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ServiceWare Names President
ServiceWare Technologies announced that Kent Heyman has been appointed CEO and president by the company's board of directors, effective immediately. Mr. Heyman replaces Mark Tapling, who resigned from the company to pursue other interests. more »

BackWeb Delivers ProactivePortal
BackWeb introduced the BackWeb ProactivePortal Server. The BackWeb ProactivePortal Server aims to be integrated with any portal and Web based content.

SITEL And GMAC
SITEL announced the signing of an agreement to expand and extend SITEL's customer care and collections services for Opel Bank GmbH in Germany. SITEL will take over Opel Bank's current in-house customer care operations and combine those operations with existing SITEL customer care and collection services.

SSPA Releases New Support Sense Booklet
The Service & Support Professionals Association (SSPA) announces the release of a new SSPA Support Sense Booklet "Responding To Customers in E-mails: Let The Customer's Words Guide You." The Booklets are created as quick read pieces of information authored by support center experts. more »

Avaya Teams With IBM
Avaya and IBM announced an agreement to develop and provide joint solutions that will enable businesses and service providers to deploy new communications management, customer relationship management and contact center solutions.

Bank Of Ireland Turns To Chordiant
Chordiant announced that the Bank of Ireland has selected Chordiant's Always-On Customer Relationship Management platform as the basis for a new customer excellence program. more »

Kaiser Permanente With KANA
KANA announced that Kaiser Permanente is leveraging KANA Response and the KANA eCRM Architecture to provide customer service. Kaiser Permanente chose KANA Response and the KANA eCRM architecture for their integration, workflow management, web architecture, scalability and customization capabilities.

Support.com Announces User Forum
Support.com announced that it will host its second annual user forum showcasing service and support solutions from customers and partners. The 2001 forum, co-sponsored by IBM, will take place October 22 -23, at the Palace Hotel in San Francisco, CA. more »

• Oracle9i Application Server
  
• CNT Deploys Siebel
  
• Witness Systems Webinar
  
• Pegasystems And Sun Expand Alliance
  
• Unica Joins PeopleSoft Program