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"From the Top" Executive Interview With Amdocs
It's almost been a year since Amdocs completed the acquisition of the Clarify assets from Nortel. This week, Amdocs announces a new version of Clarify. Hear from the top executive at Amdocs in charge of the Clarify product line how he plans to leverage Clarify's historically strong installed base and Amdocs' telecommunications expertise to grow the company's CRM market share. more »

SafeHarbor Launches Support Services 3.0
SafeHarbor launched a new version of its customer support solution, Support Services 3.0. An integrated product suite delivered as a service, SafeHarbor Support Services 3.0 includes SafeHarbor Self-Service, a customized Web self-service environment; SafeHarbor Analytics, a data warehouse and analytics platform; and SafeHarbor Assisted Support, one-to-one service including web case, e-mail and telephone. more »

Teradata Profitability Analytics
Teradata introduced Teradata Profitability Analytics software, which runs on the Teradata warehouse engine. Comprised of Teradata Value Analyzer, which measures current profitability, and Teradata Lifetime Value, which predicts lifetime profitability, Teradata Profitability Analytics enables mobile communications companies to develop customer relationship management (CRM) strategies with value as the foundation.

FootPrints Email Encryption Support
UniPress Software announced the availability of FootPrints Email Encryption, offering new security options for Microsoft Exchange 5.5 users working with FootPrints and FootPrints for Exchange, UniPress' web-based help desk and customer problem management software products. FootPrints Email Encryption is a middleware tool that uses the email encryption capabilities in Exchange 5.5, working with Exchange and Microsoft Outlook to ensure the secure exchange of FootPrints email data. more »

Businesses Balk At Hidden Costs Of Mobile Devices
Companies are discovering that the real costs for an enterprise adopting widespread use of handheld mobile devices for its employees may quickly outstrip the benefits, according to SupportSoft. Thirteen million PDAs were purchased last year in the United States alone. While the average cost of a PDA is about $200, Gartner states that the total cost of business ownership, including administration and support, for a single device is about $3,000 per year. Gartner further estimates that the annual cost increases to $4,342 for more complex devices with wireless services. more »

Research Firm Ranks Oracle CRM Highest
Oracle announced that Forrester Research recently scored Oracle at the top of the list in two important areas of CRM: multilingual capability and future development strategy. Oracle received a score of 4.2 for Multilingual Capabilities and a 3.7 for Development Strategies. In particular, Oracle's integrated technology stack approach was cited as a key differentiator for its multilingual, multinational CRM applications. Oracle received an overall assessment score of 4.0 out of 5.0. more »

CustomerSoft Selects Control-F1
Control-F1 announced that CustomerSoft has chosen CF1-Live to provide remote support to its clients. CustomerSoft was looking for a remote support solution to enhance its current helpdesk offerings, which includes ESP and ESPortal. more »

IEXcellence Awards Honor Contact Centers
IEX announced the winners of the European IEXcellence Awards honoring contact centers exhibiting an innovative approach to improving customer service. Users of the company's TotalView Workforce Management solution were eligible for the award. more »

Service Stategies Becomes SSPA Sponsor
The Service & Support Professionals Association (SSPA) announced that Service Strategies Corporation, administrator of the Support Center Practices (SCP) Certification program, has registered as a Gold Sponsor of the SSPA Conference@Savannah. The SSPA Conferences offer opportunities to vendors in the service and support industry to showcase their products and services to a select group of executives attending the conference. more »

CRM Association Plans Bay Area Event
CRM technology alone is not to blame for CRM initiatives that fall short. That's why SF Bay Area CRM professionals will want to attend the CRM Association SF Bay Area's Fall Event: "Fire, Ready, Aim" Misses the Mark for CRM -- How to Align Business Process Requirements with CRM Strategy To Hit Your Business Objectives scheduled for October 17th, 2002.

Eyretel Achieves Accreditation
Eyretel announced that the company has achieved the International Standards Organisation (ISO) 9001 accreditation - the internationally recognized standard for quality management. Eyretel's ISO 9001 accreditation is for the company's UK-based Quality Management System (QMS) that defines and controls the design, outsourced manufacture, installation and commissioning and after-sales support of the company's interaction recording and analysis products and services. more »

• SaskTel With Siebel
  
• Oncontact Software Kicks Off User Conference
  
• Bell Canada And Avaya Team Up
  
• BroadVision Extends Relationship With GSA
  
• Avaya Improves Certification Program