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April 1999


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Lynk Offers Click & Talk Functionality For E-Commerce
Lynk Ltd., a subsidiary of Better On-line Solutions, has introduced TeleLynk software, enabling shoppers to "click and talk" to merchants at no charge. This IP telephony software is designed for online storefronts that want to offer their customers and merchants convenient and personal voice communication over the Internet. TeleLynk is a suite of IP telephony solutions for the corporate market and includes a range of gateways and client products. TeleLynk is designed to dramatically lower the cost of telephone calls and telephony equipment by routing calls over corporate Intranets or the Internet. In addition, companies can add voice capabilities to their Web site by installing a single TeleLynk Gateway and the TeleLynk software.
No. 405, www.ccsmag.com/freeinfo

GeoTel ICR Version 4 Available
GeoTel Communications Corporation has announced version 4 of its Intelligent CallRouter (ICR), Network Intelligent CallRouter (Network ICR) and Site ICR software. Version 4 includes new products that deliver network-to-desktop CTI by extending the resources available for customer interaction and simplifying the deployment of desktop applications as follows: Enterprise Agent enables a company to include non-ACD, branch office and home agents in its enterprisewide call distribution, CTI and call center management strategies. CTI Desktop provides a toolkit, softphone and other features that enable software developers and call center managers to easily integrate desktop applications into the ICR environment without the need for complex programming. Java Client brings GeoTel's robust CTI functionality to any desktop environment supporting Java. IVR Queue can direct calls to an IVR queue until an appropriate answering resource becomes available. Finally, Agent Reporting expands the ICR's enterprisewide reporting capabilities to include the collection of real-time and historical agent data.
No. 406, www.ccsmag.com/freeinfo

GN Netcom Introduces GN Express-PC
GN Netcom, Inc. has announced the GN Express-PC headset, designed for PC communications users. The GN Express-PC headset offers high-quality sound to maximize performance with continuous dictation speech recognition, computer telephony and video conferencing applications. These applications require superior sound quality to achieve optimum accuracy and are an important factor in the rapidly expanding adoption of headsets by computer users. The GN Express-PC is a full-featured headset that receives sound through a high-performance speaker and has two interchangeable wearing styles for customized comfort.
No. 407, www.ccsmag.com/freeinfo

Teknekron Infoswitch Announces AutoQuality 3.1
Teknekron Infoswitch Corporation has announced that the new version of AutoQuality will support multiple recording functions. AutoQuality 3.1 allows call centers to monitor for quality assurance, log all calls and record on demand using one system. Other features include an open application programming interface, robust CTI functionality, a live monitoring option for both voice and screen activities, as well as three different choices of screen capture methods.
No. 408, www.ccsmag.com/freeinfo

BankGreeter From Premiere Voice & Data Messaging On The Market
Premiere Voice & Data Messaging, a division of Premiere Technologies, has introduced BankGreeter, an automated customer service solution specifically designed for the retail banking industry. BankGreeter is a customizable, 24-hour voice messaging system that enables retail banks to provide more effective customer service. Banks can reduce the volume of nonrevenue-generating calls, freeing time to spend on revenue-generating calls or "live" in-branch customers. Customers dialing in hear a simple touch-tone menu that offers the option to access checking account information, find the branch's address or business hours or be transferred to a customer service representative at the bank's main call center. Callers who require specific assistance can be rapidly connected to their local branch representative at the touch of a button.
No. 409, www.ccsmag.com/freeinfo

New Work-At-Home Agent Functionality From Intecom
Intecom, a provider of call center/PBX solutions, has introduced its new screen-based soft-phone application, PhoneWise, for work-at-home call center agents and supervisors. With the capability to reside on a desktop at home or the office, the PhoneWise application, in conjunction with Intecom's call center solution, CallWise, enables agents to receive calls on any telephone, regardless of location. Intecom's automated desktop application merges PC and telephony functions onto a single platform to provide users with full functionality wherever a connection exists.
No. 410, www.ccsmag.com/freeinfo

NEC Introduces New Customer Care Program
NEC America, Inc. Corporate Networks Group has introduced a new strategy for designing and deploying next-generation customer contact centers. This new program is designed to provide innovative solutions to help transition telephone-based call centers into dynamic customer contact centers that respond to the changing demands of the emerging digital customer. The new program includes a suite of new products bundled together to support call center applications on the NEAX1000 IVS/VSP, the NEAX2000 IVS and the NEAX2400 IMX PBX platforms. These bundled applications, offered on two CallCenterWorX platforms, business and enterprise, can be packaged to meet specific requirements. They can also be purchased as turnkey systems or purchased individually for integration with other solutions.
No. 411, www.ccsmag.com/freeinfo

The Wanderer Wireless Handset New From Vodavi
Vodavi has introduced The Wanderer, a 900-MHz wireless handset that provides a new mobility solution for users of Vodavi's STARPLUS Triad and infinite digital key telephone systems. The Wanderer plugs into the back of a digital telephone, sharing the same extension and station port as the desktop telephone. There is no additional wiring or optional equipment required to use it. When a user goes off-hook with The Wanderer, the display of the wired desk telephone indicates so. Because it was engineered as an integrated solution to the telephone system, users also have access to the most widely used phone system features and capabilities, such as intercom calling, hold, transfer, conference, speed dial and more.
No. 412, www.ccsmag.com/freeinfo

Witness Announces Strategy For Business-Driven Recording
Witness Systems, Inc. has introduced a new strategy for the recording of customer interactions based on user-defined business drivers. Termed "Business-Driven Recording," the initiative will allow companies to record only essential customer interactions. Implementing Business-Driven Recording (BDR) allows an organization's contact center, as well as other areas of the business, to examine current conditions for identifying trends and refining tactics. BDR provides notification (via e-mail or pager) when predefined business conditions occur, such as when metrics are out of tolerance or when certain thresholds are reached.
No. 413, www.ccsmag.com/freeinfo

