February 2000
NICE Systems Introduces NiceLog 8.1
NICE Systems, a provider of digital recording and quality management
solutions, has announced the next generation of its flagship digital recording
system, NiceLog, version 8.1, which has been designed to meet the needs
of the trading floor and contact center markets. NiceLog 8.1 was designed
to provide a total system solution that offers multiple capabilities for
customers on one platform, including total recording, recording-on-demand,
selective recording, real-time monitoring and recording and quality management.
The product includes a new intuitive user interface which offers users
improved functionality with minimal training required. Version 8.1 also
offers additional playback options, as well as the traditional speaker,
voice-over-LAN and dial-up playback methods. Up to 60 users can play back
conversations simultaneously from a single recorder via speakers, telephone
or multimedia PC and users can send recordings as e-mail via Microsoft
Outlook. Users can also access recordings from any telephone by using
a new IVR (interactive voice response) system. No. 511, www.ccsmag.com/freeinfo
Philips Creates USB-Approved Microphone
Philips Speech Processing has developed a microphone that has been approved
by the Universal Serial Bus (USB) Implementers� Forum. More than 450 manufacturers
of PCs, peripherals and software have joined forces to create the USB
Implementers� Forum, a support organization which addresses products that
allow for a plug-and-play peripheral connection. The SpeechMike Pro USB
was designed to accommodate speech recognition software. Features implemented
into the product as a result of USB compliance include less device conflict
and set-up complications, improved sound quality and improved speech recognition
rates. SpeechMike Pro USB does not require a sound card, as it creates
a digital signal that is streamed directly to the motherboard, bypassing
the sound card altogether. It includes specialized buttons for play, record,
fast-forward and backward capabilities and can either replace or work
in conjunction with a standard mouse or trackball.
No. 512, www.ccsmag.com/freeinfo
Eloquent Announces Availability Of Callback Server For Call Centers
Eloquent Communications, Inc. has announced the availability of its Callback
Server for call centers. The server allows a customer who is browsing
a company Web site to be able to reach a live customer service agent with
the click of a button. The server can be used with new or existing call
centers, whether for revenue generation or customer service, and can be
used in a variety of PBX and Centrex environments. A customer browsing
on the site of a company using the server can ask to be connected to an
agent either immediately or at a scheduled time. If the customer accesses
a Web site and clicks on �call me back,� the Web session is redirected
to the Callback Server. A form is presented to the customer requesting
information (account information, call back number, time to call, mode
of information delivery, etc.). The form may include expected wait time
until a callback from an agent. When the customer submits the form, a
confirmation is sent and the call is scheduled. In the case of an immediate
callback request, a call can be initiated within seconds.
No. 513, www.ccsmag.com/freeinfo
Telrad Announces Avanti Digital Phone Products
Telrad Telecommunications, Inc., a provider of commercial telecommunications
systems and equipment, has announced the availability of its new Avanti
telephone stations. Avanti has a graphical user interface on the telephone
station and offers a four-button touch-pad mouse and icon operation to
help offer users improved flexibility and control of their telephone functions.
Other features include backlit display, full duplex speakerphone, hands-free
answerback and voice-activated speed dialing (to be released in the first
quarter of 2000).
No. 514, www.ccsmag.com/freeinfo
Focal Communications Develops Proprietary Billing System
Focal Communications Corporation, a competitive local exchange carrier,
has announced the deployment of its new billing system. Developed to be
unique to the local phone industry, the new system is a proprietary application
designed to maximize flexibility, accuracy and simplicity. The system
offers consolidated billing for local customers with multiple service
locations. This feature breaks down the charges by service location and
provides customers with a detailed activity summary. Additionally, the
system is equipped with taxation management software, which automatically
calculates taxes and surcharges, helping eliminate the chance for manual
error. The new system also enables Focal to better manage customer accounts
by improving search capabilities and shortening response times. The new
billing system is integrated with Focal�s existing Invoice Domain service,
an online Internet invoice viewer. Customers can download daily usage,
view charts of telecommunications traffic and look at pages from their
actual invoice without having to leave their desk.
No. 515, www.ccsmag.com/freeinfo
Silknet Unveils Silknet eSales
Silknet Software, Inc. has launched its Silknet eSales product, a new
e-sales application that assists consumers in their selection of online
products and services using a virtual sales assistant. eSales creates
a virtual personal sales assistant who can help a customer through the
online purchasing process while improving the overall customer experience.
The product is the first solution resulting from Silknet�s purchase of
InSite Marketing Technologies. Using InSite�s Trusted Advisor technology,
eSales helps ensure that online merchants take the skills of their most
skilled sales personnel and incorporate them into a virtual assistant
that determines what the customer would like to buy and then maps a selling
style to the personal buying style of the customer. Silknet eSales also
provides a forum for customers to discuss products and services with the
virtual assistant, who shows them why products are right for them.
No. 516, www.ccsmag.com/freeinfo
Blue Martini Offers Version 3.0 Of Its Customer Interaction System
Blue Martini Software, a provider of enterprise-scale Internet applications
for interacting live with customers, has announced the availability of
the Blue Martini Customer Interaction System Version 3.0. This upgrade
expands the capabilities of earlier versions of the system, from six to
eight modules, with the introduction of the TeleConnect module for customer
interaction through call centers and the Customer Collaboration module.
The Customer Collaboration module allows shoppers in different locations
to visit a Web store together and engage in an online dialog while making
shopping selections. Blue Martini outlined additional features in the
new release, including automated customer scoring, new tools for enhanced
site performance and management, expanded parameterized reports for the
embedded data warehouse, support for the JSP standard, enhanced import/export
capabilities, accelerated clickstream data collection and a catalog �hot
fix� facility.
No. 517, www.ccsmag.com/freeinfo
Bluestone Ships Total-e-Business
Bluestone Software, Inc., a provider of enterprise interaction management
software, has announced the general availability of the Total-e-Business
product suite, a standards-based, e-business solution designed to meet
the demands of the people responsible for e-business operations, sales,
marketing and finance, while addressing the IS technology mandate for
a platform to competently support mission-critical applications. The new
release offers open, standards-based architecture; a scalable, fault-tolerant,
secure infrastructure; XML and legacy integration services; content management
and dynamic display; a personalization and recommendation engine; and
e-commerce components and integration.
No. 518, www.ccsmag.com/freeinfo
Phone Interactive Offers New Messaging Service
Phone Interactive Communications Corp., a service bureau provider of interactive
voice response (IVR) technology, is offering its new MEGAmessaging service
designed to allow automated operators to phone thousands of customers
with a message within a matter of minutes. MEGAmessage can make approximately
50,000 calls per hour to predetermined contacts who are interested in
receiving information. The message is typically no longer than 60 seconds
and is often delivered by a well-known personality. The product works
from a company�s database of customers to target the appropriate audience
for the message. Phone Interactive hopes to allow companies to save labor
dollars while boosting the rate of return on immediate responses and communication.
