New Product Spotlight: March 24, 2004

Siebel Systems announced a global partnership that will combine its CRM solution with Eontec's multichannel customer banking suite. The joint solution will provide retail banks with a single view of both transaction and customer information across all distribution channels, enabling banks to cross- and upsell products and services within the branch network, via call centers, and across the Internet. The Siebel-Eontec solution will also provide organizations with a single interface for service requests, contact management, referrals, and transactions. UniPress Software released FootPrints for eService, a Web-based solution designed to track and manage large volumes of trouble tickets and customer service requests received from multiple channels, including phone, Internet, email, Web chat, and wireless devices. The solution includes built-in self-service, knowledge management, live e-support, email management, and reporting capabilities. It also enables customers to search custom knowledge bases and FAQs to resolve issues without an agent, and to submit and track requests via Web and email. Dow Jones & Company has launched the Dow Jones Wealth Manager, a solution developed in alliance with Client Dynamics. The solution intends to give financial advisers greater knowledge of their clients' goals and interests, allowing them to generate more relevant calls and emails. After advisers profile clients and prospects, the browser-based application continuously maps Dow Jones's news and information to these personalized profiles. Firms also will be able to integrate proprietary research into Dow Jones Wealth Manager, and link it to key client profiles and holdings. FrontRange Solutions has made available QuickAddress for GoldMine, a new interface for GoldMine users that requires only minimal or partial address details to search and return a full address. The technology is designed to help businesses capture customer information faster and more accurately by using simple search methods, avoiding typing and spelling errors, and recognizing old postcodes after they are updated. Nuance launched Nuance Voice Platform 3.0, an upgraded version of its speech-optimized platform. The solution includes the new Nuance Application Environment Nuance V-Builder, a graphical, drag-and-drop application design-and-development tool, and Nuance V-Server, a run-time environment for the deployment of voice applications. The technology features one-click VoiceXML code generation, unified management and reporting capabilities, built-in speech application design, and transition from touch-tone to voice automation. Envision Telephony announced a partnership with SIVOX Technologies to provide integration between SIVOX RealCall and the Envision eLearning product, giving contact centers additional training options for agents. SIVOX RealCall and the Envision Performance Suite will allow contact centers to record an interaction, create a simulation training clip, publish it to Envision's learning management system, and then send it to the agent during slow call volume times. Avolent, a provider of financial relationship management (FRM) software, unveiled BizCast 5.4, the newest version of its solution for online invoicing, payment, dispute management, and reconciliation. The technology features a suite of more than 20 predefined adapters for integrating with enterprise application, EAI middleware, and open standards. Real-time integration also enables the redeployment of customer data and business rules into customer-oriented applications, such as reconciliation between invoices and proof-of-delivery.