CTI Expo Fall '98, held December 1-4 in San Jose, California, was an outstanding
success. One reason nearly 15,000 attendees crowded the Exhibit Hall floor was to learn
about and purchase the products CTI Expo exhibitors were showing. The editors of C@LL
CENTER Solutions, with the editors of our sister publications Internet Telephony
and CTI magazine, plus the engineers of TMC Labs, spent two days pounding the
cement of the Exhibit Hall floor to ferret out the Best of CTI Expo Fall '98. The
winners, with a C@LL CENTER Solutions focus, are listed here for your reference.
For a full list of winners, click here.
The Best of CTI Expo awards are given to companies that demonstrated outstanding
products or services at the show. Participants were judged on technologic innovation, and
judges placed an emphasis on feature sets, the ability to work with existing standards,
and contributions to the development of future CTI, Internet telephony, and call center
products and services. Make sure you visit our award winners, and the new round of award
contenders, at CTI Expo Spring '99, to be held May 24-26 in Washington, D.C. For
more information, visit the CTI Expo Web site at www.ctiexpo.com.
Acxiom InfoBase Profiler
Acxiom's new product, the InfoBase Profiler, is designed to profile incoming calls on the
basis of telephone listing and demographic (household and census level) data. This
information is delivered at the point of customer interaction via screen pop (which can be
integrated into a call center application or prompt a script) to a call center agent,
helping them to better target product/service pitches to callers. Acxiom Corporation
provides a variety of data products, integration services, mailing lists, data warehousing
and decision support services. For more information, call 501-336-2241 or visit www.acxiom.com.
The ALeSys Integrated Approach To Call Center Training
The ALeSys approach begins with an analysis of the call center's work procedures. ALeSys
then observes the learners and trainers during actual training to determine the
effectiveness of the current training design and delivery system, and the support systems
to determine how well training is transferred to the job. AleSys then develops
recommendations for improvements in the learning. Based on those findings, ALeSys will
redesign current training, or develop new training to better accomplish business
objectives. Next, the revised training program is piloted. The three remaining steps
involve: training the trainers to teach and reinforce the redesigned program, the
reinforcement and support of the learning while on the job, and finally, a measurement of
the impact learning has had on the bottom line. For more information, call 352-336-8900 or
Arial Systems Corporation
The ArialView Awareness System
It's often difficult to get hold of the right person at the right time, especially in call
centers - e.g., a manager is needed for dealing with an exceptionally difficult customer
but cannot be located. Arial Systems has proposed an innovative solution to this problem
with its ArialView Awareness System. It utilizes a network of small signal receivers
called "Awareness Nodes" mounted throughout a facility. These nodes send a
signal to a server called the Awareness Engine, which tracks employee-worn identification
badges (they can also be affixed to hardware) that broadcast a signal to the Nodes every
few seconds with their identity, location and availability information. The ArialView
search feature provides the call center agent, for example, with the manager's current
location and nearest phone extension to which the call can then be routed. For more
information, call 888-973-9925 or visit www.arialsystems.com.
Aspect ACD Software Release 7
In booth #330, Aspect Telecommunications featured the latest version of their ACD Software
- Release 7. Release 7 is especially appropriate to CTI Expo, since its focus is on
integration - for multisite and multisystem call centers, as well as for customer contact
and handling methods, such as e-mail, Web, fax, and data. Aspect's Release 7 is based on
standards such as SNMP and DHCP, and is designed to work on widely used and accepted
platforms: Windows NT servers, Oracle databases, and Intel Pentium processors. For more
information, contact Aspect Telecommunications at 408-325-2200, or visit their Web site at
Blue Pumpkin Software
PrimeTime Product Line
PrimeTime is designed to balance employee availability, agent preferences and staff
specialization and skills with the customer service needs of the call center. PrimeTime
Skills, for example, provides a skills-based scheduling engine to help you make efficient,
effective and full use of your ACD and multi-skilled agents. The interface is intuitive
and logical, facilitating the easy apprehension and configuration of the software thereby
increasing your speed to implementation. Graphical performance reports also help make it
easier to evaluate the effectiveness of your workforce and call center in keeping service
at optimum levels. For more information, call 650-429-6300 or visit www.blue-pumpkin.com.
