• November 15, 2005
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

November 15, 2005

NEW PRODUCTS Interactive Intelligence has a new version of Customer Interaction Center (CIC) 2.4. The latest version of its flagship IP contact center software focuses on three areas; scalability, agent optimization, and voice messaging. CIC 2.4 features the SIP-based Interaction Media Server, which increases scalability by transferring the majority of all media processing to the dedicated media server. In an all-software deployment, scalability has jumped from 25 agents to about 300. In deployments that include voice-board hardware, the company has doubled its scalability, according to Joe Staples, Interactive Intelligence's senior vice president of worldwide marketing. Interaction Media Server also provides end-user companies with enhanced reliability, because of its architecture, in the event of a failure to the CIC server, calls stay connected without user disruption, according to the company. Agent-optimization additions include "the synchronization of the voice recording and the screens that the agent went through," which enhances training, Staples says. Additional enhancements include support for real-time and alert-based agent messaging, agent real-time queue status, and whisper coaching. The release, which will be generally available at year's end, also features speech-enabled command and control and configurable voicemail menus.
Tigerpaw Software has begun shipping version 10 of Tigerpaw CRM+. In all, more than 1,000 user-requested enhancements were made, all designed to bolster the product's core functionality in contact management, sales force, and marketing automation, service management, and inventory control. Tigerpaw CRM+ supports a larger screen size, provides a new explorer bar for nimble system navigation, supports high-color icons, and employs passive task and workflow notifications. Business Objects has announced the availability of Crystal Xcelsius, a new BI solution that allows users to turn ordinary Excel spreadsheets into interactive visual analytics that display business information. Crystal Xcelsius is based on technology obtained through the acquisition of Infommersion. Presentations can be shared with other team members via PowerPoint, PDF, Outlook, and the Web. Linksys announced Linksys One, a new brand of complete communications solution for small businesses that is hosted by service providers and sold and supported by VARs. The new solution delivers an IP-based services platform to enable the delivery of hosted services such as voice, Internet, video, and security. Linksys will roll out additional Linksys One solutions that automatically configure when connected to the services router such as network storage, Wi-Fi phones, and cameras. Coremetrics has released Coremetrics 2006, which offers enhanced data access to plan, measure, and test integrated marketing and merchandising efforts. Coremetrics 2006 provides ad hoc user dashboards and visualization tools. Businesses will be able to integrate online campaign data across the organization and gain valuable and actionable insights to drive a highly profitable online channel. IN THE NEWS Oracle has selected OnDemand Software's Personal Navigator to develop an enhanced version of the Oracle User Productivity Kit that will cover all of the Oracle enterprise software product lines. The Oracle User Productivity Key will support end-user training with enhanced capabilities for the Oracle E-Business Suite, PeopleSoft Enterprise, J.D. Edwards World, and Retek product lines. The agreement extends through 2013 and will incorporate future Oracle products. Knova Software announced financial results for the third quarter of 2005 ending September 30. Revenue for the quarter was $5.7 million as compared to revenue of $4.0 million for the third quarter of 2004. The net loss for the quarter was approximately $942,000 or $0.11 per share compared to net income of approximately $201,000 or $0.04 per share for the third quarter of 2004. "Our third quarter as a combined company (with Kanisa) was characterized by continued strong execution, solid revenue, and market momentum," Bruce Armstrong, president and CEO, said in a written statement. NICE Systems announced record results for its third financial quarter of 2005. Third quarter revenue was a company record high of $82.7 million and represents a 30 percent increase over $63.5 million in the same quarter of 2004. "These results and the other successes of the third quarter validate once again our vision for Insight and Interactions, our ability to deliver on that vision to the enterprise and public and security sectors, and also that the effective integration of the Dictaphone CRS business is delivering on its promise," CEO Haim Shani said in a written statement. ON THE MOVE Deltek has named Bill Clark its new CMO. Clark will direct all marketing activities, including strategic communications, lead generation, field and product marketing, public relations, analyst relations, and business development efforts worldwide. Related articles: Business Objects: Refocusing BI's Role? Knova Knows Knowledge Avoiding the Speech Rec. Wreck
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