M-Tech Releases Identity Management Suite
M-Tech announced the new release of its M-Tech(tm) Identity Management Suite (M-Tech IDM Suite) 3.0. This new release adds new features and products such as advanced workflow capabilities, a long-term scheduler and self-service resource provisioning. M-Tech IDM Suite allows organizations to implement user provisioning and password management in a secure manner with auditing capabilities across the enterprise. (about M-Tech)
Remedy and Apropos Form Alliance
Remedy and Apropos announced Customer Interaction Manager for Remedy, Powered by Apropos. This new offering integrates the interaction management applications of Apropos with Remedy's Customer Service and Support (CSS) solutions to deliver a customer service and support platform.
Pegasystems Launches BPM Solutions
Pegasystems announced PegaRULES Process Commander Version 4, a BPM platform with an integrated enterprise rules engine which allows non-technical business users to make real-time updates of the processes and practices that drive their organization. The company also announced Pega Customer Process Manager, a process-oriented customer service application. Pegasystems also announced Pega Quality & Exception Manager that enables large organizations to maximize operational performance and improve quality and compliance through exception management.
Knowlagent Strengthens Commitment Performance Best Practices
Knowlagent announced that it has strengthened its commitment to provide thought leadership expertise with the formation of a new team dedicated to providing agent performance best practices. Matt McConnell, Knowlagent co-founder will lead this high-profile initiative. McConnell will continue his work with technology analysts, market leaders and senior-level executives from the industry's top customer service centers to share and deploy agent performance best practices. (about Knowlagent)
Newgen launches SalesChannel Internet and AppointNet
Newgen Results Corp will unveil its latest solutions at the annual National Automobile Dealers Association (NADA) Show in Las Vegas. These new solutions, SalesChannel Internet and AppointNet, complete Newgen's virtual business development center (BDC), a suite of automotive solutions. SalesChannel manages inbound and follow-up sales calls and AppointNet allows dealers and Newgen to work together to manage inbound service appointments and shop-load scheduling.
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Required Reading |
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How Motivating and Compensating Agents Can Help Improve Your Bottom Line
This is the eight and final article in a series that seeks to guide outbound contact center managers in optimizing their soliciting activities. All outbound contact centers use a collection of practices and activities to motivate their agents in order to reduce turnover rates and increase productivity. It is important for contact center supervisors and managers to understand that motivation does not just benefit agents but can help to achieve business goals.
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Archive of past Required Reading articles |
Initiate Systems Intros SDK
Initiate Systems announced the availability of Initiate software developer kits (SDKs) giving organizations access to Initiate's software, enabling them to leverage existing enterprise applications, such
as CRM, call centers, Business Intelligence, Business Performance Management, and many others, by finding and linking the records pertaining to a person, corporation or other entity across
disparate systems and data sources.
RightNow Establishes Deliverability Management Team
RightNow announced creation of the Deliverability Management Team (DMT), a multi disciplinary group dedicated to ensuring email deliverability on behalf of its customers. RightNow also developed a six-point anti-Spam policy with a goal to provide its customers with a blueprint for ensuring successful email deliverability and preventing potential Spam abuse. (about RightNow)
Vitria Selects NetSuite
NetSuite announced that Vitria has chosen NetSuite to automate a portion of its sales and marketing operations. Crucial to the company was the need to have a system not only to handle quotes, contacts and sales orders, but also a customization technology that can link to its Oracle Financials.
Vectren Selects ViryaNet Service Hub
ViryaNet announced that Vectren Corporation has chosen ViryaNet Service Hub for Utilities to optimize the scheduling of its field service organization. Vectren intends to use ViryaNet Service Hub for Utilities to complement its existing suite of applications, and expects to improve customer satisfaction and derive significant operational efficiencies through increased automation.
FrontRange Adds to Executive Team
FrontRange announced the addition of key executives to its staff. David R. Smith has assumed the role of Vice President of Sales for the Americas. Smith joins FrontRange from 3Com Corporation, where he was Vice President North/South Americas Sales and Service. Keith Barr has joined the executive team at FrontRange Solutions as Vice President of Product Development. Barr is the former co-founder, President and CEO of Echopass Corp, a hosted call center solutions provider in Salt Lake City, Utah. (about FrontRange)
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