No. 519, www.ccsmag.com/freeinfo
Fat Splash Launches Integrated Customer Support Solution Fat
Splash, Inc., a Web-enabled outsource solutions developer and consultant,
has announced the launch of its fully integrated customer support solutions
platform for e-commerce. Fat Splash�s solutions for online businesses
include support for e-mail, online chat and voice over Internet Protocol
(VoIP) applications, including a new service called Virtual Agent. Fat
Splash�s support solution features live field experts to assist customers;
trained customer service representatives (CSRs); in-depth computer-based
training and internal consultation to assist e-commerce companies in maximizing
their customers� satisfaction. Virtual Agent uses artificial intelligence
by collecting and cataloging customer queries, helping enable e-commerce
companies to realize savings of 30 to 40 percent.
No. 522, www.ccsmag.com/freeinfo
Digisoft Releases Telescript 5.1
Digisoft Computers, Inc., developer of Telescript, a call center management
software application, has announced the availability of release 5.1 of
the product. The new version includes enhancements designed to increase
the productivity of the call center while simultaneously enhancing the
customer experience. In version 5.1, Telescript includes the option to
send e-mail directly from a script, enabling the agent to generate fulfillment
(using MS Office 2000), with custom inserts and attachments, depending
on the outcome of the call. The new release also has the ability to use
phone, fax, direct response mailing and e-mail to follow up with clients
and prospects. Telescript can integrate data from any type of file (doc,
.xls, video or HTML) and, as a result, scripts can be programmed to launch
an Internet browser, helping enable agents to retrieve product information,
view objection responses or walk a prospect or client through a confusing
area of a Web site. Additionally, to help comply with telemarketing laws,
version 5.1 offers multiple restricted dialing tables. Telescript will
allow a user to create numerous do-not-dial lists and assign one table
to all projects or specific tables to individual projects.
No. 523, www.ccsmag.com/freeinfo
Phonetic Systems Introduces Branch Office Edition Of PhoneticOperator
Phonetic Systems, a provider of speech-enabled, telephony-based directory
search and auto-attendant technology, has launched the Branch Office Edition
of its product, PhoneticOperator 3.0. Branch Edition, a combination of
Phonetic Systems� Global Enterprise Administration architecture and the
Enhanced Directory Management (EDM) module. The product allows companies
to deliver an array of automated customer and employee service applications
to not only their main locations, but to smaller branch locations. The
Global Enterprise Administration architecture allows users to speech-enable
multiple office sites. The Enhanced Directory Management module can allow
companies to automate directory maintenance by integrating with their
current employee information databases. Regardless of where the information
resides, the EDM module automatically updates the information without
human intervention and information is instantly available for speech access
without any speech training.
No. 524, www.ccsmag.com/freeinfo
Magnitude Announces ErgoManager
Magnitude Information Systems, Inc. has announced its new ErgoManager
software suite, which has enhanced reporting capabilities and fully supports
all versions of Microsoft Windows, including Windows 2000. The ErgoManager
suite may be applied individually or as a unit as part of an ergonomic
program to help assess and mitigate repetitive motion injuries caused
by computer use in the office environment. The software was designed to
help users and managers with insights to better identify and manage high-risk
activities affecting employee health, improve productivity, assess training
programs and evaluate products and procedures to support purchase decisions.
Use of ErgoManager may also ensure compliance with the CAL/OSHA Title
8 ergonomic assessment standard.
No. 525, www.ccsmag.com/freeinfo
GN Netcom Designs Its M50 Headset For Mobile Communications
GN Netcom, Inc., a provider of wireless headsets and hands-free voice-transmission
technology, has introduced the M50 headset, the newest addition to the
GN Express series of compact, affordable headsets designed specifically
for the mobile telephone market. The M50 was designed to be a stylish,
lightweight headset that stores easily in a briefcase, purse or pocket
and is easy to put on with one hand with no adjustments needed. As the
headset is put on, the microphone boom on the M50 automatically aligns
itself alongside the user�s cheek. The M50 weighs less than an ounce.
No. 526, www.ccsmag.com/freeinfo
iVoice.com Makes Speech Recognition Standard In Telephony Systems
iVoice.com, Inc., a manufacturer of voice and computer-telephony systems,
has announced that its Vision 2001 Voice Mail system will now include
speech recognition as a standard feature at no extra cost. iVoice.com�s
system uses the voice recognition technology of Entropic, which has recently
been acquired by Microsoft. iVoice.com has a long-term license agreement
to use the Entropic technology. Using the system, a company can improve
and speed up service for its customers by allowing them to speak the name
of the department or individual they wish to contact. Vision 2001 is available
for DOS or Windows 95/NT systems and operates as an auto-attendant voice
mail system. Additional features include the maintenance of up to 10,000
voice mail boxes and an automated receptionist which answers calls immediately
and gives callers a faster way of routing their call to a specific party,
department or system operator.
No. 527, www.ccsmag.com/freeinfo
Rockwell EC Offers Media Blending Technology
Rockwell Electronic Commerce has introduced Contact Integration Manager,
a compatible, media-independent skills-based routing solution for Rockwell
Transcend and Spectrum call center platforms. Contact Integration Manager
(CIM) allows Rockwell EC customers to better leverage the queuing, routing,
reporting and desktop capabilities of Rockwell�s existing platforms. CIM
provides centralized entry, viewing, contact processing and management
of all customer contacts, helping ensure a more consistent level of service
and operational efficiency regardless of the customer contact method.
The product is a Java-based application which includes a software development
kit which allows custom application development. CIM uses the functionality
of the Rockwell EC platform to handle multimedia customer contacts the
same way as traditional voice calls, including telescripts, real-time
displays and historical reporting.
No. 528, www.ccsmag.com/freeinfo
Williams Adds New Multimedia Queuing To Dialect Product
Williams Communications Solutions, a provider of integrated enterprise
network solutions, has added a new product to its computer-telephony integration
software family. Dialect Media Queue (DMQ), the newest member of the Dialect
product suite, was designed to enable call center personnel to capture
and track all customer inquiries, including faxes, e-mail and Internet
callbacks, all within one queuing system. Currently, Williams is offering
custom-designed multimedia queuing systems. Dialect Media Queue represents
the company�s strategy to offer advanced call center solutions as part
of a robust portfolio of software products developed by Williams� CTI
lab in support of its Call Center Applications Team. New features include
seamless integration with the Dialect product suite, the ability to queue
multiple types of media through the existing call queue system, the ability
to queue virtually all types of requests or calls, standard ACD reports
including voice, e-mail, faxes and Internet callbacks and access to standard
auxiliary request applications supporting POP3 and SMTP e-mail queue requests.
