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RightNow 6.0 Announced
RightNow Technologies unveiled RightNow 6.0, a multi-channel service suite RightNow Service, and a new module RightNow Outbound, a permission-based email solution for proactively addressing service-and-support issues and marketing communication opportunities. The new solutions enable companies to deliver customer service across phone, email, Web, and chat channels, while integrating marketing and service communications. more »

FootPrints Hosting Service Announced
UniPress Software announced the availability of its FootPrints Hosting Service, a fully-managed solution to help organizations of all sizes automate their customer service and support operations. FootPrints Hosting Service provides an affordable and fully customizable web-based service desk that can be in production in three days or less, without the back-end IT investment, use of corporate personnel, and ongoing administration. more »

InterAction 5.1 Announced
Interface Software announced the availability of InterAction 5.1, the latest version of the company's market leading Relationship Intelligence solution for professional services firms and similar relationship-based organizations. The company also announced the introduction of a new professional services offering, Data Quality Services, and a new optional module, InterAction Contact Verifier.

HP Completes Acquisition Of Baltimore Technologies
HP has completed its acquisition of the SelectAccess assets of Baltimore Technologies. The identity management technologies in SelectAccess add depth to the HP Adaptive Enterprise strategy and existing offerings for customers looking to reduce the cost and complexity associated with managing their IT resources. more »

KANA IQ 8 Announced
KANA announced the availability of KANA IQ 8 software, its application for enterprise knowledge management and service optimization. KANA IQ powers customer service by providing faster and more accurate request resolution.

E-mail Emerges As Number One Business Communication Tool
E-mail has replaced the telephone as the most frequently used business communication tool, according to a new study sponsored by Oracle Corp. and conducted by KRC Research. The study also indicates that this shift has challenged employees to maintain high levels of productivity, inside and outside of the office. more »

Siemens Selects ServicePower
ServicePower announced that Siemens Communications, one of the UK's communications suppliers, has chosen ServicePower's workforce optimization software to schedule its service operations workforce of more than 200 engineers throughout the UK. more »

Credit Suisse First Boston With Verint
Verint announced that Credit Suisse First Boston (CSFB) has deployed its Loronix Digital Video Solution in eight locations in Asia as part of an ongoing program to centralize its security monitoring. The Loronix Digital Video Solution has enabled CSFB to centralize its security monitoring by networking video from eight offices throughout Asia to its security operations headquarters in Singapore. more »

STAR CONTACT With eQuality
Witness Systems announced that STAR CONTACT has experienced a 300 percent gain in productivity for its quality assurance agents since implementing Witness Systems' eQuality suite two years ago. Having been in the outsourcing business in Panama for more than 30 years, STAR CONTACT decided to expand operations to manage inbound programs for U.S. accounts servicing the general population and the Hispanic market in the U.S. more »

CRM For Manufacturers
Source - Integrated Solutions Magazine - You can't blame manufacturers for centering their IT strategy on systems that increase efficiency. Producing and shipping products proficiently is the foundation of their business, so recent IT projects have included ERP (enterprise resource planning) and MES (manufacturing execution system) software. But how can the customer- and supplier-facing side of the business be improved? more »

RightAnswers Expands Executive Team
RightAnswers announced that Mark Sutter, Ph.D., has joined the company as Vice President of Engineering. With expertise in developing enterprise search technology, Mr. Sutter will lead all product development initiatives for RightAnswers and help extend the company's technical leadership. more »

iPhrase New SSPA Vendor Member
The Service & Support Professionals Association (SSPA) announced that iPhrase Technologies has joined the SSPA Vendor Member program, a membership dedicated to bringing IT support service buyers and sellers together online. The primary focus of this membership is to increase the visibility of vendors and suppliers within the IT service and support community. more »

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