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Altitude uCI 6.2 Released
Altitude Software announced the release of the Altitude uCI (Unified Customer Interaction) 6.2. This new version includes a piece of software, the Altitude Integration Server, that delivers an integration associated to Web Services and other XML based protocols. The Altitude Integration Server provides an integration between the contact center and the corporate IT systems.

AIM Selected By Atos Origin
AIM technology announced that the AIMCall application for contact center performance management has been chosen as part of the Contact Center Optimization offering within Atos Origin's Enterprise Technology Centre in Watford, England. AIMCall consolidates enterprise data and provides analysis of key performance indicators - specifically those critical to the management of the contact center. more »

Adobe Chooses infraActive
Infra announced that Adobe Systems Incorporated has chosen the infraActive Web-based application for its global internal IT support. Adobe, which previously outsourced its help desk service, plans to use infraActive to bring it back in-house. The system is designed to give Adobe's IT departments and employees 24-hour access to a single support system via the company Intranet, facilitating a coordinated approach to the support of the company's Information Services.

TiVo SELECTS SAFEHARBOR
SafeHarbor announced a new client contract with TiVo the creator and leader of television services for digital video recording (DVR) technology. SafeHarbor will create and manage a customized Web self-service support environment to provide online subscriber support for TiVo. The customer self-service environment will be integrated into TiVo's Web site and enable TiVo customers to quickly find solutions to their problems and questions. more »

KANA Study
KANA announced results of a recent study on customer service revealing that within the retail industry, over 50 percent of customers surveyed prefer Web self-service as their primary communication with companies. The study shows the retail industry's progress in implementing online service, but indicates that customers are demanding even more functionality on the Web. Most customers agree that retailers have done a good job moving toward online customer service but that they need to take online interactions to the next level, incorporating greater functionality for self-service, online chat and e-mail response.

Public Demonstration Of RealDialog
LiveWire Logic announced the initial public demonstration of RealDialog, a customer self-service solution to deliver an automated agent capable of engaging customers in a web-based dialog to more accurately provide answers. RealDialog is a customer self-service solution to use computational linguistics at its core to parse user questions and understand the intent of a users' request. more »

Big Y Foods Standardizes On Workbrain
Workbrain announced that Big Y Foods has standardized on Workbrain RetailERM. Big Y will use RetailERM to streamline and transform its workforce management processes for its 8,000 employees, across its 48 supermarkets, distribution center, and corporate headquarters.

ePeople With SSPA Sponsorship
The Service & Support Professionals Association (SSPA) announced that ePeople has registered as a Gold Sponsor of the SSPA Conference@Savannah. The SSPA Conferences offer opportunities to key vendors in the service and support industry to showcase their products and services, face-to-face, to a select group of executives attending the conference. more »

Applix Announces Customer Win
Applix announced Carlisle & Company as its first Applix Integra customer. Carlisle & Company is a motor vehicle consultancy specializing in operations, supply chain, sales, marketing, pricing and incentives. Separately, Applix also announced 34 global customer wins for its Applix iTM1 and Applix iEnterprise solutions.

Epicor Wins Award
Windows & .NET Magazine announced that Epicor and Epicor eFinancials was selected a winner in the "Best Financial Application" category of the Windows & .NET Magazine Readers' Choice Awards. Epicor eFinancials is part of the "e by Epicor" suite of proven Web-enabled collaborative commerce, enterprise and eBusiness applications offering a single integrated solution for the global midmarket enterprise. more »

eGain Partners With Sun
eGain has chosen to partner with Sun to continue providing knowledge-powered customer service solutions to the global enterprise. eGain's solutions are enabling enterprises to enhance service quality, improve operating efficiencies, and gain competitive advantage with eService and knowledge management capabilities.

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