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DKSystems Introduces Solution
DKSystems introduced DKHelpDesk SE, a solution offering designed for addressing small-to-medium sized enterprise and departmental help desk management requirements. DKHelpDesk SE consists of a solution package of the DKHelpDesk software, annual maintenance support and 'quick start' product implementation services that organizations managing 5,000 active client records or less will find compelling from a feature, value and price standpoint. more »

Scribe Integrate Version 4.0 Announced
Scribe Software announced the release of the Scribe Integrate version 4.0. With Scribe Integrate 4.0, companies can build, operate, manage, and maintain two-way integrations. Scribe Integrate 4.0 acts as a broker between two or more applications, managing event detection, business process automation, and data transformation.

Customer First Call Centers With The Radclyffe Group
Customer First Call Centers, International announced a contract with The Radclyffe Group, LLC, a customer interaction consulting firm, to provide onsite management of the day-to-day operations of its contact centers. The value and term of the contract were not disclosed. more »

AudioCodes Acquires UAS Product Group
AudioCodes announced that it has entered into an agreement with Nortel Networks to acquire selected assets and serve as an exclusive supplier to Nortel Networks for the Universal Audio Server ("UAS"), a product integrated into Nortel Networks Carrier Succession solution, for a period of three years.

Metrix Builds On Momentum
Metrix announced that its First Quarter 2003 license revenue increased by 75 percent over the company's profitable Q1 of 2002. Metrix's Q1 of 2003 wins include: Motorola Broadband, Powerware Europe, Whitehall Jewellers, Ahold's Stop & Shop, and LinksPoint. more »

Does Certification Work in the Contact Center?
Source - "Call Center Magazine" - Certification in the Contact Center is not a new concept, but it appears to be gaining in popularity. However, questions of its value to the agent and the organization abound. This article includes an analysis from two companies that certify operations and one that is using agent certification.  more »

Volvo Using Siebel
Siebel announced that Volvo has transformed the quality, effectiveness, and responsiveness of its technology services division, Volvo IT, using Siebel Service. Volvo IT relies on the functionality of Siebel Service to deliver technical service and support to Volvo staff. more »

Encoda Systems Chooses MicroStrategy
MicroStrategy announced that Encoda Systems has selected MicroStrategy's analytics to deliver enhanced productivity and efficiency through its new Encoda MART analysis system. Encoda Systems provides the media industry with advertising and sales profitability analysis capabilities through Encoda MART, a Web-based ASP (Application Service Provider) business intelligence application.

SupportSoft And STI Webcast
SupportSoft and STI Knowledge will present a Webinar called "Delivering on the Promise of Knowledge Management" on Thursday, April 17th. Gary Zilk, director of product marketing at SupportSoft, will explain how knowledge management focused on service and support can help reduce costs and enhance customer and end-user satisfaction. more »

Datamonitor Report On Mexico
Due to the abundance of geo-political, economic and social fallouts spanning the Caribbean and Latin America, determining which of these countries are best suited for international investment is increasingly difficult. According to a recently released report by independent market analyst Datamonitor, Mexico has emerged as a stable and financially practical alternative for call center investment. With growth forecasts indicating that the number of agent positions will rise from nearly 51,000 in 2002 to over 190,000 in 2007, Mexico is one of a select number of countries that has successfully established itself as a viable offshore locale for servicing Spanish-speaking customers.

• KANA Appoints Chuck Bay Chairman
  
• SIVA With Altitude Software