Object Telephony Server (OTS)
Buffalo International's Object Telephony Server (OTS) allows for ACD, IVR and predictive
dialing on an open architecture platform that integrates with third-party applications in
the call center. At their booth, Buffalo International had a demo version of their OTS
"Buffalo engine" running, showing how it is able to link telephones,
workstations, servers and other applications in the call center via an Ethernet
connection. OTS uses Dialogic hardware, is fully SCSA compliant and provides an API
accessible from almost any computer platform. For more information, contact Buffalo
International at 914-747-8500, or visit their Web site at www.opencti.com.
CCPRO - The Call Center Professional
Developed specifically for the call center industry, CCPRO's test-bed was one of the
nation's largest service agencies. CCPRO, a standards-based client/server platform,
replaces the numerous, disparate systems traditionally associated with inbound/outbound
call center operations - e.g., predictive dialers, ACD/PBX, IVR, recording systems, CTI
gateways, digital announcers, fax servers, voice mail - with one centralized system. CCPRO
is an ATM-based solution that also provides unified SQL reporting, virtual call center
capabilities, rules and skills-based routing, call recording and archiving, etc. For more
information, call 305-436-2385 or visit www.cellit.com.
Customer relationship management (CRM) is a growing concern in business today. The call
center, as the focal point for customer contact, is becoming increasingly instrumental in
a company's CRM efforts. Cincom's Encompass is designed, in part, to make the information
the call center acquires about customers available to the enterprise. Encompass' WorkFlow
FrameWork, for example, enables call center agents to automatically launch tasks into
predefined workflow processes, affecting other areas of the enterprise, right from their
desktop. The Product Configurator is a rules-based engine that enables the definition of
complex product and service configurations to assist agents in service and sales
environments. The Customer Correspondence and Archiving component of Encompass enables
agents to quickly customize standard document templates. For more information, call
513-612-2112 or visit www.cincom.com.
Communication Advice and Design
RouteMaster (RM) Report Manager
Communication Advice and Design (CAD) exhibited as a Lucent partner in booth #818. CAD
offers call accounting/telemanagement software, a variety of billing packages, and
state-of-the-art voice logging products (includes stations, trunks, and T-1s). Bart and
Terry Ryan spent a good deal of time discussing the logging and monitoring market with one
of our editors and offered their insight into the industry as a whole. CAD's products are
unique, flexible, with distributed and/or centralized processing, provide LAN/WAN-IP,
automated reports, security, and an unmatched search engine - all with CAD's proactive
service. For more information, contact CAD at 818-591-3133, or visit their Web site at www.cad-routemaster.com.
The ALL-IN-ONE Call Center Solution
The Easyphone product is a suite of open software modules that include: CTI, IVR,
intelligent routing (across distributed call centers, as well), call information screen
pop to the desktop, scripting tools, real-time campaign monitoring and dynamic database
management, three dialer pacing modes (power, preview and predictive), a Web access
component for callback scheduling and VoIP, seamless connectivity to legacy systems and
integration to relational databases, a call recording system and a module to expedite call
wrap-up. Easyphone has created an impressive product suite which, since it's open and
based on industry standards, can be integrated into existing call center systems, or
third-party systems (as long as they conform to standard APIs) or fit into the Easyphone
solution. For more information, call 408-965-5511 or visit www.easyphone.com.
eGain Communications Corp.
eGain E-mail Management System
Many companies are seeking a solution to the, now proverbial, e-mail headache. Many call
centers are being tasked with the responsibility of handling and responding to those
e-mails - eGain's solution is a great way for businesses to tackle those high e-mail
volumes. eGain's intuitive, Web-browser-based user interface facilitates rapid deployment
and supports remote workers. The heart of the system, however, rests in its automated
response, rules-based routing engines as well as its knowledgebase of responses that can
be used to further facilitate the speedy resolution of customer inquiries. eGain has also
incorporated real-time management reporting and agent supervision tools. At CTI Expo,
eGain also demonstrated a seamless integration with Remedy's call tracking system - if a
customer were to call and e-mail regarding the same issue, the two records would be
integrated, thus ensuring the customer received a single response to a single issue,
helping to improve customer satisfaction and retention. For more information, call
408-737-7400 or visit www.egain.com.
