March 1999
Nortel Announces Symposium Express
Nortel Networks has announced the impending release of Symposium Express, a simplified
management interface to sophisticated call center features. Symposium Express was designed
to provide small call centers with a powerful, easy-to-use solution ideal for businesses
that want more control in handling customer calls, regardless of whether the company has a
small, informal help desk or a larger customer care or sales call center. Features include
an easy-to-use call center management interface, powerful call routing capabilities,
graphical real-time displays and comprehensive management reports. Symposium Express is
CTI-enabled and may be considered an upgrade path to the Symposium Call Center Server.
No. 405, www.ccsmag.com/freeinfo
Xantel Introduces Personal Agent Linking
Xantel Corporation has recently announced a new product category with the introduction of
Personal Agent Linking (PAL). The new capability will be included in Xantel's next product
release, Xantel Connex Version 2.5. The feature will be called PersonalAgent and will
provide call center agents and supervisors with the ability to assign and manage customer
relationships. This allows all future calls from that customer to be intelligently routed
to a designated personal agent. PersonalAgent is part of a suite of call delivery
capabilities inside Xantel Connex that is supported by Xantel's rules-based call routing
engine. The suite consists of conventional "push" call technology,
"pull" call technology, PersonalAgent and a blending of all three. Connex
Version 2.5 is scheduled for release in June 1999.
No. 406, www.ccsmag.com/freeinfo
GWI Delivers Enterprise Front-Office Solution For Lotus Notes
GWI Software, a provider of Lotus Notes-based customer service, help desk and sales force
automation solutions, recently announced a complete front-office suite for the Lotus Notes
and Domino environment. The GWI Collaborative Front Office suite delivers a comprehensive
set of applications that automate sales, marketing, customer service, knowledge
management, IT help desks, asset management, as well as Internet and Intranet-based end
user self-support. The GWI Collaborative Front Office ships with the new GWI Data
Integrator. This tool allows organizations to use leading back-office systems including
Oracle, SQL, SMS, ERP and Legacy systems. With the GWI Data Integrator, information from
all these systems can be used without third-party integration software, making
installation and deployment fast and easy.
No. 407, www.ccsmag.com/freeinfo
CenterForce Unveils Optimizer 5.0
CenterForce Technologies has introduced Optimizer release 5.0. Optimizer is a patented
software application used by outbound and blended call centers to increase the number of
right party contacts per agent-hour. Increased right party contacts lead to improved
productivity and profitability. Features of release 5.0 include year 2000 compliance,
automatic forecast of call handling times to improve Optimizer's lift in right party
contacts per agent-hour, simultaneous multiple user log-in capability, enhanced Priority
Parameters screen to simplify filtering and prioritizing accounts, and new reporting that
details call results from the dialer.
No. 408, www.ccsmag.com/freeinfo
Carolina Releases Colibri
Carolina Business Furniture has announced the availability of Colibri, its new line of
task seating. Colibri is available in three versions: armless, with adjustable arms or
with fixed arms. The new line was designed to combine function with sleek design details
and ergonomic features.
No. 409, www.ccsmag.com/freeinfo
Eliance Launches eSourcing
Eliance Corporation recently launched its "eSourcing" solution, which enables
small- and mid-sized businesses to build profitable e-commerce sites. The enhanced suite
of services includes more than 30 business functions such as international risk
management, Web-based customer service and extensive payment processing and allows Web
merchants to establish successful e-commerce sites at a substantially lower cost than
outsourcing each component separately. Partnering with Eliance entitles companies to
receive e-commerce services under a single umbrella, including data collection and
security, risk management, transaction processing, notification, reporting, customer
service, affiliate management, database management, global services and training. In
addition, a new strategic partner program has been initiated to provide Eliance customers
with additional front-office services such as Web hosting, shopping cart functionality,
Web design and direct marketing.
No. 410, www.ccsmag.com/freeinfo
StepUp Announces Release Of Simple Support Desk 2.0
StepUp Software Incorporated has announced the preview release of Simple Support Desk 2.0,
a multi-user help desk application that offers many features of high-end support desk
applications at a lower cost. SSD is a cross-platform, multi-user relational database
application with an intuitive interface. It was designed to meet the needs of the support
desk data entry person, with its quick single-screen data entry process, quick and easy
searches and re-usability of existing data. It also includes administration, customization
and reporting tools. Version 2, which is currently in beta, adds integrated inventory,
e-mail capabilities and interface improvements.
No. 411, www.ccsmag.com/freeinfo
Group 1 Software Introduces TrueLead
Group 1 Software has introduced TrueLead, a Web software solution which allows marketers
and Web developers to make the most of their one-to-one interactive sales, customer
support and market research activities. TrueLead has four components: a Java applet, a
Virtual Designer, a TrueLead server and a CODE-1 Plus server. Basic capabilities include
real-time conditional branched scripting of forms, which gives developers the ability to
customize the exchange of information between marketer and customer, and real-time address
correction, which allows marketers to automatically check addresses against the U.S.
Postal Service's database. TrueLead uses Group 1's address correction system, CODE-1 Plus,
to ensure that each customer address is handled optimally in real-time. The TrueLead
Visual Designer provides Web programmers with a GUI point-and-click interface to create
interactive, multi-page forms/questionnaires that are deployed as popular and
user-friendly Java applet wizards, based on a marketer's specific requirements.
No. 412, www.ccsmag.com/freeinfo
Witness Systems Offers Evaluation Reporter
Witness Systems, Inc. has announced the availability of its standalone Evaluation Reporter
software for call centers. The software facilitates the simultaneous evaluation and
scoring of agents, providing an immediate performance summary to call center management.
Available for the first time as a separate software package from the company's WITNESS
quality monitoring application, Evaluation Reporter fulfills the needs of small- to
mid-sized call centers requiring an automated evaluation tool. Evaluation Reporter has
been designed to automate and customize the evaluation forms and graphs to meet customers'
exact specifications, which results in more productive supervisors who have the
information they need to recommend customer service representative training and improve
coaching sessions.
