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From the Top Executive Interview With AIM technology
Most agree that it is all about ROI. If that is the case then measurement and analytics has never been more important. Increased imperatives to really understand effectiveness of business processes, especially those processes that touch the customer, demands a new look at analytics for the call center. AIM technology's Tony Hayward explains that reporting is not the answer and why CRM analytics will allow you to discover new and better ways to run your call center. more »

ServiceWare Announces Web Services Support
ServiceWare announced the availability of eService Suite as a Web service through the creation of a Simple Object Access Protocol (SOAP) adapter. The SOAP adapter provides the mechanism by which eService Suite will be available as a Web service within the enterprise. more »

CRM a Key Application for 2003
According to industry analysts, CRM will be a key application for 2003. Many companies cut way back in 2002 and are now ready to take a look again. There will be growth on the horizon for both the CRM and ERP markets as businesses continue to look for greater return on investment (ROI) from the applications they already own. more »

Best Software Announces ACT! For Peachtree
Best Software announced the availability of ACT! Link for Peachtree, which aims to enable small businesses to share vital customer and vendor information - from invoices, open quotes, purchases, and sales payment histories to available credit- between ACT! 6.0 and Peachtree 2003. more »

LiveWire Logic Releases White Paper
LiveWire Logic announced a new White Paper created for Banking and Financial Institutions describing the requirements and benefits of enhanced web self-service for customers. Entitled, "Online Banking: A Dialog for Today and the Future," the paper explains how web self-service can attract new customers, ensure customer retention and improve profitability. more »

CRM Solutions From IBM And Blue Martini
Blue Martini Software announced the availability of four new solutions for IBM eServer systems to help retailers increase customer loyalty, sell more effectively and reduce their costs. The Blue Martini Retail Advantage Bundles automate Retail CRM best practices for Clienteling, Gift Registry, Loyalty Programs and Relationship Marketing and provide a solution that includes software, hardware and monthly financing. The bundles include Blue Martini Retail CRM solutions running on IBM eServer pSeries products.

Ross Stores Deploys SAP
SAP announced that Ross Stores has selected SAP StaffWorks to optimize labor-management activities in order to reduce expenses, increase revenue opportunity, and improve customer service. SAP StaffWorks is a workforce management solution that enables the integration of key data from retail stores, headquarters operations, human resources, and payroll to help retailers reduce over- and understaffing, payroll costs, labor law and union violations, and time spent on scheduling.

Acxiom And Equitec Join Forces
Acxiom and Equitec have combined their strengths to offer Customer-Centric Retail Solutions to the nation's leading retailers and suppliers. By joining Acxiom's Customer Information Management Solutions with Equitec's advanced analytics and retail customer intelligence, the companies can provide retailers with data-driven solutions to many of their challenges.

eOn Communications Awarded
eOn Communications announced that Technology Marketing Corporation (TMC)'s Customer Inter@ction Solutions magazine named eOn's eQueue Multi-Media Contact Center Solution as a Product of the Year Award winner for 2002. more »

e-talk Wins Award
e-talk announced that Technology Marketing Corporation (TMC)'s Customer Inter@ction Solutions magazine, named etalk Qfiniti as a Product of the Year winner for 2002. Qfiniti was recognized as a Product of the Year because the scalable platform delivers a suite of solutions designed to optimize the quality process within enterprise customer contact centers. more »

TJX With Workbrain
Workbrain announced that The TJX Companies has standardized on Workbrain RetailERM. TJX will use RetailERM to automate its workforce management processes for more than 89,000 employees in over 1,800 retail stores and distribution centers in Canada, the United States and Europe.

Blue Pumpkin Names New VP
Blue Pumpkin announced Roger Nunn as its new executive vice president of sales and Bob Perreault as its new executive vice president of customer services. Nunn will build on the momentum of the Blue Pumpkin Workforce Optimization Suite, expanding the new workforce optimization market in the US and worldwide. more »

• Apropos Announces Siebel Validation
  
• Oaktree Capital Management Selects Interface Software
  
• Pegasystems For British Healthcare Organization