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HP To Acquire Talking Blocks
HP has signed an agreement to acquire Talking Blocks, a privately held Service Oriented Architecture and Web services management software company based in San Francisco. Serving as a foundation for integrating management information, Talking Blocks' Service Oriented Architecture manages the relationships of services and their users and controls their interactions. more »

Symon Announces Acquisition Of TargetVision
Symon announced that it has acquired TargetVision. The acquisition builds on Symon's years of profitable delivery of products that collect, analyze, report and optimize mission-critical performance and productivity information for contact centers, data centers and other business applications.

Chordiant Delivers Processing
Chordiant announced the availability of the Chordiant Straight Through Service Processing solution for business process management. Designed for high volume service-driven organizations in retail banking, credit card, insurance, and telecommunications, Chordiant's Straight Through Service Processing is built on a Services Oriented Architecture that can orchestrate human-to-human, human-to-system and multiple system-to-system interactions. more »

Verint For IRS
Verint announced that it has been selected to deliver a multi-million dollar ULTRA Intelligent Recording solution for the U.S. Internal Revenue Service (IRS). The agency will implement ULTRA at certain contact centers as part of its ongoing strategy to provide customer service to the nation's more than 100 million individual and corporate tax filers. The ULTRA solution will be delivered to the IRS in conjunction with Verint partner, Aspect Communications. more »

Contact Center Outsourcing To See Continued Growth
Already firmly established as a major business, technology, and customer imperative, contact center outsourcing will see continued growth over the next decade, according to a new report by Aberdeen Group. The largest increase in the use of OCC services is expected in contact centers with between 250 and 1000 agents: each of the three segments in this range, with agent populations ranging from 251-500 agents, 501-750 agents, and 751-1000 agents, expecting their use of OCC services to increase by more than 33% in the next 18 months.

The Circuitous Path To An IT Payoff
Source - Optimize Magazine - Every business investment is a leap of faith made with the hope of producing a measurable return. The major investments of the early 20th century-internal-combustion engines, electricity, telephones-all resulted in appreciable and tangible benefits. But can the same be said of the major investment of the late 20th century-information technology? As the market begins to anticipate a fresh infusion of investment and demand for IT, it's a good time to revisit the question of IT's true value. more »

Fujitsu, Hitachi, NEC And Oracle Showcase Web Services
Fujitsu Limited, Hitachi, NEC, and Oracle announced that they have demonstrated interoperability between four independent implementations of reliable Web services based on the Web Services-Reliability (WS-Reliability) specification, which the companies jointly submitted to the Organization for the Advancement of Structured Information Standards (OASIS) in January. The WS-Reliability specification defines an open reliable messaging infrastructure that enables companies to conduct reliable business-to-business trading or collaboration using Web services. more »

RightNow Founder Receives Award
RightNow Technologies announced CRM Magazine has honored RightNow founder and CEO Greg Gianforte with its "2003 Influential Leader" award. Gianforte received the award for his successful leadership of RightNow to 17 (now 18) consecutive quarters of revenue growth during a time when most CRM vendors are struggling to achieve their revenue targets. more »

Concerto Software Wins Award
Concerto Software announced that its unified CIM solution, EnsemblePro, earned a Best of Show Award at the 15th annual International Call Center Management (ICCM) Conference and Expo. This marks the second straight year that a Concerto Software solution has earned a Best of Show Award at ICCM. more »

Epicor Customer Named Finalist
Epicor announced that its customer Viewpoint Construction Software (Viewpoint) has been named a finalist in the 2003 Gartner CRM Excellence Awards in the small to mid-sized enterprise category. Viewpoint was chosen for demonstrating excellence in its implementation of Clientele CRM, Epicor's integrated customer relationship management suite that enables small and midmarket companies to manage the customer lifecycle. more »

ServiceWare Recognized By KMWorld
ServiceWare announced that KMWorld magazine recognized the company's suite of applications, ServiceWare Enterprise, as a trend- setting Smart Enterprise Suite for 2003. KMWorld defines Smart Enterprise Suites as applications that combine collaboration and content. more »

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