No. 413, www.ccsmag.com/freeinfo
Iwatsu And TASKE Technology Announce TASKE ACD Toolbox
Iwatsu America, Inc. and TASKE Technology Inc. have released TASKE ACD Toolbox for ADIX
ACD. TASKE ACD Toolbox is Windows-based ACD reporting and monitoring software developed by
TASKE Technology for Iwatsu's ADIX telephone system and ADIX ACD automatic call
distribution application. TASKE ACD Toolbox features a three-tier approach that optimizes
reporting and management options for the call center. Features include real-time
monitoring, which allows supervisors to monitor the call center by configuring
customizable statistics windows on their desktops; agent awareness, which brings real-time
group status indication to each agent's desktop; and historical reports and forecasting, a
collection of 60 reports combined with features such as ACD Replay and ACD Forecaster that
ensure that the call center is always operating at peak performance.
No. 414, www.ccsmag.com/freeinfo
Tygart Technology Introduces PRISM/Look
Tygart Technology, a provider of multimedia communications technologies, recently
introduced PRISM/Look, a software solution that works within Microsoft Outlook 97/98 and
Exchange Server to converge real-time telephone transactions with an organization's
database. PRISM/Look enables users to view incoming calls on their desktop PC through MS
Outlook, simultaneously search personal and corporate databases for information on the
caller and direct and control calls within Outlook. PRISM/Look, combined with MS Outlook,
requires virtually no user training and can handle all of an organization's communications
and information needs. Capabilities include full-featured business telephone capability
(dial, answer, call hold, call transfer and conference calling), e-mail, fax, scheduling
and contact management.
No. 415, www.ccsmag.com/freeinfo
Crystal Group Releases CS600 Computer Chassis
Crystal Group, Inc. has announced the release of the CS600 computer chassis to its family
of hardware products. The CS600 is a 2U high by 19" rackmount computer chassis. It
features a six-slot ISA or ISA/PCI PICMG 2.0-compliant passive backplane with a butterfly
backplane design. Cards mount horizontally in the chassis with three on one side and three
on the other with a removable card cage. Power supplies are 100 or 150 watt AC or DC. Each
unit can accommodate three 3.5" hard drive bays and two cooling fans. On-board system
monitoring and alarm capabilities are available with each CS600.
No. 416, www.ccsmag.com/freeinfo
Mercom Announces Support For Direct Recording Of Digital
Telephones
Mercom Systems has announced the ability to record conversations directly from a variety
of digital telephone instruments through incorporation of new technology into Mercom's
flagship product, Audiolog. By including the new PBXmedia DAC16 card from Calista Inc.,
Audiolog systems can now connect to various digital PBX/ACD systems in a much more
efficient, practical and simple manner. Instead of using digital-to-analog converters or
handset adapters connected to each phone, Audiolog's new capability enables a direct
connection to the phone wiring in order to receive and record the digital signal.
No. 417, www.ccsmag.com/freeinfo
TeleSystems Offers Client Notification
TeleSystems Marketing, which specializes in automated and live operator client
notification services such as fax and e-mail broadcasting and live telemarketing, is
offering a new way to quickly and efficiently get information out to clients and
customers. TeleSystems voice broadcasting systems allow TeleSystems' clients to call into
an 800 number and record a personal message on a digital recording system to then be sent
out to the client's personal database, either live or directly to voice mail. If a
database is needed, TeleSystems can also furnish one from an in-house database of 80
million consumer records and 12 million business records. This system has the ability to
navigate through complex voice mail systems and deliver recorded messages directly to a
particular client's voice mail.
No. 418, www.ccsmag.com/freeinfo
Mayline Introduces New Workstation
Mayline Company, Inc., a manufacturer of specialty contract furniture, local area network
support furniture and specialty filing products, has announced the release of its new
VariTask Stealth adjustable workstation. The new workstation features 16" of electric
height adjustment for a variety of sit-to-stand requirements. As many as three "power
pods" can be synchronized to lift the largest of tops (up to 10 feet) with 225 pounds
of lifting capacity per pod. Low-voltage DC motor actuator allows for quiet operation.
No. 419, www.ccsmag.com/freeinfo
VoiceLog Announces Availability Of Quick Freeze
VoiceLog LLC, a provider of third-party verification, has announced the availability of
Quick Freeze, a response to new FCC rules requiring third-party verification for preferred
carrier freezes. Carrier freezes are a service offered by local telephone companies as a
protection against slamming, the unauthorized changing of a customer's telephone service
provider. When a freeze is placed on an account, no changes can be made in the customer's
telephone service without direct instructions from the customer. Freezes, therefore, keep
unauthorized telephone companies from changing a customer's service without his or her
permission. The purpose of the verification requirement is to prevent local telephone
companies from imposing freezes without customer consent, which would keep customers from
legitimately switching to other telephone companies. Quick Freeze provides outside
confirmation that customers did authorize freezes on their accounts and services.
No. 420, www.ccsmag.com/freeinfo
Gregson Releases Hartley Executive Chair
Gregson Furniture recently introduced the Hartley executive chair. The new design features
a rolled seat and back and flair-panel arms. With a two-piece independent seat and back,
the outline of the back tapers down to meet the seat while curving to support the user.
Hartley features a syncrotilt mechanism with a five-position tilt lock for maximum control
and function.
No. 421, www.ccsmag.com/freeinfo
QWIZ Unveils Tests For Call Center Professionals
QWIZ, Inc. has announced the release of QWIZ Call Center, a solution for evaluating
customer service representative skills. QWIZ Call Center provides a quick, objective way
to measure customer service aptitude, spelling and audio data entry speed and accuracy.
Test results identify candidates who are comfortable in the computer environment and have
superior customer service skills. QWIZ Call Center was developed as a result of interviews
with professionals at call centers and at staffing companies specializing in call center
staffing. Tests simulate real telephone call scenarios to give applicants a realistic
preview of call center tests. The resulting product is a complete solution with three
types of testing: data entry, spelling and customer service aptitude.
No. 422, www.ccsmag.com/freeinfo
GF Introduces New Office Furniture Products
GF Office Furniture, Ltd. has announced four new products to complement its line of office
systems furniture, seating, desks, filing and storage products. The first is Commuter
Mobile Office System, a complete office workstation with both a base storage unit and
mobile work unit. The GFX Segmented Panel System is a mix-and-match stacked panel system
with four styles (fabric-back acoustical, steel, smoked tinted acrylic or tempered clear
glass) and eight panel widths to form up to five completed panel heights. NuGrain Accent
Finishes for end and top caps on GF's panel systems come in a choice of five finishes that
match GF's wood veneer work surfaces. In addition, the recently introduced Friday Series
Seating chairs are available in professional and task models (armless, open-loop arm and
"T"-style arms.) Features include easy-to-use adjustments, advanced ergonomic
features and contemporary design.