Periphonics Offers CallSPONSOR Mixer For "Blending"
Periphonics Corporation has introduced Call SPONSOR Mixer, an enhancement to its CallSPONSOR suite of tools. CallSPONSOR Mixer enhances CallSPONSOR with the ability to blend inbound and outbound calling service environments throughout the enterprise call center, while providing integrated reporting and the ability to execute outbound call campaigns through preview dialing. Thresholds for outbound calls are set by such criteria as the rate of inbound calls, inbound queue wait time and the availability of logged-in agents who possess outbound skills. Once a threshold is reached, the predefined outbound calling list is executed. Outbound calls can be launched through the customer's ACD or through the customer's Periphonics IVR. Outbound calls appear automatically as screen pops on the agent's desktop.
No. 414, www.ccsmag.com/freeinfo

New Call Center Applicant Selection System From HR Decisions
HR Decisions, Ltd. brings to market the Call Center Applicant Selection System (CCASS), a personnel selection system specifically designed to assess applicants for call center work. This system combines the results from six separate tests into optimal predictive scales that can be used -- in conjunction with other relevant hiring information -- to make selection decisions regarding call center applicants. CCASS provides predictive scores indexing applicants' potential for success in two major components of call center work: telemarketing and telephone service. CCASS also provides an overall call center potential score based on a combination of these two functions.
No. 415, www.ccsmag.com/freeinfo

Davox Announces Ensemble For Call Integration
Davox Corporation has announced an integrated call center solution called Ensemble. Ensemble is the result of the 1998 merger of Davox's Unison solution for outbound call management and AnswerSoft's Concerto suite for inbound call routing and handling. The new product is expected to be available for beta in the second quarter of 1999. The Ensemble platform integrates the telephony and data capabilities of the Unison and Concerto product lines through an integrated, modular design that enables customers to configure a solution that reflects their business requirements. Ensemble incorporates inbound and outbound call management, call blending capabilities, consolidated reporting and automation tools that support the full range of call management applications required by today's call centers.
No. 416, www.ccsmag.com/freeinfo

Systems Modeling's Call$im 3.5 Improves Call Center Decisions
Systems Modeling Corporation has announced version 3.5 of Call$im, a simulation-based solution used to construct computer models of existing or proposed call centers and test various scenarios on those models to predict future performance. As a result, analysts and call center managers are able to make more confident decisions on issues and problems common to today's call center. Animation brings the models to life, identifying bottlenecks, validating the effectiveness of call scripts and communicating the impact of change to others.
No. 417, www.ccsmag.com/freeinfo

Knowlix Ships iKnowWeb And iKnowAuthor Software
Knowlix Corporation has announced it has begun shipping iKnowWeb version 4 and iKnowAuthor version 4 software. These products make it easier for IT help desks to manage volumes of rapidly changing support knowledge. Help desk managers seeking to reduce calls can use iKnowWeb software to give company employees access to a knowledge base of troubleshooting and support information over the Internet through a standard browser. The product also works well for remote teams that must access support content. The software is designed with an intuitive interface to enable users to access important information on their own and resolve technical issues without involving help desk personnel.
No. 418, www.ccsmag.com/freeinfo

Molloy Group Introduces Release 1.3 Of Internet Knowledge Kiosk
Molloy Group, Inc. has launched release 1.3 of Internet Knowledge Kiosk, an application designed to improve customer satisfaction and corporate productivity by enabling customers to tap the knowledge resources of the product support staff to get information and resolve their own problems via the Internet or Intranet. The new browser-based product has been introduced in tandem with the launch of release 1.3 of Molloy Group's Knowledge Bridge, a client/server knowledge management application for customer support and sales operations. The product suite helps companies enhance customer support and increase their competitiveness through knowledge management, harvesting valuable expertise from every interaction with the customer: at the call center and potentially from every customer contact across the enterprise.
No. 419, www.ccsmag.com/freeinfo

Primus Enhances SolutionSeries Software For Web Customer Support
SolutionSeries software, Primus' family of Web-based problem-resolution and knowledge-management applications for customer support organizations, has been enhanced and released in a new version. The upgrade includes enhanced Internet and knowledge-management features for companies integrating worldwide customer service and support functions into their electronic commerce strategy. The SolutionSeries suite was the first to incorporate Web technologies for both customer self-service and knowledge sharing between remote support professionals, business partners and others in the extended support community.
No. 420, www.ccsmag.com/freeinfo

Perimeter Introduces Net-VU Internet ACD
Perimeter Technology has introduced an open software solution, Net-VU Internet ACD, that merges an organization's call center and Web site, creating a "virtual storefront" staffed with call center agents. Protecting the solitary Web browsing experience, Net-VU provides the means for Web customers to generate inquiries at the time they choose, connecting them to call center agents via one or more communication media, including e-mail reply, online text chat, telephone callback and voice over Internet prtocol (VoIP).
No. 421, www.ccsmag.com/freeinfo

Compaq Offers Human-Enabled E-Commerce Customer Service Solution
Compaq has announced the delivery of a Web-based solution designed to bring the personalized, human touch associated with "brick-and-mortar" customer service to the Internet. Called Compaq NetACD, the software solution enables online businesses to provide a live, full-motion video and voice link between the service agent and the customer. Compaq also offers NetACD Enterprise software that allows the service agent to take control of a visitor's browser and walk the customer through the Web site, explaining where critical information can be found. The NetACD Enterprise product suite is available immediately and includes solutions like NetACD Agent Software, Configuration Manager, Queue, Call Manager and Management Reports. The Compaq NetACD solution incorporates ActiveTouch, Inc.'s WebEx server technology, a Windows NT-based customer care solution. WebEx allows companies to deliver Web-based teleconferencing and data collaboration capabilities such as real-time document exchange and remote system control through a standard Web browser. For a demo or to download NetACD Lite at no charge, visit Compaq's Web site at: http://www.netacd.com.
No. 422, www.ccsmag.com/freeinfo

