eLoyalty Adds Customer
eLoyalty has added its 50th customer, with a win to provide contact center support services for an insurance company. With the acquisition of Interelate and three stand-alone wins, eLoyalty has added 15 Managed services customers since the end of its second quarter. eLoyalty's Managed services provides contact center support and hosted marketing services including customer data management and direct marketing campaign management.

LiveTime Adds Multi-Domain Access To Its J2EE Support Products
LiveTime Software announced that the latest versions of LiveTime Support Desk and LiveTime Help Desk now fill the gap between multi-domain Active Directory (AD) access and J2EE support applications. LiveTime has the ability to scan across multiple domains to locate its users, enabling customer support with greater security and lower administration overhead. The user details are synchronized between LiveTime and the AD to ensure the information is up-to-date at all times.

Nuasis NuContact Center 2.0 Supports Integration To Call Center Applications
Nuasis Corporation announced the availability of NuContact Center 2.0. With this release, Nuasis capitalizes on the NuContact Center's standards-based architecture that includes SIP and Linux to support integration to core call center and enterprise software applications. The NuContact Center is software for handling customer inquiries via the phone, e-mail, web and fax.

			Required Reading
		For contact centers, going virtual is a reality    It used to take Will Burkhamer nearly two hours to get from his home in Baltimore to the Laurel, Md., contact center where he worked as a customer service rep. First, there was the hour-long bus ride, then another 45 minutes in a carpool. Now, he rolls out of bed and is on the job a half-hour later -- in his home office. Forget the commute; prep time is minimal. (SearchCRM.com) more >>
Archive of past Required Reading articles

Northrop Grumman Mission Systems With Initiate Software
Initiate Systems announced that Northrop Grumman Mission Systems licensed Initiate software as part of its LiNX project. The implementation enhances the ability of law enforcement officials in the field and investigators to increase the safety of the greater Seattle region's population by more effectively and efficiently identifying, locating and tracking criminals on-demand, including those that are potential threats to homeland security.

The Regence Group Expands Use Of Onyx
Onyx Software announced The Regence Group has successfully implemented Regence Online Services for Agents, a web portal to help their brokers and agents increase sales productivity and improve customer service. The initial roll out of Regence Online Services for Agents was deployed to pilot agencies in Washington and Oregon. Over the next several months, the Regence Plans in Oregon and Washington intend to deploy Regence Online Services to over 1,000 agents and brokers.

Telefonica Moviles Espana With SMS Customer Services Solution
Spain's Telefonica Moviles Espana is to be a first mobile operator with revolutionary SMS-based Customer Relationship Management (CRM) technology from text and voice experts Telsis. It comes after a six-month internal trial of Telsis SMS Wizard, which automatically interprets natural language questions and provides appropriate responses.

West km Improves Performance and Security in Version 2.5
Product enhancements include more efficient searches, improved print capability, Westlaw ResultsPlus integration and usage reporting. West km version 2.5 from Thomson Elite will enable users to print multiple documents from a West km result list or print the result list itself.