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Sage Software introduced the latest version of ACT, ACT by Sage 2007, last week. It includes ACT 9.0, ACT by Sage Premium for Workgroups 2007 9.0, ACT by Sage Premium for Web 2007 9.0 and ACT for Palm OS 2.0. Sage has also introduced more than 40 new add-on modules for the ACT by Sage 2007 9.0 contact and customer management product family What Is...
CTI Group, a provider ofonline billing, self-care and communication management applications, has released a hosted call recording product. In general,on-demand contact center applications have been proliferating over the last year. CTI Group's new product, called "SmartRecord IP," differentiates itself by targeting the specific needs of a distributed contact center operation, CTI Group Chief Technologist Sid Rao told CRM Buyer...
AOL is embracing third-party developers who would like to extend its AIM Phoneline service or build new products on the platform The Dulles, Va.-based ISP plans to introduce new APIs (application programming interfaces) to facilitate the creation of higher-end offerings for the Voice over IP (VoIP) service of its AIM instant messaging product....
It is difficult to imagine the users of social networking site Facebook becoming protective about content they post on the Internet. After all, its user base is mostly Gen Y consumers who have grown up surfing the Web and think little of posting pictures of themselves or keeping readers -- both friends and strangers -- up-to-date with just about every aspect of their lives...
Salesforce.com has unveiled its Winter 07 upgrade, which features first-time support for softphone -- that is, computer telephony integration, or CTI -- connectivity. It also includes new interactive calendar design and task management capabilities, as well as additional integration tools. Winter 07 will become available in Q4, the company said A n...
RightNow Technologies will be introducingversion 8 of its CRM suite next Monday in conjunction with thecompany's eighth annual user conference and the 2006Gartner Customer Relationship Management Summit.RightNow 8 will be available in December 2006 Representing a US$25 million, two-year investment,version 8 has a completely rearchitected userinterf...
Continuing its quest to index all of the world'sinformation online, Google has released Google NewsArchive Search, a service that offers a wide selection of previously published material, some of it dating back centuries Articles that are already offered for free elsewhere on the Web will be available at no cost through Archive Search. However, pre...
Next week at its CRM Summit, Gartner will releasestatistics suggesting that in certain implementations, the Software as a Service model is not as cost-effective -- or even effective -- as earlier projections and experiences have led some companies to believe Among the new strategic planning assumptions developed by Gartner:...
Google has announced that it will comply with a Brazilian court's order to turn over data that couldidentify users of its social networking site, Orkut, who are suspected of illegal activities such as child pornography A Brazilian judge hearing the case had threatened to levy a US$23,000 fine for each day Google refused to comply....
The supply chain management applications market grew by 3 percent to US$5.6 billion in 2005, according to a new report by AMR Research. It was the second year of growth for the sector, and it exceeded the firm's expectations of a 1 percent increase. 2006 promises to be even stronger, with AMR calling for a 7 percent increase as more and more companies refocus on SCM initiatives...
Many Americans have come to dread hearing a foreign accent when a customer service representative comes on the line, assuming that such agents will be ill-equipped to help them. In fact, asPart 1 of this two-part series notes, many would rather speak to someone blatantly rude or condescending than to a person whose English inflection differs from their own...
There is a new browser available for Internet users seeking a more private way to surf the Web -- a group that has suddenly become much larger in the wake of AOL's accidental disclosure of some members' search terms. Called Browzar, it has been launched by Ajaz Ahmed, founder of the Freeserve ISP in the United Kingdom Browzar doesn't save any cache...
Avaya has updated its flagship contact center software application, Interaction Center, with new features that make it easier for developers to build agent portals to their own specifications and needs This latest iteration of the application, version 7.1, is taking aim at a pain point that many vendors havetried, unsuccessfully, to address: the ag...
China has announced it will adopt a digital TV broadcast standard that will combine two systems developed by the Tsinghua University and Shanghai Jiaotong University The decision, made by the Standardization Administration of China following a review of the short list of submitted proposals, will be the mandatory broadcast signal for such operation...
Oracle has released PeopleSoft Enterprise Performance Management (EPM) 9, an integrated suite of analytic applications that is part of Oracle's PeopleSoft Enterprise 9 suite. New features include expanded enterprise planning and compliance management capabilities and new industry functionality in the higher education vertical Targeted at the JD Ed...
Computer hackers stole the credit card information and some personal data of approximately 19,000 customers who purchased DSL equipment via AT&T's online store. Subscribers to its service, though, were not affected The theft occurred over the weekend, AT&T said, and is currently under investigation by authorities....
A week or so after Hurricane Katrina roared out of the Gulf of Mexico and devastated huge portions of the coast, it became clear to officials at the Louisiana Department of Economic Development that they would have to rethink their long-term game plans "The mission of the LDED is to expand existing business while bringing in new investment," Lana S...
Microsoft is preparing a patch for a vulnerability in its digital rights management application that is currently being exploited by a program circulating the Web. The program, called FairUse4WM, disables the DRM protections in Windows Media Player 10 and 11 files and has been used to access music purchased through subscription services Such servic...
American consumers would rather have to deal with a rude or condescending customer service agent on the phone than one who speaks with a foreign accent, according to a survey released earlier this year The survey, which was conducted for NetReflector, a provider of customer feedback applications, seemed to indicate that the arguments against outsou...
Contact centers will dramatically increase the adoption of Voice over Internet Protocol (VoIP) technology over the next few years, the Yankee Group projects. This long-awaited development will be driven in some part by related growth in the number of home agents The VoIP adoption rate in North American contact centers will grow from approximately 1...
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