Brightware plans major releases

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Novato, Calif.-Brightware Inc. will announce Monday what it calls the first Java-based customer assistance software suite, designed to manage Web, e-mail and chat customer interactions. The product from the Novato, Calif.-based company, called Brightware 2001, adds marketing analytics, allowing marketers to run queries against reports on customer behavior. The move underscores the push by Internet customer relationship management vendors to add analytics, following on the heels of this week's $87 million acquisition of Digital Archaeology Corp. by Delano Technology Corp. AMR Research Inc. this week issued a report saying CRM vendors far and wide are racing to add marketing research capabilities to their applications.
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