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Welcome to RealMarket Today! Your concise source for the latest breaking news in CRM. RealMarket Today! is a free resource of RealMarket. Please feel free to forward it to others using the form to the left. To subscribe, click here.

NetManage SupportNow 3.1 Provides On-Line Support
NetManage announced the release of SupportNow 3.1, an upgrade to its live visual support tool. SupportNow 3.1 provides technician viewer interface, remote access, and true color processing capabilities that let support personnel monitor and diagnose multiple call details and access and maintain remote machines from a single support environment.

Brightware Expands Product Line
Brightware announces the Java-based eCustomer Assistance suite, Brightware 2001, delivering architecture and an insight driven solution for managing eCustomer interactions via the Web, email and chat. With this release, Brightware expands its suite to include analytics, outbound eMarketing and a new eBusiness platform built on BEA WebLogic Server.

iCommunicate Previews Version 2.0
iCommunicate unveils its integration with Goldmine via Microsoft Simple Object Access Protocol, announced at the CRM Conference & Expo in San Francisco. This announcement heralds the ability to deliver instant access to information regardless of what application or service is generating or storing it.

Blue Nile Chooses Talisma
Blue Nile is leaving no aspect of customer service to chance this holiday season. Instead, it has chosen Talisma to help power its “customer-first” service organization to improve customer service.

Northern Trust Selects Blue Pumpkin
Blue Pumpkin Software announced that Northern Trust Retirement Consulting has selected the company’s PrimeTime forecasting and scheduling solution to automate scheduling and improve operations at their Atlanta, Georgia participant service center. PrimeTime enables Northern Trust to blend different workshifts to have appropriate staffing during the busiest hours.

Printronix Selects Remedy
Remedy announced that Printronix Corporation has selected Remedy Customer Support to automate customer service processes in Printronix international call centers. With regional call centers in Singapore, Holland and the United States, the company required a global solution that would provide a communications link between locations.

ServiceWare Announces EDS Investment
ServiceWare Technologies announced that EDS took an equity stake in the company of approximately $2 million. The investment was a precursor to the more recently announced partnership with ServiceWare that will integrate ServiceWare’s eService Suite with EDS’ Digital CRM solution, including mobilizing EDS’ consulting and distribution practice to deliver eService Suite solutions.

PeopleSoft Unveils Portal for CRM
PeopleSoft unveiled a portal for CRM. The PeopleSoft Customer Portal is designed for quick deployment, and to improve customer satisfaction and retention.

Supportgate.com partners with SupportPlaza
Supportgate.com and SupportPlaza, announced an agreement to create an area of Supportgate.com to be known as Supportgate Central. Visitors to Supportgate.com will be able to search and locate resources to assist in their technical support management and customer service.

Epicor Announces New Version of eIntelligence
Epicor Software announced the latest version of Epicor eIntelligence. With Epicor eIntelligence, companies can now get quantifiable answers to questions such as what products are performing the best, and which customers are the most profitable.

• Dell and Vignette Create e-Business Offering
  
• Answers.com announced Michael Walsh as VP
  
• Bank of America Chooses Witness
  
• CA and Apropos Announce Solution
  
• Kana With answerthink
  
• Evoke Deploys Onyx
  
• Support Performance adds to Certified Auditor Staff
  
• Pegasystems Announces PegaVISION 2000
  
• Xchange Joins Radical