New Product Spotlight: May 19, 2004

BearingPoint has made available its online IP Telephony Readiness Assessment Tool, a solution to help organizations understand the implications of voice over IP (VoIP). The tool is designed to prepare companies for new IP technologies and to assess the cost savings benefits of a VoIP solution. According to the company, it enables users to identify a potential positive ROI, and to diagnose their level of preparedness. Witness Systems announced a new integration between its eQuality Balance and eQuality Vision applications that will allow contact center management to search through customer interactions to spot trends, patterns, and anomalies. By capturing and retaining all call attributes--regardless of whether 100 percent of interactions are being recorded--Witness says the enhancement is intended to provide sales and service directors with better insight into the effectiveness of their operations. Entellium released its hosted-CRM suite targeted at midsize companies. The suite features three modules, which can be purchased separately by monthly subscription: Entellium eSalesForce for SFA; eCustomerCenter for customer care; and eMarketing for marketing campaign management. The technology includes a voice power update, parallel processing, and an eCollaborate tool. UniPress Software announced the new FootPrints 6.5, a solution traditionally available in licensed and hosted versions. It offers an entirely Web-based platform to centrally manage incoming service and support requests from multiple channels, streamline workflow and operations, and automate business processes. It also features an automated, customizable flashboard for single viewing of multiple metrics, linkage to external databases, advanced database maintenance, cross-project searches, and new project templates. Jacada unveiled Jacada Fusion, a first-to-market solution that fuses Windows, Web, and hosted applications to deliver a single-user interaction. According to the company, the solution is designed to eliminate redundant data entry, reduce keystrokes, and streamline process steps to cut costs associated with training and employee turnover. Sendia, a new provider of wireless enterprise solutions to extend desktop applications to mobile workers, launched its Wireless Salesforce Automation for Salesforce.com. The solution is built on the sforce On-Demand Platform, and extends the functionality of Salesforce.com to wireless handheld devices. According to the company, when coverage is available, bidirectional data updates occur automatically over the air in the background, without any interaction required by the user. Cincom Systems released its Synchrony multichannel customer experience management system, which combines Customer Interaction Management and CRM functionality into a single product. The solution queues and routes interactions across multiple channels and multiple locations, the company says, allowing one agent to interact over several channels, or multiple agents in various locations to work in the same queue.