April 1, 2005

CUSTOMER WINS Retalix announced that it has entered into a merger agreement to acquire
TCI Solutions, a provider of strategic pricing, merchandising, and inventory management solutions for grocery stores. TCI enables grocers to automate complex pricing strategies, streamline inventory management processes, and execute consistently from headquarters to stores. Total consideration for the transaction is $34.35 million. The merger is subject to TCI shareholder approval and other customary closing conditions. Retalix anticipates the acquisition to close in second quarter 2005. Concurrent Computer has announced that EM Media has chosen the on-demand technology organization as its video-on-demand provider to deliver advanced digital television services to Korean broadband system operations, multiple system operations, and digital media centers. IN THE NEWS Exstream Software has announced that EATEL communications company is successfully using its Dialogue software to keep document development in house and create user-friendly, personalized customer documents that reduce call center volume, according to the company. EATEL also is using Dialogue to create PDFs for archival and electronic information storing, further reducing costs. The company plans to use Dialogue to create highly personalized welcome kits targeting new customers. Hilton HHonors, the guest reward program for Hilton Hotels, was recognized for call-center customer service excellence under the J.D. Power and Associates Certified Call Center Program. In 2004 the Hilton operation handled about 7 million telephone, email, and fax interactions from its Texas call center. The call center operation passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. Gartner has completed its acquisition of META Group. Under the terms of the transaction, which was announced on Dec. 27, 2004, META Group shareholders will receive $10 per share, or approximately $168 million in cash. NEW PRODUCTS UniPress Software announced a new tool that links its FootPrints service desk bidirectionally to CRM tracking applications from Microsoft, Salesforce.com, and Salesnet, with no set-up programming required. Mi8, a provider of Microsoft Exchange hosting and management services, has announced the immediate availability of a service for users of advanced wireless devices, such as the Treo 600 and 650, based on GoodLink software from Good Technology. ON THE MOVE Canon U.S.A. announced the appointment of Yoroku Adachi as president and CEO, effective today. He replaces Kinya Uchida, who will serve as advisor at the company's Tokyo headquarters. Adachi also will be the managing director of Canon's board of directors. Related articles: Customer Service Excellence The sales and service balance of power has shifted squarely toward customer satisfaction. Remote Control: Reducing the Risk of Outsourcing Outsourcing call center services can save you money and meet quickly expanding needs--but you need to be sure that outsourced processes are aligned with organizational priorities.
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