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Parature Adds On Demand Support Module
Parature announced the release of eAsset to its suite of support modules. eAsset expands Parature's support offering, which includes contact management, trouble ticket, knowledge base, survey, online discussion boards, chat, scheduling tool, downloading and reporting capabilities. eAsset allows organizations to standardize and streamline their asset management process, through an easy-to-use interface that provides an account of all IT assets. (about Parature)
Nevada Power Company Selects ClickSoftware
ClickSoftware announced the licensing of ClickSchedule to Nevada Power Company as a component of Axiom Corporation's Mobile Workforce Management Solution, Mobility. ClickSchedule will provide dynamic scheduling, real-time crew optimization by dispatchers and street-level routing of Nevada Power's service personnel. The integrated solution will enable Nevada Power dispatchers to receive work requests, wirelessly send work orders to their field service technicians, monitor work order status, and transmit completed orders. (about ClickSoftware)
NextPage Partners with RightAnswers
NextPage announced that it has formed a partnership with RightAnswers to offer RightAnswers' Knowledge-Paks with NextPage's knowledge management product, GetSmart Support KM. GetSmart enables companies to index existing information from various sources in their native format, such as PDF, Microsoft Office, ODBC, HTML, XML and Lotus Notes, and, with this partnership, include relevant solutions from more than 100,000 professionally authored articles on the leading IT devices and systems. (about NextPage)
NetSuite Announces Win in the UK
London-based Forest YMCA has standardized its business operations -- from financials to customer relationship management -- on NetSuite. Forest YMCA previously used DOS-based accounting; spread-sheets and Access databases, and was frustrated with decaying, ad hoc IT systems which cost too much to maintain and were unsupported. Facing the challenges of needing a system that could produce proposals to bid for UK government contracts, and to produce reports for local, regional and national YMCA groups in England, Forest YMCA evaluated software such from a number of vendors.
Nortel and Loquendo Team for Text to Speech and IVR
Nortel Networks and Loquendo have announced a reseller agreement to market and distribute the Loquendo text-to-speech product alongside the Nortel Networks Interactive Voice Response (IVR) Media Processing Server (MPS) 500/1000, Voice Processing Series Information Server (VPS/is) platforms as a total solution package.
Loquendo's text-to-speech product is being integrated into Nortel Networks customer service range as part of Nortel Networks Open Speech Server subsystem.
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Required Reading |
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Lost in the Labyrinth, Customers Want Out
What can be done within the enterprise to create clear paths and to remove obstacles creating walls in the labyrinth? This article takes a new look at the enterprise from a lybyrinthine perspective. It covers the vast space that often exists between C-level (CEO, CIO, CFO, CTO, etc.) executives at one end of the customer service chain and the cube-level (front-line staff) and customers at the other.
more >>
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Archive of past Required Reading articles |
RightNow Customer Recognized for Support Website
RightNow announced that the State of Florida's web portal has been selected from among 32 federal, state and local agency nominees as a finalist in the 2004 Government Customer Support Excellence Awards competition for its innovative cross-agency implementation of RightNow Service. The GCSE Awards are presented annually on behalf of the Government Contact Center Community of Practice to recognize teamwork, technical, customer focus and overall excellence in the public sector. (about RightNow)
Siebel Applications Help Xerox Improve Partner Relationships
Xerox Corporation has successfully completed the deployment of Siebel Partner Relationship Management (PRM) in its Dealer and Business Partner Program organizations. Since completing the deployment, partners now access all materials through a partner Web site using a secure login. The site has eliminated the need to send printed materials and CDs. In addition, the Business Partner Program staff has more freedom to update materials as partner solutions evolve and are enhanced.
United Air Lines Selects Workbrain
Workbrain announced that United Air Lines will deploy Workbrain's industry-specific workforce management solutions to 35,000 North American employees as part of the airline's efforts to reduce operating costs. United selected Workbrain to help optimize its time and attendance, employee self-service and workforce reporting processes. Workbrain's airline solution was chosen by United for its proven ability to optimize complex airline processes to reduce labor costs.
FindLaw and WebSideStory Partner
FindLaw announced that it will provide Web traffic reporting to its FirmSite customers. A new agreement between FindLaw and WebSideStory provides FirmSite customers easier access to relevant information, with which FindLaw can help them better manage their site, increase traffic and convert more visitors to clients.
Royal Mail Selects ATG
Royal Mail has gone live with ATG Content Administration, an application for managing the content needed for Royal Mail's commerce self-service and other Web applications. Running on top of Royal Mail's existing ATG-powered e-business platform, ATG Content Administration will enable Royal Mail to simplify its Web content
creation and administration processes and hand greater control of content to the business user rather than the IT department.
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| Stock Index |
| RealMarket |
38.30
|
2.07%
|
| Stock Index: | Tell me more |
| Dow Jones | 10,205.20 | 0.93% |
| Nasdaq | 1,984.50 | 0.42% |
| S&P 500 | 1,121.28 | 0.57% |
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| Amdocs | 24.71 | -.07 |
| APAC | 2.06 | -.02 |
| Apropos | 4.11 | .00 |
| Ask Jeeves | 39.18 | -1.16 |
| Aspect | 12.71 | .04 |
| Astea | 8.38 | -.18 |
| ATG | 1.33 | -.04 |
| AVAYA | 15.38 | -.36 |
| Blue Martini | 4.33 | .08 |
| Broadvision | 3.41 | .03 |
| chinadotcom | 7.15 | -.01 |
| Chordiant | 3.94 | -.10 |
| ClickSoftware | 2.40 | -.03 |
| Convergys | 14.69 | -.27 |
| E.piphany | 4.65 | .03 |
| eLoyalty | 6.01 | -.10 |
| Epicor | 13.20 | -.56 |
| eOn | 1.90 | .00 |
| FirstWave | 3.05 | .09 |
| Group 1 | 22.92 | .00 |
| HP | 21.14 | -.11 |
| ICT Group | 11.46 | .03 |
| Interact Intell | 5.56 | -.23 |
| Interv Brite | 13.95 | .26 |
| KANA | 2.84 | .09 |
| LivePerson | 3.49 | .24 |
| NCR | 47.83 | .08 |
| NICE | 21.77 | -.43 |
| Onyx Software | 3.80 | .08 |
| Oracle | 11.48 | .00 |
| Pegasystems | 8.60 | .24 |
| PeopleSoft | 17.91 | -.10 |
| Primus | 2.15 | .05 |
| Rainmaker | 2.05 | -.25 |
| SAP | 40.24 | .70 |
| Selectica | 4.30 | -.15 |
| Sento | 8.13 | -.06 |
| ServiceWare | .60 | .02 |
| Siebel | 10.95 | .87 |
| Sitel | 3.15 | .16 |
| SPSS | 17.15 | -.51 |
| SupportSoft | 9.99 | -.05 |
| Sykes | 6.35 | .00 |
| Tekelec | 16.55 | -.01 |
| Teletech | 7.66 | .11 |
| Verint | 29.92 | 1.06 |
| Vignette | 1.72 | .01 |
| ViryaNet | 4.69 | -.35 |
| West Tel | 25.85 | .05 |
| Witness | 13.45 | .18 |
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| As of close
05/27/04
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Call for Entries
Call for User Judges
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