No. 529, www.ccsmag.com/freeinfo
Witness Systems Introduces eQuality
Witness Systems has announced new multimedia customer interaction recording
capabilities for the contact center market. Designed to help organizations
better manage and evaluate multimedia customer interactions, the company�s
eQuality software is a comprehensive application suite architected to
address the growing number of interactions contact centers receive through
the Internet, such as Web chat. The first application in the eQuality
suite records and analyzes Web chat interactions (instant messaging),
helping companies that are increasingly using multiple touch points ensure
customers receive consistent responses. The eQuality Interactive recording
solution integrates with collaborative chat applications to monitor the
quality of these contacts. Witness Systems has formed partnerships with
Web chat providers, including Brightware, eGain, eShare, Genesys, Kana
and Mustang.com.
No. 530, www.ccsmag.com/freeinfo
Customer Loyalty Benchmark Available For Computing Services Organizations
SERVICE 800, Inc. will begin reselling results for a new monthly Computing
Technology Industry Association (CompTIA) benchmark program designed to
measure customer loyalty among service organizations throughout the computing
industry. Working with the CompTIA, SERVICE 800 has designed the customer
loyalty benchmark as an added feature of the CompTIA ServiceMetric benchmarking
program, which measures quality of service delivery in the computing services
industry. CompTIA represents over 8,000 computer hardware and software
manufacturers, distributors, retailers, VARs and system integrators. The
survey is based on feedback obtained from telephone interviews with customers
who have just experienced a service event. SERVICE 800 gathers and compiles
data from the scoring of answers to customer loyalty questions such as,
�How do you rate your level of satisfaction with our service? Would you
buy from us again? Would you recommend us to a friend or associate?� A
high score on all questions results in a high customer loyalty score.
No. 531, www.ccsmag.com/freeinfo
Cintech Announces E-Contact Center Solution
Cintech has announced it has developed an IP-based e-contact center solution
that is affordable and easy to implement in departments, branches and
other small to mid-sized entities throughout an enterprise. The solution,
named NetVIA, uses IP transport to unify voice, e-mail and Web contacts.
NetVIA was designed to connect departments, branch offices, home offices
and mobile workers into an integrated, virtual organization and deliver
the customer contact to the most qualified agent regardless of where the
agent is located throughout the enterprise. The product was also designed
to serve as an e-business-to-business solution, helping allow businesses
to interact in diverse ways, supporting interactions with front- and back-office
systems and serving as a portal into the enterprise. NetVIA can leverage
existing investments in voice/telephony networks by interacting with traditional,
circuit-switch telephony environments, including PBXs, key systems and
Centrex.
No. 532, www.ccsmag.com/freeinfo
eTetra.com Develops Thin-Client, Internet-Based Remote Technical
Support Product
eTetra.com, which develops applications for real-time online sales and
support, has announced iSupport, a new product designed to allow customer
support representatives to perform remote technical support of hardware
or software located anywhere in the world, using only the Internet and
standard Internet browsers. iSupport allows customers to be instantly
connected to a customer support rep with the click of a button on a Web
site or an icon on a computer�s desktop. As part of the process, pertinent
information such as system configuration and a description of the customer�s
problem can be automatically delivered to the CSR. Once connected, the
CSR can perform remote diagnostics and repair of the customer�s hardware
and/or software, while simultaneously talking to the customer using a
telephone, chat or voice over IP.
No. 533, www.ccsmag.com/freeinfo
Unisys Upgrades Its Natural Language Speech Assistant Toolkit
Unisys Corporation has announced version 4.0 of its Natural Language (NL)
Speech Assistant toolkit, offering developers a solution for the rapid
deployment of speech-based applications for electronic business and other
mission-critical requirements. The NL Speech Assistant was designed to
allow developers with little or no previous speech application development
expertise to be able to quickly add spoken language interfaces into their
applications. Version 4.0 offers an advanced Code Builder function which
automatically generates program code for a number of interactive voice
response (IVR) development platforms. This mechanism generates significant
portions of the code needed to drive an application, helping reduce the
need for manual coding by the developer. Developers can use the product
to design, test and deploy a complex speech-based application almost automatically.
No. 534, www.ccsmag.com/freeinfo
Ericsson Unveils First Bluetooth Product-
Ericsson has unveiled its new Bluetooth headset, a cellular phone headset
that connects to a mobile phone by a radio link instead of a cable. Bluetooth
is considered the future industry standard for wireless communication
between devices. The headset is a lightweight, wireless mobile phone headset,
with a built-in Bluetooth radio chip that acts as a connector between
the headset and the Bluetooth plug on the Ericsson phone. When the phone
rings, the user can answer it by pressing a key on the headset. For outbound
calls, the user presses the key on the headset and uses voice recognition
to initiate the call. The phone can be up to 30 feet away, in a briefcase,
a pocket or in another room. The headset weighs 20 grams (0.75 ounces)
and sits comfortably on either ear. It can be used with the Ericsson T28,
T28 WORLD and R320 cellular phones.
No. 535, www.ccsmag.com/freeinfo
Dictaphone Corporation has named Art Schoeller as vice
president of marketing and strategic alliances for the company�s Communications
Recording System (CRS) division. Schoeller, formerly of GartnerGroup,
will be responsible for the full range of marketing programs for Dictaphone�s
digital recording systems.
The Direct Marketing Association has elected new members to serve
on the association�s board of directors for a three-year term. The new
board members are Ronald L. Bliwas, president and CEO, A. Eicoff
& Co.; Kelly B. Browning, executive vice president and COO,
American Institute for Cancer Research; Harry F. DiSimone, executive
vice president, Chase Manhattan Bank; Alexander Galanek, senior
vice president, direct response, life, accident and health insurance,
AIG Marketing, Inc.; Marc Jacobson, president, Politics.com; Rebecca
L. Jewett, president, Norm Thompson Outfitters, Inc.; Stephen
A. McNeely, president and CEO, Aegis Communications Group, Inc.; Harry
V. Quadracci, president and founder, Quad/Graphics; Jerry Shereshewsky,
direct Yahoo, Yahoo!; and Markus Wilhelm, president and CEO, Doubleday
Direct, Inc. Additionally, the DMA has announced the election of Jonathan
P. Ward, president and COO, R.R. Donnelley & Sons Company, to
serve as the 2000 chairman of the association. The board also elected
Charles D. Morgan, company leader, Acxiom Corp., to serve as vice
chairman; Elizabeth Valk Long, executive vice president, Time,
Inc., as treasurer; and Gordon R. Cooke, president and CEO, The
J. Jill Group, as secretary.
Fred Yentz, manager of embedded systems for IBM, has been
appointed to serve as the vice chairman of the board of governors of the
MultiMedia Telecommunications Association (MMTA). Yentz, who is
the chairman of MMTA�s Computer-Telephone Integration Division, has focused
on convergence-capable channels, actively engaging value-added resellers
and other players from the data communications sector.