Quality customer service is of increasing importance - the consistent delivery of that
service is also vital. Eyretel's QualityCall enables call center managers to address this
concern. The system can be instructed to evaluate agents/calls based on
application/database-derived parameters like customer account number, claims number,
customer or inquiry type. QualityCall will record more calls than are needed for
evaluation purposes. The selection parameters and profiles you defined will then be
applied so that only those calls that best match your request will be selected. It will
then incorporate an objective, consistent scoring system based on criteria you've
determined. For more information, call 301-586-1900 or visit www.eyretel.com.
Genesys Telecommunications Laboratories, Inc.
Voice Treatment Option
A software-based solution, the Voice Treatment Option provides two key voice processing
capabilities. The first, pre-routing information collection, enables a company to gather
information about callers (e.g., account numbers, menu selections) and forward this
information to the Genesys Interaction Router, where it can be used to make more effective
routing decisions. This option is effective for menu/service selection and caller entered
digit/data collection. The second capability, queuing call treatment, allows a company to
apply a variety of voice treatments to calls which are being "held in queue."
These treatments can be directed based upon caller characteristics (e.g., language spoken)
and can include more sophisticated messaging such as informing callers of their position
in queue. For more information, call 415-437-1100 or visit www.genesyslab.com.
GeoTel Communications Corporation
Intelligent CallRouter (ICR)
Many companies are finding that a distributed/virtual call center environment makes sense.
The challenge, however, lies in ensuring that these multiple points of presence function
as a single, unified organism. GeoTel's ICR, creates an enterprisewide, customer
interaction platform by integrating multi-vendor, geographically distributed networks,
ACDs, IVRs, Web servers, databases, desktop applications and other resources, which helps
to surmount that challenge. Calls are routed as efficiently as possible given call center
load conditions - referred to as Pre-Routing. The ICR can also route calls that originate
from a customer's private network of ACDs, PBXs and IVRs. Thus applying the same call
routing intelligence used in the Pre-Routing of calls to calls flowing between sites,
transferring between agent groups, or transferring into or out of IVRs - referred to as
Post-Routing. The ICR also provides for comprehensive, consolidated, real-time and
historical performance reporting and call detail across all of the monitored platforms.
For more information, call 978-275-5149 or visit www.geotel.com.
GN Netcom, Inc.
Call center agents are, obviously, a vital part of any CRM strategy a company may embark
upon. By implication, therefore, the equipment those agents use everyday becomes important
as well - ergonomic products shouldn't be seen as accessories, but as necessities. GN
Netcom's Profile SureFit is a perfect example of a well-designed, comfortable on-the-ear
headset that will help make the working existence of a call center professional much more
enjoyable. Profile SureFit uses a pliable, high-tech composite material (like a strong
putty that retains the shape it's given) which users can mold to suit personal preference.
It also features an omnidirectional, noise-canceling or ultra-noise canceling microphone,
a ratcheting boom (fixed or flexible) and a click-stop headband. For more information,
call 800-826-4656 or visit www.gnnetcom.com.
Hammer Technologies had perhaps one of the busiest booths of the show, but they still had
time to discuss their newest testing technology with our editor. The second-generation
Integrated Stress Generator (ISGII) is a high-volume call generator that stress tests
telecommunications and CTI systems, including voice over network applications. Hammer
offers standards for voice and data test solutions in the telecommunications industry,
including VoIP, call centers, intelligent networks and CTI. Capabilities include load
testing, feature testing, regression testing and in-service surveillance, and network
monitoring. For more information, contact Hammer at 978-694-9959, or visit their Web site
IMA SoftDial Plug-In
IMA SoftDial Plug-In, a software-based predictive dialing algorithm that runs on a Windows
NT-supported PC server, allows call centers that have standardized on Lucent G3 or Aspect
ACDs to generate outbound, predictive calls by dialing through the switch. This helps call
centers leverage their investment in the ACD switch and eliminate the need for additional
trunk lines to support a separate predictive dialer unit. It also eliminates the need for
MIS to integrate and support yet another piece of hardware. For more information, call
203-925-6800 or visit www.imaedge.com.
