May 23, 2005

NEW PRODUCTS KANA has released a new, updated version of KANA Response, its email response management solution. The enhancements include multilingual capabilities, outbound rules, and workflow replication. The new functionality is designed to improve customer service levels while reducing costs, according to the company. CanyonBridge, a provider of Web-based enterprise messaging delivery solutions, and LignUp, a provider of Web services-based communications solutions, have announced a technology partnership to integrate CanyonBridge's cbForce with LignUp's VoIP Communications Platform. The new CanyonBridge-LignUp solution will integrate voice communications and email communications with Salesforce. Voxify has announced a new suite of agents entitled Automated Agents. Specifically designed for the retail industry, they will handle customer service calls related to shopping, order taking, order status, and checking stock. eAgency, a provider of on-demand CRM solutions for the SMB home office market, has announced the sales kit expansion of Nice Office. The newest version of eAgency's CRM solution includes new Web and wireless functions such as sales funnel, mail merge, user defined contact and sales fields, location maps, and driving directions. IN THE NEWS Apropos Technology has announced that UniPress Software, a mid-market provider of Web-based service desk automation software, has joined the company's Technology Alliance Partner program. The relationship will combine UniPress' Web-based customer support with Apropos' contact center communications management solutions. Agency.com, a service interactive agency, and Marketspace, a strategic advisory firm that specializes in optimizing customer interactions, have formed a research consortium to explore best practices for creating integrated customer experiences. CUSTOMER WINS Business Objects, a provider of BI solutions, has been awarded a blanket purchase agreement by the Department of Defense (DoD). This agreement is part of the DOD's Enterprise Software Initiative, a joint project designed to streamline software procurement across all DoD components. The DoD will use BI to improve management visibility into financial systems, personnel, supply chain, and training. Bernstein Shur has selected InterAction, a CRM solution provider for professional services organizations. The law firm is deploying InterAction to consolidate intelligence about clients, contacts, and relationships among its three offices and to provide access to this information for its lawyers and marketing teams. Related articles: Salesnet and UniPress Software Announce an Alliance KANA Relaunches Its Email Management Solution