February 25, 2005

CUSTOMER WINS IEX has announced that SITEL GmbH, a provider of outsourced customer support services, has selected IEX TotalView to streamline operations in its German contact centers. The company will use the workforce management solution to develop shift models and lessen administrative duties, which will help enhance service quality. Verint announced that The Orange Group, a division of France Telecom Group, has chosen Verint's ULTRA solution to help boost the level of service it delivers to its customers in 10 contact centers in France. The solution will equip the Paris-based mobile communications company with the ability to capture every customer interaction and obtain the needed information to increase productivity while improving agents' skills. NuTech Solutions, a predictive-analytics provider, has announced that Beiersdorf AG, a cosmetics and healthcare company, uses its data mining and optimization tools--the ClearVu Formulations engine--to discover new product formulations while reducing product development time. Models predict characteristics of suggested ingredient and quantity combinations, automatically excluding unrealistic experiments and considering nontraditional approaches. IN THE NEWS WebSideStory has reported fourth quarter 2004 revenue of $6.53 million, up 14.6 percent from third quarter 2004's showing of $5.7 million. Fourth quarter 2004 net loss per share was 4 cents, including stock-based compensation expenses of $193,000 and a one-time, noncash constructive dividend of $1.4 million resulting from repayment of its redeemable preferred stock prior to the maturity date. The company's annual 2004 revenue was $22.6 million, a 38 percent increase over 2003's $16.36 million earning. The company's net loss per share for 2004 was 13 cents. Onyx Software has announced fourth quarter 2004 revenue of $14.9 million, compared to its third quarter 2004 revenue of $13.7 million. Its reported net loss for the fourth quarter was $1.4 million, or a loss of 10 cents per share, which includes severance of $1 million primarily related to executive changes previously announced, a $0.4 million impairment of a minority investment acquired in 1999, and a change in the value of previously issued warrants of $0.2 million that partially offset these charges. The company posted 2004 yearly revenue for 2004 of $57.6 million, compared to $58.4 million in 2003. Reported net loss for 2004 was $2.8 million, or a loss of 19 cents per share, compared to a loss of $6.2 million, or 46 cents per share in 2003. SAP and IBM have partnered to deliver case-management solutions for the global social services and social security arena. The agreement incorporates SAP's social services and social security offerings with IBM's integrated Case Management solution, delivering a single view of a constituent across programs and providing integrated tools to support data intake, screening, and service and benefit eligibility. ON THE MOVE M-Tech Information Technology, an identity management solutions provider, has promoted Ilija Stankovski to vice president of solution delivery. Stankovski, who will now assume responsibility for product support and professional services, has worked for the company for three years as its technical services manager. Additionally, the company has promoted Paul Schermerhorn to the post of vice president of engineering. Schermerhorn previously led the company's product development and engineering over the past three years. Related articles: Contact Center Vendors Optimize Their Own Performance Leading Providers Team to Create a Web Analytics Association