Today's News

Blue Pumpkin Announces Open Integration
Blue Pumpkin Software announced the release of PrimeTime Exchange, a new open integration platform that will bridge its PrimeTime forecasting and scheduling solutions with multi-contact communications technologies. This new platform supports Blue Pumpkin’s overall integration initiative to deliver solutions that support the rapidly changing technology environments of today’s multi-channel contact center.(Read More)


Brightware Extends Product Suite
Brightware announces Brightware Email Assistance 4.0. Building on the recent launch of the Brightware 2000 suite of eCustomer Assistance products that offer Web, Email and Live assistance, Brightware Email Assistance 4.0 offers a contact center designed to assist enterprises manage their customer interactions.(Read More)

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"Customer Service is Not Simply a Matter of Being 'Nice' "   Listen Now
		Rich's latest book "Delivering Legendary Customer Service: Seven Steps to Success" (Oasis Press, 2000) looks at the best practices of service-driven organizations, in a step-by-step guide to creating truly legendary service in your own organization. Look beyond the traditional interpersonal view of customer service, into specific communications, management and operations skills that create legendary service. Guest: Rich Gallagher , Head of Customer Support, CBORD
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Interact Commerce and ACS Create CRM Solution
Interact Commerce announced an alliance with Affiliated Computer Services (ACS) to provide the first combined front and back office solution for investment companies who sell their mutual funds through discount brokerage firms. Interact Commerce and ACS will deliver a bundled solution consisting of SalesLogix2000, an integrated e-CRM solution and ACS Financial Solutions TOTO, which tracks and identifies transactions of investment professionals in the mutual funds market.(Read More)


Peregrine Announces AssetCenter Insight
Peregrine announced the new product Perigrine AssetCenter Insight. Peregrine AssetCenter Insight allows companies to not only access and report information about assets, contracts, vendors, work orders and costs but to analyze that data and make more informed, pro-active business decisions to improve their operating efficiency and effectiveness.


ServiceWare Joins Forces with Lipstream
ServiceWare announced that it has formed a partnership with Lipstream Networks to voice-enable ServiceWare’s Web eService Site. The addition of Lipstream’s Live Voice service will allow customers to talk directly to a live service representative over the Web at any time during a support session.(Read More)


PrimeResponse and Viador Sign Agreement
Prime Response has announced news of their partnership with Viador. PrimeResponse will license Viador technology to provide its partners and customers with a single view of the customer and a Web-based point of access to its suite of analytics, personalization, execution and reporting capabilities.(Read More)


Prominent Universities Select Magic
Magic Solutions announced that the College of St. Benedict’s/St. John's University and the University of California, Riverside have selected the Magic Total Service Desk (TSD) product to provide a service desk solution that automates their information technology support management process. The Magic TSD suite offers enhanced capabilities to customize aspects of the internal and external support process to adapt to various market infrastructures.(Read More)


eConvergent Momentum Continues
eConvergent announced that CashEdge, LiquidPrice.com and Voquette have selected eConvergent to provide a customer satisfaction solution. Through eMerge, they will offer their customers a range of communication options, including Web, chat, email, telephone and fax.(Read More)

Other News

• Vignette Announces Wireless Platform
  
• New This Week From Help Desk Online
  
• BroadVision to Introduce Buy-Side E-commerce
  
• Metrix Partner Program
  
• EDS Enhances eCRM Offering With Xchange
  
• MessageMedia Campaign Management Offering
  
• eGlobal Appoints Lim Chin Chin
  
• MarketFirst Unveils Expanded Services