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Outbound Call CenterTMCnet Online CommunityHosted Call Center Article ArchiveSaaS Advertising Firm Marin Software Brings in an Additional $30 Million in CapitalA spokesperson said that this round of capital will go towards product development, customer support and service delivery on a global scale. Combined with previous funding rounds, Marin has now managed to gather up an estimated $80 million. While the company was rounding up more cash, they were apparently also adding some much needed heft to their board of directors. Frank van Veenendaal, who is currently the president of Worldwide Sales and Services at salesforce.com, was announced as the newest member of the board. 2/14/2012 Artesian Solutions Raises Some $3 Million from Octopus Investments Artesian Solutions has raised about $3.2 million from Octopus Investments for a new investment round in the company. The money will be used to grow the firm at a time when demand for social Customer Relationship Management (CRM) solutions is increasing globally. 2/10/2012 Global Connect Offers New Hosted Dialer Features Hosted dialing and communication services provider Global Connect has announced new capabilities its GC1 Peak Dialer, a cloud-based dialer with predictive dialer and automated voice messaging capabilities. 2/10/2012 J2 Global Announces Its Second Cloud Service Acquisition j2 Global, Inc. announced that it has acquired Landslide Technologies, Inc., a Boston-based provider of online customer relationship management solutions designed for small to mid-sized businesses. 2/8/2012 Broadsoft Chosen by CSI Technology Outfitters for Hosted Communication Services BroadSoft, Inc. recently announced that its BroadWorks voice application platform has been chosen by CSI Technology Outfitters as the base for their hosted Voice over Internet Protocol (VoIP) offering to the K-12 education market. 2/3/2012 simplyCT Launches Q1 Premise-2-Cloud Trade-in Program simplyCT recently announced that it has launched a Premise-2-Cloud trade-in program that will operate until the end of March 2012. Organizations that are looking to migrate from on-premise legacy phone systems to the cloud, can try out simplyCT's cloud based program, free of charge for the first two months. 2/3/2012 Fonolo Drops Price on Cloud-Based Call Center Queuing Solution "Our success over the past few years has allowed us to build infrastructure at the scale necessary to support this breakthrough flat rate pricing," Barger explained."We've known for a long time that many companies would love to offer virtual queuing to their customers, but have simply found the process-and the pricing-daunting." 2/2/2012 Arena Pizza Deploys Intorrent Technologies' Cloud-based Intorrent Supercell Peter Arena, owner of Kent County, Michigan's chain of Arena's Pizza restaurants, has said that he selected Intorrent Technologies' Cloud-based Intorrent Supercell to enhance the way Arena's Pizza handles inbound call volume. 2/2/2012 Linking HD Video Conferencing with 24/7 Call Centers May Save Lives One vision for utilizing video conferencing in hospitals is to connect non-English speakers with interpreters. Instead of being unable to communicate pain, medication allergies and other conditions to doctors, patients can communicate to interpreters who can then pass the information on to doctors in English over an HD connection. 2/2/2012 Vodafone Transfers B-to-B Support Jobs to Call Center Outsourcer Teleperformance Global call center outsourcing giant Teleperformance has a new client: British mobile phone services provider Vodafone. Paris-based Teleperformance now has 207 new employees: former Vodafone customer support personnel from three of Vodafone's specialist operations teams who are being transferred to Teleperformance, along with the responsibility for providing customer care to business-to-business customers formerly supported by Vodafone's Newark call center facility in the East Midlands. 1/30/2012 Aankhen Unveils SeeTrak 7.0 SaaS Platform Aankhen has announced the general availability of its SeeTrak 7.0 SaaS platform. SeeTrak provides electronic devices to physically secure doors on assets such as containers, trucks and vans. 1/26/2012 MicroAutomation's MicroMessenger Certified as Voxeo Connect Partner Application MicroAutomation announced that its MicroMessenger has become the first Voxeo Connect Certified Partner Application after going through strict evaluation and validation processes. In a release, Scott Fischer, MicroAutomation's COO, said, "MicroMessenger offers an exciting opportunity for organizations that are looking to improve their customer communications through proactive event-based contact. By leveraging Voxeo's 100 percent uptime hosted cloud, customers can quickly and affordably create, launch and scale high-value outbound applications." 1/25/2012 With Revenue and Sales Up, Voxbone Calls 2011 'Breakthrough Year' If there's one thing that Voxbone took away from 2011, it was that it was a "breakthrough year." For the first time since commencing operations in 2005, the communications company experienced demand from some of the biggest names in the global telecommunications marketplace, including iBasis, Telefonica and Skype, and achieved immense growth through sales among providers of next-generation VoIP services. 1/24/2012 Wipro Launches Cloud Based Solution to Help Customers Transform HR Processes Wipro Technologies, the global information technology, consulting and outsourcing business of Wipro Limited, has collaborated with Oracle to launch next generation Oracle Fusion Human Capital Management Solution. 1/23/2012 West Virginia Media Chooses Matrix's Web-based CRM and Sales Analytics Software Matrix Solutions, the preferred provider of sales management software to the media industry, recently announced in a press release that its web-based CRM and sales analytics software has been selected by West Virginia Media, Inc., a statewide business that operates eight television stations and a weekly statewide business and leadership publication. 1/23/2012 Why Cloud Computing is Confusing for Customers and Providers "Cloud computing" is one of those "hyped" concepts the telecom industry runs into from time to time that is confusing both for customers and service providers alike. 1/23/2012 Conn's, Inc. Picks Noble System's Hosted Technology Solution Conn's, Inc., a specialty retailer of consumer electronics, home appliances, furniture, mattresses, computers and lawn and garden products, recently picked Noble Systems Corporation's cloud-based Noble Enterprise Hosted solution to improve customer support services for their collection operations. 1/23/2012 MTC Announces Availability of Editable Grid System for Microsoft Dynamics CRM 2011 and CRM Online Recently, Management Technology Consulting (MTC), a Los Angeles, California-based Microsoft Gold Certified - Advanced Dynamics Partner, announced the availability of Editable Grid systems for Microsoft Dynamics CRM 2011 and CRM Online. 1/20/2012 Third-Party Reporting Highly Effective With Call Center Wallboards Integrating third-party reporting into call center wallboards is considered an easy and necessary task. This can enhance the ACD reporting capabilities for the contact center and add a solution for the customized integration of information on summary reports. 1/20/2012 SOPA/PIPA Threatened Viability of the Online Presence If the acronyms SOPA or PIPA meant nothing to you before this week, the blackouts of popular online sites might have brought you up to speed. Wikipedia and Reddit hosted blackouts site wide on Jan. 18 in protest of the proposed legislation in both the Senate and U.S. House of Representatives. 1/20/2012 Will Mobile Apps Lead to the Death of the Virtual Call Center? The advancements in mobile technologies suggest the useful life of the call center is limited. This assumption may be true if you consider the call center to be a room of several agents simply talking on the phone. Today's call center, however, is virtual, flexible and operating multiple channels to satisfy the customer's craving for personalized care. Is the death of the virtual call center eminent? 1/20/2012 Intelliverse Launches Hosted Cloud Communications Solutions for Contact Centers To empower exceptional customer contact experiences for companies of all sizes, Intelliverse, a cloud-based communications provider for enterprises, has launched its hosted solution for contact centers. 1/20/2012 Incutio Builds a Sales Team to Boost US Market Presence Incutio, a provider of content management, eCommerce, email marketing, search engine marketing, Internet infrastructure and enterprise sales, has recently announced two new hires. 1/19/2012 Blue Cross and Blue Shield Selects CallidusCloud's Monaco On-Demand Solution Callidus Software Inc ., a provider of sales effectiveness and cloud computing solutions, announced that Blue Cross and Blue Shield of Minnesota, a not-for-profit health company, has selected the CallidusCloud Monaco Sales Performance Management solution for its compensation and agency management systems. 1/19/2012 Altitude Software Receives Customer Interaction Solutions 2011 Product of the Year Award Altitude Software's Unified Customer Interaction suite has been honored with the Customer Interaction Solutions 2011 Product of the Year Award by TMC, a global integrated media company. 1/18/2012 Rite Aid Selects WorkPlace's Cloud-Based Workforce Management Services WorkPlace OnLine, a cloud-based schedule and attendance management service, will be used by Rite Aid in all of its stores. 1/18/2012 Readyportal Unveils New Partner Program Readyportal, an enterprise content management platform, has just launched a Partner Program, designed to bring creative and technology communities together and deliver high-value web solutions to B2B and B2C clients by leveraging partner expertise with Readyportal's unique ECMS-on-SaaS. 1/13/2012 Kunnect's New Software Grants Remote Agents CRM System Access Cost effectiveness and flexibility are currently the two most sought-after attributes in the call center industry and to keep with the current trends in the industry, Kunnect, a leading provider of cloud-based hosted telephony solutions, has come up with its WebAgent 1.0 software. 1/12/2012 Oracle Partner Network Specialized Status Achieved by CRMIT Oracle Partner Network Specialized status has been achieved by CRMIT Solutions. The company has achieved the OPN Specialized status for Oracle CRM On Demand. Already a Gold level member in OPN, CRMIT delivers CRM solutions using Software as a Service business model and Service Oriented Architecture framework. 1/12/2012 I.B.I.S. Teams with Scribe to Deploy its Online Integration Platform for CRM Online Practice Business and technology service company I.B.I.S., Inc. is teaming with Scribe to adopt the Scribe Online Integration Platform for use in its Microsoft Dynamics CRM Online practice. 1/11/2012 ZyXEL and Hitachi Speed up Deployment of On-Demand Services Interoperability between ZyXEL's broadband CPEs (customer premises equipment) and Hitachi's SuperJ OSGi-compliant application platform offers service providers a ready solution that will simplify and speed up deployment of on-demand services. 1/11/2012 LeadMaster Celebrates 14 Years in Business LeadMaster, a provider of cloud computing solutions for cloud computing CRM, sales lead management, lead tracking, marketing automation and sales force automation, has said that it is celebrating its 14th year in business. 1/11/2012 Contact Solutions Joins Hands with InfoVoter to Offer VoterLink for a Smoother Voting Experience As campaign workers get ready to push their voter base into action all over the country, many of these folks are going to depend on a brand new service that is cloud-based to help to support their efforts on the ground. InfoVoter, is one of the noted leaders across the country that deals with development of election-related technologies. 1/11/2012 Oracle ATG Lands in Leader Sector of Gartner's Magic Quadrant for E-Commerce Oracle has announced today that its Oracle ATG e-commerce solution has landed in the leader's quadrant of analyst group Gartner's Magic Quadrant for E-Commerce. The Magic Quadrant was created to position vendors within a particular market segment based on their completeness of vision and their ability to execute on that vision. 1/10/2012 U.S. Coast Guard Selects Avaya Solution for New Centralized Service Desk The United States Coast Guard has selected Avaya's unified communications (UC) and contact center solutions for its new Centralized Service Desk in St. Louis. 1/10/2012 Alpine Access to Hire 150 New Home-Based Call Center Agents Alpine Access, a contact center outsourcing company that is a leader in the home agent market, is announcing that it is seeking to hire 150 new home-based agents in the very near future. The company is seeking Spanish bi-lingual agents. 1/9/2012 TMC Honors 'TelStar Hosted Powered By Vocalcom Software' with 2011 CIS Annual Product of the Year Award TelStar Hosted Services Inc., a provider of hosted call center technology solutions including call center services, predictive dialer capabilities and automated voice messaging, has announced that the Customer Interaction Solutions (CIS) magazine published by TMC has honored its "TelStar Hosted powered by Vocalcom" solution with the 14th CIS Annual Product of the Year Award for the year 2011. 1/6/2012 Veeva Systems Signs New Integration Deal with Group DCA Veeva Systems, a company specializing in cloud-based business solutions for the global life sciences industry, revealed that its Veeva CRM is now integrated with Group DCA's digital detailing platform. 1/6/2012 Revation Systems Introduces Virtual Care Solution for Healthcare Organizations In a bid to deliver meaningful patient interactions and other communications within healthcare organizations, Revation Systems, a provider of secure collaboration, messaging and unified communication software, today announced the launch of its LinkLive Healthcare solution. 1/6/2012 Superior Staff Resources CEO Honored With New York Women's Agenda 'Galaxy Award' Superior Staff Resources, a provider of workforce and business solutions for industry verticals like call center outsourcing, announced that CEO and President, Lynne Marie Finn, was named a Galaxy Award recipient by the New York Women's Agenda (NYWA). 1/5/2012 Cloud-Based Software Start-Up Introducing New Data Replication Technology, ZoneSync Ilesfay Technology Group, an American developer and publisher of cloud based data replication software for product lifecycle management (PLM) and other distributed work-group IT systems, announced that it is expanding its reach beyond the borders and making its flagship software application, ZoneSync available in the South American markets. 1/5/2012 Hiring Demand for Employees with Cloud Skills Grows by 61 Percent If you doubted whether cloud computing is impacting the U.S. job market, the latest statistics show that in the past three months, employers have placed over 10,000 job ads that included requirements for cloud computing skills and experience. 1/5/2012 James P. Dunn, CEO of TelStar Hosted Services Inc. to Speak at ITEXPO East and Two Colocated Events in February 2012 TelStar Hosted Services, a provider of hosted call center technology and blended call center services, predictive dialler capabilities, and automated IVR voice messaging, announced that its CEO James P. Dunn, will be speaking at ITEXPO East and at the Cloud Communications Summit and Asterisk World at the Miami Beach Convention Center, Miami, Florida February 1-3, 2012. 12/20/2011 Cunningham Lindsey Turns to Cloud Technology to Streamline its Contact Center Service UK's Cunningham Lindsey has started rolling out NewVoiceMedia's cloud contact centre solution as the insurance claims management service provider is gearing up to cope with the possible upsurge in call volumes during the winter season. 12/16/2011 PerTrac Offers Cloud-based Reporting Service to Hedge Fund Administrators Offering hedge fund administrators the ability to deliver performance tear sheets to their hedge fund clients, PerTrac, has announced a new service named RaaS. 12/9/2011 Dell Cloud Business Applications Now Includes Salesforce Service Cloud Dell is currently working on expanding its Integrated CRM solution for businesses that intend to grow. This solution called Dell Cloud Business Applications will now have the Salesforce Service Cloud, one of the leading companies in customer service applications, added to it. 12/9/2011 Zurvita's ZLinked Powers Honest-1 Auto Care's Online Social Media Marketing Zurvita Holdings, a multi-channel marketing company offering turn-key solutions for high-quality consumer and business products and services, announced that "ZLinked" the company's proprietary local search advertising and search engine directory, will be powering Honest-1 Auto Care's online social media marketing initiatives. 12/9/2011 Latest Version of M5 Connect for Salesforce Released M5 Connect for Salesforce version 4.0 has been released by M5 Networks. The Google Chrome browser will be supported by the new version. The new release will also support the latest versions of Internet Explorer and Firefox. 12/9/2011 Tremendous Growth Experienced by AllClients CRM Software The number of smaller businesses adopting AllClients CRM software is increasing exponentially. A robust information marketing, email, follow-up, and CRM software system are integrated by the company's "All-In-One" Web-based client management system. The system from AllClients has been specifically designed for the non-technical business owner. 12/9/2011 Vaultas Now a Technology Partner of MyTELEPATH Minnesota based data center company Vaultas signed a technology partnership with MyTELEPATH, a provider of managed communications services. 12/7/2011 MyTELEPATH to Leverage Vaultas' Alexandria Data Center to Take Its VoIP Offering to the Next Level Vaultas, a Minnesota data center company offering vendor-neutral data centers and BCDR complexes, recently announced a technology partnership with MyTELEPATH. 12/7/2011 Fiitfu CRM Launches Affiliation Program for Its Web Based Client Management System Fiitfu CRM Solutions Inc announced the launch of its affiliation program in order to make its new Web based client management system popular. 12/6/2011 Bomgar Incorporates Intel Technology to Help Securely Resolve Issues beneath the OS Level Bomgar, the global provider of secure, enterprise remote support solutions, announced a technological alliance with Intel. Under the partnership, Bomgar seamlessly integrated the widely-adopted Intel vPro Technology into the Bomgar enterprise remote support solution. The move is intended to enhance service desk efficiency in a significant manner. Bomgar is said to have worked very closely with Intel to achieve this seamless integration. 12/5/2011 BizCloud Offers Tips to Reduce CRM Costs Bizcloud Network, a technology media company has charted new ways that can help companies bring down their Customer relationship management (CRM) costs. The company offers valuable advice on how not to pay too much for on-demand, cloud-based CRM solutions. 12/2/2011 Neustar Helps Mobile Marketers Reach Out to Customers Regardless of Carriers Mobile marketing offers great opportunities for retailers to reach out to their customers during holiday shopping. According to IBM Smarter Commerce, as of 7pm ET on Black Friday, the number of consumers using a mobile device to visit a retailer's site was holding firm at 17.4 percent. Consumers want to receive deals when they are shopping and retailers definitely want to win more than their fair share of the consumer's holiday budget. 12/2/2011 ClosetMaid Adopts Vision Chain's SaaS Solution to Enhance Sales and Category Management Vision Chain, Inc. one of the market share leaders in Demand Signal Repository (DSR) as well as predictive analytics solutions recently announced that ClosetMaid will be implementing their Private Cloud, Software as a Service (SaaS) solution. ClosetMaid is one of the leading manufacturers of home storage and organization products. 12/1/2011 Earthlink Announces New Online Customer Portal Bolton said the EarthLink Business network is the company's gateway to inventory management and accurate sales data and with the myLink portal can monitor and manage locations on the go. 11/29/2011 Interoperability with BroadSoft's BroadWorks Completed by NET Successful interoperability testing with the BroadSoft BroadWorks voice application server has been completed by Network Equipment Technologies (NET)'s VX Series. An announcement in this regard has been made by the provider of high performance networking equipment optimized for real-time communications, NET. 11/23/2011 Partnership Between WorkSpace and AltiGen to Provide Hosted Contact Center Solution for Microsoft Lync Server 2010 WorkSpace Communications, provider of Unified Communications solutions, has announced that it will partner with AltiGen Communications, Inc., provider of integrated Microsoft-based Unified Communications solutions, for the delivery of a hosted, SaaS-based contact center solution for Microsoft Lync which will allow integration and deployment options for both the WorkSpace Communications' hosted Lync solution as well as for the premise-based Microsoft Lync Server solution. Customers leveraging the new WorkSpace Contact Center offering will benefit from the combined performance advantages of the Microsoft Lync Unified Communications offering and the advanced technology capabilities of the AltiGen MaxACD platform. 11/17/2011 Telax Hosted Call Center Announces the Selection of Koray Parmaks as Speaker at The Third Call Center Summit for Financial Services Telax Hosted Call Center, a provider of cloud-based business solutions for leading public and private sector customers, has announced that Koray Parmaks, Director of Client Services at Telex Hosted Call Center, is one among a group of international speakers who has been selected to speak at the third edition of the Call Center Summit for Financial Services. 11/16/2011 BroadSoft Aids Gamma with Voice Application Platform BroadSoft, Inc officials said that they are all set to serve Gamma, one of the United Kingdom's leading telecommunications network operators, with their voice application platform. 11/14/2011 WorkSpace Communications Announces Partnership with AltiGen Communications WorkSpace Communications, a premier cloud provider of unified communications solutions, signed a partnership agreement with AltiGen Communications, Inc. to deliver a robust hosted, software-as-a service-based contact center solution for Microsoft Lync. 11/8/2011 Telstar Hosted Services Unveils New Case Study with TMCnet Hosted call center service provider Telstar Hosted Services, Inc. announced a case study conducted in association with TMCnet on how to develop a successful survey program to generate qualified sales leads. 11/7/2011 US Airways Brings Back Call Center Jobs from Overseas US Airways recently announced the addition of 400 new hires to its workforce. Through this announcement, US Airways breathed fresh oxygen in an economy where plunging unemployment rate is a serious concern. More importantly, with the new hires, the organization has been able to bring back a substantial chunk of jobs that used to be previously handled outside of the United States. 11/3/2011 Direct Response Technologies Upgrades its DirectTrack Affiliate Management Platform Direct Response Technologies a provider of global performance marketing solutions, announced that it has added an advanced commission configuration suite to its DirectTrack affiliate management platform. 10/31/2011 3Seventy Launches New Mobile CRM Platform 3Seventy, a leading mobile Customer Relationship Management company, recently launched 3Seventy Local, a mobile CRM platform that provides enterprise mobile solutions at small business prices. 3Seventy is offering a free trial of its Local product and monthly packages starting at $64.95 per month. 10/31/2011 Vordel Siebel Gateway Gives Siebel Users Secure Compliant Access to CRM Data Vordel, a provider of gateways for SOA and Cloud Computing, announced the availability of Vordel Siebel Gateway, which will enable Siebel users to get compliant access to their CRM data from mobile, desktop and Cloud applications securely. 10/28/2011 Varolii Receives Hosted Outbound Contact Center Award from Frost & Sullivan Varolii, a leader in cloud-based communication solutions which allow companies to reach and interact with both customers and employees, has achieved the 2011 North American Frost & Sullivan Award for Market Share Leadership for its work with hosted outbound contact centers. 10/26/2011 WASI Launches On-Demand Cloud Contact Center Services Worldwide Access Solutions Inc. (WASI) has launched its on-demand cloud based contact center services that provide instant scalability for organizations demanding Software-as-a-Service (SaaS) model for their call center growth. 10/25/2011 Integrating Social Media and Customer Service to Drive Bottom Line Results How do you control the value of your brand in a social media focused market? One misstep on your part can quickly turn into a digital lynch mob, seriously damaging your reputation. How do you avoid this landslide and ensure your social media efforts are working for you and not against you? 10/21/2011 Answers on Providing Next-Gen Web Self-Service Found in White Paper Quick-what's the difference between web self-service and next generation web self-service? The answer is-answers. While this sounds like a game of "who's on first," answers, or more specifically the technology that allows your organization to provide answers, are what separates next generation web self-service from traditional self-service. 10/21/2011 DSCI Announces Deployment of Approximately 20,000 Hosted Seats from BroadWorks The DSCI Corporation, provider of unified communications solutions for business, announced that it has gone ahead with deploying close to 20,000 BroadWorks supported hosted seats. The iPBX Hosted Communications Service from DSCI which is a fully featured hosted communications service is based on the BroadWorks voice application server which is provided by BroadSoft Inc., provider of residential and business Voice over IP (VoIP) applications. 10/19/2011 Sytel Announces Availability of It Dialing and IVR Components for Service Provider Customers of BroadSoft Sytel Limited, provider of IP telephony and media infrastructure software for carriers, enterprises and hosted contact center providers, has announced the availability of its dialing and IVR components for service provider clients of BroadSoft, provider of residential and business Voice over IP (VoIP) applications 10/19/2011 Software-as-a-Service Analytics and Reporting Solution Launched by Varolii Varolii Performance Insight for Financial Services has been launched by Varolii Corporation. Real-time insights on customer interactions for financial services organizations are provided by this Software-as-a-Service or SaaS technology, which is built on the Varolii Interact platform. A clear view of the manner in which interaction strategies impact customer service and collections communications is provided. 10/18/2011 Terapeak Selects eCommerce Solutions Provider Avangate to Manage SaaS Online Sales Avangate, an eCommerce solutions provider, announced that Terapeak, a provider of eCommerce market research and payment analytics, has selected Avangate as their official online vendor to help manage SaaS online sales. 10/14/2011 Medtronic to Leverage Callidus SPM Suite to Enhance Sales Performance Medtronic Sofamor Danek USA, Inc., a global developer of life saving technologies, signed an agreement with Callidus Software Inc., in order to gain a competitive advantage by maximizing sales cost efficiencies and increasing sales effectiveness. 10/13/2011 Stallergenes Selects Veeva's Cloud-based CRM Solution to Support Its Global Sales Force Stallergenes, European Biopharmaceutical Company, announced the selection of the Cloud-based CRM solution from Veeva, a provider of cloud-based CRM solution for pharmaceutical and biotech organizations, over its current on-premise systems. The company in its announcement also said that the move to the Veeva CRM solution will help in supporting its global sales force and its expanding international operations. 10/13/2011 Siemens Enterprise Communications Unveils OpenScape Cloud Contact Center in the U.K Siemens Enterprise Communications, a provider of enterprise communications, announced the launch of OpenScape Cloud Contact Center services in the U.K. 10/13/2011 ITEXPO West Video: Taking the Call Center to the Cloud with TelStar With so much talk surrounding the cloud, the reference can mean different things to different people. For TelStar Hosted Services, it is the primary delivering model for its call center solutions. 10/12/2011 Oracle Fusion CRM in the Cloud Unveiled Oracle, an integrated business software and hardware systems company, announced the release of its public cloud offering of Oracle Fusion Customer Relationship Management (CRM), Oracle Fusion CRM in the Cloud. 