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GotCompany Acquires Assets Of Fast Forward
GotCompany announced it has acquired the assets of Fast Forward, a marketing automation software and services company. The company also announced it has changed its name to Got Corporation. Got's name change and acquisition come as the company develops marketing CRM applications based on the features of its Campaigner email marketing product, and months of research and development.

Salesforce.com Announces Supportforce.com for On-Demand Customer Service
Salesforce.com announced Supportforce.com, launched with the support of the industry's leading contact center infrastructure providers including Avaya, Cisco Systems, Alcatel, Aspect Communications and Genesys. Companies of all sizes can now manage and share customer service and support information on-demand through call centers, contact centers, help desks, virtual at-home agents, and other customer service operations.

AFSMI and Service Strategies Announce Field Service Certification Program
The Association for Services Management International (AFSMI) and Service Strategies Corporation, administrator of the Support Center Practices (SCP) Certification program, the internationally recognized service quality standard, announced an initiative to create a Field Service Certification program designed specifically for services delivered onsite to customers.   (about Service Strategies)

OnInstant Introduces FollowMe!
Individuals using a VoIP (Voice-over-IP) internet telephony service will be able to have calls re-routed automatically to whatever voice-enabled device they are using - anytime, anywhere. Called 'FollowMe!', the new feature is part of the latest innovation from OnInstant, and is an enhancement of the Internet business-to-business communications network. 'FollowMe!' is enabled through an agreement between OnInstant and Level 3 Communications for Level 3's IP-based voice termination service. Now, in addition to communicating without call costs with other OnInstant subscribers, users can make and receive VoIP calls from their personal computers to any voice-enabled device anywhere in the world through PSTN and mobile networks.

Courion At Blue Cross and Blue Shield of Alabama
Courion announced that Blue Cross and Blue Shield of Alabama has selected Identity Management Suite (IMS) to automate its processes for user provisioning and password management. Through its implementation of Courion's AccountCourier, Blue Cross and Blue Shield of Alabama will automate its current process of user provisioning for its 4,000 employees by enabling authorized individuals to instantly grant, revoke or modify access to IT assets without manual intervention.   (about Courion)

			Required Reading
		Using Business Intelligence to Get Closer To Your Customers    This is an update of an earlier paper called Data Mining Dispelling the Myths; it introduces some of the ways to use data mining/business intelligence solutions that are based on using your own data wherever it may be stored. It will show you how you can better understand your customer, your business and support your decision making with actionable information. It will also look at some of the benefits and pitfalls that others have found before they could move forward successfully. Yes there have been failures but this was often helped along by overzealous tool sales people and gullible managers looking for a quick fix - these quick fixes just don't last. You need to understand that business intelligenc is not about tools alone. This article can help. (AMT Consulting) more >>
Archive of past Required Reading articles

Envision Performance Suite Now Available for Competitors Logging Systems
Envision Telephony announced the introduction and immediate availability of its Envision Performance Suite, a suite of solutions that drive business applications to improve enterprise and contact center performance, for use with competitors' logging systems. Integrated with a number of leading loggers from companies such as NICE, Verint and Witness/Eyretel, the Envision Performance Suite will be distributed by Envision's list of resellers throughout Europe and Asia.

South Wales Department of Primary Industries With CSC And Nortel Networks
Computer Sciences Corporation has teamed up with Nortel Networks to deliver the New South Wales (NSW) Department of Primary Industries (DPI) an AUS$1 million communications upgrade in metropolitan and regional NSW. This deployment is one of the first large IP (Internet Protocol) telephony implementations to go into the NSW Government. The communications upgrade covers the relocation of DPI's Mineral Resources head office from St. Leonards in Sydney to Maitland near the Hunter Valley and includes communication links between the remaining 14 metropolitan and regional offices and a central server hosting facility in Redfern.   (about Nortel)

Industry-Specific Solutions for Siebel CRM OnDemand Debut
Siebel Systems with its business partner IBM, announced that Siebel CRM OnDemand Industry Editions will debut at Siebel User Week 2004 on October 3 in Los Angeles. The companies will demonstrate the first hosted CRM solutions specifically designed to address core business processes for the financial services, high tech, life sciences, and automotive industries.

VOIP Growth Will Be Hampered by Lack of Standards in Next-Gen Routers
The failure of telecom equipment makers to adhere more strictly to industry standards for delivering voice over IP (VOIP) technology will cause some service providers and enterprises to delay their network deployments of VOIP, according to a major new study released today by Heavy Reading, the market research division of Light Reading Inc. The report, "Next-Generation Routers: A Comprehensive Product Analysis," analyzes the product and market strategies of more than two dozen makers of next-gen routers, the network equipment that is responsible for moving all traffic along the world's packet-based telecom networks.