SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




 

callcttechnology.gif (2256 bytes)
February 1999


Inbound Routing Software Roundup

Editor's Note: This month we've "corralled" a listing of products (detailed in the legend to the right) that fall under the broad "inbound routing software" category, to aid you in your purchasing process.

As an added bonus, be sure to see our sidebar for some "buying tips," authored by Ovum's David Bradshaw.Ovum is an independent telecommunications, new media and information technology analyst group, which provides information and advice on key market, technical and regulatory developments. Ovum funds its own research and accepts no sponsorship from vendors or other interest groups.

Legend

  • A: PC-ACD
  • B: ACD Software
  • C: Standalone ACD
  • D: Customer Interaction Management Software
  • E: E-mail ACD
  • F: E-mail Management Solutions
  • G: Web Callback
  • H: AIN/Telco Platforms
  • I: VRU
  • J: PC-PBX Software
  • NA: Not Available

Company Contact Phone Web/E-mail Product Type

3Si, Inc.

Karen Aldridge

303-741-9123

www.3Si.com

B

Acuity Corp.

Jeff Mangels

512-425-2200

www.acuity.com

B, D, G

Alston Tascom, Inc.

Bill Cortus

909-517-3660

www.tascominc.com

C

Amanda Co., The

Lisa Russell

949-661-2660

www.tao.com

I

Amarex Technology

Barnett Bezme

212-759-0610

www.amarex.com

I

Amcom Software, Inc.

Kathy Veldboom

612-946-7715

www.amcomsoft.com

A

Apropos Technology

Jody Wacker

630-472-9600

www.apropos.com

B, G, I

Aptex Software, Inc.

Gaylin Allbaugh

619-623-0554

www.aptex.com

D, E, F, G

Artisoft, Inc.

Lorraine Anastasio

617-354-0600

www.artisoft.com/telephony

J

Aspect Telecommunications

800-226-8441

www.aspect.com

C

ATIO Corp.

Thomas McCloud

612-837-4000

www.atio.com

A, E, I

Aubeta Telecom

Dave Morse

425-869-1700

www.aubeta.com

A

Ava Technology, Inc.

Kathy Hogan

800-488-8840

www.avatech.com

I

AVT Corp.

Ryan Betz

425-820-6000

www.avtc.com

A, I

Balisoft Technologies Inc.

Cynthia Keeshan

416-256-1419

www.balisoft.com

B, D

BayStone Software

Jane Paducci

800-229-7866

D

BCS Technologies, Inc.

Kevin Kormondy

303-713-3000

www.bcstechnologies.com

C

Big Sky Technologies, Inc.

Lynne Cooley

619-715-5034

www.bigskytech.com

I

Brightware, Inc.

John Knightly

415-884-4744

www.brightware.com

D, E, F

Brite Voice Systems

Todd Crandell

407-357-1000

www.brite.com

I

Buffalo International, Inc.

David Friedman

914-747-8500

www.opencti.com

A, I

Business Evolution

Kate Doyle

609-951-0216

www.businessevolution.com

B, D, E, F

CadCom TeleSystems, Inc.

Jack Baldwin

800-537-1827

www.cadcom.com

A

Call Processing Solutions

Michael Malaga

800-472-2291, ext. 206

www.callprocess.com

I

CallPro Canada, Inc.

Bob Morgan

416-718-3449

www.callpro.com

D, I

Castel

Robert McDermott

781-324-0140

www.castelhq.com

B

CellIT, Inc.

Joe Velasco

305-639-2259

www.cellit.com

A, H, I

Chadbourn Marcath Inc.

312-915-0300

www.chadbourn.com

B, F

Chordiant Software, Inc.

Tim Hurley

408-517-6100

www.chordiant.com

D, F, G

Cintech

Bruce Plummee

513-731-6000

www.cintech-cti.com

A

Clarify Inc.

888-CLARIFY

www.clarify.com

D

Composit Communications International

David Borts

760-918-8792

www.composit.net

B

Computer Communications Specialists, Inc.

