New Products and Partnerships Bolster Small Vendors

Smaller vendors that concentrate on the collaborative arena today made moves to further entrench themselves in the market. Neocase Software unveiled the newest version of its midmarket application, Neocase 10. LiteScape Technologies announced its partnership with Bell Canada, wherein the large Canadian telecommunications company will be selling LiteScape applications across Canada and major U.S. cities.

The newest version of Neocase is designed to help users maximize productivity and quality of customer service through collaboration, knowledge management, and efficient workflow management. Neocase 10 includes collaboration and self-service functions, a partner center, a knowledge base, and modules for service level agreement compliance and location-based field service dispatch.

"Customer service has largely been underserved by the software industry, especially in the midmarket, resulting in poor service quality and escalating service costs," says Herve Pluche, CEO of Neocase. "Neocase was built from the ground up, and has been proven in some of the world's busiest call centers to solve complex customer service cases simply. Neocase is built around collaboration and turns an entire company into a problem-solving organization."

Neocase 10 is available via a site license or through an on-demand agreement. It is also available through Neocase's global partner network and as a bundled offering with Microsoft Dynamics CRM 3.0. Neocase CRM, the combination of Neocase 10 and Microsoft Dynamics CRM 3.0, addresses sales, marketing, and customer service operations. It provides enhanced functionality that extends Microsoft Dynamics CRM 3.0, creating a unified bundle, according to Pluche.

LiteScape's applications are built on the company's Multi-modal Application Platform (MAP), which enables the real-time management of interactive sessions comprised of voice, data, and image streams that can be coordinated and simultaneously delivered to various IP phones and devices. An enhanced version of MAP was announced in March at VoiceCon Spring.

Bell Canada now offers LiteScape applications that cover three areas: collaboration, identity management and converged CRM. Collaboration products include OnCast for multimedia broadcasts and collaboration across multiple domains; Secure DISA for connecting calls from outside the office to reduce or eliminate the cost of international calls; and Collaboration Server, a complete turnkey solution for applications on a LiteScape appliance. Identity Management products include Secure Profile Management is the identity management app, providing secure, authenticated, and personalized access to information with a device for smart card, biometric, and/or RFID reader. LiteScape also offers LS ServicePoint converged CRM solutions for various vertical markets, including financial services, government, healthcare, hospitality, legal, and retail.

"Bringing LiteScape together with Bell Canada makes our position with customers even stronger," says Rod Scotland, Cisco Canada's voice business development manager. "Organizations both large and small are looking at LiteScape applications to deliver more value to their IP Infrastructure by improving and tying key business processes to their existing environment."

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