March 2000
CTL Releases VoiceSupport NT
CTL, a provider of voice processing systems, recently announced
that its VoiceSupport NT is available for all customers. VoiceSupport NT
allows users to view their voice, fax and e-mail messages from their
computer workstations on any TCP/IP local area network (LAN). Users may
choose between receiving messages via the Microsoft Exchange/Outlook Inbox
or VoiceSupport NT's own graphical user interface (GUI).
VoiceSupport NT, developed by CTL using the Microsoft NT operating
system, is based on a Pentium class 300 MHz platform with 128MB RAM. This
platform has a CD-ROM Super disk drive and 250 hours of storage. Optional
features include desktop messaging, fax mail, and interactive voice
response (IVR). VoiceSupport NT includes automated attendant speech
recognition, allowing a caller to speak the name of the desired contact
and the call will be transferred to that person.
No. 510, www.ccsmag.com/freeinfo
SYMON Unveils SideBar
SYMON Communications, Inc. has announced SideBar, a real-time
messaging application designed to enhance communications between contact
center supervisors and agents. Tailored for the need of contact centers,
SideBar is intended as an efficient way to notify staff of events,
distribute information, ask questions or generate an "instant"
online meeting. SideBar message notification can be set up in several
ways, such as a pop-up screen, an audible tone or an icon on the screen or
in the tool tray area. SideBar runs on a company's Intranet and
supervisors maintain control over all messaging. Agents cannot send
messages or initiate chat with other agents. Instant messages are
delivered only if the agent is online; otherwise, messages are retained in
a queue until the agent returns online. Additionally, queued messages
provide the agent with a choice of predefined responses or a text
response. SideBar tracks responses for a given message and provides
supervisors with summary information as well as specific message
responses.
No. 511, www.ccsmag.com/freeinfo
LHS Debuts BSCSAdvise
LHS Group Inc. has announced BSCSAdvise, its new decision support
solution designed to allow operators to analyze usage patterns and trends
to support customer profiling, target marketing and customer retention
strategies. BSCSAdvise provides both network utilization analysis for
proactive network management and promotion analysis to enhance efforts in
campaign management and aid in the reduction of churn. It also permits
marketing analysis to generate new queries or modify existing ones as the
market environment changes. The product allows for the use of datamarts,
designed specifically for data analysis, for report and query generation
that does not impact production system performance.
LHS also announced the integration of BSCSAdvise with Athene Software's
Advanced Predictive Technology (APT) Churn. APT Churn is designed to show
when a subscriber is susceptible to churn and recommend a unique proactive
retention strategy based on the individual subscriber's needs.
Additionally, APT Churn provides information so that carriers can address
issues or problems prior to churn. The integration is intended to provide
effective ways for subscriber retention, providing customer-specific
marketing solutions to churn and, thereby, profitability management.
No. 512, www.ccsmag.com/freeinfo
NexCen Introduces EnvoyFirst
NexCen Technologies, Inc. introduced EnvoyFirst, a core e-process solution
that enables start-up service providers to quickly begin tracking and
managing customer contacts. Start-up service providers can spend many
months implementing back-office systems in support of the business
operation. EnvoyFirst is intended to enable providers to conduct business
as these systems are deployed and integrate with them as each is deployed.
EnvoyFirst pre-processes a customer's telephone or e-mail request
regarding billing, trouble or service, and routes it to the appropriate
back-end system for faster resolution. EnvoyFirst includes up-front needs
analysis, customer management, trouble management and order management
modules and on-site user training. Additional modules, such as EnvoyCTI,
EnvoyWeb and Envoy Business Process Connectors, are available. EnvoyFirst
offers service providers speed of deployment, immediate process
integration and the ability to automate more functionality.
No. 513, www.ccsmag.com/freeinfo
Brightware Launches New E-mail Assistant
Brightware announced the availability of Brightware 3.5, an e-mail
assistant application that includes Brightware Assisted Answer, its
proprietary product Single-Click Workflow, Agent Desktop enhancements and
new outbound capabilities with Bright Alert. Version 3.5 also includes
industry-specific Knowledge Packs that automate e-mail responses for
online retail and Internet Service Providers. The intent is to provide
viable assistance in strengthening relationships with customers and Web
site visitors alike.
The Assisted Answer component of Brightware 3.5 is designed to
automatically understand incoming messages, classify them for appropriate
handling and compose replies that agents can review, approve and send.
Additionally, the reply is delivered to the agent's desktop based on
specified criteria, such as message priority, agent skill set or
territory.
Agent Desktop and Single-Click Workflow allow for review of automated
responses, insertion of additional templates, access to customer history
and delivery of the response to the e-customer. Bright Alert is designed
to leverage e-mail interaction data to automatically compose and send
personalized follow-up messages to e-customers. Examples of follow-up
messages include sales confirmations, cross-sell or upsell offers or
alternative product recommendations for site visitors who drop off a site
without making a purchase.
Brightware 3.5 also broadens its platform support to include SMTP POP3
e-mail environments such as Lotus Notes and Microsoft mail environments
for desktops running on Windows 95 and Windows 98. Brightware 3.5 runs on
Microsoft NT and integrates with Microsoft SQL Server, Oracle, Sybase, DB2
and databases that support ODBC.
