Empirix Launches Service
Empirix launched version 5.0 of its voice application monitoring service, Voice Watch, featuring a new component - Voice Watch Call Quality - that measures end-to-end call clarity from a caller's perspective. With this new component, Voice Watch 5.0 is a solution to provide organizations with an understanding of the complete caller experience - including call connection, prompt accuracy, host response times, CTI call variable delivery, screen pops and voice quality. It was designed to help ensure the Quality of Service (QoS) delivered by distributed and outsourced contact centers using Voice over IP networks as well as traditional TDM networks and converged infrastructures.

Envision And SIVOX Form Partnership
Envision Telephony announced that it is partnering with SIVOX Technologies to provide integration between SIVOX RealCall and the Envision eLearning product giving contact centers additional training options for agents. SIVOX RealCall is a dynamic simulation platform, which enables call center training facilities to quickly deploy agent simulations that closely mirror the call flow and agent-customer interactions that occur during live calls.   (about Envision)

			Required Reading
		CRM 2.0 - Taking CRM to the next level    With limited budgets, companies often have a choice to make. They can spend on operational CRM applications, which automate processes to gather and share customer information. Or they can adopt a BI strategy toward CRM to leverage data sources they already have. Views vary, but many believe the real return on investment lies in leveraging both-particularly in large, business-to-consumer organizations. more >>
Archive of past Required Reading articles

Onyx Introduces Workflow For Automating Customer Management Processes
Onyx Software announced the release of Onyx Enterprise CRM version 5.0 that includes a process automation and workflow module to facilitate the creation, execution, and ongoing management of customer-related business processes. Onyx CRM 5.0 can be used to automate simple or complex business processes, such as qualifying a lead, enrolling a customer in a campaign, opening a new account, following regulatory compliance procedures, or any other customer-related process.

European Travel Organization Selects RightNow
RightNow Technologies announced European travel services provider Opodo has selected RightNow Service as its platform for integrating its multi-lingual online and offline customer service operations. By leveraging RightNow's self-learning knowledge base and customer case management system across its web and email channels, Opodo will increase the quality of the customer care it provides, while reducing operational costs.   (about RightNow)

Epicor Announces Support For Microsoft
Epicor Software Corporation reaffirmed its support of Microsoft Visual Studio 2005 and the .NET Framework 2.0 in the development of enterprise-class midmarket software solutions that provide a rapid return on investment and lower total cost of ownership.   (about Epicor)

Metrix Launches Online Seminar
Metrix announced that it has launched an online seminar entitled "Contracts & Warranties Management: Leveraging 100% Visibility into 100% Profitability." The online seminar offers service organizations and their stakeholders an opportunity to discover the latest business trends, operational efficiencies and revenue enhancement techniques in contracts & warranties management.   (about Metrix, Inc.)

Pegasystems Helps Tear Down Walls Between Operational Silos
Pegasystems announced new functionality in its packaged applications for financial services. With the latest release of PegaCARD Smart Dispute, an automated card dispute and chargeback solution, and PegaPAYMENT Smart Adjust, an automated payment exceptions solution for retail banks, financial services institutions can exercise broad control over enterprise exceptions and disputes, helping to decrease the high cost of customer service, reduce financial and operational risk, and respond more quickly to customers.