| Editorial |
 Mastering the Customer Experience
Focusing on the customer is not something new. Customer Relationship Management theories embraced in the 1990’s hold true today — the operational, collaborative and analytical aspects of the ‘CRM Ecosystem’1 still need to be adopted and adhered to.
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| Highlights |
 Seven Ways to Reduce IT Costs with Master Data Management
Information Technology managers are facing a dilemma given the current economic climate – despite budget cuts, companies do not expect reductions in the service levels provided by IT to the business. Under such circumstances, how do you maintain or improve service levels, and continue to run the business efficiently?
by Ravi Shankar, Senior Director of Product Marketing
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| What's
New? |
 Genesys Telecommunications Laboratories, an Alcatel-Lucent company, released new UK research today that highlights a disconnect between the metrics monitored in the contact centre and the information required by the business at large.
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 Worldwide Business Security Concerns Brightens the Future of Smart Cards Markets
The availability of wireless local area network (WLAN) hotspots and WLAN enabled laptops and personal digital assistants are allowing people...
RightNow Only Full-Suite CRM Vendor on Leading Research Firm’s List of Top Email Service Providers
RightNow® Technologies announced it was the only vendor offering a suite of marketing, sales and customer service solutions to get...
Dendrite Appoints Joseph Ripp as President and Chief Operating Officer
Dendrite International, Inc., a provider of sales, marketing, clinical and compliance solutions for the global pharmaceutical industry, announced the appointment...
Exstream Software Announces French Version of Dialogue Anywhere for Marketing
Exstream Software announced the release of Dialogue Anywhere(TM) for Marketing for the French marketplace, demonstrating the company's commitment to the...
eOn Communications Announces Intent to Acquire Spark Technology Corporation
eOn Communications Corporation™, a provider of telecommunications solutions, announced that it has signed a non-binding Letter of Intent (“LOI”) to...
Cerillion Supports Launch of First Live HSDPA Network
Convergent billing specialist, Cerillion Technologies, announced it has completed implementation of its mediation solution in support of Manx Telecom’s...
Citrix Delivers Smart Agent Technology to Integrate Business Applications and IP Telephones
Citrix Systems, Inc., a global provider of access infrastructure solutions, announced the availability of its new Smart Agent technology with...
Purisma Launches Revolutionary Solution For Customer Identity Management
Purisma announced the availability of the market's first and only turn-key Customer Identity Management (CIM) solution. For customer-centric enterprises, the...
Envox 6.1 Receives Editor's Choice Award
Envox Worldwide, a global provider of voice solutions, announced that Envox 6.1, the company’s open, standards-based communications development platform, has...
Road Runner Sports Selects ATG For Hosted and Managed E-Commerce
ATG, the software provider behind the most consistent and relevant marketing, commerce, and customer service experiences, today announced that San...
Web Shoppers Demand “Security” Dividend from Banks
Web shoppers who consider themselves more secure are beginning to demand better rates from banks as a reward, a survey...
SafeHarbor and Knova Software Partner to Deliver Customer Service Solutions Worldwide
SafeHarbor Technology Corporation, a provider of customer interaction and business intelligence services, announced its partnership with Knova Software, a...
FrontRange Solutions Partner Program Continues Building Momentum
After posting overall 45 percent license revenue growth in the last year to reinforce its market leadership, FrontRange Solutions —...
Business Objects Closes Acquisition of Infommersion
Business Objects, a provider of business intelligence (BI) solutions, announced that it has closed the acquisition of privately-held Infommersion,...
iSpheres Captures Intelligent Enterprise 2005 Readers’ Choice Award
iSpheres Corporation, real-time intelligence solutions provider, announced that the iSpheres Event Server has won the Intelligent Enterprise 2005 Readers’ Choice...
Communications Data Services, Inc. Selects Kana Response
KANA Software, Inc., a provider of service resolution management (SRM) solutions, announced that Communications Data Services, Inc. (CDS), a subsidiary...
Mercom Systems Introduces Audiolog 3.3, Its Most Versatile, Feature-Rich Recording Solution
Mercom announced its Audiolog Call Recording Server Release 3.3. Version 3.3 emphasizes security and reporting enhancements that lead the industry....
Onyx and Metric One Collaborate to Deliver Complete Customer Management Solutions
Onyx® Software Corporation announced that Metric One has joined the Onyx Alliance Program. Metric One is a provider of CRM...
NetSuite and Five9 Partner to Offer VOIP ''Click to Call'' Within NetSuite Applications
Five9, Inc., an on-demand call center solutions provider, and NetSuite, Inc., an on-demand business management software for small and medium-sized...
SER Sweeps Europe with New Outbound Technology
SER Solutions, Inc., a provider of innovative software solutions that help contact center operators achieve unprecedented efficiencies, maximize workplace productivity,...
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