No. 514, www.ccsmag.com/freeinfo
Cisco Announces Latest Java Version
Cisco Systems, Inc. introduced the latest version of its Java client for
CTI desktop applications in the Cisco ICM software environment. As
network-based computing expands, e-mail, chat, IP telephony and other
Internet-based forms of customer interaction are growing as well. The
traditional call center is evolving into a "multimedia contact
center." The new Java client version permits completely browser-based
deployment of agent desktop functionality, such as screen-pop and soft
phone across multiple PC operating systems, enabling customers to
implement an IP-based contact center architecture while preserving their
existing investments. Java enables application developers to write a
single program that can be run on multiple platforms, such as Unix,
Microsoft Window, Apple Macintosh, IBM OS/2 and browser-based desktops.
Cisco ICM users can deploy the software's network-to-desktop CTI
functionality in both browser-enabled desktop or non-browser environments.
No. 515, www.ccsmag.com/freeinfo
PIPKINS Enhances Maxima Advantage
Software developer PIPKINS, Inc. announced that its workforce management
product, Maxima Advantage, is now available with a wireless interface.
Call center supervisors can now make schedule changes, schedule overtime,
re-deploy personnel and monitor agent adherence with any wireless
browser-enabled device from any location in the call center. The
enhancement is intended to free supervisors from the confines of their
desks and enables them to manage agents on a direct basis.
No. 516, www.ccsmag.com/freeinfo
Witness Systems Presents E-mail Evaluation Application
Witness Systems, Inc. recently announced the debut of eQuality
Response, developed to address the increasing volume of e-mail
interactions received by contact centers. eQuality Response provides a
means to record and evaluate specific e-mail contacts, allowing
organizations to gauge the effectiveness of customer sales/services
representatives' e-mail communications skills. eQuality Response is also
designed to integrate with e-mail response management applications to
monitor the quality of e-mail interactions. Interactions can be analyzed
to measure results against pre-defined goals and opportunities to enhance
performance explored. eQuality Response operates on the Microsoft Windows
NT Server operating system.
No. 517, www.ccsmag.com/freeinfo
Rockwell: Transcend Release 2.0
Rockwell Electronic Commerce unveiled Transcend Release 2.0, the
latest version of it customer contact management application. Transcend
Release 2.0 doubles agent capacity to 160 agents and eliminates the need
for traditional voice hardware by not requiring a voice connection for
system sign-in. The new release provides a multimedia customer contact
management capability, featuring industry-standard open interfaces that
integrate with existing IP infrastructures and telephony systems. Based on
the latest Intel/Dialogic CT Media, Transcend operates with other CT Media
compliant applications such as predictive dialers and IVRs to provide a
multimedia customer contact solution. Release 2.0 includes enhanced
real-time displays and graphical reporting that are intended to give
administrators a clear view of how customers are being served and the
ability to make immediate changes to the contact center environment.
Network enhancements include system monitoring and instant notification
and the ability to connect multiple external devices that can assist in
enhancing and customizing a customer contact operation.
No. 518, www.ccsmag.com/freeinfo
iMedeon Introduces Application Suite
iMedeon, Inc. announced the limited release of iM:Work 1.0, a new
Web-based application suite that combines wireless and Web technologies
with existing front- and back-office systems. iM:Work 1.0's architecture
is designed to enable customers to utilize recent technological advances,
such as field appliances, global positioning systems (GPS) and enhanced
mobile technologies. Integration with back- and front-office systems
provides a unified view of work to be done by internal or external field
service resources. iM:Work 1.0's design is in anticipation of coming
changes in field service for all industries, particularly telecom, utility
and high-tech markets. This initial, limited release is for pilot
customers who wish to utilize the benefits of Web-based systems. iM:Work
1.0 is intended to aid in optimizing and dispatching several different
mobile field forces for an organization, enhancing the management of
field-based assets and depot-based parts, and providing real-time status
for customer service, all on a daily basis. iM:Work 1.0 includes work
administration, messaging, order tracking and execution, resource
management functionality and reporting.
No. 519, www.ccsmag.com/freeinfo
CCTI Releases Prism 2.3
Call Center Technology, Inc. announced the release of Prism 2.3 with
features that enable real-time enterprise application integration
capabilities for the contact center. Prism enables non-programmers to
construct fully functional applications that interact with different
systems in a contact center environment. Prism is used to build
performance analysis tools that are customizable to satisfy users'
requirements. Prism 2.3 adds a graphical Business Logic Editor and expands
upon Prism's CAD support. The Business Logic Editor allows for complex
rules with many steps and multiple relationships between different systems
to be graphically designed and produced using a familiar drag-and-drop
method. It also provides for central storage of rules for sharing across
applications, departments and sites. The new CAD features include
user-definable images for animating state changes of fields,
user-definable presentation locations and entity selection for modeling
any type of object, and ornamentation customization. It also allows for
import of DXF files (floor plans, wiring and network diagrams, maps,
etc.).
No. 520, www.ccsmag.com/freeinfo
Inspiration From ASC
ASC Telecom, L.P. announced the availability of Inspiration, an
integrated, Windows-based agent evaluation and training system designed
for small to medium-sized call centers. Inspiration provides selective
recording and evaluation of agents' calls based on criteria determined by
company management or supervisory personnel. Calls may be stored and
retrieved in several ways; e.g., call type, agent I.D., customer account
number, date/time, length of call, etc. Inspiration allows customized
recording, scoring and reporting of agent performance on individual
campaigns. Agent evaluations may be filled out online while listening to
call recordings. Agents can review their own evaluations online and add
comments. Other features include saving and e-mailing calls and
evaluations, instant replay of conversations, call storage, call grouping
for training purposes, and a flexible forms generator and report writer
that provides customized reports. Inspiration is compatible with all
leading PBXs, ACDs and LAN/WANs when used with the Microsoft Windows NT
operating system and any industry-standard ODBC compliant database.
