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Parabel Announced
Parabel, a new business focussed on designing and implementing customer management strategies was launched. The Parabel Philosophy is based on the central importance of the customer experience. This entails, optimising customer acquisition and retention in a cost effective way, and servicing customers across multiple international locations. Parabel's offering includes a comprehensive audit process of the customer experience, service strategy and data analytic capability.

Epiphany Advisor for Communications Announced
Epiphany announced the Epiphany Advisor for Communications family of solutions. The new family of communications solutions, which includes industry-specific versions of Epiphany Insight Advisor, Epiphany Interaction Advisor and Epiphany Lead Advisor, is designed to add specific high-value processes that improve customer profitability by making every customer interaction more intelligent.

CEONEX Announces Quantemo
CEONEX announced Quantemo, a usability lab for measuring emotional reactions to visually-communicated messages such as web pages, portals, Flash movies, or advertisements. Using a proprietary process, Quantemo recommends strategies that enable businesses to alleviate the target audience's effort in understanding visual message, and thereby increase customer conversion.

Intervoice Announces Support for Microsoft Smarter Hospitality
Intervoice announced its support for Microsoft's Smarter Hospitality initiative, a solutions framework for helping lodging and foodservice organizations improve how they interact with their guests while laying the groundwork for future innovations. In an effort to foster the adoption of speech technology, Intervoice solutions for the hospitality and travel sector increase cost savings while reducing deployment timeframes and the complexity associated with voice user interface (VUI) development.

Avaya Provides Launch Platform for Canadian Contact Centre Company
Multi Channel Communications (MCCI) selected solutions and services from Avaya with which to launch and grow its multi-channel contact centres. MCCI offers clients both traditional and IP telephony-based services with the multi-channel communications, sophisticated call routing and advanced reporting that are key to the company's success.

			Required Reading
		Pitney Bowes Automates Field Service Communications    Field service representatives in all industries often face a common problem - that of communicating and exchanging pertinent information while on the road assisting customers. Technicians employed by Pitney Bowes, Inc. (Stamford, CT), the world's leading provider of integrated mail and document management systems, services, and solutions, once ranked among this group. However, this is no longer the case. (Integrated Solutions) more >>
Archive of past Required Reading articles

Haynes and Boone Gains Competitive Edge
Haynes and Boone is setting the example for how legal professionals across the country can increase the power of their knowledge management systems by implementing Elite Deal Proof, a document automation solution in the West km family of knowledge management products from Thomson Elite. By automating the document analysis, summarization and proofreading process, Deal Proof helps firms produce better documents faster.

ReQuest Multimedia Selects Antepo
Antepo announced that ReQuest Multimedia has selected OPN System 4.5 as its company standard EIM platform. ReQuest will deploy OPN System to enable communication and collaboration internally, as well as externally with global customers and distributors.

Rabobank Deploys Siebel CRM OnDemand
Siebel Systems announced that Rabobank has deployed Siebel CRM OnDemand to underpin its electronic wallet payment service, called 'MiniTix'. Siebel Systems' hosted CRM solution provides the bank with a view of the online retailers who accept payment via MiniTix.

Essex Police Taps Vignette
Vignette announced that Essex Police is implementing the Vignette V7 content management and portal suite to transform its legacy employee intranet to a new organizationwide portal, providing more than 3,000 police officers and 2,000 police staff members with improved access to policing information. The new unified portal will enhance collaboration across the force, increasing productivity by reducing the time employees spend searching and retrieving core content from the intranet and key business applications.

LivePerson Timpani Enhances Customer Service at KitchenAid
LivePerson announced that KitchenAid has adopted the Timpani online communications platform for their consumer websites www.KitchenAid.com and www.ShopKitchenAid.com. The implementation has resulted in measurable improvements in agent productivity, response times and customer satisfaction.