Mosaix Unveils Two New Products To Enhance Agent Performance
Mosaix, Inc. has announced the general availability of Talent interactive training software for the call center environment. Talent allows call center managers to create unique customer service, telemarketing and support scenarios with all the dynamics of live customer calls and without the risks of working with live customers. Call center managers can create "virtual customers" to generate a realistic dialog with agents to allow them to practice dealing with sensitive situations before having to face a real caller. Additionally, Mosaix has unveiled Chronicle, a new agent-effectiveness application that monitors and records interactions between call center agents and customers. Call center managers can use this information to evaluate and optimize agent performance and improve campaign results. Chronicle automates the collection of agent/customer interactions, including both voice and agent desktop recording, according to a schedule set at the supervisor level. Chronicle's computer-telephony integration (CTI) capabilities give supervisors the flexibility to record interactions based on both inbound and outbound calls, as well as internal and external calls. Supervisors can then annotate call records and forward them to agents for playback from any telephone.
No. 423, www.ccsmag.com/freeinfo

Genesys Announces Availability Of New Voice Treatment Option
Genesys Telecommunications Laboratories, Inc., a provider of customer interaction and computer-telephony solutions, has announced the general availability of its new Voice Treatment Option. A natural complement to Genesys' Interaction Router, the Voice Treatment Option adds integrated, software-based voice processing capabilities to version 5.1 of the Genesys suite for more intelligent and effective call routing and management. The Voice Treatment Option provides two key voice processing capabilities. The first, prerouting information collection, enables a company to gather information about callers and forward this to Interaction Router, where it can be used to make more effective routing decisions. The second capability, queuing call treatment, allows a company to apply a variety of voice treatments to calls being held in queue.
No. 424, www.ccsmag.com/freeinfo

@Work Technologies Spun Off From National Laboratory
Technology developed at the Department of Energy's Idaho National Engineering and Environmental Laboratory (INEEL) enables call centers to quickly and inexpensively set up customer service employees at any location, such as their homes, instead of at central facilities. The new software technology, which simultaneously transmits the voice portion of a call center transaction over a standard telephone line and the data portion over the Internet, is being commercialized by @Work Technologies, a recent spin-off from the INEEL.
No. 425, www.ccsmag.com/freeinfo

INOVA Offers LightLink 2.3 Web Data Capture/Distribution Solution
INOVA Corporation has announced LightLink 2.3, a Web solution for capturing enterprise real-time data and making it available to individuals and collaborative teams across the Internet/Intranet. Today, a large quantity of real-time, business-critical data resides not only in corporate databases but in computer-telephony integration systems, network management systems, help desk support systems, workforce management systems and proprietary corporate applications. These data, which are updated every second, are often at the core of an organization's key decision-making processes. LightLink 2.3 is the quickest way to capture and distribute these data in a Web browser for immediate viewing and action.
No. 426, www.ccsmag.com/freeinfo

MATRAnet Introduces M>WebTouch 1.5 For Online One-On-One
MATRAnet, Inc has announced its newest product, M>WebTouch 1.5, a Web-based call center solution. M>WebTouch provides the essential online "human touch" needed to enable real-time, Web-based interaction between online retailers and their customers. Communication options ranging from e-mail, electronic chat and voice or video-over-the-Web allow retailers to simply and efficiently communicate with every Web customer. Using a standard Web browser, customers can access online customer service agents through the M>WebTouch interface by simply submitting an online request form.
No. 427, www.ccsmag.com/freeinfo

ADNT Announces PlainSoft SSM Client/Server Application
ADNT (Assistance Developpement Nouvelles Technologies) has announced PlainSoft SSM (support service management), a 100 percent Java client/server application for call centers. The new system aims to provide call centers, hotline centers and support service providers with a range of simple and effective low-cost management tools. Compatible with heterogeneous systems environments, the package is designed to allow users and developers to add on their own services, if necessary. Users interact with PlainSoft SSM via an easy-to-use interface (based on windows, menus, icons and tabs) to create and store records and files. Multi-criteria search facilities allow for updating or altering data.
No. 428, www.ccsmag.com/freeinfo

Hello Direct Unveils Newest Telephone Headset
Hello Direct, Inc. has launched the Solo II. This new, over-the-ear style headset features an ergonomically contoured flexible backbone the user can customize for a comfortable fit. A valuable benefit of the over-the-ear style is the elimination of headbands or pads, which users often find uncomfortable.
No. 429, www.ccsmag.com/freeinfo

N-Soft's Etrog Debuts In U.S. Market
N-Soft, a supplier of computer-telephony development solutions in Europe, has announced that its Etrog CTI software development platform is now available in the U.S. Etrog is an advanced CTI software component solution that simplifies the development of real-world CTI solutions by software developers, switch manufacturers and CTI solution providers. With Etrog, developers now have access to a standard platform for development and integration, one that effectively frees them from the time-consuming and costly need to support multiple CT interfaces for different products and PBXs. Etrog facilitates the development and integration of call center features such as call routing, skills-based routing, intelligent call/data blending, agent desktop management and call center statistics.
No. 430, www.ccsmag.com/freeinfo

Digisoft's Telescript 5.0 Improves Functionality
Digisoft Computers, Inc. has announced the release of Telescript 5.0, which includes enhancements such as graphical window scripting, an open database structure and complete Y2K compliance. Telescript 5.0 includes a new open database design and fully integrates with standard ODBC-compliant corporate databases. It will automatically build its internal tables within the main corporate database and link any Telescript table to tables in the main database, opening Telescript to larger markets supporting SQL Server, Oracle and other ODBC-compliant databases. Scripting takes full advantage of 32-bit and OLE client/server technology. With a direct link to Microsoft Word, "form letters" can be created using any internal or database field. Scripts can also include radio buttons, list boxes, logos, spreadsheets and even video images.
No. 431, www.ccsmag.com/freeinfo

