of Epicor
ePortal to reflect a corporate identity and extend a
brand to the Web, and an enhanced, role-based login
for each customer helps protect sensitive data. Epicor
ePortal 4.0 also features Microsoft technology-based
architecture designed to provide seamless integration
with enterprise data.
www.epicor.com / Ph:
949-585-4000
Netkey Creator 5.0 Released
Netkey, Inc. unveiled Netkey Creator 5.0, a new
version of its software suite for kiosk application
design, security and integration. It offers an
enhanced development interface, "drag and drop"
integration with kiosk peripheral devices, and robust
support for complex multimedia graphics and video.
Interactive application features in Netkey Creator
provide URL restriction and control, operating system
and keyboard lockdown, touch-screen user interfaces,
multimedia welcome screens and controls incoming and
outgoing Web access. It includes an enhanced
application programming interface for more rapid
creation of kiosk applications. Developers can now
access JavaScript configuration tools, text editing
features and pop-up keyboard functions with the click
of a button. Netkey Creator also contains a tree-view
for properties of objects and for visibility of the
content being modified for the kiosk environment. A
30-day free trial of Netkey Creator 5.0 is available
for download from the Netkey Web site.
www.netkey.com / Ph: 800-443-7924
ACE*COMM Launches N*VISION GO!
ACE*COMM Corporation recently debuted the "rapid-deployment"
version of N*VISION, its data management and
warehousing platform. The new product, N*VISION Go!,
targets service providers and offers a rapid install
time of one to four weeks. N*VISION Go! is based on
ACE*COMM's N*VISION product, and uses relational
database, client/server and multi-tier technologies,
and real-time data acquisition and analysis
infrastructure for providing access to valuable
marketing information such as traffic flow statistics,
service profitability, usage patterns and grade of
service. Features include GUI-based entry for all
system parameters, configurables and real-time
tracking of call records; graphical representation of
traffic pattern statistics using data-mining GUIs and
reports; multiple statistical views for analysis and
reporting; alarm infrastructure that defines and
generates traffic-based threshold, system and call
alarms; and standard relational database management in
a multi-tier architecture with easy access through the
corporate WAN or Intranet.
www.acecomm.com /
Ph: 301-721-3000
Quicknet Offers USB VoIP Phone
Quicknet Technologies, Inc. recently presented "My
Internet Phone," a USB telephone for Voice over IP.
Users can make and receive calls while they are
online. The phone is equipped with a dial pad, a
microphone/speaker and Quicknet's Internet
SwitchBoard 5.0 software. Other features include
enhanced sound quality, compatibility with the latest
Microsoft Operating systems and the ability to work
behind firewalls. Telephony characteristics include
automatic gain control, software volume control,
G.711, G.723.1, PCM, H.323 audio, support for
international ring tones and is compatible with all
MicroTelco carriers.
www.quicknet.net
/ Ph:
415-864-5225
Connect-Care Adds Wireless
Connect-Care announced the wireless feature of its
mobile CRM Get Connected services. The mobile CRM
suite includes multiple points of connection for
customers needing to access CRM software on the move,
enabling users of laptops and PDAs to interact with
CRM data offline through Connect-Care's
synchronization feature. It provides a Web interface
for enabling Connect-Care's clients to offer data to
their customers and support personnel via secured
Internet access, providing real-time access to CRM
data across multiple geographic locations and allows
the mobile workforce access to CRM data anytime, on
any Palm OSR device.
www.connect-care.com
/ Ph:
800-680-6292
CELLIT Increases Flexibility Of
CIM Solution
CELLIT Technologies Inc. recently unveiled its thin
client interface to complement its existing
browser-based customer interaction software,
ContactPro. Using ContactPro's thin client
application, contact center professionals can create
campaigns, launch new services, manage operations,
monitor and coach agents, create reports and
administer all aspects of the center from any local or
remote location. Businesses are not required to load
software onto each individual agent's desktop, since
the software is platform independent and is accessed
via the LAN, WAN or Internet using any standard
browser. The thin client platform has the capacity to
integrate with CRM and other context applications in
either the server environment or at the desktop, so
businesses can obtain a complete view of the customer
at all touch points. Companies can leverage real-time
customer information and dynamically deliver a
personalized, consistent customer experience across
all interaction channels.
