LumenVox Announces Version 5.0
LumenVox will be announcing Version 5.0 of their Speech Recognition Engine (SRE), LV Speech Tuner, and Speech Driven Information System (SDIS) at SpeechTEK 2004, in New York City from September 13th through September 16th.The latest version of the SRE offers improved performance, as well as support for Canadian Support. The main feature implemented in version 5.0 is support of the W3C's Speech Recognition Grammar Specification (SRGS) and Semantic Interpretation for Speech Recognition (SISR).

Sales Pipelines Flow With Cubic Compass Dashboard for Epicor CRM
Customers of Epicor Clientele CRM now have a unified solution for monitoring, analyzing, and managing sales leads and opportunities with the release of Sales Pipeline Explorer for Epicor Enterprise from Cubic Compass Software. The Sales Pipeline Explorer, part of the Web Self-Service Suite for Epicor Enterprise, allows managers, employees, and partners to analyze the sales pipeline and answer questions such as: Which marketing activities generate the most qualified leads? and What is the projected revenue for this quarter and next quarter?   (about Epicor)

HDI Introduces Membership Advantage Program
HDI introduced its Membership Advantage Program, designed to reward members for referring HDI to colleagues for membership, participating in HDI training and certification classes, or attending HDI's conferences and events. Members will accumulate points for these activities, which can be applied toward HDI discounts or merchandise.   (about Help Desk Institute)

ABN AMRO Selects Amdocs
Amdocs announced that ABN AMRO has selected Amdocs as part of its efforts to modernize and consolidate its transactional systems for business and consumer retail banking customers in The Netherlands. The Amdocs solution will integrate information from disparate systems onto a single, unified platform, allowing ABN AMRO to launch new bundled services and cross product price plans and discounts, reduce operating costs and increase efficiency, while improving the overall customer experience.   (about Amdocs)

			Required Reading
		Turn Support Into A Profit Center    These days, customer support means more than answering questions and solving problems. Here's how Novell and KOA are depending on their support operations to satisfy customers and generate revenue. (Call Center Magazine) more >>
Archive of past Required Reading articles

Heineken Selects Antenna Software
Antenna Software announced Heineken Ireland has selected Antenna Software A3 applications to manage its planned cleaning and break/fix service initiatives at 8,000 venues that serve Heineken products on tap. Heineken's field technicians and contact center agents will access customer information wirelessly, enabling a higher level of customer response and streamlined management of service inquiries.   (about Antenna Software)

IMAS Deploying IP Convergence Solutions From Nortel Networks
The Municipal Institute for Health Assistance (IMAS) is deploying Internet Protocol convergence solutions from Nortel Networks to upgrade its communication network at the Hospital del Mar and Hospital de la Esperanza. These solutions will make it possible for IMAS to increase network reliability and expand bandwidth for voice, data and video medical applications at the two health centres while decreasing operating costs. The project, awarded by public tender, is being installed and engineered by systems integrator Landata Ingenieria.   (about Nortel)

SOFTBANK Chooses Motive
SOFTBANK BB and Motive announced that SOFTBANK BB has chosen to build Motive's broadband management products into Yahoo! BB broadband services. After an extensive trial of Motive's Broadband Manager (BBM) and Customer Service Manager (CSM) products, SOFTBANK BB saw a significant improvement in the broadband subscriber experience and substantial cost-savings in several operational areas. BBM and CSM automate such management tasks as service activation and configuration, problem resolution and upgrades.

SupportSoft To Present at the Silicon Valley Bank Tech Investors Forum
SupportSoft announced that SupportSoft Chairman and CEO, Radha Basu, and CFO, Brian Beattie, will be featured presenters at the Silicon Valley Bank Tech Investor Forum at the Ritz-Carlton Hotel in San Francisco on Wednesday, September 8 at 8:00 a.m. PDT.   (about SupportSoft)

InFact Anticipates Increased Profitability Following Deployment of Siebel CRM OnDemand
Siebel Systems announced that InFact is anticipating an increase in profitability following its deployment of Siebel CRM OnDemand. InFact, with offices on three continents, is implementing Siebel Systems' hosted CRM solution to create a single, unified view of its customers worldwide. Using Siebel CRM OnDemand, InFact also expects to reduce the time it takes to close a sales opportunity by 15 percent and reduce sales training and support costs by 18 percent annually.