Harris Enters The Under 100 Port PBX Market
Harris Corporation is announcing its latest member of the Harris 20-20 IntelliCom PBX product family, the IntelliCom 500. The IntelliCom 500 provides a wide range of features for placing, answering and controlling call traffic. Advanced features available with the 500 system, beyond the basic voice mail and conferencing, include automatic call distribution, least cost routing, call detail recording, alarm reporting, online and remote diagnostics and asynchronous/synchronous data communication.
No. 432, www.ccsmag.com/freeinfo

New IEC Report Predicts Evolution Of The Telecom Industry
The newly published Telecom Outlook Report: 1999-2010 offers an authoritative overview of critical business and technology trends affecting the global telecom industry through 2010. Developed jointly by the International Engineering Consortium and the University of Southern California (USC) Center for Telecommunications Management, the report is based on multi-layered surveys of more than 250 experts from all sectors of the industry, including corporate, academic, consulting and government. The Telecom Outlook Report: 1999-2010 examines key strategic and policy issues, industry dynamics, developments in global communications and national policy and regulation. It also addresses new services, wireless markets, Internet access, IP telephony and new technology applications.
No. 433, www.ccsmag.com/freeinfo

Two Major Announcements From Lucent
Lucent Technologies has announced a new ATM-based solution that enables a business to combine multiple call centers into one system. Called a "flat" network solution, because the ATM network allows the most direct path for a call, latency is significantly reduced and a single call center platform is created. Lucent's CentreVu Advocate (which selects and routes incoming calls using predictive algorithms), an intended part of the ATM-based platform, will be able to handle calls among separate locations as if they were one site. Lucent's CentreVu Call Management System 9 (which provides call center operation perfor-mance measurement tools), another part of the total solution, will enable the central management of all agents connected via the ATM backbone with graphical tools. The solution also includes Lucent's PacketStar Access Concentrators, which are designed to serve the emerging ATM wide area access market. The PacketStar solutions will enable voice, data and video traffic at each call center location to be supported over the ATM back-bone network. Lucent has also announced CentreVu Visual Analyst, which enables managers to look at their call center performance data while simultaneously viewing data from other parts of their business. Complex networked databases can be viewed, helping users uncover business trends, patterns and problems that can often be buried in large amounts of data. Reports can be represented on one screen with multiple views or graphs and CentreVu Visual Analyst can present updated information in seconds, giving managers timely, comprehensive views of their business.
No. 434, www.ccsmag.com/freeinfo

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Broadbase Information Systems, Inc. has announced that former PeopleSoft executive Brian Kelly has joined Broadbase as vice president of applications. Kelly's duties will include expansion of the company's suite of analytic applications for sales, marketing and customer service.

John A. Edwardson has been elected to Focal Communications Corporation's board of directors. Edwardson is the former president and CEO of United Airlines Corporation. His addition to Focal's board will allow the company to expand its business nationwide.

Joseph V. Russo, senior vice president and general manager of AAC Corporation's Call Center Systems Group, has been named to AAC's board of directors and as chief operating officer. Russo's promotion follows several successful endeavors within AAC, most recently his development of the Call Center Systems subsidiary.

CynterCorp has announced the appointment of Michael J. Townsend to global vice president of human resources. Townsend's responsibilities will include management and oversight of recruitment for all CynterCorp companies, compensation and benefits, employee training and development and employee retention.

The Vantive Corporation has appointed Guy Dubois to executive vice president and general manager of international. Dubois will direct the effort to help cultivate Vantive's international growth and pursue opportunities in the front-office software market.

Roy Ross Communications, Inc., a subsidiary of BBDO Worldwide, has named its president, Tim Copacia, to chief executive officer of the company.

Primus has announced that Skip Walter has been appointed vice president of product development and technology. In addition, Primus has also announced the appointment of Michael Brochu as chairman of the board.

Diginet Americas, Inc. has appointed David R. Schmieg to the position of chief executive officer. Schmieg brings to Diginet 28 years of experience in executive positions with WinStar, Sprint, AT&T and Southwestern Bell.

Witness Systems, Inc. has announced the appointment of Dave Gould as chief executive officer. Gould's experience in launching businesses within emerging markets will enhance the company's position as a developer and supplier of customer interaction recording solutions for contact centers.

Crystal Group has announced two new appointments: Craig Jensen as chief executive officer and Curtis Nelson as president. Jensen had previously served as president of the company since its founding in 1991 and Nelson had been Crystal's executive vice president since 1995.

David LaGreca has been named senior vice president of information technology for Harte-Hanks Response Management. He was previously vice president of information systems at the Harte-Hanks Response Management facility in Boston, Massachusetts.

Marketing Systems Group has appointed Stephanie H. Spade president of the MSG Direct division, which provides information resources and products for customer and prospect contact programs.

SPS Payment Systems, a subsidiary of Associates First Capital Corporation, has announced the promotion of Ron Imbordino to vice president, teleservices business development. He will be responsible for sales and new business development as well as existing national accounts.

Long Distance International Inc. has announced the appointment of James Rose as executive vice president of worldwide operations. His appointment follows that of David Hess as chief executive officer of LDI in January 1999.

NetSpeak Corporation has announced that James C. Kwock has joined the company as vice president of marketing. Previously general manager of Global IP Telephony Services at AT&T, Kwock will direct the product marketing and communications strategy for NetSpeak.

Convergys Corporation has appointed Claudia Schaefer to vice president, legal. In her new role, Schaefer will head the team that handles legal affairs on behalf of more than 25,000 Convergys Customer Management Group employees throughout the U.S., Canada and Europe. In addition, Convergys has announced the appointment of Gary C. Butler to its board of directors. Butler is president and chief operating officer of Automatic Data Processing, Inc.

DRG Telemarketing Inc. has named Alyssa Pozner vice president of operations. Pozner was formerly DRG's director of telemarketing services.

