Mergers & Acquisitions
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Primus, a Seattle-based provider of knowledge-enabling software, has acquired AnswerLogic, a Washington, D.C.-based software development company, for 750,000 shares of common stock. The acquisition will help to strengthen Primus' position in providing software solutions for assisted service and Web-based self-service. AnswerLogic's technology interprets the meaning of questions and online documents to deliver responses online. Primus' eServer software is used in service, support and sales environments to improve and expand product usage and provide problem diagnosis.

eYak, a Boston provider of media server software and solutions for voice applications, has acquired Brooktrout Software, a subsidiary of Brooktrout. The acquisition couples eYak's SoftTelephony technology with Brooktrout Software's graphical application development environments--Show N Tel and ActiveCall--and consulting services. This combination extends eYak's reach into the voice services market.

CRM Update

Waukesha, Wis.-based NuEdge Systems, a marketing automation solutions provider, celebrated its year anniversary in May. The company was formed when RTMS and Experian's Customer Insight Company merged. In the past year, the company has launched several marketing products, received a patent for its Exact Transaction Segmentation Analysis and expanded its management team.

• Ann Moe, former global director of corporate marketing and communications for Frank Russell Company in Seattle, has launched Performance Marketing, a Seattle-based company that will assist clients in finding new ways to increase revenue through developing sales strategies, researching to ensure that current processes and services meet the needs of customers and finding ways for management to get in touch with the changing needs of their clients. For more information, contact Performance Marketing, 2319 First Ave., ste. 607, Seattle, WA 98121; (206) 391-0172; a_moe@msn.com

• supportindustry.com, an online community for senior-level service and support professionals, has launched a new version of its Web site. The site now offers personalization and a targeted search engine. The site also offers new areas and a range of content pertaining to support industry professionals, such as technology, enterprise strategies, people issues and current trends.

Global Briefs

Wood Dale, Ill.-based Rockwell Electronic Commerce, a provider of contact management solutions, will open a contact center in Katmandu, Nepal. Rockwell says the technology will provide customer support in the remote region for the global customers of ServingMinds, an affiliate of Mercantile Office Systems. ServingMinds has installed Rockwell's contact center solution.

• Dell Computer, of Austin, Texas, will open a call center in India to support its U.S. home and small business customers. The company says the 150 new jobs in India will not be transplanted from the U.S. According to a trade group in India called the National Association of Software and Service Companies, more than 100 call centers have been issued approvals. Dell's plans to build a 500-person call center in Fort Worth, Texas have been since put on hold.

Partnerships & Alliances

E-business enterprise applications software provider Onyx, of Bellevue, Wash., and Seattle-based Avanade, a venture between Microsoft and Accenture that leverages the Microsoft platform to deliver enterprise technology solutions, have partnered to deliver Onyx's solutions on the Microsoft.NET Enterprise Server. Together, Avanade and Onyx intend to provide customers with mainframe-class enterprise capabilities, assist customers in multinational CRM system rollouts, provide integration of Onyx's products with third-party applications and enable wireless access to Onyx functionality for mobile workers.

• Vienna, Va.-based WebPerfect Solutions, a provider of customized managed hosting solutions, and Vienna, Va.-based Convera, a developer of technologies that help content owners provide digital content text, intranets, set-top boxes and wireless devices, will deliver an e-commerce infrastructure platform to FOI Services--an organization founded to provide access to government files. The solution allows visitors to FOI's Web site to currently search and purchase more than 150,000 Food and Drug Administration online documents. Convera's RetrievalWare text content management technology manages the indexing, search and retrieval of the FDA documents, while WebPerfect e-commerce solution enables online delivery and purchase of the documents.

People & Promotions

Langhorne, Pa.-based ICT Group, a provider of CRM solutions, has appointed Robert J. Mannarino president and chief operations officer (COO). Most recently, Mannarino served as COO for CDI, a provider of outsourcing and technical consulting services. Previously, Mannarino was COO with the Investment Services Division of CheckFree, a financial electronic commerce company. He also has held senior management positions with Automatic Data Processing and Citicorp as well as systems and product management positions at Intel and General Electric.

• Allegis, a San Francisco-based provider of partner relationship management software, has hired Mark Inskipp as vice president of European operations. Inskipp will head up the European operations and will also manage Allegis' European growth initiatives, including customer acquisition and support, as well as the company's alliance with BT Ignite. Prior to joining Allegis, Inskipp served as Pivotal's vice president of European, Middle East and African operations where he secured and managed several channel partnerships.

• San Francisco-based TeaLeaf Technology, a provider of customer interaction software for Web sites, has elected Alfred Chuang, founder, president and chief operations officer of BEA Systems, to TeaLeaf's board of directors. Chuang will help define strategic uses for TeaLeaf TeaCommerce software for Web applications and services. TeaLeaf's board of directors is the first corporate board, outside of BEA Systems, on which Chuang has accepted a seat.

• Gene M. Ferruzza, former president and CEO of Yellowbrick Solutions, has joined Charlotte, N.C.-based Quaero, a campaign management software provider, as president of the outsourcing CRM arm of the company. Prior to founding Yellowbrick, Ferruzza served as senior vice president of KnowledgeBase Marketing (KBM) where he headed the decision technologies group. Before joining KBM, he led training, project teams and consulting at HNC Software and Neuralware.

• Interface Software, an Oak Brook, Ill.-based developer of relationship intelligence solutions for professional services, has appointed Randy Littleson vice president of marketing and product management. Littleson will define new markets for the company's products and services and develop programs for these markets. Littleson comes to Interface from InstallShield, where he served as vice president of marketing and business development. Prior to that, he was executive vice president and general manager of Spyglass, a provider of Internet consulting, software and services for the information appliances market.

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