Intervoice Announces Enhanced Standards-Based Network Management and Monitoring Capabilities
Intervoice announced the release of its enhanced, standards-based operations, administration, management and provisioning (OAM&P) suite for advanced system optimization. As part of the Omvia Voice Framework, Omvia Control Center provides convenient, centralized management capabilities to monitor Intervoice system health. Building on more than 20 years of voice automation expertise, the enhanced management and monitoring suite from Intervoice increases efficiencies by decreasing the number of resources needed to manage systems, increasing the response rate to issues and reducing system downtime.

Epicor Showcases Vantage 8.0
Epicor Software introduced Vantage 8.0, a solution based on a 100-percent service-oriented architecture. Featuring an n-tier architecture built with Microsoft .NET and Web services technology, Vantage 8.0 has been architected from the ground up to support growing market requirements for Service-Oriented Architectures (SOAs), a new application development paradigm that enables businesses to leverage best-in-class software services through open industry standards, simplifying application development and integration. The new architecture exposes all functionality as Web services, offering new levels of application reliability, scalability, system interoperability and flexibility, combined with a rich user experience and low total cost of ownership.   (about Epicor)

HDI Launches OTIS
HDI launched OTIS, an Online Technical Information Service for IT service and support professionals. Ideal for both internal and external technical support and service management personnel, OTIS is a complimentary subscription service that provides an advertising-free information portal and community for IT service and support professionals who are seeking "A New Breed of IT Solutions."   (about Help Desk Institute)

			Required Reading
		Reeling in Big ROI with Analytics: How to Maximize your Customer Feedback Program    If you currently collect customer feedback in your center, but only look at high-level summary results, it's like being a commercial fisherman gathering the daily catch using a fishing rod and reel. To maximize their ROI (Return on Investment), commercial fisherman use a trawlers net rather than a single line, analyze the wind, tides, and currents, and numerous other variables to get the most out of their efforts. (Customer Relationship Metrics, L.C.) more >>
Archive of past Required Reading articles

Rainmaker Launches Contract Renewals Plus Services for Agilent
Rainmaker Systems announced that it has launched its Contract Renewals Plus (CRP) program and begun the execution of marketing and sales activities for Agilent Technologies. Under the agreement that was announced last quarter, Rainmaker has developed an integrated marketing and sales program for Agilent's test & measurement customers. Key components of the solution developed for Agilent include; development and hosting of a services contract and customer database, creation of a multi-step, mixed media, Agilent-branded direct marketing campaign, formation of a dedicated Agilent services sales team and contact center, as well as the design and deployment of Rainmaker's contract management portal allowing Agilent's customers to view, purchase and renew their service contracts online.

RightNow On Demand CRM Solution Helps Liberty Tax
RightNow Technologies announced RightNow Service is helping Liberty Tax Service successfully handle its peak seasonal workloads and sustain the fastest business growth in its market. By enabling Liberty to efficiently provide its 1,400 offices with highly responsive support across all communication channels, RightNow Service is ensuring the company's ability to deliver timely, quality service to its customers-even during the height of the tax season.   (about RightNow)

University of West Florida Selects KnowledgeBase.net
KnowledgeBase Solutions announced that the University of West Florida successfully completed the first phase implementation of KnowledgeBase.net v4.0 Hosted Edition. When finalized, the deployment of this knowledge management solution will provide technical support for the university population of 12,000 students, staff and faculty. Students and employees now have instant answers to their questions through a central knowledgebase that is accessible through the university's intranet system, "Argus."   (about Knowledge Base Solutions)

GMAC Mortgage Finds Success With Salesforce.com
Salesforce.com announced that GMAC Mortgage is using salesforce.com to drive growth of the GM Supplier Discount program -- vehicle and home, as well as the successful GM Family First program. GMAC Mortgage turned to CRM to develop two substantial customer opportunities, the GM Family First and GM Supplier Discount programs.

3rd Wave Solutions Announces Reseller Partnership With Witness Systems
3rd Wave Solutions announced that it has entered into a reseller distribution partnership with Witness Systems, the IP recording company and global provider of performance optimization software and services. Under the terms of the partnership, 3rd Wave Solutions joins Witness Systems' Global Alliance Program as a reseller of its eQuality software suite. Adding eQuality to its comprehensive set of solutions serves as a strong complement to the company's existing offerings, and will further enable it to support its customers with such strategic initiatives as customer interaction recording, performance analysis and e-learning.   (about Witness)

BMW With Siebel Automotive
Siebel Systems announced that BMW North America Sales and BMW Financial Services have deployed Siebel Automotive in their contact centers to enhance the customer experience and increase customer loyalty and retention. BMW has also deployed functionality from Siebel Automotive's Customer- and Vehicle-Centric Service and Integrated Captive Finance solution sets, leveraging the Siebel Automotive embedded best-practice business processes, automotive industry functionality, and common customer infrastructure across business units.

Strategic Contact And Primary Matters Announce Partnership
Strategic Contact and Primary Matters are pleased to announce a partnership. The goal and focus of both Strategic Contact and Primary Matters is that of defining and developing the best path to success for their customers in the contact center industry, and this unification of insight and experience will bring many benefits to clients of both companies.   (about Primary Matters)

IEX Wins TDC Workforce Management Expansion Contract
IEX Corporation announced it has been awarded a contract from TDC to expand the TotalView Workforce Management system it purchased in 2001 from 500 to 2,000 agents. As part of the agreement, TDC also purchased the full set of TotalView Advanced Features including the WebStation(TM) Plus and SmartSync(TM) Suite solutions.   (about IEX)

SupportSoft Speaks to Need for Broadband Profitability Via Service Automation
SupportSoft will discuss "Accelerating Profitable Customer Adoption of Broadband," at Benelux Lecture Meeting held in Amsterdam. Marc Itzkowitz, SupportSoft Director of Product Marketing, will share how service automation solutions can enable digital service providers to deliver a cost effective, high quality broadband customer experience, with room for profitable expansion into new customer services such as VoIP and digital video. The event, which will be held in conjunction with the International Broadcasting Convention, focuses on strategies for driving customer adoption of broadband, VoIP and video technologies.   (about SupportSoft)