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How to: Create vendor consignment pricing data in SAP's R/3 (4.0B)
 

HDI Tip of the Day
Review the role of the call center within the company in terms of its strategic position and functional responsibilites Assess current and projected end user support needs. Evaluate outsourcing versus in-house options Evaluate call center facilities and resources Evaluate business processes, including: Access methods and supported products Goals for responsiveness and solution management Measurement and evaluation standards User expectations for response time, problem classifications, escalations, and follow-through User satisfaction surveys and monitoring Implementation Lessons from Leading-Edge Users, Knowledge Networks Support Automation Report

 

Today's News

Sento Forms New ASP Company
Sento Corporation announced its shareholders have approved the transfer of technology and other assets that are utilized in the operation of its eCustomer Contact Center to EchoPass Corporation, a newly-formed e-services enterprise. The shareholder action will permit Sento to undertake a series of transactions designed to enable EchoPass to commercialize the technology and provide companies with an integrated telephone and Internet customer care solution in an application service provider (ASP) environment. (Read More)

Kana Manages Customer Communications for Four of the Top Five Holiday E-Commerce Sites
Kana Communications, Inc. announced that of the top five holiday e-commerce sites during the Thanksgiving holiday (Source: Media Metrix study ending week of November 28), four of the sites use the Kana solution. The honorees that rely on Kana's ability to scale to high volumes of online communications include eBay, eToys, and CDNOW.

eGain and Pandesic Join Forces to Offer eBusiness Customer Solutions
eGain Communications announced that its email management system, eGain Mail, and real-time Web collaboration system, eGain Live, have been integrated with the Pandesic® e-business solution-helping e-businesses deliver online customer service. Several customers such as eHobbies.com are taking advantage of the eGain-Pandesic integration, and many others are in the deployment phase.

Davox Releases Ensemble 2000
Davox Corporation announced the immediate availability of Ensemble(TM) 2000, customer interaction management software that helps companies optimize the value of every customer interaction. Davox targets Emsemble for banks, utilities, airlines, telecommunications providers, and other companies that communicate frequently with customers. The Ensemble customer contact suite consists of integrated software modules to help companies manage inbound and outbound customer contact, generate real time and historical reports, and provide valuable customer information to agents as they need it.

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The Future Is Now: Managing Customers with Next-Generation Software Speaker: Chris Fletcher, Aberdeen Listen Now - Ready when you are!

U.S. Cellular Links Up with Blue Pumpkin
Blue Pumpkin Software announced that U.S. Cellular Corporation has selected the company's PrimeTime workforce management software for its IS Support Center. The IS Support Center, which provides internal technical support to thousands of U.S. Cellular employees at offices in 15 states, has integrated Blue Pumpkin's PrimeTime forecasting and scheduling product into their call center environment. US Cellular states the entire process is 98% faster and only requires about a half hour. The ease of use has also permitted us them move the scheduling responsibilities from three supervisors to a single administrative assistant.

BusinessLine Closes a Contract with France Telecom
BusinessLine announced today in Paris the signing of a contract between France Telecom and BusinessLine. France Telecom has chosen BusinessLine V4.10 as a support product for the set of technical installation and corporate monitoring services (GPS/GIL). France Telecom plans to use BusinessLine in five divisions of as well in some of its subsidiaries in France and abroad involving thousands of administrative, technical and managerial staff, at client and company sites.

SpeechWorks Goes Live with GL Trade Multimedi@,
SpeechWorks International, Inc. introduced its first system in France, enabling callers to get stock information at any time of the day or night, using just their voices and a telephone. The system brings the web- model of self service to the telephone, allowing consumers to get financial information quickly, even when they don’t have access to a computer.

SITEL Technology Services Announces New COO
SITEL Technology Services (STS), a business unit of Baltimore-based SITEL Corporation announced the appointment of James P. Dunn as COO (Chief Operating Officer). He came to SITEL from Stream International, where he served as Director of Operations.

Vignette Prices Secondary Offering
Vignette Corporation announced that it has priced its secondary public offering of 2.9 million shares of common stock, including 659,000 shares of common stock to be sold by certain selling stockholders. The secondary offering price is $139.88 per share. The net proceeds raised by the Company during the offering total $297.8 million.