No. 521, www.ccsmag.com/freeinfo
Simtrex Releases StarTrainer Version 2.5
Simtrex Corporation announced the release of StarTrainer 2.5, its
voice-interactive simulator for customer relationship management training.
StarTrainer synchronizes computer screens and recorded telephone voices to
simulate any aspect of customer contact, allowing for role-playing
scenarios for training customer contact agents. StarTrainer 2.5 can
provide digital trunk support for up to 96 simultaneous connections. By
reducing the need for analog line dedication for StarTrainer, a company
can keep its analog lines reserved for fax and voice mail connections.
Other new features include the ability to launch a program or a specific
file from within a lesson, launch of a lesson from within another
application, enhanced courseware design features, more flexible viewing of
lesson scores and the ability for instructors to input scores for verbal
proficiency.
No. 522, www.ccsmag.com/freeinfo
Dictaphone To Bundle 3-dV With da Vinci
Dictaphone Corporation recently announced that it will bundle
3-dV, a data mining capability developed in partnership with Virtual Gold,
Inc., with all its da Vinci quality monitoring systems for contact
centers. 3-dV will assist da Vinci users in collecting and analyzing
diverse elements of contact center data and identifying hidden problems
that the center can address to improve the quality of their customers'
experiences. 3-dV has the capability to call up samples of calls and
associated data that contact center operations and quality assurance teams
can review to confirm and further understand a particular problem.
Dictaphone said that it would begin shipping the 3-dV-enabled da Vinci
products in the second quarter of this year.
No. 523, www.ccsmag.com/freeinfo
Koss Introduces Telecom Headsets
Koss Corporation announced the availability of two new telecommunications
headsets, the TC/15 and TC/5. Both units are designed to provide
hands-free communication from cellular and cordless telephones. The TC/15
is a single-sided headset that provides a frequency response of 15-25,000
Hz. Its flexible boom microphone is designed to provide noise cancellation
for voice signal clarity. The headset is designed around Koss' "Sport
Clip" that fits around the ear for extended wearing periods. The TC/5
is also a single-sided headset that is equipped with a conventional
headband, and provides a frequency response of 60-20,000 Hz. The headband
is adjustable. The TC/15 and TC/5 connect to most car and cellular phones
as well as many RF cordless models that have a 2.5mm stereo plug.
No. 524, www.ccsmag.com/freeinfo
Fujitsu Introduces Two New ISDN Centrex Phones
Fujitsu Network Communications, Inc. announced the addition of two models
to its SRS series of ISDN (Integrated Services Digital Network) Centrex
telephones. By taking advantage of ISDN capabilities, the new phones
provide a voice solution with access to advanced Centrex features. The
SRS-9912 and SRS-9924 support 5E Custom ISDN and National ISDN. Both
phones offer features such as hands-free operation, one-touch dialing,
24-character LCD display screen, oversized keypad, and tilt set design for
improved viewing. Also, voice features such as caller ID, calling name
display, conference and transfer functionality and a local directory
function for up to 32 items are incorporated. The SRS-9924 features a
speakerphone, and an add-on button module gives users access to 30
additional multifunction keys. Both models are designed for use with
Centrex service offered by local telephone service providers.
No. 525, www.ccsmag.com/freeinfo
Viking's ERO Collection
Viking Acoustical Corporation announced the addition of four new products
to its ERO Collection of office products- two workstations and two tables.
The Banana Console Workstation can accommodate up to five large monitors
(up to 1,000lbs). Powered by electrical actuators, both front and rear
work surfaces can be adjusted to the correct working height, including
sit-stand, using a surface mounted control pad. The Wrap Workstation is
designed for one or two monitors (up to 450lbs) and allows for both a
comfortable monitor viewing distance and adjustments needed to achieve a
correct ergonomic posture. Viking's ERO Fixed Surface table and ERO Single
Surface Adjustable table may be employed as freestanding units, integrated
with existing panel systems and used in conjunction with the workstations.
No. 526, www.ccsmag.com/freeinfo
Eyretel Launches New Applications, Enhancements
Eyretel, Inc., announced the debut of two analysis and quality
monitoring tools: QualitySelect, a customer quality monitoring solution,
and Replay Studio, a call and screening analysis product. QualitySelect is
to enable the review of the total customer interaction as well as the
individual customer service representative, using customer-based recording
rules to select and record contacts as they commence. Replay Studio allows
clients to 'mine' customer communications using data visualization
techniques for detecting significant points and patterns within customer
interactions. For example, users can review calls for all customers with
low repeat business or identify interactive patterns for acquiring,
retaining and cross-selling customers. To provide support for these
products is System 5, Eyretel's latest release of its call center
recording platform, consisting of a digital multimedia contact system, a
customer interaction database and software that integrates the platform
with clients' CRM and contact center applications and systems. System 5
also provides fault-tolerance for CTI failure and selective recording for
Lucent call center systems as well as a wide range of digital telephone
systems.
No. 527, www.ccsmag.com/freeinfo
Call Sciences, an international supplier of enhanced
telecommunication services, announced the appointment of Vernon Poyner
as chief operating officer, having responsibilities for sales, marketing
and finance. Prior to this appointment, Poyner served as Call Sciences'
vice president, global operations.
Greenwich Technology Partners (GTP) appointed Richard Haverly
to the newly created position of senior vice president, operations. His
responsibilities include the executive leadership of GTP's technical
management teams. In this role, Haverly will be responsible for the
quality of client engagements and the professional development of GTP's
engineers and consultants. Haverly is a former partner and 30-year veteran
of Andersen Consulting.
