Dennis Callaghan

Pivotal Software announced that it began shipping its new Pivotal Service customer service software suite Tuesday, just one day after an executive shakeup that saw its chief operating officer resign. The Vancouver-based companys new suite–which includes modules for multichannel customer contact centers, Web-based self-service and service analytics, promising increased response times at reduced costs–comes at […]

Ongoing rumors that Nortel Networks would sell its Clarify CRM software unit to SAP AG turned out to be just that, rumors, after Nortel announced the sale of Clarify to Amdocs Ltd. Tuesday for $200 million in cash. Amdocs is a provider of customer relationship management, billing and order management systems to communications companies as […]

Actuate Corp. on Monday announced the release of its e.Spreadsheet Server, extending its Web reporting technology to Microsoft Corp. Excel spreadsheets. The new product, part of Actuate 5, Service Pack 2, enables users to view and update Excel spreadsheets through a Web browser and forward them on to other users. Edward Newman, a Web services […]

Information technology professionals are most concerned with mobile and wireless technology issues, according to the results of a Gartner Inc. survey released Tuesday in advance of the companys Symposium/ITxpo in Lake Buena Vista, Fla. next week. Not surprisingly in light of recent events, disaster recovery and business continuity also made the top five list, coming […]

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 […]