Courion announced Enterprise Provisioning Suite 7.20 with enhancements to provide greater flexibility, increased visualization and faster implementation. By leveraging 7.20's new administrative interface, administrators can add workflow development capability to enable non-technical users to better visualize the workflows created in Courion's solutions.

Motive announced Profile 3.0, the latest version of the company's application configuration management solution, allows enterprises to more easily and reliably control complex, interconnected software underlying business services that generate revenue and sustain competitive advantage.

RightNow introduced RightNow SmartGuide, a CRM solution that enhances the quality, speed and consistency of customer service by guiding customers and/or service agents to answers via an interface using "decision-tree" logic. This adaptively structured interface enables customers to pinpoint answers by responding to a series of diagnostic questions that guide them to a conclusion of their self-service session.

SPSS unveiled an enhanced version of its flagship statistical software package, SPSS 14.0, to further extend the reach and power of predictive analytics. SPSS 14.0 will facilitate and accelerate this process with full data management and enhanced reporting capabilities, data validation, forecasting, extended programming and expanded structural equation modeling options.

UniPress unveiled FootPrints 7.0, a version of its service desk product line and services. Widely used by more than 2,000 organizations, FootPrints offers a 100% web-based platform to automate help desk and customer support operations, as well as other business-critical processes.

StayinFront announced its latest portable handheld sales automation products, StayinFront Mobile, version 9.2 and StayinFront Companion, version 9.2. Both applications operate on Personal Digital Assistant (PDA) devices running on Microsoft Windows Mobile* 5.0 and are designed to deliver handheld CRM functionality in a fast and easy-to-use application with proven enterprise scalability.

netCustomer announced its Siebel CRM applications support practice. netCustomer Siebel practice will provide third-party support alternative to Siebel customers who are interested in reducing their support costs. The pilot rollout of netCustomer Siebel support services is underway. The services are planned to be generally available later this year.

ATG announced that Meredith Corporation has selected ATG technology to power customer service initiatives and additional e-commerce projects. A longtime ATG customer, Meredith understands the power of leveraging data and maintaining a singular view of the customer across various touchpoints including commerce transactions, e-mail, and contact center/help desk.

KANA announced that Siemens Communications is using KANA IQ to reduce call center expenses while enhancing service across its product lines. KANA IQ provides agents in the Siemens Technical Assistance Center with a unified interface for accessing information and guides them through the inquiry resolution process. Just 90 days after deployment, the system reduced second-level call center traffic by 50 percent while increasing user satisfaction.

Nuasis announced that it has integrated its software-only, IP-based contact center system with Oracle CRM. The Nuasis NuContact Center handles customer inquiries via the phone, e-mail, Web and fax. The company claims the integration of the Oracle CRM application with the Nuasis contact center system increases contact center efficiency and productivity.

  "OUR TAKE" (more)

8/16/2005 - CRM as a Box Recently I wrote a few comments on the new version of Microsoft CRM that was announced to ship by the end of the year and how the efforts to release a more fully funtional product shows that creating CRM applications is harder than it looks. One reader wrote:   "Microsoft might be facing a problem with both product as well as the channel. I think both are not ready and this is forcing them to delay everything. The Microsoft channel has traditionally been a box seller and pushing CRM as box will not help them.   I think it would be great for so many businesses if CRM did come in a box. Today's products are just too darn difficult to implement, integrate and operate. I think the world is waiting for just that! What do you think?   Gary Lemke, Publisher (Share your thoughts)