David Alan Yoho, president of Professional Educators Inc.,
was inducted into the Council of Peers Award of Excellence (CPAE) Hall
of Fame. The ceremony took place during the National Speakers Association
(NSA) Convention held in August 1999 in San Antonio, Texas.
Jim Stafford has been hired as executive vice president by Sonant
Corporation. He will be responsible for corporate business development,
marketing and sales. Sonant provides customized phone- and Web-based call
and information management systems.
Array Telecom, a wholly owned subsidiary of Comdial Corporation,
has announced that Syd Rahman has joined the company as vice president
of sales and marketing. Prior to this appointment, Rahman served as vice
president for Network Solutions� Internet Technology Services.
ECI Telecom Ltd. has announced that David Rubner, president
and CEO of the company, recently announced his intention to retire from
his position at the company. Upon Rubner�s recommendation, the board has
appointed Doron Inbar as president, effective immediately, and
will name Inbar president upon Rubner�s retirement. Inbar formerly served
as CFO for the company. Additionally, ECI Telecom Ltd. announced the appointment
of Avi Ben Assayag as senior vice president and CFO, to replace
Inbar. Ben Assayag was formerly ECI�s controller and associate vice president
of finance.
ASD Systems, Inc. has announced that Ted Bilke has accepted
the position of chief operating officer. As COO, Bilke will oversee the
management of the company�s systems, call center and fulfillment operations.
Prior to accepting the position, Bilke was with Navigator Systems.
Timothy F. Price, president and CEO of MCI WorldCom Communications,
Inc., has been elected to the board of directors of Telnext Communications,
Inc. Telnext is an international facilities-based telecommunications
carrier focused on providing Internet Protocol-based communications solutions
and enhanced services.
NICE Systems has announced that Moshe Ronen, former president
and chief executive officer of Israel�s largest cable TV company, Golden
Channels, has been named as the new president and CEO of NICE Systems,
effective May 2000. Ronen will be responsible for leading NICE�s global
operations.
Hello Direct, Inc., a developer and direct marketer of desktop
telephony and equipment interface solutions, has announced that Michael
Young, the company�s chief information officer, has assumed the role
of chief e-commerce officer. Young will retain his duties as vice president
and CIO while serving in this new role.
MediaPhonics has elected David B. Levi as chairman of the
board and CEO. Levi recently retired as Voice Control Systems� COO after
negotiating the merger with Voice Processing Corporation, of which he
was president.
ISC, a consulting and software development firm specializing in
call center solutions, has named the Honorable Gerald Mossinghoff
and Salvatore J. Barbera to its board of directors. The company
also appointed Barbara Hoefle as its new vice president of sales.
Mossinghoff was formerly U.S. Commissioner of Patents and Trademarks and
served as assistant secretary of commerce. Barbera is the former president
and CEO of Bell Atlantic International, Inc. and chairman and CEO of Bell
Atlantic Investment Development Companies. Hoefle was director of consulting
services for Coleman Consulting Group�s call center practice.
Linx Communications, Inc., a communications service provider (CSP),
has announced the appointment of Gary Lasher as chairman of the
board. Lasher had been appointed as a director of Linx�s board earlier
in 1999.
telecom technologies, inc. has promoted Mike Eastep to
chief operating officer. Eastep will be responsible for all product development,
testing and integration as well as operations, which includes information
technology, customer support and quality assurance. He was most recently
vice president and general manager of telecom technologies� Test Automation
and Network Management Systems division. Additionally, Michael B. Yanney
has joined telecom technologies� board of directors. Yanney is chairman
and chief executive officer of America First Companies L.L.C. of Omaha,
Nebraska.
Convergys Corporation has appointed Christine Timmins to
president of Teleservices Solutions in its Customer Management Group.
She is responsible for the company�s inbound and outbound teleservices
operations and presides over call centers in Omaha, Nebraska; Cedar City,
Ogden and Orem, Utah; and Pueblo, Colorado. Prior to her appointment,
Timmins served as vice president of operations, St. Louis, in Convergys�
Customer Management Group. Additionally, Convergys has appointed John
C. Freker to executive vice president of U.S. Operations for Convergys
Customer Management Group; Allan J. Koglmeier to vice president
of Customer Relationship Management Marketing and Development for Convergys
Customer Management Group; and Jane Garvey to vice president of
marketing for Convergys Customer Management Group.
ADTRAN, Inc. recently appointed Steve Harvey as vice president
of sales for competitive service providers. Harvey�s primary responsibility
will be to further ADTRAN�s product offering to the CLEC market. He formerly
served as vice president of sales for the company�s Enterprise Networks
Division.
Quintus Corporation has appointed Andrew Busey, founder
of Acuity Corp. and co-founder of living.com, to the Quintus board of
directors. Busey joined the Quintus board in November 1999 upon the closing
of Quintus� acquisition of Acuity Corp.
Saibal Sen has joined eSupportNow as vice president and
chief technology officer. Sen was most recently director of systems at
FiberNet, a fiber optic telecommunications startup. eSupportNow is a provider
of online customer service and sales support to e-businesses.
Total Network Solutions, Inc. has named Richard A. Glickman
executive vice president, finance and operations, and chief financial
officer. Glickman joins TNS after serving as vice president and chief
financial officer for the U.S. operations of DMR Consulting Group, Inc.
Interactive Software Systems, a provider of workforce management
systems, has announced that Joe Gaudette has joined the company as vice
president of distributor sales and Tracy Toccalino has joined the
company as assistant vice president of distributor sales.
ICT Group, Inc. has named Timothy F. Kowalski to chief
e-commerce officer. He will assume the new role while maintaining his
current position as senior vice president of Systems and Technology and
chief information officer. His new role will involve the development and
implementation of the company�s e-commerce strategy as well as managing
its partnerships with other technology companies.
TeleDirect International, Inc. announced the appointment of M.
Wayne Wisehart to the position of chief executive officer. Wisehart
joined TeleDirect in March 1999 as executive vice president and CFO. Wisehart
succeeds Kathleen Kelly, who has been appointed chairman of the board.
eLoyalty, a business consulting and systems integration organization,
has hired Ronald H. Harris as vice president, Global Loyalty Partners.