Telecommunications equipment manufacturer Tellabs has named Joan
E. Ryan chief financial officer. Ryan, who will be responsible for
Tellabs' global finance operations, held the post of vice president,
finance, and chief financial officer of Ameritech Small Business Services.
Most recently she served as senior vice president and chief financial
officer of Alliant Foodservice, Inc. Ms. Ryan succeeds Peter A. Guglielmi,
who will continue as a member of Tellabs' Board of Directors.
Satisfaction Management Systems, Inc. announces the addition of Wayne
M. Serie as president and chief financial officer. SMS is a consulting
and marketing research firm focusing on customer measurement, competitive
strategy, organizational communication and information systems. Serie,
with 20 years of experience in the research, consulting and information
service industry, most recently held the position of vice president at
Data Recognition Corporation.
Daisytek International Corporation announced that its board of
directors approved James R. Powell as president and chief executive
officer. Powell replaces Mark C. Layton, Daisytek's CEO and president
since 1993, who will now continue as president and CEO of Daisytek's
e-commerce logistics subsidiary, PFSweb, Inc. Layton will continue to
serve as chairman of the Daisytek board of directors. Powell joined
Daisytek in 1988 and most recently served as senior vice president of
sales and marketing, primarily responsible for the U.S. computer supplies
division of the company.
David L. Solomon has been elected vice chairman and chief
executive officer of Gabriel Communications, Inc., a
facilities-based integrated communications and applications service
provider. He succeeds Robert A. Brooks, who will continue as chairman.
Most recently, Solomon served as a board member and advisor to Diginet
Americas, Inc.
infoUSA.com, a provider of proprietary business consumer
databases and Internet white and yellow page directories, recently
announced several appointments. J. Peter Bardwick was named chief
operating officer and chief financial officer. Additionally, Bardwick,
formerly CFO of MarketWatch.com, was named to the board of directors. Arvind
Jain, most recently vice president of Kaiser Aluminum's alumina
business unit, was appointed COO and CFO of its Internet "credit
portal" subsidiary, businessCreditUSA.com. James Watkins,
formerly director of corporate communications at SBC Communications, was
named chief marketing officer. infoUSA.com also announced that Larry
Kramer, chairman and CEO of MarketWatch.com, Inc., would join its
advisory board of directors.
Synchrony Communications promoted Brad Landstra to vice
president, worldwide sales. Landstra's most recent position was vice
president of sales. Synchrony, a provider of Web-native customer service
technology, also announced that Dan Dal Degan, former head of KPMG
Consulting's financial services consulting sales group, has accepted the
position of vice president, North American sales.
IXnet, Inc, provider of a global Extranet designed for the
financial services industry, announced that William F. Adiletta has
joined the company as executive vice president and chief technology
officer. Adiletta will also lead technology development for IPC
Information Systems, Inc., IXnet's parent company. Prior to this
appointment, Adiletta served as president of the NASDAQ Capital Markets
division and chief technology officer at Optimark Technologies, Inc.
NICE Systems announced the appointment of Koby Huberman
as senior vice president of global marketing. Huberman's most recent
position was former vice president of Lucent Technology's internetworking
systems group. Huberman will be responsible for the company's corporate
marketing strategy and leading its worldwide marketing teams.
Tom Shoemaker, a past vice-president of AT&T WorldNet
Service, has joined ITXC Corp. as executive vice president of
business development. His responsibilities are new service development and
mergers and acquisitions. Prior to joining ITXC, Shoemaker was president
of Electric Schoolhouse, a K-12 Internet education company.
CRM solutions provider and service integrator Polaris Service Inc.
has named Peter E. Walsh as its new vice president of marketing.
Walsh will be responsible for the company's strategic marketing
initiatives. His most recent position was with Zefer, an Internet
consulting firm.
United Customer Management Solutions (UCMS) appointed Sharon
Matthews, chief executive office for UCMS worldwide. Matthews was with
Unisys as strategic initiatives principal and general manager and director
for the postal and retail market sector groups within Unisys' information
services group practice in Australia. Edward Norton was named as
president of UCMS Inc. (U.S.). Prior to joining UCMS, Norton was president
of Consilium, a provider of integrated software solutions for
semiconductor manufacturers. Mandeep Khera was named vice president
of UCMS worldwide marketing. Prior to joining UCMS, Khera was vice
president of marketing and development for Embarcadero Systems Corp., a
start-up software company. UCMS provides customer relationship management
outsourcing services worldwide.
COM2001.com announced the appointment of Robert Armao as
chief operating officer. COM2001 is a provider of Internet and computer
telephony products and services. Prior to joining COM2001, Armao was
executive vice president of Insight Enterprises.
WebTone Technologies, Inc., a developer of Web-based customer
care and service solutions, has named James K. Szyperski president
and chief executive officer. Szyperski most recently was executive vice
president of strategic development for Premiere Technologies.
Philip G. Ericson, president and founder of Interack
Communications Inc., has been named chief operating officer of
Franklin Telecom, a digital and VoIP telephony equipment manufacturer.
Prior to joining Franklin Telecom, Ericson founded four research and
development and manufacturing companies.
TeleTech Holdings, Inc., a provider of e-commerce customer
management solutions, appointed Michael Graham-Hyde as senior vice
president, marketing. Graham-Hyde will oversee the defining and
implementation of marketing and branding programs around Teletech's
e-customer relationship management solutions. He was formerly senior vice
president of Lucent's NetCare professional services global marketing
division.
