New Product Roundup: March 3, 2004

Siemens Information and Communication Networks announced its HiPath ProCenter Agile application, a solution targeted to SMEs with high-volume call centers. Agile supports up to 150 active agents at one time, allowing them to monitor real-time availability of other agents, managers, and experts across the enterprise. It provides caller prompting menus, call-routing strategies, user and group administration tools, and visual monitoring and reporting features. The application "is capable of running on traditional TDM or IP telephony platforms," says Al Baker, vice president of eCRM Solutions at Siemens, "providing investment protection and offering our customers a path for growth and migration." Onyx made available Onyx CitiServe, a CRM solution designed for United States cities and counties to respond to, track, and measure citizen inquiries. Its single database enables citizens to log and track service requests online, and its reporting and analytics software provide government officials with real-time information on citizen service levels and call center effectiveness. Patrick Angelel, director of corporate marketing, says Onyx is to deliver the CitiServe system through its partner network, "because that is typically how governments buy."
KANA released KANA Response Live, a module for Web collaboration, online chat, and cobrowsing. Key features include text chat and predefined responses for preformatted answers to frequently asked questions; multiple chat/cobrowse sessions, to interact with up to four customers simultaneously; and queuing and routing, to route Web requests on skill-base, product focus, language, or other customer designated factors. The new module integrates with the entire KANA iCARE suite. Nortel Networks launched a new set of wireless LAN solutions, including a wireless IP telephony portfolio and an adaptive WLAN solution. "As our customers introduce wireless LANs into their networks, we are giving them choices in how to securely configure their networks," says Malcolm Collins, president of Enterprise Networks, Nortel Networks. The offerings are expected to give customers a range of choices suited to their business requirements, to simplify infrastructure administration, and provide connection security comparable to a wired environment. Dictaphone introduced the ContactPoint Trainer module, a Learning Management System designed to help contact centers optimize their staff. The solution connects a center's assessment with training programs through a shared competency model, which details the skills, knowledge, and abilities necessary for a job. Trainer then compares an agent's assessment scores against targeted proficiency levels, recommending specific training to resolve competency gaps and improve agent performance. DemandTec launched DemandTec 4, the latest version of its CDM Science Platform and applications. The solution incorporates four Web-based products: DemandTec CDM Science Platform, DemandTec Price, DemandTec Promotion, and DemandTec Markdown-. They allow retailers to create, test, and execute merchandising strategies. The solution includes technology for optimizing base pricing and promotions, whole store pricing, and market basket analysis, enabling retailers to quantify the Total Store Impact of their merchandising decisions.
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