Enterprise Interaction Center
At any show where Interactive Intelligence is an exhibitor, they are inevitably one of the
busiest booths on the floor. There was no exception to this rule at CTI EXPO, and our
editors even had trouble finding an opportunity to speak with their show personnel.
However, the reason for this busy-ness is clear: Enterprise Interaction Center (EIC) is an
innovative product that integrates the functions of an ACD, IVR and VRU within a PC-based
PBX to provide a single point of access to the call center for all customers, regardless
of the contact media chosen. EIC is now in version 1.3, which is designed to work with
distributed call centers, and which includes the capability for remote administration and
reporting. By providing a single multimedia inbox for access to call center personnel
through e-mail, voice mail, fax and the Web, EIC is a product that continues to push
development throughout the CTI and call center industries. For more information, call
317-872-3000 or visit www.inter-intelli.com.
Kana CMS 3.0
Kana CMS 3.0 is comprised of several components. Kana Mail is the inbound customer e-mail
management application; Kana Control is the administration module for Kana CMS; and Kana
Reports translates raw customer data into valuable management information in a variety of
easy-to-read formats. Kana Reports enables users to run ad hoc queries and customized
reports. Kana Classify analyzes and classifies message content and then automatically
takes the appropriate action, such as automatically responding or routing the e-mail to a
customer service representative to verify or modify the response. Kana Link, the
integration component, enables multi-tier integration at the client, server and/or
database levels. Through Kana Link, Kana CMS integrates with existing e-mail servers
and/or clients, call center technologies, billing systems, customer relationship
management systems, and FAQ or product databases. New enhancements to the core Kana CMS
3.0 functionality include the addition of a Web browser interface, a more scalable,
Web-based architecture, and advanced administration tools. For more information, call
650-325-9850 or visit www.kana.com.
MATRAnet demonstrated a Web-based communication software, M>WebTouch, a product that
promises to convert elusive Web visitors into electronic business customers. The product's
approach is to emphasize the human touch, that is, to provide Web visitors easy access to
live agents, by e-mail, electronic chat, voice over IP, or videoconferencing. Thus,
MATRAnet combines the presentation advantages of the Web with the rapport-building
potential of the traditional call center. (An exciting mix, one which we expect will
characterize the future development of e-commerce.) Written entirely in the Java
programming language, M>WebTouch is designed for deployment on any platform, and for
seamless integration with existing systems and legacy databases. For more information,
call MATRAnet at 650-919-3983 or visit the company's Web site at www.us.matranet.com.
MCK Communications is a leader in remote voice technology and a manufacturer of remote
access solutions for call center agents, telecommuters, and branch offices. By providing
simultaneous voice and data connectivity to the PBX and LAN over one line, MCK EXTenders
create a "virtual office" for teleworkers. At MCK's booth, the demo of EXTender
allowed for outgoing calls to be placed through MCK's office PBX back in Massachusetts,
gaining all the call control functions of the office system from the remote location in
San Jose. For more information, contact MCK at 617-454-6112, or visit their Web site at www.mck.com.
With its Enterprise Explorer, a contact management software, Melita offers call centers a
way to create seamless, cohesive, and thoroughgoing contact strategies. Specifically,
Enterprise Explorer provides centralized control and resource routing for multiple,
geographically distributed call centers. That means the software can help companies
proactively contact many customers and prospects in the most economical way by
automatically routing contacts to sites with the available agents (and the data and
technology) to best handle the work. Thus, even a far-flung, multi-site call center can
leverage all of its many resources, and act as a cohesive whole. Products such as
Enterprise Explorer mean that organization for the call center needn't depend on the
exigencies of space or geography. Rather, organization may be a matter of business rules
and procedures, which can be inspired by business goals. These rules and procedures just
have to be executed by the appropriate technology. For more information, call Melita at
770-239-4000 or visit the company's Web site at www.melita.com.