Davox Corporation, a developer of customer interaction
management solutions, announced the promotion of Rusty Coleman to
senior vice president of North American sales and Jeffrey Anderholm
to senior vice president of marketing. Coleman's most recent position was
vice president of North American Sales. Among his responsibilities,
Coleman will direct Davox's newly formed solutions services unit and lead
the effort to expand market opportunities for Davox's recently launched
Ensemble customer contact suite. Anderholm, previously vice president of
marketing, will be responsible for establishing product direction,
partnering initiatives and creation of marketing programs for the Ensemble
product.
Teltrust, Inc., a call processing and calling card services
outsourcing bureau and wholesale provider of voice and data services,
named Doris Granatowski as chief executive officer, replacing Marc
Cohen who has stepped down. She was also appointed to the board of
directors. Granatowski, was most recently president and executive
operating officer of eShare Technologies, Inc.
Luminous Networks, a provider of carrier class Gigabit IP over
fiber optical access switches, announced that William Reid has
joined the company as vice president of sales. Reid, who most recently
served as national account manager for Cisco Systems, will be responsible
for sales of the company's PacketWare family of optical access switches.
Douglas M. Dunn has joined VocalTec Communications Ltd.'s
board of directors. Dunn is dean of Carnegie Mellon University's graduate
school of industrial administration and a former executive with AT&T
Corporation.
Zoe Quan was named senior vice president of Fujitsu Business
Communication Systems. Quan will focus on customer needs and
traditional and emerging technologies. Her responsibilities include
marketing, product development and management and advanced research and
technology development. Quan was most recently support vice president for
China and new markets at Lucent Technologies.
Servicesoft Technologies, Inc., provider of Internet customer
service solutions, announced several additions to its senior management
team. Dan Kossmann, previously CFO at Infinium Inc., was named
chief financial officer, Chet Barnard, former president and CEO of
Internet Business Advantages, as senior vice president of solutions
organization, and James Keller, senior vice president of strategic
alliances. Prior to joining Servicesoft, Keller was vice president of
worldwide professional services for Open Market. Additionally, Tom
Gormley, formerly of Forrester Research and Steve Maislin were
named as vice presidents of vertical markets. Maislin's prior position was
product and operations director at PC DOCS, Inc.
YourDay.com Comes To deltathree.com
deltathree.com Inc., a provider of IP telephony services and other
Web-based communications services, announced its acquisition of
YourDay.com. Formerly a subsidiary of SenseNet, Inc., YourDay.com is an
online calendar and scheduling system that integrates Palm personal
digital assistants (PDAs), telephones, and the Internet. Users are able to
access their information on the Internet, over the telephone or with their
Palm PDAs. As part of the agreement, deltathre.com will develop an IP
Telephony module for use with SenseNet II, a Web-based intranet
application that provides workflow management capabilities such as
calendars, project management, document sharing and contact management.
France Telecom Acquires Global One
France Telecom has acquired Global One, a corporate telecom
service provider with 1999 revenues of $1.1 billion. Global One was
created in 1996 as a joint venture between France Telecom, Deutsche
Telekom and Sprint. Global One has an ATM-based network reaching more than
800 cities in 40 countries. Global voice, data and IP network solutions
for multinational companies include such services as VPN, call centers,
LAN-to-LAN and Internet/Intranet solutions. The acquisition is part of
France Telecom's international strategy of expanding its position in the
global, multinational corporate market and becoming the leading European
wholesale carrier for both voice and IP; leveraging its network reach,
marketing and sales activity, and developing operating synergies for
upcoming opportunities.
APEX Purchases AxelCom
APEX Voice Communications announced its purchase of Paris-based AxelCom
SARL, a provider of enhanced service solutions in Europe and Africa, and
an APEX value-added reseller. In 1995, AxelCom began providing
carrier-grade, Windows NT-based voice processing alternatives and chose
APEX's OmniVox Intelligent Call Processor as its core product. AxelCom has
expanded into other areas, notably, North and Central Africa, Switzerland
and Quebec. APEX manufactures enhanced services and billing solutions for
telephone companies, paging and cellular/PCS providers, value-added
resellers, OEMs and systems. APEX states that the purchase will allow them
to more effectively meet the needs of customers in the French-speaking
world and contribute to their growth worldwide.
Esperant Acquired From SAGA Software
SAGA Software, Inc. and Visionyze.com, a division of Speedware Corporation
announced that Speedware has acquired SAGA's query and reporting product,
Esperant, and its associated customer base. Under the terms of the
agreement, Speedware, an Internet solution provider of Web and
client/server development tools and services, will be responsible for
directly supporting organizations and sites deploying Esperant worldwide.
The new agreement means that Speedware, through its Visionyze.com
division, will also sell directly to Esperant customers. Speedware is
extending the use of Esperant into its suite of analytical applications
for the customer relationship management market as well as their
specialized applications tailored for telecommunications and healthcare
companies. Current Esperant customers have that product as an
infrastructure for deploying Visionyze.com's latest analytic applications.
Young America Acquires Denver Company
Young America Corporation, a service provider of integrated fulfillment
and consumer interaction processing, recently announced that it had
purchased SourceOne Worldwide, LLC, a marketing services company focused
on business-to-business and business-to-consumer fulfillment. The
acquisition supports Young America's strategy to continue revenue growth
momentum by broadening service capabilities. Young America states that
SourceOne is positioned to provide comprehensive e-commerce services, such
as Web site development and hosting, information asset management,
Web-based credit card and e-check clearance and customer service
functionality.
