Ann Bednarz

After years of building Web sites with little regard for standardization, users and industry experts agree it

Witness Systems is expanding its line-up of customer service monitoring tools to include self-service transactions, allowing enterprise users to gauge how effective their automated systems are at sharing the workload of live agents.

This month the Fremont, Calif.

Telecom software vendor Amdocs will buy Nortel Networks Corp.'s customer relationship management division for US$200 million cash, the companies announced Tuesday.

In an effort to beef up its analytic functionality, Siebel Systems announced plans to buy nQuire Software, a privately held company that makes business analytics software.

Siebel 7 eBusiness Application Suite features a Web-based architecture that the company says will speed CRM deployment and ease application administration.

KnowledgeBase Solutions announced a new version of its flagship software that enables companies to build self-help features into corporate intranets and Web sites.