Governments face growing pressure to improve the customer experience for citizens accessing public services, according to a new Deloitte report titled One Size Fits Few: Using Customer Insight to Transform Government. Leading businesses have trained people to expect high quality, personalized services standards that citizens are now applying to government.

InstantService, Inc., a provider of chat and email management solutions, announced the availability of its communication tools for salesforce.com's AppExchange marketplace. Hundreds of enterprise companies currently use the InstantService solution to reduce support costs, increase customer satisfaction and drive sales conversions online. The integration between the InstantService and Salesforce applications provides users with efficiencies for accessing and updating customer information.

Sage Software announced its new Sage Accpac Extended Enterprise Suite consisting of Sage Accpac ERP version 5.5 with integrated CRM. The Suite combines the benefits of ERP and CRM to support integrated front and back office business processes and workflow. This improves decision making ability by providing insight into what is happening within the business, enhances collaboration between departments and facilitates improved customer relationships.

Oracle announced that Bharat Sanchar Nigam Ltd. (BSNL), India's largest public sector communications company, has selected Oracle(r) Applications, Oracle Database and Oracle Fusion Middleware to deliver enhanced customer service and manage the company's aggressive network expansion plans. With a customer base of more than 70 million subscribers, BSNL is investing in Oracle Siebel CRM to deliver a next-generation Call Detail Records (CDR)-based customer care system.

Enkata announced the results of a first annual performance management (PM) survey. The results reveal the growing adoption of contact center PM systems and that these solutions significantly increase the time and effectiveness of agent coaching. The survey, conducted by Precision Marketing Group, found that organizations leveraging PM solutions are able to improve customer satisfaction, service delivery and agent retention.

B&D Industrial, a distributor of industrial equipment to mining, manufacturing, engineering, and original equipment manufacturer (OEM) companies, has selected Infor ERP A+, a System i-based solution to automate business processes such as order management, sales and accounting.

Scottish and Southern Energy has chosen eGain SelfService. (SSE) to further develop its customer service strategy, enabling customers to resolve queries through an online portal. Once implemented, eGain will help support the organization's fast-growing customer base, further develop customer loyalty and lower overall support costs.

Strategists from some of the largest brands in the world plan to converge on San Francisco for the eMetrics Marketing Optimization Summit to learn who their customers are, who is visiting their website, how they are behaving, and how to better engage them with online marketing initiatives.

Convergys announced that it will continue to provide HR support for Avaya Inc. under a five-year contract renewal. Avaya is a global provider of business communications applications, systems, and services.

SEDONA, a provider of Customer and Member Relationship Management (CRM/MRM) solutions for the small and mid-size financial services market, announced that the Company has experienced Software as a Service (SaaS)(1) deployment model revenue growth of 38%.