FrontRange Introduces HEAT Desktop Manager Integration
FrontRange Solutions announced the coming availability of HEAT Desktop Manager, a technology application that provides access to LANDesk Management Suite (LDMS) functionality via the HEAT console for management of IT environments. HEAT Desktop Manager, available separately from HEAT and LDMS, enables HEAT users to access a controlled set of LDMS functionality via the HEAT call logging console. (about FrontRange)
etalk And Wells Fargo Webinar
Join etalk and Wells Fargo for an upcoming Webinar entitled “Impacting Agent Performance: Recording for Compliance.” A new generation of converged technology now combines the capabilities of advanced Call Logging and robust Quality Management solutions. This new class of logging technology – which delivers multiple recording and playback options, resource management, VoIP support and WM tools – offers measurable benefits for companies in a wide range of industries. (about e-talk)
Remedy To Deliver ITIL Best Practices
Remedy announced it will work with IBM Global Services to provide customers with a complete service management solution. Based on ITIL best practices, the solutions will enable companies to manage information technology (IT) changes, assets, and service levels while reducing operating costs. Under the terms of the agreement, IBM Global Services will provide reselling, consulting, and implementation services for Remedy's ITSM suite.
Far EasTone Selects Amdocs
Far EasTone Telecommunications and Amdocs announced that FET has selected the Amdocs Enabler product for convergent voice, data, content and commerce billing for its more than 4.3 million prepaid and postpaid subscribers. Amdocs Enabler will empower FET to secure higher customer satisfaction and loyalty by replacing multiple systems with one, consolidated platform. (about Amdocs)
Siebel Closes Acquisition Of UpShot
Siebel Systems announced that it has closed its acquisition of UpShot Corporation. Under the terms of the deal, $50 million in cash will initially be paid to the UpShot shareholders, and up to an additional $20 million in cash may be paid in earn-outs during 2003 and 2004. (about Siebel)
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CRM Crisis? ASPs Save the Day
A September survey by Aberdeen Group and RealMarket found that 35 percent of respondents are already using hosted CRM products, with 85 percent saying they will evaluate ASP solutions as they consider deploying CRM for the first time. This infoWorld articles explores how hosted CRM solutions have bolstered integration and customization capabilities making them stronger enterprise-wide solutions.
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Archive of past Required Reading articles |
Participate Systems New SSPA Vendor Member
The Service & Support Professionals Association (SSPA) announced that Participate Systems 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. (about SSPA)
Campus IT Managers Select GoToAssist
IT managers are increasingly choosing GoToAssist, Expertcity’s virtual on-site support solution, to optimize campus help desk and IT support resources. More than 35 institutions, including Yale, Bucknell University, University of Wyoming, Georgia State University, University of Maryland, Virginia Tech and the University of Colorado rely on GoToAssist to interact with faculty, students and administrators via secure remote-support technology. At the University of Wyoming, GoToAssist has increased the computer-support department’s ability to resolve problems quickly. (about Expertcity)
RSA and Microsoft Extend Integration
RSA Security has extended its relationship with Microsoft with the inclusion of RSA ClearTrust v5.5 web access management software as part of Microsoft's Identity and Access Management Technology Adoption Program. RSA ClearTrust v5.5 software offers integration with Microsoft platforms, including support for Microsoft Windows Server 2003 and Internet Information Services 6.0, support for Active Directory, single sign-on capability to Microsoft applications, and integration with Microsoft Identity Integration Server 2003.
Research: C-Level Involvement and CRM
Reservoir Partners announced the availability of its newest report, CRM Leadership Strategies: C-Level's Involvement in the Customer Experience. This report continues the firm's series of Best Practices studies looking at how leading companies are leveraging technology to enhance their customer relationships. This particular report focuses on how 'C-Level' executives participate in CRM, and the depth of their involvement.
Customer First Call Centers Names VP
Customer First Call Centers has named Michael Roby Vice President of Customer Care, a new position created to help the company keep pace with the growing demand for outsourced consumer affairs services. In his new position, Roby will be responsible for sales and marketing for the company’s call center operations as well as for its customer care software company, Systems of the Future, and TeeBop.com, an online source for hard-to-find and discontinued consumer products. (about Customer First Call Centers)
Grupo Santander Selects NICE
NICE Systems announced that Grupo Santander has selected NICE Systems for a multi-phase regional implementation of Total Recording and Quality Monitoring solutions in its contact centers across Latin America. Santander will implement NiceLog for Total Recording and NiceUniverse for Quality Assurance. Specifically, it will use the NICE solution for compliance recording and to identify areas where its agents may need additional training to ensure optimum customer service. (about NICE)
eGain Announces New Release Of Data Adapter
eGain announced a new version of eGain Data Adapter to support the eGain SafeSwitch Program. Announced earlier this year, eGain SafeSwitch allows companies that have already invested in non-scalable or obsolete eService systems to safely switch to eGain's e-Service software.
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