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Analytics vs. Reporting: How to supercharge your contact center
Tony Hayward presents that understanding the multiple factors that affect performance and revenue are key to getting the real picture of what's happening in the contact center. In the past, companies have relied on out-of-date reports to determine contact center efficiency. Learn how today's contact centers are becoming more effective and a strategic part of the company through interactive analysis. more »

8.0 of Oracle Small Business Suite
NetLedger announced a new release of Oracle Small Business Suite, which aims to enhance the solution's functionality, ease of use, and reporting. These new features and enhancements were prioritized based on input from customers. Current users of Oracle Small Business Suite automatically receive this upgrade free of charge. more »

Azerity Introduces ProChannel Mid-Market
Azerity announced the availability of four new software bundles designed and priced to meet the needs of small and midsize businesses (SMB) in the high-tech industry. The first four ProChannel Mid-Market solutions allow customers to address specific needs in areas such as: Demand Generation, Global Price Management, Channel Management, and Compensation Management.

ServicePower Announces Web Seminar
ServicePower announced it will conduct a Web Seminar entitled "How real-time optimization improves customer service levels and reduces service delivery costs." The Web Seminar, scheduled for Tuesday, October 22 is free to registered attendees and may be accessed from any location. more »

Knowlagent Announces Consulting Service
Knowlagent announced a new consulting service to help customers implement the most effective e-learning path to increase agent performance in the contact center. The service, named Knowlagent University, is a content-rich curriculum of facilitator-led courses designed to ensure customers optimize the investments made in their Knowlagent e-learning suite, KnowDev.

Questra And Metrix For Health Care
Questra and Metrix have joined forces to deliver field service solutions that meet the unique needs of medical equipment for patient privacy protection, assured uptime, and low maintenance costs. The companies will integrate and co-market the Questra Smart Service Solution with Metrix's ProductService CRM solution. The Questra device monitoring application links directly to Metrix call center and field service operations, passing alerts generated by an instrument to field service technicians. more »

SupportSoft Achieves Profitability
SupportSoft reported financial results for its third quarter ending September 30, 2002. Total revenues for the third quarter 2002 were $11.1 million, a 17% increase from $9.5 million for the previous quarter and a 57% increase from $7.1 million for the same period last year. more »

Unica Adds Wells Fargo To Client Roster
Unica announced that Wells Fargo has selected Unica's Affinium to help manage customer communication programs. Wells Fargo utilizes Affinium's EMM features and functionality to reduce costs and time associated with managing communication programs by minimizing the data and administrative overhead involved with these programs.

Ask Jeeves Reports Results
Ask Jeeves reported results for the third quarter ended September 30, 2002. Revenues for the third quarter ended September 30, 2002 were $17.8 million, exceeding the Company's third quarter expectations of $16.5 million. The latest results represent 15 percent growth over revenues of $15.4 million for the comparable year-ago quarter and modest sequential growth over $17.6 million reported for the second quarter of 2002. more »

NEC Computers To Utilize Kaidara
Kaidara Software announced that NEC Computers International customer contact centers in Europe have tested and are currently deploying Kaidara's customer care technology to provide customer service to customers across Europe. NEC CI has turned to Kaidara's customer support solution as part of its effort to reengineer its existing call centers to deliver efficient customer interactions, and reduce costs, while optimizing existing customer-facing resources.

Pragmatech Ranked In Inc 500
Pragmatech announced that it has once again been named to the Inc 500 and Deloitte & Touche Technology Fast 500 lists. Pragmatech experienced 614% growth over a 5-year period, with $8.1 million in revenues for the year ended 2001. more »

Aspen Technology Recognized With Award
The Service & Support Professionals Association (SSPA) announced that Aspen Technology was recognized for their customer service excellence with a SSPA Software Technical Assistance Recognition (STAR) Award. Aspen Technology was honored for delivering technical support to their customers and presented with a 2002 STAR Award in the Complex Support Applications category. more »

• Rockwell And Cisco Sign Agreement
  
• Hyperion Enables ChartOne