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ClickSoftware Ships Service Optimization 7.0
ClickSoftware announced the release of version 7.0 of its Service Optimization Suite. Service Optimization 7.0 is a service optimization solution to utilize dynamic load balancing architecture, enabling virtually infinite scalability. Unlike solutions that require rigid territorial partitioning across multiple servers, with ClickSoftware's architecture, an enterprise can grow beyond the capacity of its existing system by simply adding hardware to a single "virtual server".

Lip Service To Customer Care
DataDistilleries announces the findings of European research into how call centers deal with customers. The results highlight a lack of personalized service and inefficiencies, particularly in the UK call center industry, where 73 percent of respondent call centers are measured on the number of calls per hour, whilst a surprising 62 percent of respondents do not prioritize calls according to customer value. more »

Oracle9i Certification Program
Oracle announced the expansion of Oracle's certification program and on-line training services. Launched this week at Oracle OpenWorld in San Francisco, Calif., the company provides two new options in its Oracle certification program: Oracle Certified Master and Oracle Certified Associate. Students also have the newly introduced option of attending certification training online, rather than in a physical classroom as in the past. more »

Convergys And iPIN To Integrate Geneva
Convergys and iPIN announced the signing of an alliance agreement to offer a solution covering rating, billing, and e-Payments. Convergys' Geneva Active Revenue Management (ARM) software will be integrated with the iPIN e-Payment platform. The two companies will be engaging in joint marketing and sales activities and iPIN has also joined the recently announced Geneva Carrier Grade Real-Time partner accreditation program.

MicroStrategy Announces New Sales
MicroStrategy announced that it secured 41 new sales with retail companies in the first three quarters of 2001. MicroStrategy now boasts 103 of the top 200 global retailers as customers. MicroStrategy's sales in the year's first nine months were to both new and existing customers, including such companies as Ahold, Belk, Inc., Big Lots, Inc., Circuit City, Crane & Company, CVS Corporation, Faith Shoes, Hallmark Cards Inc., Raley's Supermarkets & Drug Centers, Supervalu, The Limited, and WH Smith PLC.

Tradecom Selects SAP
SAP Markets announced that Tradecom is using SAP Markets MarketSet solution to provide Latin American businesses with a wide array of business products and services, across a variety of industries. Using MarketSet, Tradecom is providing businesses in Brazil, Argentina and Uruguay and their partners with access to thousands of Latin American buyers, boosting sales, optimizing processes and opening a new distribution channel.

IKON Selects Servigistics
Servigistics announced that IKON Office Solutions has selected Servigistics' PartsPlan to better manage its inventory of service parts and improve customer service. IKON plans to integrate PartsPlan with the CRM module of the Oracle E-Business Suite, which IKON is in the process of implementing..

RightNow Recruits New VP
RightNow Technologies announced the appointment of Sean C. Forbes as the company's vice president of marketing and business development. In his new position, Mr. Forbes will be responsible for extending RightNow's continuous revenue growth and dominance in the eService marketspace. more »

Datamonitor CRM Research
In view of the current economic slowdown impacting European retail banking profits, Datamonitor has carried out research to investigate where, how and how much retail banks should continue to invest their restrained IT budgets, in order to reap benefits all round. Conclusions from the published report, European retail banking technology spending, are here. Priority must be given to directing investment of IT budgets on CRM, multichannel integration, eBanking, core systems and branch renewal.

Hispanic Teleservices Expands Call Center
Hispanic Teleservices Corporation announced that it has completed further expansion of its call center facilities in Monterrey, Mexico. While most sectors are experiencing downsizing in recent months, HTC has been expanding its workforce and investing in infrastructure for expected future growth.

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• KnowledgeBase Announces Alliance Program