March 21, 2005

CUSTOMER WINS Conversagent, a developer of customer service software solutions, has launched a branded automated service agent (ASA) for Time Warner Cable called Ask TWC. Conversagent ASA will allow Time Warner Cable customers to type questions in their own words into a text-chat interface and receive immediate responses to conversational inquiries. If a customer's request needs agent intervention, the ASA can immediately connect the subscriber with a representative. ASA also will provide Time Warner Cable with secure Web-based reporting and analytics. Gannett has selected ExactTarget's on-demand email software. Gannett will use ExactTarget's Enterprise Solution to deliver news, communicate with subscribers, and help advertisers reach the right customer through targeted email campaigns, according to the company. ExactTarget Enterprise Solution will enable Gannett brands and television stations to send information to customers that sign up, and ensure subscriber loyalty and compliance with federal CAN-SPAM laws. Webroot Software, makers of Spy Sweeper and other privacy and protections solutions, has chosen Parature's Customer Support Solution to enhance its end-users' experience and provide self-service customer support channels. Prior to using Parature, Webroot resolved customer support issues with a static FAQ site, email, and phone support. Vodafone UK will implement Epiphany Interaction Advisor to provide customer advisors in its call centers and retail stores with customer information. This includes usage trends in calls made and best-tariff options. Customer advisors will have access to real-time data on all communication interactions across touch points, allowing for offer duplication to be eradicated and increased insight into customer behavior. IN THE NEWS Knova Software is the new name of the combined company comprising former ServiceWare Technologies and Kanisa. The announcement comes following the companies' merger in early February. DWL, a provider of transactional customer data-integration technology, and Trillium Software, a division of Harte-Hanks, have announced a strategic relationship designed to offer enterprise customers a CDI solution by pairing market leading data quality technology with the company's customer data hub. Featuring DWL Customer and the Trillium Software System, the companies say the combined offering will enable end users to advance the accuracy and results of CRM initiatives. ON THE MOVE ASC, a provider of performance improvement solutions for contact centers, financial institutions, and public safety, has announced the appointment of Gabriele Nowatzyk, Ph.D., as business development manager for contact center solutions. She will serve as head of ASC's contact center division, and report directly to ASC Chairman and CEO Guenther Mueller. NEW PRODUCTS Help Desk Technology has introduced HelpStar 8.2. The advanced version of the help desk management software features include rules-based workflow, allowing administrators to assign all requests coming in with certain words. For example, requests containing the word printer will be automatically routed to a specific support representative. The new version also features dashboards, which allows managers to see the workflow and repair time in a graphical format. Iqub has released OLAP Browser 3.0, the latest version of its data-cube browser application. OLAP Browser will utilize Microsoft's SQL Server with desktop application featuring point-and-click analysis and reporting. OLAP Browser 3.0 comes in three editions: OLAP Browser, OLAP Browser AS, an analysis services edition, and OLAP Browser Pro, a professional edition. The new versions will have increased multidimensional-analysis capabilities and improved data navigation for improved reporting. Related articles: Midmarket Champions Dispatch: February 9, 2005