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Envision Extends Product Line
Envision Telephony announced that it has expanded its product suite to include recording capabilities. The new product, Envision Logging, integrates with the company's existing quality monitoring and eLearning solutions so organizations that require recording can utilize the power of coaching to develop, train and motivate contact center agents. more »

Performix Announces New Module
Performix Technologies announces a new addition to its Emvolve Performance Manager software suite. A new module, Development Manager will allow organizations to measure the value of their training and development activities by providing definitive proof of their impact on individual employee performance.

BEA And Siebel Deliver BI
BEA Systems and Siebel announced availability of Siebel Business Integration Applications for the communication, media and energy industries on BEA WebLogic Integration 8.1. Also announced, Siebel Systems will support Java 2 Enterprise Edition (J2EE) standards on BEA WebLogic Platform as part of Siebel's next-generation architecture. more »

Mercury Interactive Acquires Technology From Allerez
Mercury Interactive announced it has acquired technology assets from Allerez. The Allerez reporting and analytics technology transforms data into actionable information that CIOs need to make decisions and run IT as a business.

STORServer Selects FootPrints
UniPress Software announced that STORServer has selected FootPrints to centralize its global service desk operations. The company replaced its spreadsheet-based system with FootPrints' web-based service desk, enabling STORServer to automate a broad range of processes, and empowering its service desk agents to control technical requests, improve response times, and deliver online self service. more »

RightNow Helps Polaroid
RightNow Technologies announced Polaroid Corporation's implementation of RightNow eService Center has improved the efficiency of its customer service operations. This has resulted in reduced call center volume and significantly diminished email volume, even as the number of Polaroid digital cameras in the field has grown. more »

Grant Thornton Survey
From competition within the middle market to vying with larger competitors and new companies entering the market, middle-market business leaders are feeling the pinch of a heightened competitive environment, according to findings from the Grant Thornton Survey of Middle-Market Business Leaders. Ninety-four percent cite competition as more intense or as intense as one year ago, while just 6 percent say the competitive environment is less intense.

Convergys Contract Extension With DIRECTV
Convergys and DIRECTV announced the execution of a Master Service contract which provides for Convergys to continue the delivery of customer service to DIRECTV's more than 11.5 million customers. The contract announced will run through the end of 2006 and replaces the existing agreement that would have expired at the end of 2003.

Saint Vincent With The Beryl Companies
As part of its ongoing commitment towards customer service and personalization, Saint Vincent Catholic Medical Centers in New York has expanded its relationship with The Beryl Companies to include a new "Call Me Back" service from Beryl. Through this, visitors to the Saint Vincent's Web site may click a button and request a call advisor call them back immediately or at a specific time that is most convenient to the caller in order to receive a free referral to a neighboring Saint Vincent-affiliated physician or to ask other questions about services and programs provided by the Saint Vincent system.

SSPA Conference Workshop
The Service & Support Professionals Association (SSPA) announced the featuring of Five Expert Connection Training Workshops at the SSPA Conference @ Savannah. One choice for attendees will be Support Center Practices (SCP) Best Practices User Forum Workshop. more »

• Symantec Selects Hyperion
  
• SER Solutions And ATA Fight Rulings
  
• FileNet Supports BEA Platform
  
• ViryaNet Reports Results