A turnkey suite of applications, TM Express presents call centers with a convenient option
for the creation, operation and management of an outbound telemarketing operation. The
package includes list management, predictive dialing, graphical scripting, monitoring and
reporting. Thus, Mosaix has all the elements an outbound operation needs to perform its
key goals: make connections and produce results. For example, TM Express maximizes the
likelihood of connections by allowing the call center to choose which records it wants
exported for use by the dialer, and by including voice detection technology that
eliminates more than 97 percent of busy signals, voice mail, pages, faxes, etc. In
addition, call centers can take advantage of TM Express' campaign design tools, and a
scripting application that provides real-time access to a wide variety of relational
databases. Finally, the suite's monitoring component lets the call center track such
activities as live connect percentages, right-party connects, agent productivity, sales
per hour, and progress toward campaign goals. For more information, call Mosaix at
510-749-6300 or visit the company's Web site at www.mosaix.com.
Mustang Software, Inc.
Internet Message Center
Mustang Software's Internet Message Center (IMC) is an intelligent e-mail management
system, is designed to provide sophisticated management capabilities for e-mail workflow
in mission-critical, high-volume call center operations. With a product such as IMC, a
company can manage incoming corporate and customer e-mail the same way it handles its
inbound phone calls - with logic, responsibility, structure, real-time management and
IMC represents a new product category, one that addresses the increasingly frequent
(and even desperate) complaints that e-mail traffic is growing to unmanageable
proportions. What's especially interesting about IMC is that it is based on a modular
architecture, one designed to support seamless integration with back office and front
office applications and databases, enterprise knowledgebases, workforce management
solutions, and CTI middleware applications for screen pops and multimedia blended queuing
to customer service representatives. For more information, call Mustang Software at
805-873-2500 or visit the company's Web site at www.mustang.com.
Noble Systems Corporation
Noble Systems, consistent with its focus on predictive dialers, blended systems, and
digital recording, demonstrated its ATOMS (Automated Telephony Organization Management
System), a turnkey package that includes hardware, software, applications, reporting, and
a relational database. With ATOMS, Noble Systems emphasizes a modular, customizable
approach to call center technology. Specifically, ATOMS begins with a core, open
architecture (Dialogic, Intel, UNIX, and Informix) that may be configured according to
Of particular note is the ATOMS Graphical Manager, a real-time, on-line management and
reporting tool for agent, campaign, and list statistics. As the name suggests, the
Graphical Manager allows the supervisor to monitor and generate reports on all call center
activity. But the Graphical Manager also has a less obvious but perhaps more important
attribute. That is, it enables the supervisor to immediately act on call center
intelligence. Supervisors may assign stations, lines and applications; switch agents from
inbound to blended; add a new list; set up a campaign, etc. - all without shutting down
the dialer or requiring agents to log off. For more information, contact Noble Systems at
404-851-1331 or visit the company's Web site at www.noblesys.com.
Symposium Internet Call Center
The portfolio of products comprising the Symposium Internet Call Center offering consists
of: Symposium Call Center Server, Symposium WebResponse Server, Symposium Agent, Symposium
IVR and Symposium TAPI Service Provider, all of which can be used with either Centrex or
PBX solutions. At CTI Expo, Nortel demonstrated an example of how these separate systems
can be effectively deployed by creating a scenario in which fictitious travel agency
(called Hot Tropics) needed to handle multiple media to service a customer's requests. The
demonstration combined voice, fax, data and the Internet and to demonstrate how agents can
easily alternate between calls, fax processing and e-mail requests. For more information,
call 408-565-2835 or visit www.nortel.com.
Phonetic Systems specializes in the development and deployment of speech-enabled,
telephony-based directory search products. One such product, PhoneticOperator, is
engineered specifically for very large directories, and its unique algorithms are designed
to promote high accuracy (and speed) - even in less-than-optimal circumstances, that is,
even when users provide ambiguous voice input such as accented speech, mispronunciations,
names that sound similar or may be spelled in different ways, and speech obscured by line
or background noise. Another distinctive attribute of PhoneticOperator is its scalability.
While the product can accommodate directories containing hundreds of thousands of names,
it can also scale to work with relatively small directories. For more information, call
Phonetic Systems at 781-229-5823 or visit the company's Web site at www.phoneticsystems.com.
