Onyx Releases All-in-One Email Solution
Onyx announced the release of the Onyx Email Accelerator, an all-in-one email solution designed to help target, personalize, send and track high volume HTML emails. The solution is integrated with Onyx Enterprise CRM, enabling users to send personalized emails and track the responses while reducing the need for pay-by-the-message solutions from third party email vendors.

Help Desk Express Automates Small Help Desks for Low Monthly Fee
Help desks with staffs of 20 or less can now automate their operations for as little as $14.95 per month per support rep with Help Desk Express, a Web-based subscription service hosted by Help Desk Technology Corporation. The new service allows small help desks to use the company's HelpSTAR electronic problem management system on a month-to-month basis, eliminating the need to purchase, install or maintain the software on-site.

RealtyTrac Doubles Its Business With RightNow
RightNow announced its solutions are helping RealtyTrac to sustain rapid business growth and to improve profitability. By implementing RightNow's multi-channel contact center solutions and applying associated best practices, RealtyTrac is satisfying a customer base that annually is more than doubling.   (about RightNow)

Eloqua and salesforce.com Deliver Integrated Automation Services
Eloqua and salesforce.com unveiled a new version of Eloqua Conversion Suite. The enhanced integration with Salesforce.com creates a unified marketing and sales platform to deliver qualified prospects and 'hot' leads to the sales organization in real-time. Eloqua's combination of automated lead generation, prospect cultivation, marketing analytics, website tracking and CRM integration accelerates the entire sales cycle, all the way from prospect to advocate.

			Required Reading
		Your CRM System: Are the Analytics There?    We've witnessed the steady growth in the functional depth and complexity of built-in analytics in customer relationship management (CRM) software as well as the parallel growth in standalone business intelligence (BI) applications. Without a doubt, there is little value in implementing a CRM system and not analyzing the data you accumulate. As you consider the future of your organization's CRM strategy - whether a new implementation, a vendor change or an upgrade - you have to determine how you are going to meet the diversity and urgency of your analytical requirements. Does your CRM system offer what you need? Or do you need to invest in a standalone BI application? (DMReview) more >>
Archive of past Required Reading articles

IEX and TASKE Complete Interoperability Testing
IEX Corporation and TASKE Technology announced the completion of interoperability testing between their contact center solutions. Integration between the IEX TotalView Small Center (SC) Workforce Management system and the TASKE Contact solution addresses the small-to-mid size center's need to quickly transform calling records into valuable data.   (about IEX)

e4e partners with noHol
noHold and e4e have signed a partnership to expand their service offerings. e4e has selected noHold for self-service solutions to enhance its integrated technical support offering to its customers. The combined solution delivers a strong value proposition: the partnership will enhance process efficiencies, boost resource productivity and integrate self-service and other forms of tech support. By combining e4e's business services with noHold's interactive knowledge management solutions, the two companies offer a service for tech support and contact center services.

Cable Onda Selects Nortel to Build Voice over IP
Cable Onda has selected a cable voice over Internet Protocol (VoIP) solution from Nortel to enhance its current service portfolio and offer IP (Internet Protocol) broadband services to its customers. Nortel will implement a VoIP infrastructure for Cable Onda, positioning the service provider to offer cable VoIP services like integrated voice and video communications and IP Telephony to both residential and enterprise customers in Panama beginning in January 2005. Cable Onda plans to offer customers the option of keeping their existing phone number when they move anywhere within the Cable Onda network.   (about Nortel)

Noble Systems and MSA Sign Beta-Site Agreement
Noble Systems announced a Beta-Site Agreement with MSA Solutions to offer testing and QA services for new advances in contact center technology software. MSA Solutions will provide resources and services to Noble Systems for product testing and quality assurance assistance. Noble Systems will provide software support and maintenance services for the beta products. With the agreement, MSA will deploy Noble's latest technology advancements in beta stage, allowing the organization to adopt the newest features and communications tools.

KANA Reports Results
KANA announced its results for the quarter ended September 30, 2004. Revenues in the third quarter of 2004 were $12.4 million, including $3.8 million of license revenue. Net loss on a GAAP basis was $3.4 million or $0.12 per share for the third quarter of 2004, compared to a net loss of $6.5 million or $0.22 per share for the second quarter of 2004, and a net loss of $4.1 million or $0.17 per share in the third quarter of 2003.