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From the Top Executive Interview With eGain
According to Ashutosh Roy, CEO and Chairman of eGain, the sales process is beginning to look more like advice and assistance. Read why he feels customer service is becoming more important and why multi-channel eService networks are the basis for the future of the contact center. more »

PeopleSoft Delivers Solution
PeopleSoft announced the general availability of PeopleSoft Sales Incentive Management (SIM) for High Tech and Industrial organizations. As part of PeopleSoft's Human Capital Management (HCM) solutions, PeopleSoft SIM aims to reduce incentive management expenses by streamlining administrative processes and providing greater visibility, control and agility to management. more »

ServiceWare Announces Embedded Integration Into Siebel
ServiceWare announced the availability of an embedded integration of its eService Professional solution into Siebel's call center and service applications. This embedded integration is intended to provide a subset of ServiceWare's eService Professional within the interface of Siebel's CRM applications, eliminating the need for customer service representatives (CSRs) to launch separate knowledge or search applications when answering customer questions in the contact center or help desk. more »

Blue Pumpkin And Thomas Cook Direct UK Set Standard
Blue Pumpkin announced engagement results with Thomas Cook Direct UK that include greater customer service levels, improved operational efficiencies and increased employee morale. Through the deployment of Blue Pumpkin's workforce optimization solutions, Thomas Cook Direct achieved a first-year ROI of over 500%, which was a result of a 56% improvement in service level delivery, an 11% increase in agent productivity and a 24% improvement in schedule adherence management. more »

Princeton University Licenses P-Synch
M-Tech Information Technology announced that Princeton University's Office of Information Technology has licensed P-Synch, the Total Password Management solution, to meet their campus-wide, cross-platform password management requirements. To access vital information on campus, users may require several different accounts for such services as research facilities and administrative systems making the likelihood of forgotten passwords a burden on support staff. more »

Vertical Solutions Partners With Apex Technologies
Vertical Solutions announced that Apex Technologies has chosen their web-based PowerHelp Millennium product suite as their support and sales automation tool of choice. Apex Technologies has implemented VSI's web-based PowerHelp Millennium internally and have also reached an agreement to become a value added reseller (VAR) for VSI in the northwestern United States. more »

Ask Jeeves Is Banner Free
Ask Jeeves Web Properties announced the removal of all banner advertisements from Ask Jeeves (Ask.com). Ask Jeeves also recently eliminated interstitials, commonly known as pop-up advertisements, from its suite of advertising products. more »

Witness Announces Earnings Conference Call
Witness Systems announced that it will release its fourth quarter and full year 2002 financial results on Monday, January 20, 2003 after the close of the NASDAQ market. more »

SSPA Launches Research Report
The Service & Support Professionals Association (SSPA) announced the publication of the inaugural edition of the SSPA Research Report. The SSPA Research Report provides up-to-date data and analysis about support industry practices, operational performance benchmarks and metrics. more »

Aspen Systems Names New Director
Aspen Systems announced the appointment of Leslie LeComte as the Director of Business Development for the Customer Management Solutions (CMS) Division. In this position Ms. LeComte will be responsible for commercial and government sales and marketing. more »

Expertcity Wins Award
Expertcity announced that Customer Inter@ction Solutions magazine named DesktopStreaming a Product of the Year winner for 2002 for its Phone Mode solution. Introduced in 2002, Phone Mode enables contact-center representatives using the phone or the Web to interact with customers via File Transfer and ScreenSharing. more »

• AFSMI Announces 2003 Webinar Lineup
  
• edocs With Blue Cross And Blue Shield