No. 423, www.ccsmag.com/freeinfo
CCTI Introduces PRISM
CallCenter Technology Inc. has introduced its new flagship product, PRISM, a flexible
decision support system for call center management. With PRISM, major applications in a
call center can be interfaced without custom programming, making all key information
readily available and easy-to-use. Call center managers can view real-time information,
interpreting data in the context of the various systems running in a call center. Simple
drag-and-drop techniques can be used to establish real-time, cross-application reporting
and policy metrics without having to implement custom software routines. Real-time agent
performance metrics can be easily generated and call centers can eliminate the usual need
for skilled programmers to provide the ongoing system support characteristic of
traditional decision support systems.
No. 424, www.ccsmag.com/freeinfo
DuoCor Releases Y2K Application
After undergoing considerable redevelopment, the latest update of DuoCor's XactCopy's data
protection/system recovery strategy (DPSR) has been released to the market. Version 2.50
for Windows 95/98 incorporates substantial improvements in the user interface and in
compatibility over a wide range of PC hardware platforms. Used to protect valuable data
prior to remediation testing, the system creates and maintains an identical copy of the
hard drive onto a second hard drive, also called the DPSR drive. Unlike mirroring, this
program does not use concurrent writing. The user controls the frequency of routine
backups manually or through the automatic scheduling feature. Y2K problem solvers have
found two ways to employ XactCopy. After performing a current backup on the vulnerable
system, the Y2K specialist can perform testing and remediation on the DPSR drive knowing
the system drive contains all original pre-test data. The alternative approach is to
remove the DPSR drive for testing and remediation on a remote test platform while the
active drive remains in use. Both methods do away with the downtime associated with
correcting Y2K problems and ensure no data are lost.
No. 425, www.ccsmag.com/freeinfo
E-Contacts Announces New Web Service
E-Contacts Corporation has announced the launch of a new Web service for locating 20-30
percent of a company's missing e-mail addresses. E-Contacts-Find uses proprietary crawler
technology that taps into public host name listings and public directory services. It then
uses various logical combinations for testing different probable e-mail combinations and
tracking confirmed and bounce-back e-mails. The service is designed to work for
business-to-business contacts as it requires a full name, company name and mailing
address. Potential clients must confirm in writing that the database contains only
customer names and names of contacts who have requested information from the company
within the last six months. As part of the service, clients will also receive their
customers' Web addresses. Most records will include additional company background
information, which will allow customized e-mail marketing.
No. 426, www.ccsmag.com/freeinfo
Business Evolution Announces Improved E-mail Management System
Business Evolution (BEI) has released version 2.7 of @Once Service Center, a Web customer
service software solution that offers companies four ways to communicate with Web
customers: e-mail, live messaging, chat rooms and a telephone call-back feature. Version
2.7 formally introduces the BEI e-mail management system, which showcases new concepts in
Web customer care through e-mail. @Once integrates real-time communication channels such
as live messaging and telephone call-back. It allows questions to be prioritized in queue
according to their importance so that the most urgent or purchase-critical questions are
answered first. The BEI solution analyzes the context of each question and ensures that
the timing of the answer is appropriate.
No. 427, www.ccsmag.com/freeinfo
Registry Magic Launches Virtual Employee Teleservices
Registry Magic, a provider of conversational speech recognition products, recently
announced the launch of Virtual Employee Teleservices, an outsourced teleservice that can
answer hundreds of calls simultaneously. The service performs repetitive employee tasks
that may include receiving requests for brochures, providing information or taking
customer orders. The system has just been implemented by Office Depot, a large seller of
office products, to handle catalog order requests 24 hours per day, 7 days per week.
Office Depot has experienced cost savings in operations with Virtual Employee as it frees
up agents to handle more complicated requests and spend more time with customers.
No. 428, www.ccsmag.com/freeinfo
Net Effect Announces Availability Of NEware
Net Effect Systems has announced the general availability of its NEware 2.1 family of
online customer support (OLCS) software. NEware is an enterprisewide, online customer
support solution that helps companies increase customer satisfaction by enabling
first-call resolution with one point of contact and the right answer the first time. Among
the modules that make up the NEware suite are NE Call Director, a Java-based application
server that provides a central point for session routing and message management. NE Call
Director manages workflow and handles queues and agent assignments. It also supports
skills-based routing to ensure customer questions are routed to an agent with the
appropriate expertise and maintains full transcripts of every interaction between agents
and clients.
No. 429, www.ccsmag.com/freeinfo
CIA Introduces Focus
Cambridge Intelligence Agency (CIA) has announced the availability of Focus, a Web-based
solution for organizations overwhelmed by customer e-mail. The announcement is made as the
company completes its beta program at the Boston Globe and its online affiliates. Focus
was designed to provide intuitive self-service solutions for Web visitors with enhanced
processing functionality for customer service representatives. It offers features such as
FocusFAQ, a personalized FAQ list generated from a knowledge base composed of published
responses to previous customer e-mail; spam filtering; FocusMail for intelligent,
rules-based message routing to groups or individuals; and FocusReply, which provides
one-click "custom" responses in the matter of an auto-reply with the editorial
control of a personal response.
No. 430, www.ccsmag.com/freeinfo
Remedy Releases Action Request System Version 4.0
Remedy Corporation has announced the availability of the Action Request System 4.0 (AR
System), Remedy's adaptable foundation for all of its enterprise applications. This
release offers Remedy's users access to a new 32-bit user interface (UI), robust
enterprise reporting capabilities and instant readiness for the Web. Action Request
System's new UI makes Remedy-powered applications easier to learn with less training and
simpler to use, allowing users of all skill levels to complete their tasks faster. The
system makes it easier for administrators to rapidly prototype, deploy and iterate new
applications for affordable, continuous optimization.
No. 431, www.ccsmag.com/freeinfo
GTE Launches Call Waiting Service Using InfoInterActive Technology
InfoInterActive Inc., a developer of convergent, network-based enhanced services, recently
announced that it has signed a comprehensive sales and distribution agreement with GTE
Internetworking, a division of GTE. The agreement enables GTE Internetworking to sell and
distribute InfoInterActive's patented "Internet Call Manager" call waiting
telephone service for Internet users throughout the U.S. and worldwide. In addition, GTE
Internetworking has announced the availability of GTE Internet Call Waiting, a service
based on InfoInterActive's Internet Call Manager Technology. GTE Internet Call Waiting is
one of two initial enhanced IP services - the other being IP Fax - now available on GTE's
new national fiberoptic network, built to deliver next-generation Internet services.
