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News In Brief
For the rest of the November 2000 issue of CRM magazine please click here
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People & Promotions

John G. McAughtry, a 20-year IT veteran, was recently appointed COO of Software 911 to direct sales, marketing and support activities. Prior to joining Software 911, McAughtry served as vice president of Worldwide Sales at A'Solutions, an analytic software solutions provider, where he played a role in developing direct sales and international distributor networks in Europe, Asia, South America and Australia for public corporations.

Callidus Software, a business performance systems company, has appointed Jacob Avital senior vice president of engineering, responsible for software engineering efforts across all product lines. Avital formerly served as chief technology officer and senior vice president of engineering at ClickNet Software where he transformed the company from a network resource management business into a provider of Internet security and host-based intrusion prevention products.

RightNow Technologies, a provider of Internet customer solutions, has hired Chuck Dourlet as vice president, marketing; Steve Daines as vice president, customer service; and Alan Rassaby as vice president, legal and risk management. Dourlet oversees RightNow's worldwide marketing function. His responsibilities include product marketing, market segmentation, positioning, brand development, advertising and public relations. Dourlet served most recently as vice president, marketing for Compaq's portable computing business.

Daines oversees professional services, implementation services, technical support and hosting services. Prior to RightNow, Daines worked at Proctor & Gamble for 13 years, where the last six he spent overseeing the company's product supply expansion in China.

Rassaby leads legal and risk management initiatives. He served most recently as senior vice president and general counsel for Anchor Gaming. Prior to Anchor, he held various positions in government and private industry, including five years as a partner at Phillips Fox Lawyers.

Movie and record producer Ted Field has joined the board of directors for strategic Data, a provider of real-time Web personalization and marketing analysis tools for Internet companies. Field is the owner of film production company Radar Pictures. He has produced more than 50 major films. Field also created Interscope Records in 1990. Lee Cooper, CEO and chairman of strategic Data, said Field was elected to the board because of his knowledge of tailoring the online experience to meet the requirements of all visitors to a Web site.

Darl McBride has been hired as president of FranklinPlanner.com, a new subsidiary of Franklin Covey formed to deliver the Franklin Planning System. McBride, formerly a senior executive at Novell for eight years; founder and CEO of SolutionBank; and most recently CEO of PointServe, has been listed as one of the "Top Twenty Executives to Watch" by Computer Reseller News.

Janna Systems, a provider of e-business relationship management, has expanded its management team. John Sheedy will join as vice president of operations, general counsel and corporate secretary and is responsible for ongoing development of operational and administrative processes. Prior to Janna, Sheedy was a partner with Torys in Toronto and has been as advisor to Janna since 1994.

Kelly Glass will serve as vice president, human resources, responsible for the development and implementation of the tools, programs and processes that will increase individual productivity and organizational effectiveness. Glass worked with Merrill Lynch, CIBC, Manulife Financial and INTRIA-HP, where she was responsible for global recruitment and development.

Edward Chick, former director of sales for Central and Mid-West United states Regions at Janna, was promoted to vice president of sales, responsible for managing strategic sales relationships. Prior to Janna, he has worked for Philips Electronics in Europe, Xerox, and InConcert.


Mergers & Acquisitions

Siebel, a supplier of e-business application software, has acquired MOHR Development, a provider of sales training solutions and consulting services. Financial terms were not disclosed. Siebel will incorporate MOHR solutions in Siebel MultiChannel Services, which provides organizations with skills, processes and management disciplines. MOHR Development customers include Bank of America, CUNA Mutual, First Union, Norwest/Wells Fargo, Travelers and Wachovia.

Targus Group, a supplier of portable solutions, has acquired Rhode Island-based Wickford Backpack, a company that manufactures backpacks under the name RAKgear. The companies plan to join sales, marketing and manufacturing efforts. RAKgear's products introduce a market of young mobile computing users to Targus, and Targus will expand its product lines to accommodate those users.

Magic Software, developer and marketer of enterprise software, has signed a letter of intent to acquire CoreTech Consulting Group, a provider of e-business professional services. Magic hopes to add depth to its consulting and professional services capabilities, as well as give the company access to CoreTech's client base.

VerticalNet, an Internet portfolio of vertical trading communities, has acquired Tradeum, an Internet B2B commerce company. With the acquisition, VerticalNet plans to accelerate the delivery of a core technology platform that includes exchange capabilities. The merger is structured as a stock-for-stock exchange and will be accounted for as a purchase transaction. VerticalNet will issue approximately 2 million shares of VerticalNet common stock for all outstanding shares in Tradeum.