10/7/2011 SugarCRM Highlights the New Paradigm for Conducting Business In keeping with the spirit of change on the business horizon, SugarCRM, claiming to be the world's fastest-growing Customer Relationship Management company, has sought to address this shift in business communication by holding The Social Business Roadshow with IBM at the IBM Forum Milano on October 6, 2011. 10/7/2011 Gartner, Inc. Positions Moxie Software in 'Leaders' Quadrant for Moxie Software, Inc. a social enterprise software company recently made the announcement that Gartner, Inc. has positioned it in the "Leaders" quadrant of the 2011 "CRM Web Customer Service" report. Gartner identifies leaders among companies that "demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries." 10/7/2011 Q4 Appliance Release of VMTurbo Delivers Improved Quality of Service and Policy Control for Cloud-Based Apps VMTurbo, provider of intelligent workload management software, announced that it has introduced new capabilities in its appliance release for the fourth quarter. By extending the capabilities of the latest version of its appliance, VMTurbo has made it possible for enterprise clients and cloud service providers to ensure compliance with application quality of service (QoS) in addition to effectively improving policy control for shared infrastructures which are subject to constant upgrades and change. 10/7/2011 SaaS Customers Rethink Cloud Strategy Due to Integration Concerns SaaS applications are increasingly being used. The latest trend is moving towards hybrid architectures. Cloud-integration has therefore become a mission-critical priority for enterprises. Some SaaS customers are rethinking their cloud computing strategies due to the challenges faced during cloud integration. Prospective customers are therefore being deterred from adopting SaaS in the first place. SaaS users are seeking help of SaaS vendors to provide cloud integration solutions. 10/7/2011 ThinkTel Unveils Telax Hosted Call Center as Official Call Center Software ThinkTel Communications, a national provider of Session Initiation Protocol (SIP)-based voice, video, and data services, announced Telax Hosted Call Center, a North American provider of hosted call center software based in Toronto, Canada, will now be its official contact center solution. Telax Hosted Call Center will help businesses that require a contact center due to increasing customer calls or need to replace their existing contact center. 10/7/2011 AVAD Technologies Announces Enhancement to its Hosted Call Center Solution A leading provider of Hosted VoIP Phone Service to small and medium size businesses, AVAD Technologies, LLC has enhanced its Hosted Call Center solution. These enhancements include improved Reporting a Predictive Dialer and a new Web Portal Interface, designed particularly for call centers with higher call volumes and more complex reporting requirements. 10/7/2011 3CLogic Announces Extension of Cloud Switch Program 3CLogic, the only cloud-based call center provider on Amazon Web Services Platform, has extended the duration of its incentive based Cloud Switch program from September to December in response to the enthusiastic demand that 3CLogic received from its initial offer. Users can enjoy this broadened and extended offer and switch from current platforms to 3CLogic's Cloud Based Contact Center Service deployed on Amazon Web Services, according to company officials. 9/30/2011 MAXIMUS Call Center Recognized for Operational Efficiency and High Quality Customer Service Georgia Childcare and Parent Services (CAPS) call center of MAXIMUS has been recognized as a "Certified Center of Excellence" by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality (CCDQ). 9/30/2011 Birst 5 Releases First-of-its-kind SaaS-based BI Appliance Birst, Inc. is one of the leading providers of software-as-a-service (SaaS) and cloud business intelligence (BI). They recently announced the release of Birst 5 that brings to the industry, for the first time, a software appliance that gives enterprise-class BI competencies to customers on premise, with the speed and economy of SaaS. 9/30/2011 Global SaaS-Based ERP Software Market to Grow at a CAGR of 24.6 Percent during 2010-2014 Worldwide Software-as-a-Service (SaaS)-based enterprise resource planning (ERP) software market is expected to grow at a CAGR of 24.6 percent over the period 2010-2014. 9/26/2011 Knowledge Survey Highlights Importance of NETtime's SaaS Solution NETtime, a pioneer of SaaS time and attendance, conducted an overtime knowledge survey and released its findings. The aim was to educate business leaders about how automation of time and attendance could help business minimize labor law compliance risk and also reduce the risk of Fair Labor Standards Act (FLSA) violations. 9/22/2011 Data-Max Wireless Associates with Telcentris Telcentris Inc., a specialist in cloud communications and the creator of VoxOx and VoxOx In Business, announced that Data-Max Wireless LLC, a provider of high speed residential and business broadband services, has leveraged the company's managed wholesale VoIP enablement platform and back-end infrastructure to provide a wide range of services to customers nationwide. 9/22/2011 Customer Experience Management: The Most Misunderstood Business Concept Can you think of an industry on which major customer-facing companies spend billions of dollars yet nobody really understands that industry - and the problems the industry is supposed to solve are still rife? 9/22/2011 Relevance of Technology in Hosted Customer Care Highlighted at ITEXPO James P. Dunn, CEO of TelStar Hosted Services, Inc., used ITEXPO as a platform to discuss the factors that actually triggered hosted customer care and how technology could be used relevantly to be a key differentiator. 9/19/2011 Cassidian Communications and Mendocino County, California Renew Emergency Notification Contract Cassidian Communications, an EADS North America company, announced that its contract for hosted emergency notification services with the Mendocino County, Calif., Sheriff's Office has been renewed. Under the terms of the renewed contract, county officials will be provided with continued remote access to the hosted The Communicator! NXT and GeoCast Web solutions. The hosted service from Cassidian has been designed to establish fast multi-modal communication with emergency service providers, the local community and others working within the public safety domain. 9/19/2011 CallFire's New Feature Allows For Interactive Telephony at Your Fingertips Building phone trees, virtual receptionists or custom appointment reminders is no longer the prerogative of the tech-savvy genre, as CallFire's latest addition the "Build My IVR" feature recently added its Hosted IVR service has simplified the art of IVR designing.. The new addition was in response to customer's demands and suggestions. 9/16/2011 Greenpacket Launches its New Value Packed WiMAX Indoor Modems Allowing everyone at home to surf, stream and share multiple contents, Greenpacket, a developer of Next Generation mobile broadband and networking solutions, has unveiled two WiMAX compliant indoor modems, the DV235 and DV360. 9/16/2011 Customer Satisfaction Guaranteed with Virtual Hold Multi-channel Toolkit Clients using technologically advanced means of communication like smart phone and their applications or websites and social networking sites often have trouble actually speaking to people through these means. 9/16/2011 Sensee Selects CosmoCom Cloud-Based Contact Centre Solution Sensee, a leading UK based provider of home working strategies for the contact centre market, has selected CosmoCom, part of Enghouse Interactive and a global leader in cloud-based contact centre solutions, to power their fully outsourced and homeworking-on-demand services, and to provide an exceptional customer experience. 9/15/2011 Tata Communications Offering New Cloud-Based Contact Center Functionality As cloud-based call center platforms proliferate, they are beginning to open up a whole new world of features to small and medium-sized contact centers - or an organization with multiple distributed contact centers - that were once out of reach: either because the solutions weren't built to scale down or across multiple locations, they were too expensive, or they only came bundled with a lot of other features smaller contact center didn't need. 9/15/2011 CareCloud Uses Terremark Enterprise Cloud to Enhance its Healthcare Offerings Terremark announced that it is enabling CareCloud, a healthcare management solutions provider, to develop its business and also modernize several health care practices across the United States via the cloud. 9/15/2011 Five9 Virtual Call Center Software Wins 2011 TMC Labs Innovation Award Five9, a provider of cloud-based call center software, announced that TMC, an integrated media company, has named the company a recipient of a Customer Interaction Solutions magazine 2011 TMC Labs Innovation Award for the latest release of the Five9 Virtual Call Center. 9/14/2011 The Benefits of Hosted Contact Center Solutions: ITEXPO West Interview The cloud is one of the hottest buzzwords in technology today, and is a major focus of ITEXPO West 2011, which got started early this morning at the Austin Convention Center in Austin, Texas. 9/13/2011 Alpine Access Plans to Hire 1000 Workers Alpine Access has announced that by the end of 2011, the company plans to hire over 1,000 work-from-home employees across the nation. 9/1/2011 Alpine Access to Hire 1,000 Home-based Agents Colorado-based call center outsourcing company Alpine Access is reportedly hiring 1,000 new call center agents. And as with all Alpine Access call center agents, the new employees will work from their homes. 8/31/2011 Specialty Answering Service Modifies Its Emergency Recovery Plan to Cope with Hurricane Irene In a recent press release, the U.S. based live operator call center for small, medium, and large companies, Specialty Answering Service announced that it has been successful in dealing with Hurricane Irene that wreaked havoc through the eastern portion of the United States. 8/30/2011 Outsourcing Website Freelancer.Com Reports $100M in Freelancer Earnings The world's largest outsourcing marketplace, Freelancer.com recently announced that the site has helped generate an income as big as $100 million for its users across the globe. 8/30/2011 Desktone and NetApp Partner to Deliver High-Performance Desktops as a Service Desktone, the pioneer of Desktops as a Service (DaaS), has entered into partnership with NetApp, a provider of storage and data management solutions, to provide an efficient and flexible desktop for cloud service providers. 8/29/2011 PaperThin Announces Free SaaS, Cloud-Based CMS Giveaway Contest PaperThin Inc and Fig Leaf Software are holding a free CMS/Web design giveaway contest for two free years of PaperThin's SaaS, cloud-based Web content management solution CommonSpot Cloud. The winner will also be awarded a $10,000 Web design from Fig Leaf Software. The winner's new site will be implemented with a $10,000 professional services allowance from PaperThin. Fig Leaf Software is a top Web design and development firm. PaperThin is a top cloud-based Web content management solution provider. 8/26/2011 NASA Extends IT Support Services Contract with DB Consulting Group Space research agency NASA announced that its Glenn Research Center in Cleveland has awarded a two-year contract option to DB Consulting Group, a global consulting company, for information technology services. 8/26/2011 Blue Casa Selects Contact Telecom's Billing Data Analyzer Service According to a recent announcement made by leading cloud-based SaaS solution provider Contact Telecom LLC, bilingual residential and business phone service provider Blue Casa Telephone has selected its Billing Data Analyzer (BDA) service. A highly scalable and modular web-based SaaS solution, BDA allows Communications Service Providers to manage and process carriers' such as Blue Casa, billing, usage, and invoice data, in addition to other business-critical revenue and cost assurance analysis and reporting services. 8/26/2011 Blue Casa Telephone Selects Contact Telecom's Cloud-Based SaaS Solution Contact Telecom's Billing Data Analyzer (BDA) service has been selected by Blue Casa Telephone, a bilingual residential and business phone service provider, the company has announced. 8/26/2011 Vyatta Intros Vyatta Network OS 6.3 On-Demand Software for the Cloud Vyatta, a company that specializes in software-based networking for physical, virtual and cloud infrastructures, announced the availability of Vyatta Network OS 6.3. Vyatta offers a software-based network operating system that is portable to standard x86 hardware as well as common virtualization and cloud computing platforms. Vyatta software provides a complete enterprise-class routing and security suite that ensures flexibility, on-demand delivery and platform independence. 8/24/2011 In-Stat: Cloud Drives Small Business Telecom Spending Cloud computing services are the largest growth engines for small business telecom spending, according to a new research from In-Stat. 8/19/2011 Shaw Direct Picks Nexidia's Integrated Recording and Analytics Solution Shaw Direct, a provider of broadband cable television, Internet, home phone and other telecom services, announced that it selected integrated recording and analytics solution from Nexidia, a provider of customer interaction analytics solutions. 8/18/2011 TelStar Hosted Services Enters into an Agreement with VOCALCOM Vocalcom has named TelStar Hosted as the exclusive hosted provider of its products and services in North America, the company has announced. 8/17/2011 34 New Member Companies Join Open Standard Initiative Networkedhelpdesk.Org NetworkedHelpDesk.org, an open standard organization, focused on superior customer service announced its expansion with the joining of 34 new member companies from around the world. 8/12/2011 PerformancePAM Talent Management Offers Software as a Service Option PerformancePAM, a provider of talent management software, is providing a new deployment option for its talent management software. PerformancePAM Software as a Service (SaaS) offers all of the benefits of a custom tailored talent management software with the maintenance free nature of a hosted service. 8/11/2011 CYIOS Simplifies Remote Working Staff Management for Enterprise Mobility CYIOS has solved a critical problem faced by telework managers- simplifying the management of the remote working staff for enterprise mobility. Timothy Carnahan, CEO of CYIOS noted that they now have the largest knowledge portal in the world for the U.S. Army and leveraged it to build CYIPRO, a business transformation tool that utilizes the first project based operating system (OS). 8/9/2011 Buildium Report Issues Guidelines while Selecting SaaS Vendors Today, companies are increasingly subscribing to software-as-a-service (SaaS) solutions to meet specific business needs. Buildium, a provider of property management software, released a report titled "Avoiding a SaaS Disaster: Questions to ask when evaluating SaaS vendors." 8/9/2011 QCSS Helps Keep Jobs in America QCSS is continuing to grow even in the midst of an economic downturn. The U.S. economy is being helped by QCSS, a Call Center and Telemarketing firm based in Chicago, as it battles offshore outsourcing. Despite the call center market spreading across the world, QCSS is expanding its business ventures. 8/9/2011 Access Northeast Delivers Parthenon Cloud Services to Micronotes Access Northeast, a provider of data center and managed services in New England, announced it is offering cloud services to Micronotes, a Cambridge, MA-based digital marketing firm servicing the financial sector. 8/5/2011 Zendesk Extends Cloud-Based Help Desk to Enterprise Customers Zendesk, a provider of cloud-based help desk software, announced Zendesk Enterprise Plan, its customer support solution specifically designed for large, international, or multi-brand organizations. 8/3/2011 Call Center Integrated into BBH Solutions' Cloud Environment Cloud hosting services for the call center are being provided by BBH Solutions from their Network Operations Center or NOC. BBH Solutions continues to be at the top in providing cloud hosted voice, data, and video applications in the region. An announcement in this regard has been made by New York City provider of converged network solutions and IT managed services, BBH Solutions. 8/1/2011 PowerObjects Intros a New Microsoft Dynamics CRM Add-On Solution Provider of Microsoft Dynamics CRM solutions, PowerObjects, has launched PowerGlobalSearch, a new Microsoft Dynamics CRM add-on solution through the Microsoft Dynamics Marketplace. 7/29/2011 Vangent, Inc.: Ensuring Return on Service Improvement Efforts Contact centers, where products are intangible and each customer may have their own requirements, can struggle with applying "traditional" quality and continuous improvement tools. It may seem like a leap of faith for a service business to consider using methods like ISO 9001, Six Sigma, Lean, and Total Quality Management which have roots in manufacturing. But the transition isn't as difficult as it may appear. 7/29/2011 BBH Completes Call Center's Voice, Data Apps Integration into its Cloud Environment BBH Solutions, a New York City based provider of converged network solutions and IT managed services, has completed cut-over of a national call center's voice and data applications into its cloud environment. 7/29/2011 PC Helps Expands its Offering to Support Microsoft Office 365 for Enterprises PC Helps, a provider of 24/7, expert, end-user support for the core office software applications and mobile devices, announced that its new offerings will now support Microsoft Office 365 for enterprises. 7/29/2011 Cloud-Based Solution Launched by PaperThin to Make Marketers More Effective PaperThin, Inc., provider of the leading Web content management system CommonSpot, announced the release of a SaaS version of its award-winning Web content management system, CommonSpot Cloud. Intended to enable fast time-to-Web, CommonSpot Cloud allows marketers to swiftly produce and deploy compelling Web experiences independent of IT for high impact marketing outcome. 7/29/2011 Cycle30 Hires Wireless Industry Veteran Michael Kirk to Lead its M2M Growth A subsidiary of General Communication Inc. and a provider of hosted order-to-cash billing services Cycle30, Inc. recently appointed wireless industry veteran Michael Kirk to the position of Director, M2M Markets. 7/28/2011 SAP Partners with IBM to Offer Cloud-Based SAP CRM Rapid Deployment Solutions SAP, a provider of business management software and solutions, announced the immediate availability of SAP Customer Relationship Management (CRM) Rapid Deployment solutions over the cloud. 7/21/2011 Matrix Solutions Deploys Web-Based Media CRM and Sales Analytics at Griffin Communications Matrix Solutions, a provider of media sales management software, announced the launch of their Web-based customer relationship management (CRM) and sales analytics solution. 7/21/2011 Polk Converts Analytic Solutions as a Service Using Oracle Exadata Database Machine and Oracle Business Intelligence Foundation Polk Converts Analytic Solutions as a Service Using Oracle Exadata Database Machine and Oracle Business Intelligence Foundation 7/20/2011 APAC SaaS Applications Market to Grow at a CAGR of 41 Percent to Touch $4321 Million in 2015 The APAC software as a Service (SaaS) market is likely to grow from $390 million in 2008 to $4321 million in 2015, at an estimated CAGR of 41.0 percent, according to a report by MarketsandMarkets. 7/20/2011 NextiraOne Integrates NICE's PCI Solution into Contact Center Offerings NextiraOne, which designs, installs, maintains and supports business solutions and communications services, announced partnership with NICE Systems, a provider of global integrated digital recording and management solutions, to integrate NICE's real-time PCI solution into its customer offering for new contact centers. 7/20/2011 NextiraOne Integrates NICE's PCI Solution into Contact Center Offerings NextiraOne, which designs, installs, maintains and supports business solutions and communications services, announced a partnership with NICE Systems, a provider of global integrated digital recording and management solutions, to integrate NICE's real-time PCI solution into its customer offering for new contact centers. 7/20/2011 National Bank of Oman Enhances Call Center Operations with Altitude Software Suite Altitude Software, a provider of hosted call center solutions, announced that National Bank of Oman (NBO), the first local bank in the Sultanate of Oman, has enhanced contact center operations with Altitude Contact Center suite. 7/20/2011 Home-Based Agents File Class-Action Suit against AT&T AT&T in Northern California is in a bit of trouble with its home-based call center agents. 7/19/2011 Infrastructure as a Service Driven by Small Business Market: In-Stat The worldwide Infrastructure as a Service (IaaS) market is set to grow to roughly $4 billion by 2015, according to a survey by In-Stat. IaaS growth will primarily be driven by the small business market. Small business is likely to account for over half of the market in IaaS and software-as-a-service (SaaS). 7/18/2011 Call Center Industry Veteran Joins TelStar Hosted Services as Director of Business Development The hosted call center technology provider TelStar Hosted Services, Inc. recently announced the appointment of M. G. (Manny) Funtall to take over the charge of the company's sales team as director of Business Development. 7/18/2011 West Interactive on Contact Center Hosting As companies begin to see increased revenues, their purses are beginning to open after three years of being closed as a result of the downturn. High on this list is replacing aging outmoded inbound and outbound customer contact handling solutions i.e. IVR, ACDs and predictive or progressive dialers. Many of the applications -- and in some cases, boxes -- do not have what have become essential features such as IP enablement, chat, SMS/text and ready linkages to inbound agents on outbound calls, e-mails or texts to enable interactive automated outbound notifications. 7/18/2011 Oracle Siebel CRM Earns Place in Gartner's Magic Quadrant for Customer Service Call Centers Inclusion in Gartner Inc.'s "Magic Quadrant for Customer Service Call Centers" is something to which vendors across in this market space aspire. The reason is inclusion affirms that the vendors have met a number of Gartner's minimum criteria which potential buyers can consider when evaluating purchases. 7/15/2011 Outbound Call Center News There's been a lot of outbound call center news recently, let's round it up for you. For one thing, TMC's Madhubanti Rudra reported that the pioneer of the virtual contact center model, Alpine Access, was selected by one of the nation's largest membership organizations for people over 50 to provide nationwide support to thousands of its members. 7/15/2011 SoundBite Communications Enhances Its Hosted Predictive Dialer In order to enable companies/organizations to build trusted, lifelong and profitable relationships with their customers, SoundBite Communications, Inc., a provider of cloud-based proactive customer communications solutions, today announced enhancements to its hosted predictive dialer including session recording, session transfer and enhanced Agent Voice Portal. These enhancements will be available on SoundBite Engage platform. 7/13/2011 Newgen Software Promises More Efficient Automated Solutions Newgen Software Technologies Limited, a well known provider of Business Process Management and Enterprise Content Management solutions for financial institutions and banks, claims that its process automation solutions have been extremely successful. 7/12/2011 SunGard Expands SaaS-Based Market Connectivity to NYSE BondMatch SunGard, an IT services company, announced that it has extended its Software-as-a-Service (SaaS)-based market connectivity to NYSE BondMatch, the European Multilateral Trading Facility (MTF). 7/12/2011 Enterprise SaaS Adoption Almost Doubles in 2011: Yankee Group Survey Enterprises are moving to the cloud, according to Yankee Group's 2011 US FastView: Cloud Computing Survey. Approximately 48 percent of the respondents said remote/mobile user connectivity is driving the enterprises to deploy software as a service (SaaS). This is significant as there is a 92 percent increase over 2010. 7/11/2011 Enterprise SaaS Adoption Almost Doubles in 2011: Yankee Group Survey Enterprises are moving to the cloud, according to Yankee Group's 2011 US FastView: Cloud Computing Survey. According to the survey, cloud adoption is up across the board, with private cloud still most widely deployed (63 percent) but public cloud and managed public cloud making gains (58 percent and 51 percent, respectively). 7/11/2011 Augme Technologies Debuts AD LIFE v4.0 SaaS Interactive media marketing specialist Augme Technologies, Inc has rolled out the company's latest AD LIFE v4.0 software-as-a-service ("SaaS") mobile marketing software platform. 6/30/2011 Adactus Announces Cloud Based Claims Management Software Solution Adactus Ltd, a technology-based consulting and mobile development firm, has introduced Pulse, a cloud based claims management software solution. 6/28/2011 CenterStone Selects iWay Solutions Looking to improve the speed, accuracy, and functionality of its business-to-business (B2B) e-commerce interfaces, CenterStone Technologies has selected iWay Data Quality Center (DQC) and iWay Service Manager from iWay Software. 6/28/2011 iPerceptions 4Q Now Available iPerceptions has launched a federally-compliant version of its terms-of-service for 4Q Free, as part of the 4Q Suite survey solution for websites. The company is a web-focused Voice of Customer analytics provider. 6/28/2011 InSo Announces Free Month of Service with 12-month Contract Celebrating its 11th anniversary, InSO, a full service inbound call center, contact center and business process outsourcing services provider, recently announced a free month of service to customers that sign up for a 12 month contract. A known international call center, InSo offers various services like sales, order taking, customer service, customer retention, cross-sell, up-sell, technical support, outbound telemarketing, back office support such as virtual receptionist, data entry, survey, third party verification and many more. 6/24/2011 Amazon S3 Offers LiveTime Customers Reliable Backup Services The addition of Amazon S3 backups for disaster recovery to LiveTime's public and private cloud solutions is a welcome value-add on for the company's many SaaS customers. 6/24/2011 Customers Reveal Frustration with IVR Systems: Interactions Study Interactions Corporation, a provider of patented technology for automated voice and other interactive systems, released the findings of a study on consumer perceptions of Interactive Voice Response (IVR) Systems. 6/24/2011 Null Joins Chatter Box as Chief Operating Officer Chatter Box Call Center, a Business and Knowledge Process Outsourcing Technology / IT company, announced that Lawrence Null has joined the company as the new Chief Operating Officer. 6/23/2011 Dimension Data Shows Results of 2011 Global Contact Center Benchmarking Report Recently the contact center has gained popularity among companies as a preferred channel to communicate with their customers. Now the results of the 2011 Global Contact Center Benchmarking Report are out. The report is done by Dimension Data, a $4.7 billion global IT services and solutions provider. It is based on the data collected from 546 contact centers across 66 countries in 2010. This survey has coved the region of Africa and the Middle East, the Americas, the United Kingdom and Europe, Asia-Pacific, Australia and New Zealand. 6/23/2011 Effective Hosted Contact Center Solutions to Be Delivered In France through Umanis and Altitude Software Partnership A partnership has been agreed upon by the global leader in independent contact center solutions, Altitude Software, and the consulting and management information technology services provider, Umanis. The partnership focuses on France, providing the Altitude uCI hosted Multimedia Contact Center Solution to the country. 6/23/2011 PLATO Learning Selects BigMachines SaaS Selling Platform Replacing their existing quoting and pricing tool, PLATO chose to self-implement the BigMachines Selling Platform. Members of the PLATO team attended BigMachines Administrator Training prior to implementation, where they learned how to set up and maintain their BigMachines software platform. They were able to implement their new web-based selling solution in under three months with guidance from the BigMachines Professional Services team. 6/23/2011 LiveVox Announces LiveVox Private VoIP Cloud: Cloud-Based Switching for Multi-Site Contact Centers LiveVox, the provider of the Private VoIP Cloud and integrated contact center applications, has announced its LiveVox Private VoIP Cloud, cloud based switching for multi-site contact centers built with substantial capabilities that remove longstanding operational constraints for contact centers. 