No. 432, www.ccsmag.com/freeinfo
Speedware Releases Customer Service Analyzer
Speedware Corporation has released its new Customer Service Analyzer, a packaged
analytical application software solution built specifically for customer service centers.
The software is a real-time, integrated analytical application that tracks, measures and
predicts the critical business metrics of call centers. CSA is recommended for companies
using Clarify, Vantive, Remedy, Siebel, Crystal Reports or in-house operational systems
because it presents all necessary performance and profitability information. CSA
assimilates data from multiple, disparate sources into one easy-to-understand graphical
analysis tool. CSA presents multiple dimensions of information, allowing companies to
accurately trend, predict and cross-analyze all aspects of customer service and support
organizations. The graphical interface and simple point-and-click features allow the users
to "drill down" on information for the purpose of predicting call patterns,
measuring service level agreement performance and agent efficiency, tracking customer
satisfaction and analyzing cost/revenue and customer/product demographics.
No. 434, www.ccsmag.com/freeinfo
King TeleServices LLC has announced the promotion of Thomas M.
Del Vecchio to president and chief operating officer. King TeleServices is a
wholly owned subsidiary of D.F. King & Co., Inc. and is engaged in
business-to-business and business-to-consumer calling, consumer market research and
opinion surveys.
Saratoga Systems, a developer of enterprise software systems for
customer relationship management, has announced the appointment of Ren� White
as vice president of marketing. Additionally, Jim Peck has been appointed
to vice president of sales.
netDialog, Inc. has announced that K.B. Chandrasekhar,
co-founder and chairman of the board of Exodus Communications, Inc., has joined the
netDialog board of directors. His experience is expected to be valuable as netDialog
pursues its goal of establishing a leadership position in the online customer management
market.
Davox Corporation, a developer of call center management software
solutions, has announced that it named Thomas E. Grosskopf to the
position of regional sales vice president.
Global-U.S.A. has announced the appointment of Andy Woods
to vice president and general manager of Global Industries Northwest, their Seattle-area
distribution center.
Digital Microwave Corporation has promoted B. Lee Jones
to chief information officer responsible for Digital Microwave Information Technology
systems worldwide. In addition, Lee is responsible for telecommunications and the Year
2000 Project Team.
CosmoCom, Inc. has announced the appointment of Terri Ghio
as vice president of sales. Ghio will be responsible for CosmoCom's overall sales strategy
and will manage the company's sales teams.
LHS Group, Inc. has appointed Jon A. Limbird as
executive vice president of corporate development. Limbird will be responsible for the
expansion of LHS business through new business ventures, strategic investments, mergers
and acquisitions.
Call Interactive Inc. has announced the promotion of Eric
Petersen to vice president of sales. In addition, Gene Chevalier
has been promoted to director of telecommunications.
Primus has announced that Kim M. Nelson has joined
the company as vice president of sales. Nelson will assume responsibility for sales
strategy and the continued development of Primus' direct and indirect sales channels.
WebLine Communications, a provider of software solutions for driving
Internet sales and service through human interaction, has announced that Robert
Weinberger has joined the company as vice president of marketing.
NetSpeak Corporation has announced that Neville O'Reilly
has joined the company as vice president of strategy and business planning. He will direct
strategic marketing and product planning for the company. O'Reilly was previously director
of strategy and Web site service operations at AT&T Network Commerce Services. In
addition, Lane M. Bess has joined the company as senior vice president of
sales. Bess, previously director of product marketing at AT&T WorldNet Service, will
direct the sales and channel strategy for NetSpeak.
J. Darrell Kelley has been appointed to the board of directors of Brite
Voice Systems, Inc. Kelley is currently president and CEO of the Economic
Development Commission of Mid-Florida, Inc.
Janna Systems has announced the appointment of Randall Flom
as vice president, corporate sales. In addition, Lorraine A. Nave has
joined the company as vice president of corporate marketing.
Clarify Inc., a provider of integrated front office solutions, has
appointed Jay Tyler as senior vice president of worldwide sales. Tyler
most recently served as group vice president for GartnerGroup.
Michael Young has joined Hello Direct, Inc. as vice
president, chief information officer. Young has served as consulting CIO for Hello Direct
for nearly a year, developing a strategic information systems plan and re-staffing that
function.
Prime Response, a marketing automation solutions provider offering
campaign management software, has announced the appointment of Peter J. Boni as
president and CEO.
Acxiom Corporation has announced the appointment of Lee Hodges
as division leader in the newly formed Outsourcing Division. He will also serve as a
member of the Acxiom Corporate Leadership Team.
I-Link, Inc., an enhanced voice and data communications company, has
announced the election of David Bradford, senior vice president and
general counsel for Novell, Inc., to its board of directors.
Bluestone Software, Inc. has announced the appointment of P.
Kevin Kilroy as president of the company. Kilroy succeeds Bluestone's founder,
Mel Baiada, who will continue as chairman of the board.
Astea International has appointed John Jacobs as vice
president of software development. Jacobs was formerly with Shared Medical Systems of
Malvern, Pennsylvania.
TeleSpectrum And IDRC Sign Merger Agreement
TeleSpectrum Worldwide Inc. has announced that it has entered into a merger agreement with
International Data Response Corporation (IDRC). The combined companies, with 30 call
centers in the U.S. and four in Canada and 11,000 employees, will become the seventh
largest teleservices company in the industry. It will operate under the TeleSpectrum name
and be headquartered in King of Prussia, Pennsylvania, at TeleSpectrum's current
headquarters. TeleSpectrum's chairman, president and CEO, Keith E. Alessi, will become
president and CEO of the new company.
AAC And TSB Discontinue Merger Discussions
After months of ongoing negotiating, AAC Corporation, with the support of its board of
directors, has made the decision not to continue merger discussions with Toronto-based TSB
International. AAC, a provider of telecommunications workforce management products and
services, has cited an excess of issues and obstacles preventing the merger of the two
companies, though AAC president and CEO stresses that there remains synergy between the
two companies.
