Cinergy Chooses Axiom's Mobile Workforce Solution
Axiom will install its mobile workforce solution at Cinergy, aiding in the service of more than 2 million electric and gas customers throughout Ohio, Northern Kentucky and Southeastern Indiana. The Mobile Dispatch function enables dispatchers to receive work requests from various applications, wirelessly dispatch the work orders to field service technicians, monitor work order status, and then wirelessly transmit completed orders back to the home office for a variety of services. The Mobility Scheduling and Street Level Routing component is provided by ClickSchedule.

Affinity Increases Eficiency with Self-Service
KnowledgeBase Solutions, a provider of hosted and onsite knowledge management solutions for customer support and self-service, announced that Affinity Inc. has implemented KnowledgeBase.net's technology offering customers immediate answers to product and service related questions 24/7 via an online knowledge base. With this deployment, Affinity, a web hosting services provider for small and medium size businesses (SMB), has lowered inbound customer support calls and given customers an important new option for commonly asked questions.   (about Knowledge Base Solutions)

IDX Imagecast Earns SCP Certification
IDX Systems announced today that IDX Imagecast(tm) has achieved certification under the Support Center Practices (SCP) Certification program. Imagecast achieved certification as a result of an independent on-site audit of the IDX National Service Center, located at IDX headquarters in Burlington, Vt. SCP Certification defines best practices for delivering world-class technology support and quantifies the effectiveness of customer support based upon a defined set of performance standards.   (about ssc)

			Required Reading
		Leading Change - The Contact Center As A Strategic Resource    The call center as an enterprise application is on the threshold of major change. Recent developments in the convergence of voice and data applications, a converged network of geographically dispersed call centers, and more importantly, the call center will be integrated more broadly and deeply with information stored in enterprise applications will create an order of magnitude shift in how enterprise applications are integrated into the customer contact experience. This Contact Professional article explore how these Contact Center changes will affect business as usual. more >>
Archive of past Required Reading articles

Kenexa Helps Schering-Plough with Sales Force Recruiting Services
Schering-Plough has signed a three-year agreement for its Employment Process Outsourcing (EPO) services. Under the terms of this agreement, Kenexa will recruit Schering-Plough's primary care sales force, working with Schering-Plough to source, train, and manage the onboarding of new sales representatives.

Giga Scale IC Goes Live With Cerado
Giga Scale IC, a provider of electronic specification systems for integrated circuit design, has gone live on Cerado's Sales Force Information Service as the foundation of its sales force information strategy. Giga Scale IC was looking for a solution that could provide a central repository for sales tools, product information, and marketing collateral, as well as provide a web-based system for managing sales reporting, pipeline management, lead management, and contact management.