March 15, 2005

CUSTOMER WINS Verint Systems was selected by C-CUBED, a service outsourcer in the Philippines, to enhance service for clients. C-CUBED is implementing Verint's ULTRA solution at its facilities in Quezon City and Metro Manila to provide support for the company's customer service operations. Indianapolis has deployed a citizen relationship management system from Siebel Systems to provide better citizen service and resolve citizen requests faster. The new system, based on Siebel Public Sector and deployed by Tier 1 Innovation, consolidates citizen information, manages and tracks citizen requests, and is integrated with city departments and agencies to improve case resolution and increase accountability across city departments. Hewlett-Packard was selected by Renault to manage the car manufacturer's global desktop computing needs during the next five years. Through the deal Renault will standardize its IT environment, including annual cost reductions and improved customer service levels. HP also will provide support for helpdesks and eSupport (online Web portal support) and asset/license management. Business Objects announced that Sandia National Laboratories will implement Business Objects for its BI. Sandia National Laboratories provides financial reports for the Department of Energy and the National Nuclear Security Administration. The implementation aims to save project and financial managers time consolidating information. Empirix has implemented PeopleSoft Enterprise Student Administration with Arizona's Maricopa Community Colleges, one of the nation's largest community college districts. PeopleSoft Enterprise Student Administration will manage all of the colleges' student services and business operations via the Web. IN THE NEWS I360technologies has entered into an agreement to purchase Cantilever Technologies, a software development and consulting company. As part of the agreement Cantilever will retain its company name and its offices at Purdue Research Park near Purdue University. I360technologies is an Oracle E-Business Suite integrator. Cantilever's Readiness Engine software helps companies analyze, understand, and resolve problems related to everyday exceptions to standard customer transactions. NEW PRODUCTS Aspect Communications released Aspect eWorkforce Management version 6.3, the latest in its workforce management software suite for contact centers. New capabilities include workforce productivity through increased agent input to scheduling, increased data and customization for analytics and integration of outsourced and in-house staffing. VanillaSoft will integrate TeleBlock, Call Compliance's patented Do Not Call (DNC) screening and blocking system, as part of the company's Web-based sales automation platform. Users have the ability to instantly screen and block their outbound calls against all DNC lists via VanillaSoft's Internet browser technology. eAgency Systems, a provider of on-demand Web and wireless CRM solutions, has launched Nice Office Wireless for the new Research in Motion BlackBerry 7250 Wireless Handheld. Nice Office SFA/CRM software is designed for mobile professionals to manage business information through Web and wireless accessibility. Related articles: How to Maximize Analytics' Effectiveness QM Is Poised For Growth