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Open Lines of Communication

IBM has released its latest version of the Integrated Customer Management System. Version 5.1 introduces several new tools that enhance the existing ICMS to help communications providers implement systems that support new technologies and industry standards. ICMS 5.1 offers communications providers a single customer view across wireline, wireless, cable, Internet and data services. 5.1 also includes Package Builder and ICMS Customer Hierarchy Builder, tools that use graphical user interfaces to simplify pricing and promotion discounts. Pricing depends on configuration. (919) 499-1900; www.ibm.com

Escape With IDM

IDM Software, which provides predictive modeling products and services for sales and marketing departments, has introduced MediaScape, which offers marketers the ability to track media vehicles such as direct mail to trade shows to the Internet. The IDM software targets a customer, and the customer logs on to a password-protected site to view a dashboard screen containing information. The customer can inquire about further analysis on target client type. When the marketplace experiences a change, IDM sends a message to customer personnel alerting the user. The software is accessible on a subscriber's corporate browser through IDM's Web site. Pricing is $10,000 per month and allows an unlimited number of users at each company with no increase in cost.
(603) 427-1058; www.idmsoftware.com

Take Action

state and federal political action committees (PACs) can turn to Vocus, a provider of Web-based external relationship management solutions, to streamline and enhance collection, reporting and compliance for PACs. Vocus Political Action Committee supplies professionals with a management solution that includes automated Federal Election Committee and state reporting and compliance, targeted correspondence and solicitations, fund-raiser event tracking and check requests and activity reports. The PAC online module allows seamless payment processing, data collection and reporting on receipts. Pricing starts at $5,800 for a one-year subscription. Additional seats average $2,000. (301) 459-2590; www.vocus.com

One Voice

iVoice.com now has voice configuration. The company released the latest version of its iVoice Speech-Enabled Auto Attendant, which enables individuals to update the directory by voice or by phone independently. Until now, updating an auto attendant directory required administrative support personnel to enter in data manually. Now when a name needs to be added, the Auto Attendant prompts the caller to say and spell his name. No computer knowledge is necessary. The system converts the speech to valid phonetic definition and insets a record into the Voice Recognition Database with the user name and extension number. The four-port systems start at $4,000. Systems with 48 ports or more can cost up to $50,000. (877) 486-4230; www.ivoice.com

step Up to the dashBar

Advertisers or marketers looking to send targeted messages to online shoppers can check out CRM software provider Dash.com's dashBar Web Navigation Tool: version 1.4. This version adds functionality that enables dashBar users to fill in any form on the Web with a single click on the dashBar. Merchants can customize competitive messages to respond to situations, such as when consumers are filling out a form to buy from a rival, sign up for a service or personalize a page. Rather than relying on basic demographics, 1.4 allows merchants to pinpoint consumers anywhere online. Price ranges between $1 and $3 per customer per company per year. (212) 255-1008; www.dash.com

Messaging Is a Whiz

High-performance e-mail message delivery is promised by e-solutions provider Gordano with the GLCommunicator, a software solution for high-volume e-mail message delivery. GLCommunicator equips CRM teams with features for message personalization, file management and distribution and threaded archiving. The software offers a Java-enabled Web console and maintenance from any location. The price is $495 per 250 lists. There is also a 30-day free trial. (877) 292-1142; www.gordano.com

Expanding Great Plains

Great Plains has released Great Plains Siebel Front Office 6.0. The new Web-enabled CRM solution features e-business enhancements based on Siebel's e-Business, Mid-market edition. Release 6.0 also includes new applications eCustomer and eCampaigns, as well as enhancements to existing Great Plains components including eChannel, Sales, Service and Call Center. Release 6.0 integrates with Great Plains' back office applications Dynamics and eEnterprise. The integration facilitates the exchange of information throughout the enterprise. Pricing begins a $1,000 per user. (701) 281-6500; www.greatplains.com

Can I Get a Witness?

