New Product Spotlight

Onyx Software has released CRMExpress, a fixed-price, out-of-the-box CRM solution designed for fast implementation. Onyx says that for $199,000 the package provides a complete CRM system to large and midsize companies for up to 50 users, with implementation completed in fewer than 90 days. If customers prefer a hosted model, they can select the IBM eBOD CRM On Demand solution, which features the same Onyx Enterprise CRM functionality offered as an ASP, according to Onyx. WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service. The new functionality provides marketers with an outsourced, centralized tool for tracking up to hundreds of online campaigns in real time. HitBox delivers these capabilities through a number of formats, including a graphical Web-browser interface. The new capabilities include campaign autodetection, custom attributes, support for multiple cost models, custom goals, and the ability to tie offline revenue data to online campaigns. Epicor announced this week it has added SurveyWave to its Clientelle CRM suite. SurveyWave is designed to leverage the data in Clientele to deliver targeted customer surveys and helps increase profitability by enabling employees to act on customer feedback. SurveyWave enables the swift creation of accurate surveys and their straightforward deployment on the organization Web site, through a paper mailing, in a direct e-mail campaign, or a telephone interview, according to Epicor. Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center (IPCC) and Network IP Contact Center, and has added support for multiple, major IP Private Branch Exchange (PBX). The Genesys IP Contact Center portfolio aims to deliver all the functionality formerly available only in traditional telephony environments, enabling a seamless migration path for companies transitioning from circuit-switched communications either to a pure IP or hybrid environment. Genesys' IP suite is broken into three solutions, each addressing a specific market segment: Network IPCC, designed for telecommunications companies and service providers relying on carrier-grade IP soft switches; Enterprise IPCC serves large contact centers with more than 150 agents; and Express IPCC, which offers the same benefits of Enterprise IPCC in a solution specifically suited for midsize contact centers with fewer than 150 agents. Genesys also announced that it has added support for Cisco CallManager (IP PBX). Zeacom, which provides contact center and enterprise messaging solutions, has released CRM ScreenPOP! The product, developed specifically for Microsoft Business Solutions CRM, provides computer telephony (CTI) connectivity between Microsoft CRM and customers' CTI--compliant telephone platforms from Avaya (Lucent), NEC, and Cisco. CRM ScreenPOP! enables Microsoft CRM to bring up customer information as soon as the phone rings and caller identification is confirmed, allowing a business to speed up its telephone transactions and provide immediate personalized service. LiveTime Software is now shipping version 2.0 of LiveTime Support, the company's J2EE Web-based technical support and helpdesk solution. New features include intelligent knowledge-base searching, faster case logging, and upgraded reporting functions that allow alerts and notifications to be routed via email and SMS services so real-time status reports can be delivered to managers. Job timers have been included to track speed-of-resolution.