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Intrafaq Announced
Transversal announced the launch of its Intrafaq call center support product, which aims to improve customer service efficiency and increase the effectiveness of the 300 million pounds spent annually by the call-center industry on training new staff alone. By using Intrafaq an agent, faced with a customer question they are not sure how to respond to, can simply ask a knowledgebase in plain English and receive answers.

SAP Ships Solution
SAP announced the release of SAP Master Data Management (SAP MDM), an offering that enables companies to harmonize data across diverse applications and IT landscapes, solving the common problems generated by similar but different customer, product or vendor information stored across multiple systems. SAP MDM, the latest product of the SAP NetWeaver technology platform, aims to enable companies to manage master data in heterogeneous environments, across business units and the extended enterprise.

UniPress Software Adds Spam Filters
UniPress Software announced that its' FootPrints product now features support for SpamAssassin. This new spam elimination capability enables organizations using the FootPrints web-based service desk solution to control the influx of inbound spam that can slow help desks and call center operations, bog down workflow, and negatively impact service levels and response times. more »

Churn Analytics Announced
WeDo Consulting, a provider of software solutions for the global telecommunications market, has developed a churn prediction package - Churn Analytics - using SAS Data Mining technology. This solution has been tailored to meet the specific needs of Telecommunications providers, who face increased levels of competition and high churn rates.

Infra Selected By Kennedys Legal
Kennedys has implemented the Infra web-based service management software to support service desk and change management processes across its IT, Library, and Record Management departments. The Infra system has enabled Kennedys to move from a client-server IT environment to a web-based model, while protecting their existing IT investment. more »

University Of New South Wales With RightNow
RightNow announced the University of New South Wales' (UNSW) Faculty of Commerce and Economics will deploy RightNow. The initiative will focus on the faculty's IT department publishing its IT help information online for the Faculty's 350 staff and 8,000 students. more »

Crystal Decisions To Provide To IBM Tivoli
Crystal Decisions announced that it has been selected by IBM Tivoli Software to provide the Tivoli Data Warehouse with enterprise reporting capabilities of Crystal Enterprise. Crystal Decisions' extendable and scalable enterprise reporting is designed to provide the business intelligence requirements customers need to optimize the value from their existing IT environments.

Sento Lands Contracts
Sento announced that it has received from a new client a 2-year contract for its inbound customer support service with estimated annual revenue of $2 million and has added new support services from two existing clients with aggregate estimated annual revenue of $2 million.

Study Shows Customer Service Holds Key To Broadband Profitability
Americans continue to ditch dial-up for high-speed Internet access but providers are racing to provide the customer service quality required to keep pace with subscriber demand, according to a study released of over 550 residential cable and DSL subscribers. Sponsored by SupportSoft and conducted by Zanthus Research, an independent market research firm, the study reveals that nearly 7 in 10 broadband subscribers have called for technical support during the past 12 months, and 40% surveyed called more than once. more »

Verint Wins Award
Verint Systems announced that ULTRA IntelliFind, Verint's analytical solution for generating actionable intelligence from free-form speech, has been named a TMC Labs Innovation Award winner by Customer Inter@ction Solutions magazine. IntelliFind utilizes indexing, categorization and ranking technologies to create a searchable audio database generated from customer interactions in a contact center. more »

Envision Attains 500 Ranking
Envision Telephony announced it has been named for the third year in a row as one of America's entrepreneurial leaders and fastest growing, privately held companies by Inc. magazine. Envision ranks 182 out of the 500 companies selected nationwide. more »

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