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Partnerships & Alliances, CRM Update
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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 life cycle assets to the ZoneTrader.com marketplace for asset disposition. The relationship will enable customers to manage the life cycle 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.


CRM Update


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 Neteos' eRMNow! service. The new address is 60 Hickory Drive, Waltham, MA 02451.

SITEL and eServices International have formed a Caribbean unit called SITEL Caribbean for eCRM and back-office processing services for SITEL's U.S. clients. eServices International comprises a group of Jamaican and U.S. managers and investors. Both companies have funded the start-up of this operation.

Motive Communications, a provider of online customer care solutions, has launched an initiative to increase its e-service technology in emerging market opportunities. Motive Labs, a newly created special business unit within Motive will work in collaboration with Motive's customers and strategic development partners to foster the creation of e-service networks and businesses for specific vertical markets. A Motive Labs team consisting of product development, marketing and business development will work with Motive's strategic partners to tailor the company's products. In addition, Motive Labs will work with those partners to develop business models and company structures.

Imagine, a developer of communications software solutions that provide live customer interaction via the Web, was awarded the Call Center CRM Solutions Editor's Choice award from Technology Marketing. Imagine's Visual Meeting was chosen for outstanding achievement as a leader in the computer telephony industry. Visual Meeting is a communications software solution that Web-enables contact centers with interactive tools to increase agent productivity, sales and customer service, as well as strengthen customer loyalty.

The Help Desk Institute, a member association for service and support professionals, has selected Remedy, a supplier of eCRM and e-business solutions, as its first platinum sponsor. The sponsorship program will provide expanded membership benefits to HDI's members, while providing sponsoring companies with increased exposure to Help Desk Institute members.

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