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Bob Woods

LivePerson Gets Into Cyber-Sales

The New York company's new Sales Edition automatically analyzes page visits, purchase patterns, shopping-cart content and other activity for possible upselling.

Jabber, Virtual Personalities Team for Customer Service

The new partnership will create a knowledge-based system for automated IM response for customer service applications.

eBay Furthers One-on-One Contact

The online auctioneer already offers AIM and wireless access to bidding information. Now, eBay is going one step farther in letting its community talk with reps via IM technology.

Case Study: FaceTime/Wachovia

Wachovia needed to keep in touch with its customers, and they were demanding IM access. Enter FaceTime and its cross-platform IM Auditor, which also helps the bank with regulatory concerns.

Case Study: Microsoft/FaceTime

FaceTime wanted its Instant Customer suite, which is used for external communications, to go inside the enterprise. So it turned to software giant Microsoft for an Exchange of information

Customer Service Gains a M.O.M's Touch

LivePerson launches a new product that lets e-tailers sell to customers through IM-type services and marketing/sales tools.

Hello, Anyone Home?

A new deal between PresenceWorks and AOL will bring presence capabilities to consumer Web sites and business applications alike

IM Gains More Virtual Agents

Artificial Life, which provides intelligent agents for Web sites, enters the world of instant messaging. But it already has some big competition from another Big Apple-based company

IM a "Key" in eCRM - Study

As consumers are expecting faster responses to their online inquiries, instant messaging request management is a key element in eCRM, according to a new KANA survey

LaGarde, LivePerson Give a "Voice" to StoreFronts

Both companies will integrate Web-based instant messaging into a new business messaging e-commerce platform that aims to boost sales for e-tailers

Kana Licenses Jabber

Kana, which provides eCRM products, will use Jabber to speed enhancements and production of its iCARE suite

IM Your Way To E-Commerce Riches

How can e-commerce retailers convert those who abandon their shopping carts into buyers? The answer, according to Basex Research, is online presence and instant-messaging services.

FYE to IM Customers

The mall-based specialty-music retailer increases its presence in cyberspace to sell its wares via Windows Messenger/MSN Messenger

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