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Motive Usage Policy Manager Announced
Motive announced the availability of Motive Usage Policy Manager, the company's first product from its Project Krakatoa initiative to help communications providers automate service policies that drive more profitable broadband businesses. Sold to DSL and cable broadband providers, Motive Usage Policy Manager models the network-subscriber-bandwidth capacity ecosystem, correlates bandwidth consumption with specific subscriber services, and automates service policies that optimize provider profits. more »

Intuit Introduces Simple Customer Management
As part of Intuit's "Right For My Business" Strategy, the company announced two new products designed to help small businesses and accountants by providing a single screen dashboard with one click access to critical client/customer detail. True to its customer in, not technology out philosophy, QuickBooks Client Manager and QuickBooks Customer Manager are designed to solve one of accountants and small businesses most important challenges - delivering great client service.

Applied Innovation Management Releases Module
Applied Innovation Management announced the release of its PC Auto Discovery Module. The new module, which integrates into all of AIM's software solutions, enhances a support staff's ability to diagnose and troubleshoot end-user PC problems by delivering a 100% Web-based tool that audits and reports on the configuration of the end-user's PC. more »

EADS TELECOM Launches Solution
EADS TELECOM North America announced the launch of Centergy M7480, a communications contact center solution to support companies with five to 500 agents. With 300 customers and thousands of agents deployed, Centergy M7480 supports these media channels - voice, e-mail, Web and fax - in a modular structure, allowing companies to deploy the functionality they need, when and where they need it.

Genesys Launches Express 3.0
Genesys announced the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centers. Building on its core functionality, Genesys Express 3.0 is designed to further reduce the total cost of ownership for companies' customer service, help desk, collections, and telemarketing groups.

Workbrain Introduces ROI Measurement Services
Workbrain introduced ROI measurement services that enable organizations to measure the financial and operational impact of workforce management projects. Using analysis tools, Workbrain consulting professionals provide companies with an objective audit of their current workforce management practices and build projections of savings the organization can expect to achieve.

AIM Technology And Knowlagent Partner
AIM technology and Knowlagent announced an alliance that will allow AIM technology's solutions to be integrated into Knowlagent's Agent Performance Solution. Knowlagent will embed a customized version of AIMCall into its core product suite, which will be branded as Knowlagent Scorecard. Scorecard is a customer service center-specific solution that delivers a Learning Break to the agent's desktop when it identifies a gap in performance. more »

Softbank With RightNow
RightNow Technologies announced the adoption of its customer service solution by Softbank BB, the provider of the largest broadband service in Japan called Yahoo!BB. By deploying RightNow, the company is aiming to improve the efficiency of its call center, ensuring both the competitive superiority of its customer service and its ability to cost-effectively support its growing subscriber base. more »

Call Center Benchmarking
Source - Call Center Magazine - Benchmarking enables call centers to see how they are doing against their peers. Here's how to ensure valid results, improve service and the bottom line.  more »

Report Predicts Shakeout In Indian
Newcomers to the Indian outsourcing market are utilizing aggressive strategies, such as significantly discounting services, to grab a piece of the $400 million market. However, a new report by Datamonitor, says this is resulting in shrinking margins and questions as to who will survive the inevitable shakeout. The report, "Indian Contact Center Outsourcing: Surviving the Shakeout," which focuses particularly on the competitive dynamics of this constantly evolving marketplace, states that in two to three years, the industry will witness a shakeout, driven largely by consulting companies exiting the contact center outsourcing market, and spinning off their contact center operations or turning over management of their customer care offering to other third-party outsourcers.

Blue Pumpkin Wins "Best of Show" Award
Blue Pumpkin announced winning the "Best of Show" award in the Workforce Management category at the International Call Center Management (ICCM) Conference and Exposition in Chicago. An independent judging panel of call center and customer relationship management (CRM) industry experts evaluated and singled out Blue Pumpkin's solution over competing entries. more »

• Avaya And ScanSoft For Qantas
  
• Nuasis And VoiceGenie Partner