6/21/2011 Veritape and ExoIS Partner to De-Scope Contact Centers from PCI DSS In order to offer cloud hosting, datacenter outsourcing, compliance SaaS solutions and storage services, Veritape 's CallGuard plug-and-play technology will be the essential part of ExoIS' updated PeepSafe portal. 6/20/2011 VI's Cloud Hosting Solutions Launched in US Market The flagship cloud hosting product of Virtual Internet or VI will be officially launched in the US market. Conventional hosting solutions are being increasingly outsold by the recently upgraded VMware cloud servers. Reliability, cost savings, scalability, and performance are therefore delivered by VI's business-class cloud solutions. VI is a major provider of business hosting solutions in UK. 6/20/2011 Cloud9 Announces Summer'11 Release of SaaS Forecasting and Pipeline Management Solution for Salesforce CRM Customers The latest release of Cloud9 services addresses the one-of-its-kind pipeline management process and forecast challenges that the larger sales establishments face. Being a world leader in on-demand pipeline management and sales forecasting solutions, Cloud9's Summer'11 release is aimed at reducing and handling these challenges. The Cloud9 application tab in the SalesForce CRM system will now enable operation personnel in sales to pre-configure and sort pipeline and forecast views, and then share them with individual sales leaders or sales groups, sales analysts, and sales reps. 6/17/2011 US Subsidiary of Leading Japanese Pharma Company Opts for StayinFront The US subsidiary of a top Japanese pharmaceutical company has recently selected StayinFront EdgeRx platform. StayinFront, Inc., is a premier global provider of customer relationship management systems and mobile sales force effectiveness tools. Its EdgeRx platform is on-demand CRM with superior performance in the field and home office. 6/17/2011 Chula Vista uses WhosOn Live Chat to Boost Bookings Chula Vista, a privately owned resort dating back to the 1880s, has decided to install WhosOn Live Chat software to attract business travelers and conferences. 6/17/2011 Veritape and ExoIS Partner To de-scocape Contact Centers from PCI DSS In order to offer cloud hosting, datacenter outsourcing, compliance SaaS solutions and storage services, Veritape 's CallGuard plug-and-play technology will be the essential part of ExoIS' updated PeepSafe portal. 6/16/2011 Meltwater Buzz Engage Social Marketing Tool for Businesses Unveiled The Meltwater Group announced that Meltwater Buzz Engage, a new module in the Meltwater Buzz product suite, is available now. 6/16/2011 Bestoutcome Joins Hands with SugarCRM to Boost Revenue from SugarCRM Activities Bestoutcome, a provider of PM3 (project management software tool) and Programme and Project Management Company, has announced a business partnership with SugarCRM. The new partnership will help Bestoutcome generate revenue of 30% and more from SugarCRM activities. 6/16/2011 Siemens Enterprise Communications Announces OpenScape Cloud Contact Center Siemens Enterprise Communications announced the launch of OpenScape Cloud Contact Center, an innovative all-in-one enterprise grade offering that provides customers with advanced contact center capabilities through cloud. 6/16/2011 EasyOperator Helps AFS Technology Take CRM to the Cloud A new cloud-based version of EasyOperator has now hit the market. EasyOperator, the industry's leading CRM used by sales agents and brokers, is a product of one of the leading providers of software solutions to the food and beverage industry trading partners, AFS Technology, Inc. 6/14/2011 SAManage Unveils SAManage Remote Support SAManage has partnered with NTRglobalto to introduce SAManage Remote Support, an integrated remote access solution, the company has announced. The latest in a series of mobile market offerings from SAManage, SAManage Remote Support is a widely-used and well-regarded SaaS ITAM/ITSM product. While SAManage Remote Support is expected to be quickly embraced by users, SAManage's mobile solution suite is poised to bring a new dimension of power and convenience to IT asset and service management. SAManage engineers have been careful to ensure that it dovetails perfectly with the company's anywhere, any device mobile philosophy, in developing the new remote support system in partnership with NTRglobal. 6/13/2011 Five9 Improves Resiliency, Scalability of Cloud-Based Call Centers with Internap Data Center For a number of years, Five9 was growing at a rate that was faster than the on-demand call center industry as a whole. As a result, the company needed to provide reliable, geographical redundancy to support its continued expansion. The company turned to Internap to make this happen. 6/10/2011 Advanced Communications Group Deploys Q-Suite Contact Center for Asterisk Indosoft, a provider of contact center software and technology solutions for Asterisk, claimed that its Q-Suite contact center software for Asterisk has been deployed by Advanced Communications Group (ACG), an inbound and outbound call center service provider. 6/10/2011 Aegis's Joplin Contact Center Team Recovers from Tornado When disasters strike it is their impact and toll on individuals, and how they get through and recover from these horrific events that truly matter, more so than on property and businesses. Items can be replaced. People can't. 6/9/2011 InfoCision Brings the Dream of Working at Home to Elkins, West Virginia A common complaint of people in the workforce is often not related to the job they perform, but instead it is their commute to get back and forth from the job that raises their ire. It's not uncommon to hear working people say they wish they could work from home and cite a number of reasons, such as family schedules or difficulty with mobility or transportation, for having this desire. 6/8/2011 Adobe Genesis Reaches Customer Milestone Adobe Genesis has reached a key milestone after having over 1,000 customer implementations. Genesis allows for bringing data and marketing tools together in a single place to let customers "analyze and optimize campaign and conversion performance across multiple applications," according to an Adobe company statement. 6/6/2011 Virtual PBX and PrintsMadeEasy Join Forces to Ease Devastation in Joplin PrintsMadeEasy is located just outside of Joplin, Missouri and is currently surrounded by chaos due to the tornado disaster. The employees of the print company realized that it was very important for people to get reliable information, as it proved to be a major problem facing both victims and volunteers. The employees of PrintsMadeEasy wanted to contribute by setting up a support line, while also volunteering their time and efforts. 6/2/2011 Prevail Introduces Reinsurance System Hosted Solution Insurance is a key factor in the economy, and no one can deny the importance of the insurers and reinsurers who are leading financial investors and play an important role to keep the financial sector stable. 6/2/2011 iVoice Website Gets New Look and Feel The Sydney, Australia based provider of feature rich VoIP business phone solutions for small businesses, iVoice, recently unveiled its new brand identity. A new website has been launched as a part of this re-branding initiative. 5/26/2011 Lumen21 Deploy BMC Software ITSM SaaS Solution to Enhance Service Delivery Lumen21, provider of infrastructure services, managed services and application development, has enhanced its service delivery to customers by utilizing BMC Software's SaaS Remedyforce Service Desk solution. 5/23/2011 23 Percent of North American, European Firms Use SaaS A Forrester Research survey of 1,000 firms in North America and Europe recently found that 23 percent of firms use software as a service, with 11 percent of these respondents indicating that they are expanding usage. An additional eight percent planned to implement SaaS within a year's time frame. 5/20/2011 Five9/NICE Systems Unite to Deliver Cloud Workforce Optimization As the hosted contact center model becomes more and more popular, leading vendors have taken notice and are coming up with solutions to address their customers' desire to move applications off-premise so they can take advantage of the benefits offered by cloud communications and technology. 5/20/2011 Novo 1 Contact Centers: Bringing the Customer Experience Home The contact center space is always evolving and changing as companies demand more innovation and customers demand a better service experience. Whether the contact center operation is located onshore or off, the purpose is to support the initiatives of the organization. 5/18/2011 AuraPortal Debuts the Marketing Campaigns Module Using the technique of template oriented Pattern Processes, AuraPortal, a global provider of Business Process Management (BPM) has included the MC (Marketing Campaigns) Module in its Suite of Business Process Management. 5/18/2011 ShadeTree Releases of Incite2, Sales Intelligence Software for Sales & Marketing Professionals In the dynamic business environment of the 21st Century, sales software can be a critical tool to manage sales activities, sales tasks, customer management, and sale forecasting and analysis. 5/13/2011 Xtera Communications Extends Value Added Reseller to Increase Sales and Support To improve scalability and responsiveness in IP network management application, Xtera Communications' IP Networking Group, a company in network devices and providers of world class solutions for IP traffic management has extended its Value Added Reseller (VAR) program to increase sales and support of its IP network management product line in North America. 5/13/2011 Charter Business Deploys Parallels Automation to Deliver Cloud Services Parallels, a provider of solutions for hosting and cloud service enablement and desktop virtualization, announced that its Parallels Automation is going to help cost-effective broadband communications solutions provider Charter Business deliver Cloud services. 5/13/2011 LeadMaster Bolsters Lead Management Solution With Speak2Leads Voice Response Technology Speak2Leads (S2L), a provider of lead response management services, and LeadMaster have entered into an agreement for LeadMaster to incorporate Speak2Leads' lead response management service into its solution offerings. 5/13/2011 TelStar Hosted Services Announce Several Updates to its Corporate Website TelStar Hosted Services, Inc., a premier Hosted Contact Center service provider, has incorporated several new updates to its corporate website at telstarhosted.com. 5/13/2011 Hosted Business VoIP Systems Let Companies Stay Connected in Worst Case Scenarios Broadview Networks has excelled in offering affordable and flexible VoIP services to businesses of all sizes. The company offers a full range of business VoIP solutions to meet the needs of the growing business. The company's OfficeSuite provides more than 40 phone, service and Web portal features that allow users to customize the systems according to their unique needs. The hosted nature of Broadview's core catalog allows additional options to be added at any time enhancing the overall system. 5/13/2011 Redtail CRM Tool Further Empowered by Mobile Assistant Mobile Assistant, a reputed provider of professional Mobile Dictation and Voice to Text services has entered into a partnership with Redtail Technology, a provider of web-based Client Relationship Management (CRM). 5/13/2011 Webinar Discusses the End of On-Premise Call Center Software, Offers Insider Insight "It is well documented that an Internet-based lifestyle is driving customer behavior, and expectations, and that success in today's economy requires increased responsiveness to those expectations." 5/13/2011 TelStar Hosted Services Completes Equity Round, Looks to Expansion Plans TelStar Hosted Services, Inc., completed its latest equity round on April 27th. The round closed at nearly $650,000, from a mix of prior and new investors. Initially, Telstar planned to raise $500,000 but seeing the strong investor interest, it oversubscribed the offering by nearly 30 percent. The top officials from Telstar said that additional equity will be used to escalate company's plans to expand its sales and marketing initiatives. 5/12/2011 Five9 Showcases Hosted Contact Center Solutions at SuiteWorld 2011 Hosted contact centers have become the option of choice for many communication operations as they offer flexibility and low start up costs for anyone looking to break into the field. This year Five9, one of the leaders in the space, was a Silver Sponsor at NetSuite's SuiteWorld 2011 at the San Francisco Marriott Marquis Hotel in San Francisco. 5/12/2011 California Introducing 'Do Not Track' Legislation California is often on the forefront of legislation to protect consumers: the state was the first (and is still one of the only) to legislate notification by companies in case of consumer data breaches, and it was the first to launch a telemarketing "do not call" list two years in advance of the federal do-not-call legislation. Soon, it may become the first state that will give its citizens the right to stop collection of their personal information on the Internet, otherwise known as "do not track." 5/4/2011 Virtual Call Centers Experience Heightened Interest from Older Workers The official era of the "Golden Boomers" began on January 1, 2011. It is on this date that the first baby boomers turned 65 years old. The aging of the baby boomer cohort is causing significant demographic shifts in the U.S. According to U.S. Census Bureau forecasts, from 2010 to 2020 the number of people aged 65+ will grow more than 36 percent and will account for 16 percent of the nation's population. Rather than retiring to the beach or golf course, however, many of these older Americans are choosing to remain in the workforce. 5/4/2011 Envista Announces Expansion of its Map-Based SaaS Solution Envista Corporation, a provider of enterprise map-based coordination solutions for right-of-way (ROW) management via the Web, announced the launch of its new Web site, envista.com. 5/2/2011 Benefit Management Inc. Deploys Toshiba's Strata CIX Phone Systems to Improve Customer Experience Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) announced that Benefit Management Inc. has implemented its Strata CIX IP business phone systems to meet regulatory compliance requirements and improve customer service. 4/29/2011 Customer Care and Sales Force Drive Satisfaction Levels among Mobile Broadband Customers: Survey J.D. Power and Associates' "2011 U.S. Business Wireless Satisfaction Study" finds that small/ medium segment business customers with access to high-speed mobile broadband connections are more satisfied with their wireless service overall than are customers without broadband connections. 4/28/2011 Free Webinar Discusses the End of On-Premise Call Center Software Obviously these days most people who are calling your call center are living what can be fairly characterized as an "Internet-based lifestyle." And since they're customers - that's why they're calling you - they have, well, Internet-style behavior and expectations. 4/28/2011 North Star BlueScope Steel picks Esker on Demand solution to automate processing of sales orders Esker, the leader in document process automation solutions, will provide its Esker on Demand solution to North Star BlueScope Steel to automate processing of the company's sales orders. Apart from managing North Star BlueScope Steel's sales orders, the Esker on Demand solution will also help the company ensure higher staff productivity and order visibility while enabling prioritizing and electronic storage of orders for easy access - all without investing in software. 4/27/2011 RealPage Cloud boasts faster performance, lower costs Companies hosting their IT infrastructure in the RealPage Cloud can expect performance up to 10 times faster and cost savings of up to 30 percent, based on reports from RealPage, Inc. A disruptive technology, Cloud Computing is currently changing the IT landscape in almost every major industry including rental housing. 4/26/2011 Veeva Launches First iPad CRM/CLM Cloud Application Veeva Systems, the leader in cloud-based business solutions for the global life sciences industry, recently launched iRep, the industry's first iPad CRM/CLM cloud application for life sciences sales representatives. 4/26/2011 Appian Achieves 200 Percent Sales Growth in Q1 2011 The Appian Corporation, a provider of enterprise and cloud-based business process management BPM software solutions, has announced that first quarter of the present year was the best quarter in the history of the company, during which it realized a growth of over 200 percent in sales of BPM software solutions when compared to the same quarter last year. 4/25/2011 New Site to Help Keep Track of Fast Moving Cloud-based Contact Center Technologies One of the pioneers in hosted and cloud-based contact center technologies, USAN, Inc., recently unveiled a new website that has been specifically created to help enterprises keep tabs on fast-moving developments in cloud-based contact centers. 4/25/2011 vConstruct to Focus on Business Migration Tools for SaaS vConstruct is a business migration architecture company that creates, constructs and delivers web-based tools that assist companies with cloud computing. vConstruct has over 25 years of combined experience in building and deploying SaaS applications and has put its knowledge and experience into a set of business migration tools and services that are designed to be easy, repeatable and secure. 4/21/2011 InfoCision Video Celebrates Latest Company Award Any time a company is recognized for their efforts in the market or for other company initiatives, it is important to tout those awards. InfoCision is a company proud of its achievements in the marketplace, as well as its approach to employee care. In fact, the company has created such a healthy environment that it was rated one of the best places to work in the state of Ohio. 4/21/2011 Noble Systems' Customer Apex Wins UK Customer Contact Innovation Award Noble Systems, a provider of unified contact center technology solutions, and its partner Nexidia, audio search and speech analytics solutions provider, announced that Apex Credit Management, its flagship customer, received the Professional Planning Forum's Customer Contact Innovation award for Integrated Outbound. 4/21/2011 Door to Door Storage Call Center to Offer Support for Extended Hours With ever booming markets and increasing competition, companies offering consumer products and services have been adopting newer strategies and incentives to their customers for attracting them. 4/21/2011 Hosted Contact Center Services Provider TelStar Augments Corporate Website TelStar Hosted Services, Inc., a provider of Hosted Contact Center services in the cloud, announced that it has incorporated several updates and new features to its corporate website, in order to create a more interactive experience for existing clients as well as prospective clients. 4/21/2011 Cosmotec Philippines Contact Center, Adopts Ameyo Telesales Operations Ameyo, Drishti-Soft's call center software,which powers telesales operations, has been selected by Cosmotec Contact Center, a Philippines-based BPO. Located in Pasig City in the Philippines, Cosmotec's service portfolio includes voice and non-voice services. The service delivery is optimized by a fully redundant IT infrastructure that guarantees reliable and dependable services. 4/20/2011 Outbound Call Center Software Company Sytel Breaks Revenue Threshold Sytel Limited, a global supplier of IP customer contact software and solutions, has reported its year-end results for year ending March 2011. The company reports that revenue from its hosted call center solutions in the cloud now represents more than 50% of total revenues. Revenue from its hosted call center and cloud software-as-a-service installations exceeds that of premise-based installations. 4/20/2011 InsFocus Unveils New Agent Portal for Users of InsFocus BI A new agent portal for users of InsFocus BI has recently been released by Uri Taiber, founder and CEO of InsFocus Systems, Ltd., a premier developer of business intelligence software for the insurance industry. 4/19/2011 Healthcare Tech Firm Polyglot Systems Unveils SaaS Version of Its AVA Product Polyglot Systems, a provider of software-based communication solutions for health care, announced the Software-as-a-Service (SaaS) version of its AVA product designed to enhance health insurance enrollment application process for Americans who have low-literacy or limited ability to speak English. 4/19/2011 Sybase Connects its Replication Server to Sybase Aleri Streaming Platform Sybase has announced that the company has connected its Sybase Replication Server to Sybase Aleri Streaming Platform. 4/15/2011 SPM Solutions Uses PBC's Cupertino Virtual Office Space SPM Solutions, a Small Business Marketing Firm has recently inked an office lease at PBC's Cupertino virtual office space for spacious and hassle-free accommodations. 4/15/2011 Szeged Software Chooses Magic Software's uniPaaS RIA Solution Looking to upgrade its pharmaceutical logistic applications, Szeged Software, a Hungarian independent software vendor (ISV), has opted for Magic Software's uniPaaS application platform. 4/15/2011 Free Webinar Explores the Power of Hosted Contact Center Solutions Cloud computing has been a compelling business proposition for several years, yet it is only recently that companies have begun to fully embrace the opportunities in the cloud. In the contact center space especially, an increasing number of companies are migrating to hosted contact center solutions and reaping the benefits. 4/12/2011 Infonetics Research: Cloud/SaaS Market to Touch $17 Billion in 2015 The overall managed security services market, including customer premise equipment (CPE), Software-as-a-Service (SaaS), and cloud services, is expected to reach $17 billion by 2015, Infonetics Research said in its latest research report. 4/6/2011 SureQuest Releases OnDemand Dining Management Application To make hospitals more productive, competitive and profitable, SureQuest Systems, Inc., a provider of dietary software solutions for the healthcare industry, has introduced ThreeSquares OnDemand Dining Management Application. 4/6/2011 Cultural Selections Picks Davinci Virtual's London Virtual Office, Telephone Answering Services Davinci Virtual has said that an executive recruitment and business consultancy Cultural Selections is using its London Virtual Office and Telephone answering services to support their focus against providing personalized and high-caliber recruitment services targeting business start-ups and SMEs. 3/30/2011 Support for Debt Collection Drives Demand for OBD After the economic downturn in 2009, sales of new and add-on outbound dialer (OBD) systems used in debt collection activities have increased. Telemarketing and pro-active customer contact are the other top applications for OBD systems in Europe, the Middle East and Africa or EMEA. The largest market for OBD systems in EMEA is the United Kingdom. 3/25/2011 Intelbras Helps Sytel and Teclan Penetrate South America Intelligence Contact Center (ICC) is a complete inbound/outbound contact center solution driven by Sytel technology. Intelbras will now distribute ICC in South America. Intelbras is a top Brazilian manufacturer of PABX systems and both TDM and IP handsets. 3/25/2011 Ntractive Unveils Elements CRM 3.1 Ntractive, the Mac CRM Business experts and the developers of Elements CRM for the Mac and iPhone, launched version 3.1 of its Elements CRM, which is said to come with new features and bug fixes along with the release to the Mac App Store. 3/25/2011 Call Center's Antiquated Technology Blamed for Failure of Abuse Hotline The death of a 10-yer-old Florida girl and the horrific injuries sustained by her twin brother may have been prevented had the operation of the call center that is responsible for taking child abuse hotline calls been run more professionally and with more advanced technology, according to testimony from the Florida Department of Children and Families' new secretary David Wilkins. 3/25/2011 European Provider Chooses ECT for Cloud-Based Service Offerings European Computer Telecoms (ECT), a vendor of complete solutions for value-added services in the voice and multimedia domain, was the top pick for a major European network provider looking for new cloud-based contact center products. 3/24/2011 TCS Debuts Hosted Commercial Mobile Alert System Service Helping carriers to comply with the Federal Communication Commission's (FCC) Warning, Alert and Response Network Act (WARN Act), TeleCommunication Systems has introduced its hosted Commercial Mobile Alert System (CMAS) service. 3/23/2011 API Outsourcing Picked by Avendra to Outsource and Automate Invoice Processing Avendra has selected API Outsourcing, Inc. a provider of finance and accounting outsourcing services (FAO) for outsourcing and automating its invoice processing requirements. Robert Heaton, CFO of Avendra, said in a release, "After reviewing various options, we selected API not only for our own processing, but as the designated provider of outsourced accounts payable services for our clients." 3/23/2011 More U.S. Businesses Show Work Flexibility Benefitting Employees Regus, a provider of workplace solutions, conducted a survey on the availability of flexible working by companies and the value derived from associated benefits. According to the research report, 85 percent of U.S. companies now offer their staff some form of flexible working. The majority of those same companies are finding that flexible working is bringing them significant benefits, including reduced overhead expenses, improved staff productivity and work-life balance. 3/18/2011 IntelePeer Cloud Communications Boosts Real Estate Agents' Sales IntelePeer's cloud communications services have been selected by ShowingTime for its Appointment Center. An announcement in this regard has been made by IntelePeer, Inc. at the ATA Convention and Expo 2011. ShowingTime is a technology and service provider for the real estate industry. IntelePeer is a top company in the delivery of communications via cloud-based infrastructure. 3/17/2011 Vindicia and GlobalCollect Optimize Online Marketing and Payment for Digital Merchants The need for a comprehensive billing system is recognized by many online merchants today. For a very long time, Vindicia, a provider of SaaS billing solutions, has been helping these digital merchants optimize customer retention and customer acquisition. 3/17/2011 Hosted Contact Center Platform Launched by Telcentris The commercial availability of hosted contact centers from Telcentris was announced by the company at the Channel Partners Conference & Expo. Inbound and outbound call center management will be possible with this next-generation hosted solution. 3/15/2011 Telcentris Debuts New Hosted Contact Center Platform Telcentris has unveiled the company's latest Hosted Contact Center solution, specifically designed for hosted inbound and outbound call center management. 3/15/2011 Unified TelData Unveils Total Care+ Managed Services Product Portfolio Unified TelData Inc. specializing in providing intelligent solutions for world-class communications announced a new managed services product portfolio known as Total Care+. 3/15/2011 Telax Lands GSA's Federal Supply Schedule Contract Telax Hosted Call Center, a Canada based hosted call center solutions catering to North America, has recently announced that the company has been awarded the Federal Supply Schedule Contract. 3/11/2011 Tyler Technologies Offers ERP SaaS Solution to Columbia County Dallas based Tyler Technologies, a provider of end-to-end information management solutions and services for local governments, has announced that it has entered in to a seven-year software as a service (SaaS) contract in Columbia County, N.Y., for Tyler's Munis enterprise resource planning (ERP) solution. 3/11/2011 Telefonos de Mexico to Split Off Rural Operations Nothing in the communications business is quite as predictable as disputes between buyers and sellers of capacity, interconnection and termination services. Put simply, buyers think they pay too much, while sellers insist the charges are based on actual costs. The situation is no different in Mexico than in the United States or elsewhere. 3/10/2011 Home Agent Contact Center Services Provider Doubles Revenue in 4Q With the offshore outsourcing model declining in popularity and practicality, many companies with contact center services needs have been welcoming alternatives. One of them, contact centers that employ agents who work from their homes, eliminating a lot of the overhead costs and allowing them to compete with offshore centers in cost and exceed them in quality, has been raising its profile lately. And the numbers are bearing out the success of this "homeshoring" model. 