Telect, Inc. has recently announced the appointment of two new vice presidents: William McMillan was promoted to vice president, engineering and technology, and Susan Meyer was named vice president, human resources and corporate relations. McMillan was formerly Telect's director of engineering and technology and Meyer was formerly of PG&E Gas Transmission Northwest and Spokane's Momentum Group.

Timothy Moonan and Thomas Moonan have assumed the positions of co-chairmen of The Hibbert Group. The two previously served as co-presidents of the company. They succeed Joan Moonan, who is now chairman emeritus.

Davox Corporation has named Jeffrey E. Anderholm to the position of vice president of marketing. In his new position, Anderholm will have overall responsibility for product marketing, product management and marketing communications worldwide.

Daniel E. Moore has joined PriceInteractive, Inc. as executive vice president for new business development and chief financial officer. Prior to joining PriceInteractive, Moore was CEO of SSE Telecom, and he remains chairman of the SSE Telecom board.

Pyderion Contact Technologies, Inc. has named Frank Lipari to the board of directors. Lipari currently serves as senior vice president of corporate services at Williams Communications Solutions.

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Acuity To Sell ichat Product Line To KOZ.com
Acuity Corporation, a provider of customer interaction software, has announced it has signed a letter of intent to sell the ichat product line to KOZ.com, which helps local media affiliates extend their real-world communities onto the Internet. This announcement completes Acuity's exit from the Web-based social and community software business and provides a comprehensive transition plan for existing ichat customers. With this sale, Acuity reaffirms its sole focus on providing Internet-based customer service and support applications.

EDS Acquires Advanced Computing
EDS has announced the acquisition of Advanced Computing, a provider of warranty management, registration/entitlement, repair management and fulfillment services for the personal computer industry. Advanced Computing will continue to operate within EDS under its existing name. The addition of Advanced Computing's services to EDS's suite of enterprise customer management (ECM) offerings will create an integrated solution for personal computer manufacturers to maximize interaction with their customers. The integration of the two companies will enable streamlining of all stages of the customer relationship, including sales, support, service and direct marketing.

M&I Data To Purchase Electronic Banking Services From ADP
M&I Data Services, a player in the financial services software market, has expanded its e-commerce solution offering with its agreement to purchase the Electronic Banking Services division of Automatic Data Processing (ADP). This agreement joins the recent acquisition of Moneyline Express, a bill payment and presentment solution from Travelers Express. M&I Data has agreed to acquire the Business Express, FORTE/FORTExpress and CashExpress software products and outsourcing solutions of the ADP business unit. These products are designed to provide business clients with access to their banking information and transactions through a spectrum of delivery methods, including an Internet Web browser, a direct PC connection or telephone.

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HP Selects SpeechWorks To Develop Application For Tech Support
SpeechWorks International, Inc. has announced that it has been chosen by the Hewlett-Packard Company to develop a speech-activated customer service application for answering technical support questions. With the system being developed by HP, customers will be able to use conversational speech commands to check Y2K compliance on a variety of HP desktop products, such as printers, scanners and PCs. After placing a call to the HP Customer Care call center and connecting to Y2K service, callers can state the model number of their products as if they were speaking to a live operator. The system searches through its database of more than 10,000 products and informs callers whether a particular item is compliant.

Onyx And Trilogy Announce Joint Health Care Customer
Onyx Software and Trilogy Software, Inc. have announced that Sierra Health Services, Inc., a Nevada-based managed care organization, is the first health care customer to purchase Onyx and Trilogy's joint enterprise relationship management (ERM) and pricing solution. The reseller partnership between Onyx and Trilogy, announced in October 1998, delivers customers a robust and complete front-office solution. Sierra Health's new integrated sales and insurance underwriting system is comprised of a suite of Trilogy's Selling Chain modules, including SC Pricer, SC Report, SC Rating and SC Replicator, along with Onyx's Customer Center. By combining sophisticated pricing and ERM systems, Sierra Health Services is focusing on corporate growth by offering its customers service in conjunction with customer-specific pricing.

WebCallBack Announces Over 65 Clients Signed
WebCallBack, a division of GlobalPhone, has announced that it has signed more than 65 clients who are currently using the WebCallBack online customer service model, allowing their customers to speak directly to an e-commerce customer service department on the telephone with a single click of their mouse. If a customer on an e-commerce site has a question, he or she can click on the telephone icon and within seconds be conferenced together with a representative. WebCallBack uses the technology of GlobalPhone, which integrates the World Wide Web with traditional telephone switching equipment, allowing the customer and the online store to speak on the telephone for the cost of an 800 number.

Amdocs Announces Implementation Of Ensemble Billing At TELUS Mobility
Amdocs has announced the successful implementation of Amdoc's Unix-based Ensemble customer care and billing solution at TELUS Mobility, a large cellular phone provider in Alberta, Canada. Amdocs' Ensemble platform includes components that can be tailored to specific needs. For example, TELUS Mobility's system is tuned to the unique requirements of the Canadian market (sales taxation rules, special toll rating procedures and postal address information). The solution is expected to provide TELUS with the tools to attract new customers and pursue customer retention through improved customer care and cost-effective scalability to support rapid growth.

Vantive Announces Two New Implementations
The Vantive Corporation has announced that Bridge Information Systems, a provider of financial information services, has implemented The Vantive Enterprise to improve its overall customer service and sales. Vantive's integration partner, Maryville Data Systems, assisted in the design and implementation. The Vantive system allows Bridge to provide better customer service through instant access to critical information, enabling the support agents to accurately resolve customer issues. In addition, Vantive has announced that Sage Networks, Inc., which provides Web hosting services that enable companies to build a successful presence on the Web, has selected Vantive Support and VanWeb as key components in its multifaceted customer care infrastructure. Sage's implementation of the Vantive systems will allow customers the option of receiving service over the phone or via the Web.

Anthem Implements IMA's EDGE Software
IMA has announced that Anthem Blue Cross/Blue Shield of Connecticut has deployed its EDGE software suite for customer service management. Anthem, a mutual insurance company providing healthcare management and insurance products and services, is using EDGE as the front-end system for what will eventually become more than 300 agents handling customer service inquiries relating to member benefits and payments. EDGE provides instant access to all member contact information, historical claims data and detailed plan and coverage documentation retrieved from an integrated mainframe system and delivered to the desktop.