Harris was formerly with PriceWaterhouseCoopers.
Steve Lee has been named vice president of marketing and corporate
development for Franklin Telecom. Lee was previously a managing
partner of Steve Lee & Associates, an e-commerce, technology and financial
services consulting firm.
eShare Technologies, a provider of unified Web and telephony customer
communication solutions, has announced the appointment of Jerry Hatton
to senior vice president of worldwide sales. Hatton was formerly the vice
president of international sales.
Gabriel Communications, a facilities-based integrated communications
and application services provider, has announced that David L. Solomon
has been elected vice chairman and chief executive officer. He succeeds
Robert A. Brooks, who will continue as chairman.
SpeechWorks International has announced that Roberto Pieraccini
has joined the company to head the new SpeechWorks Natural Dialog Group,
which was created to facilitate the creation of next-generation, spoken
interface telephony systems. Pieraccini was formerly with AT&T Labs.
Allen Systems Acquires SISRO
Allen Systems Group, Inc., a provider of enterprise productivity software,
has announced the completion of an acquisition of SISRO of Saint-Cloud
Cedex, France and that SISRO has merged into ASG. SISRO provides software
for conversion of VSE to MVS and is a provider of computer automation
software for centralized and distributed environments. Terms of the deal
were not disclosed. The acquisition of SISRO is one of several steps in
ASG�s strategic acquisition plan to offer a complete enterprise solution.
Critical Path Closes FaxNet Acquisition
Critical Path, Inc., a provider of business-to-business Internet messaging
and collaboration solutions for corporations, Internet service providers,
Web hosting companies and Web portals, has announced it has successfully
closed the acquisition of FaxNet, an outsource supplier of carrier-class
enhanced fax and integrated messaging solutions. Critical Path announced
a definitive acquisition agreement to acquire FaxNet in November 1999.
FaxNet brings a needed component to Critical Path�s unified messaging
strategy and it is hoped that the acquisition will position Critical Path
to capitalize on the growth potential in the advanced Internet e-mail
and messaging service market.
Sagent Acquires Qualitative Marketing Software
Sagent Technology, Inc., a provider of e-business intelligence solutions,
has announced it has acquired Qualitative Marketing Software, Inc. (QMSoft),
a privately held company that delivers value-added customer information
and marketing services by hosting households on the Web. Merged, the companies
plan to help e-businesses use the Web to better understand their prospects
and customers, optimize revenue and profitability and improve company
effectiveness by combining marketing data with electronic marketing techniques.
Under the terms of the agreement, Sagent will issue approximately 2.5
million shares of its common stock to the shareholders of QMSoft, giving
the transaction a value of $70 million. The transaction will be accounted
for as a pooling of interests.
Plantronics Announces Agreement To Acquire ClearVox
Plantronics, Inc., a manufacturer of communications headsets, has announced
an agreement to acquire privately held ClearVox Communications, Inc.,
a provider of headsets for cellular telephones. The addition of the ClearVox
product line is intended to extend Plantronics� mobile product offerings,
a desirable target for Plantronics following its September release of
a new product line to address the needs of the cellular user. The transaction
is expected to close early in the first quarter of the 2000 calendar year.
Specific financial transactions were not disclosed.
Intel Acquires Parity Software And Takes Stakes In MediaSoft And Prima
In an intent to further its push into computer-telephony systems, Intel
Corp. has announced an agreement to acquire privately held Parity Software
Development Corp. and take stakes in MediaSoft Telecom Inc. and Prima
Inc. Parity develops object-oriented computer-phone infrastructure software.
Intel plans to integrate the company into its Dialogic unit, which the
chip maker acquired in July 1999. Dialogic supplies hardware and software
for corporate telecommunications systems. MediaSoft develops computer-telephony
and Internet software. Its products are used in corporate telephone exchanges,
call centers and unified messaging systems integrating voice, fax, Web
and multimedia technologies. Prima develops software for voice processing,
unified messaging, computer-telephony integration and voice recognition.
Both MediaSoft and Prima are based in Montreal. Additionally, Intel recently
announced an alliance with Artisoft Inc., a provider of networking, communications
and computer-telephony services geared toward small to mid-sized businesses.
Intel will acquire the rights to Artisoft�s Visual Voice product, a development
tool for building computer-phone applications, and will license to Artisoft
its CT Media server, an open-software platform for designing standards-based
telecommunications software for businesses.
ActionSystems And Customer Analytics To Merge
In a move to further their positions in the enterprise relationship management
(ERM) market, ActionSystems, Inc. and Customer Analytics, Inc. have announced
a merger of the two companies. The new company, to be named Customer Analytics,
Inc., intends to integrate Customer Analytics� eCRM Central with ActionSystems�
EnAct. Through the integration of the two products, the merged company
plans to provide customer-centric organizations with an enterprise-wide
solution that includes a pre-packaged, Web-based ERM application with
customer optimization processes and best-practices content. Additionally,
the new company aims to help organizations succeed in their e-business
attempts by leveraging their current investments in the brick-and-mortar
channel.
Cybertel Partners With HP Through Acquisition
Cybertel Communications Corp. has announced it has completed its acquisition
of Telenomics, Inc., a strategic partner of Hewlett-Packard. The acquisition
enables Cybertel to enter the application service provider (ASP) market
as well as have direct access to Telenomics� customer base of over 200
corporations. Telenomics, now a wholly owned subsidiary of Cybertel, and
HP have an existing strategic alliance in which Telenomics, a telephone
management and call accounting software vendor, and HP will provide transaction-based
business process services as a part of HP�s e-service initiative. The
companies provide transaction-based call accounting services to end-user
customers. Services are based on a pay-per-use concept in which customers
pay only for the services they need and/or use.
NEXTLINK And Concentric Network Announce Merger
NEXTLINK Communications, Inc. and Concentric Network Corporation have
announced they have entered into a definitive agreement for the combination
of the two companies, with the intent of creating a next-generation, broadband
communications company that will provide a range of voice, data and Internet
communications services. The transaction, valued at approximately $2.9
billion, is expected to close in the second quarter of 2000. The transaction
is intended to be tax-free to the NEXTLINK and Concentric Network shareholders
and will be accounted for as a purchase. The transaction, which has been
unanimously approved by both NEXTLINK and Concentric Network Boards of
Directors, is subject to approval by Concentric Network�s stockholders.
Eagle River Investments, the holder of a majority of NEXTLINK�s voting
power, has agreed to approve the transaction, which is subject to certain
other customary closing conditions, including regulatory approvals.