3/9/2011 Century Payments Deploys Microsoft Dynamics CRM Online Century Payments, a leading electronics payments provider, has recently announced that the company has deployed Microsoft Dynamics CRM Online over Salesforce.com. In 2009 Century Payments had switched from Salesforce.com to Microsoft Dynamics CRM Online, and has saved more than $300,000 since then. This has helped to increase end-user adoption and overall company productivity, as a result of the switch. Recently, Century Payments was recognized and ranked as the 11th on the Inc. 500 Fastest-Growing Companies list. 3/4/2011 TechCFO Rolls Out SaaS Optics Solution TechCFO has unveiled the latest reporting, tracking and financial management system called, 'TechCFO SaasOptics' for recurring revenue businesses that is far superior to traditional spreadsheets. 3/4/2011 Open Source Platforms Drive Mobile Innovation: Black Duck Software Android is leading the mobile open source development platform, but Apple iOS is still in the race, according to Black Duck Software, a provider of products and services for automating the management, governance and secure use of open source software.Black Duck KnowledgeBase analyzed data from 9,000 mobile, free and open source software (FOSS) projects. 3/3/2011 AtHoc IWSAlerts Software-as-a-Service Accredited as NIST Compliant AtHoc, a dealer in providing network-centric emergency mass notification systems, has unveiled a new NIST Compliant secure public cloud offering of its emergency mass notification system. 3/3/2011 Camstar Systems' CamstarSQN Manages Quality and Compliance Camstar Systems, a provider of solutions for manufacturing execution, process planning, enterprise quality management and supply chain quality, has launched CamstarSQN, a cloud-based supplier quality network that is designed to help brand owners and component suppliers work together on quality at the source and proactively make sure that the incoming components are up to par. 3/1/2011 SaaS Professional Service Organizations Achieve Strong Growth: SPI Research Nineteen SaaS PS organizations achieved net profit of 23.1 percent in 2010 compared to eight other industry segments' average net profit of 6.6 percent, according to SPI Research's "The 2011 Professional Services Maturity Benchmark report." 2/28/2011 Dynamics CRM 2011 Integrates Seamlessly with the Microsoft Platform ERS Computer Solutions is a Microsoft Gold and Citrix Silver Partner specializing in CRM, SharePoint, Virtualization and general IT Support. It announced its Online and On-premise versions of Dynamics CRM 2011. 2/25/2011 Nuance Launches Healthcare Development Platform for the Cloud Nuance Communications, a provider of speech technology, announced that its medical speech recognition capabilities and advancements in Clinical Language Understanding (CLU) technology will be available through the Nuance Healthcare Development Platform. 2/25/2011 MessageSolution Integrates Parallels' Automation Platform MessageSolution, Inc., a provider of enterprise e-mail, file systems, and SharePoint Software as a Service (SaaS), announced its integration with Parallels' provisioning and billing system, Parallels Automation platform. 2/23/2011 Sprint Nextel, T-Mobile and U.S. Cellular Are Customer Service Champions: J.D. Power Three wireless phone service providers - Sprint Nextel, T-Mobile and U.S. Cellular - are among the 40 companies identified as Customer Service Champions, according to J.D. Power. For businesses, understanding and recognizing which industries, aside from one's own, provide the highest level of service is key to elevating customer service standards, according to J.D. Power's industry report titled "Achieving Excellence in Customer Service." 2/18/2011 Citibank Closing Contact Center, 700 Agents to Work From Home Normally, the closing of a 750-seat contact center is bad news. With Citibank's new announcement, however, the news is good for most of the agents themselves, though perhaps bad for the City of Albuquerque. Citibank has announced its intent to shut down a major Albuquerque contact center facility, but it's not eliminating most of the jobs: about 700 of the employees will continue to work as representatives for Citibank, but they will work from their homes, reports Kob.com. 2/18/2011 DGScreen SaaS Solution, a Simple Communicating Platform, Unveiled Transforming any digital screen or even the TV into a powerful communication platform may sound like fiction, but DGScreen Ltd. assures us that it isn't so. It has plans to launch its flagship DGScreen SaaS digital signage solution, capable of such a transformation, at the DSE show in Las Vegas, Feb. 23 to 24. 2/18/2011 Foundation Source Online Platform Connects Nonprofits with Private Foundations Foundation Source, a provider of support services for private foundation,s announced the launch of Foundation Source Access; a new online platform that brings together non-profits with private foundations. 2/11/2011 Telax Hosted Call Center Launches Skype integration Telax Hosted Call Center, a North America provider of hosted call center solutions, has launched Skype integration to allow the Telax Hosted Call Center platform users to route and manage incoming calls received from a Skype ID. 2/10/2011 Microsoft Dynamics CRM Online Brings Competition to Online CRM Marketplace TotallyCRM, a video blog that helps potential CRM buyers make educated choices, said that the launch of the Microsoft Dynamics CRM Online has brought competition into the online CRM marketplace. In order to manage contacts online, aales and marketing professionals have to choose from three options - NetSuite, Salesforce, and Microsoft Dynamics CRM Online. 2/7/2011 StayinFront Releases Consumer Goods Version of On-Demand CRM and Analytics Solution StayinFront, a provider of enterprise-wide customer relationship management software, mobile sales force effectiveness and on-demand CRM solutions, has released a consumer goods, industry-specific version of its on-demand CRM and analytics solution, StayinFront EdgeCG. 2/7/2011 Autobase Announces Unification With AVV And @utoRevenue Autobase, a Dominion Dealer Solutions division and the leading provider of CRM solutions for auto dealers nationwide, has announced the unification with its sister companies, AVV and @utoRevenue. The new organization, which would become the largest and most experienced provider of CRM solutions for auto dealers in the automotive industry, would be led by Bryan Anderson, the founder and general manager of Autobase, while Ed Braunbeck and Brice Englert, general managers at AVV and @utoRevenue respectively, would continue in the senior leadership roles. 2/4/2011 Host Analytics Announces Impressive Growth in SaaS CPM in 2010 Host Analytics, a provider of on-demand corporate performance management (CPM) solutions, announced a record fourth quarter with double the bookings in Q4 2010 over Q4 2009, and 56 percent growth in bookings quarter over quarter. It was the sixth consecutive record-breaking quarter for the company. In Q4 2010, Host Analytics signed new customers such as Ferrotec, Gaco Western, LumaSense, XIOLINK and The University of Washington. 2/3/2011 US Phone Selects Telastic Fully-Managed Hosted VoIP Product US Phone, a next-generation communications provider based in California and serving customers worldwide through offices in Brazil and Columbia, has announced it has selected Telastic fully-managed hosted VoIP product from Pac-West to expand service offerings. 2/3/2011 Survey Underscores Issues Involved in Adopting Open Source Tools Sonatype conducted its annual Software Development Infrastructure survey and announced its findings based on answers from over, 1,600 software developers, architects and managers across all industries, company sizes and geographic regions. According to company officials, software development organizations rely on Sonatype to deliver better software faster, while adhering to internal standards and policies. It the becomes incumbent on the company to deliver innovative solutions and also identify the issues that bother corporate software development organizations. 2/2/2011 CompanionLink Allows Sync, Backup for PC to Google CompanionLink Software , a provider of data synchronization solutions for mobile phones and CRM software and services, announces two-way sync and backup between PC and Google. 2/1/2011 FrontRange Solutions' New Saas IT Line Does Hosting Right The software-as-a-service (SaaS) aka hosting delivery model is gaining clientele as it promises low or no capital costs, reduced support expenses and greater flexibility. Yet successfully hosting especially complex applications such as IT support tools is much more than installing software onto a server and connecting it to a network that is linked to clients and their users. It requires carefully architecting the solutions for the hosted environment. 1/25/2011 Take Control of Your Company's IT Tasks Through a Managed Services Provider The prospect of handing off the tasks of an internal IT team to a managed services provider (MSP) can be daunting for any business. But with IT budgets remaining static or shrinking in today's market, while technology grows by leaps and bounds, outsourcing the way you deliver your IT services offers a great compromise and value. Handing off vital IT functions to an MSP does not mean you will lose control of an in-house process. You will actually gain greater control of that process by handling it more cost effectively and efficiently through an outsourced provider. 1/25/2011 Steton Technology Group Introduces Update for SaaS Product Steton Technology Group has released an update for Steton 360 Enterprise Edition, its popular Web-hosted, software-as-a-service product. 1/24/2011 MBS Partners with the Luxury Institute Over the last two decades, the global market for luxury brands has seen tremendous success. To drive unique consumer insights and deliver business intelligence to decision makers across the luxury market, MBS, a provider of customer database marketing solutions within the GSI Commerce and Global Marketing Services division, has done a strategic partnership with the Luxury Institute, a provider of independent primary research and consulting services to the luxury marketing sector. 1/20/2011 Fiorano Cloud Integration Platform Selected by World's First Hotel School A provider of enterprise middleware and peer-to-peer distributed systems Fiorano Software announced that Fiorano Cloud Integration platform has been successfully deployed by Swiss based Ecole hoteliere de Lausanne (EHL), the world's first hotel school. 1/20/2011 OKI Delivers CTstage 5i Call Center System to Keiwa Business Tokyo-based OKI Networks, specializing in the design and manufacturing of telecommunication products, announced the delivery of its "CTstage 5i" call center system to Keiwa Business, an outsourcer in the field of various information processing services. 1/20/2011 Cloud Services, SaaS Helping Businesses Affordably Meet Customer Service Level Goals Technology is often touted for its potential ability to help businesses do more in less time at lower costs. Nowhere is this more pertinent than in the area of customer service. 1/18/2011 Meraki Debuts Networking as a Service Pricing Program Eliminating upfront hardware costs for the users, Meraki has announced Networking as a Service, a new pay-as-you-go pricing model for cloud-managed network infrastructure products. 1/17/2011 St. Bernard Software Re-branded with Expanded Portfolio St. Bernard Software, Inc., a provider of secure content management solutions, entered a new phase of expansion that changed the name of the company to something more befitting and more representative of its expanded portfolio. 1/17/2011 Alorica Awarded for Analytics Tool and Management Service Platform Alorica Inc., a provider of outsourced customer contact management services, announced that it has been selected as winner of the 2010 Product of the Year Award for both Alorica Analytics, its proprietary, state-of-the-art analytics tool, and Helix by Alorica, its Web-based technology management service platform. 1/14/2011 SPB Software Introduces New Migration Tool Mobile software developer, SPB Software has announced the launch of its SPB Migration Tool. 1/14/2011 2010 was a Breakout Year for SaaS BI Provider Oco Enterprise-class Software-as-a-Service business intelligence (SaaS BI) solutions provider Oco has announced that it had a breakout year in 2010 including triple-digit sales growth, continued SaaS BI product innovations, and a large rise in new customers. 1/14/2011 Medallia Posts Revenue Growth of 45 Percent Year-Over-Year in 2010 Medallia, a provider of SaaS Customer Experience Management (CEM) solutions, announced record results for 2010. The company posted revenue growth of 45 percent year-over-year, the sales pipeline grew 250 percent, and the customer base grew 68 percent. 1/13/2011 NaviSite Positioned in Gartner's Magic Quadrant for Cloud Infrastructure, Web Hosting NaviSite, Inc., a provider of enterprise-class hosting, managed application, managed messaging and managed cloud services, has been positioned as a challenger in Gartner's "2010 Cloud Infrastructure as a Service and Web Hosting Magic Quadrant" report. 1/13/2011 AMI Forecasts Growth in Indian SMB SaaS Spending AMI-Partners, a specialist in IT, Internet, telecommunications and business services strategy, venture capital, and actionable market intelligence focusing on global small and medium business (SMB) enterprises, has recently published its report on "2010-2011 India SMB State of the Cloud Market Overview." 1/13/2011 HarbourVest Partners Picks Informatica Cloud Informatica Corp. has announced that independent global private equity firm HarbourVest Partners has deployed Informatica Cloud to synchronize their full range of back-office client information with its salesforce.com customer relationship management (CRM) implementation. 1/13/2011 LodgeNet, DOCOMO, Nomadix Enter Strategic Alliance Electronic e-commerce and information technologies have helped tourism companies manage organizational structure and information systems within an organization. Under a strategic partnership, LodgeNet Interactive Corporationwill market Freedom Internet, the newly released hospitality enterprise software developed by DOCOMO interTouch, along with Nomadix's full range of access gateways. 1/12/2011 2011 Remote Agent Summit Shows How to Bring Contact Centers Home The future of contact centers arguably lies at the agents' doorsteps: their homes. Home agent, i.e. telework, programs promise to deliver cost savings, greater flexibility, productivity gains and strengthened business continuity. They also enable organizations to become part of the environmental solution rather than contributing to the problem by eliminating commuting. 1/12/2011 Telecom Revolution Providing Branch Offices with Sophisticated Communication Tools For large enterprises, the manner in which they communicate internally and with their customer base has changed dramatically over the last 10 years. Companies that used to run all of their communications through TBM-based PBXs are now embracing IP- and cloud-based technologies, which lower their operating costs and provide them with more flexible and scalable solutions. 1/12/2011 Verecloud Enters into Partnership with Intalio Verecloud entered into a partnership with Intalio, the Cloud Company to deliver CRM cloud services to communication service providers (CSPs). 1/11/2011 CPM Marketing Group Launches Mobile ICRM Call Center Software Tool Kit CPM Marketing Group Inc., the market leader for healthcare customer relationship management (CRM) and strategic marketing solutions, extends its activities to mobile devices by introducing Mobile ICRM tool kit for smartphones and mobile devices. By means of the new tool kit, smartphone and mobile device apps can be connected to their CRM database and predictive models. 1/7/2011 Advanced Cloud ERP Features Released by Acumatica to SaaS Customers Acumatica is one of the global providers of Cloud ERP software. The company recently announced the Release 2.0 of its Acumatica ERP suite. This latest release from Acumatica includes new functionality and enhancements to track fixed assets, manage shipping activities, deliver integrated ecommerce, improve customer fulfillment processes and more. 1/7/2011 Talisma Showcases Higher Education CRM Software at BETT The comprehensive CRM suite for higher education, Talisma CRM will be showcased at the 2011 British Education and Training Technology or BETT show. An announcement in this regard has been made by a Campus Management Corp. company, Talisma Corporation Pvt. Ltd. BETT, the world's largest technology-in-education event will be held at Olympia, London from Jan. 12-15. 1/7/2011 Autotask and Cloud Services Depot Offer Data Services Integration Cloud Services Depot, which distributes private-label services for IT solutions resellers, is offering data integration services for managed service providers (MSPs) that use the hosted IT business management software, Autotask. 1/6/2011 Call Center Services: Magic Software's iBOLT Chosen by Shikun & Binui of Israel Magic Software Enterprises Ltd. announced that it will deploy an integration system based on its iBOLT platform for the Israel-based Shikun & Binui, a leading infrastructure and real estate company and part of the Arison Group. 1/6/2011 LeadMaster Updates Sales Lead Management CRM SaaS Solution LeadMaster CRM has unveiled a new update to its application, which allows users to sync LeadMaster and Outlook contacts bi-directionally, the company has announced. LeadMaster offers a variety of cloud-computing software solutions to its customers. 1/6/2011 Launch of SaaSTenant 2.0 Announced by LeoTechnosoft The indigenous SaaS framework, SaaSTenant 2.0 has been released by LeoTechnosoft. ISVs will be able to build SaaS business applications in months instead of years with SaaSTenant 2.0. LeoTechnosoft is Cloud Computing R&D Center for product development, IT services and infrastructure management. 1/4/2011 LBi Software Releases CaseManager4.0 With Cloud Support Using LBi's upgraded HR Desk and knowledgebase solution, CaseManager4.0, CSR's can easily enter information about employee calls, as well as efficiently track issues to completion. LBi added several new features in the latest release, which can now be hosted in the Cloud that includes Manager Dashboard, Wiki Knowledgebase, Feedback Survey, Document Cabinet and Task List. 1/4/2011 For Benefits of Premise-Based Cloud, Look to 'True Cloud' Solution Cloud computing offers a host (no pun intended) of benefits for enterprise business solutions, particularly in the contact center. Hosted applications stored on someone else's servers - either the application provider's or a third-party hosting company - mean that contact centers can use as much or as little application as they need, scaling up and down according to need, and can allow anyone in the greater contact center, from branch offices to personnel on the road to home agents, to access and use the application easily. 1/4/2011 ConnectWise Recognized as One of the Best Channel Vendors ConnectWise, a business management solution designed exclusively for IT service providers, VARs and MSPs, was selected as one of the best channel vendors by Business Solutions readers. 1/3/2011 Really Simple Systems Free Edition Gets 1,000-Plus Signups More than 1,000 users have signed up for Really Simple Systems Free Edition, announced Really Simple Systems , the largest U.K. vendor of Web-based CRM systems, in a press release. The huge figure of 1,000 sign-ups indicates the popularity of Really Simple Systems Free Edition that was launched in October this year. 12/21/2010 Homeworking Increases Productivity of Contact Centers VoIP-enabled system and broadband are helping contact centers a great deal during wintry conditions, one of those being Canterbury City Council. The contact center has been able to improve its overall productivity, at a crucial time for local authorities, by homeworking. 12/21/2010 Really Simple Systems Free Edition Has More Than 1,000 Signups According to a recent announcement made by Really Simple Systems, more than 1,000 users have signed up for Really Simple Systems Free Edition, the company's free cloud CRM offering. 12/21/2010 OSSCube's SugarCRM Training Offers Money Back Guarantee The best SugarCRM training programs will be delivered by OSSCube. The company has a strong team of experts for the training programs. Organizations will be therefore able to maximize the return on its investment in SugarCRM. An announcement in this regard has been made by the key solution provider in SugarCRM solutions, OSSCube. 12/20/2010 Property and Insurance Agents to Take to the Cloud via Hyper Desktops The Kotter Group, a provider of secure, cost-effective virtual desktop services to the insurance agencies, claimed that more independent property and casualty agents are utilizing its Hyper Desktop to take their computing to the cloud. With Hyper Desktops the agents can eliminate the IT burden while at the same time realize high application availability, data security and the flexibility to work from anywhere using an Internet-enabled device. 12/17/2010 Motive Systems Introduces Cloud-based Document-Driven CRM The availability of M-Files for Salesforce CRM for deployment on AppExchange 2 has been announced by Motive Systems. Tightly integrated with Salesforce CRM, M-Files for Salesforce CRM is a cloud-based, professional document management solution. M-Files easy document management software and the Cloud-based document management service M-Files Cloud Vault have been developed by Motive Systems. 12/16/2010 QHR EMS Division Signs New Services Contracts QHR Technologies Inc., a company in the Canadian Healthcare Information Technology sector, reported that its EMS division QHR Software (QHR) signed new services contracts valued at $900,000 from new and existing clients in addition to the $1 million in services contracts. 12/15/2010 Hosted Contact Center Infrastructure Market Report Released DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, announced the release of its 2010 - 2011 Speech Analytics Product and Market Report and its 2010 - 2011 Hosted Contact Center Infrastructure Market Report. 12/15/2010 Rapitel to Receive Integrated Contact Center Solution from Telax Hosted Call Center Rapidtel International, a full service Canadian telecom company that specializes in services for consumers and small business, has entered a partnership agreement with Telax Hosted Call Center, a cloud-based contact center solution provider based in Toronto, Canada. 12/13/2010 UniTek Canada to offer FTTH engineering and construction services on behalf of Bell Aliant NetProspex Inc. has raised $5.5 million in a Series B financing round, the business to business lead generation company, has announced. 12/10/2010 TIBCO Brings Loyalty Management Company Loyalty Lab Into Its Fold TIBCO Software, Inc., a provider of enterprise software that facilitate service-oriented architecture (SOA) and business process management (BPM), today announced that it has acquired loyalty management solutions provider Loyalty Lab, Inc., for $23 million in cash plus debt. 12/10/2010 PETCO Integrates Monetate Technology into Website Leading independent provider of testing, targeting, and personalization for websites, Monetate, announced an expansion in its customer portfolio. In a press release, this Philadelphia based company, serving several consumer websites and Internet Retailer Top 500 companies, announced that PETCO has deployed Monetate's SaaS technology platform. 12/10/2010 LiveOps Reports Satisfaction with Dreamforce 2010 Gold Sponsorship LiveOps, a gold sponsor at the recently-concluded Salesforce.com Dreamforce 2010 event, was joined by "a number of customers who shared their experiences of using LiveOps Contact Center Cloud in their own business operations to achieve better performance and efficiencies." 12/10/2010 NaviSite Releases First Quarter Fiscal Year 2011 Financial Results NaviSite, Inc., a company specializing in enterprise-class, cloud-enabled hosting, managed applications and services, released its financial results for the first quarter fiscal year 2011, which ended Oct. 31. 12/10/2010 Navajo Systems Virtual Private SaaS Finds Use in IBM's LotusLive Integrated Apps Security is the major issue, which may hinder the growth of cloud computing. In this evolving cloud computing system, large and medium enterprises are investing in data privacy and data protection. To keep away the security issues that affect customers and providers, IBM has added Navajo Systems' Virtual Private SaaS (VPS) for LotusLive cloud security solution to its LotusLive Integrated Apps list. 12/8/2010 Informatica Debuts Informatica Cloud Express Informatica launched Informatica Cloud Express, the first cloud data integration service with usage-based pricing. 12/7/2010 Faith Call Center to Upgrade Computer-Aided Telephone Interviewing Services Providing outsourcing services, Faith Call Center is planning to upgrade its computer-aided telephone interview services so as to make it more competent. As part of the upgrade, specialized training will be imparted to all related employees at regular intervals with the implementation of a multi-tier quality control and tracking system. 12/7/2010 New Web-Based CRM Solution from Strategic Sales Systems Empowers KaMin Strategic Sales Systems is a select Sage SalesLogix Partner providing technology and business consulting services that focuses on customers' CRM needs, and relationships with their customers. It plans to implement Sage SalesLogix for KaMin LLC, a manufacturer of kaolin clay. 12/7/2010 Contact Center Solutions: New Web-Based CRM Solution from Strategic Empowers KaMin LLC Strategic Sales Systems is a select Sage SalesLogix Partner providing technology and business consulting services that focuses on customers' CRM needs, and relationships with their customers. It plans to implement Sage SalesLogix for KaMin LLC, a manufacturer of kaolin clay. 12/7/2010 Kinaxis Enhances Brand Presence and Market Awareness in Japan Kinaxis appointed Richard Lord as vice president of Asia-Pacific Japan, and Toshiya Kaneko as president and representative director of Kinaxis Japan. The company is a provider of RapidResponse, the on-demand supply chain management or SCM and sales and operations planning software service. 12/3/2010 BMC Software Introduces Three New Apps on Force.com BMC Software, a provider of Business Service Management software, announced it has launched three new applications to the BMC ServiceDesk on Force.com solution. The new applications are change management, problem management and configuration management database (CMDB). 12/3/2010 Fanatical Support, Open Source and Standards Key to Cloud Computing Success In the world of cloud computing, there are a lot of very new companies vying for a successful spot in the on-demand services market. There are also some players who have been around for quite a while, successfully transitioning from traditional hosting to newer concepts. 12/3/2010 IP Telephony Pioneer Drishti-Soft Enters Strategic Partnership with Vietnam Based DQN Drishti-Soft, one of the pioneers in IP Telephony in India, entered into a strategic partnership with Dinh Quang Limited Corporation, Vietnam for a mutually beneficial marketing strategy for Ameyo, its call center software. 12/3/2010 B2B Soft, OFFWIRE Offer Unified VMI Call Center Software Solution for Wireless Dealers Specializing in business management and POS solutions for the wireless/cellular retail industry, B2B Soft entered into a strategic partnership with OFFWIRE to offer a unified Vendor Managed Inventory solution (VMI) for wireless dealers. Wireless retailers can now leverage the innovative VMI solution to remotely manage and automatically restock inventory, thus saving significant time and money. 12/3/2010 American Well Team Expands Agreement with IBM In an effort to protect patient information that is collected and exchanged as part of live Online Care consultations with healthcare providers, American Well entered into an expanded partnership with IBM. 12/2/2010 AT&T Signs Global Strategic Agreement with Omnicom AT&T, a premier communications holding company, entered into a global strategic relationship with Omnicom, a global leader in advertising and marketing communications. The partnership also includes a new contract for its products and services worth at least $57 million. 12/2/2010 Skylight Integrates Google Docs into Collaboration and Business Management Solution In a high-speed business, global firms are constantly on the lookout for technology solutions that are easy to install and implement. With this in mind, Skylight is now offering Google Docs integration for users that are already used to saving 50 to 80 percent on the IT overhead associated with business expansion. 12/2/2010 Microsoft IIS Users to Achieve Greater Visibility into Granular Configuration Information Evolven Software Inc., the company of granular configuration automation solutions, expressed their support for Microsoft IIS. Evolven will enable customers to achieve greater visibility into the granular configuration information of Microsoft IIS which can affect the availability and performance of IT environments running Microsoft IIS. 12/1/2010 Capital ID's ID Manager Released as Software as a Service Capital ID has released its ID manager suite as Software as a Service (SaaS). To support the marketing life cycle, the SaaS version of the software comprises the basic applications and is suited for companies that are looking to use this software without much customization. 