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Earlier this month, Sage Software announced it had acquired one of its longtime partners, Corum, a Canada-based provider of CRM technology. It was a significant deal for the company, said Dave Batt, senior vice president and general manager of Global CRM, as the acquired technology matches one of th...

ATG has announced that it will acquire e-commerce best-of-breed vendor eStara in a US$48.3 million cash-and-stock transaction that will increase ATG's market share and bring new niche functionality under its umbrella. eStara specializes in click-to-call technology -- an online e-commerce tool that l...

Both large and small companies plan to expand their average budgets for enterprise portal initiatives by 35 percent to 40 percent in the coming year, according to a new report from Aberdeen Research. Drivers behind this demand include initiatives to extend business applications across the enterpris...

Sage Software, the U.S. subsidiary of UK parent Sage Group, has acquired Corum, a privately held software consulting and development company that specializes in mobile CRM technology. Sage has partnered with Corum for several years, integrating the Canada-based firm's mobile platform with the SalesL...

Unica has introduced the latest version of its enterprise marketing management suite, Affinium 7. Over the past few months, the company has been rolling out modules of version 7, including applications for marketing resource management, campaign management, optimization, predictive analytics and We...

A new product from eTalk, Qfiniti Assist, provides contact center agents with knowledge management support while they are on the line with a customer. The tool combines speech recognition and enterprise search technology to identify the information the agent needs in order to answer a client's quest...

CosmoCom has introduced Version 4.6 of its Universe contact center software platform. New enhancements include improved reporting functionality, IP Centrex integration, and new networking functionality -- namely, the introduction of a new, proprietary NAT Traversal capability. Also, this version co...

Sage Software introduced the latest version of ACT, ACT by Sage 2007, last week. It includes ACT 9.0, ACT by Sage Premium for Workgroups 2007 9.0, ACT by Sage Premium for Web 2007 9.0 and ACT for Palm OS 2.0. Sage has also introduced more than 40 new add-on modules for the ACT by Sage 2007 9.0 cont...

CTI Group, a provider of online billing, self-care and communication management applications, has released a hosted call recording product. In general, on-demand contact center applications have been proliferating over the last year. CTI Group's new product, called "SmartRecord IP," differentiates i...

Salesforce.com has unveiled its Winter 07 upgrade, which features first-time support for softphone -- that is, computer telephony integration, or CTI -- connectivity. It also includes new interactive calendar design and task management capabilities, as well as additional integration tools. A new AJA...

RightNow Technologies will be introducing version 8 of its CRM suite next Monday in conjunction with the company's eighth annual user conference and the 2006 Gartner Customer Relationship Management Summit. Representing a US$25 million, two-year investment, version 8 has a completely rearchitected u...

Next week at its CRM Summit, Gartner will release statistics suggesting that in certain implementations, the Software as a Service model is not as cost-effective -- or even effective -- as earlier projections and experiences have led some companies to believe. In fact, through 2010, 75 percent of c...

The supply chain management applications market grew by 3 percent to US$5.6 billion in 2005, according to a new report by AMR Research. It was the second year of growth for the sector, and it exceeded the firm's expectations of a 1 percent increase. 2006 promises to be even stronger, with AMR callin...

Dell made headlines a few years ago with the announcement that it was bringing its Indian-based contact center operations back to the U.S. because of customer complaints of poor service. Since then, however, apparently unable to resist the lure of cost benefits, the company has sent additional opera...

Avaya has updated its flagship contact center software application, Interaction Center, with new features that make it easier for developers to build agent portals to their own specifications and needs. This latest iteration of the application, version 7.1, is taking aim at a pain point that many ve...

Oracle has released PeopleSoft Enterprise Performance Management 9, an integrated suite of analytic applications that is part of Oracle's PeopleSoft Enterprise 9 suite. New features include expanded enterprise planning and compliance management capabilities and new industry functionality in the hig...

American consumers would rather have to deal with a rude or condescending customer service agent on the phone than one who speaks with a foreign accent, according to a survey released earlier this year. The survey seemed to indicate that the arguments against outsourcing of certain operations -- fro...

Contact centers will dramatically increase the adoption of Voice over Internet Protocol technology over the next few years, the Yankee Group projects. This long-awaited development will be driven in some part by related growth in the number of home agents. The VoIP adoption rate in North American co...

Sprint has entered the hosted contact center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered by Avaya technology. It is Sprint's first toll-free VoIP product, Barry Tishgart, director of product marketing, told CRM Buyer. "We have always su...

First it was support for e-mail marketing, then it was a user interface that displayed real time system data -- also known as the "Dashboard." Now the latest must-have feature in on-demand CRM, at least as evidenced by two separate offerings, is paid search. Both NetSuite and Salesforce.com have in...