VOICE SELF-SERVICE AND CUSTOMER INTERACTION MANAGEMENTThe customer interaction management software suite from Genesys Telecommunications Laboratories Inc., headquartered in Daly City, Calif., enables SAP solutions to integrate with voice self-service functionality from Genesys' Voice Platform. The integration of voice self-service with the back and mid-office is designed to simplify access to SAP solutions and make them available to a larger set of users across the organization.


American Para Professional Systems Inc. (APPS), a Jericho, N.Y.-based provider of paramedical exam services utilized in underwriting life and health insurance policies, and E-Z Data Inc., a Pasadena, Calif.-based provider of front-office systems, reached a mutually beneficial services agreement. E-Z Data's Web-based SmartOffice for Agency Management and Windows-based Commerce Agency agency management solution will be integrated with APPSNet, an APPS internal case management system, to provide life insurance agents, brokers and carriers with electronic ordering and status capabilities for paramedical services.


Quality Care Solutions Inc. (QCSI), a Phoenix-based provider of advanced information technology and enterprise application software and services for health insurers and benefits administrators, launched its end-user training program. The Web-based initiative, part of QCSI's Knowledge Transfer and QNXT and MyHealthBank Certification program, is designed to provide on-demand, customizable and role-specific training to claims processors, member services representatives and other "front line" employees at any computer with Internet access. Three modules are currently available: Claims Processing, Member Services and Authorization & Medical Management. As other modules become available they will be included in the End-User Training Suite.


Intellitactics Inc., Reston, Va., released its latest Security Manager software, designed to simplify implementation and administration of security information and event management (SIEM). The system analyzes security events against selected controls to limit risk and maintain compliance; maps security events to controls from leading frameworks such as NIST and ISO 17799, and provides automated scheduling and distribution of reports in multiple formats including PDF, HTML, and CSV. New to the release is control monitoring and reporting: An automated alert assignment and notification and Web-based repository of published reports is also included.


CA, Islandia, N.Y., released a portfolio of new technology, services and training programs designed to help customers more effectively implement and automate ITIL (IT Infrastructure Library) best practices. The CA Service Management Accelerator consolidates and reconciles disparate sources of IT-related data in the context of business priorities and features a new dedicated configuration management database (CMDB) that provides a common repository for all asset information and maps assets to the business services they support.


Insightix, Framingham, Mass., released Insightix Network Access Control (NAC), which provides complete contextual IT infrastructure information to serve as the basis of a network access control policy. The software constantly monitors the network to provide accurate IT infrastructure information and detect in real-time any new device that connects to the network.

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