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Expanding the capabilities of its FootPrints Web-based service desk software, UniPress Software yesterday made available live eSupport tools from Atinav.
Industry veterans Bob Furniss and Scott Thomas have founded Call Center Ideas (CCI) to help call center operators improve productivity, update tools and technology, and increase employee morale in today's evolving call centers.
Online CRM provider UpShot earlier this week countersued rival Salesforce.com and asked a federal court to stop Salesforce.com from using misleading information on its Web site and in its sales literature.
Pivotal, Epicor, Icode, and others release new products.
edocs launches Focused Solutions, software for financial services firms that consists of three components: e-Statements for Banking, Customer Self-Service for Credit Cards, and e-Billing for Insurance.
BEA says its new integration platform, WebLogic 8.1 makes even more strides in alleviating the growing integration headaches facing many enterprises today.
SAP AG today announced it has released a new version of its mySAP CRM suite that has been specifically designed for the needs of the consumer packaged goods (CPG) industry.
Etalk has opened a new office in Sydney, Australia, headed by Tom O'Sullivan, director of Asia Pacific channel sales; Answerthink has acquired Beacon analytics; Onyx reported revenue for the second quarter ended June 30 of $15.8 million, compared to $18.5 million in the second quarter of 2002; and Harte-Hanks has named Chris Stam its new managing director for direct marketing.
The combined company, which will be branded under ICICI OneSource's name, will have more than 3,500 employees and 2,000 seats in four call centers in Mumbai and Bangalore, India.
According to market research, there is a strong link between agent performance and customer churn.
The benefits of EII range from improving the real-time characteristics of business intelligence to easing mergers and speeding development of enterprise portals and e-business integration applications.
Oracle has released the latest version of its E-Business Suite; UpShot announced its UpShot Dashboard and integration with Lotus Notes; Deltek Systems is releasing three new products: Deltek Vision 2, Deltek Costpoint 5, and Deltek Time Collection 5; and Pipkins has announced a new feature called the Real Time Intraday Optimization Suite.
The ERP functionality will link to NetLedger's Web hosted e-commerce capabilities to provide customer, vendor, and partner views of the business transactions.
AltiGen says it chose Convergion because of its nationwide reach and expertise in telecom, CRM, and contact centers.
According to Gartner, 48 percent of North American enterprises surveyed said the economic slowdown has caused them to reduce spending on Web services development, but not so much as to discontinue these projects.
Business Objects has acquired Crystal Decisions in a deal valued at $820 million; Hyperion announced this week its plans to acquire BI firm Brio; Art Technology Group turned its first profit; and Arthur D. Little this week announced that Thomas Manning will assume the managing director role.
META analysts' various sources for generating vendor ratings include vendor surveys, customer references, META research data, and the analysts' collective experience in covering the ChRM market.
Microsoft announced plans to accelerate the release of an international version of Microsoft CRM; to revamp MS CRM's licensing agreements; and to change its certification process for resellers.
Interwoven has released Interwoven 6, which it says can boost the effectiveness of a company's CRM strategy; Pointsec Mobile Technologies has developed a new security system for sales and marketing professionals and their PDAs; Cognos has released Cognos Metrics Manager Version 2.
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