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From the Top Executive Interview With ChannelWave Software
Is Partner Relationship Management (PRM) for real? How does it fit into your organization's overall CRM strategy as well as your channels strategy? Chris Heidelberger, president and CEO of ChannelWave Software, Inc. discusses the state of PRM and makes his case why PRM is more than a CRM 'bolt-on.' more »

NewWorldIQ Acquires Paramark
NewWorldIQ, which provides enterprise marketing automation programs, announced an agreement to acquire Paramark Corp. The acquisition is designed to enhance NewWorldIQ's suite of products that aid marketers in the planning, launch and reporting of campaigns. The newly acquired technology from Paramark enables marketers to update campaigns based on bottom-line performance metrics, such as sales, rather than simple click-through rates and impressions.

New Version Of HEAT Announced
FrontRange Solutions announced the launch of HEAT Service & Support 7.0, the newest version of its service and support software. Developed specifically for medium-sized companies, HEAT 7.0 software offers increased functionality for customer support and service organizations, and internal help desks. more »

HP And Siebel Expand Alliance
HP and Siebel announced that Siebel Systems has named HP a Global Strategic Partner in the Siebel Alliance Program -- the highest level of partnering available with Siebel Systems. Building upon a foundation of over 1,500 HP ProLiant server installations by Siebel customers worldwide, HP is a platform supplier for Siebel eBusiness Applications and a key provider of IT infrastructure services to help customers deploy and manage these applications. more »

Island Data Announces Insight RT
Island Data announced the introduction of Insight RT, which aims to enable companies to capture unstructured customer feedback, perform analysis and take action immediately. Insight RT captures unstructured or "verbatim" customer feedback from a variety of sources including customer service and support tracking applications, e-mails, surveys and Web self-service interactions, and analyzes the content and intent of the feedback, converting it into insights that can be acted upon. more »

Circuit City Selects Astea
Astea announced that Circuit City Stores has selected Astea AllianceEnterprise Suite software for its new Installation Scheduling System. As consumer electronics have grown from television sets to complete home theater systems, Circuit City has kept pace with its customer service focus by introducing new programs to ensure the most pleasing shopping experiences--both in-store and after purchase with installation services. more »

Planar Deploys RightNow
RightNow Technologies announced that its flagship RightNow eService Center solution is being deployed by information display pioneer Planar Systems to both improve customer service and give its own employees better access to institutional knowledge. As a result of this two-fold implementation, Planar has been able to maximize customer retention, reduce call center costs, optimize knowledge worker productivity, and enhance product development. more »

SupportSoft Releases White Paper
SupportSoft has announced the availability of a white paper outlining ten steps for companies to improve online service and customer satisfaction. The "10 Keys to Improving Customer Service and Satisfaction" white paper provides insight and guidance on customer service strategies, in response to recent industry reports regarding declining customer satisfaction levels. more »

SEI With Verint
Verint Systems announced that SEI Investments has deployed ULTRA Voice over IP (VoIP) technology to extend its Intelligent Recording operations in its new Cisco Internet Protocol Contact Center (IPCC) environment. SEI has used ULTRA since 1999 for Enterprise Transaction Management and compliance. The Verint ULTRA VoIP solution positions SEI to leverage the efficiencies of IP-enabled communications and distributed contact center operations without sacrificing functionality or investing in new infrastructure.

Metrix Named Cognitor Platinum Partner
Metrix announced that they have been named a Cognitor Platinum Partner, a new reseller category for the Chicago-based provider of problem resolution tools. Metrix will be the first inductee into Cognitor's Platinum Partnership Program. more »

Positive Software To Participate In Conference
Positive Software Systems will participate in the upcoming Concerto Software Solutions Conference on October 6 - 9, 2002 at Disney's Coronado Beach Resort in Orlando, Fla. The conference is designed to help users of Concerto Software products and services maximize the potential of their current contact center, and make more informed contact center investments in the future. more »

• KANA And CSC Team
  
• eGain Gains Momentum In Japan
  
• Reynolds And Reynolds Receives Award
  
• DataStage Investment Provides Payback
  
• PlanetLogix And Jabber Callaborate