HDI announced the publication of Tools for Support Knowledge: A Guide to the Leading Tools for Building and Maintaining End User Support Knowledge Bases. The new publication will provide customer service and support professionals with a unique and valuable tool to assist them in successfully adopting and leveraging tools for knowledge management.

Empirix announced a proactive monitoring and management solution designed specifically for Cisco IP Contact Center (IPCC) Enterprise Edition telephony environments. Empirix's OneSight application management software now features monitoring profiles built for Cisco CallManager, the software-based call-processing component of the Cisco IP telephony solution.

eGain announced that KMWorld named eGain Service 7 to its distinguished Trend-Setting Products of the Year List for 2005. eGain was recognized for its complete suite of customer service and contact center software.

Fischer International announced that VITAS has selected Fischer Identity Suite 2.0. The full implementation throughout VITAS' enterprise will include password management, self-service, provisioning, and compliance.

iFusion Solutions announced that Mission Hill Winery has gone live with their implementation of Microsoft CRM (MSCRM). Mission Hill is using Microsoft CRM to track feedback from the thousands of comment cards that they receive weekly from guests attending their wine tours and private functions.

Salesforce.com announced that Air Products & Chemicals has chosen salesforce.com as its CRM solution. Air Products' sales and marketing teams are implementing salesforce.com applications to enhance sales processes, track customer interactions, and coordinate campaigns across multiple businesses.

CosmoCom announced the appointment of Tatung System Technologies Inc (TSTi) as its Master Value Added Reseller in Taiwan. TSTi is Taiwan's leading solution provider, providing innovative Computer, Communications, and e-Commerce solutions, with a major practice in call centers.

Siebel Systems announced that Zurcher Kantonalbank (ZKB) has increased its "share of wallet" with existing customers and has enhanced customer loyalty using Siebel business applications. Switzerland's third-largest bank has deployed Siebel Finance and the Siebel Enterprise Marketing Suite to 3,800 staff -- nearly the entire workforce -- to create a single, complete view of more than 1 million retail finance customers across multiple channels.

SPSS announced that the Bureau of Justice Statistics (BJS), part of the U.S. Department of Justice's Office of Justice Programs, has purchased additional SPSS predictive analytics software to analyze and produce reports on key crime and justice-related data.

Vignette announced that St. John Health has selected Vignette Content Management to standardize the capabilities of its Associate intranet and ease and automate the processes for creating, managing and publishing content on the Web.

  "OUR TAKE" (more)

8/30/05 - Bring Back the Farmers One reader seemed to very much value the hunter went on to articulate very strong feelings for the role and value of the farmer. He said:   "As far as farmers, let's bring them back. The small to true mid size accounts do this via a relatively inexpensive telephone force. But for the larger accounts, on into globals, bring back those farmers. Quota them, but pay them on an 80/20 plan. You want them to sell but theirs is a much softer sale. The more touches with a larger company the better."   In closing, the reader said that he believes an organization that really uses both farming and hunting is the exception rather than the rule. "What a differentiator that strategy can be." I agree. Do you?   Gary Lemke, Publisher (Share your thoughts)