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Convergys (WWW.COnvergys.com) is now making multichannel interaction management easier, more déployable, flexible and affordable with the 5.0 release of its Dynamic Decisioning Solution. The offering codifies, centralizes and uses real-time business rules and policy management driven by customer data. While previous versions required data and event access behind the firewall. Dynamic Decisionmg Solution 5.0 is déployable completely in the cloud. This feature effectively eliminates operational differences between implementing Dynamic Decisioning Solution locally versus remotely in an on-demand mode.
Gryphon Networks (www.gryphonnetworks.com) has updated its PrivacyAdvisor solution to deliver guaranteed compliance and preference management di reedy integrated with Salesforce CRM into that software's lead, contact and account screens. It is reportedly the first tool to use an easily understood traffic light metaphor to simplify compliance, with green signaling "Ok to Contact" and red warning "Not Ok to Contact." Features include exemption management to preserve leads and prevent over-suppression, opt-outs that can be added or removed by customer preference, bulk certification of hundreds of thousands of records and installation via web link for off-the-shelf simplicity.
Interactive intelligence (www.inin.com) is working with an unidentified social media analytics firm to provide an application that would enable customers to capture any mention of them or their products/services on the social Weh. including sites such as Facebook, !witter, You'Iube blogs and forums. Illese mentions would then be e-mailed back to the mosi appropriate representative or department using the Interactive Intelligence soirwar.es multichannel queuing and routing...