Industri-Matematik Acquires Astea CRM Business
Industri-Matematik, a supply chain management provider, has announced that it acquired the
Abalon customer relationship management (CRM) business from Astea. The acquisition will
bring together the strategic business process in revenue generation, helping companies
acquire, develop and retain customers more profitably. Abalon CRM capabilities support
sales, marketing, service and call center operations. Industri-Matematik capabilities
support supply chains from order capture to global fulfillment. The combined capabilities
of the two companies will help companies own customer relationships to increase market
share and revenue over the long term.
Nokia Acquires Vienna Systems
Nokia, a mobile phone provider and supplier of mobile and fixed telecom networks, has
announced that it has signed a definitive agreement to acquire Vienna Systems Corporation,
a privately-held Internet protocol (IP) telephone company based in Kanata, Ontario,
Canada. Vienna Systems designs and manufactures hardware and software products for the
distribution of voice, fax and video communication over IP networks, including intranets
and the Internet. Nokia believes that the acquisition of Vienna Systems will provide them
with additional technical expertise and access to leading customers in the growing IP
telephony market.
Lockheed Martin Selects Xantel Connex
Xantel Corporation, a provider of open, high-contact call center solutions, has announced
that Lockheed Martin Energy Systems Information Technology Services (ITS) has chosen
Xantel Connex for use in its internal help desk. Xantel Connex replaced an automated call
distributor in order to deliver a higher level of customer interaction and relationship
management. Lockheed anticipates realizing productivity gains that recoup its investment
in less than four months through increased virtual workforce without adding staff, faster
customer response time, lower call abandonment and flexible call flow customization.
Xantel Connex is an open-standard, Windows NT-based software platform which integrates in
front of or beside a customer's private branch exchange. The resulting rules-based routing
integrates with the client database to optimize the customer information available at the
point of contact.
Ask Jeeves Builds Natural-Language Technical Support System For
Dell
Ask Jeeves, a provider of automated question-and-answering systems, announced that it has
built a question-and-answer online technical support service for Dell Computer
Corporation. The new service, "Ask Dudley," simplifies navigation by allowing
visitors to the Dell site to ask questions in plain English and receive links directly to
answers. Ask Jeeves' technology understands the question and provides answers quickly and
efficiently. With this licensed technology, Dell can continue to improve its online
technical support by analyzing the incoming customer questions and updating or adding
content as needed.
Silknet Announces Installation And Alliance
Silknet Software, Inc. has formed a strategic alliance with Deloitte Consulting's DRT
Systems, a provider of integration services and solutions deployment. As a result of the
agreement, DRT Systems will deploy and provide technology consulting, systems integration
and operational support for Silknet's Web-based eBusiness System architecture and its
eService customer service application. The alliance will increase Silknet's marketing
reach and enhance its impact through DRT's deployment approach. In addition, Silknet has
announced that Assessment Systems, Inc. will use Silknet's eService 98 application to
provide Web-centric customer support for its test centers, customers and employees. ASI
delivers assessment and professional testing services to specialists in a range of fields,
such as insurance and real estate, as well as to large corporations that require
competency exams of their employees. ASI will use eService to provide continuous Web
support for annual testing to its international test center network.
smallwonder Announces Installation Of Their XChange 3.0 Telephony
System
smallwonder softworks, inc. has announced that Shell Vacations has recently installed
SSI's XChange 3.0 Telephony System for its Scottsdale, Arizona-based call center
operation. The call center will support the marketing efforts of Shell Vacation's resorts
in Arizona. XChange is a Windows NT-based CTI solution consisting of an open telephony
server supporting client applications. The open-architecture, industry-standard components
and non-proprietary interfaces allow call centers the independence and flexibility to
control their own systems.
Mediatrix's IP Telephony System Interlude At U.S. Treasury
Department Agency
Mediatrix Telecom has announced that Technical Corporation of Vienna, Virginia has
successfully installed Mediatrix' APA systems with an agency of the U.S. Treasury
Department. Technica integrates and sells Mediatrix' APA Internet protocol telephony
technology under the VIPer brand name. The VIPer integrates all the internal fax traffic
of this agency over existing IP data networks, providing the agency with greater
efficiency and reduced network management costs. APA's technology also allows for the
successful transmission of encrypted data.
Q-UP Chooses 800 Support
Q-UP Systems, a provider of Web-based financial products, announced that 800 Support now
provides technical support for retail and commercial customers banking online through
Q-UP's Internet Banking System. 800 Support, which operates technical help desks and call
centers for corporations, will field questions from customers through a bank-branded call
center operated by 800 Support. Using Q-UP's Internet Banking System, which may be
customized, online end-users can perform a variety of banking functions, including viewing
account balances and histories, paying bills electronically, transferring funds between
accounts, requesting wire transfers and stop payments, viewing checks and statements,
reordering checks and direct deposit set-up. Additionally, cash management services are
offered to commercial customers.
Syntellect Secures Multiple Vista Contracts
Syntellect has announced that it has been awarded contracts in excess of $1.4 million.
These contracts, which are for its Vista open standards-based software platform, include
various combinations of interactive voice response (IVR), computer-telephony integration
and predictive dialing capabilities and are in three of Syntellect's strategic target
markets: financial services, media/cable and healthcare. Vista allows clients to offer
applications such as customer self-servicing, Internet and home banking, outage reporting,
agent productivity and CTI because it supports industry standards and combines the power
of voice and data processing with workflow automation and natural language speech
recognition. Additionally, Vista will allow organizations to transition their call centers
from a back-office function into a more prominent profit and customer care center role.
CCC Information Services Selects Vantive
The Vantive Corporation has announced that CCC Information Services, a provider of
advanced software and communications systems for the automotive claims industry, has
selected the Vantive system to enhance its call center operations. With Vantive, CCC has a
complete customer service, ordering and customer information application. CCC selected
Vantive's solution because of its openness and ease of customization, as well as its high
performance benchmarks across many platforms and its Web-enabling technology. CCC expects
Vantive's system to provide easy conversion with minimal and positive impact to CCC's
users and customers and minimal retraining.
General Magic Implements SpeechWorks Technology
SpeechWorks International Inc. has agreed to license speech recognition technology and
tools to General Magic, Inc., a developer of integrated telephony and Internet
applications. The selection of SpeechWorks for further development of natural language
applications follows General Magic's evaluation of the SpeechWorks recognition engine and
associated development tools. General Magic is the manufacturer of Portico, a service
which enables users to access, retrieve and act upon information using any telephone and a
normal speaking voice. Portico integrates voice mail, e-mail, address book and calendar
information as well as content available on the Internet, such as company news and stock
quotes. The agreement will enable SpeechWorks to help General Magic build innovative new
services with natural, interactive interfaces.