www.cellit.com / Ph:
305-436-2300
Copernic Enhances B2B Info
Management Product
Copernic.com launched a new version of its software
solution for businesses, Copernic Aggregator, a data
management platform that aggregates and integrates, in
a single location, diverse information sources from
the Internet, Intranets, Extranets and company
databases. The solution is integrated with the
security model used by the Windows NT and 2000
operating systems and is designed as a development
platform that preserves standard security norms,
confidentiality of information and the existing
architecture. Designed for rapid installation and
seamless integration, it is entirely customizable -- from
the information sources to be queried, to the user
interface. The administration tool included with the
platform is used to configure automatic search queries
and to create groups and user profiles for
personalizing the experience of each user. All this is
accomplished using a Web interface.
www.copernic.com
/
Ph: 418-527-0528
Zedent Provides Distribution CLASS
Zedent Systems, Inc. introduced Distribution CLASS
2.0, an enterprise-level customer interaction and
business management system. The product is designed to
integrate financial operations functions (accounting,
purchasing, inventory and warehouse management, etc.)
with customer interaction elements (quotes, credit
information, customer trouble tickets, return/exchange
orders, etc.). The Web-based software is designed for
any business with rigorous customer care and financial
tracking requirements. The integrated solution
includes modules for customer interaction, logistics,
accounting, supply chain activities and service. It
offers Web functionality for access and partner
collaboration, a range of security functions and is
designed to replace legacy systems with smooth data
conversions that are included in the cost of
implementation.
www.zedent.com / Ph: 800-516-0037
Fujitsu's Small Call Center
Solution Debuts
Fujitsu Business Communication Systems introduced the
IntelliCenter/CMS (Call Management System) Lite, a
scaled-down version of its IntelliCenter Call
Management System. It is designed for call centers
with up to 30 active agents, providing call routing,
real-time agent monitoring, supervisor control and
reporting attributes for managing incoming call
volume. Through its route table configuration and
control features, the system enables sophisticated
call routing and handling. Supervisors can control up
to 1,000 agent profiles and 30 skills groups.
On-demand and historical reporting features help call
centers monitor and analyze their call routing
procedures and their agent resources. The system
offers a wide range of user-defined summary reports on
an agent, skill group or pilot basis. Historical
reports can be automatically scheduled and generated
at intervals appropriate for the call center.
www.fbcs.fujitsu.com
/ Ph: 800-553-3263
[email protected] Strengthens Contact Center
Solution With Data Polling
[email protected], Inc. announced a major enhancement
to its [email protected] 4.0 contact center solution.
New Multi-Host Data Polling enables ASPs and enhanced
services providers offering contact center services to
poll their clients' databases through firewalls in
order to prioritize their subscribers' customers in
queue for every form of communication (phone, fax and
Internet) based on each customer's attributes and
each subscriber-company's priority routing rules. By
eliminating the need for subscriber data to reside in
the carrier or ASP network, companies can maintain
control over their customer data while providing their
service provider with dynamically updated information
about each customer's priority level. Service
providers can obtain the data they need for the
purposes of customer priority determination without
impacting on the privacy concerns of the subscriber
company. Multi-site enterprise call centers can obtain
customer priority and routing information from
databases without firewalls blocking access to
customer data, and single site enterprises can poll
and display data on agent desktops obtained from
third-party databases that live behind firewalls.
www.telephonyatwork.com
/ Ph: 858-410-1600
Call Center School In Session
The former management team and senior faculty of Call
(Contact) Center University, Penny Reynolds, Maggie
Klenke and Pamela Trickey, recently announced the
formation of The Call Center School. Based in
Nashville, Tennessee, The Call Center School will
focus on the development and delivery of training for
call center managers, supervisors and staff. The
company will provide standard call center courses,
customized educational programs and general call
center consulting. Courses will be provided through
classroom training, electronic instructor-led training
via the Web and "on demand" Web-based courses.
Initial course offerings run from introductory call
center topics to recruiting, hiring and workforce
management concepts.
www.thecallcenterschool.com
/ Ph:
615-812-8400
Presenter Presents iPresentation
Suite 3.0
Presenter, Inc., announced shipment of its business
knowledge delivery software application for
enterprisewide deployment. Previously offered as a
hosted solution, the iPresentation Suite 3.0
application is designed for installation on a company's
IT infrastructure. The product is a modular solution
for producing, managing and delivering business
knowledge via video or voice-narrated presentations,
and is intended to help enterprise-level organizations
maximize the selling capabilities of their sales
force, increase overall revenues and worker
productivity, and reduce training and traveling costs.
