New Product Spotlight

Chordiant Software has announced the immediate availability of Chordiant Enterprise Contact Center. Chordiant says its Enterprise Contact Center solution reduces operational costs and staffing expenses by automating and managing key business processes within the contact center, from the initial point of customer contact, through to the core transactional systems and multiple data stores. This provides contact center managers with the ability to handle fluctuations in activity with optimal staffing, while maintaining quality service levels as business conditions change. For example, during times of low call volumes, all customers may receive verbal cross-sell offers. However, during times of high call volumes, only high-value customers may be targeted to receive verbal cross-sell offers, the remaining customers being managed by sending the offer by email. IPhrase Technologies, a provider of self-service software, has released One Step 4.5, an integrated self-service search and navigation platform. One Step 4.5 is built on an architecture designed for the full range of self-service applications across the enterprise, including customer service and support, commerce, and partner and employee support. The product can also be easily customized for more personalized usability, according to the company. NetLedger this week introduced Marketing ROI Manager, a new capability that allows businesses to track marketing campaigns from lead generation through to customer billing. The new capability is integrated with NetSuite's Real-Time Dashboard allowing finance, sales, marketing, and company executives to instantly view marketing campaign costs, results, and ROI, according to NetLedger. In addition, the automatic lead-to-sale tracking allows real-time, ad-hoc and ongoing measurement of marketing effectiveness, including which campaigns have the best conversion rates, which messages have the highest conversion rates, which mediums result in the best conversion rates, what purchased email lists and search engine key words perform best, what specific pricing and product promotions resulted in the most sales, and which email messages have the highest click-through rates. KANA has announced the integration of Banter Server into KANA Response. The combined technology aims to allow for more effective and cost-efficient responses to customer inquiries by combining natural language understanding capabilities from Banter with KANA's email response management application, according to the companies. InstantService, which provides customer communication solutions, is releasing InstantService 3.5, the latest version of its integrated chat, email management, and self-help services. The release includes end-user customer localization support of Asian and other international characters, in addition to the following improvements: agents can now handle up to 10 concurrent chat and/or email sessions; time stamps for messages in the agent room; new configuration and customization options for the customer transcript; improvements to the exit survey report, including customer ID and agent name information; and new reports for missed chat activity. Surado Solutions this week announced the release of its Surado Enterprise Integration for Microsoft Exchange. The product seamlessly synchronizes Surado Enterprise CRM Solution and Microsoft Exchange Server 2000, according to Surado. By synchronizing, history activities are automatically created from email messages sent and received (through Microsoft Outlook) using Exchange, as well as synchronizing Outlook calendar events and contact records. This synchronization can be set to run continuously at regular intervals for any or all three types of data, or performed manually to include messages and/or records within a specified date range, according to the company.