POINT Information Systems, Inc.
POINT Information Systems, which specializes in enterprise relationship management
strategies and improving customer interaction center operations, demonstrated its
TeamPOINT solution, one of the first complete customer interaction product lines with
modules for marketing, sales and customer service for an enterprise environment.
Basically, TeamPOINT is an integrated desktop suite. The modules are designed to work
together - to eliminate the walls between sales, marketing, customer care and automated
back-office systems, and to help companies more effectively and cost-efficiently identify,
win, retain, and service loyal customers. For more information, call POINT Information
Systems at 781-416-7900 or visit the company's Web site at www.pointinfo.com.
A key challenge for many call centers is the qualification and routing of customer calls.
Ideally, calls should be directed to the resource best able to answer them. That's why
Quintus's Nabnasset CTI captured our attention. This software uses computer telephony
integration to manage workflow across different platforms, operating systems, and
communications hardware. Nabnasset CTI's core functionality provides voice and data
collection, mapping and reporting; event monitoring and alarming; and directory services.
Additional modules provide recall functionality; personalized call flows (based on ANI and
DNIS and provided by information from relational databases); connectivity to network
elements such as PBXs, ACDs and IVRs; and licensing options for WAN implementations. For
more information, call Quintus at 510-624-2883 or visit the company's Web site at www.quintus.com.
Racal Recorders, Inc.
With RecorderLink98, Racal Recorders has introduced a product that promises to meet the
recording needs of a variety of organizations, from companies which record selectively,
for quality assurance programs, to companies which record exhaustively. In the latter
case, record retrieval usually becomes more demanding, which is why RecorderLink 98
includes an enhanced search mechanism. Actually, RecorderLink 98 comprises three software
components. The Call Concentrator server component interfaces to the switch and collects
call information. The Call Concentrator module is responsible for controlling the
recorder. (Check out Racal's Wordnet Digital Recorder.) And the Query module provides for
security and administration (in the standard version) and for agent scoring and screen
recording (in the professional version). Racal Recorders offers up to 96 channels of
digital recording with Wordnet. Unique connections to digital telephone systems and
RecorderLink 98 allow full integration into the CTI network. For more information, call
Racal Recorders at 703-709-7114 or visit the company's Web site at www.racalrecord.com.
Providing solutions to telcos and call centers in over thirty countries, Redwood is one of
Europe's leading CT providers, and their appearance at CTI Expo in San Jose is part of
their entry into the U.S. market in 1999. Redwood's products include the RT Sinfonia set
of system development tools, made up of Composer, Performer, and Conductor. A demo of
Composer - the rapid application development environment - was quite impressive.
Development with the GUI is simple and clear, with designers combining Action Cells into a
flow chart to string together events and processes, such as answering calls or querying a
database. For more information, contact Redwood Technologies at +44-1344-304344, or visit
their Web site at www.redwoodtech.com.
Rockwell Electronic Commerce
Call Center Command Server (3CS)
Rockwell Electronic Commerce, formerly Rockwell Electronic Commerce Division, is a leading
supplier of automatic call distributors (ACD), CTI, agent desktop workstation applications
and information collection, reporting and management tools for companies conducting
critical customer interactions over the telephone or Internet. Rockwell EC offers a
complete range of products and services to provide solutions to all areas of any size call
center operation. Managing call center information, improving agent productivity and
tracking agent activities all provide management with the tools to create an efficient and
productive call center. EC's comprehensive CTI offerings for integrating voice and data
also brings increased productivity to any size call center. Since inventing the Automatic
Call Distributor over 25 years ago, Rockwell has evolved with business and industry by
offering an ever-increasing range of customer contact technologies, including introducing
intelligent overflow routing in the late '70s; CTI as far back as 1983; ISDN capabilities
in the mid-'80s; and complete end-to-end CTI services in the early '90s. Rockwell
continues to lead the way with innovations in management information collection and
output, desktop applications, as well as Internet telephony and electronic commerce
solutions. To Rockwell's credit, the company recognizes the importance of strategic
partnerships and business alliances with other industry leaders, and is aggressively
developing relationships with vendors with complementary product and services offerings
which enable Rockwell to meet the expanding requirements of the dynamic call center
marketplace and provide customers with best-of-breed solutions. For more information, call
800-416-8199, or visit www.ec.rockwell.com.
