Technalign's 3.1 CRM/SCM, Graham Tech, Neocase 10.5 Released, Interactive Intelligence Results, Syntellect in Malaysia

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Technalign's 3.1 CRM/SCM, Graham Tech, Neocase 10.5 Released, Interactive Intelligence Results, Syntellect in Malaysia

The news as of the first coffee this morning, and the music is Elvis Costello's This Year's Model:

Technalign has announced the launch of Version 3.1 of its CRM/Supply Chain Management application, which is now available for download on a 30-day trial. The CRM provides on demand, real time statistics for the sales force, credit, and support teams, according to company officials.

The new release includes many new functions, including consignment orders, credit processing, and invoicing capabilities. Hiatlantis provides enterprise-wide resource planning using the Funnel/Pipeline reporting functionality, and a new support routing function has been added to allow support managers to better route support incidents to appropriate support personnel.

Hiatlantis, Technalign officials say, provides customers with "an inexpensive scalable product allowing a company to grow and not be held back." It uses a Web browser on the client side for interaction with the system regardless of platform, and is accessible anywhere an Internet connection is available.

Dianne Ursini, CEO of Technalign, said the company "needed to improve on the functionality of the system for management to get a clearer picture into future sales and provide the necessary tools to inform sales of any issues." The support incident system "provides companies supporting a product the ability to provide service based on service level agreements," she said.

Hiatlantis has the ability to import Zapdata for sales force leads. Sales teams may track sales calls and advancements, while management teams may drill down within the prospect lists, making certain the information is at their fingertips to make informed growth decisions.

The sales force effectively manages and shares leads while tracking opportunities through the complete sales cycle effectively.

UK energy provider ScottishPower has been recognized for the excellence of its online service, and ScottishPower's IT Director Andrew Neilson, credits CRM vendor Graham Technology's Online Energy system for the success.

"We are delighted to have been recognized by USWITCH for the quality of our online service," Neilson said. "At the core of our success has been the process-based technology platform from Graham Technology."

ScottishPower has recently surpassed 500,000 online users and continues to grow. "Being able to reuse already defined business processes from one area of the business to the Online Energy system definitely helped," said Neilson. "We have also been impressed by the system's ability to scale -- we've gone from zero to over half a million online users with no problems."

Graham Technology has worked with ScottishPower on a variety of customer-facing technology projects and the value of using a business process platform as an underlying technology was realized during the Online Energy project.

A host of business benefits have been realized since the deployment of Online Energy, Neilson says from major reductions in inbound contact center queries to improved billing and customer service levels.

The Online Energy system allows customers to manage their accounts more efficiently and reduce paper bills by entering meter readings, and accessing, paying and amending bills online. It also allows new customers to register and apply, and generates quotes to calculate potential savings by switching supply to ScottishPower.

Neocase Software, a vendor of CRM and other customer support software, has announced the availability of Neocase 10.5, the newest version of its customer support offering for the U.S. mid-market.

Neocase CRM, the combination of Neocase 10.5 and Microsoft Dynamics CRM 3.0, delivers a CRM product for the full cycle of sales, marketing and customer service operations. Neocase officials say it provides "enhanced functionality that extends Microsoft Dynamics CRM 3.0, creating a completely unified bundle."

Building on the software's seven core modules, key enhancements integrated into Neocase 10.5 include Improved Asset Management, whereby companies who sell and support products, or who use Neocase 10.5 for internal IT support, will benefit from the flexibility of using additional user-defined fields to describe the product's configuration and components.

From one core screen, customer service representatives are able to see all associated contracts, accounts, contacts, cases, and components and, as needed, a picture or illustration of the product.

There's also Enhanced Reporting Capabilities -- the product comes bundled with a variety of standard reports that can be further customized to create and publish general and customized reports. Because Neocase uses Microsoft SQL Server Reporting Services as its reporting engine, companies using Neocase are able to create ad-hoc and company-standard reports that can be delivered to the screen, to the Web or on paper, as well as combine data elements from other systems and databases.

Syntellect, a vendor Customer Interaction Management products, has announced that Great Eastern Life Assurance, Malaysia's insurance company, has selected Syntellect's Apropos suite of contact center interaction management software to support customer inquiries in their new Health Service Division.

As a company committed to the "people" business, Great Eastern continues to meet its customers' needs with regard to financial planning, protection and savings. Syntellect's product will be an integral component in Great Eastern's initiative to improve service levels, customer satisfaction, dynamically manage contact center resources, and automate the customer interaction process for more than 2.6 million policies and 17,000 agents.

"Syntellect's product was chosen over the incumbent's product and other competitors due to its scalability, speed of deployment, integrated components, and customer references," says Raymond Low, Country Manager at ITApps, a Syntellect Partner and major consulting and integration firm in Malaysia which specializes in contact center and CRM technology.

Interactive Intelligence, a vendor of CRM and business communications software, has reported record revenues of $27.0 million for the second quarter, a 40 percent increase from $19.3 million in the same period last year. Product revenues were $14.4 million, an increase of 51 percent from the same quarter last year.

Net income was $2.3 million, with diluted earnings per share of $0.12, for the 2007 second quarter, up from $1.0 million and $0.05, respectively, in the 2006 second quarter. Net income includes expense for employee stock options for the second quarter of $806,000 in 2007 and $668,000 in 2006.

Dr. Donald E. Brown, Interactive Intelligence CEO, said there were three orders totaling over $1.0 million, among several significant customer orders, and "we're nearing the release of another significant version of our software."

For the six months ended June 30, 2007, revenues were $51.2 million, a 38 percent increase from $37.2 million in the same period in 2006. Net income for the six months ended June 30, 2007 was $3.9 million, with diluted earnings per share of $0.20, up from $2.0 million and $0.11, respectively, in the same period last year. Net income includes expense for employee stock options of $1.5 million in 2007, and $1.2 million in 2006.

As previously disclosed, during the second quarter of 2007 the company acquired certain intangible and other assets of the professional services division of Alliance Systems Ltd. and paid $853,000.

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