The application requires only MS PowerPoint, a network
connection and a telephone to create on-demand
presentations. No proprietary plug-ins, Java applets
or Active X controls are needed to create or view the
voice-narrated presentations. iPresentation Suite 3.0
also offers playback options via the Web, on mobile
devices (Pocket PC) or through the telephone.
www.presenter.com
/ Ph: 408-536-0510
Primary Knowledge Expands Hosted
Analytics Platform
Primary Knowledge, Inc. released DIRECT ACCESS,
designed to extend the functionality of the company's
hosted analytics platform by enabling clients to
access their Primary Knowledge data warehouse using
any third-party decision support or database marketing
application. Primary Knowledge integrates critical
data from various customer touchpoints (e.g., e-mail
services, ad servers, Web sites, transaction
databases, etc.) into a central data warehouse,
providing a unified view of customers. The product is
designed to allow clients to access their customer
data via a secure Internet connection using a wide
variety of popular software packages, including data
mining tools (such as SPSS and SAS) and campaign
management systems. The platform enables clients to
read, query, or extract data from the tables in their
data warehouse and ensures the security of those data
by encrypting all DIRECT ACCESS connections.
www.primaryknowledge.com
/ Ph: 212-233-2110
Contacteam Takes The Field
Contacteam, Inc., a provider of specialized call
center recruiting services, recently debuted.
Contacteam was established to provide recruiting and
employment solutions to call centers in both product-
and service-oriented industries. It recruits
professionals for inbound, outbound and blended call
center positions such as customer service
representative, order entry representative, team
leader, supervisor, director, trainer and dispatcher.
By specializing in the call center industry,
Contacteam is able to provide teleservices clients
with specific recruiting and employment services to
meet their dynamic needs. Some of Contacteam's
service offerings include specialized sourcing,
customized employment solutions, customized training,
human resources management and benefits
administration.
www.mycontacteam.com
/ Ph: 410-540-7000
Get-It From Peregrine For Employee
Infrastructure Access
Peregrine Systems, Inc. expanded its Employee
Relationship Management (ERM) solution with real-time
access to the corporate infrastructure and knowledge
base. At the core of Peregrine's ERM solution is the
new Get-It 2.0, designed as a comprehensive
application suite delivered through a personalized Web
portal. The solution connects employees to the
corporate infrastructure via a single point of access
at the desktop or on an array of mobile devices. The
secure, role-based access and event-driven workflows
in the Get-It product suite eliminate administrative
functions and automate transaction processes, enabling
employees to gain access to what they need to do their
jobs. The suite includes: Get-Resources, an employee
access requisitioning and e-procurement solution with
catalog management and approval workflow;
Get-Services, a self-service application that extends
the help desk and empowers employees to report/resolve
technical and non-technical issues; Get-Answers, a
knowledge management solution; Get-Reservations, a
reservations system that manages the use of common-use
enterprise resources and services (conference rooms,
offices in remote locations, etc.); and Get-Chargebacks,
a chargeback application that provides fiscal
management of enterprise services and assets.
www.peregrine.com
/ Ph: 858-481-5000
Upgraded Version Of E.piphany E.5
Features New Sales Component
E.piphany, Inc. announced Version 5.5 of its
integrated CRM solution, the E.piphany E.5 system.
Version 5.5 introduces E.piphany Sales, a direct sales
application that combines extensive operational sales
functionality with real-time analytics. The solution
is designed to enable sales personnel and managers to
obtain real-time customer information to accomplish
several critical tasks, such as accurately forecast
sales revenue, qualify leads, identify trends in the
pipeline, prioritize sales opportunities based on
value and identify cross-sell opportunities.
Configured for both connected and disconnected modes
of operation, E.piphany Sales is accessible via Web
browsers, remote laptops, wireless telephones, Palm
devices and other PDAs. The solution also synchronizes
with several popular contact management systems, such
as Microsoft Outlook and Lotus Notes. E.piphany Sales
is available in a zero footprint Web application for
connected users and a mobile Web client version for
remote users.
www.epiphany.com
/ Ph: 877-764-4163
ETC Data Under CustomerLinx
Banner
CustomerLinx Corporation, a company specializing in
Web-enabled, multimedia eCRM services, recently
acquired ETC Data Services, a provider of custom
solutions for customer service, fulfillment, database
development and data entry services. ETC Data Services
now operates under two separate divisions:
CustomerLinx of New York and CustomerLinx of
Connecticut. The acquisition broadens and reinforces
CustomerLinx's total interactive customer care service
offering.