Coming Events

Data Analysis and Logical Data Modeling for the Data Warehouse
December 6-8,
Boston

This seminar focuses on the key user expectation from any data warehouse to provide clean, consistent and integrated data to business users in support of their decision-making needs. Discover how to data-analyze, data-cleanse and data-transform by using the top-down data modeling technique and bottom-up data modeling. To register, go to www.dci.com

ASPEC 2000
December 7-9,
Atlanta

This trade show draws both technology users and manufacturers for the purpose of showcasing the benefits of Internet-delivered business solutions. The event will feature business solutions for critical functions, such as sales and marketing, human resources and administration. To register, go to www.semcopro.com

The Power of Permission E-Mail Marketing
December 11-12,
Boston

Go behind the scenes to discover how major brands are effectively using e-mail marketing to generate measurable results that surpass those that other direct marketing tactics deliver. Learn how to get customer permission, manage all variables in an e-mail campaign, delve into the process of finding permission lists, when to use double opt-in, how-to for collecting e-mail addresses and getting an ROI immediately. To find out more, visit www.the-dma.org

eCustomer Service & Support Conference
December 12-14,
Miami

The quality of e-customer service and support will make or break the continued success of any business using the Internet to interface with their customers. This conference will offer the tools needed to provide e-customer service. To register, point your browser to www.dci.com


Partnerships & Alliances

Witness Systems announced its partnership and product integration with eGain Communications. The companies are integrating their e-mail and collaborative Web chat software solutions to offer joint customers multimedia recording, performance analysis and management functionality.

strategic Data a provider of real-time Web personalization and marketing analysis tools for Internet companies, has aligned with Openpages and CRM provider stario. Partnering with stario will enable customers to manage and deliver personalized Web content based on demographics, online behavior and management input seamlessly. Stario will help e-commerce providers to target new customers.

IBM will deliver real-time e-business solutions via Web and Wireless devices for DWL, a provider of e-business and CRM solutions for the insurance and financial services industries. IBM will provide consulting, customization and integration services for DWL Unifi-based solutions. DWL will license IBM's Insurance Application Architecture in return.

The Emerging Business Services division of Automatic Data Processing, a provider of payroll and human resources administration services, will make its solutions available across AOL's brands. Under the agreement, ADP's solutions will be made available across Netscape, Netcenter, AOL, AOL.com and CompuServe. Users can obtain online needs assessment from ADP's virtual consultant, Solution Profiler, which delivers real-time price quotes.

Unica, a provider of CRM and marketing automation solutions, and FloNetwork, an e-marketing ASP provider, have aligned to integrate FloNetwork's scalable e-mail deployment and reporting system with Unica's campaign management solution, Affinium Campaign. The solution will enable marketers to construct scaleable, tiered, multiwave e-mail campaigns that draw on a variety of customer attributes, and behavioral and purchasing patterns.

Firstwave Technologies and LeadMinder.com have formed a partnership that will provide Firstwave customers with increased sales effectiveness by offering LeadMinder.com's automated inquiry management service in conjunction with Firstwave's Web-based relationship management application. LeadMinder.com will find, qualify and develop new leads for companies that are using eRM, Firstwave's Internet relationship management application suite.

Kana Communications, a provider of enterprise relationship management solutions, and eLoyalty, an eCRM services company, have partnered. eLoyalty will integrate Kana's e-business applications with eLoyalty's eCRM consultancy skills and technology to provide a multi-channel solution.

ON!contact Software, a CRM software developer, and Wipfli, an accounting, management and information systems consulting firm, have joined forces to deliver enterprise-wide CRM. Wipfli will resell ON!'s Client Management Software. Adding CMS software to its offerings will enable Wipfli to provide its customers with enterprise-wide software solutions.

Webridge, a provider of enterprise e-business application software, has aligned with Elateral, a provider of e-solutions for global marketing and demand creation. The relationship teams the strength of Webridge's PRM solution, Webridge Partner Express, which automates tasks associated with partner management, with Elateral's Channel Manager solutions that streamline the creation and delivery of channel marketing communications campaigns. The combination of offerings provides a complete solution to manage marketing initiatives.

Peregrine Systems, provider of Get.It! Employee Self Service Weblications, aligned with ZoneTrader.com, a B2B online marketplace for surplus capital equipment. Peregrine's e-procurement solution Get.Resources! and AssetCenter will be modified to enable transfer of end of lifecycle assets to the ZoneTrader.com marketplace for asset disposition. The relationship will enable customers to manage the lifecycle of their assets, from e-procurement through e-disposition.

Cisco and Hewlett-Packard have launched a joint initiative to accelerate the deployment of contact center solutions offering global consulting systems integration and e-services to enterprise and service provider customers. The initiative will enable HP to integrate and resell the customer contact software platform from Cisco's Internet Communications Software Group.