ICT Group Forms Internet Support Services Division
ICT Group, Inc. has announced the formation of ICT Internet Support Services,
its new business division dedicated to providing integrated electronic
solutions to Web-centric and Web-enhanced brick-and-mortar retailers and
service companies. ICT created this division in response to the growing
need for e-commerce companies to provide improved customer sales and service
support on the Internet. Using ICT Groups� E-Solutions product offering,
the division will focus exclusively on delivering real-time customer support
in an integrated multimedia contact center environment capable of supporting
inquiries received via multiple channels. The company�s E-Solution offering
includes ICT NET2TEL.com, a Web-enabled call center technology which provides
a simultaneous voice and data interface; e-mail processing; traditional
inbound telephone support and automated fax and white mail processing.
AAC Changes Name To Centergistic Solutions
As the final step in the company�s plan to concentrate its development
and sales efforts on products aimed at serving the growing customer interaction
center management marketplace, AAC has changed its name to Centergistic
Solutions, Incorporated. Centergistic Solutions provides enterprisewide
real-time communications, monitoring and call accounting products for
call centers, customer interaction centers (CICs) and general businesses.
The company�s subsidiary, Lynch, Young & Company, provides tele/data
consulting services.
Sento Corporation To Open Phoneless Customer Service Center
Sento Corporation will open its first external phoneless customer service
center in Evanston, Wyoming as part of a cooperative effort between Sento,
the City of Evanston and the State of Wyoming. Planned for the first quarter
of 2000, up to 50 support representatives will be engaged in customer
inteactions over the Internet (e-mail, Web text chat, Web callbacks and
Internet calls) and handling traditional voice-based calls at the new
eCustomer Contact Center. The new facility will add an expected capacity
of 300 seats for all shifts. All customer inquiries will be routed through
Sento�s data and communications center in American Fork, Utah to the Evanston
facility over a single network connection using convergent networking
technology combining both voice and data traffic. The facility will use
voice over Internet Protocol (VoIP) technology and Sento�s Web-enabled
customer relationship management software to create a blended media environment.
Nortel And Sun-Netscape Alliance Create New Service Delivery Solution
Nortel Networks and the Sun-Netscape Alliance are planing to jointly develop
a new directory-enabled solution aimed to allow Internet service providers
(ISPs) and application service providers (ASPs) to create new service
bundles, deliver them faster and manage them more efficiently. This proposed
solution is expected to provide a standards-based framework for the fully
integrated delivery of next-generation applications and services. Nortel
Networks and the Sun-Netscape Alliance plan to combine infrastructure
software products from Sun-Netscape with policy services from Nortel Networks
to create the new service provider solution based on a common integration
schema and unified view of users across the network, service applications
and back-office systems. Nortel Networks and Sun-Netscape will jointly
define a directory schema, which they plan to propose as an open-industry
specification. Each party plans to support this proposed standard with
compliant products by the second half of 2000.
TRANSCOM Europe Opens Three Call Centers
TRANSCOM Europe, a branch of the Swedish group Kinnevik AB and of SEC
(Societé Europeénne de Communication), has opened its third
call center in one month, in Eindhoven, the Netherlands, which will employ
250 people when fully staffed. The center hosts 120 seats and will be
operational from 7 a.m. to 11 p.m., local time, seven days per week. Over
the next two years, TRANSCOM Europe will invest 2.8 million Euros ($2.87
million U.S. at press time) in the site. TRANSCOM Europe offers its clients
a range of teleservices for such applications as sales, customer service,
client acquisition and e-mail services. The company currently runs nine
call centers in Europe: Dusseldorf, Paris, Vienna, Amsterdam, Milan, Luxembourg,
Zurich, Raon l�Etape and Rostock.
CompleTel Launches Services In Munich
CompleTel, a European facilities-based local exchange carrier (CLEC),
has announced the launch of high-speed telecommunications and Internet
services in Munich. It represents part of an overall business strategy
to build advanced fiber optic local networks in four initial German markets
(Munich, Berlin, Nuremberg and Essen) with the objective of positioning
CompleTel as an alternative dedicated loop provider to Deutsche Telekom
in Germany for strategically targeted business customers. The Munich launch
follows the company�s fast start in the French market with services already
launched in Paris, Lyon and Marseilles. Services in Berlin, Nuremberg
and Essen will come online within the first two quarters of 2000.
InnoMedia Signs Distribution Agreement With NEC do Brasil
InnoMedia, Inc., a provider of voice over Internet Protocol (VoIP) appliances
and business solutions, has expanded its worldwide product availability
by entering a distribution agreement with NEC do Brasil, a supplier of
business communications solutions to the Brazilian market. Under the multiyear
agreement, NEC do Brasil will distribute and service InnoMedia�s InfoGate
family of products throughout Brazil. The InfoGate family of products
are ITU standard-compliant VoIP solutions that help enable corporations
with multiple locations to achieve savings in their long-distance telephone
charges. Designed to interface to existing PBXs and data networking products,
the InfoGate family of products are voice over IP solutions that route
long-distance calls placed from ordinary telephones over the Internet
or a dedicated IP network.
Sagent And Sofrecom Argentina Partner
Sagent Technology, Inc., a provider of e-business intelligence solutions,
has announced a partnership with Sofrecom Argentina, a subsidiary of France
Telecom Sofrecom, a consulting, engineering, training and information
systems firm dedicated to telecommunications. The intent of the agreement
is to deliver integrated data warehousing and business intelligence solutions
for Sofrecom customers in Argentina. Sagent delivers an open, scalable
solution designed to address the complete lifecycle for Web analytic applications
and enable rapid integration and delivery of large volumes of data from
multiple enterprise sources to interactive Web reports. Sofrecom Argentina
will integrate and customize the Sagent software and ensure the corresponding
support and future evolution of Sagent-based solutions.
Net2Phone Unveils Phone-To-Phone Over IP In The U.K.
Net2Phone Inc. has announced the introduction of Net2Phone Direct in the
United Kingdom. The phone-to-phone service uses Internet telephony to
place ordinary phone calls around the world. The new service is immediately
available to business and residential customers in the U.K. who wish to
open a calling account. Net2Phone Direct routes calls over its own private
IP network, helping enable improved quality of calls as well as least-cost
routing opportunities. Net2Phone�s network currently reaches 30 countries
and expects to be operational in 25 additional countries by the end of
the year. Net2Phone plans to launch similar services in Canada, Germany,
France, Hong Kong, Australia and Japan over the next few months. Net2Phone�s
service works by having a user dial a local phone number, which connects
the call to a local gateway in the U.K., which digitizes the caller�s
voice and puts it onto Net2Phone�s network. The system then prompts the
user to enter the account number and the telephone number they wish to
reach. The call is then carried over Net2Phone�s network to another gateway
located close to the recipient�s area, which switches the call into the
local telephone network and completes the call.
