New Product Spotlight: February 18, 2004

ACCPAC announced a major upgrade to its ACCPACcrm.com online subscription service. Enhancements include comprehensive single-click integration with Microsoft Outlook, bidirectional, seamless integration with back-office accounting, and a faster and easier to use interface. The service will now offer additional reports and improved reporting flexibility, with report creation in Adobe Acrobat PDF format. Chordiant announced the Chordiant 5 Rules Designer and the Chordiant 5 Rules Server. The technology is designed to address customer-related card disputes and charge backs, and provides support for Chordiant's Straight Through Service Processing, which automates front-to-back office processes associated with customer interactions. The solution features the ability to encode Visa and MasterCard regulations for increased consistency-of-dispute or charge-back execution, and improved compliance with card operating regulations. Empirix launched the Hammer CallMaster 4.0, the newest in a series of quality-assurance solutions for voice application infrastructures in the contact center. With it companies can test and monitor speech, call-routing, and CTI applications from the end-user perspective. The solution provides a fully automated virtual-caller transaction scripting solution that reduces test and monitoring design, development, and execution by up to 90 percent. Harte-Hanks introduced Allink On Demand, a Web-based, data-driven marketing-services solution that enables the design and execution of localized and customized mail and email campaigns. Local branches, dealerships, retail storefronts, and franchises can select from a variety of brand-approved templates and customize them with preapproved logos and messages. Allink On Demand is available in three configurations (QuickStart, Enhanced, and Customized), to accommodate the needs and budgets of small and large businesses. Eloqua released its Conversion Suite Enterprise Edition, a sales cycle acceleration suite that extends the capabilities of CRM applications. The solution allows for seamless interdepartmental synchronization, and lets enterprises create an automated, repeatable process to optimize marketing efforts, improve lead quality, increase site traffic conversion rates, and increase sales. It also provides real-time visibility of online and offline lead generation campaigns, deep Web-site traffic analysis, and marketing programs that automatically target a prospect's interests. SupportSoft made available the latest version of its Request, Resolve and Notify (RNN) software. RNN is designed to help companies speed issue resolution, improve customer satisfaction, and reduce service-and-support costs. Enhancements include an updated security model for easier sign-on and usability; improved notification capabilities for more flexible service request-status communication; and more streamlined request processing.