Call Center CRM For Mid-Sized companiesAvaya Inc., a Basking Ridge, N.J.-based provider of business communication applications, systems and services, has enhanced its Avaya Contact Center Express for medium-sized businesses. The software enhancements include a new Microsoft CRM connector that identifies incoming calls received by the contact center and provides an appropriate pop-up with customer history on an agent's screen. The connector also enables agents to click a button on their Microsoft CRM screen to place outgoing calls. Contact Center Express now also handles and routes instant messages from customers using Microsoft Messenger. Other enhancements include simplified management tools, easier e-mail handling and spell-checking, greater customization capabilities and more detailed reporting.

IVANS Launches NetGuardian for Insurance Agencies

IVANS Inc., an Old Greenwich, Conn.-based provider of networking and software solutions for the healthcare and insurance industries, has released IVANS NetGuardian, a managed online security solution designed to be the first line of defense for small businesses. NetGuardian integrates anti-virus, anti-spyware, firewall and intrusion-prevention capabilities in one solution. It is fully configured and ready to install with access to free tele-installation support. It's monitored 24/7 and updated automatically.

Updated Terror Risk Tools

Newark, Calif.-based Risk Management Solutions (RMS) has released its Global Geocoding platform and upgraded global terrorism risk and terrorism scenario models. Version 5.0 of the RiskLink and RiskBrowser software platforms captures exposures in 228 countries, enabling users to identify and manage accumulations across multiple lines of business. Geocoding has been expanded to 150 countries, with street-level resolution across Western Europe and a combination of street address and building-level geocoding in the United States.

Fiserv Offers Nautilus for SOX

Fiserv Inc., Brookfield, Wis., has launched its Nautilus solution for compliance with the Sarbanes Oxley Act. Nautilus SOX provides an automated, searchable system for documenting internal controls and business processes. With Nautilus SOX, users can create, collaborate, log, execute and conclude business transactions in a structured environment. Users across an organization can immediately access information regarding a process or project, including all outstanding issues, approvals, statuses, discussions and communications. The framework of pre-defined indexes and templates is designed to make it easy to monitor and record all external and internal events affecting SOX compliance-from risk assessment to controls testing and remediation. Notifications and scheduled reviews can be set up to ensure that important deadlines are met, and the system can automatically route content between collaborating participants.

Horizon Unveils .NET Admin System

Horizon Systems & Services, Sheboygan, Wis., has unveiled its All*Points policy administration system. All*Points is a real-time, browser-based solution running on Microsoft .NET. Its features include remote access for agents, interface with comparative raters and agency management systems, XML support and an underwriting rules engine."

DataDelta Provides Single Customer View Analysis

DataDelta Inc., Greensboro, N.C., has launched a "Single Customer View Accuracy Analysis Service" based on its proprietary business-rule analysis technology. In as little as one day, the service evaluates the accuracy of a company's current customer data integration (CDI) systems, according to DataDelta. It also identifies potentially critical errors impacting marketing and compliance applications, such as for Sarbanes-Oxley and Basel II. DataDelta's patent-pending technology works with existing CDI systems from vendors such as Firstlogic, Trillium Software, Ascential, Acxiom, Experian, DataFlux and others.

LOMA Launches Bilingual Representative Evaluator

LOMA, an Atlanta-based member association of financial services companies, has released LOMASelect REPeValuator Bilingual. This Web-based simulation assesses critical skills of contact center candidates who are seeking positions that require communication in both English and Spanish. LOMASelect REPeValuator Bilingual measures on-the-job skills such as managing customer relationships, providing complete and accurate information, and managing call time. The simulation determines how well candidates deal with customers using Web chat and phone interaction, while providing a human touch.

EFT Feature ADDED For Homeowners Insurers

After working working with its electronic trading partners to eliminate the need for paper check remittance and to speed up payment processing time, San Ramon, Calif.-based ELIOS has launched a new electronic fund transfer (EFT) feature for homeowners insurers. Designed to eliminate paperwork, the feature also enables an insurance company to be notified immediately when a mortgagee is no longer the lender on the insurance policy. The company claims this will improve customer satisfaction and retention in some cases where financial institutions are acquired or merge, or blocks of loans are sold, and insurers cancel policyholders for nonpayment.

Detailed Property Ownership Info Available

Risk Metrics Corp., a Boca Raton, Fla.-based developer of a Web-based prospect tracking system called ProspectBase, has made detailed property and property ownership information available for commercial insurance sellers. The new information is available through the company's ProspectMosaic product. ProspectMosaic is the combination of several key business information sources including DataLister's X-date and carrier of record system, third-party business information sources, premium estimates, and now property and property ownership details.

Exstream Adds 250 Enhancements to Dialogue

Exstream Software Inc., Lexington, Ky., has released version 5.0 of its Dialogue enterprise personalization software. Emerging out of an 18-month development cycle that included testing and deployment by more than 85 customers, Dialogue version 5 contains more than 250 enhancements, including seven new modules and a new Web-based interface that enables users to create and test rules-based marketing messages over the Internet for incorporation into documents at run time. Version 5 also includes enhancements to its interactive document environment, WebVerse, which enables companies to rapidly build and deploy all types of interactive document systems.

