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How to Run Enterprise Support Like a Business
Primus Webcast - Hear first hand why effective use of knowledge management is a prerequisite for effective enterprise-wide support. Learn how companies like Concord Communications and Fujitsu Group use knowledge management to control costs and increase efficiency across their organizations by transforming their support centers into business driven knowledge centers. And, why software applications alone won't get you there. more »

Vertical Solutions Releases PowerHelp Millennium 7.1
Vertical Solutions announced the latest commercial release of their PowerHelp Millennium solution suite. PowerHelp Millennium 7.1 extends support and sales environments by providing secured executive and manager level portal views to enhance the user's ability to oversee an enterprise. more »

HP And WebTone To Deliver Solutions
HP and WebTone announced an agreement to deliver customer interaction solutions targeted at the top 100 financial services institutions in North America. The solutions collect and manage customer interaction data while offering sales, service and fulfillment functionality for both institution-based and self-service transactions. more »

Microsoft And Pivotal Announce Alliance
Microsoft and Pivotal announced an expansion in the companies' business development agreement to jointly target the mid-enterprise market for CRM. The expanded relationship will include targeted demand creation initiatives for the healthcare insurance and contact center markets.

eGain Announces Alliance With Hitachi
eGain announced an alliance with Hitachi. The companies signed a partnership agreement in September 2002 and will initially focus on the Japanese financial services market with plans to expand to China and other geographies in the future. Enterprise customers will benefit from a solution from the combination of Hitachi's platform and systems integration expertise with eGain's customer service software.

Huntington Bank Selects Mindfabric
Mindfabric announced that Huntington Bancshares has selected the Mindfabric Enterprise 3.0 customer interaction system to facilitate customer self-service across Huntington Web sites. The new system, designed to improve the accuracy and speed with which Huntington customers can get answers to their questions online, aims to deliver a better quality customer service experience.

iTouch Chooses Elix
iTouch announces that it has chosen Elix to deploy its interactive voice response infrastructure for iTouch's wireless services and applications. Elix IVS will allow iTouch to develop applications using technologies such as VoIP, ASR, TTS and conferencing to deliver features to its customer base.

Verint Systems And Concerto Software Implemented
Verint Systems and Concerto Software announced that Icon Data Management Limited (IDML) has implemented both companies' solutions in its Noida contact center. The 225-seat IDML contact center pairs Verint's ULTRA Intelligent Recording with Concerto Software's Ensemble CIM solution to streamline interaction management and improve overall customer service.

China Network Systems Selects Convergys
Convergys announced that China Network Systems (CNS), Taiwan's cable TV service provider, has selected Convergys to provide billing and customer management support for its digital cable TV services. The company will license Convergys's WIZARD system to support and manage its interactive TV and call center services.

HDI Advisory Board Gathering
Help Desk Institute (HDI) announced that its strategic advisory board gathered to discuss and forecast important support industry trends. The group identified several trends affecting support organizations. more »

• BEA And Siebel Join Forces
  
• Edify Reaches Milestone