Epicor Software, a provider of enterprise and e-business software for midmarket companies, and TDC Solutions, a provider of automated data collection and warehouse management and fulfillment systems, have formed an alliance whereby Epicor will private label TDC's core suite and warehouse management and fulfillment system, under the names "Epicor Warehouse Data Collection," and "Epicor eWarehouse Management and Fulfillment." Epicor will deliver the suites with its existing "e by Epicor" suite of applications, providing mid-market companies with a single source solution.

Vroom Technologies, a telecommunications software applications company, will offer New Era of Network's e-business integration software to integrate Vroom's sales and marketing applications for the telecommunications industry with its clients' existing applications. NEON will offer Vroom's sales and marketing software with its suite of telecommunications-focused solutions.

SITEL, an eCRM solutions company, and MyHelpDesk, a computer self-help aggregator, signed an alliance that gives SITEL the ability to provide technical support and help desk services using MyHelpDesk's FirstHELP support solutions. SITEL will use the solutions in a number of SITEL's technical support and help desk services. SITEL will provide technology end-users with the ability to solve their PC-related issues through FirstHELP's directories.

Selligent, a European eCRM company, has partnered with Coface, a corporate performance rating analysis company. Users of Selligent software can now have direct access to Coface's newest offering, a Web-based corporate rating system that enables risk assessment of companies via the Web. The partnership was initiated by Selligent to complement the CRM capabilities it offers to its customers.

Pegasystems, a provider of rules-based, Internet-architected eCRM software and solutions, have announced an agreement with AOL under which AOL will continue using Pegasystems' eCRM solution to help improve customer service delivery to its members. Pegasystem's workflow management technology allows customer service consultants to work from a consolidated view of the customer through an interface, resulting in more efficient service for the customer.

GeePS.com, a wireless ASP, has aligned with Mobilocity. GeePS will offer its clients Mobilecity's end-to-end wireless solutions, and Mobileocity will be able to access GeePS' end-to-end business strategic consulting and engineering implementation services. Both companies will also work together to implement marketing strategies for brick-and-mortars and media companies looking to exploit location-based wireless technologies.


CRM Update

Quintas, a provider of eCRM software, received the Best of Show at Advanstar Communication's twelfth Annual ICCM 2000 Conference & Exposition in August in the online customer service tool category for its eContact Suite. Davox won Best of Show for its Enterprise Solution Services in the hardware/software integration category.

At the ICCM and CRM Solutions conference in Chicago, Eyretel, a provider of contact center recording, monitoring, and analysis solutions for customer experience management, received Best of Show for the best agent monitoring solution.

And at the 2000 RealWare Awards in San Francisco, ON!contact Software won best CRM application for its Client Management Software.

CRM and marketing automation solutions provider Unica has been recognized as part of the "New England Technology Fast 50" for 2000, a ranking of the five fastest-growing technology companies in New England co-sponsored by professional services firm Deloitte & Touche and the law firm Hale and Dorr in association with "Mass High Tech, The Journal of New England Technology. To qualify, a company must have been in business a minimum of five years, with 1995 operating revenue of at least $50,000 and 1999 operating revenue of at least $1 million. The company must be defined as one that develops proprietary technology that contributes to a significant portion of the company's operating revenues; manufactures a technology-related product; devotes a percentage of research to technology; or uses proprietary technology to improve the delivery of services.

Telerx, a customer care service bureau, is celebrating its twentieth anniversary. Founded in 1980, the company handled projects involving physician detailing. The company diversified into projects for pharmaceutical companies in the late 1980s and entered the consumer affairs market and customer service program in the mid-1990s. Telerx is currently enhancing its Internet services to include text chat, as well as additional technologies.

Phonetic Systems, a provider of speech recognition solutions, has announced that its PhoneticOperator speech recognition system has successfully completed testing in Siemens Ready developer support program for seamless operation with Siemen's Hicom 300 H communications server. PhoneticOperator allows Internet Service Providers and Enterprise businesses to provide users with access to people and information by using their voice with any phone or wireless device.

Help Desk Institute, a membership association for service and support professionals, has announced that 800 Support, customer support contact centers, has achieved HDI Certified Support Center status since the company successfully completed an audit of its support center. The HDI Certified Support Center Program is a new program for the review and evaluation of support centers, designed to improve the effectiveness of the support services industry.

ICT Group is opening a new customer contact center in Spokane, Wash. The company is expanding operations to support the increased demand it is experiencing for its Web-enabled CRM services from clients in the telecommunications, information technology and other industry sectors. John J. Brennan, chairman and CEO of ICT, says the expansion will serve the customer care needs of a growing number of West Coast companies better.

Neteos, a developer and provider of Web-hosted CRM solutions for emerging enterprises, is relocating its corporate headquarters within Waltham, Mass. The new offices are larger and will support the company's growth rate and expansion initiatives. The 17,000 square-foot facility will allow for tighter integration in the planning, designing, building and marketing of Neteo's eRMNow! service. The new address is 60 Hickory Drive, Waltham, MA 02451.

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