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New CRM Consulting Firm
Milwaukee is now home to FulCRM Consulting Services, a newly-created firm offering consulting services related to customer relationship management, or CRM. FulCRM will serve the CRM-related needs of large and mid-sized businesses and government.

SAGE Results Selects Primary Matters
SAGE Results selected The Primary Matters Contact Center Guide as the tool to carry out a due diligence assignment. SAGE Results was asked to assess the call center infrastructure, personnel, and management of over 2,500 production seats in three European call center locations for a leading communications company. more »

ABB Goes Live With Vertical Solutions
Vertical Solutions announced that ABB has implemented and gone live with its web based PowerHelp Millennium 7 software suite for use within their U.S. Automation Service organization. The System Console & Monitoring component permits functionality via the web and allows ABB Automation Service to drill down to any portion of the application, database, or network to proactively determine possible problem areas. more »

TSANet Support Community Formed
TSANet announced that a group of technical companies has come together to form a support community for mission-critical customers. Original sponsoring companies participating in the relationship include CNT, Cognos Inc., EMC, Hitachi Data Systems, HP, IBM, Microsoft, Network Appliance, Novell, Sun Microsystems, Sybase, Unisys, and Veritas.

ServiceWare Helps Merlin Information Systems
ServiceWare announced that Merlin Information Systems has selected ServiceWare's eService Suite to provide knowledge management and self-service functionality for its support portal offering. ServiceWare's eService Suite provides Merlin with a Web-based self-service application, giving end-users direct access to online support tools, including a self-service knowledge base and dynamic FAQs. more »

Sierra Pacific Power Chooses Syntellect
Syntellect announced that Sierra Pacific Power has contracted with Syntellect to design and implement a customer-facing outage management, outage notification and self-service solution using its Vista IMR (Interactive Media Response) software platform. The strengths of multiple technologies including speech recognition, interactive voice response, text-to-speech synthesis, computer telephony integration and application hosting will be harnessed to create a solution to utility customer service problems.

XTRA Lease Selects Pivotal
Pivotal announced that XTRA Lease has selected Pivotal to enhance customer service by personalizing sales and marketing activities. XTRA Lease will use Pivotal to attempt to set a new standard of personalized customer service in the transportation industry.

ClientLogic Teams With IT Companies
ClientLogic announced that several IT companies including Unica, Blue Pumpkin, Verint Systems and PkMS are working with ClientLogic to further support its customer experience management offerings, including marketing, customer contact and fulfillment services. The relationships are designed to enable ClientLogic to bring their clients complete offerings in the marketplace.

Aristocrat With ClickSoftware
ClickSoftware has won a contract with Aristocrat Technologies to implement their ServiceOptimization Suite, including ClickPlan, ClickSchedule, ClickMobile and ClickAnalyze. ClickSoftware's solution will initially handle the scheduling and planning of technical services across Australia and North America with an opportunity to roll out across Europe, Asia and Africa.

KANA Study Results
KANA announced that a recent survey of high technology customers found that these consumers demand better and more efficient online service than any other industry. The study, sponsored by KANA, compared customer service across a range of industries. Key findings related to customer care in the high tech industry include: Over 60% of current interactions with high tech companies are conducted via e-mail and Web self-service. Conversely, less than 10% of customer service questions are answered over the phone.

• ATG Selects Hyperion
  
• Blue Martini Adds Member To Board
  
• Vocus Reports Q2 Financials
  
• Noble Systems Appoints Managing Director