Primus To Gain AnswerLogic
Primus Knowledge Solutions, Inc., a provider of
knowledge-enabling software, has reached an agreement
to acquire AnswerLogic, Inc., a Washington, D.C.-based
software development company. With the acquisition of
AnswerLogic's natural language processing technology,
Primus expects to strengthen its position in providing
software solutions for assisted service and Web-based
self-service. Under the terms of the agreement, Primus
will purchase AnswerLogic for 750,000 shares of common
stock.
NuVox Acquires WebBizApps
NuVox Communications, a facilities-based integrated
communications provider, acquired the 50 percent
interest in WebBizApps held by NuVox's joint venture
partner, Quilogy, Inc. WebBizApps is an applications
service provider that offers outsourced Web-enabled
business applications and IT services to small- and
medium-sized businesses. WebBizApps will operate as a
wholly owned subsidiary of NuVox.
Baydon Attains Human Dynamics
Dublin, Ireland-based Baydon Solutions, a provider of
software for the training and support industry,
reported the acquisition of Human Dynamics, Inc. (HDI)
of Overland Park, Kansas. HDI will serve as Baydon's
U.S. service provider. HDI began creating interactive
technology-assisted training in 1994. The companies
have been business partners for four years, Baydon
providing the technology and HDI the associated
services. The companies' existing customers are
expected to benefit as Baydon integrates its
Assistware technology and consulting services into one
consolidated offering.
SR. Teleperformance Gains
Market USA
SR. Teleperformance, a provider of multimedia CRM
contact center solutions, has acquired Market USA,
Inc. from the Halo Industries Group. Market USA
specializes in outbound and inbound contact center
services, eCRM and market research, and operates 18
contact centers in the United States and Canada. Its
client base includes enterprises in the insurance,
financial and telecommunications sectors. With this
acquisition, SR.Teleperformance continues to
strengthen its presence in North America, now
operating 67 contact centers in the region.
Alcatel Purchases IBM
Technology
Alcatel and its subsidiary, Genesys Telecommunications
Laboratories, Inc., announced plans to acquire IBM
Corporation's CallPath assets. CallPath is
computer-telephony software that integrates voice and
data communications in contact centers. Genesys and
IBM also announced an expanded relationship that
includes a joint solutions blueprint for contact
centers. Under the agreement, IBM CallPath employees
located in Research Triangle Park, North Carolina,
will be offered employment with Genesys. Genesys
intends to grow operations in this location and open a
development site in Research Triangle Park to work
more closely with IBM. Genesys intends to continue
support for CallPath customers, while IBM remains the
first point of contact for service under existing
agreements. Both companies will collaborate to provide
service and support for CallPath products. IBM and
Genesys will also dedicate resources to offer current
CallPath customers new contact center capabilities
through the IBM/Genesys solutions blueprint, which
describes an architecture for contact center solutions
using IBM products for unassisted service and Genesys
products for assisted service.
Platinum Completes Williams
Deal, Forges New Company
Platinum Equity Holdings LLC, a private equity firm
active in the acquisition and growth of technology
companies, completed its acquisition of Williams
Communications Solutions (WCS). Platinum will
integrate WCS and Milgo Solutions, another Platinum
Equity company and provider of networking solutions.
With headquarters in Houston, Texas, the combined
companies will operate under the new name of Nextira
and focus on the deployment of converged data and
voice solutions. The operation will deliver services
and solutions to enterprises, equipment manufacturers,
carriers, network service providers and government
agencies. The Milgo office in Sunrise, Florida, will
remain as a solutions support center and perform
sales, marketing and administrative functions.
Call_Solutions Closes OnPoint
Transaction
Call_Solutions.com, Inc. announced the acquisition of
OnPoint, Inc., a subsidiary of Platinum Equity
Holdings, LLC. OnPoint is a supplier of outsourced,
multichannel CRM solutions to clients in the travel,
financial services, government, consumer products and
healthcare industries. This is the sixth acquisition
for the company, formed by George D. Dalton in August
2000. With this acquisition, annualized revenues for
the company more than double, approaching $80 million.
