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RightNow Technologies will be introducingversion 8 of its CRM suite next Monday in conjunction with thecompany's eighth annual user conference and the 2006Gartner Customer Relationship Management Summit.RightNow 8 will be available in December 2006 ...

Continuing its quest to index all of the world'sinformation online, Google has released Google NewsArchive Search, a service that offers a wide selection of previously published material, some of it dating back centuries ...

Next week at its CRM Summit, Gartner will releasestatistics suggesting that in certain implementations, the Software as a Service model is not as cost-effective -- or even effective -- as earlier projections and experiences have led some companies to believe ...

Google has announced that it will comply with a Brazilian court's order to turn over data that couldidentify users of its social networking site, Orkut, who are suspected of illegal activities such as child pornography ...

The supply chain management applications market grew by 3 percent to US$5.6 billion in 2005, according to a new report by AMR Research. It was the second year of growth for the sector, and it exceeded the firm's expectations of a 1 percent increase. 2006 promises to be even stronger, with AMR calling for a 7 percent increase as more and more companies refocus on SCM initiatives...

Many Americans have come to dread hearing a foreign accent when a customer service representative comes on the line, assuming that such agents will be ill-equipped to help them. In fact, asPart 1 of this two-part series notes, many would rather speak to someone blatantly rude or condescending than to a person whose English inflection differs from their own...

There is a new browser available for Internet users seeking a more private way to surf the Web -- a group that has suddenly become much larger in the wake of AOL's accidental disclosure of some members' search terms. Called Browzar, it has been launched by Ajaz Ahmed, founder of the Freeserve ISP in the United Kingdom ...

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 ...

China has announced it will adopt a digital TV broadcast standard that will combine two systems developed by the Tsinghua University and Shanghai Jiaotong University ...

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

Computer hackers stole the credit card information and some personal data of approximately 19,000 customers who purchased DSL equipment via AT&T's online store. Subscribers to its service, though, were not affected ...

A week or so after Hurricane Katrina roared out of the Gulf of Mexico and devastated huge portions of the coast, it became clear to officials at the Louisiana Department of Economic Development that they would have to rethink their long-term game plans ...

Microsoft is preparing a patch for a vulnerability in its digital rights management application that is currently being exploited by a program circulating the Web. The program, called FairUse4WM, disables the DRM protections in Windows Media Player 10 and 11 files and has been used to access music purchased through subscription services ...

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 ...

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

Google's presence in Brazil might be threatened by a dispute with that government's law enforcement agency over user data. Brazil's public attorney has filed suit against Google demanding information on users of its social networking site, Orkut, who are suspected of engaging in child pornography and other illegal activities ...

Sprint has entered the hostedcontact center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered byAvaya technology ...

Microsoft's efforts to build out its advertising network received a considerable boost with the announcement that Facebook has signed on with the company to receive online advertising services ...

YouTube is exploring ways to monetize its traffic flow of 100 million downloads a day by launching a pay-for-play video advertising service. Its inaugural spot is a promotion for Paris Hilton's new album, "Paris." ...

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 ...