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| Mon, September 21, 1998 |
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Resource Center
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News Archive Career Corner Demo Central Support Library Subscribe - free |
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Support Stock Index (SSDEX) is the support industry's health barometer. It is a measure of the stock performance for companies that sell products and services to the support / customer interaction industry. On 12/31/96, SSDEX's value was set at 100, making it easy to see how the industry is performing as a group. | |||||||||||||
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| Product News |
Peregrine Systems Launches Y2K Crisis Management Solution
Peregrine Systems, Inc. today launched ServiceCenter/2000. which imposes a process and offers a ``best practice'' methodology to manage the Y2K crisis. ServiceCenter/2000 is an integrated suite of applications including inventory/configuration management, problem management and problem resolution, change management and an analytical decision support tool.
Periphonics Introduces PeriWeb 2.0 for Creating Internet Transaction Processing Applications
Periphonics Corporation has introduced PeriWeb 2.0, a software environment for Internet-based transaction processing services that operate on Periphonics' Interactive Voice Response (IVR) systems. Using PeriWeb and PeriProducer(R), Periphonics' graphical application development tool, application specialists can construct transaction processing services that access both client/server and mainframe legacy databases. PeriWeb allows media-independent application development, configuration and execution for transaction processing on both telecommunications and Web networks or for Web only.| Customer and Partner News |
Knowlix Corp. Joins Remedy Product Partners Program
Knowlix Corp. Monday announced that it has joined Remedy Corp's Product Partners Program. This partnership combines Knowlix knowledge management experience with Remedy's applications for automating internal help desks and consolidated operations management. It also provides customers with a solution for adding knowledge tools to support operations. Full Story - http://www.realmarket.com/news/knowlix092198b.html
Livelink Chosen as Collaborative Knowledge Management Standard by SITEL Corporation
Open Text Corporation today announced that SITEL Corporation has chosen Livelink as its collaborative knowledge management standard, uniting employees worldwide. Livelink facilitates collaboration, allowing employees to share vital information, work together on projects, and present one corporate face to customers, regardless of geographic location.
Network Associates Selects Primus SolutionSeries Software for Worldwide Technical Support Organization
Primus, a provider of problem resolution and knowledge management software for customer support organizations, today announced that Network Associates has selected Primus(R) SolutionsSeries(TM) software for implementation throughout its worldwide technical support organization. Primus software will help Network Associates build a single enterprise-wide solution knowledgebase and assist its support professionals in solving a wide variety of technical issues. Network Associates also plans to use SolutionSeries software to make its solution knowledgebase available via the Web for customer self-service.
Applix Enterprise Customers Adopting Internet-Centric Customer Relationship Management Applications
Visibility, Computer Design, Bank 24/Deutsche Bank, SCMB, HiServ, and Valmet, are leveraging the Internet by using Applix Enterprise. Available since November 1997, Applix Enterprise 7.0 is an Internet-centric customer relationship management application suite to help companies automate front-office processes.
Credit Lyonnais Selects Pegasystems Solution to Improve Customer Service for Correspondent Banking
Pegasystems Inc. announced today that Credit Lyonnais has selected a Pegasystems solution to automate all processes within the Bank's Customer Service Organization, designed to give staff a global picture of customer accounts. The Pegasystems solution allows a single staff member to handle all queries relating to a particular customer, with no need to pass a call from one department to another.
eBusiness Solutions Provider Teams with AnswerSoft to Deliver Customer Service Solutions for Call Centers
Silknet Software, Inc., a provider of eBusiness solutions, today announced that it has formed a sales and marketing alliance with Davox subsidiary AnswerSoft, Inc., a provider of call center process automation solutions. As part of this relationship, Silknet Software will offer customers its eService 98(TM) product, an Internet-architected, enterprise-level customer service solution, coupled with AnswerSoft's computer telephony integration (CTI) products. Reciprocally, AnswerSoft will offer its customers eService 98, enabling the company to deliver an advanced, Web-based contact center.Toshiba Selects Unisys to Deliver Expanded Global Services for Toshiba Notebooks, Desktops and Servers
The Computer Systems Division (CSD) of Toshiba America Information Systems, Inc. (TAIS) and Unisys Corporation today announced an alliance that expands Toshiba's enterprise support capabilities on a global basis and extends the range of Toshiba products Unisys supports.| General News |
SAP, Baan, Others Invest In App-Integration Vendor
SAP and Baan, continuing their support of startups that link big enterprise applications across company walls, this week will disclose minority investments in CrossRoute Software Inc. CrossRoute, which will change its name this week to Extricity Software Inc., sells a software suite called Alliance that lets companies connect their business applications with those of their supply-chain partners over the Internet and other IP networks.
Melita Expands European Operations
To meet the needs of its expanding European customer base, Melita(R) International has established a new operation in Paris, France. Headed by vice president, Robert L. Schwartz, this new operation will act as a springboard into the expanding European call center market.
Quintus Announces International Business Unit
Quintus Corporation today announced the creation of its International Business Unit. The business unit will actively seek new customers throughout Europe, the Middle East and Africa while providing local support to existing global customers.
Convergys to Debut at PCS '98; Convergys Redefines Customer Management Category
As part of the introduction, Convergys (formerly CBIS and MATRIXX Marketing) will unveil its strategy to provide solutions that leverage a broad range of customer knowledge to increase the value of its client's customer relationships. Convergys will use advanced technologies to analyze multiple sources of customer-specific data, developing targeted, action-oriented information that can be used throughout the lifecycle to achieve greater customer satisfaction and loyalty, reduce costs, drive innovation, and increase revenue.