The company employs approximately 3,000 people with
over 1,700 workstations in 18 U.S. locations. Through
its Partnership Center network, Call_Solutions
supports high-volume outbound/inbound customer service
calls, fax, e-mail and Web response services. Steve
Zollo will continue as president and chief executive
officer of the OnPoint Call_Solutions business.
Do You Measure Up? Measure-X
Can Help
Measure-X, a customer service consulting firm, has
entered the contact center and customer care
industries. Measure-X addresses customer service needs
through initial measurement of service levels,
customized employee training, employee recognition
programs and ongoing performance measurements to
determine if desired service levels are reached and
maintained. Through customer service evaluations, or "mystery
shops," calls are placed to the call center to see how
well a customer's needs are met. Measure-X also
surveys existing customers to determine why they do or
do not return to conduct more business.
Sonexis Takes Off
Sonexis, Inc., a new company created through the
combination of eYak, Inc. and Brooktrout Software,
Inc. (recently acquired by eYak), announced its
launch. Combining eYak's SoftTelephony technology with
Brooktrout's communication software products and
services, Sonexis will focus on delivering next-gen
voice solutions to enterprise customers and service
providers. Sonexis-powered applications include voice
portals for access to public information (e.g.,
weather, stock quotes, traffic information, etc.) and
Intranet voice portals for corporate information;
enhanced self-service applications; and voice-enabled
CRM applications used in most large enterprises.
"Top Of The World, Ma!"
ServingMinds, a Kathmandu, Nepal-based outsourcing
call center, recently added new contact management
applications designed to deliver reports on incoming
and outbound calls, call blending, queuing agents for
chat, automatic call distribution, Web callback and
inbound screen pops. The 50-seat call center recently
implemented Rockwell Electronic Commerce's Transcend
and Contact Interaction Manager products to meet its
ongoing service and support requirements. The platform
also provides multiple language support. The facility,
slated to expand to 200 seats, currently services
clients such as Thompson Nepal and Nepal Lever.
Nuance To Provide Design,
Production Services For Voice Apps
Nuance, a provider of speech recognition, voice
authentication, text-to-speech and voice browsing
products, unveiled a comprehensive set of design and
production services aimed at helping businesses build
world-class voice applications. The services range
from user and "persona" design to audio production and
recording services, and are intended to help companies
better understand user needs and create applications
that directly address those needs. These improvements
lead to shorter calls, lower costs and higher call
completion rates. The persona provides the consistent
character for the application, including the voice,
linguistics and non-verbal audio cues that aid the
user in navigating voice-enabled applications.
Personas can range from very businesslike and formal
(for applications like banking and stock trading) to
informal and conversational. They also provide the
basis for establishing or extending corporate brands
into customer interactions via the telephone.
Natural MicroSystems Name
Change
Natural MicroSystems has changed its name to NMS
Communications (NMS). NMS supplies essential
technologies for high-value communications systems,
including voice Web services and voice portals; eCRM
applications; packet voice and broadband access
services; and IP media servers for next-generation
enhanced services. NMS stated its mission is to lead
in the design, development and distribution of
hardware and software for the communications industry's
most advanced solutions.
New Identity For Interactive
Software
Interactive Software Systems, a provider of workforce
management solutions, changed its name to RightForce (www.rightforce.com).
The new name was adopted to reflect the company's
commitment to providing workforce management solutions
across the spectrum of multichannel applications,
including voice, e-mail, the Web and enterprise
activity. e-FORCE, the company's forecasting and
scheduling software, will also transition to the new
corporate brand with its release as RightForce 3.1.
Citing revenue growth in the workforce management
software to $1.2 billion by 2004, RightForce president
Howard Glass commented, "With our new brand, our
latest software release and the value we create
through our network-based platform, RightForce is
well-positioned to succeed in this market."
Menzies To Work Magic For
Web-Enabled Distribution
Magic Software Enterprises, a provider of application
development technology and business solutions,
announced it has been selected by John Menzies
Distribution (Menzies), a distributor of newspapers,
magazines and periodicals in the United Kingdom's news
industry, to help develop Continuum, Menzies' new
Web-enabled distribution system. Menzies controls
approximately 25 percent of the United Kingdom's
wholesale media distribution market. Continuum will
integrate Magic with Oracle Data Structures running on
Sun Solaris to provide enhanced quality service to
Menzies' publishers and retail partners, from
Internet-based customer inquiries through
administrative systems to a new communications network
designed to support Menzies' complete technological
infrastructure. In addition, Menzies plans to add
facilities for customer relationship management and
Web-based retail education.