PC ServiceSource Implements Witness' Application
Witness Systems, Inc. has announced that PC ServiceSource has successfully implemented the
WITNESS voice and data quality monitoring application. PC ServiceSource has designed a
sophisticated call center which handles as many as 10,000 calls daily. The WITNESS
solution will be used to observe the voice and data actions of the sales service
representatives (SSRs) who handle those customer contacts. By deploying voice and data
monitoring software, PC ServiceSource can more effectively coach and train its 150 SSRs.
The company has refined its service offering by grooming SSRs to focus more on sales.
Before implementation of the WITNESS system, SSRs were evaluated three times per month,
compared to the current 10-15 times per month.
Comverse Announces Two Alliances
Comverse Information Systems Corporation, a subsidiary of Comverse Technology, has been
selected by Ameritech to provide digital recording and quality monitoring systems as part
of its quality assurance program for call centers. Ameritech's program will provide a
comprehensive offering of call center products and services that embrace the breadth of
technological and consultative expertise needed to effectively manage a call center.
Customized programs are designed to provide call centers with the tools they need to
optimize customer satisfaction. In addition, Comverse Information Systems Corporation has
announced a joint technology and marketing alliance with Information Management
Associates, Inc. (IMA). Using Comverse's open API development tools, the two companies
have created an integral link between IMA's EDGE customer interaction software product and
the Comverse Intelligent Recording and monitoring products.
Sanchez Computer Associates Select Bluestone
Bluestone Software, Inc., has announced that Sanchez Computer Associates, a provider of
integrated software solutions and services for financial institutions, is now integrating
Bluestone's Sapphire/Web application server framework into its PROFILE suite of banking
products. Sapphire/Web is designed to control application development, integration,
management and deployment. Embedding Sapphire/Web into its software will enhance Sanchez's
existing range of customer-centric electronic banking solutions. The newly enhanced member
of Sanchez' PROFILE family of products is one of a series of products to result from
Bluestone's Powered By Sapphire/Web Program, an initiative that enables independent
software vendors to easily embed Bluestone's Sapphire/Web into their own software
solutions.
Laser Image Installs Interface's DeskEx
Interface Technologies, Inc. (ITI) and Laser Image Corporate Publishing have jointly
announced that Laser Image has initiated a corporate-wide installation of the DeskEx Body
Awareness System. DeskEx is an ITI-developed computer workstation ergonomic application
that runs on Windows 95/98 and Windows NT 4.x. With a goal of taking proactive steps to
keep its computer workstation environment safe, Laser Image hopes to provide its employees
and staff with education and tools to prevent repetitive task injuries. DeskEx allows
computer users to interact with a reminder system and desktop exercise tutorial that pops
up on their workstation at discretely timed intervals. It provides a library of more than
55 exercises and workstation wellness reminders. For feedback, DeskEx tracks and reports
user mouse movement, cursor movement and keystrokes.
PNC Bank Selects Unica's MODEL 1
Unica Technologies, Inc. has announced that PNC Bank Corp. has purchased Unica's MODEL 1
data mining software. MODEL 1 is comprised of four application-specific modules: Response
Modeler, Customer Segmenter/Profiler, Customer Valuator and Cross-Seller. The four modules
combine to form a complete data mining solution. PNC Bank, a diversified financial
services organization, anticipates using MODEL 1's advanced multiple algorithm approach
and user interface to develop modeling applications with shorter cycle times.
Lightbridge Signs Contract With State Communications
Lightbridge, Inc. has announced that State Communications, a Greenville, South
Carolina-based competitive local exchange carrier (CLEC), has chosen Lightbridge's
automated credit screening solution to qualify new subscribers. State Communications is
one of many CLECs Lightbridge has targeted to help streamline the process of acquiring and
assessing new service applications. State Communications will use Lightbridge's credit
screening solution to sign on new residential and business subscribers for local, long
distance and Internet services. Currently, State Communications provides services to six
markets in the Southeast, located in Alabama, Kentucky, Louisiana, Mississippi, South
Carolina and Tennessee. The rapid growth of CLECs since the implementation of the
Telecommunications Act has meant that these organizations are realizing the need for
automated systems to keep with the rapid growth of their subscriber bases.
AOL And CompuServe To Implement Blue Pumpkin's PrimeTime
America Online and CompuServe have both selected Blue Pumpkin Software's PrimeTime
workforce management software to aid them in planning their resources for their call
centers that handle pan-European Internet online queries. AOL Bertelsmann Services
Operations Limited, which provides customer support for both AOL members and CompuServe
members throughout Europe, will be using the software in six call centers based in Dublin
and Waterford, Ireland; Bristol, England; Lens, France and Duisburg and Saarbruecken,
Germany. PrimeTime will be used by over 1,000 agents to answer over one million calls that
are received each month. PrimeTime delivers intuitive solutions for call centers with
basic forecasting and scheduling needs as well as complex call centers with enterprise
workforce management and skills-based scheduling needs.
DMA Approves Guidelines For Use Of Predictive Dialing Equipment
And Software
In an effort to reduce the incidence of people experiencing silence or a delayed greeting
when answering their telephones, the Direct Marketing Association (DMA) board of directors
has approved operational guidelines for the employment and programming of predictive
dialing telecommunications equipment. Predictive dialing software and equipment enable the
placement of calls automatically, ensuring efficiency for each telephone service
representative in a call center. According to the DMA, most call centers use predictive
dialing to increase the productivity of their campaigns. The challenge with this marketing
technology occurs when a marketer uses the equipment to connect more calls than there are
available representatives, thereby leaving a call recipient with no one to speak to when
answering. The new guidelines, titled The DMA Guidelines for Predictive Auto Dialing
Equipment, were developed in conjunction with both users and manufacturers of predictive
dialing equipment.
