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Cisco And Siebel Deliver Solutions
Cisco and Siebel announced an expanded set of validated, Internet Protocol (IP)-based contact center solutions for companies migrating from legacy technology to IP-based infrastructures. The validated integration of Cisco contact center solutions and Siebel eBusiness Applications aims to provide complete customer-centric eBusiness solutions to corporations looking to maximize the return-on-investment of their current infrastructure as they transform their call centers into next-generation contact centers. more »

Aspect Announces Workforce Management Solution
Aspect introduced Aspect eWorkforce Management version 6.0 for multiskill, multisite and multichannel contact centers. This release offers self-service scheduling functionality that allows companies to balance employee schedule preferences with business requirements.

eGain Launches Wireless Virtual Agent
eGain and Curious Networks will unveil a wireless virtual agent. The virtual agent shown at ICCM combines eGain Assistant with Curious Networks Continuum Embedded software. The wireless version of eGain Assistant enables users to get answers and assistance on Web sites via all mobile devices, including Internet-enabled personal digital assistants and 2-way pagers.

SSPA Releases Support Sense Booklet
The Service & Support Professionals Association announces the release of a new SSPA Support Sense Booklet, "A Short History Of Customer Service". The Booklets are created as quick read, bite-sized pieces of information authored by support center experts. more »

NICE Releases New Platform
NICE announces the release of its newest platform for customer experience management, NICE CEM 8.7. NICE's new CEM platform is a modular solution encompassing the NiceLog system for recording the NiceUniverse quality management application, as well as other modules including NICE Learning, NICE Link, NICE Analyzer and NICE Executive Connect.

Blue Pumpkin Improves Customer Service
Blue Pumpkin announced that its enterprise workforce optimization solution is a driving force behind Borders Group's improved customer contact center, enabling it to increase agent productivity by 53 percent with a 33 percent reduction in expenses, while improving customer service levels. more »

Artisoft With TeleVantage 4.0
Artisoft announced a new call center offering in conjunction with the fourth-generation release of its flagship TeleVantage software PBX. TeleVantage Call Center offers a feature set including advanced queue routing, trend reports, statistic tracking, remote IP agent support, and agent monitoring, coaching and recording.

Remedy Email System For CRM
Remedy unveiled Remedy Email Management System, an Internet-based support solution that integrates with the Remedy Customer Support application. Remedy Customer Support is built on Remedy's Action Request System. Remedy's newly integrated CRM solution aims to enable mid-tier companies to better serve customers through experiences across multiple touch points with technology from Banter. more »

M-Tech Announces Wins
M-Tech has completed several new enterprise license agreements in the last few weeks with Fortune 500 companies. The newest companies to select P-Synch's technology for enterprise deployment include Kimberly-Clark, Bristol-Myers Squibb, and AT&T Wireless. more »

ServiceWare Completes Divestiture Of Content Division
ServiceWare announced the completion of the previously announced divestiture of the company's content division, RightAnswers, to a new company led by departing ServiceWare executive Mark Finkel. The new company, RightAnswers, will continue to support the relationships with ServiceWare's content customers and partners. Included in the transaction, ServiceWare and RightAnswers have formalized distribution and reseller agreements. more »

Pro Tech Unveils New Products
Pro Tech Communications introduced four new products - a headset, multimedia amplifier, USB (Universal Serial Bus) audio interface, and DSP (Digital Signal Processor) microphone- at a press conference at International Call Center Management (ICCM) Conference and Exposition, McCormick Place, Chicago. more »

• Brazil Global Telecom Implements MicroStrategy
  
• IEX With Internexus-CTi
  
• Vignette Signs 10 New Customers
  
• IBM Japan To Resell BroadVision
  
• Time Warner Deploys salesforce.com
  
• Michelin Selects Entigo
  
• GMT Surpasses Goal
  
• Envision Telephony With America Online
  
• eMation Signs Agreement
  
• Sightward And KANA Announce Partnership