Experian And LSSi Complete Business Unit Merger
Experian and Listing Services Solutions, Inc. recently announced the
completion of the merger of their national directory assistance
businesses. A new company, LSSi Corp., which will be run by the LSSi
management team, will combine Experian's long-term customer relationships
in the national directory assistance business (NDA) with the national
listing data of LSSi. The goal of the new company is two-fold; lead the
market in delivery of traditional directory assistance products and
generate new directory-related, intelligent network products. LSSi Corp.
is also expected to take advantage of growth opportunities in
call-screening services in both traditional phone networks and
computer-based IP networks. Although a growing enterprise, NDA was not a
core business activity for Experian, which believes that LSSi is well
positioned to continue investment in technology improvements, data
acquisition and expansion in a high-growth market.
IXnet Acquires Business Networks
IXnet, Inc., provider of a global extranet designed expressly for the
financial services community, announced the acquisition of Business
Networks of New York, Inc., a Manhattan-based provider of voice and data
communications services to the financial community. The acquisition is
intended to allow IXnet to extend its penetration of the New York
financial market customer base and accelerate development of its on-net
strategy. IXnet believes that BNNY's customers will have an opportunity to
benefit from direct connectivity to a greater number of trading partners
and services through IXnet's global extranet. Both businesses believe that
their common focus will ensure a successful and beneficial
"customer-first integration."
Williams Achieves Cisco Gold Certification
Williams Communications Solutions announced today that it has received
Gold Certification from Cisco Systems, Inc. According to Tom Stevenson,
vice president of Global Partners for Cisco Systems, "The purpose of
the Cisco Gold Certification Program is to publicly recognize those Cisco
channel partners who increase end-customer satisfaction by solving
problems quickly." Williams demonstrated success in the sales,
design, support and service of Cisco solutions. Williams is a
single-source provider of business communications equipment and multimedia
integration services for data, voice, video and advanced applications.
IET Changes Its Name
Intelligent Electronics (IET) has officially changed its name to
ClickService Software, Inc. ClickService is a provider of Web-centric
products that address the needs of the self-scheduling and self-support
marketplaces. ClickService has redeployed its core service optimization
technologies, which now feature Web-centric architectures Internet-class
scalability and new features. ClickService has renamed its two major
products. W-6 Service Scheduler will be called ClickSchedule and TechMate
will be known as ClickFix.
ISO 9001 Certification To CTL
CTL recently announced that it has received ISO 9001 certification. The
certification process requires that an ISO-accredited, third-party
registrar assess, audit and register a company's Quality Management System
(QMS). Simply put, ISO criteria must be met both in the development of the
QMS and each step of the certification process. For CTL, QMS is applicable
to the design, manufacture, distribution and service of their electronic
call processing and voice messaging systems, interactive voice response
systems, fax delivery systems and associated application software.
Lucent Launches Services Unit
Lucent Technologies announced the deployment of a new organization
for developing and delivering professional services solutions for
e-business CRM applications. The mission of the service line is to help
enterprises integrate communications channels in various media (e.g.,
phone, Internet, e-mail and fax) with their customer care operations. The
group will focus on self-service applications designed to provide customer
support and choice of conducting business with or without a live agent.
The eCRM service line is intended to help organizations implement
solutions that support long-term relationships with customers.
Infotel Opens New Location
Infotel, a special Free Trade Zone located in the Dominican
Republic, announced the opening of its second location in Santiago, that
country's second largest city. Operations at the new location consist of
dispatch/paging support and telemarketing of long distance services for
the United States and the Caribbean. The new location provides the company
with an additional 350 stations.
DraftWorldwide Acquires UK Presence
DraftWorldwide, an integrated global marketing agency specializing in
brand building and direct and promotional marketing has acquired The
Boroughloch Agency, a leading marketing communications agency located in
Scotland. The move makes DraftWorldwide a major direct and promotional
marketing group in the UK, and adds event and field marketing skills to
its core capabilities in the United Kingdom. This acquisition increases
DraftWorldwide's presence in Western Europe.
In a related move, DraftWorldwide acquired HPI, a global research
consultancy that provides qualitative and quantitative research as well as
expertise in advertising assessment and tracking. The acquisition is
expected to give DraftWorldwide a full-service research capability and
strengthen DraftWorldwide's research offerings to UK and global clients.
ICT Group, SmithKline Announce Teleservices Agreement
ICT Group, Inc. announced that it has signed an international teleservices
agreement with SmithKline Beecham PLC to be the exclusive outsource
provider of pan-European multilingual teleservices for SmithKline's
NiQuitinCQ smoking cessation program in the UK, Belgium, Sweden and
France. ICT Eurotel in Dublin, Ireland will provide dedicated inbound
customer care services for NiQuitinCQ. Agents fluent in English, Swedish,
French and Flemish ask a series of questions about the caller's individual
smoking habit and cessation needs. The information is then used to provide
a set of materials personally tailored to the individual.
Tellabs To Deploy Voice Enhancement System In Taiwan
Tellabs has signed a multimillion-dollar agreement to deploy a voice
enhancement system for Chunghwa Telecom's nationwide (Taiwan) GSM mobile
network to improve voice quality and network efficiency. Chunghwa will
deploy Tellabs' EC Duo 8000 system, which will be integrated into the GSM
network by Nortel Networks.
