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RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on RightNow’s strong self-service platform with the addition of agent-scripting technology, a desktop add-in framework, and guided assistance. RightNow has also bundled many of its contact center features into a new software package. It includes the agent scripting introduced in November 08, feedback features, and cross-sell and upsell functionality.

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RightNow Adds Agent Scripting to Contact Center Toolbox

Avaya is targeting unmet pockets of user demand in the telecom industry with the release of three new offerings this week. Kevin Kennedy, who will be taking over as CEO in January, is appearing at VoiceCon on Monday to unveil the new products: a contact center product focused on outbound messaging and self-service, a speech-to-text application, and a unified communications package that bundles licenses of various products. The unifying theme of the rollout is Avaya’s go-to-market strategy of deploying technology that makes life easier for the business user.

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Avaya Aims to Shore Up Efficiencies With New Communication Tools

Oracle introduced a new collaborative platform called “Beehive” at OpenWorld last week. To be sure, it was hardly the only announcement the enterprise software vendor made — but it did serve as grist for many bloggers. Oracle is basically jumping on a bandwagon in the collaboration space, said David Brunet, principal at Mipro Consulting and an OpenWorld attendee, as several best-of-breed vendors already offer such functionality. “[However,] it is still a good opportunity for Oracle. It has put all the various pieces together in one enterprise package.”

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The Buzz About Beehive

In version 7.5, SalesLogix’ latest product release, the company builds on the Web architecture and platform it introduced more than a year ago. For version 7.2, which debuted in spring 2007, SalesLogix rebuilt its architecture using standards-based, scalable Web technologies that set the stage for the company to expand in a number of directions. Now, with its v 7.5 upgrade, the company has leveraged the multiclient customization environment to incorporate a number of new Web 2.0 technologies, as well as a Web-disconnected user interface.

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SalesLogix Layers Web 2.0 Functionality Onto Buttressed Foundation

Four months out of the gate, Microsoft Dynamics CRM Online has been updated with Web 2.0 functionality to support Internet marketing campaigns, as well as other activities. The new features allow users to create and manage online and search engine campaigns; research and bid on keywords using search engine optimization; analyze return on investment on the keywords using click-through and conversion rates; and capture sales leads from the Web using pages hosted by Microsoft or the organization’s own Web site.

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Microsoft Loads Dynamics CRM With Web 2.0 Features