• September 16, 2005
  • By Coreen Bailor, (former) Associate Editor, CRM Magazine

September 16, 2005

NEW PRODUCTS Jacada on September 19 will announce the general availability of Jacada Fusion Agent Portal, a Web-based thin-client desktop and process optimization platform, geared to simplifying the desktop environment. Features within the solution include automated navigation and workflow across business applications; rules-based script and caller-based alerts for upselling and cross-selling; CTI integration; supervisor-to-agent and systemwide messaging; knowledgebase access tools; and SmartPad, an auto-fill capability that automates redundant data entry. What makes the workspace function, according to David Holmes, executive vice president, is "the platform that Jacada has offered for years." Cox Communications and West Corporation have both licensed Jacada Fusion Agent Portal.
Business Objects has launched six midmarket solution bundles: Compliance Bundle, Dashboard Bundle, Data to Dashboard Bundle, Live Office Bundle, Query and Analysis Bundle, and Reporting Bundle. These solutions, which combine software for data integration, performance management, reporting, are available for 10, 25, or 50 users. The bundles are currently available in the Americas, but are expected to be available worldwide in the future. Unica has enhanced the MRM functionality of Affinium Plan, a Web-based solution designed to boost marketing productivity and accountability. Extended financial management capabilities include the ability to allocate budgets and expenses across various marketing programs and activities; track invoices for up-to-date reporting of actual responses and comparison to budgets and forecasts; and access budgets, forecasts, and actual and committed expenses in one place. Operations management enhancements include the ability to aggregate and evaluate performance at nearly any level by being able to report by department, initiative type, and segment; and track performance against metrics. Edify has announced Edify Voice Studio, an application development environment that provides toolsets for VUI designers, solution architects, and application developers in an integrated environment, to enable fast speech development. Voice Studio allows applications to be reused. ASC, a provider of communications recording solutions for contact centers, financial institutions, and public safety and government organizations, has announced INSPIRATIONpro 7.0, a quality monitoring system. Features include a customer feedback module, the ability to bookmark specific segments of a recording, composite and distribute sessions for instruction, and include and retrieve calls in written reports. IN THE NEWS Maximizer Software has announced that it is delivering wireless CRM access via BlackBerry devices. Maximizer has enabled its Employee Portal for Wireless PDA to support BlackBerry, which allows customers to access their Maximizer Enterprise CRM database without installing extra software on the BlackBerry device. Omniture has announced partnerships with Salesforce.com, MarketLive, and Allurent. With its partnership with Salesforce.com SiteCatalyst for AppExchange is now available. Omniture and MarketLive have announced a technology and reseller agreement to integrate the Omniture SiteCatalyst reporting and analytics suite into MarketLive's e-commerce retail platform. Omniture and Allurent have announced that Omniture has joined Allurent's partner ecosystem and will help drive Allurent's Rich Internet Commerce strategy. ON THE MOVE Harte-Hanks has named George Wiedemanna managing director in its direct marketing organization. The position is new in the company. SPL WorldGroup has appointed Larry Hagewood president and CEO. He has served as president and CEO of n2n Technologies, Mincom's Americas organization, and Paragon Consulting. Related articles: BI Tools to Manage Real-Time Response Pitney Bowes Will Acquire Firstlogic Workforce Optimization's Missing Link
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