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Knowledge Automation: Delivering on the Promise
Knowledge Automation is a next generation knowledge solution designed to provide easy creation, approval and publication of knowledge, in order to meet the rapid response times required by today's support centers. It takes a whole new approach by automating many common knowledge management processes and combining sophisticated personalization technology aimed at delivering the right answer. Learn how to get the right information to the right person at the right time by listening to this Webcast NOW! more »

ICT GROUP Expands
ICT GROUPannounced that is has expanded its U.S. Hispanic and Latin American operations by acquiring the assets of Grupo Teleinter, S.A. de C.V., and opening a new contact center in Nogales, Arizona. The acquisition of Grupo Teleinter, which provides inbound and outbound sales and customer service support for major companies across Mexico, strengthens ICT GROUP's U.S. Hispanic and Latin American customer sales and service capabilities as well as provides the Company with an entree into Mexico, Latin America and South America. more »

SSPA Report Outlines Opportunities For Outsourcing
The Service & Support Professionals Association (SSPA) announced that SSPA Research has released a report outlining new possibilities for service and support centers to consider the option of outsourcing. The report- New Opportunities for Outsourcing, A Cost-Benefit Perspective, is the third in a series of reports by SSPA Research that examines areas of the customer service delivery process and, provides solutions for industry service and support executives to apply in their own customer service operations. more »

IDeA Chooses Pivotal CRM from Touchstone
The Improvement and Development Agency for Local Government (IDeA), has signed a contract with IT Services Group, Touchstone, to implement an integrated CRM solution (Pivotal) that will address sales productivity and marketing effectiveness issues. IDeA delivers practical solutions to local authorities and local government officials in the form of training courses, consultancy services and publications.

GAM Benefits From Pragmatech
Global Asset Management (GAM) has invested in Pragmatech Software's sales effectiveness software to support the company as it manages and further automates a knowledge base of corporate, product, and marketing information. This information provides the basis of both GAM's responses to RFPs (Requests for Proposal) received from corporate clients and proposal documents for private investors. more »

Oracle Ranked
Oracle announced that Oracle Incentive Compensation, part of the Oracle E-Business Suite, is achieving market acceptance, according to a recent 2002 report on Enterprise Incentive Management by The Aberdeen Group. The report indicates that in 2001 Oracle is a leader in the market, securing second in the vendor rankings, with 30 percent market share in software licenses sold. more »

Delta Lloyd Improves With Apropos
Apropos announced Dutch financial services company, Delta Lloyd, has improved customer service, increased staff motivation, and gained greater control over the contact center in its Health Care division with Apropos' Multi-Channel Interaction Management Suite. Delta Lloyd is currently using Apropos' Voice application in its two contact centers located in The Hague and Arnhem, The Netherlands.

eOn Schedules Earnings Release
eOn Communications will announce financial results for its fiscal 2003 first quarter ended October 31, 2002, on December 3, 2002. President and Chief Executive Officer Troy Lynch and Chief Financial Officer Lanny Lambert will host a conference call at 4:45 p.m. EST on December 3, 2002, to comment on first quarter fiscal 2003 results. more »

Openwave With ePeople
ePeople announced that Openwave Systems has reduced developer support resolution times by over 70 percent with ePeople Teamwork. ePeople Teamwork, collaborative issue resolution software, enables Openwave to capture, track, monitor and resolve support requests from its expanding base of over 100,000 developers.

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