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LumenVox Incorporated Into VoiceWise
VoiceWise announced the incorporation of LumenVox's Speech Recognition Engine (SRE) into the VoiceWise Clarity Complete and Clarity ASR Systems. The Clarity Complete System is a speech platform solution for contact centers and business sites. It provides voice/data processing capabilities including advanced ACD functionality, voice-based data collection and distribution, and call transfer and bridging.

Southwest Airlines With Click2Coach
Envision Telephony announced that Southwest Airlines has selected Click2Coach to empower their customer service agents to deliver service. With ClickCoach, an integrated solution that includes quality monitoring, training and motivation tools, Southwest Airlines is able to provide their customer service agents with feedback, training and coaching at the desktop. more »

McKesson Chooses The Primary Matters Guide
Primary Matters announced that The Primary Matters Guide has been selected by McKesson Corporation as the tool for use in internal planning and analysis within ServiceFIRST Customer Support. McKesson Customer Support will use The Guide to understand the underlying cost drivers in their support environment and to analyze the impact of a series of planned process changes and investment initiatives. more »

Are Companies Responsible for CRM Failures?
Source - ComputerWorld - Mention customer relationship management (CRM) these days and the most common response you'll receive will have something to do with failure -- usually because of some fault of the vendor. But blaming vendors for CRM failures is simplistic and incomplete. Much of the accountability resides with the users of CRM technology. That's right -- it's your fault. more »

Hyperion Supports BEA
Hyperion announced its support for the release of BEA WebLogic Platform 8.1. The platform converges the elements of application infrastructure into a platform for business integration, helping customers to implement Hyperion Business Performance Management software throughout the enterprise.

ClickSoftware Wins Contract
ClickSoftware announced that they have entered into a contract valued at several million dollars for the use of their Service Optimization products by Deutsche Telekom's T-Com division. T-Com will implement ClickSoftware's ClickSchedule solution for the optimized scheduling and street-level-routing of more than 15,000 field service engineers. ClickSchedule will initially be integrated into legacy call center and manual dispatching systems.

Wet Seal Expands MicroStrategy Deployment
MicroStrategy announced that The Wet Seal has expanded its deployment of the MicroStrategy Business Intelligence Platform to assess sales trends. The MicroStrategy applications will encompass over 600 stores and about 1000 employees, including executives, store managers and corporate analysts.

RightNow Hires Sales Manager
RightNow Technologies announced the hiring of veteran industry executive Fred Macaraeg as Sales Manager for Japan. In his new position, Macaraeg will spearhead RightNow's growing relationship with in-country distributor Mitsui & Co. Ltd. and will work to deepen the penetration of the Company's acclaimed customer service solutions and consulting services in the Japanese market. more »

Courion Hires CFO
Courion announced that former RSA Security Vice President of Finance John Sprague has joined the company as chief financial officer (CFO) responsible for the company's finance and accounting operations. Courion also names industry veteran Deborah Pappas as vice president of marketing. more »

Firepond Celebrates 20th Year
Firepond celebrates its twentieth year in business. Over the past twenty years, Firepond has expanded its product line to include solutions that further automate and streamline sales and customer service processes and improve response time. more »

• Viacore Agreement With IBM
  
• National Carrier Of Andorra Selects Convergys