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Nuasis Lauches IP Contact Center
Nuasis announced the launch of the Nuasis NuContact Center, a multimedia contact distribution system designed to route and queue voice, e-mail and Web contacts on a single platform. The IP-based system consolidates the routing of customer phone calls, e-mails, and web contacts. The NuContact Center is a single distributed system, built on Nuasis' Enterprise Routing Architecture

New York DMV Gets Results with RightNow
RightNow Technologies announced the New York State Department of Motor Vehicles has improved service levels and reduced operational costs with RightNow eService Center. By making information accessible on the Web, the state agency's RightNow implementation has reduced the number of emails, phone calls, and office visits. This reduced workload has resulted in substantial cost savings and has allowed the agency to be more responsive to the needs of the state's drivers and vehicle owners. more »

ScanSoft and SpeechWorks to Merge
ScanSoft and SpeechWorks announced a definitive agreement for ScanSoft to purchase all of the outstanding common stock of SpeechWorks. Under the terms of the agreement, ScanSoft will issue approximately 32.6 million shares of its common stock to SpeechWorks shareholders who will receive 0.860 shares of ScanSoft common stock for each share of SpeechWorks stock that they own. The transaction is valued at approximately $132 million.

Datamonitor Releases Report on IP Contact Centers
At present, just 4% of call centers are IP-architected in North America, Europe, the Middle East and Africa (EMEA). However, a new report, "Reassessing the Opportunity for IP in Call Centers", just published by market analysts Datamonitor, predicts that the popularity of IP call center solutions will increase significantly. The report estimates that by 2007, IP call centers in North America and EMEA will have trebled in number.

CRM Evolving to Profitability Management
Source - "ComputerWorld" - Customer relationship management (CRM) in the telecommunications market is all about finding the best way to put information about customers into the hands of the employees on the front lines -- the call center representatives. In the telecommunications industry, it's especially important for service providers to focus on the differences between profitable and unprofitable customers. more »

Primus Announces Web Event
Primus Knowledge Solutions announced a Web event, titled "Online Customer Service - Transformed." The event will be held on Wednesday, May 7 at 11 a.m. Pacific Standard Time. more »

Best Software Reorganizes
Best Software announced a reorganization designed to consolidate and strengthen its customer and channel-facing programs The announcement follows the advisory from Best Software's parent company that U.S. revenues rose by 7 percent for the six-months ended March 31. The new corporate structure, organized by market, customer size, and distribution channel, has been streamlined from six to two divisions comprising multiple business units.  more »

Teradata and Business Objects Strengthen Partnership
Teradata, a division of NCR Corporation, has announced support for BusinessObjects(TM) Enterprise 6Using the Teradata(r) database platform, BusinessObjects Enterprise 6 allows organizations to track, understand and manage enterprise performance. With the release of Enterprise 6, Teradata will be designated as a strategic platform for Business Objects solutions.

UniPress Announces FootPrints Results
UniPress, a privately held company, achieved a 44 percent quarter over quarter revenue increase, comparing Q1 2002 with Q1 2003. UniPress cites two trends attributing to the strong demand for its FootPrints products. First, organizations are recognizing the need to automate manual processes and/or replace low-end tools. Secondly, mid-market companies and departments within large enterprises are reevaluating their high-end technology solutions.  more »

Transaction Network Services Selects Highdeal
Transaction Network Services has selected Highdeal Transactive 3.0 software to dynamically manage and automate pricing, billing, and rating processes for its robust transaction delivery network. Flexibility and third-party application integration were key factors for choosing Highdeal to manage transaction-oriented applications

• Applix Announces New Analytics Customers
  
• Avaya Reports Results
  
• Rainmaker Reports Results
  
• Sento Reports Results
  
• Apropos Reports Performance