December 3, 2004

CUSTOMER WINS Contactual, a leading provider of on-demand contact center solutions, and Salesforce.com announced that several new customers have deployed Contactual's "sforce Certified" version of its OnDemand VoIP Contact Center solution for Supportforce.com. Those customers include Contra Costa Association of Realtors, Contractor.com, Flair Communications, PatientCare, and National In-Store. UniPress Software, a Web-based service desk automation provider, announced that Benefits Connection, a third-party service provider has selected FootPrints Hosting Service to manage its customer service operations. The LA-based company is an outsourcer of administration and human resources. Benefits Connection will use FootPrints to as its Web-based service desk. ATG announced that American Eagle Outfitters will relaunch its online store, ae.com, on the ATG Customer Experience Platform. In addition to selling merchandise, American Eagle will use ATG's A/B split testing solution to test Web-marketing variables, including promotions, products, and navigation. American Eagle plans to go live with ATG Customer Experience in 2005. Paymentech announced that it will offer PayPal's online payment service to its merchant customers in early 2005. With the agreement, Paymentech will provide Internet merchants with different payment options, including electronic checking and gift cards. Paymentech was designed to integrate PayPal's online payment service. Users will be given online access to consolidated settlement and financial reporting systems. Paymentech will offer PayPal to existing and new merchants in early 2005. NEW PRODUCTS Spirent Communications and TeaLeaf Technology announced the integration of Spirent's Avalanche load testing solution and TeaLeaf's RealiTea Web application management solution. The combined solutions are designed to help companies create new Web-site and Web-application tests. Users can create load test scenarios directly from real user traffic to create more efficient sites. The two companies also announced they have entered into a joint integration and sales agreement. Centergistic Solutions announced the latest release of AgentView Enterprise PowerUser. The program is an interactive desktop dashboard sold as a module for its AgentView Enterprise Performance Management System. Version 4.0 improves over previous versions by giving users the ability to create dashboards of information windows on desktops will display real time statistics, individual agent "states," and historical summary information. Individual user security controls have also been added to address security issues. ON THE MOVE TIBCO Software has appointed Richard Martin to vice president and general manager for TIBCO's U.S. public sector division. Martin will be responsible for driving TIBCO's U.S. public sector industry go-to-market strategy and execution plans while leveraging the sales, business, and solutions consulting and professional services teams. Martin joins the company from Vignette, where he was vice president and general manager for the public sector and higher education group. Related article: Wires: News and Technology for November 19, 2004