May 12, 2005

NEW PRODUCTS Talisma announced the availability of Talisma KnowledgeBase.net 5.0. It allows contact centers to generate and measure revenue. Another new feature, KB Remote Search, leverages all sets of content, according to the company, and expands an organization's searchable knowledge by enabling information to be searched for and found in disparate databases, external file systems, and CRM systems via the KnowledgeBase.net search engine and portal. The KB Offline Portal allows end-users to download and easily synchronize knowledge bases on their PDAs or laptops, and the KB Discussion Forum enhances Web self-service by allowing searchable messages, threads, and posts to be included as part of the portal. InQuira has announced the availability of InQuira 7, its intelligent search platform. With InQuira 7, "we've really added capabilities to it so that we have a strong balance..." says CMO Bob Macdonald. Included in the release are Intelligent Search, which provides the core services that drive other products of the platform; Personalized Response, which creates personalized Web site experiences from Intelligent Search results; and Personalized Navigation and Process Wizards--add-on tools that enhance the functionality of Personalized Response. Also, Contact Center Advisor takes the capability of Intelligent Search and integrates it into CRM applications' dashboards; Email and Chat Resolution processes requests for automatic resolution before they are handled by contact center agents; and Information Manager provides content-manager capabilities and workflow-driven capabilities. Kaidara Software unveiled Text2Data Version 3, which is used in conjunction with Kaidara Advisor and helps customers transform unstructured or semistructured sources to be included in a knowledge base. According to CEO Michel Manago, the product shows Kaidara's "ability to search the same content in a personalized way." The latest release offers text mining and data modeling capabilities for retrieving and using unstructured information to expand knowledge bases. The tool mines text directly, producing information that can then be used to find similarities between situations, issues, and questions. Witness Systems has announced enhanced capabilities to its workforce management software, including intradata management, additional configurable alerts, and advanced multisite management. They are available as part of the standard delivery for the company's prepackaged workforce management solution. CUSTOMER WINS Cold Stone Creamery is using NetSuite CRM+ to improve communications, automate franchise awards and marketing programs, and drive online sales of its ice cream products. It will use NetSuite for functionality that includes advanced customization capabilities and an integration framework that will allow Cold Stone to track data like training compliance, store compliance, equipment standards, and franchise leases, according to the company. ON THE MOVE Kintera, a provider of software-as-a-service to the nonprofit and government sectors, has named Richard Davidson CFO. Davidson is the former CFO of IBM's consumer division. The finance and operations executive has more than 14 years' experience in the technology, professional services, financial services, and wireless telecom industries. Epsilon named Craig DePole as vice president and general manager. He will be responsible for managing the Washington, D.C., office and will play a leadership role in the company's fundraising division. He also will provide strategic counsel and support to a host of Epsilon nonprofit clients. Related articles: Customers Gather 'Round Virtual Contact Centers This week's Witness user conference highlighted touch point innovation, a workforce optimization maturity model, and the evolution of the VCC. Something Extra for the Enterprise Web analytics, integrated order management, and partner portals partly comprise NetSuite's new CRM+ offering.