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Onyx, Microsoft and Unisys Deliver Educational Website For Local Government
Onyx announced a new educational website for local government - GovernmentCRM.com. Developed with Microsoft and Unisys, the GovernmentCRM.com website was designed as a resource for local government decision makers to educate themselves on the best tools, services and strategies for their citizen response management or 3-1-1 initiatives.

Talisma Enhances NetAgent V6.6
Talisma announced the launch of NetAgent 6.6, a Multi-channel interaction management solution for contact centers that makes it easier for contact center and customer service agents to provide exceptional customer service. Key enhancements include an updated version of NetAgent Chat that allows agents to proactively engage Web site visitors, based on unique criteria, using real-time text messaging.

Talk to Santa Application is Back
BCE Elix, S2i, and Nu Echo have launched the second annual Talk to Santa Claus application. The application uses web and voice technologies such as speech recognition, text-to-speech, and the VoiceXML standard to enable an interactive and personalized telephone chat with Santa Claus. This year's edition is being sponsored by RockDetente an Astral Media Radio Network and Sympatico.

BT Selects Nortel
BT has selected Nortel to upgrade its contact centre infrastructure that serves more than 500 business units across 124 sites in the UK. BT will apply the IP technologies to streamline interaction across its operating businesses, helping almost 10,000 agents to meet the objectives of its highly publicised "Customer Promise" initiative, ensuring calls are answered quickly and are efficiently directed to the appropriate part of the business to achieve higher levels of customer satisfaction.   (about Nortel)

Motive Strengthens Position in European Broadband Market
Motive announced that it continues to strengthen its European presence through relationships with Multikabel, Swisscom and Telecom Italia. All of these companies are working with Motive to build self-management capabilities into their broadband offerings.

			Required Reading
		Using Internal CRM to Transform IT Culture and Achieve Business Alignment    Many Information Technology (IT) shared service teams are investing money in various means and methods to realise cost savings, realise benefits and breakthrough customer service. There are numerous frameworks about and numerous consulting organisations ready to help them realise their dream. However many of these dreams are short-lived and can turn into nightmares if the human issues are not addressed early. The Internal-Customer Relationship Management (I-CRM) approach works in parallel with other framework approaches and enables organisations to achieve early ROI and build those important bridges with the internal customers they serve and who pay their salaries. This article can help you think through your own situation. (AMT Consulting) more >>
Archive of past Required Reading articles

Luxury Cruise Center Travel Agency Selects StrataDial.VC2
Stratasoft announced that its StrataDial.VC2 Virtual Contact Center Enterprise software was chosen by Luxury Cruise Center. Luxury Cruise Center was seeking a call center and customer interaction management solution to enhance their proactive and marketing efforts as well as to expand their existing client base.

Spencer Technologies with ViryaNet
ViryaNet announced that Spencer Technologies has implemented ViryaNet Service Hub to automate its activities associated with workforce management and asset and contract management. Service Hub now provides Spencer managers responsible for business site rollouts and systems maintenance with a web-based information provision and service deployment solution.

Verint Reports Record Fiscal 2004 Third Quarter Sales
Verint announced record sales of $63,989,000 for the third quarter of fiscal 2004, ended October 31, 2004, a 31% increase compared with $49,012,000 for the third quarter of fiscal 2003. Net income on a generally accepted accounting principles ("GAAP") basis was $5,180,000 for the third quarter of fiscal 2004 ($0.16 per diluted share), compared with a net income of $5,671,000 ($0.17 per diluted share) for the second quarter of fiscal 2004, and net income of $4,667,000 ($0.15 per diluted share) for the third quarter of fiscal 2003.   (about Verint)