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NetLedger Launches NetSuite
NetLedger announced NetSuite, an online business software solution to automate front and back office operations for companies with fewer than 500 employees. Built on the technology found in Version 8 of Oracle Small Business Suite, NetSuite adds the advanced accounting, warehousing, CRM, and customization functionality of stand-alone mid-market software applications at a fraction of the cost. more »

Performix Technologies Announces Emvolve Real Time
Performix Technologies announced the launch of Emvolve Real Time - a solution designed to deliver performance information in real time directly to the desktops of executives. Integrating critical information from existing systems within the contact center, the solution delivers performance results directly to the desktops of contact center executives, using visual graphics and dashboards.

RedDot Chooses FootPrints For External Support
UniPress Software announced that RedDot Solutions Corporation is using FootPrints to centralize its North American support operations via the web, providing support to external customers and partners. Within two weeks after installation, RedDot Solutions rolled FootPrints out to more than 2,500 customers, partners, and employees. more »

Blue Pumpkin And JetBlue Reinvent Customer Service
Blue Pumpkin announced its engagement results with JetBlue Airways. In the first year alone, JetBlue achieved a 350% return-on-investment, helping to enhance the company's reputation for customer service and efficient operations. more »

HDI Releases 2002 Practices Survey
Help Desk Institute released the findings of the HDI 2002 Practices Survey. The study provides a look at support center operations -- from demographics, to tools and technologies, service level agreements, electronic and voice support, service requests and incidents, statistics and measurement, and includes historical comparison and trending data. more »

Mellon HR Solutions Selects IEX
IEX announced that Mellon HR Solutions has selected TotalView Workforce Management for its three contact centers employing 600 agents. TotalView Workforce Management is a productivity management solution enabling contact centers to deliver service, lower operating costs and boost employee morale. more »

FieldCentrix and ServicePower Sign OEM Agreement
FieldCentrix and ServicePower announced an OEM partnership to incorporate ServicePower's software into FieldCentrix's field service automation product suite. Under the partnership agreement, FieldCentrix is using ServicePower's intelligent workforce optimization and scheduling technology as the basis of its new FX Optimizer product that aims to help customers maximize field service resources and increase customer satisfaction. more »

Study On IT Industry
Companies in the fast-paced information technology industry rely on progressive products and rapid innovation to drive growth and profits, according to Walker Information. However, results from a study on customer loyalty in the IT industry suggest future opportunities for competitive differentiation will be found in the people and service aspect of the customer experience. more »

Center Partners With TheBrain
TheBrain announced that Center Partners has deployed BrainEKP as its agent knowledge platform. This solution has improved both quality of response and call handling times. Center Partners will deploy BrainEKP to over 300 agents who will access it as their primary source of information during customer calls.

Network Appliance Receives Certification
Network Appliance announced that it has received certification under the Support Center Practices (SCP) Certification program for the second consecutive year. The SCP Certified program quantifies the effectiveness of customer support based upon a set of performance standards. more »

• Fleet Deploys Siebel
  
• Interface Software With Kramer Lee & Associates
  
• Onyx Strengthens Executive Leadership Team