Previous Issue                                                                      About    Contact    Affiliations    Home                           

Welcome to RealMarket Today! Your concise source for the latest breaking news in CRM. RealMarket Today! is a free resource of RealMarket.

Subscribe or Refer a Friend for our newsletter (it's free) and get a new white paper from Empirix - "Quality of Experience" and the Bottom Line, presenting the value of automated testing and monitoring in the contact center. Subscribe Now!
Subscribe Now!

VPCommand Announced
While it is important for liability and quality assurance purposes that contact centers employ full time recording to record all of their agents' verbal transactions, it is often seen as not necessary to record all the phone calls of the contact center supervisors and senior management. For contact centers that record over analog lines, this used to be a problem. Voice Print has designed an application - VPCommand - that offers contact centers the features of selective recording for third party verification and other purposes where it once was not possible.

MEGAPUTER Intelligence Releases X-SellAnalyst
MEGAPUTER announced the availability of X-SellAnalyst, a self-learning recommendation engine based on a transaction-centered analysis technology. X-SellAnalyst aims to help increase sales in Call Center, e-Commerce or Brick-and-Mortar retail environment. The system enables the implementing company to increase each customer wallet share and improve customer satisfaction by identifying the best cross-sell opportunities through the analysis of historical transactions and providing accurate purchase recommendations.

Sage Research Publishes Findings
Sage Research announced it has published the findings of the November 11 Sage Technology Roundtable, "CRM Challenges and Opportunities." The session's participants-seven IT decision-makers and influencers-discussed CRM user training issues, integration with legacy systems, and Web-services-based CRM, among other related topics.

NICE Announces Application
NICE Systems announced introduction of a new application that is a wireless-enabled version of the NiceVision digital video recording solution. The new application integrates Enterprise Air's MobileEdge XML application infrastructure to bring the power of NiceVision's suite of features and threat analysis to security personnel operating in the field.

WPA Select Firstwave
Western Provident Association (WPA) has licensed an eCRM solution from Firstwave Technologies to allow the tracking of all contact points that the Communications department has with the press. The ability to track all the touchpoints that their senior personnel have with the press aims to help to maintain a coordinated internal and external communications plan.

Dobson Communications Selects Convergys
Convergys and Dobson Communications announced they have signed a five-year outsourced billing services contract. Dobson will use Convergys' Atlys billing and customer care product operating in a Convergys data center to support wireless voice and data services and emerging 3G offerings. Additional terms and the total value of the contract were not disclosed.

Matrix Signs Agreement For CTI Group
CTI Group announced that Matrix has signed a three-year contract valued at approximately $1 million for SmartBill 7, the newest version of CTI Group's patented Electronic Billing Analysis (EBA) system. Matrix will make SmartBill available to its current customers and will allow new customers to utilize the bill analysis solution.

Workbook For Customer Service Agents
Organizations migrating to online customer service can benefit from Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. The new workbook, authored by Marilynne Rudick and Leslie O'Flahavan, of E-WRITE, is based on real e-mail exchanges between customers and companies and teaches customer service professionals the writing skills they need to communicate with customers, enhance their organization's image and build customer loyalty. Clear, Correct, Concise Email is designed to provide a cost effective solution to email writing training and assessment needs for organizations' customer service representatives.

• Selectica Presents Webinars
  
• ClickSchedule Validated For Siebel 7