BGE With Exstream
Exstream Software announced that its Dialogue software has been selected by Baltimore Gas and Electric Company (BGE) to create more than 1.3 million personalized customer communications monthly. BGE will implement Dialogue to build personalized documents that include targeted customer communications, data-driven charts and graphics and the use of color. With Dialogue, BGE plans to reduce costs and maintain greater control over the creation of customer documents, while still being able to outsource production and delivery to its third-party service provider.

FileNet Minimizes Burden of Records Management Decisions With FileNet Records Manager
FileNet announced availability of the company's newest ECM product suite, FileNet Records Manager. Built on the company's FileNet P8 ECM platform, FileNet's Manager suite offers customers a comprehensive records management solution that is designed to help enforce compliance by automating and streamlining an organization's records-based procedures and reducing unnecessary end user participation in the processing of records.

			Required Reading
		Case Study: 1-800-Flowers Inbound and Outbound Service    1-800-Flowers.com deals with serious spikes in demand and consequently contact center utilization during the holiday season. Read how they used intelligent routing and self-service to manage these peak loads in a distributed contact center environment. (Genesys) more >>
Archive of past Required Reading articles

ASC Announces New Marketing Strategy For United Kingdom
ASC announced the implementation of a new marketing strategy for the United Kingdom based on changes in customer demand. The international firm will now increase their focus on providing customized solutions for the growing UK contact-center industry. In order to respond to increasingly sophisticated requests for complex integration of telephone and IT infrastructures, the company will work directly with independent system integrators.

PKN ORLEN Standardizes On BroadVision
BroadVision announced that PKN ORLEN, Poland and Central Europe's largest refiner of crude oil and marketer of world-class petroleum and related products, has standardized on BroadVision self-service web applications -- including BroadVision Portal and BroadVision Process -- to power a wide range of web initiatives and to consolidate web sites for the 100 subsidiaries and companies in the ORLEN Capital Group.

Rent.com Makes It Easier for College-Bound Students to Find Off-Campus Apartments
Both first time and returning college students will have an easier time locating an apartment off-campus this Fall while pocketing extra spending money with a new college housing search feature offered by Rent.com. Students can search on more than 3,600 colleges and universities nationwide, the largest amount of educational institutions of any apartment Internet listing site. Students can save time and money comparing apartments and rental rates from more than 4.1 million apartments with its new university search feature. In addition to Rent.com's free service, the Company will reward students with $100 when a lease is completed.

Target SFA Suite Adopted By Santarus
Target Software announced Santarus has licensed the Target SFA suite. The entire Santarus field sales force will be deployed on the Target SFA platform. Santarus sales representatives and national account managers will utilize Target Mobile Pocket Edition to plan routes, manage professional and account data, record call and sampling activity, track sales data and streamline operations with paperless electronic transactions.

PeopleSoft And TempoSoft Team
PeopleSoft and TempoSoft announced a partnership to integrate PeopleSoft's Human Capital Management (HCM) Time and Labor application and TempoSoft's Workforce Management for Retail solution. PeopleSoft's Time and Labor application enables companies to manage a global record of employee activity through a single data repository. By integrating labor scheduling tools from TempoSoft with PeopleSoft Time and Labor, retailers can more accurately forecast their staffing needs based on employee skill sets, preferences, workload and appropriate labor laws.

Pipkins Teams With Syntora
Pipkins announced that it has formed an alliance with Syntora that will enable contact centers to deploy Pipkins' workforce scheduling software and Syntora's agent performance optimization tools in an integrated environment to help decrease call handle time, increase revenues, and improve every aspect of call center operations. Under the agreement, Pipkins' Vantage Point workforce management software will be integrated with Syntora's Agentivity suite of real-time agent productivity tracking, multimedia agent training, and agent performance reporting tools to provide a seamless system for optimizing agent scheduling as well as improving agent productivity and accountability.

Identify Software Extends European Channel Program
To underscore its commitment to its channel strategy, Identify Software, the pioneer and leader in application problem resolution software, announced a partnership with Dutch reseller, The Future Group, technology leaders in .NET and J2EE projects for the financial, government, energy, and telecom sectors. Focusing on four key areas -- software development, application integration, application support, and infrastructure development -- The Future Group has chosen Identify as the supplier of application support software for its customers.