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Users Choice Awards Announces 2002 Winners
RealMarket announced the first group of winners of the 2002 Users Choice Awards at the ICCM Conference in Chicago on July 31, 2002. The Awards recognizes customer management products and services, chosen by the most qualified judges available.... the people who use them. See the results by clicking on more »

NICE To Acquire Thales Contact Solution
NICE Systems and Thales Group announced they have signed an agreement providing for NICE to acquire the assets of Thales Contact Solutions (TCS), a developer of customer-facing technology for Public Safety, Wholesale Trading and Call Centers. Thales is being purchased by stock and cash valued at approximately $55 million.

SYMON Announces Contact Center COMMUNITY 2.0
SYMON announced the release of Contact Center COMMUNITY 2.0. This web-based workforce management solution continues to strengthen SYMON's leadership position by offering contact center management tools. Feature, functionality and product improvements in Release 2.0 include new viewing and selection capability.

The Customer Management Gurus Group Launches
The CMG Group (The Customer Management Gurus) has been launched by former sales, marketing and call center senior staff and line managers to help companies integrate and organize their sales, marketing, service and e-Business strategies around their customers. CMG specializes in helping companies leverage customer equity to develop a sustainable competitive advantage.

KANA Introduces eCRM@Work
Customers have more choices than ever before. Meeting their expectations to keep their business requires initiative, innovation and technology. With this environment in mind, KANA has created eCRM@Work, a destination for ideas, advice, and industry-specific perspectives on delivering customer service.

Banter and Microsoft .NET
Banter announced an extension of its relationship with Microsoft that allows Banter to integrate Microsoft's .NET Web services into Banter Server. Banter also revealed an initiative that is designed to enable organizations to add advanced e-mail management to Microsoft Exchange: improved mail routing, prioritizing and replies; spam prevention; and fast and accurate mining of large volumes of archived e-mail. more »

AIM And IEX To Deliver
AIM and IEX announced a joint marketing agreement. This alliance brings together enterprise analytic applications from AIM technology and contact center workforce management tools from IEX. When used together, AIM's analytic applications and IEX's TotalView Workforce Management solution aim to enable companies to improve contact center performance and realize a higher level of agent effectiveness, while providing greater customer service. more »

MicroStrategy Reports Profitability
MicroStrategy announced its financial results for the three-month period ending June 30, 2002, reporting both GAAP and pro forma profitability as well as positive net cash flow. Second quarter 2002 revenues were $36.8 million versus $35.7 million in the first quarter of 2002 and $47.6 million in the second quarter of 2001.

Simtrex And Witness Enter Partnership
Simtrex announced its partnership with Witness Systems. The partnership aims to leverage Simtrex's customized simulation training content in conjunction with Witness Systems' eQuality Now e-learning management software to advance agent skills, increase staff retention, support career pathing and advancement, and provide customer service. It aims to allow contact center managers to develop and deliver simulation training, based on agent skill gaps identified through Witness Systems' eQuality performance optimization software suite and created with the Simtrex StarTrainer simulation training solution. more »

Astea Selected At McQuay
Astea announced that McQuay International has selected Astea Alliance Enterprise CRM Suite applications to upgrade sales and service automation processes in North America. The Astea software will be integrated with McQuay's back-office applications for general ledger and installed equipment inventory. more »

Agere Systems Awards HP Contract
HP announced that it is delivering service and support to Agere Systems. As part of a three-year managed services contract, HP is implementing a services plan to manage Agere's data centers and improve its operational efficiencies. more »

• Ford And Caterpillar Initiative With SAP
  
• Sikorsky Aircraft Takes Off With Vignette
  
• Firstwave Deploys eCRM Solution For Speedy Hire
  
• NetManage Issued Patent
  
• ATG Strikes Deal With Telewest
  
• Healthcare Providers With iSky
  
• Group 1 Software Reports Revenue