February 23, 2005

CUSTOMER WINS Hummingbird, a global provider of integrated enterprise content management solutions, announced that Caser Seguros, one of Spain's leading insurance groups, is implementing the Hummingbird Enterprise suite of management solutions. The Hummingbird Enterprise Document Management system will provide Caser Seguros the ability to streamline information processing, access correspondence and policy documentation, and reduce costs. The final rollout of approximately 500 system users is planned for completion by the end of February 2005. RightNow Technologies, a provider of on demand CRM solutions, announced MegaPath, a managed Internet access service provider, has integrated RightNow Service. MegaPath integrated RightNow within its internally developed customer database to enhance the quality and efficiency of its customer service. MegaPath has seen an improvement in customer care and satisfaction, greater insight into customer services and issues, and a reduction in operation costs. SITEL has selected IEX's TotalView Workforce management system to streamline operations in its German contact centers. IEX, a Tekelec company, is a provider of workforce management and business optimization technology for contact centers. SITEL is a provider of outsourced customer support services. SITEL plans to use TotalView to develop shift models and reduce administrative tasks. In addition, SITEL will implement TotalView to comply with German labor laws. Open Solutions, a provider of integrated enabling technologies for financial institutions, announced that Shelter Bank has selected The Complete Banking Solution to process the company's core data processing needs. Shelter Bank is a former client of EastPoint Technologies. EastPoint was acquired by Open Solutions in June 2004. IN THE NEWS Unisys has signed an agreement with GenuOne to help healthcare and life sciences industries secure their supply chains. GenuOne is a leading provider of product tracking and authentication software. As part of the agreement, Unisys will leverage GenuOne software in its services to help clients meet imminent regulatory and retail mandates, as well as help clients address product safety initiatives and supply chain efficiency. TuVox, a provider of enterprise and service provider software for speech applications, and Genesys Telecommunications Laboratories, an Alcatel company, announced that TuVox has elevated its participation in the Genesys InterActs Partner Program to become a strategic member. As part of the relationship, TuVox can market, sell, implement, and support Genesys contact center software. Epicor Software and IQS, a provider of integrated quality performance management software, have formed a strategic alliance whereby Epicor will use IQS quality management software as the foundation for enhancing the quality management offering within its global enterprise resource planning software solutions. The new offering, Epicor Advanced Quality, will be a management software suite to enable manufacturers to automate business processes. NEW PRODUCTS HEAT 8.3, the latest version of the service management solution from FrontRange Solutions, will allow customers to provide stand-alone service management and to integrate with modules from its new IT Service Management solution. Both HEAT 8.3 and ITSM 5.01 from FrontRange are designed to improve the performance of IT and support organizations by providing functionality fully compatible with ITIL, a service management for best practices. RightNow Technologies, a provider of on demand CRM software solutions, announced the addition of Korean language support to RightNow CRM 7.0. RightNow CRM 7.0 now supports a total of 14 languages. Related Articles: RightNow Announces a Major Extension to its CRM Suite Trends Driving CRM Growth in 2005 Hummingbird, ,, Open Solutions, Unisys, Epicor Software, ,