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Verint Launches Business Intelligence Software
Verint announced the launch of ULTRA Express, a new software solution designed to meet the Intelligent Recording needs of small to mid-size contact centers. ULTRA Express is exclusively available through Verint channel partners who service the small to medium contact center market, and understand their unique requirements and business challenges. more »

IEX Announces TotalView SmartSync Suite
IEX announced TotalView SmartSync Suite, a solution for advanced contact center integrations. SmartSync puts TotalView Workforce Management in the center of contact center operations with its integration process. more »

PeopleSoft CRM Enhancements
PeopleSoft announced new productivity enhancements to its PeopleSoft CRM product suite. As part of PeopleSoft's ongoing commitment to provide the 'total ownership experience' for customers, the CRM enhancements focus on three major areas: packaged business process integration to third-party applications, new functionality to increase business productivity and help clients adhere to recent "Do Not Call" legislation, and advanced information synchronization with Microsoft Outlook and IBM Lotus Notes. more »

Envision Launches Suite
Envision Telephony announced that it has introduced Envision Performance Suite, a set of workforce optimization applications that optimize customer contacts, agent effectiveness and contact center resources. The suite of products includes: Envision Workforce Management -- to forecast, schedule and manage agent workforce resources; Envision Quality Monitoring (formerly, Click2Coach Supervisor) -- to monitor, evaluate and coach agents at their desks; and Envision eLearning -- to create, manage and deliver eLearning to agent desktops. more »

CIBC Card Products Selects Chordiant
Chordiant has selected Chordiant Enterprise Contact Center to enhance customer service processing for its Card Products Division. Chordiant Enterprise Contact Center, with its card specific straight through service processing will help CIBC reduce servicing related costs and maximize agent productivity, while transforming its traditional call center to a sales and service center. more »

Dow Chemical Liquid Separations With RightNow
RightNow Technologies announced Dow Chemical's Liquid Separations business unit has deployed RightNow to optimize the quality and efficiency of customer service operations across its Web, email, and call center communication channels. The deployment of RightNow's customer service technology has enabled customers of the company's Dow Liquid Separations business unit to find answers to their questions on the Web - reducing the business unit's call center volume by 50 percent. more »

Motive Works With Hyperion
Motive Communications selected Hyperion software to support the growing company's budgeting needs. After researching various solutions, Motive chose Hyperion software for its Web interface and functionality, as well as the ability to use it to drive key business decisions. more »

Epicor To Present At DCI
Epicor announced that James Norwood, senior director of marketing for Epicor's Enterprise Group, and Jeff George, the company's director of alliances, will speak at the DCI CRM Conference and Exposition at the Jacob K. Javits Convention Center in New York City. Norwood will deliver a message on "Widening the Scope of CRM," explaining why -- as companies move away from best-of-breed applications to broader Web services-enabled application suites -- it's not enough to implement a CRM solution that simply manages customer data. more »

Indiana University With Control-F1
Control-F1 announced it has been awarded a contract to provide Indiana University with its industry forefront remote support solution. Indiana University Support Center agents employ a wide variety of tools, including the IU Knowledge Base, utility programs used to automatically configure network workstations, password-reset technology, and traditional network and workstation diagnostic tools. more »

Seneca College With UniPress Software
UniPress Software announced that Seneca College is using FootPrints to centrally track and manage its help desk operations and deliver online self-service to more than 3,700 faculty and staff, and over 100,000 full- and part-time students located across 10 campuses throughout Toronto. Since Seneca's Information Technology and Telecommunications (ITT) Department deployed FootPrints in 2001, the college has increased the speed and capacity of their growing support operations, and leveraged email and the Internet to improve first-level service. more »

Courion Joins The Liberty Alliance
Courion announced that it has joined the Liberty Alliance Project as an associate member, declaring its support for an open, interoperable standard for federated network identity and identity-based Web services. Through its active participation in the development of the Alliance's standard for open, federated identity management, Courion will draw upon its experience with more than 160 customers to help shape the next phase of this growing market. more »

SSPA Overview 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 the Economics of Certification - Management Overview Workshop. more »

Service Strategies Announces Additional Dates
Service Strategies Corporation announced additional dates and locations to the Fall 2003 schedule for the Certified Support Manager (CSM) Course that prepares students for the Service and Support Professionals Association (SSPA) CSM certification exam. Added locations include Minneapolis, MN and Orlando, FL. Due to increasing international demand, CSM classes are also now available in Sydney, Australia and London, England. more »

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