New Product Spotlight: October 29, 2003

Business Objects has announced the completion of integration between BusinessObjects Enterprise 6 and the PeopleSoft Enterprise Performance Management (EPM) suite. Business Objects and PeopleSoft have worked together to create a complete set of analytics and reports that support the entire suite of PeopleSoft EPM Functional Warehouse modules. By the end of the year PeopleSoft will make available more than 140 reports, 14 universes, and a security bridge that links Business Objects with the PeopleSoft EPM Functional Warehouse modules. These modules cover a complete set of packaged analytics, including Customer Relationship Management, Enterprise Service Automation, Financial Management, Profitability Management, Supply Chain Management, and Workforce Analytics, according to the companies. Salesnet has added new real-time business intelligence capabilities to its hosted CRM solution, which the company says will allow on-demand access to reports and analysis of CRM data. Executives, sales professionals, and managers using Salesnet can now more effectively plan sales campaigns, track trends and more accurately forecast, and collaborate on account strategies in real-time, according to Mike Doyle, chairman and CEO of Salesnet. Users can access these capabilities via a new completely customizable dashboard, the company says.
Genesys Telecommunications Laboratories, a subsidiary of Alcatel, has introduced a new, hosted contact-center solution. The Managed Services Suite is designed to deliver enterprises a consolidated, low-cost way of outsourcing customer service technologies, while maintaining control over sensitive customer data. Genesys is partnering with telecommunications carriers, systems integrators, and service providers, including NetByTel and BT Retail, to offer Genesys Managed Services. Remedy announced the release of Remedy Customer Support 5.0, an enhanced version of its customer service and support application. Remedy Customer Support 5.0 enables companies to better expedite problem resolution, improve overall service delivery, improve the productivity of customer support personnel, and better integrates with other systems with the use of Web services, according to the company. NEC America announced the availability of Global Navigator 5.0, a monitoring solution for tracking call activity and agent performance across single or multiple contact-center operations. Global Navigator 5.0 features Infocast, a real-time information delivery solution that sends critical contact center statistics to a small window at the agent's workstation, NEC says. Other architectural additions include the transition to the Linux operating system and the introduction of MySQL as the database management system. Expertcity this week debuted GoToAssist 5.0, its virtual on-site support solution. With GoToAssist, formerly called DesktopStreaming, both traditional phone-based and Web-based support representatives have the flexibility to chat online with customers, show a live product demo, "push" a Web page or file transfer, and take permission-based control of the customer's mouse and keyboard to resolve a problem, the company says. GoToAssist 5.0 also offers a variety of customization services, including integration, branding, and localization.
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