Watergate Software Expands PC-Doctor's Euro-Presence
Watergate Software, Inc. announced that Diagnostico para Soft y Hardware
S.L. ("SD") of Madrid, Spain will bundle Watergate's PC-Doctor
suite of diagnostic tools with SD's Doctor PC Diagnostic Tools for the
European market, available in seven languages: Spanish, Portuguese,
French, German, Italian, Dutch and English. Previously, PC-Doctor was
available only as an OEM product, but now will be sold by SD in a retail
version to a much broader market. SD will also offer PC-Doctor Service
Center 2000, a single-user mobile factory product for PC manufacturers,
assemblers and support professionals. Service Center 2000 will also be
available in seven languages.
CompleTel Launches Services In Essen
CompleTel LLC announced that it has opened its Western Region subsidiary
in Essen, Germany. CompleTel is a European facilities-based provider of
switched local telecommunications and related services, including Internet
services, to businesses and government end-users in Western Europe. This
is their third market presence in Germany, having previously established
facilities in Munich and Nuremberg.
Davox And IEX Announce OEM And Distribution Agreement
IEX, a Tekelec Company, and Davox Corporation have agreed to expand their
current product partnership by distributing each other's products. Under
the terms of the agreement, Davox will OEM IEX's TotalNet Call Routing
Solution, and IEX will distribute Davox's Ensemble customer contact suite.
Davox's Ensemble suite combines inbound, outbound and blended call
management with desktop automation tools, Web-enabling capabilities, and
both real-time and historical reporting capabilities.
Totalnet's network Call Routing Solution anchors the IEX Virtual
Contact Center by controlling calls in the carrier's network before they
reach a company's automated call distribution network. This
"pre-answer" routing enables contact centers to combine teams of
agents . from multiple locations, with the intent of .increasing call
handling.
Active Voice And Sphere Communications Announce
Strategic Agreement
Active Voice Corporation, a provider of unified messaging and
computer-telephony software solutions, announced an agreement to market
and sell its Unity unified messaging product with Sphere Communications'
Sphericall PBX. The terms of the agreement state that the two companies
will work cooperatively on marketing programs, sales activities and
continued product integration.
Unity is a Windows NT-based communications solution that provides voice
mail, unified messaging an automated attendant and fax server, giving
users the ability to access and manage all their messages (voice, e-mail
and fax) through a touch-tone telephone, a desktop PC or over the
Internet.
Sphericall PBX can accommodate up to 2,500 users per installation,
providing for straightforward configuration and installation of a Public
Switched Telephone Network (PSTN) and phone lines with external
network-based components. It is administered through the Windows NT
graphical user interface (GUI).
Linx Partners With TeleGea.com
Linx Communications, Inc., a communications service provider,
recently announced a strategic partnership with TeleGea.com, an e-commerce
company that provides online delivery of a range of communications
services. TeleGea will co-brand Linx's LinxConnect one-number service as
subscription-free products sold directly to customers via its Web site.
LinxConnect is a Web-enabled one-number service that combines voice,
wireless, messaging and fax communications tools into a single local or
toll-free number.
Telegea is a major e-commerce provider of subscription-free
communications services for international calling, domestic long-distance,
wireless and other communications services.
Rockwell And Bell Atlantic To Deliver CRM Solutions
Rockwell Electronic Commerce and Bell Atlantic have entered into a
long-term distribution agreement in which Bell Atlantic will resell
Rockwell's customer contact management technology. The alliance has been
created to meet the growing demand for fully integrated, multimedia/IP CRM
solutions.
Under the agreement, Bell Atlantic will market and distribute Rockwell
EC's product set including Spectrum, Transcend and 3CS customer contact
center platforms, and Call Center Studio, Rockwell EC's rapid application
development product for desktops. Bell Atlantic's Call Center Services
will provide sales, service, installation and professional services
including integration, application development and maintenance.
Additionally, Bell Atlantic will market Rockwell's Transcend product, with
additional enhancements, as the Bell Atlantic Contact Center Express.
The combined technology and distribution plan is intended to expand
customer contact product choices to businesses, particularly those with
small to medium call center operations.
MCK And Lucent Team To Offer PBX Functionality
MCK Communications, Inc. announced that it has teamed with Lucent
Technologies to offer 'seamless' PBX functionality to branch and remote
office workers. MCK's Branch Office EXTender 6000 will work in conjunction
with Lucent's DEFINITY Enterprise Communications Server and DEFINITY
Prologix Solutions to extend corporate PBX capabilities to employees in
branch offices or satellite call center via digital phone sets and
extensions off of a corporate DEFINITY system. Branch Office EXTender 6000
as well as installation, training and support is available through MCK and
Lucent sales channels.
Andrea And ZeroPlus.com Sign Letter Of Intent
Andrea Electronics Corporation and ZeroPlus.com, a subsidiary of e-Net,
Inc. have signed a letter of intent stating that ZeroPlus.com will
purchase and market Andrea Electronics' new M-200 microphone handsets,
bearing the ZeroPlus.com logo, for use with its Internet telephony
software. In turn, Andrea will offer ZeroPlus.com's Internet telephony
software with its line of microphone headsets and handsets through
Andrea's e-commerce channel and existing national retail office/computer
stores, such as Staples and OfficeMax. The M-200 features a single-element
microphone designed to enhance multimedia communications and provide clear
interactive voice ability for Internet telephony, chat, videoconferencing
and online gaming applications.
Cisco And Active Voice Enter Unified Messaging
Agreement
Active Voice announced that it has signed an agreement with Cisco Systems,
Inc. Both companies will cooperate to ensure that Unity, Active Voice's
IP-telephony ready, unified messaging solution, and Cisco's CallManager,
call processing software and related Cisco AVVID solutions continue to
deliver an integrated communications solution to their respective
customers. The agreement also establishes a business relationship
providing for cross-training and other mutually beneficial sales, support
and marketing activities.