Mustang Software Wins AFFINA Contract
Mustang Software, Inc. has announced that AFFINA has entered into a licensing agreement with Mustang for its Internet Message Center (IMC) e-mail management solution. AFFINA, a provider of intelligent solutions for customer relations, acquisition and management, offers a variety of Internet services to its clients, including its SpeedyMail e-mail response management system. Under the scope of the project, Mustang Services, Mustang's professional services group, implemented Mustang's IMC solution into AFFINA's SpeedyMail outsourced e-mail management offering. IMC's architecture makes it possible for AFFINA to manage multiple client programs on a single server, enabling the SpeedyMail platform to meet the expanding needs of AFFINA clients.

SAFECO Mutual Funds Adds Technology From SiteBridge
SAFECO Mutual Funds has responded to the demand for more human interaction on the Web with its newly launched sales and customer service site, Service Now! Using SiteBridge Corporation's CustomerNow enterprise-class software application that brings sales professionals together with customers over the Web, SAFECO Mutual Funds is launching this new real-time communication service to enable live text interaction between qualified Web site visitors and SAFECO Mutual Funds personnel. From the SAFECO site (www.safecoadvisor.com), an investment advisor can click on a button and meet online with a live customer service rep. The advisor can then send questions or other messages to a SAFECO representative, who is immediately contacted and linked to the advisor, and two-way communication via "text chat" can begin.

Primus SolutionSeries Increases Productivity For 3M
Primus has announced that 3M is using Primus' SolutionBuilder software at its corporate help desk to resolve more than 15,000 IT questions each month. SolutionBuilder is one of three applications in the Primus SolutionSeries family of software that enables organizations to capture, share and manage knowledge worldwide. Two hundred internal support professionals, including help desk employees and mobile service providers, in various 3M locations use SolutionBuilder to access and expand the company's technical support knowledgebase, which currently consists of approximately 2,000 solutions.

netDialog Accelerates AMD Support With Online Customer Management Solution
netDialog has announced that AMD, a supplier of integrated circuits for the personal and networked computer and communications markets, has begun a pilot program using netDialog software to provide responsive technical support services to an increasing customer base. The AMD announcement follows similar cooperations netDialog has forged recently with both Brocade Communications Systems and Intraware, companies that are adopting netDialog to enrich their personalized support offering. With the netDialog software, AMD plans to leverage the Web for self-service support.

Syntellect To Use Eicon's Aviva Web-To-Host Server
Eicon Technology has announced that Syntellect has agreed to use Aviva Web-To-Host Server with its Vista call center software platform. Eicon's Aviva Server will provide Vista with efficient IBM host access for large-scale voice application integration. This will enhance the Vista offering, enabling it to perform data queries to mainframe computers, retrieve desired information and report results via a voice response to the caller.

AVT Provides Unified Messaging Solution For Dallas School District
AVT Corporation, a provider of enterprise computer-telephony solutions, has entered into an agreement to provide the Dallas Independent School District (DISD) with the AVT unified messaging solution CallXpress Enterprise through its strategic partner, Fujitsu Business Communications Systems Inc. The DISD chose the AVT CallXpress system because it delivers a high-capacity, scalable, fault-tolerant unified messaging system designed specifically for large, multisite enterprises. With the CallXpress system, district staff members will have access to all their voice, fax and e-mail messages through their desktop PC or the telephone.

Just For Feet Selects Bluestone Software
Bluestone Software, Inc. has announced that Just For Feet, Inc., a brand-name athletic and outdoor footwear apparel retailer, has selected Bluestone's Sapphire/Web as the application server framework to build its robust and scalable e-commerce Web site. Sapphire/Web will provide the development, integration, management and deployment framework to support Web applications across Just For Feet's open environment, including IBM's AS/400, Sun Microsystems' Solaris and Microsoft's Windows NT. Just For Feet's intent is to achieve a high level of scalability and the capacity to manage increasing levels of traffic on its Web site.

Apropos Provides Multimedia Call Center Solution To Nokia
Apropos Technology has announced the receipt of an order from Nokia for its Apropos version 4 Total Interaction Management solution. The system will integrate with a Nortel Option 81 switch platform and Nokia's existing business applications. The systems will be used to manage incoming customer interactions using skills-based routing and business value to determine the most appropriate resource in the center to handle the transaction. The system also includes automated fax-back and automated voice response to inform callers of dealer locations near them.

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NetSpeak Makes Call Agent Technology Available On The Internet
NetSpeak Corporation has announced it is making its call agent technology available on the open Internet, enabling equipment manufacturers and software developers to test their devices with NetSpeak's intelligent call management technology. This is the first phase in the launch of NetSpeak's new Simple Gateway Control Protocol/Media Gateway Control Protocol (SGCP and MGCP) call agent testing program to accelerate the development and interoperability of voice over Internet protocol (VoIP) equipment. This testing program will allow hardware vendors to speed the development of devices to enable Internet phone calls to be made over cable and wireless networks. The primary purpose of the NetSpeak SGCP/MGCP testing program is to facilitate the deployment of interoperable devices in VoIP-enabled cable, competitive local exchange carrier (CLEC) and wireless systems for local access markets.

Computer Communications Specialists Changes Name
Computer Communications Specialists Inc. has changed its name to CCS TrexCom Inc. to reflect the company's closer affiliation to its parent company, Trex Communications Corp. CCS TrexCom provides systems that help customers access data through a variety of user interfaces from the telephone to the Internet.