Soffront Utilizes CosmoCom IP
Technology Solution
CosmoCom, Inc., a provider of new generation call
center platforms, announced that Soffront Software, a
CRM service provider, will use CosmoCall Universe as
the multimedia call center platform for TRACKWeb CRM,
Soffront's Web-based customer relationship management
application. The integration with CosmoCom's unified
IP-based call center solution is expected to allow
Soffront's users to manage all forms of business
communication (Web, e-mail, voice, video, chat and
wireless) and remote agent deployment and management.
ServiceWare Initiates Vertical
Markets Strategy
ServiceWare Technologies, Inc., a provider of
enterprise solutions for service and support,
announced its increased focus on the
telecommunications market. To maximize the market
opportunity for its eService Suite, ServiceWare has
identified the telecommunications market as the first
of several vertical industries that are particularly
suited for its knowledge management technologies for
customer service and support. ServiceWare's vertical
strategy includes an increased focus on internal staff
with vertical expertise as well as future industry
recruiting; marketing and product development for each
vertical; strengthened relationships with relevant
business partners; and the enhancement of customer
training curricula.
AVT Selects New Corporate
Identity
AVT Corporation, a provider of unified communications
and mobile business solutions, changed its name to
Captaris, Inc. and launched the next-generation of its
Infinite mobile wireless software product line.
Infinite Mobile Delivery Server extends the user's
desktop by making applications and information
accessible to mobile workers via wireless,
Internet-enabled mobile phones and devices.
Sutherland Named Solutions
Partner By Island Data
The Sutherland Group, Ltd., a provider of
Internet-focused customer relationship management
professional services, has been named an Enterprise
Solutions Partner by Island Data Corporation, a
solutions provider for the online customer service
market. The Sutherland Group will resell Island Data's
Express Response online customer service solution to
Sutherland customers as part of its offerings.
Sutherland will be certified in the installation and
customization of Express Response for providing
automated response capabilities that integrate with
other customer service solutions provided by The
Sutherland Group to its clients, and will receive
premium level access to training and support for the
Express Response solution.
RightNow Integrates Solutions
With eSupportNow
RightNow Technologies, Inc. and eSupportNow announced
a strategic alliance that incorporates RightNow's
Web self-service technology into eSupportNow's suite
of integrated, multichannel customer care solutions.
The companies' combined solutions are intended to
allow organizations to analyze their customer data and
support requirements for improved, more efficient
customer service. eSupportNow will incorporate
RightNow Technologies' customer support and
knowledge base design into eSP, the multichannel eCRM
platform supporting eSupportNow's outsourced,
co-sourced and hosted customer support solutions. In
addition, eSupportNow will offer solutions that use
RightNow Web to capture and leverage this information
within eSupportNow's Customer Analysis offerings to
improve the effectiveness and profitability of support
and marketing initiatives.
Motive Fuses Hipbone Connection
Collaborative browsing software provider Hipbone, Inc.
and Motive Communications, a provider of intelligent
service delivery software, entered into a sales and
marketing alliance in conjunction with product
integration initiatives. Under terms of the agreement,
Hipbone has become a Motive Product Partner and will
work with Motive on joint solution activities targeted
at the financial services, high-tech, manufacturing
and distribution and telecommunications industries.
ThinkDirect And Interactive
Integrate Products
Interactive Intelligence Inc., a developer of
interaction management software, signed a technology
licensing agreement with ThinkDirectMarketing, Inc. (TDMI).
The business-to-business applications service provider
will integrate its data capture software, TDM
DigitalData, with Interactive Intelligence's
Customer Interaction Center (CIC). The integrated
product is intended to enable contact centers to
append customer information to previously unknown
caller records prior to those records being "popped"
by the CIC application to an agent's computer screen
and provide call validation and updates for known
customer relationships. Productivity is expected to
increase by eliminating the need for agents to ask
customers for their names and account information.
