August 30, 2005

NEW PRODUCTS Siemens Communications has unveiled HiPath Xpressions Version 4.0, a real-time solution designed to allow mobile workers to more efficiently manage and retrieve email, fax, and voice correspondence via telephone or PC. The solution, which provides enterprises with deployment options (across Siemens and many non-Siemens network infrastructures), features a speech recognition command module. Additional features include programming shortcuts, improved playback controls, and abbreviated prompts for experienced users; a new feature that allows quick access to unread voice messages; and a Trusted Number Access feature that allows employees to log into the system (without having to enter a mailbox number or password), via a cell phone or other frequently used remote number. "We're also increasing the support for languages, so that we have added 13 telephony user interface languages," says Ralph Riley, U.S. group manager, product marketing. The solution also supports six text-to-speech languages, and is supported by open SIP-standard network environments. Surado Solutions, a provider of CRM solutions for the SMB space, has released Surado CRM 5.0. The upgrade's functionality enhancements include a user interface, sales automation, support rules, and email integration; an interactive workflow process manager, and a built-in project manager; increased back-office integration; customized reporting; template merge capability with Microsoft Word and Excel; and added security. Exact Software has announced the availability of its new Software Development Kit (SDK) for e-Synergy, a Web-based system that integrates and consolidates corporate data into one database, providing a view of an organization's personnel, finance, workflow, documents, and asset information. With the SDK Database Editor and e-Synergy Editor, users can modify two layers of the e-Synergy architecture, including the user interface and the database, resulting in the development of new functionality and industry-specific solutions without reinvesting in IT solutions. Additional features of SDK include the ability to add fields to existing tables and create new tables, and configure business- or industry-related attachments and add-ons. Coremetrics has released Coremetrics Search, a closed-loop solution for creating, managing, and optimizing pay-per-click marketing campaigns across multiple search engines. Coremetrics Search is integrated with Google and Yahoo!, allowing users to create and manage keyword campaigns from directly within the Coremetrics Search interface. The solution also integrates with Coremetrics Online Analytics, enabling online marketers to garner information including click-through rates and conversions. The company also announced broader availability of Coremetrics Search Services, a strategic management program for creating, placing, and optimizing pay-per-click marketing campaigns. Pricing for Coremetrics Search starts at $2,000 per month based on the number of managed keywords per search engine, while pricing for Coremetrics Search Services is based on the client's business requirements. IN THE NEWS EmailLabs and Habeas, which provides email accreditation and reputation programs, such as certification, compliance, and monitoring processes, have partnered. EmailLabs' clients will have access to Habeas' Delivery Monitor results within the EmailLabs systems, while other audit and certification services will be provided directly by Habeas. Its real-time seedbox monitoring data will be integrated directly into EmailLabs Campaign Reports, allowing clients to view inbox versus bulk folder rates by ISPs, along with other metrics including overall open and click-through rates and Web-page visits. ON THE MOVE Pivotal appointed two executives to its global sales force, Sandie Overtveld as senior vice president, EMEA and Latin America, and Bruce Cameron as senior vice president, North American sales. WebTrends named Scott Foernsler vice president of worldwide sales. Foernsler joins from M-Factor. CUSTOMER WINS Five9 has announced that XACT TeleSolutions has deployed Five9's Virtual Contact Center. The solution provides XACT with metrics on each of its more than 1,000 toll-free numbers and agents associated with particular advertising campaigns, while reducing XACT's monthly IT costs. As a result of using Five9's technology the company has decreased its phone bill by 41 percent, reduced IT staff from eight to three engineers, and increased revenues in Q1 2005 by 28 percent over Q1 2004, while decreasing its IT budget, according to Sharon Grossman, president of XACT TeleSolutions Related articles: WebTrends' 7.5 Includes a Recipe for Cookie Cutters SusCom Serves Up Centralization The cable entertainment and broadband services company uses Siemens to merge its nine contact centers. Call Centers 24x7 Goes Virtual The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.