Nesha Bailey

770-441-3114

www.ccsirv.com

A, I

Computer Telephony Solutions Inc.

Jack Wikselaar

602-496-9040

www.comptel-solutions.com

B, I

Comverse Information Systems

800-967-1028

www.cis.comverse.com

B

Copia International, LTD

Dorothy Gaden-Flanagan

630-778-8898

www.copia.com

I

Corepoint Technologies

Nada L. Mackinney

800-426-7777, Priority Code: 6i8ba001

www.corepoint.com

I

Cortelco Systems, Inc.

Pam Miles

901-365-7774

www.cortelcosystems.com

B, I

CosmoBridge Alliance Group, Inc.

Simon (See-Sung) Lee

213-683-1866

www.cosmobridge.com

B, F

CosmoCom, Inc

Terri Ghio

516-851-0100

www.cosmocom.com

C, E

Courion Corp.

Chris Zannetos

508-650-0330

www.courion.com

I

Customer Management Automation (CMA)

Julie Burroughs

800-700-5114

www.cmacti.com

I

CustomerSoft, Inc.

Sara Kanouff

303-784-7095

skanouff@customersoft.com

D

Cyber Data, Inc.

Ralph Potente

516-942-8000

www.cyberdata.com

I

Davis Software Engineering, Inc.

Dawn M. Smith

214-758-3642

www.davissoftware.com

D, E

Davox Corp.

Barbara Kennedy

888-864-7664

www.davox.com

D

Decisif Software Solutions

Danielle Larose

514-362-7117

www.decisif.com

B, I

Diagenix Corp.

781-871-6624

www.diagenix.com

I

Dialog Software, Inc.

Jeff Rider

212-697-2690

jrider@dialogsoft.com

F

Diffusion, Inc.

650-237-8500

www.diffusion.com

D

Digital Techniques, Inc.

David Mackey

972-727-1200

www.digitaltechniques.com

B

Distributed Bits, LLC

Derek Scruggs

312-207-1500

www.dbits.com

F

DMW Worldwide

Michelle Hoppe

719-548-1101

www.dmwworldwide.com

D

e2 Software Corp.

Cathy Rentzel

972-663-2542

www.e2software.com

E, F

EASE CT Solutions

Shannon Thompson

770-642-7575

www.easey.com

I

EASYphone, Inc.

David Musser

408-965-5511

www.easyphone.com

D, I

EasyRun Communication Software Systems

Boaz Zilberman

201-541-1855

www.easyrun.com

A

Edify Corp.

Maurice Okawaki

800-944-0056

www.edify.com

G, I

eGain Communications Corp.

Sales

800-603-4246

www.egain.com

D, E, F

Ericsson Enterprise Networks

Jennifer Ziegler

919-472-6459

B

e-Voice Communications

Werner Kieke

408-991-9988

www.evoicecomm.com

J

EXECUTONE Information Systems, Inc.

Tricia Dell Aquila

203-876-7600

www.executone.com

A, D

Foresight Software

Jane Springfield

770-206-1000

www.foresight-esp.com

D

Fuseworks

Arden Redfern

819-771-8182

www.fuseworks.com

D, G

Genesys Telecommunications Laboratories, Inc.

Linda Hein

888-GENESYS

www.genesyslab.com

E, F

GeoTel Communications Corp.

Many Pieretti

978-275-5100

www.geotel.com

B, D, H

IEX Corp.

Suzette White

972-301-1300

www.iex.com

B

IMA

800-776-0462

www.imaedge.com

D

Innovative Search Technology

Mark Cohen

949-475-9170

heliosdio@earthlink.net

B

Intecom

Brady Fly

972-855-8848

www.intecom.com

D

IntegraTRAK, Inc.

Bethany Beatty

319-373-0093

www.integratrak.com

J

Intelemedia Communications, Inc.

