May 9, 2005

NEW PRODUCTS KANA Software unveiled KANA Agent Desktop Search, a solution that integrates KANA Agent IQ, the company's contact center knowledge base, with desktop search applications like Google desktop search. According to Brian Kelly, executive vice president of corporate strategy at KANA, agents store information that helps them solve problems on their desktop. But with the integration between KANA Agent IQ and desktop search solutions, it "is making it faster and easier for them to find that information, and is making it so that it's very easy for them to post this information....If it's something that they are using quite often--but it is information that is not in the central knowledge base--then they literally click a check box right next to their personal information, and it will then be submitted as a topic to be added to the knowledge base." Business Objects has made available several new analytic solutions. As part of the performance management applications in BusinessObjects XI, the solutions will combine best practices, dashboards and scorecards, analytic engines, and targeted metrics. The new solutions are designed to help retailers increase profits and comply with Sarbox. SPSS has made available Dimensions 3.0, a suite for survey design, data collection, data management, analysis, and publishing survey results. Dimensions 3.0 is based on a single integrated set of underlying technologies that support multilingual, multimodel research. BlueRoads has introduced BlueRoads 6, the latest version of its channel management software. Enhanced features include closed-loop processes to help users measure, model, and tune vital aspects of channel marketing, sales, and operations in real time. New process modules include lead and opportunity management, contract renewal management, and marketing development funds management. Also, new sales cycle and point-of-sale analysis was included to deliver improved channel performance metrics, according to the company. Eloqua, a supplier of automated demand-generation technology and services, has unveiled a new edition of Eloqua Conversion Suite. Eloqua has added improved real-time integration with salesforce.com, plus a lead-scoring capability and a target list-building module. CUSTOMER WINS SBC has selected Amdocs to support Project Lightspeed, a $4 billion capital initiative to deliver IPTV to millions of customers around the country. According to the contract, Amdocs will provide its products and services, including order management, billing, and CRM, to manage its customers. Ingenico, a provider of secure electronic payment solutions for the financial and retail sector, will deploy ATG's KnowledgeCenter. Ingenico has purchased 50 seats of ATG KnowledgeCenter 6.0 call center software. The application is designed to integrate with existing IT systems. The Brattle Group consulting firm has selected LexisNexis Interface Software's InterAction as its CRM solution. InterAction will allow the firm to centralize its information about clients, prospects, and relationships, and put more structure around its marketing process, according to The Brattle Group. Related articles: KANA Relaunches Its Email Management Solution SPSS Highlights Customers' Future Needs