"Light And Health" Updated Study Being Published
Since the 1980s, Waldmann Lighting has sponsored a study in Germany called "Light and Health." The 15-year study, which is currently being updated, consisted of surveying 5,000 workers (mostly working at VDT stations) in 100 organizations about their assessment of disturbing factors and problems related to workplace health and well-being. Fifty-seven percent of polled workers cited workplace lighting as one of the most distracting factors in the workplace environment. Further, if only workplaces with little natural light are included, the figure increases to 80 percent. The study concluded that changing the lighting conditions is an effective means to reducing adverse health effects, particularly at VDT workplaces with few windows.

Internet Banking Sites Are Missing The Sales Pitch
In its 1999 analysis of 50 Internet banking sites, Microbanker found that most banks fail to sell their own products. The analysis found that almost all sites lack information about the benefits of using Internet banking. Microbanker analyzed and rated 50 interactive Internet banking sites. It looked at basic banking functionality, bill payment capabilities, special services (such as check ordering and call center integration) and advanced functions such as online loan applications and brokerage. While most financial institutions offer the basics -- balance and transaction reporting and bill payment -- few offer advanced services.

VoiceLog Releases Free Analysis Of New FCC Anti-Slamming Rules
VoiceLog LLC has announced that it has posted a free analysis of the FCC's new anti-slamming rules. The analysis is available at www.voicelog.com. The analysis discusses the rules themselves and strategies that marketers can use to remain effective under the new rules. In addition, VoiceLog provides a side-by-side comparison of the verification methods that are still allowed. A diagram showing how slamming disputes are to be resolved under the new rules will be provided later.

Z-Tel Communications Announces The Creation Of Z-Tel Network Services
Z-Tel Communications, Inc., an enhanced services developer and provider, has announced the creation of its wholly owned subsidiary Z-Tel Network Services, Inc. The new subsidiary will operate as a facilities-based integrated communications provider (ICP) with expansive capabilities to provide basic and enhanced voice and data services to residential and business subscribers nationwide.

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Apropos Selected By Engen Of South Africa
Apropos Technology has announced that Engen, a South African company involved in the production and refinery of crude oil and gas, has selected Apropos' version 4.0 Total Interaction Management software to provide the key technology platform in its new customer service center in Cape Town, South Africa. The Apropos solution will streamline customer communication in the new service center, which will serve as the single point of contact for customer service in South Africa. The contract also includes the integration of the Apropos software into CallCenterQ from Quintus Corporation. Engen will be using Apropos' multimedia routing capabilities to service its customers by telephone and provide a new service using e-mail interaction.

Cable & Wireless Wins Regulatory Approvals Abroad
Cable & Wireless USA has announced that it has won FCC approvals to provide switched and private line service -- both facilities-based and resale -- to China, Hong Kong, Japan and Russia. Although opposed by several U.S. carriers, Cable & Wireless USA's applications were approved by the FCC after the company demonstrated that the chances of anticompetitive behavior were remote and the FCC's dominant carrier safeguards were sufficient to prevent such behavior. Cable & Wireless USA is subject to the FCC's dominant carrier regulations for China, Hong Kong and parts of Russia; however, they will be able to provide the same services as competing U.S. carriers.

Eliance Chosen To Participate In IT Mission To Hong Kong
Eliance Corporation, a provider of back-office e-commerce outsourcing solutions, is one of the ten leading U.S. information technology companies selected by the Hong Kong Trade Development Council to participate in a four-day mission to Hong Kong. The purpose of the mission is to provide business leaders in Hong Kong with the knowledge and tools needed to more fully explore e-commerce opportunities and promote technology transfer and strategic partnerships between Hong Kong and the U.S.

Lightbridge And Schahin Help Global Telcom Address Fraud
Lightbridge, Inc. has announced their work with Schahin, one of the largest Brazilian systems integrators, to provide Global Telecom with Lightbridge's FraudBuster. Global Telecom is a new B-band license operator in Brazil. Privatization, deregulation and a strong demand for cellular phones are fueling growth in Latin America's telecommunications industry. FraudBuster is a fraud-detection and profiling system that not only combats the most pervasive types of subscription and technical fraud, but also aids in detecting new types of fraud. It collects call detail records to create individual subscriber usage profiles. It then updates, references and analyzes the profiles on a call-by-call basis to uncover abnormal activity which may indicate fraud.

Ericsson Datacom Solution Live In Telia GSM Net
Using an Ericsson solution, Swedish operator Telia Mobile became one of the first operators in the world to trial a new datacom platform live in its GSM network. With high speed circuit switched data (HSCSD), operators can now offer consumers rapid delivery of large amounts of data over GSM networks. The technology uses multiple time slots for a single data call to achieve bit rates at up to fourfold current speeds of 9.6 kbps. HSCSD enables datacom services over mobile networks even faster than services over most modems today via wireline networks. HSCSD is especially well suited for time sensitive, real-time services such as transferring large data files, video-based services, including traffic surveillance, e-mail and wireless access to the corporate Intranet or Internet.

Satellite Phone Japan Chooses LHS Billing And Customer Care Solution
LHS Group Inc. has announced that it has entered into a software agreement to license its client/server-based customer care and billing system, BSCS, to Tokyo-based mobile satellite communications consortium Satellite Phone Japan Limited (SPJ). SPJ is the Japanese strategic service partner of ICO Global Communications (ICO). The BSCS implementation will be provided by LHS Hong Kong Ltd., NTT DATA CORPORATION (NTT DATA), a subsidiary of Nippon Telegraph and Telephone Corporation (NTT) and Bussan Systems Integration (BSI), a subsidiary of Mitsui Co., Limited. LHS' billing and customer care solution is designed to operate in the Japanese language and will support customer service, billing and financial management of ICO's Japanese satellite services customers through SPJ.

Primus Opens European Headquarters In The U.K.
Primus has announced the opening of its European headquarters near London in Slough, Berkshire, broadening the company's ability to serve customers throughout Europe, the Middle East and Africa. The Primus SolutionSeries family of problem-resolution and knowledge-management software is specifically designed to help companies harness the power of the Internet to solve problems and exchange information more effectively.

