March 18, 2005

CUSTOMER WINS Convergys has announced it will provide its Infinys Rating and Billing software, along with its professional and consulting services, for ESPN Mobile. The company will use Infinys to rate and bill ESPN Mobile, which will be structured as a mobile virtual-network operator. Verint Systems has announced that BMO Bank of Montreal has selected Verint ULTRA Intelligent Recording for four networked contact centers that support the financial institution's credit card and direct banking operations in North America. E-Glue Software Technologies has announced that KeyCorp, a bank-based financial services company, has implemented e-Glue Software Technologies Guideline performance support tools across multiple call centers. The solution automatically delivers targeted offers and information to each client during a service call. According to the company, in a 12-week pilot program KeyCorp increased referrals from service to sales by more than 27 percent, boosted the rate of new applications by more than 23 percent, and grew its telesales revenues per call by 27.6 percent. IN THE NEWS Oracle has announced that it is raising its cash tender offer to buy all outstanding shares of Retek to $11.25 per share. SAP America, SAP's North American subsidiary, increased its tender offer price to $11.00 per share in cash Thursday. ON THE MOVE Kevin Martin has been named new chairman of the Federal Communications Commission, replacing Michael Powell. Martin has been a commission member since 2001. Robert Chamberlain will join Onyx Software as CFO effective March 28, 2005. This announcement comes on the heels of the resignation of Brian Henry, executive vice president and CFO, announced earlier this week. Chamberlain's experience includes serving as the part-time CFO of PayScale, CFO of F5 Networks, an Internet traffic and content management products provider, copresident of the Photodisc business unit following its merger with Getty Images, and executive vice president and CFO of Midcom Communications. Related articles: 6 Secrets to Selecting the Right Contact Center Location Enterprise CRM: Change Is Inevitable The FCC Flexes Its VoIP Muscles