TDMI will sell the integrated product to contact
centers, designer/manufacturers, telecom carriers and
interactive voice response and point-of-sale systems
integrators. The product is scheduled for release in
conjunction with the release of CIC version 2.0,
expected in the second quarter of 2001.
eOn And Witness Co-Marketing
Agreement
eOn Communications Corporation, a provider of unified
voice, e-mail and Web-based communications systems and
software, announced a co-marketing and integration
partnership with Witness Systems, Inc., a provider of
customer interaction recording, analysis and
e-learning software. The initiative will integrate
multimedia contact center solutions from eOn with
Witness' solutions to help heighten customer loyalty
by recording multimedia customer interactions to
ensure consistent, quality sales and service across
all channels.
PeopleSoft Steps Out With Sun
For E-Business
Sun Microsystems Inc. and PeopleSoft Inc. recently
announced a strategic alliance to deliver a scalable,
Internet-ready CRM solution intended to better serve
the communications and brokerage industries.
PeopleSoft CRM will fully integrate front- and
back-office departments and internal processes with
customers, suppliers and employees. The global
alliance will offer PeopleSoft's integrated
enterprise CRM solution on Sun's Solaris 8 Operating
Environment (OE) and Java technology-based platforms.
Sun and PeopleSoft will engage in joint sales,
services and marketing activities. The companies will
also collaborate on engineering efforts and work with
customers in Sun's iForce Ready Center locations to
create proof of concepts and develop architecture
blueprints in an enterprise lab environment.
PeopleSoft Consulting, Sun Professional Services and
preferred system integrators will provide
implementations.
CSG Taps Athene For CRM
Solution Partnership
CSG Systems, Inc., a subsidiary of CSG Systems
International, Inc. and a provider of customer care
and billing solutions to the communications industry,
and Athene Software Inc., a provider of CRM software,
announced a partnership to furnish communication
service providers with enhanced customer relationship
management tools. The solution is designed to
accurately predict customer behavior and proactively
recommend actions to prevent customer defections and
maximize revenues. CSG will integrate Athene's APT
Churn and APT Profitability software applications into
its core customer care and billing solutions, CCS/ACSR,
CSG.net and CSG NextGen. The end-to-end solution is
expected to offer service providers analytic solutions
that leverage consumer data residing within CSG's
core customer care systems.
ClientLogic, vCustomer Offer
24/7 Support
ClientLogic Corporation, a provider of customer
management services, and vCustomer Corporation, a
supplier of outsourced customer management solutions
in India, have formed a strategic partnership to
provide e-mail and live chat services from vCustomer's
contact centers in New Delhi and Mumbai (Bombay),
India for companies worldwide. ClientLogic selected
vCustomer as a partner based on its state-of-the art
contact centers, global network infrastructure and
management team. vCustomer's ability to quickly
scale off-shore service centers in Mumbai (Bombay) and
New Delhi and provide around-the-clock multichannel
support services is expected to provide a significant
competitive advantage for ClientLogic's clients.
Support.Com Shines For Siebel
Support.com, Inc., a provider of support
infrastructure software, has joined Siebel Systems,
Inc.'s Siebel Alliance Program as a Premier Software
Partner and has completed the Siebel Validation
Program. Siebel formally validated the integration
between Support.com's Resolution Suite version 5.0,
technology and infrastructure software designed to
help enterprises automate the support process,
identify problems and quickly resolve them. Siebel
Systems provides an integrated family of e-business
applications enabling multichannel sales, marketing
and customer service systems, call centers, field,
reseller channels, retail and dealer networks. The
integrated solution supports desktop users as well as
mobile users whose computing devices are wirelessly
connected to the network.
APPower! Alliance! Magic!
APPower!, a provider of dynamic communication channels
inside software applications, has entered into an
agreement with Magic Software Enterprises to integrate
APPower!'s "user relationship management" (URM)
technology within the Magic application development
environment, eDeveloper. The integration is intended
to create marketing, information and support
communications channels for building stronger
relationships with end users of the eDeveloper product
by providing a combination of highly focused and
consistent multimedia, information messaging and
content delivery. This marks the first commercial
shipment of APPower! version 3.0. The deal also
includes provisions for offering APPower! to Magic
Software's channel partners to take advantage of
revenue producing resale opportunities in the future.
Active Voice Expands
Distribution Channels
Active Voice, Inc., a provider of unified messaging
and computer telephony software solutions, entered
into a distribution agreement with NETXUSA, a
value-added distributor of computer-telephony
integration (CTI) solutions. NETXUSA will distribute
Active Voice's Repartee, PhoneSoft and Lingo voice
messaging systems to its reseller base.
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