• May 16, 2005
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

May 16, 2005

NEW PRODUCTS Siemens Communications has announced the availability of Version 6.5 of its HiPath ProCenter Agile and ProCenter Standard contact center applications, each targeting different size contact centers. The latest version of HiPath ProCenter Agile is designed for SMB contact centers equipped with support for up to 150 active agents. Features include email management, graphical reporting, integrated design capabilities for a basic IVR, and integration with Microsoft CRM. Agile also includes an Associate Desktop that can extend intelligent call routing features to employees handling call overflow. The upgraded HiPath ProCenter Standard tool, which can be used for up to 750 active users, includes full IVR support, multimedia skills-based routing, and a software developer toolkit for vertical business process integrations. Presence tools Team List and Team Bar are also included, and are integrated into Standard's application desktop. "[K]nowledge workers need more tools to be a part of the enterprise," says Al Baker, vice president of product management of Siemens Global eCRM Solutions.
Sprint and Microsoft have joined forces to deliver real-time location services to U.S. businesses. Microsoft announced the release of Microsoft MapPoint Location Server (MLS) within Sprint's network. Sprint has become the first U.S.-based mobile operator to deliver real-time location services with MLS. The two companies combined MLS and Sprint Business Mobility Framework to create a platform for integrating real-time network services into line-of-business applications. Nsite, a provider of business process automation, has made available a new Web services solution. Nsite 4.5 is an on-demand, process automation solution that offers out-of-the-box, bi-directional Web services integration to CRM applications. The new solution is targeted at companies seeking to automate their sales quote-to-fulfillment process. StayinFront has released StayinFront Hospital 9.2. Hospital 9.2 focuses on pharmaceutical sales teams targeting hospital and institutional groups. New functionality and enhancements in 9.2 include integrated analytics for more targeted sales, stronger inventory control, and account-level ROI and roll-up reporting for sales forces. IN THE NEWS iKnowtion has partnered with Poindexter Systems, a provider of behavioral solutions for advertisers, to combine the companies' marketing solutions. The two companies hope to provide a solution that will enable advertisers to target and tailor content to individual consumers based on needs and behaviors. The companies will combine iKnowtion's enterprise marketing analytics with Poindexter's real-time behavioral monitoring solution. CUSTOMER WINS Business Objects, a provider of business intelligence, has rolled out an implementation plan with PEMSTAR to install BusinessObjects XI. PEMSTAR, a provider of global engineering, product design, and manufacturing, will integrate BusinessObjects with its ERP system, MAPICS. The integration will enable PEMSTAR to distribute standard reports over the Web, according to the companies. Alliance Data Systems, a provider of transaction, credit, and marketing services, has signed an eight-year agreement to provide private label credit services for Crescent Jewelers. Under the agreement Alliance will provide a fully integrated credit card solution, which includes account acquisition and activation, receivables funding, marketing services, and customer service functions. Cisco Systems and Prime Business Solutions will improve communications for British Airways for 14,000 offices and airport staff by deploying Cisco's Internet Protocol telephone. The IPT systems will allow British Airways to remove the cost of interoffice telephone calls and will streamline the management of telephony services throughout the organization, according to the companies. Beacon Software, a national developer of in-house Internet banking applications, has entered into a licensing agreement with eBank Systems for Beacon's enterprisewide Compass Internet Banking Platform. Compass will enable Beacon Software to create a business-critical Internet. Related articles: Microsoft Streamlines the Contact Center Cisco and IBM Lead the IP Telephony Market
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