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eGain Announces Solution
eGain announced the availability of eGain's Call Center Bridge 5.0. eGain Call Center Bridge 5.0 provides integration of call center infrastructure components such as ACDs (Automatic Call Distribution) and switches with eGain Live Web, a solution for customer service and support via "live" web interaction modes such as chat and co-browsing.

RealDialog To Present Free Webcast
LiveWire Logic announced a free webcast explaining the attainable value of using Virtual Agents on websites for customer self-service applications November 7, 2002. The webcast entitled, "Value of Virtual Service Agents" will feature Mr. Timothy Hickernell, an industry expert on agent technology, of META Group. more »

Onyx And Microsoft Extend Alliance
Onyx and Microsoft announced that the two companies are expanding their multiyear global alliance to include three additional vertical markets. As a result of the expanded relationship, Onyx and Microsoft will jointly pursue CRM opportunities in healthcare, telecommunications and government, in addition to financial services.

Primary Matters With SAIC
Primary Matters announced a Value Added Reseller (VAR) agreement with Science Applications International Corporation (SAIC). According to the terms of the agreement, SAIC can integrate the skills of its consulting staff with Primary Matters' product, The Primary Matters Contact Center Guide and add value to SAIC's consulting projects in contact centers, IT assessments, process improvement, enterprise strategy, organizational change, and project management. more »

Courion And Touchpaper Deliver
Courion announced a reseller partnership with Touchpaper Software that is designed to help more companies meet the growing challenge of managing user passwords and digital access rights. Touchpaper will market Courion's PasswordCourier in the UK, Europe, and North America to offload help desks from the source of user support calls. more »

Empirix Benchmark Report
Empirix released a benchmark report on the performance of eight major U.S banks' self-service applications. The report evaluated the availability and speed of the banks' primary automated customer self-service channels - Web and voice-based applications that consumers regularly use to access important financial information and execute transactions. Results show there is as much as a 3X difference in system efficiency between the best performing bank (BankOne) and the worst performing. more »

QualxServ Migrating To Astea
Astea announced that Astea Dispatch-1 customer QualxServ is upgrading to the advanced Web and mobile capabilities of Astea AllianceEnterprise Suite. Astea AllianceEnterprise aims to provide QualxServ with integration of new technology tools for managing relationships in the field where professional services are delivered. more »

West Benefits From KANA
KANA announced that West Corporation has deployed KANA Contact Center software. KANA's multi-channel Web-architected application ensured fast integration and aims to ultimately help reduce the overall cost of customer service for one of West Corporation's major clients.

Four Primus Customers Receive Awards
Primus Knowledge Solutions announced that four of its customers; EMC, Best Software, CompuCom Systems, Inc. and Mentor Graphics, were recently honored by the Service & Support Professionals Association (SSPA) for providing high levels of technical support and service to their customers. EMC and CompuCom were two of nine category winners in the 2002 STAR Award program, while Best Software and Mentor Graphics were recognized as Hall of Fame winners, given to companies that have won 5 STAR Awards since the inception of the program. more »

SupportSoft Receives Award
SupportSoft has been named a Rising Star on the 2002 Deloitte & Touche Technology Fast 50 program for Silicon Valley, a ranking of the 50 fastest growing technology companies in the area. The special category of Rising Star winners are ranked based on the percentage of growth in fiscal year revenues from the five-year period of 1997 to 2001. more »

• LG&E Energy Deploys Siebel
  
• Envision Telephony And Aspect Partner
  
• Six Continents Hotels Selects ATG