Clarify And Witness Systems Join Forces
Clarify, Inc., a provider of e-business solutions, announced a
partnership with Witness Systems Inc. As part of this alliance Witness
Systems' eQuality multimedia product suite will integrate with Clarify
eFrontOffice to record, evaluate and analyze customer contact across a
variety of touch points. The combined solution is designed to enable
organizations to effectively manage a contact center's employees, business
processes and technologies to ensure customer loyalty and enhancing the
customer experience.
IMAGINE And VSI Launch CRM Solution
IMAGINE (USA) Inc. and Vertical Solutions, Inc. announced a partnership to
launch a CRM solution for the customer service industry. The solution
integrates IMAGINE's Visual Meeting with VSI's PowerHelp Millennium. The
combined solution is designed to provide live, personalized customer
service through the Web, enabling a call center agent to know as much as
possible about a customer and have the technology available to offer
customized and personalized service. A primary goal for the solution is
for the customer to have a consistent, positive experience with the
contact agent and assist contact centers to better know their customers
and address specific needs, in real-time, online with a live agent.
Crystal Group, Science Dynamics Enter Alliance
Crystal Group, Inc., a maker of industrial computers and
integration services for the communications industry, recently announced
an alliance with Science Dynamics Corporation, a provider of
telecommunications solutions. Crystal Group will operate as the hardware
integration source for Science Dynamics and its IP Telephony Gateway
products. Science Dynamics is active in the design and development of
voice over IP technology.
NetSpeak Announces OEM Pact With Fujitsu
NetSpeak Corp., a provider of advanced telephony solutions for IP
networks, announced that Fujitsu Business Communications Systems, Inc.
will offer NetSpeak's iTEL product line in conjunction with Fujitsu's new
Internet Protocol-based telephony solutions, CLASS+IP and VPN+IP. The
three-year OEM agreement is intended to provide both Internet telephony
providers (ITSPs) and enterprises with an integrated, IP-telephony call
management solution. Under the terms of the agreement, Fujitsu will
private label and sell NetSpeak's iTEL H.323 product and application suite
through its distribution and systems integration channels. The
relationship also covers all new products jointly developed and introduced
during the three-year agreement.
Compel Corrals Coyotes
Compel, LLC has announced an exclusive information technology
partnership with the Phoenix Coyotes National Hockey League franchise.
Compel is developing a five-year, multifaceted technology plan for the
Coyotes organization. The plan includes design and implementation of a
help desk for tracking and prioritizing incoming/outgoing calls, disaster
recovery plans and an automated sales software package. Additionally,
Compel will work closely with the Coyotes in the development of an IT
strategy for the team's proposed new arena. Compel is a provider of
datacom and telecom network installations, including data center design,
construction and support, and outsource network services.
Media Fusion Expands Dallas HQ
Media Fusion has completed an office expansion, doubling the size
of its Dallas corporate headquarters. Media Fusion has developed and
patented a powerline communications technology that can enable the power
grid of any nation to deliver communications services to virtually all of
its citizens/users through ordinary electrical outlets.
AFFINA Launches AFFINA Select
AFFINA announced the creation of a new business unit, AFFINA Select, to
provide customer relationship management programs to clients with
low-volume needs. AFFINA Select is expected to fill what is sometimes
perceived as a void in the servicing of smaller clients who may not be
viewed as cost-effective in a larger CRM program environment. AFFINA
Select runs on a proprietary Lotus platform that allows clients direct
access to their programs at all times. Access is by direct dial-up or
Internet to monitor reports or to make changes to CSR scripts. If AFFINA
Select clients require customized or higher volume support, they may
migrate to one of AFFINA's other business CRM units, such as consumer
products, packaged goods or consumer electronics.
Millennium Opens Call Center
Millennium Teleservices has opened its 27th call center. The
Internet-enabled center, located in Logan, West Virginia, is designed to
help address the growing need for interactive customer support for
e-commerce Web companies. The Web center will allow Millennium customer
service agents to handle voice, e-mail, fax, and Web chat at a single
computer terminal. The Logan site is the model Web center for Millennium
Teleservices, which plans to replicate the design throughout the US.
EnvisioNet Expands To Augusta
EnvisioNet Computer Services, Inc., has expanded its operations to
Augusta, Maine. EnvisioNet,a provider of customer care services and
technical support to Internet companies and companies that develop
Internet-related software and hardware, has established a contact center
facility housing several hundred new customer service and technical
support agents.
Natural Addition Of Linux
Natural Microsystems Corporation has announced that it will
support the Linux operating system. Natural Microsystems provides network
products, design and customization resources to suppliers of converged
communications solutions and applications.
TCIM Expands In North America
TCIM Services Inc. has opened an affiliate company in Toronto, Canada.
TCIM and Canadian partners jointly own the new firm, Gemma Communications.
The opening of Gemma adds the French language to TCIM's existing English
and Spanish language portfolio. TCIM offers a range of services, including
inbound/outbound call center management, Web-enabled services, customer
online order entry and database management
BTI Adds New Sales Office
BTI Telecom Corp. continued expanding its Georgia operations by
opening an additional sales office in Alpharetta, Georgia, to service the
greater Atlanta area. BTI provides a suite of integrated retail
communications services to business customers, including local and
long-distance, data network management, Internet access and paging. The
company also offers wholesale services to other telecommunications
carriers and end-user customers, including switched, private line, special
access and prepaid calling card.
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