11/29/2010 Call & Call Enhances Call Center Services with IBM and Wyse Offerings IBM has revealed that Call & Call, a large call center which serves clients across Italy has expanded its cloud computing initiative to reduce the organization's desktop PC operating costs by 50 percent in the past six months. Call & Call will migrate nearly 1,000 additional workstations from among five sites across Italy to a centralized location using IBM Smart Business Desktop Cloud and technology from Wyse a provider of cloud client computing. 11/22/2010 Ariba to Acquire Quadrem Ariba, Inc., a provider of collaborative business commerce solutions, will acquire Quadrem, a privately-held provider of one of the world's largest supply networks and on-demand supply management solutions. 11/19/2010 BackOffice Associates Delivers Boring Go Live Data Migration to Kraft Foods BackOffice Associates, LLC, a provider of ERP Data Migration, Data Governance and Master Data Management solutions for Oracle, SAP and other ERP vendors, has announced to have successfully enabled Boring Go Live data migrations for seventy-three of plants of Kraft Foods, a well known confectionary, food and beverage corporation based in the United States. 11/18/2010 Aspect Joins Microsoft Lync Server to 1,600+ Employees Aspect not only literally talks the talk on unified communications and collaboration (UCC) it walks the walks on the technology, whether its employees are taking their strides in its corporate offices or at their home offices, or/to from their mechanized transportation means, regardless of where in the world they are. 11/18/2010 Accenture and BMC Software Expand Relationship with Two Technology Agreements Accenture and BMC Software expanded their services delivery cooperation by signing two new technology agreements. One agreement requires the companies to jointly develop and implement BMC Business Service Management (BSM) solutions and another is for the provision of consulting and integration services to BMC's Professional Services organization. 11/18/2010 Premier Technologies to Acquire Veteran Business Development Manager Former senior sales consultant at Alcatel-Lucent, Silvio Marusic is all set to come aboard Premier Technologies as business development manager. 11/17/2010 IntraLinks Announces New Study Management Software IntraLinks, a provider of critical information exchange solutions, announced enhancements to its study management offering with the release of IntraLinks for Study Management. 11/17/2010 Astreya Partners Invests in Infrastructure Services Division Multi-national IT services provider, Astreya Partners has made significant investments in its Infrastructure Services division. The strategic move will enable the company to capitalize on long-term trends among organizations that outsource select portions of their IT infrastructure support. 11/17/2010 Five9 Offering Self-Service IVR for Inbound and Outbound Call Centers Global provider of on-demand call center software, Five9 Inc., announced a product enhancement for its Five9 Virtual Call Center Release 8 product line. In a press release, Five9 revealed that Self-Service IVR, an on-demand Interactive Voice Response (IVR) with Speech Recognition may be ordered from Five9 as a standalone product or in combination with either the Five9 Inbound Call Center or Blended (Inbound and Outbound) Call Center. 11/16/2010 Leveraging the Value of the Hosted Contact Center Model The value of the hosted (also referred to as "cloud-based" or SaaS) contact center model continues to grow, providing more and more companies, including some of the largest enterprises, with a favorable alternative to premises-based operations. Global market research firm Gartner named cloud computing one of its Top 10 Strategic Technologies for 2010, declaring the service an evolution of business no less influential than e-business. They predicted that 95 percent of companies using SaaS will expand or maintain their investments in 2010. 11/16/2010 Bunzl Distribution USA Chooses Park City Group as SaaS Customer Bunzl Distribution USA, a leading provider of outsourced products for processors, supermarkets, retailers, convenience stores and other users, has selected Park City, a Software-as-a-Service (SaaS) provider of unique supply chain solutions for retailers and their suppliers, to provide comprehensive hosted solutions. 11/12/2010 Convergys Offering Seasonal Home Agent Positions To the delight of those looking for some extra cash this upcoming holiday season, the global relationship management leader, Convergys, launched a manhunt across the country. Convergys announced that it is on the lookout for candidates from around the country to fill seasonal Home Agent positions. 11/10/2010 LiveOps on Hosted vs. On-Premises Solutions The next fiscal year begins in less than two months for many organizations, and they are figuring out how best in today's still-challenging economic climate to provide customer-retaining/attracting quality service while decreasing costs and improving the bottom line. 11/8/2010 6fusion Partners with ConnectWise 6fusion, a provider of utility billed Infrastructure as a Service (IaaS) for the channel, announced a partnership deal with IT solutions company, ConnectWise to participate in the ConnectWise Developer Network program. 11/8/2010 Sales-I Will Help Auto Aftermarket Warehouse Distributors Grow Good news for Auto aftermarket warehouse distributors and jobbers! A new service called Sales-I was unveiled at the 2010 AAPEX/SEMA Show in Las Vegas. Sales-I was a proven platform in the U.K. automotive market that is being brought to North America through a strategic agreement between WebLink Solutions Corporation and Sales-I. Through this service, Auto aftermarket warehouse distributors and jobbers will now be able to improve customer relationship management, identify new sales opportunities, monitor sales activity and improve customer service with a new cost-effective on-demand service. 11/5/2010 Illuminetic Unveils New Version of crm-now/PS CRM On-Demand System Illuminetic, a national provider of cloud-based customer relationship management (CRM) systems and related services, in association with crm-now, a developer of CRM systems for small and medium enterprises, launched the latest version of the crm-now/PS cloud-based customer relationship management (CRM) solution. 11/4/2010 Call Britannia Contract with HomeServe Creates 10,000 Call Center Jobs Call Britannia, a U.K. call center that aims to create 10,000 jobs for the unemployed, has won a contract with HomeServe, Britain's home emergency repair experts. Officials with Call Britannia said that the company's team will be supporting HomeServe's in-house team handling inbound calls from its customers. 11/4/2010 ESilicon Chooses Oracle CRM on Demand for Efficiency, Knowledge In order to improve security and data access along with new reporting and integration goals, Oracle officials said, eSilicon Corporation, an independent semiconductor Value Chain Producer (VCP), recently implemented Oracle CRM On Demand. 11/1/2010 Fractal Systems Selects KVH IaaS for SaaS Platform Fractal Systems selected KVH IaaS as its platform for "CX SaaS," a new software service for commodity futures trading businesses to be launched on Nov. 1. 10/28/2010 Planview's Go-to-Market Strategy Improved with Datalink's Help Planview selected Datalink to redesign its data storage and protection environments. An announcement in this regard has been made by the top provider of data center infrastructure and services, Datalink. The key facet of Planview's go-to-market strategy is information technology. The company's strategy has now evolved to a software-as-a-service (SaaS) model. The data center, therefore, needs to support the requirements of an on-demand, hosted computing environment. 10/27/2010 Intelligent Notification Solution to Be Demonstrated by Benbria Benbria is a provider of intelligent notification solutions and the official SMS alerts provider at BroadSoft Connections 2010, along with BroadSoft, a worldwide provider of IP-based communications services, and Polycom, one of the global leaders in unified communications. The company will be demonstrating the power of cross-media intelligent notification at BroadSoft Connections 2010. 10/25/2010 Silicon Valley, San Jose Business Journal ranked IntelePeer No. 25 In Annual List of 60 Fastest Growing Private Companies of 2010 IntelePeer Inc., a communications company, enabling carriers, service providers and enterprises to access communication services from the Cloud, was incorporated in the list of the top 60 fastest-growing private companies in the Silicon Valley area of 2010. The list has been compiled by Silicon Valley/San Jose Business Journal that ranked IntelePeer Inc. No. 25 in its annual list, known as the Fastest Growing Private Companies List. 10/21/2010 IBBS Deploys NetVantage Powered By Monolith Software Integrated Broadband Services or 'IBBS,' a provider of fully-integrated data, voice and technical support that simplify the delivery of advanced communications into the residential and commercial marketplace, has announced that it has deployed IBBS NetVantage, a comprehensive web-based network tool that is powered by the capabilities of Monolith Software. Monolith Software is a developer of network management software solutions for service provider and large enterprise networks. 10/21/2010 Ovum Ranks Varolii Hosted Customer Outreach Solutions Leader Ovum, an independent research and analysis firm rated Varolii Corporation, a provider of hosted customer communication software system, as the highest in two of the three category rankings, based on Varolii's combined strength in technology, positive customer feedback and firm financial footing. 10/21/2010 Teleperformance's New Desktop Solution Enhances Performance, Security An industry leader in outsourced CRM and contact center services, Teleperformance recently released the latest version of its Teleperformance Desktop solution, which provides the core application framework for many of Teleperformance's suite of secure communication tools. 10/21/2010 Strategic Products and Services Serves Heritage Nortel Users Platinum certified Avaya Global Connect channel partner Strategic Products and Services (SPS) is set to launch a new business division focused on heritage Nortel users. 10/21/2010 Secure-24 Supports SAP Applications with Hosting, Management Solutions Secure-24 is showcasing its capabilities at the SAP TechEd 2010 Las Vegas conference, being held through Oct. 22, at the Venetian/Palazzo Congress Center in Las Vegas. 10/21/2010 Make-A-Wish Foundation Increases Employee Availability with Mitel's Solutions Mitel, a provider of unified communications software solutions, announced that Make-a-Wish Foundation has deployed Mitel solutions to enhance communications at its national headquarters in Arizona. 10/20/2010 Equalizer OnDemand Virtual Appliance for Hosted Cloud Computing Coyote Point Systems is a reputed provider of application delivery and acceleration solutions for the small to medium enterprise. The company recently announced the availability of Equalizer OnDemand, a robust Application Delivery Controller that runs as a VMware virtual appliance. Equalizer ADCs can now be deployed as hardware or software to provide content routing, load balancing and application acceleration and control VMware to optimize application performance. 10/20/2010 DiscountASP.NET Launches SaaS Solution for Source Control and Bug Tracking Web hosting service provider DiscountASP.NET has announced TFS Basic hosting, which the company says enables NET developers save money and time using a hosted SaaS solution for source control and bug tracking, freeing up their resources to focus on developing code. 10/19/2010 Orange Austria Selects Convergys to Meet EU Mandates Orange Austria, the third largest mobile network provider in Austria, has selected the Convergys' Smart BSS Solutions to comply an EU mandated timeline, Convergys announced in a press release. 10/15/2010 Orange Leap Records Remarkable Sales Growth Dallas-based Orange Leap is known for its innovative, yet simple-to-use, software-based solutions. According to the company, its products and solutions are designed to "energize" nonprofit organizations. The company takes pride in the fact that nonprofits, big and small and with a wide range of missions and constituencies, choose Orange Leap to move their organizations forward. 10/14/2010 New Low-Cost SaaS-Based E-Procurement Solution Budget conscious businesses or small-to-medium sized businesses, which want to transit antiquated, paper-based procurement methods to low-cost, efficient e-procurement systems, can now leverage the new SaaS-based e-procurement solution, ABN Xpress Suite Fall '10 from Active Business Network. 10/14/2010 Experian QAS integrates with QAS for Oracle CRM On Demand 1.0 and Oracle CRM On Demand Experian QAS has achieved Oracle Validated Integration with QAS for Oracle CRM On Demand 1.0 and Oracle CRM On Demand, according to a recent announcement. A leading contact data management software and services provider, Experian QAS believes this integration will benefit its customers from Experian QAS's data quality tools with the Oracle CRM On Demand solution, providing increased accuracy of customer intelligence, improved communications, and more informed decision-making. 10/13/2010 NTRglobal Simplifying IT across the Campuses For today's students, life without computers, laptops, smart phones and other wireless devices is difficult to imagine. Thus one of the most important concerns of the IT managers, CIOs and other high level administrators at campuses is how to reduce the computing costs and make the IT services more cost effective! The IT administrators are thus in the constant lookout for more-efficient and more-cost-effective ways to bring computing power, applications and IT services to students, faculty members and institution staff. 10/13/2010 ORTS' OnDemand Solution with Pack&Go Option OTRS, the leading open-source service innovation suite, launched OTRS OnDemand, an easily deployed help desk solution with a Pack&Go option. Instrumental in providing help desk and ITIL V3-certified IT service management solutions, OTRS has developed this solution to help businesses retain the versatility and configurability of the standalone OTRS platform, which is used in a wide range of business scenarios, but is quick to set up and run as an SaaS solution in the cloud. 10/12/2010 eZuce Introduces EZ Partner Program and Benefits to Accelerate Access to openUC Ronco Communications & Electronics, Inc. is an integrator of communications products and services, with a strong focus on IP communications and unified technologies. 10/7/2010 Server Centre Selects CloudLinux to Enhance Customer Experience Software company CloudLinux, Inc., announced that managed hosting provider Server Centre is expecting to add CloudLinux to its dedicated server and VPS solutions. 10/7/2010 Shaw Industries Implements Informatica Cloud to Boost Sales Productivity Informatica, a provider of data integration software, announced that Shaw Industries Group, world's largest carpet manufacturer, implemented Informatica Cloud Services to help drive sales productivity across multiple lines of business. 10/7/2010 Webinar Discusses Customer Service Advantage of Faxing "Organizations moving legacy fax technologies into the cloud have realized significant cost savings while adding value by bringing fax into the business application layer," say officials of a recentWebinar devoted to the topic, finding that sales, marketing and support departments are using customer relationship management applications in the cloud "to deliver a superior customer experience." 10/7/2010 Cbeyond Enhances Customer Experience with Hosted Microsoft Exchange Cbeyond, a provider of IT and communications services to more than 53,000 small businesses, has started to provide customers with full Hosted Microsoft Exchange interoperability with devices such as the iPhone and Android smartphones. 10/6/2010 Zultys Offers Call Handling and Agent Performance Insight The latest solution from Zultys leverages about 50 call detail record (CDR) fields through an easy to use drag-and-drop report builder interface. This interface, according to Zultys, enables managers to create and output their own custom reports, which can also be generated into spreadsheets and other document formats. 10/6/2010 William Fritcher of O'Currance Teleservices Wins 'Call Center Home Runs' Contest William Fritcher, vice president of sales at O'Currance Teleservices is the proud owner of an iPad. Transera, which offers virtual call center technology on a SaaS basis, declared him as the winner of the "Call Center Home Runs" Contest that ended on Sept. 1, 2010. 10/4/2010 1&1 Internet Unveils Offers for Hosting Packages 1&1 Internet, Inc., a company that offers a complete range of web services for every need, skill level and budget, unveiled new competitive offers for its shared hosting packages and eCommerce solutions. 10/1/2010 New Discussion on the Development of SaaS: Cherwell Software Cherwell Software, Inc., a developer of Cherwell Service Management, revealed its plan to discuss new developments in SaaS, where the company's CEO, Vance Brown will be presenting on the subject together with Eveline Oehrlich, the Forrester analyst in the IT service management market. 10/1/2010 nTelos Wireless, Telespree Introduce Self-Care Functionality on Mobile Handsets nTelos Wireless launched a new on-device self-service account management capability provided by Telespree Communications. Telespree enables nTelos subscribers to access their account information directly on their handsets without calling customer care. The information can be had by using an automated voice response system and doesn't require dedicated retail assistance. 10/1/2010 Esker Strengthens R&D Team Looking to respond to the growth of its on-demand solutions offering, Esker, a provider of document process automation solutions, strengthened its Research and Development team. 10/1/2010 Early Adopters Deploy Over 60 Percent of Business Applications in the Cloud At the recent VMWorld 2010 in San Francisco, Calif., cloud computing innovators from Armada, Cloud.com, RightScale, Apigee and enStratus hosted the first Executive Advisory Council on Cloud computing. As the attendees explored and debated the key issues that are defining the future of cloud computing, the panelists concluding that early adopters are now deploying 60 to 70 percent of their business applications in the cloud. 9/30/2010 Akabis and Telax Partnership Enhances Product Portfolio In an effort to complement its portfolio of digital communication services, Akabis Inc. entered into a partnership with Telax Hosted Call center, which delivers advanced hosted call center solutions with more functionality than traditional hardware at a fraction of the cost. 9/29/2010 Saba Selects Carpathia Hosting for Compliant SaaS Solutions Saba, a provider of people systems, has selected Carpathia Hosting as a strategic cloud infrastructure partner, supporting U.S., Canadian and EMEA operations. 9/28/2010 CDC Software Reports Approx $11.3 Million 2010 3Q Application Sales Revenue CDC Software Corporation: The Customer-Driven Company, recently announced that the third quarter 2010 application sales is expected to go up to approximately $11.3 million based on current financial projections and estimates. Due to the increased license sale in the EMEA region and CDC factory products, the current estimate shows an approximate 49 percent increase in comparison to the $7.6 million sales revenue reported in the third quarter of 2009. Both license revenue and the Secured Total Contract Value (STCV) for Software-as-a-Service (SaaS) sales are used to estimate the approx figure for third quarter of 2010. 9/24/2010 eGain Adds New Midmarket Partners Resellers are the key to marketing, delivering and enabling customers' success with vendors' sophisticated, value-rich technology solutions. They are the professionals that work with buyers to assess needs, find the right products and features, do the lifting on the installs and provide that one-call-away for questions, support and for making modifications and supplying enhancements. 9/23/2010 Free Webinar Explores Value of Fax It is easy to assume that with the advent of e-mail, IM and even videoconferencing, fax technology would become obsolete. Within the business environment, however, it is still much a part of the critical communications strategy. 9/23/2010 CIBER Announces 'Ready For 2011' Assessment CIBER, Inc. recently announced "Ready for 2011," its offering to assess customers' readiness for implementing or upgrading to Microsoft's Dynamics CRM 2011. The two-week assessment provides new and existing customers with a GAP Analysis, As-Is Inventory, Migration Strategy and Findings & Recommendations, and evaluates a number of areas that are critical to determining the customer's Dynamics CRM functional and deployment needs. 9/23/2010 Telax Offers Social Media Management for Contact Centers Telax Hosted Call Center, specializing in hosted call center solutions, announced the launch of a 3.0 call center offering at the Metaswitch Forum 2010 in Orlando, FL. 9/22/2010 Xactly Selects Birst to Provide Single, Consistent View of Key Operational Data Xactly Corporation, the leader in on-demand sales performance management (SPM), has chosen Birst, a leading provider of on-demand solutions for business intelligence (BI) and analytics, to provide a single, consistent view of key operational data generated by multiple SaaS applications. This combined information from internal sales, marketing, financial, and billing applications will help Xactly employees make better, faster decisions 9/21/2010 Gryphon Network's PrivacyAdvisor Integrates with Oracle CRM On Demand Gryphon Networks, a provider of on-demand contact governance solutions, announced that its PrivacyAdvisor for Oracle CRM On Demand 3.2 solution has achieved Oracle Validated Integration with Oracle CRM On Demand Release 16. 9/21/2010 ITEXPO West Speaker: The Innovative Products of Aastra The most interesting things within the communications environment today are the different trends that emerge and the way in which they change. According to Tim Whittington, Executive vice president and general manager with Aastra USA, the most significant trend today is an increasingly mobile workforce. Whittington recently took part in a TMCnet interview with TMC CEO Rich Tehrani in anticipation of the upcoming ITEXPO West 2010 event. 9/21/2010 Infonetics Research Recent Security Survey Reveals That Businesses want Hybrid CPE/SaaS Solutions Infonetics Research has announced the release of a market research study of security buying plans of 240 U.S. and Canadian small, medium, and large organizations from a wide variety of vertical markets. This latest report is named, Threat Protection and SaaS: North American Enterprise Survey. 9/20/2010 Mission Mpower Partners with Online Tech for SOX Compliant SaaS Hosting Online Tech will be the Software-as-a-Service (SaaS) hosting partner for Mission Mpower Inc. Applications of Mission Mpower will be hosted in SAS 70 certified data centers of Online Tech. An announcement in this regard has been made by the New Jersey-based provider of administration and financial reporting software, Mission Mpower Inc. 9/16/2010 Idea2 Cloud-Based CRM Solution Available on Google Apps Marketplace Idea2, a provider of cloud-based customer relationship management or "CRM" solutions for growing businesses, announced the launch of its Web-based customer data management solution on the Google Apps Marketplace. 9/15/2010 Incontact Selected As the Winner for the 2010 TMC Labs Innovation Award inContact, a provider in the cloud-based call center market, has recently announced that its cloud based platform has been named by Technology Marketing Corporation "TMC's" Customer Interaction Solutions magazine, as the winner of this year's TMC Labs Innovation Award. 9/15/2010 RingCube Enhances its vDesk Solution and Offers Hardware-Assisted Workspace Virtualization RingCube Technologies, a provider of managed virtual workspaces announced a new desktop virtualization innovation in the RingCube vDesk solution, including the availability of the hardware-assisted workspace virtualization for enhanced performance, security and cost savings for enterprises. 9/14/2010 Presence Technology's Lucy St. Philip on Communications Trends TMC representatives recently spoke with Lucy St. Philip of Presence Technology. We discussed trends in the communications market, the growth of social media, and other IT industry developments. 9/14/2010 Internap Helps ecenta Deliver Improved Productivity to SMBs Internap Network Services Corporation , a provider of end-to-end Internet business solutions, and ecenta, a consulting firm specializing in advanced projects involving implementation of SAP solutions, announced today that Internap's Performance IP and Managed Hosting solutions will be utilized as the foundation for ecenta's new hosted contact center solution. 9/14/2010 Successful Virtual Contact Center Implementations Presented During Free Webinar Today's virtual call center technology, "allows you to manage multiple centers, tie in the best talent wherever they may be, lower costs and so much more," Webinar presenters say, adding that however, despite the obvious benefits, "operational and technical challenges can limit your success and profitability." 9/14/2010 SAP Enhances Business Students Curriculum with On-Demand Technology SAP AG in an effort to provide business studies students with a practical work experience, has announced the start of a pilot project that incorporates the SAP Business ByDesign solution into the curriculum for universities taking part in the SAP(R) University Alliances program. 9/14/2010 Internap - ecenta Joint Venture Benefits SMEs Internap Network Services Corporation, a leading provider of end-to-end Internet business solutions, and ecenta, a leading global consulting firm specializing in advanced projects involving implementation of SAP solutions have entered into a joint venture. 9/14/2010 Rainmaker Announces Availability of its Next Generation E-commerce SaaS Platform Rainmaker Systems, Inc., a global provider of e-commerce solutions and telesales services that grow revenue for clients and their channel partners, announced the general availability of its next generation e-commerce SaaS platform. 9/14/2010 DesktopDirect Enables Needham Employees get Remote Access DesktopDirect from Array Networks Inc. seems to be a hit with Needham Bank employees as usage of remote access is said to have tripled after employees found that with DesktopDirect they could access all files and applications anytime and anywhere without compromising data. 9/13/2010 On-Premise, Cloud-Based Information Systems Integrate with iWay EIM Suite iWay Software, an information builders company and a company of enterprise integration solutions, announced that CHG Healthcare Services, a provider of healthcare staffing in the U.S., is improving the accuracy and efficiency of its information systems with integration and data quality technology from iWay. 9/13/2010 Webinar Tackles Transforming Customer Feedback Into Profits As a critical customer touch point, your contact center is an ideal place to capture customer satisfaction information, Webinar presenters say. The challenge lies in making it easy for customers to provide the right level of feedback at the right time, and ensuring that feedback is acted upon on both an operational level (fixing their individual problem) and a strategic level (evaluating your business processes and determining whether changes are needed). 9/10/2010 Pharmaceutical Company Picks Veeva for CRM After a comprehensive 3-month review and selection process, the global company with approximately $2 billion in revenues chose Veeva's complete CRM suite, including VBioPharma, VInsights, and VMobile Tablet Edition. 9/9/2010 RingCube Technologies Adds BPO Expert to Team Officials with RingCube said that the company delivers vDesk - a high-performance virtual desktop solution for secure remote access in Work-At-Home computing environments. 9/9/2010 Stellar Recovery Deploys LiveVox Inc.'s Integrated IVR and On-demand Payment Lines Receivables management firm Stellar Recovery Inc. has simplified multi-site PCI compliance by deploying LiveVox Inc.'s integrated Interactive Voice Response "IVR" and on-demand payment lines. 9/7/2010 Database Solution for SaaS and PaaS Offered by Continuent The general availability of Continuent Tungsten version 1.3 has been announced by Continuent Inc. Significant improvements for customers running MySQL and PostgreSQL-based applications and solutions are offered by this solution. Continuent Tungsten solution is also well suited for SaaS and PaaS vendors running on MySQL. 9/7/2010 Ebix to Acquire A.D.A.M. Ebix, Inc., an international supplier of On-Demand software and e-commerce services to the insurance industry, has signed a merger agreement with Atlanta based A.D.A.M., Inc., a provider of health information and benefits technology solutions in the United States. 