Dennis Callaghan

An upgrade to rightnow Technologies Inc.s eService Center online customer service software includes Web self-service enhancements. Web eService Center Version 5.0, which began shipping last week, provides customer assistance via e-mail, live chat and phone, all using a common knowledge base. One self-service enhancement is the “Browse for Answers” technology that automatically organizes the customer […]

As Siebel Systems Inc. introduces the long-awaited Web-designed version of its CRM software suite this week, the companys customer relationship management dominance could be slipping, particularly with small and midsize businesses. The new architecture in Siebel 7, which the company will announce at the Siebel Worldwide User Week conference in Chicago, has got current and […]

Messaging security was the theme of product rollouts from Sybari Software Inc. and Authentica Inc. at the Microsoft Exchange Conference 20001 show in Orlando, Fla., Monday. New and upgrade versions of Sybaris Antigen software promise to stop intrusions from viruses and other sources into Microsoft Corp. Exchange messaging systems. Authenticas MailRecall products impose controls on […]

Siebel Systems Inc., the acknowledged market leader in operational customer relationship management software, made a huge leap toward strengthening its analytical CRM offerings with the acquisition of nQuire Software Inc. The value of the deal, which was announced today at Siebels Worldwide User Week conference in Chicago, was not disclosed. Siebel, of San Mateo, Calif., […]

As Siebel Systems Inc.s worldwide user week conference gets under way in Chicago next week, the issue of how much return on investment CRM applications deliver is sure to be raised, especially since Siebel products tend to be more expensive than other customer relationship management applications. Enter Quixi Inc., previously known for CRM add-ons that […]

Online file-sharing service Napster Inc. has reached a preliminary agreement with the National Music Publishers Association Inc. to settle the latters lawsuit against it. The agreement, announced this week, calls for Napster to pay music creators and copyright owners $26 million in settlement of damages for past, unauthorized uses of music. Napster will also pay […]

Their destructive force still terribly fresh, the blasts that leveled the World Trade Center and tore open the Pentagon have shaken the foundation of Americas freedom and expectation of privacy. New efforts to expand law enforcements surveillance powers beyond simple wiretaps are getting overwhelming legislative support in a nation that now considers itself at war. […]

Hyperion Solutions Corp. is planning a push to make its data warehousing and business intelligence applications enterprisewide in scope, making it easier for departments and business units to share information and giving executives a broader view of a companys business. The new road map for the Sunnyvale, Calif., companys software, which will be rolled out […]

As Siebel Systems Inc. prepares to announce the long-awaited Web-architected version of its customer relationship management software suite next week, the companys CRM dominance could be slipping, particularly in the midmarket. Theres no question that many Siebel customers-existing and prospective-will welcome the launch of Siebel 7, which is expected to be announced at the Siebel […]

An upgrade to RightNow Technologies Inc.s eService Center online customer service software includes Web self-service enhancements. Web eService Center Version 5.0, which will be formally announced Monday but became available this week, also provides customer assistance via e-mail, live chat and phone, all using a common knowledge base. One self-service enhancement in this version of […]