January 31, 2005

CUSTOMER WINS Axios Systems has won a contract from the FAA to provide a centralized IT Service Management solution. The agency is installing Axios' assist product on Help Desks in Oklahoma City, supporting Desktop Office Automation, Mainframe Host, the Office of Information Technology's Systems Management Facility, and the Department of Transportation's financial accounting package. The software will provide for both client and Web-based functionality, including pagers, PDAs, and Blackberries. Centive announced that Portal Software has selected Centive Compel as its sales performance management solution. Portal Software has subscribed to Compel to provide on-demand sales performance-management support for its team of 135 sales representatives. IN THE NEWS VenturCom has changed its company name to Ardence and will market its flagship software-streaming solutions under that brand name. The change coincides with today's opening of the company's new global headquarters, in Waltham, MA. ON THE MOVE Connextions announced the promotion of Rob Panepinto to president. Previously executive vice president, he joined Connextions in 1996, having been marketing and sales director at Tesco. NEW PRODUCTS Global Knowledge today unveiled the Targeted Learning Framework (TLF), a collaborative approach for creating solutions that support enterprisewide learning needs. The new approach is designed to help organizations improve productivity for employees, customers, and channel partners, and will be supported by Global Knowledge's proprietary SOLVE methodology. Parature, a provider of on-demand customer support software, announced the immediate availability of the Professional and Enterprise Support Software Editions. The new software comes in two separate editions. Professional Editions is targeted for support teams of one to four representatives, and provides them with access to Parature's knowledge base, ticketing system, and contact management tools. Enterprise Edition is suited for support teams of five or more and combines the features of Professional Edition with the additional tools necessary to address multiple facets of supporting a large end user band. These include an asset management system, real-time chat and monitoring applications, and online discussion boards. Related articles: Transactions: Customer Wins for November 2, 2004 Is Blogging Viable in the Contact Center