8/31/2010 Storage Fusion to Deliver Storage Resource Analysis SaaS Solution for Arrow ECS As the first distributor in U.K. which offers a Software-as-a-Service solution for storage analytics, Arrow ECS has signed a U.K. agreement with Storage Fusion for delivering its Storage Resource Analysis platform. The SRA platform is an efficient, service-based solution which allows customers in better managing their storage usage and needs. 8/31/2010 MySaveology Helps Work-At-Home Entrepreneurs Maximize Productivity and Profitability SaveologyNetwork.com, a multi-channel, performance-based marketing network, has announced an innovative approach to entrepreneurs who want to benefit from a pay-for-performance business opportunity. 8/26/2010 Appian Makes Major Enhancements to Appian BPM Suite Appian, a major player in enterprise and on-demand business process management (BPM) technology, has immediate availability of the latest release of the Appian BPM Suite. 8/25/2010 Model Metrics Unveils the First Mobile Cloud Platform for the Enterprise Allowing users to take critical business functionality with themwherever they go, Model Metrics has introduced the first mobile cloud platform for the enterprise. 8/25/2010 Grid Dynamics Teams Up with Virtual Ark So Software Vendors Can Change On-Premise Software to Software-as-a-Service in Cloud Deployments Grid Dynamics is an international authority on enterprise systems scalability and cloud enablement. Virtual Ark is a well known global managed application services provider in next-generation SaaS for ISVs. Both these companies have recently formed a partnership. With this partnership, Independent software vendors (ISVs) now have the ability to rapidly change on-premise software to software-as-a-service (SaaS) in cloud deployments. 8/24/2010 Autotask Announces 12-City International Road Show to Share Best Practices Autotask Corporation, a provider of IT hosted management, recently announced the beginning of a 12-city international "Autotask IT Service Success Tour" designed to promote best practices among IT Service Providers worldwide. 8/23/2010 Silver Networks Intros Enhanced Hosted Call Center Solution Silver Networks, a provider of call center solutions and services, has announced its latest "Hosted Call Center" suite of services for seamless integration with existing phone systems of enterprises. 8/23/2010 Noble Composer 9.2 Streamlines Agents' Desktops: Wherever They Are The easier and faster it is for agents for navigate their desktops, with less chance of foundering the more productive they will be. 8/20/2010 Really Simple's CRM API Allows Direct Integration of Web Applications CRM is the pivot around which organizations revolve in order to succeed. Managing customers, increasing base, maximizing loyalty are the tenets on which companies are built. Deploying a hosted CRM offers the flexibility and freedom to meet business needs simply, easily and in a cost-effective manner. 8/20/2010 C7 Data Centers Inc. Raises Capital to Enhance its Offerings C7 Data Centers Inc., a privately held company focused on providing high-value data center solutions, has decided to raise an additional $9 million in growth capital to fund its new expansion plans and provide high-quality inventory for customer operations. 8/18/2010 Japanese IT Solutions Consultancy Picks Verizon Business to Deliver Cloud Services Verizon Business announced that Information Services International-Dentsu or "ISID," a Japanese provider of financial, enterprise management and human resources solutions to enterprises, has selected Verizon Business for a cloud-based solution that gives the company the high-capacity computing power it needs - anytime and anywhere. 8/17/2010 Outbound Call Center Solutions Indicate a Buoyant Market With a sustained rise in requests for products on a subscription basis, more and more companies are making the transition to software as a service, and Stratogen, a reputed SaaS hosting provider has witnessed strong growth in the 2nd quarter of 2010. 8/16/2010 Agio Technology Declares the Introduction of 24/7/365 Service In-House Agio Technology is well known in the provision of managed IT services for the foremost hedge funds. The company recently announced that it has introduced its 24/7/365 Service in-house. With the launch of this service, Agio will be offering a true follow-the-sun support via its operational headquarters in Norman, Oklahoma. Also, a satellite office in Hong Kong that is dedicated to US client support is ready to come online in the fourth quarter of 2010. Both locations will be ensured with continuous availability of highly experienced engineers. These engineers possess deep technical know-how in the hedge fund space. 8/13/2010 Optaros Intros E-Commerce SaaS Solution OCentric provides functionality traditionally found in e-commerce, Web content management and community platforms all in one package so companies can implement new retail concepts that are popular today, such as group buying, private sales, deal-a-day and more. 8/12/2010 Magento Enterprise Platform to Power the OCentric SaaS Solution from Optaros Ecommerce solution provider Optaros has announced that its OCentric SaaS solution will be powered by the Magento Enterprise Platform. OCentric is unique in bundling together the simplicity of SaaS and the flexibility of open source. The benefits of OCentric come at the same cost as standard storefronts from existing ecommerce SaaS vendors. 8/11/2010 Turning a Profit with Customer Care How virtual contact centers are boosting revenue and changing expectations 8/9/2010 Cadence Aligns Workforce to Deliver on EDA360 Vision Cadence Design Systems, Inc., a provider of global electronic design innovation, has announced it will align product development to deliver on the EDA360 vision. 8/6/2010 Timetrade Systems Introduces Industry-First Appointment Cloud Solution on SaaS Platform Personal interaction with the customers can help businesses expand their client base and there is no doubt, customer appointments have been playing an important part in American business culture. No wonder, the markets for customer-driven online appointment scheduling solutions are growing worldwide. TimeTrade Systems was founded with an aim to offer customer-centric companies a reliable and scalable platform for providing instantly confirmed appointments with millions of consumers, businesspeople and others who are increasingly turning to the Web as their principal destination to learn, buy, and receive service and support for products and services. 8/6/2010 'Oracle's All Encompassing CRM Suite' Projected as a Boon for Organizations Forrester Research is a technology and market research company that provides pragmatic advice to global leaders in business and technology. With hundreds of analysts and coverage areas, it is perhaps the only company that creates forward-thinking research specifically for the organization. 8/3/2010 EvoApp Chooses Hosted Solutions' Stratus Trusted Cloud Hosted Solutions' Stratus Trusted Cloud has been selected by EvoApp, a provider of business intelligence solutions for enterprise customer service teams ranging from small and mid-sized enterprises to Fortune 100 corporations. 8/3/2010 Lingotek Unveils Version 5.0 of Collaborative Translation Platform According to company officials, this solution will help enterprises, government agencies, and other organizations perform translations rapidly, accurately and cost effectively - when compared to many other traditional solutions and translation services. 7/30/2010 Romtelecom, Telekom Malaysia Deploy Oracle Communications Order and Service Management Solutions Important offerings included as part of Oracle's rapid offer design and order delivery solution are Oracle Communications Order and Service Management, Oracle's Siebel CRM, Oracle Product Hub for Communications and Oracle Application Integration Architecture for Communications. 7/30/2010 NTRglobal Develops SaaS to Resolve Technical Issues on Remote Computers With the help of the company's remote support and system management, businesses with distributed locations can reduce costs associated with IT troubleshooting while delivering problem resolution and uptime, said company officials. 7/30/2010 M800 and Converged Solutions Offer Virtual Call Center Solution M800 Limited is a large IDD wholesaler in Hong Kong and a multichannel toll-free service provider in China. The company provides the supporting infrastructure for quality voice services to improve Converged Solutions' Call Center SaaS offering. 7/30/2010 LiveOps Proves Value of At-Home Agents in Live Telethon The telethon proved out once again the effectiveness at-home agent programs on a large and visible scale. One of the long-touted benefits of having agents in home facilities rather than in employer-subsidized bricks-and-mortar premises is the ability to ramp up and respond quickly. LiveOps received confirmation on a Wednesday for the telethon the following Monday. The call volume remained pretty consistent after about 15 minutes into the show says the firm; there were about 2,500 calls every 15 minutes. 7/30/2010 Taleo's Talent Management Solutions Understand Logistics of Talent Organization are juggling with HR processes and technologies to find a business-centric functionality on a management platform that ramps up the level of performance. However, the factor that ultimately makes a business succeed is its people and the way they adopt strategies. 7/30/2010 Davinci Virtual Constructs New North American Headquarters in Salt Lake City Davinci Virtual, a premier provider of global virtual office solutions, is looking forward to complete the construction of its new North American Headquarters by Oct. 1, 2010. 7/28/2010 Tech Support to Increase Due to Consumer Demand for Remote Services Parks Associates, an internationally recognized market research and consulting company specializing in emerging consumer technology products and services, found out that the progress of online solutions will add to the growing premium tech support industry, counting service providers and retailers. 7/27/2010 Black Box Recognized in the COPS Magic Quadrant Gartner, Inc., announced it has positioned Black Box Corporation -- a provider of voice communications, data infrastructure and product solutions -- in the Challengers quadrant of the Magic Quadrant for Communications Outsourcing and Professional Services North America. 7/22/2010 West Interactive Enhances IVR Platform with TuVox Acquisition Hosted and managed automated customer contact solutions provider, West Interactive has announced the recent acquisition of TuVox, a provider of on-demand speech and IVR solutions. TuVox is known for the creation of a unique and agile development methodology for speech applications that will produce a superior caller experience in less time and with less risk when detailed requirements are difficult to specify in advance. 7/22/2010 PeopleCube Has Acquired Several Fortune 1000 Companies as Clients PeopleCube is a provider of intelligent on-demand workplace management solutions that are widely used by enterprises to reduce their costs on real estate and travel requirements. 7/21/2010 Outsourcing Market Slow To Shine, With Brightness From Cloud Computing: TPI Report When financial circumstances are challenging organizations often turn to outsourcing to offload direct personnel, facilities and IT costs. So one would think outsourcers do well in difficult times, like today. Yet if overall demand is low, so will be the volume and value of projects and programs outsourced, and vice-versa. 7/21/2010 Home-based Arise Certified Professionals Set to Increase Rapidly Arise Virtual solutions, the world's leading provider of virtual business services, pioneered the work-at-home business model in 1997 and developed several industry firsts and key innovations. It announced that it plans to add to its network of 12,000 Arise Certified Professionals. 7/20/2010 Unilever Extends Outsourcing Contract to BT for Developing World's Most Modern Corporate Network Through a recent press release, BT announced that it has been awarded a $220 million worth of extension to its outsourcing contract with Unilever. 7/15/2010 Ariba and Hubspan Partner to Connect Companies in the Cloud By utilization Hubspan's cloud-based business integration platform, Ariba can provide companies a seamless connection to multiple ERP and other backend systems. Hubspan will enable integration and interoperability across all major ERP, Supply Chain, and CRM systems. These include SAP, Oracle, PeopleSoft, JD Edwards, Siebel, Salesforce.com, Baan, among others. 7/14/2010 Post University Selects Oracle CRM On Demand Officials with Oracle said that Post University will begin implementing Oracle CRM On Demand to improve efficiency and customer service within its admissions department, followed soon after by deployment in its financial aid, student services and registrar offices. 7/14/2010 Streamcore Ensures Greater Visibility and Performance Control for Cloud Service Providers Streamcore solutions enable IaaS and SaaS providers to offer new personalized visibility, monitoring and performance control services so that customers can access data centers located in the cloud. 7/13/2010 Altico Advisors Unveils Microsoft Dynamics User Group on LinkedIn Altico Advisors, a provider of business, financial, and customer management software solutions for mid-sized companies, has launched a Microsoft Dynamics User Group on LinkedIn where Dynamics GP (Great Plains) and CRM users can interface, share information, and exchange ideas. The User Group is open by invitation or by request. 7/1/2010 BRM Systems to Launch Cloud-Based Billing and CRM Software BRM Systems announced an innovative cloud-based software application that gives companies a new way of managing their billing and Customer Relationship Management (CRM) needs. Built on the technology and engineering running the largest players in the industry, it is the first of its kind to help companies of all sizes understand exactly where they stand in terms of revenue growth, receivables aging, credit and collection performance, and much more from anywhere, on-demand. 7/1/2010 ViVOconcepts Introduces ViVOxm, the First Multi-Tenant SaaS Product ViVOconcepts, the major player of Web 2.0 SaaS applications & IT Services has released its 3G Portal Solution, called as ViVOxm, the first Multi-tenant SaaS product. 6/30/2010 New Sepaton Solution Protects Data In the Cloud Secure multi-tenancy based on Sepaton's Storage Pool technology and DeltaStor deduplication it says enables cloud providers and enterprises with private cloud infrastructures to cost effectively protect data for multiple customers or business units on a single Sepaton S2100-ES2 data protection appliance. 6/29/2010 Teleperformance Announces Fraud Risk Assessment Solution Teleperformance, a provider of outsourced CRM and contact center services, has introduced its Teleperformance Fraud Risk Assessment Solution. 6/29/2010 TenderTidings.Com Gets New Owner It becomes easier to strike a balance between your home and career, when you know that your kid, your elderly parent, or your pet is safe back home. And Tender Tidings, Inc., a Texas- and Connecticut-based secure visual communications company, has been helping a number of its customers build a connection between work and home life with the help of its high-level camera equipment, installation customer support and innovative and secure web camera solutions through an advanced network. 6/28/2010 MacroSolve's ClubInsight Mobile App Secures 5 New Contracts The recently launched product from MacroSolve - called ClubInsight -- has secured five new contracts, the company has stated in a press release. 6/28/2010 CloudApps Accelerates the Market Shift to Cloud 2.0 CloudApps, a provider of enterprise solutions helping companies reduce operating costs, comply with global climate change reporting requirements and engage with their key stakeholders to enhance brand and realize value from their carbon asset, has unveiled CloudApps Carbon Summer '10 edition on saleforce.com's ChatterExchange. 6/23/2010 NaviSite Achieves Platinum Partner Status, the Highest Level of Membership Recognized Within the Oracle PartnerNetwork NaviSite, Inc., a premier provider of cloud-enabled enterprise hosting and application management services has been designated as a Platinum Partner in the Oracle PartnerNetwork. 6/22/2010 StarTek Recognized with the Best Outsourced Provider Award The award for the Best Outsourced Provider from the 2010 Call Center Excellence Awards has been won by StarTek. 6/21/2010 Unfazed, Verizon Business Surges Forward and Maintains Leadership Position For the fourth consecutive year, Frost & Sullivan has recognized Verizon Business with the research and consulting firm's coveted North American Market Leadership Award for Hosted Contact Center Services. 6/18/2010 IQPC Best Technology Solution Provider Award Goes to Virtual Hold Technology Some of the world's leading companies say they have used Virtual Hold Technology's virtual queuing solutions for increasing their customer satisfaction, without increasing contact center costs. 6/18/2010 SAP Certifies Verizon Business CaaS Platform for the Delivery of SAP Applications Verizon Business is the first global provider to receive SAP certification of its cloud services. 6/17/2010 Verizon Business Introduces New Cloud Based Offering Verizon Business, a unit of Verizon Communications and a global player in communications and IT solutions, has introduced a new cloud-based offering, Verizon Cloud Storage, and a complementary suite of data-retention IT consulting services. 6/16/2010 Webinar on Performance-Based Routing across Call Centers During the Webinar, attendees will learn how to make their outsourcers compete for calls by routing based on performance, gain real-time visibility to vendor and agent actions, and get immediate access to reports, recordings, and more. 6/15/2010 CDC Software Projects Double Digit Growth in Application Sales CDC Software Corporation, a hybrid enterprise software provider of on-premise and cloud deployments, declared that based on the initial financial projections and estimates, the company is anticipating second quarter 2010 application sales to be in the range of around $10.2 million to $10.9 million. 6/15/2010 Medallia Intros Second-Generation Mobile CEM Application Medallia, a provider of SaaS customer experience management solutions, has announced its second-generation mobile CEM application. 6/10/2010 Infosys Launches iEngage Officials with Infosys said that Infosys iEngage empowers businesses to deepen relationships, accelerate innovation and grow revenues with the convenience of single point of accountability. 6/10/2010 NetApp Expands Partner Program NetApp, a company specializing in storage and data management solutions, has announced a key enhancement to the 2010-2011 NetApp Partner Program with the integration of service providers as part of the broader NetApp partner ecosystem. 6/10/2010 Open Mobile Deploys Interop Technologies OTA Provisioning Solution Interop Technologies, a provider of core solutions for messaging, device management, and connectivity gateways, unveiled its plan to provide Open Mobile with its hosted CDMA Over-the-Air (OTA) solution. Both the companies will work together to ensure that the OTA solution integrates easily into Open Mobile's existing infrastructure. 6/10/2010 Demandware Announces Availability of Summer '10 Demandware, a dealer in on-demand ecommerce, has stated that they have released the seasonal release of their Demandware eCommerce on-demand platform - Summer '10. The company claims that the newly announced upgrade offers new efficient optimization abilities that will help maximize conversion and average order size across Web, mobile and call center channels. 6/10/2010 SysAid Technologies Releases SysAid IT Mobile, New iPhone Helpdesk Application A new iPhone Helpdesk Application, SysAid IT Mobile, has been launched by SysAid Technologies Ltd., a premier global provider of help desk software solutions and Customer Service Support software. 6/10/2010 Convergys Fills 60 Positions for At-Home Employees Convergys, a Cincinnati -based international provider of outsourced and integrated billing and customer care services for major companies, has hosted a job fair to add 60 more at-home employees to its call center in McGregor, Ohio. 6/7/2010 IBM: The Business Approach to Cloud Computing At Interop this year, TMCnet had the opportunity to speak with a number of key industry players, including Dr. Kristof Kloeckner, Chief Technology Officer for Cloud Computing Unit with IBM. Dr. Kloeckner visited the TMCnet media booth for an interview captured on video. 6/4/2010 Aamcom Boosts Quality with Avidian CRM Small teleservices companies provide high-touch-and quality programs, such as telephone answering and telemessaging for professionals and businesses such as physicians, dentists, attorneys, roadside assistance, building maintenance and contractors, especially after-hours when their patients, clients, residents and customers need immediate assistance. Assuring, helpful interactions with well-trained experienced and empathetic contact center agents make the difference in their experiences. 6/4/2010 Free Webinar: Best Practices for Planning a Multi-Site Call Center Deployment Choosing the right technologies and delivery model to support a distributed call center strategy requires careful planning. 6/4/2010 Frost & Sullivan Chooses LiveVox as the 'Best Brand' Among Hosted Outbound Customer Contact Solutions Based on a recent research report titled '2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies' by Frost & Sullivan, LiveVox Inc. has won the 2010 U.S. Frost & Sullivan Award for Contact Centers' Choice: Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market. 6/3/2010 Due to Lawsuit, Collections Call Center Must Now Pay $1.5 Million to Man it Attempted to Collect From A jury has awarded a Texas man more than $1.5 million in a lawsuit over profane voicemail messages allegedly left by a collections agency. 6/2/2010 SOURCECORP to Showcase Claims and Policy Management BPO Solutions In a recent release, SOURCECORP has informed that it would be present at the 2010 ACORD LOMA Insurance Systems Forum on May 24-26, 2010 at Mandalay Bay Resort Las Vegas to showcase its flexible and fully integrated claims and policy management solutions. 5/25/2010 Alteryx Delivers Geographic BI Technology Platform to Wider User Communities Alteryx, LLC(formerly SRC), has delivered the Geographic Business Intelligence technology platform for wider user communities through improved Web services capabilities. They presented this at the ICSC ReCON global retail real estate convention held on Las Vegas, Nevada. 5/25/2010 RightNow Expands, Launches Mobile Service RightNow, an on-demand helpdesk service provider, announced a new arm to its service offerings: RightNow Mobile. 5/20/2010 Unica Announces Advancements in SaaS Architecture The Unica architecture improves productivity by speeding application responsiveness for marketers. For businesses, Unica's utilization of cloud computing technology delivers an even higher level of reliability and scalability. And finally for the consumer, the Unica architecture provides a better web site experience by accelerating the delivery of personalized web site content, landing pages and other online assets. 5/19/2010 iTeknologia Unveils a New Website By partnering with companies as their virtual CIO and IT department, iTeknologia allows the company to focus on running their business, not their technology. 5/19/2010 Blue Frog Enables Electronic Delivery of Insurance Policies The open architecture solution provided by Silanis has the flexibility and the configurability that can enable the agents to provide a unique customer experience, said Greg Reynolds, vice president of Technology at Blue Frog. 5/19/2010 Use Five9's Virtual Call Centers for Work at Home Agents On a recent radio show in Mendocino, hosted by Sharon Davis, who runs a "work at home" blog as well, guest speaker MJ Willard, who runs the National Telecommuting Institute, discussed the benefits of virtual call centers and, specifically, why hosted contact center and call center on demand software provider Five9's Virtual Call Center Suite is such a great product. 5/14/2010 Total-Apps, TransGrade CRM Team to Benefit Small to Mid-Size E-Commerce Merchants Total-Apps and TransGrade CRM have said that their partnership will benefit small to mid-size e-commerce merchants as they will now have greater access to enterprise level CRM and payment processing solutions that was previously only available to large organizations. 5/12/2010 Veeva Systems Launches Simple and Cost Effective and Life Science Industry's First SaaS CRM Application Network Veeva Systems has forged strategic partnership with VeevaWeb and the alliance enables Veeva CRM customers to easily extend the use and reach of their multi-tenant SaaS CRM systems without the typical system integration complexities or corresponding costs. With Veeva Web, customers can integrate with a pre-screened network of relevant life sciences applications at no extra cost. 5/12/2010 Meltwater Group Launches Meltwater Press Officials with Meltwater claimed that Meltwater Press is the only media database that offers intelligent search of recent media coverage to identify the most accurate contacts where competing products provide search through a journalist's pre-defined beat. 5/12/2010 XWAuctions Launches Integrated Live and Online Auction SaaS Platform for Real Estate industry Company officials pointed out that the other advantages of this new version software is that the code has been completely rewritten and optimized for faster more robust performance and high quality audio/video streaming is offered. 5/12/2010 Demandbase Intros Real-Time Business Identification Platform "B2B marketers have been telling us for years that one of the biggest headaches is converting visitors on their websites," said Chris Golec, CEO of Demandbase. 5/12/2010 TCO for SaaS CPM Solutions Lower Than On-Premise Solutions: Study In addition, the report said that in the SaaS model, application software costs such as subscription fees account for roughly 62 percent of the total solution cost. In the on-premise model application software costs including the upfront license fees and annual maintenance fees, comprise just 17 percent of the total solution cost. 5/12/2010 Manage Mobility Expands With New Headquarters Manage Mobility recently announced the expansion of its customer support capabilities with the addition of a new corporate headquarters located in Alpharetta, Ga. 5/10/2010 Shadow Financial Systems Sees Growing Demand for ShadowSuite as Service Offering Shadow Financial Systems, developer of ShadowSuite, reports increasing demand for its Software as a Service (SaaS) offering. ShadowSuite is a global securities processing, reconciliation, clearing, treasury and accounting system. 5/6/2010 Verizon improves its 'In-Home Agent' self-help tool with the addition of 'How-To Videos On-Demand' Verizon's innovative In-Home Agent now provides the feature "how-to videos on demand." This new feature will allow the customers to resolve setup and service questions without calling a service representative for assistance. 5/5/2010 Oracle CRM On Demand and Zoominfo Integrate to Improve CRM Database Accuracy, Reach Sakonent, a CRM 2.0 consultancy that focuses on the new generation of collaborative CRM solutions, has announced that ZoomInfo, a comprehensive directory of business information on people and companies, has now been fully integrated with Oracle CRM On Demand. 5/5/2010 A Platform Based Multi-Tenant HR Service Delivery Solution, Republic launched by Caliber Point The launch of Republic, multi-tenant HR services delivery solution was announced by Caliber Point Business Solutions Ltd and a Hexaware Technologies subsidiary. This ready to use platform is built on the Oracle E-Business Suite Release 12, it will cater to multiple clients under a secure and shared environment. After this launch Caliber Point will be identified as one of the first BPO service providers in India and one of the few in the world that will provide a complete platform-based BPO service. 5/4/2010 IPscape is a 2010 BRW Fast Starter The 2010 BRW Fast Starters list has recognized Australian cloud contact centre technology provider, IPscape for its rapid business growth. The 2010 BRW Fast Starters are richer, faster growing and have higher turnover and more confidence about their success than ever before. 5/4/2010 Telax Whitepaper Makes the Case for Hosted Call Centers Call centers have come a long way since their launch 20 years ago when agents used a technology that was restricted to multiple independent systems without any integration. These systems were not only very costly but also operated separately of one another. As a result, the agents had to access multiple platforms for completing a customer request. 