November 22, 2005

NEW PRODUCTS Five9 has made available new worldwide dialing capabilities for the Five9 Virtual Contact Center to enable users to make calls affordably anywhere in the world. To accomplish this, Five9 negotiates long distance in aggregate for its 450 customers worldwide, enabling lower prices than if customers were to negotiate individually with service providers or telecommunication companies. Knowlagent announced the availability of r8, the newest version of the company's call center solution. New enhancements are focused on meeting revenue goals and improving customer satisfaction. Improvements include a role-based console for the agent and the supervisor that provides dashboards to monitor activity and actions to improve agent performance, sensing technology to track and report on agent behaviors in real time, and profiling technology that identifies agent traits to provide coaching insight and remedies. IN THE NEWS Enkata announced that it has acquired intellectual property assets from ePeople, a provider of Web-based collaborative knowledge management solutions. With the acquisition, Enkata will add the collaboration, initiatives management and email integration components of the ePeople suite into future versions of Enkata. ON THE MOVE Cognos announced that Claudio Silvestri will join the company as CIO. Silvestri will be in charge of the company's worldwide information systems and infrastructure. Coremetrics has appointed Steve Cox vice president of operations. He will be responsible for the development, enhancement, and maintenance of Coremetric's e-commerce platform. Onyx has a new chief strategy and development officer. Philip Minasianwill be responsible for spearheading the company's partnering and business development activities. Related articles: Virtual Contact Centers Need Some Fine-Tuning Cognos 8 Highlights Simplicity

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