October 18, 2005

NEW PRODUCTS AIM Technology has unveiled Version 6.0 of its performance management suite, an application that allows organizations to improve operational efficiency and effectiveness. Features include real-time insight such as notification and alert systems to help managers spot and address agent performance issues; a response-action system that provides recommended actions based on predefined policies when KPIs are not in line with targets; prebuilt connectors that integrate data from back-end systems (including ACD, IVR, quality monitoring, and workforce management); prebuilt KPIs, reports, and management dashboards; and new process management applications. "With [our] customers we're finding a definite trend that if the call center is being managed effectively...it's understanding what contribution the call center is making to the organization," says Tony Hayward, president and CEO of AIM Technology. He notes that one of the most significant elements of the latest upgrade is its real-time call center management functionality. "What we're doing in Version 6 is the real-time part." Dendrite, a provider of CRM solutions for the life sciences industry, announced the availability of 360 Insights, a Web-based solution designed to provide insight about marketing and sales performance. 360 Insight is designed specifically for pharmaceutical sales and marketing teams. Customer data is collected from various business units, analyzed, integrated, and validated to enable brand managers to gauge the performance of their marketing tactics and sales representatives. Apptera today launched Apptera Business Intelligence, a comprehensive BI solution. The new solution consolidates and analyzes data needed to better understand caller interactions from a contact center. Business Intelligence generates high-level summaries or executive dashboards that highlight top performance metrics. Soffront Software is now offering a Seminar and Event Management module to improve a company's ability to plan, execute, and measure the effectiveness of seminars and events. The Seminar and Event Management module is designed to simplify the task of seminar and event marketing, enrollment, and management. It provides email invitations, registration lists, and names tags. ON THE MOVE Deltek Systems, an ERP provider, has named Jim Reagan CFO. Reagan will be responsible for the company's continued expansion and future acquisitions. Five9 has appointed Jim Madden as vice president of Five9's Carrier Services Division. Madden will drive the company's plans for partnering with carriers around the globe. IN THE NEWS RedPrairie, a provider of supply chain management solutions, has acquired RangeGate Mobile Solutions to expand the company's product offerings. RangeGate provides software and mobile solutions for managing visibility, compliance, and execution in warehouse and stores. Related articles: All the Talk at SpeechTek Virtual Contact Centers Need Some Fine-Tuning