To capture customer voice signatures, companies can use the eQuality solution to establish "business rules" that trigger recording of those very specific sound bites. Contact center agents also can manually initiate recording by simply clicking a button on their desktops. The voice signature software saves each interaction and identifies it using unique attributes defined by the enterprise, such as date and time of call, customer account number and type of transaction.

Help Desk 2000, a division of STI Knowledge Inc., offers the technical support industry's most widely recognized Help Desk certification programs. The mission of Help Desk 2000 is to elevate the support industry through certification, education and membership. As the leading industry professional organization, Help Desk 2000 advocates Help Desk success through focus on exceptional customer care and positive business impact.

Magic Solutions, a Network Associates The former name of McAfee, Inc. See McAfee. business, is the leading provider of e-services enablement solutions. According to leading research firms, International Data Corporation and Dataquest/Gartner Group, Magic Solutions is the leading provider of service desk applications on, 9X and NT platforms. The Magic Total Service Desk suite, based on Magic's patent pending e-services enablement solution provides an integrated, process-oriented e-business support solution that delivers the highest levels of service with great efficiency. The Magic Solutions suite of products includes Magic Service Desk and ZAC 2001 for desktop inventory management.

"ITR clearly exemplifies excellence in all eight of the core areas that the HDI Site Certification program focuses on -- leadership, policy and strategy, people management, resources, processes, people satisfaction, customer satisfaction and performance results," stated Ron Muns, founder and CEO, Help Desk Institute.

GE Capital has added a new feature to the GECapital.com website - The GE Capital Service Finder. This tool makes it easier for customers and prospects to peruse the diverse global offerings and websites of GE Capital's 24 businesses.

Through its respected Training and Certification series, HDI offers a variety of comprehensive two-day and five-day courses that prepare sites for certification, help trainers to become HDI-certified trainers, and assist help desk professionals to improve their skills and successfully complete HDI certification. HDI's courses focus on the objectives for Help Desk Analyst (HDA), Help Desk Support Engineer (HDSE HDSE - Help Desk Site Engineer HDSE - Human Dignity and Social Exclusion (project)) and Help Desk Manager (HDM).

Additionally, the upgraded product offers NT domain integration. End-user authen tication can employ existing NT domain username and passwords to reduce the administrative burden for help desk personnel. Assisted system rollback is another new feature. With centralized control from the help desk, a system rollback can be performed on the user's computer without a desk-side visit. Data migration utility allows help desk personnel to migrate user data and personality files from previous snapshots of the user's PC to newly deployed hardware.

The selection of the Team Excellence Award winner is based on specific criteria that evaluates the applicants' ability to demonstrate excellence in three categories: people, process, and technology. Ron Muns, founder and CEO of HDI, commented, "This award is a tribute to the standards of excellence that The Reynolds and Reynolds Company maintains in its day-to-day operations to provide quality customer support. Reynolds and Reynolds is an exemplary organization."

Deployed within more than 55 countries, Akamai's distributed "edge" servers provide businesses an instant, highly cost-effective global presence. The scalable capacity of Akamai's network enables the Company to handle a significant percentage of today's Web traffic with ease.

We are proud to provide companies a regular reality-based snapshot into the operational issues, benchmarks and directions of the support industry and marketplace," said McGarahan.