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THE METRIX SYstEM

Wisconsin-based Metrix recently released Metrix 4e, an e-service application suite that supports Web-based customer self-service. Metrix 4e offers visibility of inventory, contracts and field and repair center resources for improved service. It supports client requirements in contact center, field service and repair center operations. Using this application, manufacturers can establish a contact center featuring secure log in and viewing of data and an automated workflow engine to delegate tasks. The Web-based application allows for 24/7 contact center availability. Pricing is based on configuration. (800) 543-2130; www.metrix.com

SO COOL, IT'S HOT

Commercial Web sites can create branding and selling opportunities with CoolBoard.com's Business Solutions suite, a hosted discussion system for commercial Web sites. CoolBoard is a provider of syndicated Web community solutions designed to increase Web traffic and improve customer retention. Business Solutions helps companies integrate online communities with Web sites and discussion forums and Q&A applications. The analytical and automated tools in the suite enable companies to gain insight and to guide marketing and product development efforts through monitoring and reporting of discussion activities. Pricing depends on configuration. (415) 627-9000; www.coolboard.com

PRAGMATIC PUBLISHER

Sales and marketing professionals can create their own professional Web sites without relying on an HTML-savvy programmer with Web Publisher. Web Publisher, from sales effectiveness software developer Pragmatech, is a Web site creation and knowledge base management solution. It helps companies deliver sales and marketing information via the Internet to employees, customers, prospects and channel partners. Web Publisher can be implemented as a stand-alone solution or as part of Pragmatech's Sales Effectiveness Software Suite. Pricing is $60,000 per seat. (800) 401-9580; www.pragmatech.com

WHY DID THE CUstOMER CROSS THE ROAD?

A new automated Web-based customer intelligence tool is now available from WhiteCross Systems, a provider of data analysis software. WhiteCross says the enhanced suite, called WX/WebAnalytics, improves the performance of its data mining and exploration toolset, and conducts analyses of high-volume, complex data from e-commerce and telecommunications companies. WX/WebAnalytics supports customers who leverage WhiteCross System's ASP operations for outsourced reporting and analytical services. The enhancements include increased multiuser throughput, faster speed in database operations, and future support for Linux. Pricing depends on configuration. (415) 249-0115; www.whitecross.com

OPERATOR, CONNECT THE CUstOMERS

Manufacturers and distributors can share knowledge across channels with Channel Service, from software solution provider, Software911. Features of Channel Service include knowledge base replication, multilevel access, an interactive question and answer tool, and self-help knowledge base application program interfaces. The service enables manufacturers to provide customer service before, and after the sale. The software also enables companies to replicate their knowledge bases, partitioning them into knowledge segments that are only visible to users with the proper level of access. This feature allows a single self-help site to service multiple user communities from a single point of administration. Pricing depends on configuration. (408) 437-9911; www.software911.com

PRESENTATION IS KEY

Employees worldwide can search for a presentation, and download slides with current data with the second version of Presentation Librarian Enterprise Edition. This automated presentation management system, from Accent Graphics, gives users 24-hour global access to their corporate presentation libraries via the Web. From a Web browser, users select slides to create custom presentations from within the library. Presentations can be automatically downloaded in PowerPoint format. Presentation Librarian is also available in Personal and CD-ROM editions, which operate under Windows 95/NT/2000. The personal edition costs $199; enterprise edition is also a one-time fee with unlimited users of $9,600. The CD-ROM is $4,995, and the enterprise add-on CD-ROM totals $6,995. (800) 771-6011; www.accent-graphics.net

A SIMPLE SOLUTION

TriVium Systems recently announced the release of SimpleRM, a Web-based suite of CRM applications that gives growing businesses the ability to manage their sales, marketing campaign, customer care and e-business functions. SimpleRM integrates information from all customer touch points such as e-mail, Web chat, Web forms, PDA's, wireless, phone and fax to offer personalized service without the hassle of piecing information together from several different applications. SimpleRM also automates information and process flows between internal departments and external partners, providing companies with a solution to help manage, track and optimize customer interactions. Pricing starts at under $1,000 per user with a required server component starting at $10,000. (503) 439-9338; www.triviumsys.com

NEED SOME INCENTIVE?

Incentive compensation solution vendor Synygy has unveiled IC Expert 8, the latest in its compensation management application offerings. With this new solution, the company provides its clients with a complete range of incentive compensation solutions. IC Expert 8 is designed to accommodate the demands of the ever-changing world. It handles multiple data sources for cross checking data to catch and fix errors, managing multiple plans simultaneously, multiple reporting periods, and constructing Web-based compensation portals. Implementation fees begins at $100,000. Licensing and maintenance fees start at $40,000. (609) 396-0946; www.synygy.com

A WISE EDITION

TechExcel announces ServiceWise 2000 Second Edition, an update to its customer support solution. ServiceWise 2000 Second Edition provides many new tracking, workflow and communication features that help expand its ability to handle increasingly complex customer support processes. The second edition also offers a multitasking integration tool within the support workflow and a forms module that incorporates both workflow and electronic signatures. The solution comes with a live support module with remote diagnostics and application control for more efficient trouble shooting. ServiceWise 2000 Second Edition is priced at $1,995 for the software plus additional license fees. (800) 439-7782; www.techexcel.com

IMPRESSIVE FOOTPRINTS

Looking for two-way communication beyond the desktop? UniPress Software offers an enhanced version of FootPrints, the company's Web-based issue management tool. FootPrints now supports two-way communication with the Palm VII series handheld computers. Organizations will also be able to utilize FootPrints to help expand help desks into online support centers. The system offers Web-based architecture to automatically track, manage and report customer issues while continuing to build an ongoing knowledge base for future support. Pricing is based on configuration. (732) 287-2100; (800) 222-0550; www.unipress.com

GO FIGURE!

Go Figure, a Dallas-based provider of e-commerce sell-side services, has created a sell-side solution for companies seeking a more efficient approach to their B2B e-commerce needs. Using the company's GoCommerceSM services, clients will enjoy more comprehensive, more cost-effective and faster time-to-market. Users of the Go Figure solution can market products with an online catalog system, enhance customer support and order fulfillment system and analyze the number or products purchased along with any pending quotes using the company's reporting functions. Pricing is based on configuration. (972) 619-3300; www.gofigure.com

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