• January 26, 2005
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

January 26, 2005

CUSTOMER WINS Sabio, a provider of contact center services and solutions, won a contract from
HCL BPO Services, a Northern Ireland contact center, to provide support and maintenance for HCL's Avaya ACD and Concerto technologies. Under the three-year contract, Sabio will supply HCL with 24/7 support for its Belfast contact center. HCL hopes the delivery will improve service levels and ensure minimal downtime for customers. As part of the service support Sabio consultants will advise HCL on technology strategy for its contact centers. Motive, a provider of management software, announced today a new agreement with ACCA Networks, one of Japan's largest digital subscriber line (DSL) providers. ACCA Networks will use Motive software to build automations into its broadband services, and hopes to more quickly activate new offerings for subscribers connected to its network. RightNow Technologies announced that Pactolus, a provider of IP voice software solutions, has selected RightNow CRM. for its strategic CRM platform. Pactolus will use three integrated applications: RightNow Marketing, RightNow Sales, and RightNow Service Sales will automate the company's end-to-end sales processes, Marketing will automate targeted communications, and Service will deliver technical support to customers. ForeSee Results announced that Cabela's a hunting, fishing, and outdoor gear supplier, has engaged Results to analyze online customer satisfaction in an effort to increase conversions on www.cabelas.com. ForeSee Results measures customer satisfaction for people browsing the Cabela's Web site and identifies key drivers of customer satisfaction. ForeSee Results will also measure Cabela's online checkout process. IN THE NEWS SAP announced its preliminary financial results for the fourth quarter and year ended December 31, 2004. Total revenue for the full year was euro 7.5 billion, which was an increase of 7 percent when compared to 2003. Net income for 2004 was euro 1.3 billion, or euro 4.22 per share, representing an increase of 22 percent to 2003. Total revenue for the fourth quarter of 2004 were euro 2.4 billion, an increase of 8 percent for the same period of 2003, while net income increased 29 percent compared to 2003, up to euro 542 million, or euro 1.74 per share. Interactive Intelligence, a global developer of business communications software, today reported revenues of $14.4 million and net income of $513,000, or 3 cents per share, for the fourth quarter ended December 31, 2004. The increase in revenues was 11 percent over revenues of $12.9 million reported for the fourth quarter of 2003. For total year 2004, Interactive Intelligence reported record revenues of $55.1 million, and net income of $1 million, or 7 cents per basic, and 6 six cents per diluted share. This represents a 7 percent increase over revenues of $51.5 million reported for 2003. Talisma announced yesterday that Sutherland Global Services has signed on as a Talisma partner. The Talisma CoSource Partner Program allows BPOs to deliver enhanced customer services that leverage multiple channels of customer communications, including email, chat, phone, and Web self-service. BPOs using Talisma differentiate their product and service offerings by bringing customer service benefits to both existing and new customers. NEW PRODUCTS SmartCompany, provider of SmartCompany, a Web-based business platform, announced the availability of the SmartCompany January '05 release. The newest version features a wide range of enhancements to improve sales, transactions, and order efficiency. The January '05 Release is targeted to SMBs. Channel Intelligence, a e-commerce services company, announced the availability of the Commerce Data Syndication service for online retailers. This service provides retailers with delivering customized product catalogs to their e-commerce partners. The service unifies and categorizes products available for sale and attaches them to the identical products on the retail partner's Web site. Related articles: Hosted Service Gets a Boost Daily Dispatch: January 25, 2005
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