Salvo, an enterprise-to-extranet solution, integrates Web and call center functionality.
Using Salvo to create custom call center applications, companies can integrate information
from any data store, avoid duplication, speed deployment, mine customer databases,
cross-sell services, do real-time updates, instantly communication promotions, and allow
customers to serve themselves over the Internet. The product is designed to provide
security, control and predictability to extranet applications based on enterprise data
systems. Whether for call center or other applications, Salvo's three-tier component-based
architecture allows companies to deliver value, reduce cost-of-ownership and plan the
future growth of business Extranets with confidence. For more information, call Simware at
613-228-5157 or visit the company's Web site at www.simware.com.
Dedicated to enhancing human interactions within the online sales channel, SiteBridge has
issued a revised version of its CustomerNow product, a modular, enterprise-class software
system that brings telesales professionals together with customers over the Internet. The
new release, version 2.0, is built on the strengths found in earlier versions of the
product, including escorted browsing, screen pushing, automated response, reporting, and
follow-up mechanisms, as well as SiteBridge's patented WorksEverywhere technology, which
enables CustomerNow to work in virtually any Web browsing environment. New features in
version 2.0 include support for both one-to-one and multi-participant meetings, integrated
screen capture and display for application sharing, and a Web qualification module that
analyzes and routes customer requests from a Web site. For more information, call
SiteBridge at 212-645-8700 or visit the company's Web site at www.sitebridge.com.
smallwonder! softworks, Inc. (SSI)
A call center management system which stresses openness, XChange is designed to free call
centers from proprietary installation, data formats and support requirements. Since the
system is based on PC hardware and has a client/server architecture, call centers can
install it on existing networks and take advantage of off-the-shelf products from industry
leaders like Microsoft, Intel, Novell, and Dialogic. Not only can call centers avoid the
costs of proprietary components, the system can enjoy the economies of starting small and
scaling upward gradually, growing to hundreds of workstations. XChange offers blended
inbound/outbound call processing and powerful scripting and data management. Other
features include conference calling, digital voice recording, list management, and
reporting. For more information, call smallwonder! softworks at 703-771-3333 or visit the
company's Web site at www.smallwondersoftworks.com.
TelAthena Systems LLC
TelAthena's new scripting product, TelAthena, is accessible over the Internet, allowing
the Web surfer to interact with the same script as call center agents. And, if the caller
chooses to talk to a call center agent, the telephone link is established by the
application itself. Regardless of whether the customer interaction is mediated by a live
agent (using character-based terminals or TelAthena's GUI front end), or whether it is
conducted in a self-service mode (by a visitor at a Web site), all data collected during
the call resides in a single knowledgebase, for immediate query and reporting. Any call
center equipped with TelAthena's scripting tool can develop an application which will run
on a dumb terminal, a Windows PC, or within a Web browser on a thin client. For more
information, call TelAthena at 888-777-7565 or visit the company's Web site at www.telathena.com.
Willow CSN proposes a unique solution to many vexing call center workforce challenges,
including staffing the call center with the appropriate number of agents, despite
fluctuations in call traffic, and recruiting sufficiently qualified agents, despite the
need to draw on a limited talent pool, that is, talent within commuting distance of call
center sites. Willow's answer to such problems is the CyberCenter, which is a call center
staffed by CyberAgents, professional independent contractors who work as "1099"
employees. CyberAgents, who are linked via a CyberAgent network, are trained and certified
in the protocol of each of their clients. These agents form a new, virtually unlimited
pool of workers who thrive on the freedom and responsibility of remote, independent work
for a variety of clients. Ultimately, the CyberCenter introduces a new dimension to the
call center. CyberCenters can be virtually any size, and can take advantage of
high-caliber CyberAgents, who can work on a highly flexible, as-needed basis. For more
information, call Willow CSN at 888-899-5995 or visit the company's Web site at www.willowcsn.com.