Intervoice Announces Solution
Intervoice announced its new Omvia Messaging solution that provides an incremental, application-based approach to voice messaging. Enabling operators to offer a gradual roll-out of open, advanced voice messaging services, Intervoice's Omvia Messaging solution enables network operators to avoid the heavy upfront investments previously associated with upgrading messaging services.

KANA Introduces KANA Response Live
KANA announced KANA Response Live, a KANA Assisted-Service module for Web collaboration, online chat and co-browsing that enables companies to provide interaction over the Web, reducing abandonment rates, positively impacting customer satisfaction and increasing the profitability of each customer relationship.

UK Car Rental Company With RightNow
RightNow announced that UK car rental company Holiday Autos has cut emails to its UK customer service center by 50 percent, a reduction of 250 a day, and telephone calls by 20 percent, a reduction of 450-500 a day, since implementing RightNow's customer service solution this past summer. Holiday Autos also achieved a tangible return on its original investment in the RightNow solution within four months of implementation.   (about RightNow)

NICE Systems Selected For Digital Surveillance System
NICE Systems has been selected to provide a digital surveillance system as part of extensive technology and security upgrades at Dallas/Fort Worth International Airport (DFW). DFW has received a $104 million commitment by the Transportation Security Administration (TSA) to support security upgrades earmarked for DFW's four -- soon to be five -- terminals. The new technology surveillance system will greatly enhance DFW's ability to monitor all key entrances to terminals as well as the giant airport's perimeter, while greatly reducing the chances of a terminal evacuation.   (about NICE)

			Required Reading
		Customer Experience Management Study    Nearly half of executives polled say their companies don't deserve customers' loyalty, according to a poll of corporate chieftains by Strativity Group.Forty-five percent of executives surveyed in the U.S., Europe, Asia and Africa agreed their companies do not deserve customers' loyalty. Fifty five percent agreed their companies do not conduct "true dialogue" with customers. Tellingly, 53.8 percent of executives agreed they do not meet frequently with customers. The survey of 165 executives was conducted during a global year-long tour providing customer experience management seminars to executives at the director or vice president level and above in the U.S., Europe Asia and Africa. Read the results. more >>
Archive of past Required Reading articles

eOn Creates Contact Center Alliance In China
eOn Communications announced an alliance with Cortelco Shanghai Telecom Equipment Company in China. eOn will utilize Cortelco Shanghai's vast experience and technical resources in China to develop localized software applications and customized solutions targeted at the rapidly growing contact center market in China and Asia.   (about eOn)

Sony Italy Implements CosmoCom Contact Center
Sony Italy has implemented a national customer service center based on the CosmoCall Universe contact center platform. The system was implemented by CosmoCom's local partner, SpiderNet Europe. The system is a customer help line for most of Sony's consumer electronics products, including TV, VCR, DV Cameras, Home and Car Audio systems and Playstation. Callers initially reach a self-service Interactive Voice Response (IVR) application created with CosmoCom's CosmoDesigner tool.

FootPrints Offers Range Of Functionality
UniPress Software announced its FootPrints product line offers a broad range of advanced email management functionality to accelerate and streamline service and support-related communications with internal and external customers. As a key component of FootPrints service desk software, the system's two-way email management is designed for help desks, call centers, and customer support centers to improve customer communications, increase response times, and automate processes.   (about UniPress)

Quaero Founder & CEO Helps Launch Relationship Strategy Radio
Quaero announced that its Founder and CEO, Dr. Naras Eechambadi, participated in the launch edition of Reservoir Partners' 'Relationship Strategy Radio' show. Information on the show, including the ability to download and stream its content, can be located at www.reservoirpartners.com.

FrontRange Solutions USA Reports Surge In Revenues
FrontRange Solutions USA reported an increase in Revenues, from $16.4 million in fiscal Q1 to $18.0 million in the second quarter, or a sequential increase of 10% . In addition to a surge in revenues, FrontRange also reported an increase in Operating Income to $1.5 million, or 8.4% of revenue.   (about FrontRange)

Verint Receives Award
Verint Systems announced that its ULTRA Intelligent Recording solution has been selected as a Product of the Year by CMP Media's Call Center Magazine.ULTRA Intelligent Recording drives total quality by enabling organizations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts.   (about Verint)

Walker Information Announces VP
Willie Doyle has been named vice president of applications development at Walker Information. Joining Walker as an intern in 1997, Doyle has quickly progressed through the company. Most notably, Doyle is one of the original founders of the Walker SmartLoyalty System, the company's progressive web-based customer loyalty management solution. In his new role, Doyle is responsible for driving the transformation of Walker's applications and flagship products to improve profitability and competitive advantage.   (about Walker Information)