AIS Offers Service To Identify Workers' Comp Fraud

In response to rising workers' compensation claims, American Investigative Services (AIS), Greenville, S.C., is offering a process approach to determine the existence of workers' compensation claim fraud. By leveraging its expertise in law enforcement and professional investigative services, AIS works with companies at the onset of a worker's injury, implementing an investigation that includes a detailed claim analysis using specialized surveillance equipment and computer technology.

Sircon Launches Web-Based Producer Express

Sircon Corp., an Okemos, Mich.-based producer licensing management system provider, has launched Producer Express. Producer Express is an on-demand Web-based service that functions as a strategic platform designed to help carriers grow their producer networks quickly by streamlining the licensing process. The Web service enables carriers to manage electronic hiring and contracting packets between field and home offices, which are needed to bring new producers on board. These packets contain "intelligent" documents designed as exact renderings of a carrier's paper forms. The documents move electronically as a secure package between the applicant, carrier and the state, with the ability to add secure electronic signatures.

KCI Enhances CPM Software

KCI Computing Inc., Torrance, Calif., has released version 8.7 of its CONTROL corporate performance management (CPM) solution. The newest version includes improvements to its administrative framework designed to enable individuals or groups to create special purpose reports, books, forms and models while maintaining centralized management. Version 8.7 also is designed to make it easier for even the casual user to customize an application's navigation interface. The new version contains a remote asynchronous job module to allow tasks such as running a script to be off-loaded to a remote application server for either immediate or deferred scheduled processing, and users can now freeze a picture of rendered data to eliminate the computational overhead on future retrievals.

Yankelovich Unveils Marketing Tool for Insurers

Chapel Hill, N.C.-based marketing consultancy Yankelovich Inc., has unveiled Attitudes in Action-a tool designed to link the attitudes of individual consumers to insurance-specific product behaviors. Attitudes in Action enables marketers to tailor their messages to a particular individual's wants and needs and target their offers to attitudes linked to individual names and addresses. The tool develops data links to consumers' attitudes about relevant issues such as customer service, trust, and privacy and connects them to insurance products and services. The database also divides the products and services into attitudinal segments, with names indicating behavior, such as "Seeking Incentives," "No Penalties" and "High Expectations."

Bluebook Makes Source Code Available

The Bluebook International Inc., a Lake Forest, Calif.-based data and software services provider to the property and casualty insurance industry, will offer a license of its multi-line claims workflow, vendor management and estimating solutions which includes the source code. The company is making its source code available to satisfy the needs of larger enterprise clients who need internal control of the technology. Bluebook will also offer integrated access to its InsureBASE underwriting and total loss settlement solution.

FirstLogic Offers Oracle Address Validation Adaptor

Firstlogic Inc., La Crosse, Wis., is offering a Web-services architected address validation adapter for the Oracle E-Business Suite. Firstlogic's IQ8 address validation adapter validates and cleanses U.S. and international addresses stored in the common data model beneath the Oracle E-Business Suite, including the Oracle Customer Data Hub. The adapter is available for implementation in a single application of the Oracle suite-such as Oracle Financials-multiple applications, or the entire suite.

Norvax offers E-mail Auto-Responder for Agents

Norvax Inc., a Chicago-based developer of Web-based sales and customer communication tools for the insurance industry, has introduced LeadMiner, an e-mail auto-responder. Available in three versions-Basic, Pro and Marketer-LeadMiner is designed to enable agents to automatically send a continuous flow of e-mails to prospects over a specified timeframe. LeadMiner Pro goes one step further by automatically sending HTML and text e-mails with instant, integrated health insurance quotes. LeadMiner Marketer also has 25 sales-driven marketing letters and a custom-designed, programmed template with the agent's information.

Nuance Releases Caller Survey Application

Menlo Park, Calif.-based voice automation firm Nuance Communications Inc. has released FASt Caller Survey as part of its Nuance Flexible Application Suite. The Nuance FASt Caller Survey includes application templates and services designed to help companies rapidly deploy voice-enabled customer satisfaction surveys. Targeted at the financial services, insurance, health-care, retail, and telecommunications industries, a Nuance FASt Caller Survey presents callers with five directed questions and one open-ended question. Questions can be selected from a pre-built list, or they can be customized to refer to a specific service or for any other purpose.

CCH Develops Web-Based Claims Compliance Tool

After surveying claims professionals at some the nation's largest insurance companies to identify their most pressing compliance needs, CCH Insurance Services, Acton, Mass., has added AuthenticWeb for Claims to its cadre of compliance tools. Designed specifically for claims operations, AuthenticWeb for Claims is a Web-based workflow tool that features regulatory research and forms and access to all rules affecting claims. Reviewed by CCH's compliance experts, every regulation and requirement contains summaries and other analysis to help operational staff quickly identify rules across multiple jurisdictions.

Tools for Homeowners to Review Insurance-to-Value

Xactware Inc., Orem, Utah, has launched a collaboration tool today that enables homeowners to review and approve their insurance-to-value calculations. This new tool, called XactInfo, automatically sets up a personalized Web site for each homeowner and displays a copy of the information recorded about the home during the initial valuation-such as total square footage, features and finishes. Homeowners can use the site to directly communicate with insurance agents and other interested parties.

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