Survey Finds Only 15 Percent Of U.S. Firms Answer E-Mail In Three
Hours
According to a survey conducted by Brightware of the nation's 100 largest companies, only
15 percent of the Fortune 100 companies tested answered a very simple e-mail query -
"What is your corporate headquarters address?" - within three hours. Only 4
percent of the companies answered in under 15 minutes. Ten companies of the 100 targeted
never answered at all. Interestingly, 36 percent of Fortune 100 companies could not be
contacted by e-mail from their Web site or made it so difficult that most visitors would
be unable to do so, according to Brightware's survey. One of the survey's biggest
surprises was the finding that 12 percent of the companies required detailed personal
information before they would answer an e-mail query asking for the address of their
corporate headquarters. One company required the surveyor to fill out a questionnaire.
Finally, 26 percent of the Fortune 100 companies either did not accept e-mail from their
Web sites or made it so difficult to find the e-mail form that the surveyor gave up after
a reasonable effort.
Convergys Completes Spin-Off From Cincinnati Bell
Convergys Corporation, a provider of outsourced, integrated customer care and billing, has
completed its spin-off from Cincinnati Bell, Inc. Convergys was formed by the
consolidation of MATRIXX Marketing and CBIS, which were previously subsidiaries of
Cincinnati Bell, and includes a 45 percent interest in Cincinnati SMSA LP, which operates
a cellular telephone business. In addition, Convergys has announced that it is entering
the billing and customer care market for the utilities industry and has joined with SPL
WorldGroup, a provider of customer information systems for utilities, for the launch of
its utilities outsourcing business.
SNT Telephone Services To Use Blue Pumpkin Solution
Blue Pumpkin Software has announced that SNT Telephone Services, a provider of call center
operations in The Netherlands, has chosen Blue Pumpkin's PrimeTime resource planning
software to schedule 3,000 agents at sites based in Groningen, Ede, Zoetermeer, Rotterdam
and Utrecht. With PrimeTime, SNT will be able to accurately forecast the agents required
at any one time to answer the 18 million calls received each year.
LHS And Alcatel Enter Agreement
LHS Group Inc. has announced that Pegaso Telecomunicaciones y Sistemas, S.A. de C.V. of
Mexico has selected LHS's Business Support and Control System (BSCS) and LHS InfoCell's
InfoCell ConVerge to support its start-up wireless operations in Mexico. Alcatel, a global
partner of LHS, has entered into an agreement to provide an integrated customer care and
billing solution for Pegaso using LHS' BSCS software. LHS InfoCell Inc., a wholly owned
subsidiary of LHS Group, has also has entered into an agreement with Pegaso to license and
implement its InfoCell ConVerge point-of-sale solution, for use by Pegaso's retail outlets
and dealers.
New Proposals From Brussels Affect Internal Market For E-Commerce
The European Commission recently agreed upon a proposal for an electronic commerce
directive. In this directive, the Commission has clarified that member states must not
institute limitations to the free movement of information society services. The proposal
makes two exceptions to the free movement limitations: contractual obligations in consumer
contracts and unsolicited commercial communications by e-mail or any equivalent individual
communication. In addition, the proposal addresses issues such as liability, commercial
communication and consumer protection.
Mannesmann Mobilfunk Signs With Amdocs
Amdocs, an international provider of customer care and billing solutions to the
telecommunications industry, and Mannesmann Mobilfunk GmbH, the largest cellular carrier
in Germany, have announced the signing of an agreement to implement Amdocs' Ensemble
Customer Care and Billing system. Mannesmann Mobilfunk will deploy Ensemble for all its
cellular operations and will use the system to provide full convergence service. Amdocs
will support Mannesmann Mobilfunk in system implementation and in the transition from its
current mainframe environment to a UNIX client-server environment.
PTT Lattelekom Places Order With InnoWave Tadiran
InnoWave Tadiran Telecommunications Wireless Systems Ltd. has announced that Lattelkom,
the Latvian PTT, has placed an order for additional InnoWave MultiGain Wireless Systems
(MGW). This is the second major order for InnoWave this year from a Baltic country. To
meet the growing demand for advanced telephony services in the Latvian region, the MGW
systems will be installed in new rural and urban bases, including the Riga area. In early
1998, an agreement for the supply and installation of InnoWave's MGW systems was signed
with Lietuvos Telekomas, the Lithuanian PTT. The MGW systems will be installed in the
urban Lithuanian capital, Vilnius, as well as in several more rural locations.
Melita Announces Latin American Agreement
Melita International has announced a multi-site contract with Tecmarketing S.A. to provide
the telemarketing company with an information technology infrastructure for interactive
customer management in its Latin American call centers. Tecmarketing is one of the largest
and fastest growing telemarketing organizations in Latin America, with two call centers in
Mexico City and a new contract center in Tijuana. Tecmarketing will use Melita's contact
management software and Lucent's G-3 switches to extend their distributed call centers,
enhance the number of sales per hour and improve agent productivity.
Three Companies Form Alliance To Provide Internet Credit Card
Processing
Hansa.net Global Commerce, Inc., First Atlantic Commerce Ltd. and Hansa Bank & Trust
Company Limited have announced a strategic alliance to provide secure Internet credit card
processing for offshore e-commerce. The alliance combines banking, management and all
other essential elements so that clients can maximize their profits from their e-commerce
business activities.
SITEL Signs Agreement With ENDESA Group
SITEL Corporation, a provider of outsourced telephone and Internet-based customer service
and sales programs, has signed a five-year agreement with ENDESA Group, a Spanish utility,
to provide outsourced teleservices in Spain. Under the terms of the agreement, SITEL will
operate several call centers located in Barcelona and Seville, Spain. The scope of the
contract will include customer care and all incoming requests by consumers concerning
meter readings, power failures, commercial campaigns and switchboard handling. Operations
began in January 1999 and SITEL estimates it will receive approximately 4 million calls
during the first year of operations.
Primus Announces Strategic Alliances
Primus, a player in Web-based problem resolution and support knowledge management
software, and Zamba, a customer care consulting firm, recently announced a strategic
alliance to provide best practices in knowledge-based customer support. As part of the
Primus Consulting Alliance Partner (CAP) program, Zamba will offer a wide range of
consulting services to Primus customers, including technology implementation, business
process redesign and best practices programs to fully optimize their investment in Primus'
SolutionSeries Software. The alliance supports Primus' strategic goal of providing
customers with the resources to transform enterprisewide corporate intelligence into
up-to-the minute customer support solutions using Primus problem resolution technology.
Primus SolutionSeries software enables companies to capture, manage and share knowledge
worldwide in order to solve customer problems more effectively. In addition, Primus has
announced a strategic integration with Vantive, offering joint customers complete
integration between Primus SolutionSeries software and Vantive Enterprise software.