5/4/2010 Sage SalesLogix To Float on Amazon Cloud Cloud-based platforms are a boon to small-midsized businesses because it gives affordable, scalable access to enterprise-competitive tools that grow and evolve as they do. With the economy beginning to grow, scalability and ease of entry is the key for them to take advantage of new opportunities. 5/4/2010 CGS Taps O'Malley to Address Growing Demand for European Call Center Services Computer Generated Solutions Inc., or "CGS," has added Robert O'Malley, a prominent outsourcing services veteran, to manage its Contact Center Solutions sales across Europe. 4/30/2010 ManageEngine Intros Help Desk, Asset Management Suite in SaaS Model The beta availability of ServiceDesk Plus On-Demand which is an ITIL-ready help desk and asset management solution delivered as an online Web service, or "SaaS," was announced by ManageEngine, the makers of a globally renowned suite of cost effective network, systems, applications and security management software solutions. 4/30/2010 AdvancedMD Enhances Medical Practice Optimization Software Platform AdvancedMD Software, a provider of Software-as-a-Service, or "SaaS," electronic health record, or "HER," and practice management, or "PM," software platform, has enhanced their medical practice optimization software platform. 4/30/2010 Cbeyond Selects Razorsight Analytics to Automate Margin Management Cbeyond, a provider of IT and communications services, has selected Razorsight Corporation's Profit Enhancement Center, or "PEC," Application Suite. 4/29/2010 Consona Solutions Take To The Cloud Consona Corporation's CRM and ERP software have taken flight to the cloud a.k.a. software as a service across all of its CRM software applications on a hosted basis, following a flight plan announced in October 2009. Yet for customers who prefer to have their CRM and ERP operate on the ground, with on-premise licenses and installations, Consona continues to make them happen in those environments. 4/29/2010 Lionbridge Makes Translation Workspace Available Through its Geoworkz.Com Ecommerce Platform The world has become a global village but a truly global language for communication is still awaited. This allows the translation industry to flourish and with the expansion of the industry, demand for translation software and applications have increased dramatically. But managing multiple versions of expensive desktop translation memory software has been a challenge for translators, agencies and global enterprises. Lionbridge's newly launched Translation Workspace is expected to fill this void. With the launch of Translation Workspace, the industry gets a flexible, SaaS-based translation productivity platform. 4/29/2010 ManageEngine Unveils the Beta Version of ServiceDesk Plus As companies employ various forms of communication, managing all of them seamlessly can be a herculean task. To help them in this area, ManageEngine has introduced the beta version of ServiceDesk Plus On-Demand, an ITIL-ready help desk and asset management solution. 4/28/2010 Callfinity's ContextIP System INTERNET TELEPHONY Magazine Product of the Year Award Rochester, New York.-based Callfinity, Inc. has announced that its ContextIP system has received a 2009 Product of the Year Award from Technology Marketing Corporation's, or "TMC," Internet Telephony magazine. 4/27/2010 Citrix Systems Picks CDI IT Solutions as Prime Vendor CDI IT Solutions, a division of CDI Corp. and a company providing information technology consulting, project outsourcing and staffing, has been selected as a prime vendor by Citrix Systems, Inc. to provide IT staffing and direct hire services. 4/22/2010 Look Who's Working from Home Top Five Ways At-Home Workers Have Changed Over the Past Decade 4/20/2010 Real-Time Operational Intelligence Earns Momentum Teradata Corporation, a global company specializing in enterprise data warehousing, recently announced that active data warehousing, a term used synonymously with real-time operational intelligence, is gaining momentum among organizations across Europe. Research shows that the adoption of leading-edge technologies such as web analytics and integrated web intelligence is rising. 4/19/2010 Esker Launches SaaS-Delivered Sales Order Automation Solution In an attempt to make it easier for companies to automate sales order processing and control costs, Esker has launched a new software-as-a-service-based solution. 4/12/2010 SAS Teams up with Teradata to Optimize its Marketing Automation Teradata has teamed up with SAS to optimize SAS Marketing Automation for Teradata. This will help the customers to enhance their marketing campaigns and gain competitive edge over the competitors, the companies believe. 4/8/2010 Fujitsu-SAP Teams Up For Japanese Version of SAP BusinessObjects BI OnDemand Fujitsu Limited and SAP AG today announced they are jointly developing a Japanese-language version of the recently launched SAP BusinessObjects BI OnDemand solution, which will be made available to the Japanese market using the cloud environment of Fujitsu. 4/6/2010 Connection Broker 6.4 Desktop Virtualization Support Solution Unveiled by Leostream The Leostream Connection Broker is the software management layer that ties desktop images in the data center to appropriate end-user devices - thin clients, laptops, workstations or Web pages - delivering a user experience the maker says is as good as or superior to that of a conventional desktop. 4/6/2010 Just In Time For Spring Showers, APC Announces New UPS for Teleworkers, Small Businesses APC by Schneider Electric has come out with the Back-UPS Pro models, an uninterruptible power supply system designed to protect home offices and businesses, just in time for the spring and summer storm season. They also save workers, and companies, money by reducing energy consumption that bolsters the units' ROI. 4/6/2010 Aspect Enterprise Now Niche Player in Energy Trading and Risk Management Platforms: Gartner Software as a service, or "SaaS," trading and risk management solutions provider Aspect Enterprise Solutions, or "AES," has announced that it has found a place in the in the niche player quadrant of Gartner's "Magic Quadrant for Energy Trading and Risk Management Platforms" evaluation report published March 24, 2010 by Keith Harrison and David Furlonger. 4/5/2010 DundeeWealth Picks Oracle CRM On Demand as Core Platform Canada-based DundeeWealth, an independent wealth management company that oversees $67.9 billion in fee earning assets, has selected Oracle CRM On Demand to integrate and deploy business processes throughout the company for increased topline revenue and optimum customer visibility and service. 4/1/2010 Oracle On Demand Release 17 Features New Forcasting, Analytics Oracle has also unveiled the Oracle CRM On Demand Life Sciences Edition, which supports for rapid sales presentations plus simplified sample management and reporting. With the product, pharmaceutical companies can make every interaction count, reduce costs, increase distribution, and deploy everywhere. The Oracle CRM On Demand Life Sciences Edition offline client is sales representative and customer facing. 4/1/2010 Software Company Launches IVONA Text-to-Speech With the use of IVONA Text-To-Speech mobile technology, creators will be able to make any applications, Internet-connected devices and Web sites more attractive and usable within seconds. 3/31/2010 Freedom Communications Migrates DTI Circulation Solution into the Cloud DTI Cloud is Digital Technology International's cloud computing strategy for providing SaaS and encompasses the full suite of innovative DTI multimedia solutions and includes the hosting and provisioning of application modules and data services. 3/31/2010 RingCube Launches vDesk Version 3.0 RingCube Technologies has released vDesk version 3.0, a high-performance enterprise desktop virtualization solution. The vDesk 3.0 simplifies the creation, access and management of Windows desktops. 3/29/2010 Skytide Announces Next Generation Reporting and Analytics Solution Looking to support the innovative business models coming from CDN providers and resellers, Skytide has introduced the next generation of its Insight for Content Delivery Networks reporting and analytics application. 3/26/2010 RingCube vDesk 3.0 Makes Windows-Based Desktop Virtualization Easier Desktop virtualization has become a vital tool to support home workers and mobile staff by enabling them to see and access their applications and files from whatever device they are on. 3/25/2010 Callidus Software Launches On-Demand Sales Performance Management Solution Callidus Software released a fully featured on-demand Sales Performance Management, or "SPM," solution called Monaco Propel. With the ability to deloyed within six to eight weeks, Monaco is a new, fast track implementation option for Callidus' SaaS sales performance management suite. The solution enables businesses to quickly recognize the value of Callidus' best in class SPM suite at a reduced cost, with minimum risk. 3/25/2010 Call Center on Demand Training & Certificates Now Available with Five9 Online University Call center on demand and hosted contact center provider, Five9, has launched an online portal offering training and certification for users of Five9 virtual call center software. 3/23/2010 Constant Link Offers 7-Day Guarantee for Virtual Receptionist Service Small businesses and professionals looking to save money but have been pondering whether to work from home and leave traditional and costly offices--and with them the expensive and stressful (and air-killing) hassle of driving to them to work--now have an incentive to "go home." 3/23/2010 LiveTime Software Announces New SaaS-Based Cloud Deployment Options LiveTime Software, a vendor of Web 2.0, Open Standards based ITIL service management, help desk and support software, has stated that they have announced new SaaS based cloud deployment options including Google App Engine, Amazon EC2 and Rackspace Cloud. 3/15/2010 Five9's Call Center on Demand Improves Business Over Premise-based Solutions: Customer Spotlight For call center on demand and hosted contact center provider, Five9, success is often measured by more than just end of year revenue and pats on the back. Specifically, listening to customers talk about how and why they implement Five9's services is a direct way to assess the performance and reliability of its call center systems. 3/12/2010 Serendio Debuts SaaS-based Customer Experience Analytics Solution Serendio, a provider of Text Mining software products and solutions, has launched its Customer Experience Analytics, or "CxA," solution under a SaaS model. 3/11/2010 OnState Solutions Now Available Through Google Apps Marketplace OnState Communications, a provider of on-demand virtual call center and virtual PBX business communications solutions, has made its solutions available through the Google Apps Marketplace, Google's newly launched online storefront for Google Apps products and services. 3/11/2010 Cloud Computing Beneficial for Traditional Enterprise Setups, Not Useful for Virtualized Centers: Report Everest Group, a global consulting and research firm that comprehensively serves the outsourcing and offshoring market, has announced that according to a study conducted by the firm, cloud computing as an IT outsourcing, or "ITO," strategy presents a viable business case for companies with traditional enterprise platforms, although the technology doesn't seem to be that useful when compared to a virtualized setup. 3/11/2010 Convergys, Sonda Partner to Serve Mexican Assisted/Self-Service Market The Mexican market continues to grow: with 111 million residents it is largest Spanish-speaking country in the world. While labor costs in Mexico are low relative to that in the U.S. they represent a fair expense for Mexican businesses, which is creating a market for high-quality end user-and-contact-center-agent-friendly self-service and assisted-service solutions. 3/10/2010 CIMCO Communications Adds New IP Talk Hosted Contact Center Application The new network based integrated telephony and automatic contact distribution solution is designed to help small and medium businesses use technology that, once upon a time, was only available to larger contact center customers. 3/3/2010 Dolphin Inks Deal with Brainware for SAP Invoice Automation Solution Dolphin, a provider of business process optimization and information lifecycle management for customers using SAP solutions, signed a collaboration agreement with Brainware, Inc., a provider of intelligent data capture and enterprise search solutions to deliver SAP Invoice automation solution to a global manufacturer. 2/26/2010 Officescape Releases Distributed Call center Software Officescape released a new software, which helps companies use a distributed call center model to reduce overhead expenses, recruit optimally and also retain top talent. This new software encompasses the functionality of a robust call center software module with Officescape's advanced Unified Communications Server for creating a solution suitable for work-at-home agents or WAHA or distributed call center requirements, company sources said. 2/26/2010 How to Migrate to the Cloud: Five Things You Must Know to Do it Right Lost in all of the hype surrounding cloud computing is one critical question: how do you get there from here? Sure, you'd like to realize cloud computing's benefits - operational efficiency, reduced costs, application flexibility - however, you're probably worried about the problems and costs associated with the transition. 2/25/2010 Apps Associates Selects InfraDesk ITIL SaaS Service Desk InfraDesk - SaaS ITIL Service Desk Solution creates a Web-based help desk to ensure the most efficient way to resolve issues without compromising quality. Apps Associates Selects InfraDesk ITIL SaaS Service Desk 2/24/2010 EGain Finds Customer Service 'Shockingly' Poor EGain has been tracking and reporting on the state of customer service in North America and Europe over the last several years through a mystery-shopping multichannel research study, providing research intended to assess "the state of multichannel customer experience" within and across phone and eService channels. 2/24/2010 LG Electronics Selects On-Demand Insight from TARGUSinfo TARGUSinfo's services can be used in IVR platforms, agent desktops and automated call-handling processes so companies can improve customer interactions and increase overall customer satisfaction. 2/17/2010 Cashier Live Offers Point Of Sale Software To Help Independent Retailers Rebound From Recession According to Thomas Greenhaw, co-founder of Cashier Live, now small local business can take advantage of the same technology, and get the same benefits, for a fraction of the cost. 2/17/2010 Walkingonacloud.com Selects OrderDynamics eCommerce SaaS Solution Walkingonacloud.com, an online shoe retailer, selected OrderDynamics SaaS eCommerce solution to streamline operations and convert more traffic. Walkingonacloud.com, which specializes in comfortable footwear through more than 30 retail locations, has been operating U.S. and Canadian B2C eStores for more than seven years. The company has achieved strong search engine placement for highly competitive keywords for the shoe brands they carry. 2/15/2010 Engine Yard Selects Terremark for Cloud Service Engine Yard, a provider of Ruby on Rails automation and management technologies delivering both private and public cloud offerings, reportedly has selected Terremark's Enterprise Cloud for the customers who require a private cloud service. Terremark officials said that the company's Enterprise Cloud was the ideal Infrastructure-as-a-Service for Engine Yard private cloud-based on its proven track record of providing enterprise and Federal government customers industry-leading reliability, scalability and security. 2/12/2010 Global Connect Enhances Hosted Dialer Platform to Address Collection Industry Demands Global Connect, a provider of hosted dialing and communication services, has announced a set of new features aimed specifically at providing collection operations with additional tools to manage the issues affecting the ARM industry. 2/11/2010 DocuSign Launches New Partner Program to Accelerate eSignature Services Adoption The new partner program also offers an ideal platform for the company's channel partners to add value to their business or technology solution offerings. In addition, the initiative helps in building a long term, synergistic partnership with solution providers offering complementary technologies. 2/10/2010 Five9 Awarded Product of the Year for Cloud Computing Platform for Call Centers Call center software provider, Five9 Inc. won an award for its cloud computing platform by TMC's 2009 Product of the Year Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982. 2/10/2010 LiveVox Launches Dynamic Preview with Real-time Cellular Number ID In addition, after the call is attended to, the system returns the agent to the predictive dialing queue. This process ensures that accounts are handled more efficiently by a single workgroup and updated upon contact instead of preview and predictive campaigns being worked separately and risking contact attempts by each group on the same account. 2/10/2010 Teleperformance Expands Tools BPO firm Teleperformance has come out with a set of solutions to ensure just that: Teleperformance Tools 3.0. It includes agent management, analytics, communications, operations, agent authentication and security capabilities and functionalities. Here are the details: 2/10/2010 Pingsta Expands Internet Expert 'Workforce In The Cloud' For more than 10 years companies have been able to tap "contact center agents in the cloud" via firms such as Arise, LiveOps and Working Solutions, to name a few that arrange calls to be handled by independent well-qualified home-based individuals that paid to be set up on a shared-agent basis. 2/5/2010 InnoPath ActiveCare Ships on New Phones The over-the-air customer care solution from InnoPath enables operators to combat the rising cost of supporting sophisticated new phones while providing better support for their subscribers. 2/3/2010 Davinci Debuts Live Web Chat Services Davinci Virtual specializes in the provision of office solutions to more than 6,000 companies and entrepreneurs across the countries of Canada, Europe Central America, Asia, Australia and the U.S. It offers prime selections among virtual offices in New York, Atlanta, Los Angeles or Chicago. 2/3/2010 TMC Honors MegaPath for Managed SSL VPN Services Technology Marketing Corporation's Customer Interaction Solutions magazine has honored MegaPath's Managed SSL VPN services with a 2009 Product of the Year award and recognized the service as one of the most innovative solutions for 2009. 2/2/2010 Virtual Premise SaaS Solution Selected by a Major Bank As banks strive to provide improved facilities to their customers, the use of non traditional banking assets such as ATMs and banking kiosks have been on the rise. While these assets definitely provide improved service to the customers, managing and tracking them can be a real nightmare for the banks. Now, to ease that problem, a major banking customer of Virtual Premise has expanded its relationship with the company. 1/28/2010 OnState Unveils Winter '10 Version of its Virtual Call Center Solution OnState Communications, a provider of on-demand virtual call center and virtual PBX Business Presence communications systems, has reportedly launched the Winter '10 version of its virtual call center solution with added features and more management insight and control. The company believes that these features can improve the end-user experience. 1/26/2010 SMBs Becoming 'More Sophisticated' Technologically Small and mid-sized businesses are becoming "more sophisticated" in their technology purchases, trying out software-as-a-service (SaaS) and managed services, new research from the Computing Technology Industry Association finds. 1/26/2010 Five9's Products Featured in 'Best in Class' Research Report While press announcements and comments from the media can solidify the success of a company, there's nothing like having a definitive research to offer up more concrete evidence of the progression of a specific organization. 1/25/2010 UniteU Technologies' E-Commerce Platform Helps Online Merchants to Grow Businesses UniteU Technologies, Inc., a provider of integrated, on-demand e-commerce applications, reported that the online merchants who are leveraging company's UniteU ecommerce platform reported higher sales growth during the 2009 holiday season. 1/25/2010 ProTracker Intros 'Cloud' for Hosted Remote CRM We like including unusual business locations whenever they crop up, and today's winner comes from Hampton, N.H., home of ProTracker Software, a vendor for the financial services industry, which has introduced ProTracker Cloud, a hosted remote client relationship management tool. 1/22/2010 Successfully Building and Scaling an At-Home Agent Program The key issues lie in the people management and in scaling the program successfully beyond the pilot stage according to a new white paper by Knowlagent, Building Blocks for a Solid At-Home Agent Program published on TMCnet.com. 1/21/2010 Saving Money with Varolii Outbound Call Center Technology A new white paper from Varolii, "5 Reasons You're Losing Money with Predictive Dialers," describes the important reasons why predictive dialers are no longer the desired technology in call centers. Other methods such as proactive, automated communications can better serve the purpose of improving the productivity of call centers in a more cost effective manner. 1/21/2010 The Pros and Cons of Cloud Computing Is your company eyeing cloud computing as a potential way to save money and resources? If so, then you may be interested in the results of a recent survey from research firm IDC on the pros and cons of cloud-based services. 1/21/2010 IP Communications Enabling the Contact Center: ITEXPO Session While moderating today's ITEXPO East panel session, "What does IP Communications Enable in the Contact Center?" I looked out into the crowd and watched the interesting faces listen to the panel speakers educate the attendees about how IP communications system can improve contact center companies. 1/20/2010 SysAid's New CSS 2.0 Offers Free On-Demand Support Platform CSS 2.0 features reportedly the support industry's first ever free on-demand platform for small and medium-sized businesses or "SMBs" that features live chat capabilities and includes a comprehensive set of CSS functionalities - previously only available to large enterprises. The new functionalities it says will not only allow for greater efficiency, but will fundamentally alter the way SMBs approach and manage their customer service departments. 1/20/2010 Alibaba Group Selects StepStone Solution Alibaba Group, a provider of online trading, retailing and transaction platforms, reportedly has selected the StepStone e-recruitment solution to automate and optimize recruitment processes. 1/19/2010 Internet Brands Selects Five9's Virtual Call Center Suite After reporting a record 2009, it's not surprising to see that call center software provider, Five9 Inc., keeps the success coming in the New Year. In fact, the company just announced that Internet Brands, an Internet media company, has selected the Five9 virtual call center suite for its automotive customer care department. 1/18/2010 What's Next for 2010: Five9's Van Everen Discusses Company's Goals With the New Year underway, many companies in the call center industry are looking to make 2010 a memorable one, especially after dealing with the economic recession in 2009. For call center software provider, Five9 Inc., last year proved to be more successful than other years, solidifying the company as a front runner in the telecom space. 1/6/2010 LiveVox Introduces Manual-Dialing Curfew Management Curfew management becomes trickier for manual-dialed calls. There the agents have to think, and with a myriad of new area codes it becomes next to impossible to match exchanges with time zones. And then on top of that different states have variations on when to and when not to call. One slip and the next call may be from the FTC, FCC or a state attorney-general's office. 1/6/2010 Hosted Call Center Provider USAN Gets Top Ranking in DMG Report DMG Consulting, a market research firm covering the call center industry, recently released the results of a customer survey that rates vendor USAN's hosted call center solution a 5 on a five-point scale, based on its ability to deliver a superior customer experience. 1/4/2010 Amazon to Enter Contact Center Hosting Business? What is old is new again' goes the saying. A decade-plus ago direct marketers such as cataloger JC Penney were offering contact centers as services to boost revenues, increasing the ROI from their existing solutions. Now, according a story by Eric Engleman, senior technology staff writer for Seattle, Wash.-based TechFlash and the Puget Sound Business Journal, hometown online marketing giant Amazon.com apparently is following in the same footsteps, but going to the next level, hosting its SIP/VoIP-enabled platform. 1/4/2010 What's Hot in CRM: Week in Review Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week. 12/31/2009 Five9 Reports Record Year in 2009, Releases Industry First Product With all of the headlines call center software provider, Five9 Inc., announced over the past year, it was no surprise with Five9's CEO Mike Burkland told me in a recent interview that the company had a record year. 12/29/2009 Cbeyond Adds Virtual Receptionist to its Suite of Productivity Enhancing Applications Cbeyond, Inc., a provider of communications and IT solutions to small businesses, reportedly announced the addition of Virtual Receptionist to its suite of productivity-enhancing applications. 12/18/2009 Deadline COB Friday for APTA's Call Center Challenge Contact centers that are for mass transit is literally where the rubber meets the road, or the rail hits the steel. The helpfulness and courtesy of contact center agents, and speed of answer can make a big difference when someone calls or texts to obtain route, schedule or fare information in whether they take a bus, train, or ferry instead of driving. In addition to the farebox impact customers' experiences will have ballotbox impact: in whether they support continued or increased transit system funding. 12/17/2009 AT&T to Drop the iPhone after Google Purchase? While the smartphone segment continues to grow, so does the intensity of competition between key players like Apple (iPhone) and Research in Motion (BlackBerry). These two power players continue to enjoy great success, but the Google Android may emerge the industry winner, according to Matt Florell, president of the ViciDial Group. 12/17/2009 Contact Solutions Integrates Pay-by-Web Functionality with Pay-by-Phone Application Contact Solutions announced that it has integrated pay-by-web functionality with its existing pay-by-phone application to create new savings for a state health insurance program. 12/16/2009 Cincom, Syrex Announce Contact Center Agreement Cincom, an IBM Premier Business partner, replaced Syrex's existing dialer with Cincom Synchrony Express on the IBM Smart Business Platform. Express is intended to be a way to provide Syrex with an all-in-one contact center software suite, replete with multi-channel inbound/outbound interaction management, universal queuing, skills-based routing, predictive dialing, campaign management all the bells and whistles. 12/16/2009 OnState Teams Up with Bandwidth.com to Offer the Cloud Call Center As the demand for on-demand call centers picks up, OnState Communications has teamed up with Bandwidth.com, a nationwide data and CLEC voice provider to offer its clients a fully on-demand call center solution. According to OnState officials, this new facility will make use of Bandwidth.com's FlexNetwork. 12/15/2009 LiveVox Adds New Enhancements to State Dialing Compliance Suite San Francisco based hosted-dialer solutions provider LiveVox Inc. has reportedly enhanced its compliance suite. The new features allow credit and collections organizations to tailor campaigns to meet state dialing restrictions. 12/15/2009 VinSolutions Announces 112 Percent Revenue Increase VinSolutions, an automotive CRM and software provider, reportedly announced a 112 percent increase in new business sales revenue over last year. Company officials attribute the increase to offering a comprehensive automotive CRM, ILM and Web site product. 12/14/2009 Call Center Software Provider Appoints Industry Veteran as SVP of Enterprise Sales In response to a growing demand for more system and upgraded solutions, call center software provider, Five9 Inc., has appointed a leading industry veteran to join its staff – and improve sales and services. 12/14/2009 Webinar on Five9, Salesforce.com Integration Helps Consumers Implement and Understand Software Telecom companies, especially those in the call center and customer relationship management, or “CRM,” industries offer software systems that can often be, for lack of a better word, confusing. Consumers looking to implement these software systems are regularly caught up in the “how-to’s” versus implementing the software to start proving results. 