• February 2, 2005
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

February 2, 2005

CUSTOMER WINS Envision Telephony announced that
Mazda North America has selected Envision Click2Coach to enable improved customer service by developing agent skills and increasing their efficiency. Click2Coach includes Envision Quality Monitoring and Envision eLearning. Mazda will conduct quality evaluations of its customer service representatives with its primary focus on enhancing their proactive coaching and training efforts. The implementation will also help Mazda supervisors and trainers coach agents more frequently by sending personalized training to the desktop without effecting service levels. Salesforce.com announced that RiskMetrics Group, a portfolio risk-management firm, is using Salesforce.com and the sforce integration platform to create operational efficiencies across its global enterprise. RiskMetrics has integrated Salesforce.com with its accounting system to create a front-office single view of customer information and back-office financial activity. KANA Software announced that Staples is leveraging KANA Response to offer customer service across multiple business units. Staples, which supplements its 1,400 retail stores with numerous e-commerce sites, is using KANA Response for email based customer inquires. Sanlam Life, a provider of retail and group life insurance, deployed Siperian Master Reference Manager from Siperian to create a central repository of customer reference data. The implementation has increased the number of policies managed per advisor and reduced policy lapse rate for Sanlam. IN THE NEWS Witness Systems today announced financial results for the fourth quarter and year ended December 31, 2004. Fourth quarter revenue was $38.7 million and net income was $4.5 million, or $0.17 per share, up from revenues of $33.6 million and a loss of $0.09 per share in the fourth quarter of last year. For the year, total revenue was $141.3 million and net income was $9.4 million, or $0.36 per share, compared to $108.0 million in total revenue and a loss of $0.94 per share in 2003. Mercury Interactive, a global provider of business technology optimization, announced a joint marketing agreement with SAP America. In addition, Mercury also announced a multiyear commitment with SAP to offer Mercury LoadRunner, a performance optimization product, as part of SAP's support services offering for customers of the SAP NetWeaver platform. The companies will work together globally to help customers test the performance and scalability of their SAP solution deployments. The agreement between Mercury and SAP covers a portion of SAP Go Live Check Service and other offerings from SAP Active Global Support. NEW PRODUCTS Salesforce.com, announced the creation of the sforce Developer Program for Microsoft Office. Through this program, millions of developers building on Microsoft Office 2000 or newer versions will have access to free tools and resources to create solutions that integrate sales, marketing, and support information directly into the Microsoft Office System productivity applications. Stellent, a global provider of content management solutions, announced the release of Stellent Universal Content Management 7.5. New features and functionality focus on customer-driven enhancements to speed deployments and increase ease-of-use. Improvements include compliance and records management, multisite Web-content management, partner and customer extranets, infrastructure consolidation, and financial processes. Related articles: Service Isn't Just About Being Nice, It's About Resolving Issues Witness Systems to Purchase Blue Pumpkin Midmarket Champions
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