Pivotal and Incentive Systems Offer Global Solution
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Canadian CRM vendor Pivotal and incentive compensation solution provider Incentive Systems have formed a partnership to provide a global, integrated solution for creating, managing and communicating incentive programs from presales to customer support. "The goal of a global incentive program is to maximize results during all phases of customer relationship management, presales to sales, to marketing and customer support," says Norm Francis, president and CEO of Pivotal. "By combining Pivotal's eCRM solution with Incentive's enterprise incentive management system, it will be easier for companies to motivate and measure the performance of everyone involved in the CRM process." The new solution will be available by the end of the year. Prices have yet to be determined.

• A year after automating many of its processes with a CRM solution, the Bank of Scotland reports that productivity has increased by 35 percent. In July of 1998, the bank implemented PegaWorks, by Cambridge, Mass.-based Pegasystems, to automate activities relating to standing orders, direct debits and bill payment for the entire retail branch network. "Centralizing all our operational services in one division has helped us to achieve substantial economies of scale, says Donald Graham, head of Central Support, Bank of Scotland. "We have also achieved major improvements in customer service."

• EGain, a provider of customer service infrastructure for e-commerce, acquired Sitebridge, a real-time customer service application vendor. With the Sitebridge technology it acquired, eGain adds Web collaboration, telephone callback and interactive messaging to its e-mail management systems.

• Calico Commerce, maker of the Calico eSales Suite, announced a partnership with Deloitte Consulting's DRT Systems, a provider of integration services and solutions for e-commerce. DRT Systems will assist in the implementation of eSales.

• Dutch enterprise application vendor Baan announced that Mary Coleman has been promoted to the position of CEO. Coleman, who prior to this appointment served as president of Baan, came to the company in 1997, when Baan purchased Aurum Software, where she served as CEO.

• SalesVision, a North Carolina-based provider of CRM solutions, recently received $8 million in private equity financing from Technology Crossover Ventures, a multistage venture capital firm based in Palo Alto, Calif.

• Lucent Technologies and software provider Mosaix recently completed a $145 million merger that will enable the two companies to expand into the customer relationship management market. Mosaix and its employees are now a part of Lucent's Business Communications Systems unit and will focus on delivering customer service solutions.

• European IT consulting firm Cap Gemini and Oracle have formed a worldwide partnership to jointly deliver integrated CRM programs utilizing the Oracle CRM 3.1 suite of applications. The companies intend to develop, market, sell and implement products and services and provide collaborative solutions to joint clients.

• MessageMedia, a provider of e-mail-based CRM and direct marketing services, has acquired e-mail software developer Revnet of Huntsville, Ala. Under the terms of the deal, MessageMedia will issue approximately 4 million shares of its own stock for 100 percent of the outstanding interests in Revnet.

• PricewaterhouseCoopers, SAS Institute and Exchange Applications recently announced they will work together to deliver enterprise CRM solutions. The solutions will include SAS Institute's data management software, campaign management software from Exchange Applications and implementation services from PricewaterhouseCoopers.

• Customer contact solution provider Davox is attempting to extend its reach into the Asia-Pacific market by signing a distribution agreement with Universal Electronics & Computers (UECI) of Taiwan. Under the terms of the agreement, UECI will distribute Davox's Allbound product suite of inbound, outbound and blended customer contact solutions throughout Taiwan.

• In an effort to expand into the CRM software market, help-desk vendor Remedy has acquired SFA vendor Pipestream for an undisclosed amount. Through the acquisition, Remedy, which began moving into the market last year by launching a CRM business unit and buying customer-service vendor Baystone Software, will be able to offer a full CRM suite.

• Canadian CRM solutions provider Janna Systems has opened its first direct sales office in the United Kingdom, at the World Business Centre in London. The firm also recently signed two established partners in the U.K. market, Centurion and Targetfour Limited, who will sell the Janna Contact Enterprise solution.

• CRM vendor Onyx Software has acquired Versametrix Corp., a developer of leading-edge Internet technology in the emerging corporate portal market. This acquisition expands Onyx's front office portal product offerings to include a comprehensive, browser-based personalization framework and a Web-based intelligence solution.

• Two Canadian software providers, Burnt Sand Solutions of Vancouver and Next Generation Solutions of Toronto, have joined forces to expand their offerings in the CRM market. Under the terms of the deal, Burnt Sand paid $3.9 million in cash and 2,038,000 in common shares of its own stock for Next Generation.

• In a deal worth $10.5 million, Dendrite International, a supplier of sales forces effectiveness solutions for the pharmaceutical and consumer packaged goods industries, has acquired Marketing Management International (MMI), a provider of palmtop software and paper-based sales force solutions and consulting services. By acquiring MMI, Dendrite hopes to expand its product line and reach in the global market.

• Primus, a provider of Web-based problem resolution and knowledge management software, recently announced an alliance with CRM software vendor Siebel Systems, in which Primus will become a Siebel Premier Software Partner.

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