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CenterForce And RightForce To Merge
CenterForce and RightForce announced that effective immediately, the two companies would merge. The merger creates a leader in productivity optimization software for contact centers. Both firms are privately held and financial details of the merger were not disclosed.

Group 1 Software Announces Support For Newest Release
Group 1 Software announced the compatibility of its enterprise data quality solution, DataSight, with the newest release of Informatica Corporation's data integration technology, Informatica PowerCenter 6.0 and PowerMart 6.0. Group 1's DataSight and DataSight RT are compatible with Informatica PowerCenter and Informatica PowerCenterRT, Informatica's enterprise data integration solutions, as well as its line-of-business data integration solution, PowerMart.

BSkyB Selects Chordiant
Chordiant announced that British Sky Broadcasting has implemented Chordiant 5 Marketing Director to build and execute more successful and streamlined marketing campaigns. BSkyB, already a Chordiant 5 Enterprise customer, plans to integrate its marketing activities into its selling and servicing processes across multiple touch-points, such as call center, direct mail and e-mail. more »

CustomerSat Partners With Microsoft Business Solutions
CustomerSat announced that it has been named a Microsoft Business Solutions solution developer partner. Solutions from CustomerSat will integrate with and extend those of Microsoft Business Solutions. more »

Allscripts Launches TouchWorks On Tablet PC
Allscripts Healthcare Solutions announced that TouchWorks is available for deployment on the Tablet PC. With the release of the enhanced Windows XP operating system for Tablet PC from Microsoft and the launch of new Tablet PC from HP, Allscripts Healthcare Solutions leverages the power of this new platform to bring mobility to all of the clinical applications in the TouchWorks suite.

TUI NE With Oracle
Oracle announced that TUI NE, which includes holiday company Thomson and travel agents Lunn Poly in the UK, has invested in the Oracle Financials and Oracle Purchasing applications of the Oracle E-Business Suite. The Oracle E-Business Suite will provide an integrated set of applications that will allow users to update and view information in real time across the business. more »

NTT Solco With eQuality
Witness Systems announced that NTT Solco has implemented its eQuality software to heighten customer service and satisfaction in its Yokohama-based customer interaction center. By automating the ability to capture customer intelligence and optimize workforce performance, NTT Solco has gained process efficiencies and further developed its customer sales/service representatives (CSRs), which has had a positive impact on its customers' experiences. more »

Brooktrout Technology, Loquendo And Netcom Team Up
Brooktrout Technology, Loquendo, and Netcom announced that they have teamed up to provide speech based solutions. Loquendo TTS text-to-speech software and Loquendo ASR automatic speech recognition software has been integrated by Netcom on Brooktrout's TR1000 media resource platform.

Online Newsletter Tackles The Importance Of IT Customer Loyalty
Focusing on customer loyalty and future trends in information technology and telecommunications, Walker Information recently released the November issue of Stakeholder Power, a free online newsletter providing monthly insights on building business loyalty. more »

Aberdeen Group Study
According to a recent study by Aberdeen Group, there is a fundamental disconnect between CRM applications and the contact center. More than 71% of those participating in the report identify increasing customer retention and value per customer as the highest priorities. This emphasis on customer retention and maximization of customer value has led to an emphasis on technologies and processes that make the contact center more effective, rather than simply efficient.

• Visa Deploys Pivotal CRM
  
• Humana Deploys edocs