February 1, 2005

CUSTOMER WINS Kanisa announced that Novell has selected Kanisa Expert Forum for its peer support environment. The addition marks the completion of Novell's customer support infrastructure, which features Kanisa Support Site for self-service, Kanisa Support Center for customer agents, and Siebel for CRM. Novell will use Expert Forums to enable customers to help each other while providing the support team with feedback. Cincom Systems announced the Cincinnati Zoo and Botanical Garden has signed a three-year contract for Cincom's Synchrony customer experience management solution to improve its member and donor relationship-management programs. The zoo will implement Synchrony On-Demand, a hosted version of the software, by early March to support the spring membership drive. With the implementation, the Cincinnati Zoo is expecting smoother membership processing and call handling. BellSouth has selected enhanced IP contact center and speech solutions from Nortel Networks for deployment in 22 locations across nine states. Bell South is migrating to Nortel's latest Internet Protocol contact center solution to create end-to-end customer contact centers to better serve its customer base of more than 21 million access lines and 2 million DSL customers. Ascential Software, a provider of enterprise data integration, today announced that Inter-American Development Bank (IDB) has selected Ascential DataStage to populate and maintain its enhanced enterprise data warehouse. Ascential DataStage will enable IDB to access and integrate large volumes of analytical and transactional business data into asset and risk management. RightNow Technologies announced that Linksys, a division of Cisco Systems, has selected RightNow CRM 7.0. The deployment will include RightNow Sales, RightNow Service, and RightNow Marketing. Additionally, Linksys will deploy RightNow in 10 languages to five contact centers located in North America, Europe, and Asia to improve customer experience and staff productivity throughout its global technical support operations. IN THE NEWS SAP announced that it has purchased DCS Quantum, a vehicle dealer management system, from DCS Automotive. DCS Quantum will integrate into the SAP for Automotive industry solution set as SAP Dealer Business Management, expanding SAP's software offering in automotive sales and services. Based on mySAP ERP, the solution is designed to enable vehicle importers, distributors, dealer groups and, independent dealers to consolidate and improve sales and service processes. Interface Software, a recently acquired subsidiary of LexisNexis, and Onset Technology, a developer of enterprise access software for wireless handheld devices, announced a partnership to provide integration between InterAction and METAmessage. With this integration users can easily access and update InterAction Relationship Intelligence in real time, directly from their BlackBerrys. LexisNexis is a provider of legal, news, and business information services. NEW PRODUCTS Autobase announced the release of Autobase Loyalty Center. The most recent addition to the Autobase product suite is specially designed for the business development or customer care center. The Autobase Loyalty Center is designed to enable dealerships to find, market, and maintain loyal customers. Related articles: RightNow Announces a Major Extension to its CRM Suite Daily Dispatch: January 25, 2005 Novell's New Analytics Engine Enhances Its Service