November 30, 2004

CUSTOMER WINS Verint Systems, a provider of software solutions for communications interception, video security, and BI, announced that Delaware Investments has selected Verint's ULTRA Intelligent Recording solution to support the company's customer service initiatives. The new program will capture customer interactions and extract intelligence from telephone, email, chat, or agent-assisted contacts. Users can access all customer data through ULTRA's Web-based desktop portal. The new application is designed to enable enterprises to learn from customer contacts and adapt accordingly. Kalido, a data warehousing software provider, announced that Owens Corning, a provider of building materials systems and composite systems, has implemented a BI initiative powered by Kalido application suite. The new software will enable Owens Corning's Information Access Project to examine processes that impact gross margin. The application suite will also give insight into global operations and practices. NEW PRODUCTS Cincom Systems announced the latest version of its customer experience management software, Synchrony 5.1. The new release will significantly reduce the cost of implementing Synchrony Enterprise. Significant enhancements include Jboss O, an open-source application server, allowing companies to build nonproduction environments, and Intel NetMerge O, a telephony middleware technology that is designed to give high-quality phone interactions anywhere. ON THE MOVE Salesforce.com announced the addition of Edmund Ang to the company's executive team. He will serve as senior vice president and general manager, Asia Pacific. Ang will be responsible for leading Salesforce.com through the company's Asia Pacific expansion and into India, where there has been a high demand for enterprise-class CRM. Ang joins Salesforce.com from Genesys, where he served as senior vice president from 1999 to 2004. Ang has also held executive roles with IBM, Oracle, and Unisys. NetSuite announced it will lease more than 40,000 square feet in Mississauga, Ontario, to accommodate growing sales in the region. Steve Frappier has been appointed NetSuite's director of sales for its Canadian operations. Frappier joins NetSuite from Oracle. Walker Information, a global provider of customer loyalty management, has named Brad Harmon vice president of consulting services. Harmon joined Walker in 1996 as an intern in Walker's call center. He was most recently a director, conducting global customer loyalty research for technology firms. Related articles: The Effect of Corporate Misalignment on ROI