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At Blue Cross-Blue Shield of Rhode Island (BCBSRI), the numbers told the story: About 180 customer-service reps were using old "green screen" technology. With dumb terminals connected to a claims-processing system, trying to handle a total of 900,000 calls per year ...

CRM software revenues are expected to reach US$30 billion in the next several years, according to research firm Cahners In-Stat. Even so, CRM implementation projects are often cited for high failure rates. One point of failure that is hard to measure, even with the best monitoring software, is the unhappy customer who just goes away ...

SAP is a recognized leader in enterprise-level collaborative software for enhanced business process visibility and control. More than 600 companies partner with the company, offering add-on systems to enhance its utility. One of them, Revelation Software Concepts (RSC) of Melbourne, Australia, recently announced SAP certification for Rev-Trac version 5.0, the company's change control management tool...

Connextions Health, a branch of fulfillment and e-business service outsourcer Connextions, has begun selling healthcare organizations a CRM product that lets them proactively anticipate and prevent patients' problems before those problems escalate into significant events ...

Cisco Systems on Monday announced plans to acquire Riverhead Networks, a privately held provider of technology that could help prevent distributed denial-of-service (DDoS) attacks on corporate networks, for US$39 million in cash ...

Google recently announced the integration of local search results into Google.com. Currently in beta, Google Local allows users to find relevant local information with neighborhood business listings, maps, directions and Web links. ...

Yahoo on Thursday announced an offering that will marry its instant messaging offering with British Telecommunications' BT Communicator service, creating a call management package that integrates PC-to-phone calling, Internet call waiting and directory lookup with Yahoo's Messenger service ...

Research firm IDC has predicted overall PC semiconductor revenue, from desktop and mobile units combined, will grow 18 percent to US$53.6 billion in 2004, marking the highest annual growth rate expected during the study's forecast period. From 2003 to 2008, IDC forecast, the PC semiconductor market will grow at a compound annual growth rate (CAGR) of 7.8 percent, rising from $45.4 billion to $66.1 billion over those five years...

A quiet trading day on Wall Street segued into a small dip after market close Thursday when semiconductor leader Intel narrowed its first-quarter revenue expectations. This morning, however, Intel's stock dropped more steeply, shedding more than 2 percent of its value on the news. ...

Spurred by rulings designed to improve corporate accountability, companies are scrambling to comply with an escalating burden of legislative record-keeping requirements -- and they are spending millions of dollars on consultants, lawyers, auditors and new technology in the process. Now, IBM has stepped up to the plate with an offering designed to ease the burden of compliance...

Although companies are tightening the security of Windows-based servers, they face some unknown risks when corporate data takes to the streets. After all, wireless Internet connectivity on notebook computers and PDAs carries all of the risks seen within corporate walls, but the dangers are magnified when security is lacking. ...

Computer security experts thought the impact of MyDoom would fade on February 12th, as the program was reportedly designed to terminate itself on that date. ...

Venture capital commitments ended 2003 on an up note, with the fourth-quarter amount raised closing at US$5.2 billion. That amount represented almost half -- 47.8 percent -- of the total amount raised in all of 2003. ...

Microsoft on Monday issued a critical update bulletin affecting users of its Internet Explorer (IE) Web browser. The cumulative update contains eight patches to prevent security breaches. ...

PeopleSoft on Thursday reported earnings that paint a mixed picture, with revenue up but net profit down as a result of charges related to its J.D. Edwards acquisition ...