empolis Announces Enhanced Service Lifecycle Suite
empolis announced an enhanced version of the Service Lifecycle Suite (e:SLS), Release 2.0. empolis is a subsidiary of arvato, an international media service company, part of Bertelsmann AG. The e:SLS enables service organizations to consolidate fragmented knowledge and to retrieve relevant information from disparate data sources. The empolis Service Lifecycle Suite combines content integration, search, navigation, and classification capabilities with the power of collaborative authoring. (about empolis)
RightAnswers Showcases Next-Generation of Knowledge-Paks
RightAnswers announced that it is showcasing its next-generation version of Knowledge-Paks at the 2004 Help Desk Institute (HDI) Annual Conference & Expo. This next-generation product offers a technical support knowledge base that contains over 100,000 technical solutions covering more than 160 of the world's most popular desktop computing applications. Knowledge-Pak content is accessed directly by end-users for self-service or integrated into the customer's help desk or knowledge management solution for use by support analysts.
Invoq Systems Launches AlarmPoint BCP
Invoq Systems announced the release of its interactive alerting application AlarmPoint BCP. Invoq's AlarmPoint BCP provides a web based application which can be used to message a large population of recipients in a short amount of time while providing real time, interactive response.
RCC Consulting Offers Sales Force Management Software
RCC Consulting has announced that it has formed a partnership with Sales Force Management Software. The agreement will position RCC Consulting as the exclusive distributor for Sales Force Management Software in Canada. RCC Consulting will also provide technical support.
TELUS and BenchmarkPortal Renew Partnership
The partnership, which commenced in September of 2003, included a series of seminars on Contact Centre best practices in eight Canadian cities. The partnership has also resulted in an increase in the utilization of best-in-class performance metrics among Canadian contact centres, as well as collaboration on engagements for major Canadian clients.
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The Right Balance
Hotels are looking to take back some of the market share that online travel sites grabbed in the lean years. Later this year, if Hilton Hotels Corp.'s plan goes as expected, travelers won't see room rates posted on travel sites such as Hotels.com or Expedia lower than what Hilton advertises on its own Web site.
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Archive of past Required Reading articles |
ComponentOne and KnowledgeBroker Join Forces
ComponentOne announced a partnership with KnowledgeBroker (KBI) to offer an integrated Self-Service help desk solution. KnowledgeBroker is a provider of technical support solutions for IT Help Desks. By integrating KnowledgeBroker's technical support knowledge into Component One's Response Self-Service solution, customers of both companies can employ knowledge-based Self-Service solutions with little implementation and knowledge development effort.
Belgacom and SupportSoft Share Keys to Success
SupportSoft together with Belgacom SA will deliver a presentation at the HDI 2004 Annual Conference & Expo on how Real-Time Service Management powered by support automation is helping Belgacom and other companies automate the manual steps associated with technical support. The joint presentation will discuss how Web-based support automation solutions such as self-healing, knowledge enabled self-service and intelligent assisted service are changing how organizations can deliver support in real time. (about SupportSoft)
Westgate Resorts Selects Noble Systems
Westgate Resorts has selected the Noble Systems contact center suite for its new Las Vegas, Nevada contact center. CFI/Westgate Resorts joins other vacation ownership and resort organizations, including Interval International and Starwood Vacation Ownership, which are using NSC's solutions to manage blended inbound and outbound communications. Noble Systems has provided solutions for the resort industry for over a decade.
Communique Teams with AvantGo
Communique Laboratory announced an agreement whereby 01 Communique's I'm InTouch remote access service will be made available to subscribers of AvantGo, a free service that delivers personalized mobile websites to PDAs and smartphones. AvantGo subscribers can learn about the I'm InTouch service through a variety of promotions and can sign-up to try the company's remote computer access technology by simply clicking on a banner advertisement.
Bronto Software Adds New Clients
Bronto Software, an email management software company, kicked off 2004 by growing its customer base 46 percent in the first quarter. " New clients contributing to Bronto's growth include the U.S. Department of Agriculture Graduate School, Tekelec, The Kenan-Flagler Business School at The University of North Carolina, and the Massachusetts Public Health Association.
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