New Product Spotlight: June 4

Oracle and Genesys Telecommunications Laboratories have partnered to offer customers a prepackaged combined solution that includes Oracle's CRM applications with Genesys call center tools. Oracle says the first phase of the product integration will help companies better automate and manage telephone interactions by combining the computer telephony integration and routing capabilities of the Genesys suite with the customer data and business rules of Oracle CRM applications. In addition, operational analytics from Genesys are combined with business intelligence from Oracle. Future releases will deliver integrated multimedia routing, providing the ability for agents to manage phone, email, and Web transactions consistently and efficiently, according to a Genesys statement.
NetLedger released its NetSuite Web Store Developer Kit this week, a tool designed for helping midsize businesses create e-commerce applications. The company says the tool can create Web sites on which products and prices are dynamically updated; each customer is charged her own price level and displayed her own content; inventory is tracked in real-time; orders are taken on a secure shopping cart with fraud protection; multiple warehouses are instantly notified for fulfillment; and customers can track orders and support tickets, all for as little as $400 per month. SAP AG this week has extended its reach into the utilities market, releasing a new product specifically tailored to the needs of natural gas companies. SAP says it has drawn the components of the new solution from its existing tools, SAP for Oil & Gas and SAP for Utilities. RightNow Technologies has released a new hosting management platform, RightNow Hosting 2.0. The company says version 2 allows for easier front- and back-office integration, as well as easier customization. RightNow also says the new management platform offers enhanced business intelligence capabilities. Contact center solutions provider Aspect Communications and Deloitte Consulting have announced a strategic global alliance wherein the companies will market Aspect's contact center solutions combined with Deloitte's Contact Center Delivery Methodology. The companies say the goal is to increase sales effectiveness, improve customer service, and reduce costs in its customers' contact centers.
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  • Genesys