Judson Rogers

972-994-0700

www.intelemedia.com

I

Intellisystems

Jacki Peach Hallerbach

800-637-8400

www.intellisystems.com

I

Intelogistics

Roy W. Semplenski

954-453-5757

www.bestivr.com

I

Interactive Intelligence, Inc.

Lisa Michael

317-872-3000

www.inter-intelli.com

A, D, E

InterVoice, Inc.

John Cannon

972-454-8862

www.intervoice.com

I

ISM-BC Telecom Solutions

Michelle Mollineaux

604-293-6005

www.ismbc.com

B

Iwatsu

Michael Marchioni

800-974-5070

www.iwatsu.com

B, C

Janna Systems, Inc.

Denis Martineau

416-483-7711

www.janna.com

D

Kana Communications, Inc.

Trevor Dean

650-325-9850

www.kana.com

E, F

Kanisa Inc.

Vince Emery

408-863-5775

www.kanisa.com

D, F

Komtel Inc.

Dennis Kohanek

203-790-9989

www.komtel.com

I

KPN, Royal Dutch Telecom

Susan Ellman

212-246-1818

G

Linkon Corp.

203-319-3123

www.linkon.com

H, I

LiveService.com

Timothy Seims

888-608-9818

www.liveservice.com

G

MCI WorldCom Call Center Services

Nancy Montgomery

800-369-3660

www.wcom.com

F

Melita International

Angela McMahon

770-239-4000, ext. 4449

www.melita.com

D, G

MicroAutomation

Dave McCrabb

703-378-7000

www.microaut.com

I

Mitel Corp.

Joann Crane

800-MITEL-SX

www.mitel.com/callcenters

B

Molloy Group, Inc.

Ellen Chang

973-540-1212

www.molloy.com

D

Mosaix, Inc.

Joe White

425-881-7544

www.mosaix.com

D

Motive Communications, Inc.

Andrew Rauch

512-339-8335

www.motive.com

D

Mustang Software, Inc.

Jim Harrer

805-873-2500

www.mustang.com

D, E, F

NCR Corp.

Alina Morejon

732-404-3142

www.ncr.com

D

NEC AMERICA INC.

Judy Graham

972-518-4404

www.cng.nec.com

B

netDialog, Inc.

Bill Bondurant

650-372-1200

www.netdialog.com

D

NEXTCOM

Medy Shaw

310-360-2082

medys@sales.nextcom.net

A

Nitsuko America

Sales Support

800-365-1928

www.nitsuko.com

A

Nortel Networks

800-4NORTEL

www.nortel.com

B, I

Nova CTI, Inc.

Dick Callahan

800-NOVACTI

www.novacti.com

B

Nuera Communications, Inc.

Julia Hutton

619-824-4068

www.nuera.com

I

Omega Systems

Mitch Radpour

800-556-6342

www.omega2010.com

J

Oracle Corp.

Kathy O'Leary

650-506-2209

koleary@us.oracle.com

D

PakNetX

Chris Botting

603-890-6616

www.paknetx.com

B, C, D

Partnerware Technologies, Inc.

Doug Reid

888-499-3000

www.partnerware.com

D

Parwan Electronics Corp.

Suraj Tschand

732-290-1900

www.voicesaver.com

I

Pegasystems Inc.

Lisa Deschamp

617-374-9600

www.pegasystems.com

D

Perimeter Technology

Debbie Goff

603-645-1616

www.perimetertechnology.com

B

Philips Speech Processing

Matt VanVleet

800-899-6837

www.speech.philips.com

I

Picazo Communications, Inc.

Tamye Oshman

972-866-2000

www.picazo.com

A

Pipestream Technologies, Inc.

Jeff Andrews

800-296-4472

www.pipestream.com

D

POINT Information Systems

Erik Haagensen

800-311-0215

www.pointinfo.com

D

PRIMA

Maxime Gousse

514-768-1000

www.prima.ca

I

Primus Knowledge Solutions, Inc.

Sue Whitcomb

206-292-1000

www.primus.com

D

ProAmerica

Sales

972-680-6292

www.proam.com

D

Product Knowledge, Inc.