MCI WorldCom Expands U.K. Operations
MCI WorldCom plans to open a U.S. $14 million telecom switching center
in Glasgow, Scotland as part of its U.S. $320 million investment in the
U.K. The company is creating a U.K. fiber optics network, with offices
in the main cities and the headquarters in London. The new engineering
facility is scheduled to open March 2000.
Davox Expands International Reach With New Office In Germany
Davox Corporation, a developer of customer contact solutions, has announced
the opening of a German subsidiary which has a new office in Frankfurt,
Germany. The new office aims to help enable Davox to better serve its
growing base of European customers, as well as its established network
of European distributors. Stephen Richardson-Frankton is to be the onsite
director of sales and operations of Davox GmbH.
Convergys Signs Billing And Customer Care Contract With Telesp Celular
Convergys Corporation, a provider of integrated billing and customer care
for communications companies, recently announced it has signed a six-year
contract with Telesp Celular, S.A., the largest cellular operator in South
America and Brazil�s largest cellular operator, to provide a comprehensive
billing and customer care solution. Telesp Celular serves over 2.7 million
subscribers. Its operating region includes the entire state of São
Paulo, the largest cellular market in Brazil. Under the terms of the contract,
Convergys will customize, manage and operate its new Atlys billing and
customer care solution in a data center staffed and equipped in São
Paulo by Telesp Celular. The contract also calls for data conversion and
migration to Atlys and staff training as well as implementation of Convergys�
Switch Manager and RPM mediation solutions.
infoUSA Signs Licensing Agreement With Dolan Media
infoUSA, a provider of business and consumer information products, database
marketing services, data processing services and Internet marketing solutions,
has announced it has signed a definitive long-term data licensing agreement
with Dolan Media. Dolan is a provider of targeted, specialized business
information products and services. Dolan will pay infoUSA an up-front
fee to receive a five-year license of infoUSA�s databases of 200 million
consumers and 12 million businesses. As part of the licensing agreement,
infoUSA assigned Dolan its option to acquire Hogan Information Services,
Inc., a public records database company. In addition to the licensing
fee, infoUSA will receive complimentary and perpetual access and use of
the combined Dolan/Hogan database of over 100 million public records.
Dolan Media, which publishes local business newspapers in 17 metropolitan
markets, will also give infoUSA the right to use Dolan�s centralized news
archives in infoUSA�s business credit reference products.
Quintus Announces Alliance With Lipstream
Quintus Corporation, a provider of contact center solutions for e-customer
relationship management (eCRM), has announced a strategic alliance with
Lipstream, a provider of live voice communication over the Internet. Under
the terms of the agreement, Quintus plans to integrate Lipstream�s live
Internet voice service with Quintus WebCenter, an integrated set of software
for delivering Web-based sales and service. Quintus WebCenter is a component
of the Quintus eContact Suite, an eCRM solution designed to allow companies
to provide consistent service across a range of communication channels,
including the Internet, e-mail and telephone. When a customer browsing
on a Quintus WebCenter-enabled Web site clicks on a �let�s talk� button,
he is connected with an agent via Lipstream�s service and will be able
to conduct a live conversation with the agent using the microphone and
speakers on his computer.
Noble Systems And Teleperformance Partner For CRM Strategies
Noble Systems Corporation, a provider if customized call center automation
technology, recently announced a strategic partnership with Teleperformance,
a telemarketing and teleservices outsourcer. By combining Noble Systems�
customer contact center technology (predictive dialing, inbound ACD, blended
and digital recording systems) and solutions with Teleperformance�s outsourcing
presence, the two companies plan to provide a broader range of CRM-related
products and services to clients worldwide.
APAC Teams With Cisco To Drive New E-CRM Solution
APAC Customer Services, Inc. has announced it has collaborated with Cisco
Systems, Inc. to provide the backbone of its new e-commerce customer relationship
management (eCRM) platform. Integrating Cisco Collaboration Server, Cisco
Media Blender and Cisco eMail Manager into the framework for the e.PACSM
platform, APAC aims to provide customers with the ability to improve customer
care and intimacy by increasing the percentage of Web site visitors who
turn into buyers, helping reduce the number of abandoned shopping carts
and improving the �stickiness� of Web sites for greater customer retention.
Using the three Cisco components in its existing call center infrastructure,
APAC hopes to be able to provide customers with a variety of choices for
their Web-based interaction. Using Cisco�s Collaboration Server, APAC
can deliver features to customers such as collaborative �follow me� browsing,
form sharing and split screen comparisons. The integration of Media Blender
will allow customers to choose from multiple communication channels, including
Web, phone, voice over Internet Protocol, Web-based text chat, e-mail
or fax.
Great Elk Partners With GHI Technologies
The Great Elk Company, a supplier of flexible enterprisewide customer
relationship management software systems, has announced the extension
of a partnership with GHI Technologies, a Canadian provider of information
technology consulting and enterprise solutions. The agreement builds on
a partnership established in the Canadian market and allows GHI to implement
Great Elk�s enterprise CRM solution, Visual Elk, throughout North America.
GHI offers full-scale CRM services ranging from defining the scope of
a project to configuration, implementation, training and help desk support.
Primus And Big Science Announce Strategic Integration
Primus, a provider of e-service software and services, and Big Science
Company, the creator of Klones, the Virtual Service Agents for Customer
Care, have announced a strategic integration and partnership aimed to
enable businesses to provide an end-to-end e-service experience to their
online customers. Primus eService software was designed to allow businesses
to better manage the online customer lifecycle from initial marketing
contact through to customer support. With Primus Interchange and the Primus
Associative Search Engine, a user�s e-mail inquiry returns a message that
contains suggested answers to the user�s question, delivering answers
to users and capturing that information for use by the company in the
future. Alternatively, users may opt to search the customer service knowledge
base directly through the company�s Web site. All self-service options
are available 24 hours a day, seven days a week via the Internet. Klones
use a simulated, lifelike agent who chats with users in plain English
to perform many of the same functions as human sales assistants or customer
support representatives. If a Klone cannot solve a problem, it can escalate
it to a live customer support representative.
Daleen Technologies And MetaSolv Form Alliance
Daleen Technologies, Inc. and MetaSolv Software, Inc. have entered into
an alliance through which the two companies plan to integrate their OSS
solutions. Together, Daleen�s Billplex solution and MetaSolv�s Telecom
Business Solution (TBS) software will help provide integrated communications
providers with a solution for managing customer information, order processing,
inventory, trouble resolution, service provisioning, billing and workflow
processes. The goal is to enable integrated communications providers the
ability to offer customers a range of communications and information services,
including voice and data services, Internet access and Web and applications
hosting. The planned date for commercial availability of the integrated
solution is the second quarter of 2000.
