January 10, 2005

NEWS IBM has acquired SRD, an identity resolution software provider, to enhance the former's Information Management software. SRD's operations will be integrated into IBM's Information Management software organization. The deal will strengthen IBM's BI and analytical capabilities--SRD's technology provides organizations with a view of individuals and relationships in real time, and helps to uncover potential business relationships. SRD's products will be immediately available from IBM. Aberdeen Group has released a report that illustrates how best-in-class companies use their contact centers to enhance their revenue. "Proactive Service: The Next-Generation Contact Center," based on responses from more than 130 executives overseeing customer support and contact operations across industries, contends that by effectively managing data, knowledge, and technology, best-in-class companies are better able to drive their contact centers to support long-term customer loyalty and value, which spurs direct and indirect growth. Survey results also indicate that these companies do not force service agents to take on a selling role that they are not trained or qualified for. Additionally, best-in-class companies have integrated their customer service, including their contact centers, more closely with their sales, marketing, and other customer-facing operations, according to the report. For those organizations looking to become best-in-class companies, Aberdeen suggests developing contact center KPIs that extend farther than cost, capturing the indirect contribution of the contact center, and augmenting labor with technology, while being cautious on outsourcing. NEW PRODUCTS Software On Sailboats, a sales-automation software provider, has announced the fifth version of its Sales Manager suite. The suite, which includes Desktop Sales Manager, Pocket Sales Manager, and Template Manager, is geared toward mobile sales teams in SMBS, and is built around Microsoft Outlook. ON THE MOVE Jacada has appointed Tzvia Broida, as CFO. Since March 2000 Broida has served as vice president of finance. He assumes the role previously held by Bob Aldworth, who is leaving the company. Prior to joining the company in August 1995, Broida served as an accountant at Yehuda Ehrlich & Partners and Vexler, Kodenzick & Partners. CUSTOMER WINS LexisNexis and Interface Software have announced that Burns & McDonnell, an engineering and construction firm, has chosen LexisNexis InterAction to track and manage corporate relationships. Prior to InterAction, the firm used an in-house developed, central database that was challenging to access, which made it difficult to identify possible connections. With the solution, however, Burns & McDonnell plans on strengthening its corporate social networking and capitalizing on cross-selling opportunities. Cole Systems, a system-integration firm, has announced that the New York State, Pennsylvania, Hoosier, and Kentucky Lotteries have selected Cole Systems' OrderPad Enterprise mobile sales force automation software. The solution delivers a device to field representatives that provides them with a knowledge base to increase sales while in the field, while allowing managers to do real-time tracking of field sales professionals' activities. Additional features include digital ink and ink-to-text recognition. Related articles: LexisNexis Acquires Interface Software New Product Spotlight: May 19, 2004