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ATG has introduced a service center application for its e-commerce suite, ATG Commerce, that builds on some of the company's previous acquisitions. The Commerce Service Center contact center application integrates e-commerce functionality with back-end order administration, sales support and custome...

Oracle has released Contact Center Anywhere 8.1, an application that builds on its acquisition of Telephony@Work, an on-demand provider of IP-based software infrastructure for hosted contact center services, made exactly a year ago. Oracle Contact Center Anywhere 8.1, is a multimedia IP-based contac...

Next year, when taxpayers call the IRS for help answering questions as they fill out a return, they will know how many minutes they will have to wait on hold before they can speak with an agent. Earlier this year, constituents may not have known how long they would be holding, but some may have noti...

The saga of the $54 million lawsuit against a Washington, D.C.-area dry cleaners over a missing pair of pants has come to an end, with Washington Superior Court Judge Judith Bartnoff ruling that the plaintiff, Roy Pearson, had not proven the store had lost the pants. Now, Pearson, an administrative ...

A new survey conducted by the Computing Technology Industry Association shows that while vendors are gearing up for greater use of radio frequency identification applications in the supply chain, customers have been slow to accept them. A whopping 84 percent of technology resellers, solution provide...

Nuance Communications, the lead vendor in the growing speech-recognition software category, plans to acquire Time Warner's Tegic Communications for $265 million. The acquisition will add $45 million to $48 million in net revenue in fiscal 2008, the company reported. The addition of Tegic, which dev...

Oracle is enhancing the mobile options it offers to Siebel CRM On Demand customers through partnerships with best-of-breed application vendors and device manufacturers. Earlier this year, for example, it announced a partnership with BlackBerry maker Research In Motion. More recently, it struck a dea...

Salestream Software has launched an upgraded version of its e-mail marketing add-in for Microsoft Outlook. PoliteMail 2.0 allows users to craft 1to1 marketing messages instead of generic e-mails. Its major selling point is that users don't have to leave Outlook to use PoliteMail. Additionally, the n...

Oncontact Software has released a new version of its CRM suite that is fully interoperable with Microsoft's Windows Vista operating system. This is the first release in a two-part rollout: Oncontact will release an enhancement to its Web offering in August. Designed to be installed with little integ...

ATG has updated its e-commerce platform to include automated affinity selling for retailers and other e-commerce providers. It is the biggest update the vendor has made since it rolled out its v. 6.4 platform last summer, spokesperson Tucker Walsh told CRM Buyer. This release enhances the company's ...

ACT has introduced its second industry-specific vertical -- this one in the financial industries sector -- following its ACT for Real Estate release. Like the first vertical, this release is built on ACT's core base with the industry-specific features incorporated into the core product line. The new...

Call center software developer CosmoCom normally has an appetite for enterprise-scale customers. Now, it is employing a new business model with a product introduced in South Korea aimed at small and mid-sized businesses. CosmoCom teamed with KT Networks -- a company within the Korea Telecom family f...

Microsoft is slated to garner the majority of IT development spending over the next six months, according to a survey of more than 300 developers by Evans Data. The reason is more complex than Microsoft's dominance on the desktop or in corporate IT. Rather, developers are gravitating to Microsoft a...

If the reports of Avaya's acquisition are accurate, Texas Pacific Group and Silver Lake Partners are near to closing the largest leveraged buyout of a computer networking company. Avaya, TPG and Silver Lake are declining to comment, but reports say the two private equity firms will pay about $8 bill...

Avaya is reportedly negotiating with private equity companies and at least two competitors about selling portions or all of its multifaceted telecom portfolio. Private equity firms are dazzled by Avaya's $6 billion cash flow and low debt levels. Silver Lake, a private equity firm that specializes in...

What should companies do -- and what should they refrain from doing -- when reacting to blog postings about their products or services? Robert Cox, president of the New York-based Media Bloggers Association and a consultant to consumer packaged goods companies, has very specific ideas on the subject...

Oracle has taken what it deemed to be the best CRM features from Siebel 8 and PeopleSoft 9, as well as some of its own native functionality, and incorporated them into its latest E-Business Suite release, version 12. "There have been improvements made across all three applications," Mike Betzer, vic...

Salesforce.com and Google clearly hold each other in high esteem. Just how deep that mutual admiration runs is suggested by news that the two companies are working through details of a potential partnership. Possible developments from the reported tie-up could be a Web-based tool for integrating Goo...

Interactive Intelligence has introduced a mobile offering that duplicates many of the IP telephony functions available to workers on their desktop phones. Interaction Client, Mobile Edition provides users with presence management; company directory look-up; Microsoft Outlook contact access; call con...

ValueAct Capital and Silver Lake, which focuses on large-scale investments in technology-driven growth industries, will purchase 100 percent of the outstanding equity interests in Acxiom in an all-cash transaction valued at $3 billion, which includes the assumption of approximately $756 million of d...