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News Briefs

  Online News published in DM Direct Newsletter
November 10, 1999 Issue
  By Rachel Rasmussen

Seven Products Chosen to Compete for Pioneering Product of 1999

The Data Warehousing Institute (TDWI), the premier educational association in the data warehousing industry, announced seven finalists in the 1999 Pioneering Products competition. TDWI?s Pioneering Products Competition recognizes innovative solutions that are most likely to significantly impact the data warehousing market.

"The competition was extremely competitive this year with nearly 40 high-quality, leading-edge solutions vying for a finalist position," said Richard A. Rist, vice president of research and education for TDWI. "It was exciting to review the new technologies that range from improved performance and management and operations technologies to new solutions that focus on the exploitation of the data warehouse for business users."

The seven finalists will compete in the head-to-head Pioneering Products Shoot Out on Wednesday, November 17 at TDWI?s Fifth Annual Leadership Conference, November 14-19, 1999, in Orlando, Florida. The Shoot Out will feature demonstrations by the seven finalists. Attendees of the Shoot Out will judge the new technologies and select the one product they believe holds the most potential to revolutionize the practice of data warehousing. The solutions will be judged for their innovation, usefulness, value, impact and uniqueness. The winning solution will be recognized as the Pioneering Product of 1999.

The following technologies and associated solution providers will compete for the Pioneering Product of 1999: DataStage Suite by Ardent Software, Inc.; c- Discovery by Digital Archaeology Corp.; SQL Server 7.0 by Microsoft Corporation; Retek Behavior Profiling by Retek Retail Solutions; SAP Business Information Warehouse by SAP America, Inc.; KALIDO by Shell Services International, Inc.; and iGuard by Teleran Technologies L.P.

Details on the 1999 Product Shoot Out and the seven finalists can be found at:

WebEx Launches WebEx Support Services: Live Web-Based Support Meetings For Businesses

WebEx, the meeting service for the Web, launched WebEx Support Services, a new Web- based service designed to give technical representatives the ability to conduct live, interactive support meetings through a standard browser. WebEx Support enables representatives to improve their problem-solving capabilities by giving them instant access to a customer?s entire system via the Web. Because WebEx does not require any preinstalled software or network configuration, customer problems can be solved quickly, increasing customer satisfaction while decreasing call volume. All WebEx Support Services are currently available from WebEx.

WebEx Support Services enable support representatives to instantly initiate Web-based meetings that allow them to view and fix customer problems. The WebEx Support Services interface is designed for customers without any technical background. The support agent directs the customer to a special URL, where the customer enters his name and customer number. From that point on, the support agent is able to implement the steps necessary to analyze the problem and determine a solution. To ensure client privacy and security, the customer is prompted to grant permission for each support agent action.

Through its collaborative visual and audio capabilities, WebEx Support Services improves troubleshooting effectiveness and problem resolution efficiency. WebEx supports the full range of Web-based interactions, giving the support representative the ability to present illustration or diagrams, use Web- based video to visually demonstrate a complex process, view and analyze remote applications running on the customer?s system, upload a customer?s file to check for corruption, download files (patches or updates) to the customer?s system and take control of the customer?s desktop to install files or change settings.

For more information, visit

Tele-M@rket Web Site Launches The CRM 'Steam Room'

The Tele-M@rket, a leading Web site focused on the information needs of today's rapidly-growing call center and customer care industry, announced the launch of a new online forum where visitors can weigh in on the best and worst of current customer service practices.

Known officially as the "Satisfaction, Dissatisfaction Room," the site serves as an electronic soapbox where visitors can either deliver kudos to those companies that are doing an exceptional job, or where they can let off steam about their worst customer service experiences.

"There is so much written and so much lip service paid to the need for superior customer service," said Tele-M@rket co-founder Sheri Greenhaus. "Everywhere you hear the buzz about customer relationship management (CRM) and the importance of cradle to grave attention to the customer. It's amazing that with all this emphasis on customer care, so much of it is still so poor."

Geared to the needs of the customer care industry, the "Steam Room" went live in late October. It can be reached via the home page at

Rachel Rasmussen was a Web Editor of

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