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“The following are the basic
definitions: POLICY—Illustrates a management decision.
PROCEDURE—Lists, in order, the steps a team takes to complete an
action. TASK—Lists, in order, the steps a person takes to
complete a procedure step or a series of related actions.”
- Get the Point: How to Write Policies, Procedures, and Tasks for
Help Desk and Customer Support Centers, by Ben Brigham
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Versant
Agreement with IBM [Top]
Versant announced an agreement with IBM to provide
WebSphere software platform consulting services. IBM
will be the prime contractor for the services sold by
IBM sales representatives and Versant will serve as
one of the certified sub-contractors for WebSphere
services.
Kinetics
Chooses Calico [Top]
Calico Commerce announced that Kinetics Group has
selected Calico Advisor and Calico Market Maker to
help buyers browse, search, select, customize and
order Kinetics' products over the Web. By leveraging
the Calico software, Kinetics is developing online gas
system configuration models for each of its
semiconductor equipment customers' process tools.
BrightStar
Enables Premio [Top]
BrightStar announced that eBusiness Applications from
Siebel have been implemented at Premio. In addition,
BrightStar has enabled Premio with a integration of
Siebel 2000 Applications to their J.D. Edwards ERP
system.
PAR3
Adds Norm Thompson Outfitters [Top]
PAR3 announced the addition of Norm Thompson
Outfitters to the list of customers using its alerting
and response platform. With PAR3's Intelligent
Response Platform, the retailer further strengthens
its relationships with customers by delivering alerts
however the customer chooses, including via mobile or
home phone, email, pager, fax, hand-held Web or
wireless device.
Outlaw
Selected by HFN [Top]
Outlaw announced that HFN has selected CustomerFocus
to be implemented across the organization to improve
its performance and management of its healthcare
relationships. CustomerFocus will be used to manage
provider and group health relationships.
Systemax
Selects Blue Martini [Top]
Blue Martini Software announced that Systemax has
selected the Blue Martini Customer Interaction System
to power its BtoB online and channel transactions.
Blue Martini alliance member Arthur Andersen is
leading the implementation of Blue Martini at
Systemax. The Blue Martini Customer Interaction System
will extend Systemax’s capability to provide
content, as well as Extranet access to major accounts.
Pegasystems
With Blue Cross Blue Shield [Top]
Pegasystems announced a live interface between the
Pegasystems eCRM solution and the claims and
eligibility system used by Blue Cross Blue Shield of
Massachusetts (BCBSMA), a health insurer. This
information exchange capability makes possible the
integration between the Pegasystems eCRM-based member
services desktop application and the claims and
eligibility systems.
Aspect
License Revenues Increase 70% [Top]
Aspect reported quarterly revenues of $145.5 million
for the third quarter ended September 30, 2000
compared to $129.9 million for the same period last
year. For the nine months ended September 30, 2000,
total revenues were $432.1 million compared to $342.2
million for the same period last year.
Blue
Martini Reports Third Quarter Results [Top]
Blue Martini announced financial results for its third
quarter ended September 30, 2000. Blue Martini
reported revenues of $21.0 million, an increase of
over 485 percent compared to revenues of $3.6 million
reported for the same period in the prior year.
TeleTech
Reports Third Quarter Results [Top]
TeleTech Holdings announced third quarter financial
results. Net income for the third quarter 2000 was
$11.7 million, or 17 cents per share on a diluted
basis, excluding a net one-time gain of $19 million,
principally due to the sale of a portion of an equity
investment.
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