Jerry Sisson

303-938-8122

www.proknowledge.com

D

Pronexus

Marc Wolvin

613-839-0033

www.pronexus.com

B, I

Pulse Software & Consulting, Inc.

Mohan Markandaier

905-415-0010

www.pulsesc.com

I

Quintus Corp.

Nancy Castillo

800-337-8941

www.quintus.com

D

Saratoga Systems, Inc.

Marylyn Bigler

408-371-9330

www.saratogasystems.com

D

Scherers, Inc.

Lorraine Barber

800-622-2200

www.scherers.com

I

ServiceSoft Corp.

Leila Dillan

781-449-0049

www.servicesoft.com

D

Siemens Information & Communication Networks

408-492-2000

www.icn.siemens.com

B, E

Silknet Software, Inc.

Michael Bettua

603-625-0070

www.silknet.com

D, E

smallwonder! softworks, inc.

Bill Maynard

800-258-5828

www.smallwondersoftworks.com

D

SOFTGEN INTERNATIONAL

Leslie Leland

214-880-0866

www.softgenintl.com

G

Softlabs Pte. Ltd.

Kok Kee, Yong

+65-850-6658

www.softlabs.com.sg

B, I

Sonant Corp.

Joe O'Loughlin

800-929-2920

jwo@sonant.com

A, I

SoundLogic CTI Inc.

Elham Ahmadzadeh

604-291-9989

www.soundlogic.net

E

Startel Corp.

Debra Roper

949-863-8700

www.startelcorp.com

B, C

Syntellect Inc.

Susan Harmon

800-347-9907

www.syntellect.com

I

SZETO TECHNOLOGIES

Sherry Goucl

514-331-9152

C

Tadiran Telecommunications, Inc.

Candy Barr

727-523-0000

www.tadirantele.com

A

Teknekron Infoswitch

Yvonne Powell

817-262-3100

www.teknekron.com

C, D

TelAthena Systems LLC

Deirdre Boyle

888-777-7565

www.telathena.com

D

Telecorp Products

Christina Akers

248-960-1000

www.telecorpproducts.com

B, D

Telekol Corp.

J.E. Heydecker

781-487-7100

www.telekol.com

I

TeleService Technologies, Inc.

Patrick Rockhill

888-TST-7701

A

TeleSynergy Research (U.S.A.) Inc.

Michelle Tsai

408-260-9970

www.telesynergy.com

J

Teloquent Communications

Steve Guthrie

800-468-6434

www.teloquent.com

B

TMSI Inc.

Scott Winn

888-229-5969

www.tsb.ca

G

Tobit Software

Francois M. Nadeau

514-392-9220

www.tobitsoftware.com

F

Tone Software Corp.

Lisa Bynum

714-991-9460

www.tonesoft.com

B

Unisys

Lucia Romano

215-986-4698

www.unisys.com

C, D

Virtual Hold Technology

Mark Williams

330-666-1181

www.virtualhold.com

B, G, I

Vodavi Communications Systems, Inc.

Jacque Hamilton

602-443-6440

www.vodavi.com

I

VSN Systemen BV

Ruud Peeters

+31-0-478-555-000

info@opentsp.com

A, H, I, J

WebLine Communications

Chris Miller

781-272-9979

www.webline.com

G

WhiteCap Development Corp.

Liza Hayman

781-246-3343

www.whitecap.com

A

Wygant Scientific, Inc.

Gerry O'Scannlain

503-227-6901

www.wygant.com

A

Xantel Corp.

Kristen Beckman

602-446-4036

www.xantel.com

A, D, I


Buying Tips For Inbound Routing Software

BY DAVID BRADSHAW, OVUM INC.

