March 23, 2005

CUSTOMER WINS Nuasis, an IP contact-center company, will provide Trover Solutions, a recovery services company for the insurance industry, with Nuasis NuContact Center. The IP-based Nuasis system has built-in CTI and IVR, and will allow Trover to provide more consistent customer service by integrating phone, email, and Web collaboration sessions on a single platform, according to the company. eGain Communications will implement eGain Mail for Xdrive, a provider of Internet storage, to respond to a growing volume of email inquiries from its customer base. Marqui has partnered with TechFoundation, a nonprofit organization that delivers technology expertise and capital to help other nonprofit organizations serve humanity. As a result, Marqui's software-as-a-service (SaaS) will now be available through TechFoundation's TechMarketplace, a business-to-nonprofit program that provides discounted and donated technology hardware and services to nonprofit organizations. Organizations and member-based associates will use SaaS to increase awareness, communicate with members and raise funds. IN THE NEWS John Laurino announced the launch of Proposal Software, of which he will be CEO. Proposal Software was spun from Westport Software Group to solidify the company's role as a provider of RFP and RFI management software. Proposal Software's flagship product is Proposal Management and Production System, or PMAPS, designed to meet the sales and marketing requirements of RFP teams. DMA has partnered with DoubleClick to conduct a survey designed to create benchmarks for multichannel marketing campaigns. The project will track ad spending revenue, direct response advertising, and marketing strategies. ON THE MOVE Opus Group has named Gus Agusti to the position of vice president of development. Most recently, Agusti was founder and CEO of RightForce. He will guide the company's Opus Suite Performance Analytics suite. NEW PRODUCTS IBM released FairUCE (Fair use of Unsolicited Commercial Email), a new program that uses identity management to identify whether messages are arriving from a zombie computer (one taken over by outside software), a robot email device, or a legitimate email server. FairUCE also blocks and eliminates email from spam filters that assume false identities. The program is designed to minimize threats from spoofing. Related articles: Leading Providers Team to Create a Web Analytics Association Common vocabulary and government advocacy lead the agenda Who's Answering the Phone? Customer service strategies are necessary throughout an organization, not just in the call center.