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New & Noteworthy
For the rest of the August 2003 issue of CRM magazine please click here
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Enterprise CRM Oracle has released updates to Oracle Service and Oracle Marketing. Oracle Service includes improved billing automation software and better email integration between Oracle eMail Center and Oracle TeleService, which allows agents to create and resolve customer requests within a single application. Also, iSupport, a self-service, Web-based service application included with Oracle Service, now offers enhanced configuration capabilities. Oracle Marketing now includes improved analytics, personalized dialogues for sales and marketing effectiveness, and centralized content management. Oracle Marketing is now also more closely integrated with Oracle Scripting and Oracle Content Manager. www.oracle.com Online CRM Salesnet announced that it has integrated instant messaging capabilities from AOL, Microsoft, and Yahoo! into its wireless CRM application. The addition is designed to allow sales teams to IM the Salesnet database for real-time contact information and other sales data, as well as to IM updates to that information back to the system. www.salesnet.com Customer Service RightNow Technologies has made its initial foray into business activity monitoring (BAM). BAM allows RightNow better visibility into its customers' implementations of its software, to help improve the effectiveness and efficiency of its customers' business operations. For example, BAM enables RightNow executives to quickly see if a customer experiences spikes in traffic levels, and proposes tactics and strategies to keep the quality of service high during peak times. www.rightnow.com Mid-market CRM Onyx has unveiled Portable CRM. With it mobile professionals can access the Onyx Enterprise CRM application through a range of portable computing and wireless devices. Onyx says its Portable CRM products do not require added software on the devices. The products feature thin, browser-based clients that can be automatically deployed and updated from a standard URL. Onyx also announced the general availability of Onyx Employee Portal Offline Edition 4.5, a solution that provides mobile professionals access to customer information via their laptops. www.onyx.com
Customer Service KANA has announced KANA Service 8 software, for multichannel contact center management. Product highlights include multichannel interaction management and secure messaging; support for global access to information (with capabilities for localized user interfaces); enhanced capabilities to execute and view reports for customer service and knowledge-management analysis; the ability for managers to create and schedule new reports; and the ability for all reports to be executed across various parameter-based options. www.kana.com --Martin Schneider
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