Tell-Eureka Launches Two New Products for Phone-Based Self-Service
LevelOne Video Agent and LevelOne Broadband Agent interact with callers to troubleshoot technical support problems for cable and broadband service providers. LevelOne Video and Broadband Agents, using speech recognition technology, are able to correctly identify the reason for a call, provide instructions to resolve specific issues, and ensure that each task is completed successfully to avoid callbacks.

Law Firms Deploy FootPrints to Automate Service and Support
Among the law firms that have deployed FootPrints are Drinker Biddle & Reath LLP, Womble Carlyle Sandridge & Rice, PLLC, Mintz Levin Cohn Ferris Glovsky and Popeo PC, and Ogilvy Renault. With FootPrints, law firms can streamline their business processes, allowing them to proactively manage their client relations as well as other aspects of their operations.   (about Unipress)

MusickEd.com Selects Parature Customer Support Solution
MusickEd.com selected Parature's Customer Support Solution to create a place for musicians to have 24/7 access to MusickEd.com's knowledgeable faculty. Selecting Parature's self-service web portal consisting of knowledge base references, download functionalities, trouble ticket submission, and integrated contact management piece, MusickEd.com is able to support their client's world-wide.   (about Parature)

			Required Reading
		Funds group CIO conquers CRM project    When Geoff Lazberger was appointed as the first CIO of boutique funds manager MFS Group in January, the company's CRM system consisted of three separate applications, one of them a spreadsheet. He relates their CRM project as one of his best experiences. Read what he learned and why it worked. (ComputerWorld) more >>
Archive of past Required Reading articles

Orbitel Selects Infinys from Convergys
The contract marks Convergys' first product deployment in Colombia. Orbitel will use the Infinys application for rating and billing, Geneva, to support the rapid deployment and bundling of new products and services to its customers.

HDI Redesigns Online Preparatory Course
HDI announced the redesign and re-launch of the HDI Help Desk Manager (HDM) Certification preparation course online. Designed for experienced help desk and support center supervisors, managers, and project managers, the course has been completely transformed through the use of e-learning instructional design and interactivity.   (about Help Desk Institute)

SSPA Conference @ Savannah Presents The Future Of Support Services
All sessions and events show service and support professionals' what the next 3 to 5 years holds and what actions they need to take to ensure the future success of their organization. The conference also includes new support demand research findings and numerous opportunities to network.   (about SSPA)

ExactTarget Exec Honored
ExactTarget announced that its co-founder, Chris Baggott, has been named to BtoB Magazine's "Who's Who in B-To-B," an annual list of 100 people who are making a difference in b-to-b marketing. According to the publication, the executives who achieve the "Who's Who" list are "the ones who help establish the best practices in business marketing for their respective industries."   (about ExactTarget)

Mercury and Siebel Announce Development Partnership
Mercury Interactive and Siebel announced a development agreement to design and build test automation interfaces between Siebel 7.7 and Mercury's leading BTO offerings. The two companies have launched their first joint development product with the new Siebel Test Automation Interfaces for Siebel 7.7.

Pragmatech Recognized as Top Emerging Company
Pragmatech Software announced it has been named to Growthink Research's 2004 list of Top Emerging Sales/Marketing/CRM Companies. The criteria for which Pragmatech was selected included experience of its management team, uniqueness of the company's technology or business model, the company's track record of raising capital, and likelihood for future success.   (about Pragmatech)