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Intervoice has just introduced new self-service voice products based on SCXML -- a dialogue language that can be used in multiple contexts and, most intriguingly for vendors and end users, multiple modes. In Intervoice's case, it has incorporated a runtime-service-orchestration engine based on SCXML...

When Wal-Mart imposed its seemingly -- to the suppliers at least -- draconian RFID mandate, it also held out the future promise that the cost of the technology would someday be quite affordable, perhaps as low as 5 cents per tag. That day hasn't come -- at least not yet. Currently, the cost of passi...

When Royal Caribbean tapped Steelcase Applied Research to help it outfit a new call center in Oregon, the cruise line didn't require any guidance on what chairs it wanted its reps to use. In fact, the company had given a great deal of thought to what might seem to outsiders to be the most basic of a...

Open source CRM vendor SugarCRM is adding service-related capabilities into its product line now that it has solidified its hold on marketing and analytics. The firm just released Project Management for its Sugar Professional and Sugar Enterprise product lines. In April, it will be announcing the av...

Salesforce.com's Spring '07 release, specifically the AppSpace product, is being hailed as a quantum leap forward in functionality that will support users in fulfilling their corporate missions. AppSpace, which hasn't been activated as yet, is a new product that provides users with a place to engag...

In his keynote address at Microsoft's Convergence 2007 conference in San Diego last week, CEO Steve Ballmer included a preview of the company's upcoming Dynamics CRM application, code-named "Titan." The biggest change in Titan is its full multitenancy -- that is, it uses the same multitenant code ba...

SAP has ratcheted up its campaign to increase its middle market customer base with the rollout of several new applications. At the CeBIT trade fair now taking place in Hannover, Germany, the company introduced an enhanced All-In-One application that offers some 80 micro verticals and is componentize...

FrontRange has acquired Enteo, a privately held Germany-based company, at undisclosed terms. The firm's product offerings include applications for patch management, distribution of operating systems and applications, license management and compliance, and configuration management. It has 1,200 custo...

Without a doubt, adoption and use of radio frequency identification accelerated dramatically when Wal-Mart and the Department of Defense gave their respective suppliers marching orders to implement the technology. However, suppliers for the most part were not happy with the additional costs and reso...

Microsoft is introducing a number of productivity tools to its Dynamics product line that should extend ERP functionality and data throughout the enterprise using the familiar user interface and productivity tools in the Microsoft Office system. This release -- specifically a licensing package of Mi...

SugarCRM, a provider of commercial open source CRM software, is expanding its reach to Europe -- an essential step for any small, high growth software company more than a few years old. The company is opening its European headquarters in Dublin, Ireland. Company cofounder Clint Oram will be the gene...

Avaya is moving further into the communications collaboration space with its latest tool, Communications Enabled Business Processes. The software-and-service combo offering embeds Avaya Intelligent Communications products into a business process -- such as a production line's crisis communications a...

Adoption and use of radio frequency identification accelerated dramatically when Wal-Mart and the Department of Defense gave their respective suppliers marching orders to implement the technology. However, suppliers for the most part were not happy with the extra costs and resources that had to be d...

When Oracle announced it had agreed to buy the business intelligence vendor Hyperion for $3.3 billion, executives did not waste time explaining one of its motives. "Hyperion is the latest move in our strategy to expand Oracle's offerings to SAP customers," Oracle President Charles Phillips stated. "...

Etelos, a provider of open source hosted Web 2.0 applications, has released a beta version of a CRM tool designed to work with Google Apps, a commercial suite of office applications Google introduced last week. The Etelos product is integrated into Google's platform. The application, called "CRMforG...

Oracle has agreed to buy BI heavyweight Hyperion Solutions for $3.3 billion in cash. The move follows SAP's acquisition of BI vendor Pilot Software last month, illustrating the trend among ERP providers to enhance their operational backbone products with performance management, a subsector in the bu...

As it does every year, Beagle Research has investigated emerging technologies and developments in the CRM space, singling out for accolades a handful of leading companies in its report -- aptly named "CRM WizKids." This year, the report highlights eight winners: Cast Iron Systems, Centive, Echopass,...

Salesforce.com officially unveiled its new software for the wealth management industry, confirming rumors that it won a 25,000-seat contract with Merrill Lynch to deploy the application. By itself, the Merrill Lynch deal is a noteworthy event. Increasingly, large firms are incorporating Software as ...

Small businesses have typically shied away from complex software deployments. CRM, for instance, still has a low penetration rate in this end of the market despite the number of offerings from such firms as Microsoft, Salesforce.com, FrontRange, Sage and others. These firms' evangelization efforts h...

SAP has purchased business intelligence vendor Pilot Software for an undisclosed sum. The newly acquired functionality will sit on top of the NetWeaver platform, thus allowing SAP customers to integrate their applications into it, Sanjay Poonen, senior vice president and general manager of analytics...