New in the training software category is eQuality Now, an e-learning application from Witness Systems. eQuality Now provides ongoing training to customer sales and support representatives. The integrated electronic learning-management solution is designed to improve agent skills and competencies, ensure consistency of service, provide agent career pathing and deliver quality service. eQuality Now also focuses on new product and service introductions, upselling and cross-selling techniques and tips for managing customer communications through e-mail and Web chat. Pricing for a 100-seat center is $66,500. (770) 754-8651; www.witness.com

Maxed Out

Max 3.0 from business intelligence solutions provider Maximal Innovative Intelligence enables enterprises to utilize corporate portals and deploy data analysis capabilities with little administration. Max 3.0 performs calculation work associated with data analysis and includes an SDK (software developers' kit). The software also offers security enhancements, large dimension support and specialized dimension types. Pricing is $495 per seat. There are volume discounts as larger amounts are purchased. (703) 925-5959; www.maxsw.com

On the X-press Way

Interactive Edge recently released CMS-Xpress, a category management software solution. With CMS-Xpress, sales teams in the consumer packaged goods industry can present information to customers by market and account, which, in theory, facilitates purchasing decisions. The CMS-Xpress solution is segmented into modules for general business reviews, competitive analysis, consumer insights, merchandising and profit calculators. These modules can help retail category managers and merchandisers learn about consumer buying trends and help define new shelf arrangements. CMS-Xpress runs on the Windows 95/98 or NT platforms and can integrate with major databases. Pricing structure includes license, user and maintenance fees starting at under $100,000. (212) 462-4900; www.interactiveedge.com

Good as "NU"

Internet communications company NUASIS offers a mixed-media Internet contact center delivered via an ASP. It incorporates voice, e-mail and Web customer interactions within a 100 percent digital architecture. The service lets online customers select the most convenient medium to use--telephone, e-mail or Web--and combines it into an IP-based communication system. Pricing is $450 to $600 per agent, per month for a one-year contract. (408) 350-4900; www.nuasis.com

Hot off the Presses

Companies can receive help with layout and design of newsletters with iMakeNews, a newsletter service that gives customers online access to formatting structures and content libraries. The service also automatically sends the finished document to a client's distribution list. After the newsletter is administered, readers can complete survey forms and quick polls and write "letters to the editor." An activity report provides information about how well the newsletter is being received and which articles are most popular. Pricing depends on configuration. (781) 933-7773; Imakenews.com

Hot Prospector

Online companies can convert potential customers into qualified sales leads with Prospector Support from Talisma. This solution combines proactive technology, including live chat, site visitor tracking and "push" capabilities. Tracking technology recognizes when site visitors linger on designated pages, alerting customer support representatives to engage in proactive chat. The CSRs then forward the qualified leads to a company's sales staff. Prospector Support provides such features as visitor tracking, dialogue memory, team lead screen, promotional push, time tracker and geographic tracker. Pricing depends on configuration. (425) 897-2900; www.talisma.com

Celebration of Sellutions

Looking for a solution to enhance your sales agents' performance? Marketing Technologies, a firm specializing in applied sales and marketing processes, has launched Sellution/Pro and Sellution/Enterprise, Web-based sales e-training and sales performance development tools. Offered as Web-based application services, the products eliminate resource-consuming IT activities associated with installing, operating and maintaining software. Services are available at an introductory three-month subscription rate of $99 with continued access available at $1 per day. The multi-user system requires an annual corporate license of $4,995, a monthly hosting fee of $495 per month and a per seat access charge of $1 per day, per sales representative. (512) 847-8900; www.sellution.com

Customer Satisfaction

Version 3.7 of CustomerSoft's ESP software is the latest in the company's CRM offerings. ESP Version 3.7 includes automated workflow process functionality, a new activities tracking feature that is interactive with Microsoft Office and increased customization capabilities. Automated workflow processes define jobs that need automating and choose the required results, whether it's sending an e-mail or fax or printing a report. The activities tracking feature enables users to track actions taken in relation to a customer interaction. The Expert Messenger component automatically tracks outbound e-mail and other communications. Pricing is $1,500 per ESP seat based on concurrent users. (888) 377-9980; www.customersoft.com