12/9/2009 Azzurri Communications Secures Contract with AA Azzurri Communications, a managed services provider in the U.K., has reportedly secured a contract with the Automobile Association or “AA” for the development, implementation and on-going support of a new Contact Center solution. 12/9/2009 Ifbyphone Works with DiabetesAmerica on Call Center Using Ifbyphone's Virtual Call Center software to bring its outsourced call center in-house, hsa saved DiabetesAmerica "over 50 percent," while integrating interactive voice response echnology to increase patient access to its health centers, according to Ifbyphone officials. 12/9/2009 InContact Announces Healthcare Customer Expansion InContact, a vendor of on-demand call center software and agent optimization tools, has announced the expansion of its healthcare customer base with the implementation of two new nursing and physician call center customers using the inContact automated call distributor. 12/8/2009 LiveVox Expands Carrier-Grade Platform to Reduce Carrier LiveVox, a provider of hosted-dialer solutions for the credit and collections industry, reportedly expanded its carrier-grade Session Initiation Protocol architecture of the patented LiveVox platform. The new platform lets clients substantially reduce intermittent and unpredictable carrier downtime associated with legacy hardware dialers, LiveVox officials said. 12/4/2009 NTI Selects Five9's Virtual Call Center for Work-at-Home Call Center Market call center software provider, Five9 Inc. announced that the National Telecommuting Institute, Inc., or "NTI," a non-profit organization that provides work-at-home jobs for Americans with physical disabilities, will be using Five9's Virtual Call Center technology for its work-at-home call center agents. 12/3/2009 LiveVox Bolsters Service Reliability with MultiCarrier Dynamic Failover Hosted and virtualized platforms are only as good as the carrier connectivity between them and the contact center agents using them, regardless of their location. For downtime as a result of connections issues costs money that enterprises can ill-afford to waste. This is especially a critical issue for outbound customer acquisition and collections calls where agents are literally dialing for dollars. 12/3/2009 ClickSoftware Gilds Support for SMBs with ServiceTycoon Version9 Customer support, whether by contact centers and, or field service is golden for it is the key to customer retention and loyalty. To help SMBs become wealthy by delivering higher quality customer service at much lower costs ClickSoftware Technologies Ltd has rolled out ServiceTycoon Version 9. 12/3/2009 Davinci Virtual Completes Office Expansion Davinci Virtual, a supplier of virtual office solutions, recently announced that it had completed the expansion drive for its Utah-based North American headquarters to make room for the rapid growth trend expected for the company. 12/2/2009 Varolii's New Platform Enables Outbound Program Benchmarking, Customized Reporting The Varolii tool includes customizable benchmarking and comparison reports that provide context to determine what to adjust and when in campaigns and programs and supply results evaluation over time or against the aggregate results of similar campaigns run by companies operating in the same industry 12/2/2009 Figi Picks Alpine Access for Virtual Call Center According to officials with Alpine Access, Figi was looking for a company that could train experienced employees quickly and present them as a large-scale production environment. 12/2/2009 SatuitCRM Signs up SAM as Client Satuit Technologies officials have announced that Sanderson Asset Management has deployed SatuitCRM to facilitate client relationship management for the company's global institutional and private customers. 12/1/2009 Self-Service, KM Tools Enabling Handling More IT Support Issues: HDI Report IT support organizations are doing more with what they have and the increasingly popular tools of choice are self-service, knowledge management and Information Technology Infrastructure Library (ITIL) according to HDI's just released 2009 Annual Practices & Salary Report. 12/1/2009 Oberthur Technologies Complete M-Commerce Security Deployment for Zain Right now, the service enables Zain's customers in Kenya, Tanzania and Uganda to receive and send money to friends and family as well as to receive money from any bank account and send money to other bank accounts around the world through their mobile phones. Customers are also able to top up their own, or someone else's, airtime account and manage their bank accounts. More than 100 million people in East Africa now benefit from Zap. The service will be rolled out soon in all of Zain's operations across the Middle East and Africa. 11/25/2009 Sendmail, Osterman Detect E-Mail Cloud Trends Sendmail, a vendor of e-mail and messaging infrastructures, with Osterman Research has announced industry survey results from a recently hosted Webcast on how businesses are reacting to e-mail infrastructure being migrated to the cloud. 11/25/2009 Verizon Business Enhances Online Billing Ease of Use Given the significant increase of online billing use, Verizon Business is trying to make online bill payment and analysis even easier with updates to its Verizon Enterprise Center. 11/23/2009 Five9 Showcases Cloud Platform at Dreamforce 2009 Call center software provider, Five9 Inc., attended Salesforce.com's Dreamforce Global Gathering Event 2009 to present the Five9 Adapter for Salesforce.com, an integration built with the Five9 Cloud Computing Platform for call centers. 11/23/2009 You Can Have Your 'Care' Any Way You want to be treated as an individual, not one of the crowd. There is a reason that the Apple Store with its Genius Bar is one of the most profitable in terms of sales per square foot, a reason that almost every bookshop now serves lattes to hold on to you for just a few more minutes, and a reason that Disney is re-imaging its own stores (with Apple's help) so you don't feel violated by Woody every time you walk in. In the same way, the average smartphone user is not only looking for a differentiated experience on the handset, but also when calling for support. 11/23/2009 Aerospace and Defense Industry Selects VeriSign Managed Public Key Infrastructure Service VeriSign, Inc., a provider of Internet infrastructure for the networked world, reportedly announced that its Managed Public Key Infrastructure or PKI service has been selected by aerospace and defense organizations to deploy a PKI solution cost effectively. The company's Managed PKI reduces customer risk and minimizes up-front costs involved in acquiring systems, software and people to operate an in-house Certificate Authority for cross-certification with CertiPath. 11/20/2009 CosmoCall Universe Now Certified Interoperable with AT&T, Global Crossing and XO Communications SIP Trunking CosmoCom has announced that its SaaS-based contact center solution, CosmoCall Universe, is now certified interoperable with the SIP Trunking services of AT&T, Global Crossing and XO Communications. 11/19/2009 Enterprise Customers Flocking to Jigsaw Data Fusion Jigsaw, a Data-as-a-Service, or "DaaS," provider, has announced that more than 75 companies have adopted Jigsaw Data Fusion, a cloud-based automated system for acquiring and managing sales prospect records. 11/19/2009 Five9 and Bluewolf Partner to Ramp Up Cloud Integration Services for Call Centers Call center software provider, Five9 Inc. has partnered with Bluewolf, a leader in agile consulting, in efforts to enable customers to realize improved marketing, sales and customer care processes based on its call center systems in the cloud. 11/17/2009 Free Webinar Offers Insight in SaaS Now, as technology option has proven to be viable, practical and secure, more and more companies are finding SaaS delivers the promised benefits and so much more. 11/16/2009 Oracle CRM on Demand Users Can Boost Productivity with Kadient Sales Playbooks Kadient, a leading provider of sales automation products has reportedly announced the release of Kadient's embedded Sales Playbooks. The Sales Playbooks are now built on a well known Oracle CRM platform to benefit the sales personnel who are used to Oracle CRM on demand. The embedded sales playbooks are designed rich with contents and coaching tools to let sales personnel master the tricky nuances of sales and allow them to close the sales transactions easily. 11/16/2009 EF Johnson Technologies Receives $6.1 Million Order for Mobile Radios EF Johnson Technologies, Inc has reportedly received a new state-wide multi-year contract and an order valued at $6.1 million from a large state police force. As part of the contract, the company would provide ES Series of Project 25 compliant mobile radios and accessories. 11/13/2009 Callidus's SaaS Chosen by European Mobile Telco Vendor The Callidus Monaco SPM Suite "enables business users to implement and deploy a sales performance solution without reliance on IT, say Callidus officials. The application automatically handles user creation and permissions." 11/11/2009 AbilityCRM Offers CRM Cloud Version to Arizona Council AbilityCRM, a Microsoft Dynamics CRM Gold Certified Partner, and the Arizona Technology Council are reportedly offering members its CRM Cloud version, Alwayson-crm.com. The Arizona Technology Council is a nonprofit trade association that connects, represents and supports the state of Arizona's expanding technology industry. Both partners are offering this solution at a significantly lower rate via the Council's member-to-member discount program. 11/9/2009 Additional Features of Five9's Release 7.3 Upgrades User Experience The Release 7.3 Virtual Call Center from call center software provider, Five9 Inc., has many new and upgraded functionalities that give existing customers added benefits to using the improved software system. 11/6/2009 inContact Emerges Leader in Hosted Contact Center Implementations DMG Consulting has released a report that shows significant growth in the near future for the hosted contact center software market. One standout in the industry is inContact Inc., which enjoyed the most contact center implementations in 2008. 11/5/2009 Contact People Predicts Recruitment Boom, Increasing Difficulties Sydney-based Contact People, a specialist contact center consultancy in recruitment and home agent managed services, claims that, with the predicted recruitment boom next year, the time to get your ducks in a row is right now. 11/5/2009 ShareMethods Puts ShareSpaces on AppExchange ShareMethods has announced the availability of ShareSpaces for AppExchange on the Salesforce.com AppExchange. 11/5/2009 Samsung Electronics Collaborates with Microsoft for Efficient Usage in Computers Samsung Electronics has announced that it will collaborate with Microsoft on efficient energy usage in computers. 11/4/2009 Psytechnics Introduces New Service Desk Feature The new capability enables service desk staff at service providers to get first level call information on people that contact the desk so they are better able to help address their concerns. The Service Desk Manager also allows service providers to create workflow rules to ensure various problems are escalated to the appropriate divisions and people elsewhere in their organizations. 11/4/2009 Psytechnics Improves IT User Support The newly announced Service Desk Manager helps level one service desk staff quickly and easily identify and acknowledge IP voice or video calls and service quality incidents, and offers the necessary data to facilitate escalation to the right support group for immediate, first time resolution. 11/4/2009 Famous Dave's Utah BBQ Picks Telesphere Famous Dave's Utah Barbeque reportedly selected Telesphere, a Phoenix-based managed telecommunications and Internet services provider, to provide fully hosted voice and data services to its Salt Lake City call center. That's right, Utah barbecue. Two words that go together like "Relaxing" and "New York City," "Polite" and "Paris" and, oh, "Utah" and "Jazz,"right? We call Virginia home when we're in the states, and haven't had much call to sample barbecue outside of the Smoky Pig out Route 1 in Ashland, as it's difficult to imagine any could be all that much better. 11/2/2009 Western Canada's Calgary Board of Education Launches Telax Hosted Call Center Western Canada's largest school board, the Calgary Board of Education, or "CBE," has launched the Telax Hosted Call Center that will support the growing service demands on its IT Department Helpdesk. 10/29/2009 Convergys Renews Relationship Management Contract with Telecom Company Convergys Corporation, a provider of relationship management solutions, has reportedly signed a contract of renewal to provide technical support to a tier one telecommunications company. This contract is signed for a value of approximately $55 million. 10/29/2009 Five9's Inbound Call Center System Offers Agents Improved Communication Abilities For companies in the customer relationship management, or "CRM," industry, managing calls that are received to a call center are just as important as the outbound calls sales agents place to potential and existing clients. 10/28/2009 NTT America Extends North American Presence to Denver Company officials said that the new Arcstar PoP enables NTT America to provide multi-national corporations in region with high-capacity, efficient networks to support their global operations, particularly to the Asia-Pacific region and beyond. 10/26/2009 Nortel Intros Disaster Recovery and Business Continuity Planning Resource Center The company said that its portfolio of solutions and services delivers the foundation that companies require to be prepared for the worst. And, the new on-line solutions resource center consolidates a detailed, holistic view of best practices and solutions. 10/23/2009 LeadMaster Announces Certification for SaaS System LeadMaster, a vendor of cloud computing products for sales lead tracking, lead management and online CRM, has announced a certification program for lead generation and lead providers designed to let users have sales leads flow in real-time into LeadMaster's Web-based, SaaS system. 10/21/2009 Five9 Assists in Aberdeen Survey to Offer Insight on Call Center Sales Call center software provider, Five9 Inc. has participated in research company Aberdeen Group's "Inside Sales Enablement: Let Them Drink Coffee!" survey by reviewing the format and inviting the company's customer base to participate in the survey. 10/14/2009 Advebs's Flowlett Launched "It's vitally important now more than ever, to continually stay on top of proposals that are in the pipeline, and to reduce any logistical friction that may exist for customers to accept proposals," said Ramesh Pai, founder & CEO, Advebs. 10/14/2009 State of the Virtual Call Center Industry: Has the model reached mainstream adoption? Sometimes executives fall into the trap of looking at their business environment through a narrow lens, only seeing what they want to see. 10/13/2009 G2iX Debuts Morph CloudServer G2iX has reportedly unveiled the Morph CloudServer, described by company officials as an appliance using open standards to create custom Platform as a Service environments -- for "developing and deploying software on a massive scale." The idea, company officials said, was to give businesses a way to "pilot new ideas, facilitate global expansion, and decrease time to market." The market opportunity they see here is the one Gartner Research Vice President Phil Dawson talked about when he said "for now, private cloud computing will not just be a viable term, it will be a significant strategic investment for most large organizations" recently. 10/12/2009 Nomadesk Integrates Enabling Technologies Nomdesk has reportedly integrated the state-of-the-art cloud technology into its existing software and hardware offerings. The company has brought together licensing its API to select software developer partners to bring file sharing, synchronization, encryption, backup and storage to any existing software offering. 10/12/2009 inContact Remaining a Leader in Hosted Contact Center Implementations DMG Consulting has released a report that shows significant growth in the near future for the hosted contact center software market. One standout in the industry is inContact Inc., which enjoyed the most contact center implementations in 2008. 10/8/2009 Cabinet Extends Document Management to QuickBooks Cabinet NG, or "CNG," has launched a document management solution that supports filing of QuickBooks documents either locally or in a hosted environment. CNG's document management software moves manual paper-based processes into efficient electronic workflows. 10/8/2009 EDL Consulting Partners with BigMachines to Better Serve Cloud Customers BigMachines enables sales teams, channel partners and resellers to quickly configure products, generate quotes and proposals, manage complex pricing, generate legal contracts, and submit and manage orders. 10/7/2009 Salesforce.com and Cisco Partner to Deliver New Face of Customer Service Salesforce.com and Cisco share a common vision to move technology into the cloud and leverage social networking sites like Facebook, Twitter and Google to deliver services to their customers where they are already collaborating. 10/7/2009 PlantCML Selected to Provide Next Generation Call Processing Solution There are nine call processing positions that service a population of over 109,000 in the city and the emergency call center will benefit from this IP-enabled computer telephony integration solution. 10/7/2009 Autotask Announces Stimulus Package for IT Professionals The minimum user amount for Autotask Go!, the company's fully hosted service management software, was dropped to a single user license priced at $29 in the U.S. Through this new stimulus package, new or start up IT professionals can access the IT business management platform hosted in the cloud and upgrade their IT service management capabilities. 10/7/2009 Hosted Contact Center Releases an Industry First: Cloud Computing Platform for Call Centers In addition to the call center software providers' announcement of the 7.3 Release, Five9 has also made headlines today with an industry-first cloud computing platform for call centers that enables building native software integrations between Five9 on-demand call center software and other enterprise software applications. 10/5/2009 Call Center on Demand Provider Releases New On-Demand Call Center Software Five9 Inc., a call center software provider, is introducing Release 7.3 of the company's Virtual Call Center Suite for general availability. 10/5/2009 AtNetPlus Acquires VirtuMark Information Technology services company AtNetPlus, Inc., has reportedly acquired VirtuMark, LLC, an IT Solution company that provides custom programming, Web applications, Web hosting, network consulting, and online ordering tools for most industries. Jeff Phillip owner of VirtuMark, joined AtNetPlus as Web Services Manager and will oversee all aspects of Web development and hosting-services. 10/5/2009 SocketLabs Intros New Hosted E-mail Delivery Service SocketLabs, Inc., provider of high volume, on-premise marketing and transactional e-mail delivery solutions for the Microsoft Windows platform, has reportedly introduced a new hosted email delivery service called, Email On-Demand. This new monthly subscription service is a fully managed and hosted SMTP relay service designed to increase the delivery rates for companies sending marketing or transactional bulk e-mail. 10/5/2009 Alphanumeric Expands Call Center Operations According to company officials, the new call center implementation offers the company the ability to give clients the very highest level of customer service via multi-tiered support levels, 24x7 remote monitoring, on-site support, quality assurance of infrastructure and best practices and first call resolution. 9/30/2009 Nefos Selects Magic Software's Business, Process Integration Suite Magic Software Enterprises has reportedly partnered with nefos GmbH, a consulting partner of Salesforce.com located in Zurich, Switzerland. Under the agreement, nefos will use iBOLT, Magic Software's business and process integration suite to integrate the Salesforce.com on-demand application with their customers' existing on-premise applications. 9/25/2009 HardMetrics Perfects Data Analytics HardMetrics, provider of on-demand and enterprise versions of analytics solutions for contact center driven businesses, reportedly announced the latest enhancements to its HardMetrics Performance Manager solution. The solution includes increased throughput and retrieval performance and increased dimensional and hierarchical analysis capabilities in a "cube-less" architecture. 9/25/2009 Recession Spurs Growth in Hosted Contact Center Infrastructure Market: DMG Consulting Driven by the downturn, contact centers are moving at a quicker pace to similar choices i.e. hosted solutions for their infrastructure: routing, IVR, CTI, knowledge management, speech analytics, and workforce management for likewise sound reasons. 9/23/2009 NewVoiceMedia Intros Contact Center Solution in the Service Cloud NewVoiceMedia has introduced a hosted contact center solution that is integrated into the Service Cloud, the next generation customer service application from salesforce.com. As a result of this integration, customers can now run their entire customer service business in the clouds. 9/22/2009 Ramsell Technologies' Tele-Adherence Helps Patients Manage Treatment A study by the National Pharmaceutical Council and American Hospital Association revealed that only 25 percent of patients with chronic diseases take medication as directed. This results in disease progression, an increased number of subsequent doctor visits and hospitalizations or even death. 9/17/2009 1-800-FLOWERS' Home Agent Savings Bloom with Nectar Managed VoIP Going to home-based agents saves money and boosts productivity by $20,000 per agent/per year compared with forcing staff to commute to costly-to-provide cube row warehouses, plus it provides unparalleled flexibility in meeting variable demand. Going to managed voice over IP from traditional TDM/PSTN to support these virtual workers saves even more resources and permits greater ability to control contact flow to meet changing needs. 9/16/2009 Adding 'Service' to Service Plans: Home-based Contact Centers Help Communications Companies Connect with Customers The ability to communicate when and where we want is seen as a basic human right by many of us. Not only is on-demand communication part of our societal foundation, it's quickly becoming an obsession. Even during these tough economic times, consumers continue to spend an astonishing amount of money on the ability to connect with each other. 9/15/2009 Open-Xchange and Rack-Soft Integrate Collaboration and UC Open-Xchange is extending its collaboration software with Rack-Soft's unified communications software to give end users telephone, fax, presence, instant messaging integrated with e-mail, contacts, calendar and task information. 9/4/2009 Teleperformance Uses Genesys for New On-Demand Contact Center Service Offering Teleperformance, a global provider of outsourced customer service, is using software from Genesys to launch a major new hosted "Contact Center On Demand" solution that allows enterprises to quickly and cost effectively scale operations and add robust multi-channel capabilities. 9/4/2009 Answering Service.com Launches Web-based Answering Service AMO reportedly announced the launch of an innovative Web-based answering service from Answering Service.com, AMO's wholly owned business vertical, as a majorly significant part of its latest Software as a Service, or "SaaS" call center solution, My Receptionist. Officials at the company said the reason behind the release was to guide businesses away from traditional "small-minded" answering services to incorporate state of the art technology the telephone answering system industry has yet to promote just ahead of Google Voice's release. 8/31/2009 Terremark Offers Hosting of SAP Solutions Through Enterprise Cloud Terremark Worldwide has reportedly become the first service provider to offer hosting services for SAP solutions on its cloud computing platform the Enterprise Cloud. The company's secure top-tier data centers have access to massive and diverse network connectivity. Terremark will use its Enterprise Cloud infrastructure 8/31/2009 Work from Anywhere with Aastra's CC:LifeLine Hosted Call Center Aastra, a provider of IP telephony and contact center solutions, is positioning its new CC:LifeLine hosted call center solution as ideal solution for H1N1 flu preparedness and business continuity for call centers of all sizes. 8/27/2009 VoiceNation Launches Georgia Call Center VoiceNation, a voicemail, virtual PBX and phone system host, has announced the launch of their Next Generation call center in Atlanta, Georgia. This new center was established to steer businesses away from traditional "Mom and Pop" answering services and to integrate state of the art technology the TAS industry has yet to fully engage. 8/26/2009 NetApp Displays Channel Partnerships Hosted i.e. 'cloud delivery' of sophisticated value-rich IT solutions may require the expertise of experienced partners to help make them work for customers, just as these professionals are needed for premise-installed products. 8/25/2009 Netage Solutions Upgrades Dynamo These enhancements will make it easier for clients to shape their product roadmap with a new Ideas Form right within Dynamo. All ideas and requests are automatically added to the list of enhancements being considered for future Dynamo releases. 8/21/2009 Intaglio Intros CRM Jump Start Services Guilford, Connecticut-based INTAgLIO Business Solutions (sic) has introduced CRM Jump Start Services for small and mid-size companies that "favor Salesforce.com, but don't have the in-house staff to manage the project and can't afford high priced system integrator fees." 8/20/2009 Duvall Announces Call Center for Customers Duvall Investment Group, Inc., reportedly announced it has launched a VoIP based call center in mid July at 704-731-5560 so that its managers can move on the field and resolve customer's problems and answer queries. 8/20/2009 LiveVox Adds New Monitoring, Recording and Coaching Capabilities to its Hosted Dialer Platform Driven by strong demand from the credit and collections industry, hosted dialer provider LiveVox has reportedly upgraded its ACD suite with new capabilities allowing real time monitoring, recording and coaching of call center agents. 8/18/2009 Four of Five Convergys Clients Utilize Home Agent Solutions The firm reports that four of Convergys' five largest clients have chosen to utilize the business process outsourcing firm's home agent solutions as part of their wider customer service offering. 8/17/2009 Echopass Answers Overstock's Customer Service Passion Known for its distinctive big red "O," Overstock.com, headquartered in Salt Lake City, Utah, is not just another online retailer. Overstock differentiates itself with great prices and, says Carter Lee, vice president of information systems and technology, great passion for customer service. 8/17/2009 CoreMatrix Credits CRM for Q2 Growth CoreMatrix Systems, a consulting company in the cloud computing space, reportedly announced a 51 percent increase in revenue in Q2 2009 over the same period last year, crediting "the tripling of customer service and support-related CRM revenue" for fueling growth. Company officials said they see a shift to cloud-based IT services resulting from the economy and tightening IT budgets, since cloud computing allows companies to hit the ground "without significant hardware or infrastructure investments." 8/17/2009 IContact Partners with HostGator to Serve Small and Medium-sized Businesses HostGator, a provider of shared, reseller, and dedicated Web hosting services has reportedly signed a partnership agreement with iContact, a provider of e-mail marketing services to small and medium-sized business, for using iContact for all of its e-mail marketing needs and to offer iContact services to all its customers. 8/17/2009 Call Center On Demand: Integrated Software Delivers Optimal Customer Experience To try and empower companies to bridge the gap between a cost center and corporate benefits, proven providers are now offering on-demand call center software. Through an on-demand platform, call centers can utilize a number of powerful tools within the software, without expending beyond the corporate budget. 8/14/2009 TIE Technologies Debuts WhirlwindHosting Service for SMBs TIE Technologies, Inc reportedly announced the introduction of "WhirlwindHosting" a service designed to provide a fully integrated Web site hosting, ecommerce and loyalty promotion service suitable for small and medium sized businesses and e-retailers. 8/14/2009 Sant Goes Into the Salesforce.com Cloud Salesforce.com has announced that The Sant Corporation, vendor of proposal and sales document automation software, has switched to running its entire business in the cloud with Salesforce CRM. 8/13/2009 |
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