  • Don't neglect the majority of your customers by focusing entirely on the whiz-bang Web technology! With a few exceptions, call centers will do the vast majority of their business by phone, so keep improving the service you give to your core customers.
  • Get the Web basics right. Prioritize callbacks to Web site visitors who press your "call me back" button. If you can catch them while they're still looking at your Web pages, you have anywhere between a 30 and 400 percent better chance of getting their business.
  • Your next Web-oriented step should be simultaneous Web and voice interactions. Show me something and tell me about it at the same time -- now you've got my full attention and I'm much more likely to buy.
  • Keep your outbound options open -- whenever you choose a product, consider whether it will get in the way in the future. Many companies that work purely inbound are now finding that they want to do outbound work as well.
  • Consider e-mail in the call center. Some CTI vendors now allow you to queue e-mail like a voice callback. But consider -- do your agents have the skill to handle e-mail and is it a good use of their time? Might the "back-office" staff handle e-mail better? Neither approach is right or wrong, but you have to decide.
  • Buying a suite of products from a single vendor normally reduces the hassles of getting everything working together; however, suites can make it much harder to integrate products from other vendors.
  • Do a simulation before adopting skills-based routing. Getting it wrong can make your service level drop like a stone.
  • Voice-over IP is getting better, but it's still a lot worse than POTS. More likely than VOIP replacing POTS is VOIP forcing down the cost of POTS through "arbitrage."
  • Always give customers a way out of your IVR system and, increasingly, out of your Web site, as well. Customers "need to talk to somebody NOW" when things go wrong.
  • If you want to be "bleeding edge," consider being a reference site -- you'll get a better price and you'll make sure it's in the vendor's interest to ensure the technology works.
  • If you're not bleeding edge, always ask for references from vendors, make sure the references are doing what you're planning to do and always speak to them directly yourself.
  • Don't forget to bring your IT manager into the decision-making arena to avoid nasty fights over CTI at a later date.
  • Before you take the plunge, reconsider outsourcing. Some companies will let you bring your own staff into their call center so that you can test the market and products available before taking the plunge of buying.
  • Finally, bargain hard -- it's a buyer's market right now. But leave your suppliers enough of a profit margin to do a profitable job without cutting corners.

Trends
Soon, special-purpose ACD switches will be no more, in the same way predictive dialers are becoming software-only devices. Of course, you will still need a switch, but a general-purpose PABX (with sufficient capacity to handle the call load) will be what you'll buy; you'll then use your selection of ACD software. The benefit for the user is that you have the flexibility to use some of the switch capacity for other things, like outbound.

All-in-one boxes (PC-PBXs) are being aggressively pushed by some vendors, most vociferously (at present) by Interactive Intelligence, Inc. They offer some advantages to medium-sized call centers, notably built-in CTI and the ability to stack together all interactions in one server. But they will be a much more attractive and natural option when VOIP arrives as a standard choice for voice in a wide range of carrier networks. Ovum predicts that VOIP will reach only 7 percent of total traffic in North America by 2005.

The jury is still out on how useful Web chatting will be. It's a technology that allows a single agent to interact with multiple visitors to a Web site. It allows a high degree of "personalization" of interactions. It is perfectly good technology, but it has to shake off its "sleazy" image -- like many leading-edge Web technologies, it has been first adopted by "adult" sites.

Natural language interfaces are here, but still very much bleeding edge. Recognition and interpretation accuracy considerations aside, we still have to figure out how to use the technology without scaring away callers. We have to learn how to make people feel comfortable interacting in an unstructured way with a computer. Just as in the early days of touch-tone IVR, many people will find it extremely scary and will run a mile before using it. That's not to say it won't work -- it will -- but it will be a while before it will seem natural to the callers.

So far, natural language technology is seen as a replacement for IVR. But it could be so successful that it will begin to encroach on the traditional area of the call center. When callers finally get used to making simple requests to a machine, the human agents can dedicate themselves to things they do really well -- the more difficult and humanizing tasks.

David Bradshaw is a senior analyst with independent analyst group Ovum Inc. and lead author of Ovum Evaluates: Call Center Software.







Technology Marketing Corporation

35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2018 Technology Marketing Corporation. All rights reserved | Privacy Policy