Changing Faces

PeopleSoft's Portal Solutions provide clients with information relevant to their specific roles within an organization. Comprised of PeopleSoft Enterprise Portal, Customer Portal, Employee Portal and Supplier Portal, this suite delivers a Web experience tailored to an individual user's specific needs. It features pre-built navigational hierarchy, search keywords, company news and events, company directory and multilingual search capabilities. It can also change its look and feel based on business rules, user profiles and roles. Pricing is based on the revenue of the purchasing company. (800) 380-SOFT, www.peoplesoft.com

Absolute Power

APPower!, a user relationship management tool, helps software publishers communicate, collaborate and share information. APPower! is a Web-enabled portal that features information messaging, community building and management tools, and a search function from within the application space. Software publishers can reach their users from within the application using a combination of focused electronic messaging, user communities and an intelligent pre-screened search engine. Pricing depends on configuration. (888) 704-7292; www.appowerinc.com

Make Me an Offer

PerfectMarket, from automated sourcing vendor Perfect, automates negotiation between buyers and suppliers. PerfectMarket is a sourcing system that automates the negotiation between buyers and suppliers on multiple weighted dimensions. The solution captures buyer preferences and tradeoff and matches those with customized seller offers. PerfectMarket features automated RFQs, negotiation and dialogue capabilities, analysis of market conditions and an ASP model. Pricing for PerfectMarket is $500,000. (650) 798-3335; www.perfect.com

E-Point of No Return

Contact centers, direct sales, self-service and partner channels can take advantage of e-point 5 from Point Information Systems, a provider of eCRM software solutions. e-point 5 enables organizations and their partners to interact with customers across assisted or unassisted channels. e-point 5 also provides consoles for customization, administration and management. The suite contains, among other components, e-point Contact Center for multicontact access; e-point Mobile for field-based personnel using laptops; e-point Partner Portal, for channel partners; and e-point Customer Portal, a self-service channel for customers. Pricing depends on configuration. (781) 416-7900; www.pointinfo.com

Symon Says

DeskView, a real-time desktop messaging solution from Symon Communications, extends its capabilities to individual workstations. DeskView can deliver messages to a desktop without disturbing the application that is currently active. Messages can be displayed on a desktop, down in the tool tray, or integrated into other applications. DeskView also gives a text-to-speech option allowing recipients to hear as well as see incoming messages. DeskView has many of the attributes associated with a wallboard display including scrolling, colors and alert tones. It works with Windows 95/98/2000 or NT in conjunction with the Symon server. Typically, pricing ranges from $50 to $150 per PC based on the quantity purchased. (281) 240-5555; www.symon.com

Kana We Talka?

Kana 6, a suite of e-business and communications applications and an Internet-architected platform from Kana Communications, offers customers, partners and the entire enterprise a global view of interactions and relationships. Integrating multiple communications channels (phone, e-mail, Web, wireless, in-store and Voice-over Internet Protocol), with marketing, service and sales e-business applications, Kana 6 helps companies make changes in the way they interact with customers. Communication enhancements include Computer Telephony Integration (CTI), screen pops, browser sharing, selective escalation, universal history view, 24/7 customer self-service capabilities and wireless support. Average pricing ranges from $100,000 to $400,000. (877) 480-KANA; www.kana.com

Let's Work Some Magic

Frontstep (formerly Symix Systems) recently released Workflow Automation, a transactional messaging hub that can allow companies to automate business processes, collaborate across digital supply chains and integrate business systems. Workflow performs credit checks, tax calculations, order confirmation, picking and shipping--all without touching the mouse pad or keyboard. It serves as the center of the company's product suite by translating and moving data between systems, including third-party systems. Workflow Automation is a Microsoft-based solution that uses XML and Microsoft Exchange to provide a graphical environment for executing business rules and multistep processes. Pricing starts at $25,000, which includes 50 user licenses. www.frontstep.com

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