New Product Spotlight: March 31, 2004

Genesys introduced the Genesys Voice Platform: Developer Edition, a development system for building VoiceXML 2.0-based applications. The solution delivers self-service applications for instant access to Web-based information using natural voice commands. It also allows for the creation of applications and test integrations with back-end systems like databases, mainframes, as well as applications like enterprise resource planning, CRM, and sales force automation. Harte-Hanks released Harte-Hanks NexTouch Advanced Reporting, a new Web-based query tool allowing clients to query and analyze their inventory and order data in an online analytical processing environment. The solution delivers the ability to manage report distribution from a single, central location, and to use presentation-quality reports in a variety of formats. It integrates order, lead fulfillment, inventory, and other customer marketing data to help define campaign strategies, track results, and calculate ROI. Innovative Systems launched Synchronos, a new enterprise customer information solution targeted to maximize ROI from existing application systems. The solution provides a centralized master registry with a synchronized, application-specific customer view overlay created by combining customer information from application systems across the enterprise. OneSource Information Services announced the launch of a new initiative designed to improve the accuracy, timeliness, and completeness of its business content. Through automated monitoring, parsing, and tagging of news, content vendor management, corporate Web-site reviews, primary research, and rapid data correction, OneSource now offers customers enhanced updating processes related to market events like executive changes, mergers, acquisitions, and bankruptcies. Interface Software released three new modules designed to enhance the CRM functionality of its InterAction technology: InterAction Matters, to consolidate and integrate information with Relationship Intelligence; InterAction Opportunities, to track and manage referrals or acquisitions; and InterAction Engagements, to streamline communications. The modules automate internal business processes relating to managing matters, engagements, deals, distribution lists, and sales pipelines. Firstlogic introduced a new version of its IQ Insight data profiling and analysis solution. New profiling capabilities include heterogeneous database comparisons (for viewing multiple disparate databases simultaneously); generic pattern detection (to identify generic string patterns, count their frequency of occurrence, and graphically plot their distributions); duplicate column analysis (for comparison of multiple columns to determine similarity percentages); and pattern recognition of personal names. Empirix launched version 5.0 of its Voice Watch voice application monitoring service. The technology includes the new Voice Watch Call Quality (to measure end-to-end call clarity from a caller's perspective), and a Call Recording component (which allows users to record every test call for troubleshooting purposes). The solution is designed to provide organizations with an understanding of call connection, prompt accuracy, host response times, CTI call-variable delivery, screen pops, and voice quality.