Envision Introduces Four New Business Applications
Envision Telephony showcased a new set of business applications that bring unity between the contact center and the enterprise to create a superior customer experience. The new business applications focus on four main areas for improving your business: contact center performance, transaction management, customer experience management and enterprise quality. Built around the Envision Performance Suite, these applications allow enterprises to gather business intelligence from customer interactions using analytical tools to effect change in processes throughout the contact center and enterprise.

Nortel Networks Customers Benefit From Solutions Enabling Virtual Enterprise
Nortel Networks announced key customers in a number of industries and from across the globe who are adopting networking solutions that enable multimedia applications to be shared across an enterprise seamlessly. The benefit is the elimination of geographic constraints so that employees who travel or are located at branch offices, home offices and other areas outside of the headquarters facilities can have a work presence virtually identical to that of their headquarters-based counterparts.   (about Nortel)

			Required Reading
		Case Study: Customer Focused Benefit Information    Several years ago, HealthNow New York Inc., the parent company of BlueCross BlueShield of Western New York and BlueShield of Northeastern New York, assembled a document assessment team to study ways to improve the communications sent to customers. Taking into consideration the more than 750,000 members HealthNow and its divisions serve, the team recommended that document processes-creation, personalization, automation, and production coordination-be centralized in a single department to better manage content, costs, and ultimately, the effectiveness, of customer communications. (HealthNow New York) more >>
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ServicePower Announces Certified Integration With SAP R/3
ServicePower announced the release of a new certified integration between SERVICEPower v5.3.1 and SAP R/3 Enterprise 4.7 software. Service organizations are becoming more aware of the benefits of implementing an intelligent workforce optimization solution to manage their service workforces, and over the last two years an increasing number of SAP users have selected the SERVICEPower solution. This encouraged ServicePower to obtain formal authorization from the SAP Integration and Certification Center in Walldorf, Germany.   (about ServicePower)

Aztec Business Solutions Named Preferred Epicor Software Partner
Aztec Business Solutions (ABS) and Epicor Software announced joint efforts to deliver Web services and enterprise application development to midmarket companies in the Dallas-Fort Worth-area, focusing on the professional services, hospitality and supply chain industries. ABS is Epicor's preferred value-added reseller in the region and is now a member of Epicor's "Partners for Growth" channel program. As a preferred channel partner in the North Texas region, ABS will add Epicor Enterprise, a software suite tailored to mid-market companies in specific industries.   (about Epicor)

RightNow to Hold Annual User Conference
RightNow announced that it will hold its annual user conference from Sunday, October 3 through Wednesday, October 6 at Montana's renowned Big Sky Resort. The four-day conference is open to current and prospective customers and will feature presentations from industry influencers, customer presentations about their successes and demonstrations of RightNow's newest generation of on demand CRM solutions.   (about RightNow)

UniPress Hosts First Annual FootPrints User Conference in Las Vegas
UniPress Software announced that its first annual FootPrints User Conference will showcase cutting edge service desk deployments across a broad range of industries. The event, which will be held September 27 through October 1 in Las Vegas, NV at the Luxor Hotel, will provide customers with an interactive forum to exchange best practices, technologies, and learn how FootPrints is being used to automate help desk and customer service operations worldwide. In addition, service desk industry experts will provide insights and trends related to help desk and customer support management, such as the use of the Information Technology Infrastructure Library (ITIL) best practices standard.   (about UniPress)

Email Service Provider ExactTarget Announces New Hires and Promotions
ExactTarget announced the addition of five key executives to support the company's growing business, which has expanded by more than 400 customers in 2004 alone. Joining ExactTarget are Jill Snyder, vice president of marketing, Bill Boncosky, general counsel, Karen Jung, director of product marketing, Joel Book, director of agency partner management, and Craig Herman, eastern sales director.   (about ExactTarget)

HDI, CompTIA and Microsoft Collaborate to Promote Complementary Certifications
HDI, CompTIA, and Microsoft Corp. announced they are collaborating to promote to employees and employers the advantages of combining their respective certifications. Together, CompTIA's A+ certification for PC service and support technicians, HDI's Customer Support Specialist (CSS) or Help Desk Analyst (HDA) certification levels, and the Microsoft Certified Desktop Support Technician (MCDST) certification build on each other to provide a perfect certification path for entry-level IT service and support professionals, and will help them enhance their career path.   (about Help Desk Institute)

Neighborhood Email Helps Retailers Track Clicks to Bricks with Barcoded E-mail
Full-service e-mail marketing company, Neighborhood Email, announced a new offering for the retail market: e-mail barcoding. This new service allows retailers to capture and verify coupons, vouchers or customer loyalty points at the point-of-sale (POS). Neighborhood Email now offers barcode services as an add-on feature to its easy-to-use e-mail software and service suite.