Socketware Introduces Accucast Strategic Services
Socketware formally announced the addition of Accucast Strategic Services to its suite of e-mail marketing solutions. Strategic Services offers clients complete management of organizational e-mail marketing efforts by combining marketing best practices and tactical campaign management.

Uniden Successfully Insources Customer Service With RightNow
RightNow Technologies announced Uniden America Corporation has successfully "insourced" its customer service operations by implementing RightNow's on demand CRM technology. As a result of this insourcing initiative, the company has improved the quality of its customer service and the depth of its insights into numerous aspects of its business -- including sales, marketing and manufacturing -- while at the same time reaping an estimated $234,000 in annual savings because of increased efficiency and productivity.   (about RightNow)

Answerthink Introduces EzPharma
Answerthink announced EzPharma, a custom mySAPTM All-in-One solution designed to offer pharmaceutical companies and others in the life sciences industries a solution that can help improve time to market, enhance quality control, and streamline compliance efforts. EzPharma has been pre-configured by Answerthink to support business processes specific to growing life sciences companies.

			Required Reading
		Health Care: Seeking a Remedy for High Costs    We don't do CRM in the classic sense," explains John Zimmer, vice president of marketing at Toshiba America Medical Systems. Although the company's customer management system began as a sales force automation project, "we have moved well beyond what people mean by CRM," he says. Toshiba America, which deals in diagnostic imaging systems for health care providers, uses a custom-built application based on Cognos Inc.'s business intelligence software to track a wide range of factors such as customer satisfaction indices, changes in perception about its products and long-term customer-retention data. (ComputerWorld) more >>
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Continental with Speech Analytics Capability
Witness Systems announced that Continental Airlines is deploying its speech analytics solution in the company's Tampa, Florida-based reservation center. Continental will use eQuality CallMiner - which is jointly developed with CallMiner to automate call segmentation and aid in the allocation of reservation center resources.   (about Witness)

Epiphany Advisor Includes Solutions for Siebel and PeopleSoft CRM
Epiphany announced that the new Epiphany Advisor family includes packaged integration solutions for Siebel and PeopleSoft CRM products. Epiphany Advisor Value Packs for Siebel and PeopleSoft are designed to unlock value from competitive CRM systems by integrating into those environments and bringing the advantages of Epiphany's instant customer intelligence and decisioning to customer processes.

LifeWay Selects IEX
IEX announced LifeWay Christian Resources has selected its TotalView Small Center (SC) Workforce Management system. LifeWay will use TotalView SC to streamline the operation of its contact center.   (about IEX)

Noble Interactive Voice Response (IVR) Concierge Announced
Noble Systems introduces the Noble Interactive Voice Response (IVR) Concierge as a part of its contact center solution suite. The Noble IVR Concierge allows companies to manage calls in the inbound queue more efficiently for greater caller satisfaction.

SupportSoft Chosen as Finalist
SupportSoft announced that Red Herring magazine has named the Company a finalist for its Red Herring Top 100 Innovators award. Over 1,200 entries from across the United States were considered by this year's selection committee.   (about SupportSoft)