Vantive Enterprise is a complete suite of Web-enabled software products that integrate
sales, marketing, call center, help desk, field service, inventory, procurement and
quality assurance operations. Both application suites enable support professionals to
increase productivity by streamlining the process of managing customer interactions and
capturing solution knowledge for subsequent reuse.
ICT Group Announces Alliance With NEXTLINK
ICT Group, Inc. has established an alliance with NEXTLINK Interactive in which the two
companies will offer each other's call processing products and services bundled as a
single-source call processing solution for existing and prospective customers and develop
joint products and services. NEXTLINK provides interactive communications services that
use interactive voice response, voice recognition, Internet and related technology.
TMSI And Communication Resources Sign VAR Agreement
TMSI, Inc. has signed a value-added reseller agreement with Communications Resources, Inc.
CRI offers the full line of Nortel Meridian and Norstar telephone products, plus call
processing, interactive voice response (IVR), fax processing, videoconferencing, data
integration and call center systems. Under the terms of the VAR agreement, CRI will offer
its Nortel Meridian customers advanced computer-telephony solutions based on TMSI's
InterLYNX CTI middleware products. InterLYNX CTI is a Windows NT-based software solution
that provides a bridge between legacy computer and telephony platforms, enabling such
applications as screen pops, IVR integration, PC-based telephony, workforce management
integration, Web site callback and outbound/preview progressive dialing.
POINT And Balisoft Forge Co-Marketing Agreement
POINT Information Systems and Balisoft Technologies have recently announced a co-marketing
partnership. Under the terms of the agreement, the companies will integrate Balisoft's
LiveContact online customer interaction software with POINT's TeamPOINT enterprise
relationship management (ERM) solution to provide a Web-enabled call center. Companies
deploying TeamPOINT/LiveContact implementations can differentiate themselves from
competitors by creating comprehensive customer interaction centers that optimize all
existing channels into and out of the organization. Information gathered through personal
contact with online customers can now be integrated into the TeamPOINT environment and
shared with other customer-facing individuals and processes for additional sales,
marketing and customer care opportunities.
ATIO Signs Partnership Agreement With Norstan
ATIO Corp. and Norstan, Inc. have announced a partnership agreement to keep pace with the
demand for CyberCall, an all-media customer interaction solution from ATIO. Under the
terms of the agreement, Norstan will be reselling CyberCall. CyberCall enables companies
to offer both the traditional telephone access as well as e-mail, fax and interaction via
the Web (callback, text chat, voice over IP and application collaboration) to customers.
Sykes Teams With AT&T Labs
Sykes Enterprises, Inc., a provider of integrated business services to the information
technology industry, and AT&T Labs have jointly announced the trial of a new call
center technology called Wide-Area Internet Sales Link (WISL) service. Sykes will be able
to create a virtual call center that enables technicians and supervisors to perform the
routine office functions from a remote location using WISL service. AT&T's network
automatically routes calls between the call center and a remote worker's location, while
an Internet link forwards customer data and performs call controls such as transfers,
screen pops and conferences. WISL service uses a Java application running on an Internet
browser that emulates the features of a call center phone. The trial architecture does not
use voice over IP technology for remote access. Instead, it uses two standard telephone
lines: one connects to a voice response platform in the AT&T network and the other
line connects to the Internet. No special software is required. Security is built into the
WISL service by AT&T Labs. Eventually, WISL service will provide voice and data
connectivity between telephone and IP networks.
SIT Partners With NetSales
Strategic Information Technology International, Inc. has announced a partnership with
NetSales Inc., a provider of electronic commerce solutions, for the online sales of its
information management software and Web browser add-ons. SIT's products, which include CD
Wings, Web Remote Control and Netonizer, are available for download from SIT's Web site.
NetSales designed and manages the complete online sales operation, including secure
transaction processing, payments, fulfillment management and customer support. NetSales
will also distribute SIT's products through its channel of high-traffic Internet stores.
Partnering with NetSales allows SIT to expand sales to the Internet.
EMS Announces Reseller Alliance With Unisys
Unisys Corporation and Enterprise Messaging Services, Inc. (EMS) have announced a reseller
alliance. As a member of the Unisys NL Elite Software Reseller Program, EMS will use its
SpeechAccess product and Unisys Natural Language (NL) technology to rapidly and easily
build interactive voice response applications, then offer those NL-enabled applications to
customers. Using Unisys NL Speech Assistant, EMS will provide customers with capabilities
as spoken language applications continue to become more widespread.
Acxiom And ICOM Form Alliance
Acxiom Corporation and ICOM Information and Communications, Inc. have announced an
alliance that allows cooperation of both companies' capabilities. The partnership has
three facets: ICOM as a data supplier, ICOM as a customer of Acxiom's hygiene and
integration services and ICOM as a reseller of Acxiom data products. As a data supplier to
InfoBase Enhancement, ICOM will bring to Acxiom a large behavioral database with data for
including packaged goods, pharmaceuticals, publishing, catalog sales, automotive,
telecommunications and financial services. Acxiom will provide ICOM with its data hygiene
and integration services and ICOM will be a reseller of Acxiom data products.
Janna Signs Distribution Agreement With Nelson Information
Janna Systems, Inc. has announced a distribution agreement with Nelson Information, a
Thomson Financial company. Nelson Information has agreed to redevelop their Institutional
MarketPlace software based on Janna Contact Enterprise and release the new software to all
of their 2,800 financial services clients in more than 600 locations across North America.
This integration provides Nelson's financial clients a competitive edge by combining
Janna's comprehensive, easy-to-use customer relationship management solution with Nelson's
financial industry databases.
Vantive Teams With IBM
The Vantive Corporation has entered into a relationship with IBM to co-develop and
co-market Vantive's Enterprise, a suite of fully-integrated front-office solutions, for
IBM's DB2 Universal Database. Vantive Enterprise and DB2 Universal Database will enable
companies to quickly and easily deploy and manage powerful enterprisewide customer
relationship management systems. The demonstrated strengths of Vantive's multitier
architecture combined with DB2 Universal Database will enable companies to take advantage
of performance, reliability and scalability, particularly for large-scale implementations
with stringent response time and availability requirements, such as in the
telecommunications and financial services markets. Vantive will offer support for DB2
Universal Database on the AIX and Windows NT platforms with support for access to DB2
Universal Database for OS/390 to follow. |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
