The Week in Review: April 2, 2004
MapQuest provides new telephone access to its services; retail industry analyst Paula Rosenblum joins Aberdeen Group; Phoenix Technologies implements Salesforce.com; and more.
Posted Apr 2, 2004
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In the news... MapQuest, the online location-based services and solutions company, announced that it will use NetByTel's Voice Locator voice self-service capabilities for its location technology applications. The initiative will give customers telephone access to its services, and enable callers to search for the closest businesses, products, and services via speech recognition. Callers will be able to search by phone number, zip code, address, intersection, or city/state combination. Call centers can integrate the MapQuest/NetByTel technology into their current call flows. TuVox, a provider of conversational voice response applications (CVR) for call centers, and Softel, a developer of call center professional services, announced a partnership to deliver packaged CVR. Softel will use TuVox CVR to develop and deploy conversational speech applications that support both the VXML and SALT standards. The CVR platform comprises tools, reporting, and live-agent integration components. Deals of the week... Phoenix Technologies has chosen Salesforce.com Winter '04 for its worldwide marketing, sales, and customer service organizations. According to Phoenix CIO Cliff Bell, the solution "delivers [capabilities] in local languages, which is particularly important for our company, because we do more than half our business outside the [United States]." Intentia Americas announced that Propper International, a manufacturer of uniforms and high-tech specialty apparel for the U.S. Department of Defense, has implemented Intentia's Web-based e-Sales solution. The Weather Channel Interactive has selected Coremetrics to provide on-demand Web-site analysis for its Web site, weather.com, to target online ads more effectively, increase Web-site registration conversion ratios, and improve site usability. Trillium Software, a division of Harte-Hanks, announced that The Carphone Warehouse in the United Kingdom has implemented its Trillium Software System Version 7 and Discovery solutions. Executive changes... BeNOW, a database marketing services provider, has appointed Paul Weiss vice president and Gregory Pike as director of its Strategic Services Group. Weiss has held positions at S&H Solutions and Harte-Hanks; Pike also comes to the company from S&H Solutions. Aberdeen Group has hired retail industry analyst Paula Rosenblum as director of retail research. Rosenblum most recently served as an analyst at AMR research.
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