January 3, 2001

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January 29-31, 2001
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"In almost any vertical industry, the first step in the pre-employment phase is to determine the skill requirements of the customer service/ support analyst. Which skills are absolutely fundamental to the job? Which skills are "nice to have" but not necessarily essential? As a jumping-off point, visit www.helpdeskinst.com to get a look at Help Desk Institute's recently published onbjectives for open, international standard certification."
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Other News


CosmoCom Joins Siebel [Top]
CosmoCom and Siebel announced that CosmoCom has joined the Siebel Alliance Program as a Premier Software Partner. As a Siebel Premier Software Partner, CosmoCom will provide its CosmoCall Universe platform to queue and route customer requests to contact center agents using Siebel eBusiness Applications.



BroadVision And HP Exceeds 100 Customers [Top]
BroadVision announced that it has provided along with Hewlett-Packard e-business solutions to more than 100 customers in BtoB and BtoC markets. In June, the companies deepened their relationship by signing a consulting Systems Integration Partner Agreement.



Quintus Names CFO [Top]
Quintus announced that James M. Coriston will serve as its interim chief financial officer. Coriston comes to Quintus after a career at accounting firm Price Waterhouse, where he began his career in 1965, rising to the position of vice chairman.


Sitel Announces Expansion In Canada [Top]
SITEL announced the selection of St. Catharines, Ontario and Montreal, Quebec as the sites for two new contact centers to accommodate and further the expansion of SITEL's business in North America. These centers will feature CRM technology and employ approximately 1200 people combined. Both contact centers are expected to open in January 2001.



Hyperion Solutions Appoints CTO [Top]
Hyperion announced the appointment of John Kopcke as chief technology officer. As chief technology officer, Kopcke will be responsible for Hyperion's internal technology architecture, technology development services, and product quality assurance.



Remedy Appoints New Board of Director [Top]
Remedy announced the appointment of John Olsen to Remedy's board of directors. Olsen currently serves as the president and CEO of Marimba.


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