Sprint And Cisco Announce Internet Solutions
Sprint And Cisco Systems have announced the availability of three complete
Internet access packages for business. The Sprint and Cisco offer, called
Enterprise Internet Access Solutions, aims to provide businesses of all
sizes with a solution for connecting to the Internet. These solutions,
the product of a relationship that brings together Sprint�s network technologies
with Cisco�s networking expertise, help allow customers to select scalable
services that meet their business needs. The three Internet access solutions
are designed to meet low-, medium- and high-speed bandwidth needs: businesses
with minimal bandwidth requirements (128Kb connection), those looking
to expand their current Internet applications beyond basic services (T1
connection) and companies that want to conduct online commerce through
a dedica
ed connection (DS3 connection). Additionally, each of these packages is
designed to provide businesses with the tools required to access the Internet
at one fixed price, helping alleviate business issues over highly volatile
usage costs.
Davox And Kana Strike E-Business Alliance
Davox Corporation, a developer of customer contact solutions, and Kana
Communications, Inc., a provider of online customer communications solutions,
have announced that Davox will license Kana�s technology for inclusion
in the second phase of its Ensemble customer contact suite. Ensemble is
a customer interaction management suite designed to support inbound, outbound
and blended customer contact through telephone, electronic mail and Web
channels. Under a separate agreement, Davox will immediately resell Kana�s
product suite to prospective and current Davox customers. Under the technology
licensing agreement, Davox will incorporate e-business technologies from
Kana for e-mail response and electronic direct marketing into the Ensemble
customer contact suite. The second phase of Ensemble is expected to become
available in the second quarter of 2000 and the offering is to be branded,
sold and supported as a Davox product.
Naviant Announces Marketing Agreement With Service911.com
Naviant has announced a marketing agreement with Service911.com, a vendor-neutral
PC support Web site. Naviant, which provides registration services for
more than 300 technology products, is offering businesses the opportunity
to participate in its affinity marketing program, an electronic sales
channel to cross-sell and upsell products and services. Service911.com
will now participate in this program. Naviant processes product registrations
from customers who have purchased new computers, peripherals and software
products. Once a customer has registered a product through Naviant�s e-Registration,
Naviant downloads targeted complementary and service offerings, which
will now include Service911.com.
ADC Expands Fond Du Lac Call Center
Advanced Data-Comm has introduced plans to expand its recently developed
call center in Fond du Lac, Wisconsin. The 7,200 square-foot site will
be enlarged to 14,400 square feet. An additional 80 workstations, a training
room and offices will be developed and remodeling is already in progress.
The company began hiring additional agents in January 2000 and hopes to
have the renovated space operational in early February 2000. Currently,
ADC employs approximately 1,000 individuals with 82 employees at the Fond
du Lac site. It anticipates adding an additional 100 employees at the
site.
AFFINA Announces Plans To Expand
AFFINA Corporation, a provider of marketing services, has embarked on
a process to add several hundred customer service representatives to its
existing call centers and sales support centers, as well as explore the
potential of adding new call center locations to its current presence
in five states and Canada. The company provides comprehensive marketing
services aimed to help clients build customer loyalty. Services include
call center, database marketing, market research, customized technology
solutions, closed-loop lead management, fulfillment and Internet services.
The company currently employs approximately 1,500 individuals.
DISA Expands Role To Include XML
Data Interchange Standards Association (DISA) launched the Collaborative
Services initiative intended to expand the association�s reach to extensible
markup language (XML) and Internet technology development. The association
is currently working on developing XML specifications with an array of
organizations, including OpenTravel Alliance (OTA), Interactive Financial
Exchange (IFX) Forum and Mortgage Bankers Association of America�s (MBA)
Mortgage Industry Data Standards Maintenance Organization (MISMO) initiatives.
Sprint Adding New Call Center
In response to the growth of its local consumer telecommunications business,
Sprint has announced plans to establish a new 250-seat call center in
Medford, Oregon. The new call center, scheduled to be operational by the
second quarter of 2000, will handle calls from residential customers served
by Sprint�s Local Telecommunications Division (LTD), which serves approximately
8 million customers in 18 states. The Medford call center will increase
the number of Spring employees in Oregon by about 50 percent.
Switch & Data Facilities Announces New Corporate Headquarters
Switch & Data Facilities Co. (S&DFC), which operates carrier-neutral,
telco-grade shared infrastructure facilities, has announced the opening
of its new corporate headquarters in Tampa, Florida. The company plans
to increase its back-office staff to provide improved services and support
to its customers. S&DFC�s network connection centers help enable Internet
service providers, competitive local exchange companies and mid-sized
long-distance companies to enter new markets. The new 6,000 square-foot
facility will serve as the offices of the chief executive officer as well
as the company�s finance, customer support, marketing, sales, real estate
and human resource management departments and will help the company accommodate
new hirings.
Blue Pumpkin Launches Expansion Into Canada
Blue Pumpkin Software, a provider of workforce management solutions, has
announced the expansion of its international operations into Canada, with
the opening of a field office in Toronto and the appointment of four local
distributors. Heading up the Canadian expansion is newly appointed country
manager Meier Deutsch, who will be responsible for building and managing
the Canadian sales channel, as well as for building brand awareness in
the marketplace with distributors and integrators.
Genesis Communications Expands Service To Illinois
Genesis Communications International, Inc., a provider of local and long-distance
telecommunications services to the Hispanic market, has announced further
expansion of the company�s network, enabling service to Illinois. With
the addition of Illinois, including the Chicago metropolitan area, Genesis
now services eight of the most heavily populated Hispanic markets in the
U.S. Genesis offers a variety of domestic and international calling programs
and packages, including the Hispanic Advantage Program. In addition to
long-distance discounts on rates to Mexico, Latin American and within
the U.S., members of the Hispanic Advantage Program receive discounts
on travel, insurance, legal assistance and cellular services.
InTeleServ Expands Call Center
International Tele-Services, Inc. (InTeleServ) of Norcross, Georgia, has
announced the expansion of its call center. The company plans to double
its current call center capacity and expands its physical space to accommodate
its training facility. The company is an enhanced service provider specializing
in national directory assistance for the independent payphone provider
(IPP), competitive local exchange (CLEC), interexchange carrier (IXC),
wireless and independent local exchange (ILEC) and general commercial
industries. From its Norcross operation center, InTeleServ furnishes its
customers access to 130,000,000 business and residential listings, including
Canada, as well as toll-free listings.
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