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E.piphany Introduces Customer Relationship Backbone
E.piphany introduced the E.piphany Customer Relationship Backbone, a solution for unifying customer data, customer intelligence and customer processes across all CRM applications. The E.piphany Customer Relationship Backbone is being offered as part of the E.piphany 6.5 CRM software suite.

Group 1 Introduces DOC1 Series 5
Group 1 Software announced the anticipated release in the current quarter of DOC1 Series 5, its customer communications management system. DOC1 Series 5 is an integrated system that manages every aspect of a company's business documents, from data acquisition and content creation through multi-channel delivery and web- based customer care. DOC1 Series 5 is composed of modules that can be deployed individually or as part of a complete customer communications management (CCM) solution.

Firstwave Announces Solution
Firstwave Technologies announced Firstwave Sports & Entertainment, a database, organization and management solution. This offering aims to enable organizations to drive revenue, increase targeted marketing and market discovery, reduce administration costs, and improve participant and member communication.

Itautec.com Servicos Leverages Siebel CRM
Siebel Systems announced that Itautec.com Servicos has successfully deployed Siebel Call Center and Siebel Field Service in its central contact center and 34 branch offices. With the Siebel CRM applications, Itautec.com has created a system for managing service requests across the organization. The system has simplified processes, shortened response times, improved customer service, and enhanced the company's ability to attract new business from larger national customers. more »

FileNet ECM Solutions Integrate With Microsoft
FileNet announced support for the Microsoft Office System. FileNet's solutions are designed to work with the Microsoft Office System to provide customers with integrated access to content and a process framework to enable multiple contributors to collaborate and contribute information for enhanced knowledge exchange to allow better, faster decision making. FileNet's integration encompasses many of the Office System productivity applications, including Word, Excel, PowerPoint and Outlook and enables users to access FileNet ECM through the Office applications.

Fairmont Hotels & Resorts With Chordiant
Chordiant Software extended its use of Chordiant Marketing Director to include Chordiant Online Marketing Director. As part of its loyalty program, Fairmont is using Chordiant Marketing Director to increase service levels among its President's Club, which has over 250,000 members. more »

Ca-than With e-talk
e-talk announced that Ca-than Call Center has implemented etalk Recorder. The customer contact outsource center will leverage etalk Recorder to support on-demand recording of conversations and computer desktop activities while enhancing the quality of its customer service. more »

Epicor At National Aquarium
Epicor announced that the National Aquarium in Baltimore is achieving increased efficiency and cost-savings by using Epicor eProcurement, a purchasing management solution that provides a connection between buyers and suppliers for the purchase of direct and indirect goods and services. Dedicated to education and conservation through more than a dozen programs that serve the environment and the community, the Aquarium required a solution that could help streamline purchasing processes across the organization. more »

HDI To Collaborate With Microsoft
Help Desk Institute (HDI) announced that it will collaborate with Microsoft to promote a complementary approach to soft skill certification for support professionals. Following the launch of Microsoft's newest certification program for help desk and technical support professionals, Microsoft Certified Desktop Support Technician (MCDST), Microsoft and HDI will co-market their complementary certification programs as a part of a holistic approach to ensuring that help desk and support professionals are certified with technical and professional skills to be more efficient in their job. more »

Sento Secures Customer Support Contract
Sento has signed a 12-month customer support contract with an Internet retailer that Sento estimates will generate $6M in annual revenue. This retailer, whose name is confidential, will utilize Sento's Customer Contact Center in American Fork, Utah, to provide inbound customer support and sales.

SSPA Welcomes NextNine
The Service & Support Professionals Association (SSPA) and NextNine announced that NextNine has joined the SSPA Vendor Member program, a membership dedicated to bringing IT support service buyers and sellers together online. more »

NICE Reports Results
NICE Systems announced unaudited results for the quarter ending September 30, 2003. On a GAAP basis, net income was $3.5 million, or $0.21 per share, compared with net income of $1.4 million, or $0.09 per share, on a fully diluted basis, in the second quarter of 2003. In the third quarter of 2002, GAAP net income was $0.4 million, or $0.03 per fully diluted share. more »

• IQuest With Interactive Intelligence
  
• Hyperion Selected By BAE SYSTEMS
  
• MicroStrategy Announces Financials
  
• Dallas CRMA Meeting
  
• Ian Thacker Joins Kaidara