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Nortel Networks Announces Two Strategic Partnerships
Nortel Networks and Clarify Inc. have announced an integration package that enables customer service professionals to more effectively use Nortel Networks' Symposium Agent and Clarify FrontOffice software to provide front-office services. Using a caller's telephone or account number, the Clarify FrontOffice AgentTrigger software automatically searches the Clarify system and displays the customer's historical information on the agent's screen. Customers can modify the application to their specific needs. In addition, Nortel has teamed with Remedy Corporation to produce an integration software package that, when used with Nortel's Symposium Agent, enables Remedy's help desk and call center agents to further reduce support costs and speed resolution of end-user problems. Nortel's AgentTrigger software for Remedy's Action Request System uses a caller's telephone number or account number to automatically search and display the caller's history.

Harte-Hanks And Abacus Form An Alliance
Harte-Hanks Direct Marketing and Abacus Direct Corporation have announced a strategic alliance to join forces and offer shared clients access to one another's complementary core capabilities. This alliance will leverage the extensive sales forces of both companies to introduce the full range of services offered by both partners. By joining forces, Abacus offers Harte-Hanks clients access to its transactional database and its sophisticated analytical modeling tools, while Harte-Hanks can provide Abacus clients with the ability to build and implement high-quality, integrated and cost-effective database and direct marketing programs.

Edify Partners With RightPoint
Edify Corporation has announced that it will resell an enterprise application for real-time one-to-one marketing from RightPoint Corporation. Edify will offer RightPoint's Real-Time Marketing Suite in conjunction with its existing Web- and call-center-based solutions. Edify's open, multichannel solutions are optimized to take advantage of enhanced capabilities like those from RightPoint's Real-Time Marketing Suite. By combining the two companies' solutions, every customer service interaction regardless of touch-point -- Web, call center or IVR -- can be turned into a highly targeted, revenue-generating marketing opportunity.

Mustang Software Releases TCS Integration
Mustang Software has announced the integration of its Internet Message Center (IMC) e-mail management platform with TCS Management Group's (TCS) TeleCenter System. TCS, a subsidiary of Aspect Telecommunications, Inc., is a provider of workforce management software for call centers. Bundled as a component of Internet Message Center's IMC Reports module, the integration of IMC and the TeleCenter System enables call center, customer support and help desk operations to forecast staffing requirements and manage service-level adherence needed to manage inbound customer e-mail. Mustang's IMC provides e-mail management performance information to the TCS system, which then analyzes the data to make staffing and scheduling recommendations.

SITEL Signs Agreement With Insite Innovations
SITEL Corporation has announced the signing of an agreement with Insite Innovations Inc. to offer Internet-based CRM solutions to its clients. The new solution, known as WebServicing, permits SITEL's Web agents to qualify and engage, via electronic one-on-one chat sessions, Web site customers, providing interactive online and real-time customer service and sales. WebServicing alters a customer's Internet interaction by ensuring that the engagements are personalized, responsive and consistent. Once SITEL has completed initial field tests, it intends to make this an integral part of the company's CRM service offering.

Telephony Inc. To Distribute IEX's TOTALVIEW
IEX Corporation has selected Tokyo-based Telephony Inc. to represent IEX's TotalView workforce management in Japan. The terms of the agreement call for Telephony, an information technology consulting company, to distribute and provide end-user support and training for TotalView throughout the country. TotalView, a client/server system featuring user workstations with Microsoft Windows, optimizes the productivity of call centers while simultaneously cutting operating costs. TotalView integrates forecasting, scheduling, daily management, long-term staffing planning, database administration, team or office analysis and activity reporting and analysis.

eSupportNow Announces Strategic Relationship
eSupportNow, a provider of Web-based customer support services, has announced a strategic relationship with KaBloom Ltd. Under the terms of the agreement, KaBloom, an upscale chain of fresh cut flower stores, has introduced a real-time, live, interactive floral store on the Web, serviced by eSupportNow's NetReps (live operators on the Internet). The site, KaBloom.com, allows customers to make their own floral selections online.

Pinacor Selects GN Netcom Headsets
Pinacor, a distributor of technology products and services, and GN Netcom, Inc. have announced an agreement to distribute GN Netcom's headset products and accessories through Pinacor's national reseller network. This agreement gives GN Netcom wider distribution and a new channel to reach VARs (value-added resellers) in the computer-telephony and PC markets. Pinacor will now have a high-quality headset line for the growing telecommunications markets it serves. By adding GN Netcom products to its array of computer-related products, Pinacor will be able to meet the needs of the speech recognition and mobile markets and will have access to state-of-the-art telephony technologies.

Peregrine And ServiceWare Announce Partnership
Peregrine Systems, Inc. and ServiceWare, Inc. have agreed to a new partnership designed to extend and leverage each company's best-of-breed solutions for technical support, knowledge management and infrastructure support. Under the agreement, Peregrine will license ServiceWare's Knowledge-Pak technical support content products both for internal use and resale to ServiceCenter Enterprise Service Desk customers. In addition, ServiceWare will license Peregrine's ServiceCenter and AssetCenter products for improving the efficiency and management of operational infrastructure and to promote the integration of Peregrine Systems and ServiceWare products. Finally, Peregrine will license ServiceWare's Knowledge-Pak Architect and Knowledge-Pak Viewer knowledge-management software to support customers using its ServiceCenter, AssetCenter and SPAN FM applications.

ESupportNow Integrates Acuity WebCenter Express
Acuity, a provider of Web-based customer interaction software, has announced that eSupportNow has licensed Acuity WebCenter Enterprise to provide Internet-centric sales, support and customer service programs to leading e-commerce companies. In addition to integrating WebCenter into their online service offerings, eSupportNow has become an Acuity WebCenter Founding Partner and will work closely with Acuity on joint marketing and product development programs. As part of these initiatives, eSupportNow will establish a WebCenter product lab in the northeastern U.S.

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Convergys To Open New Call Center
Convergys Corporation has announced its intent to open a call center in Clarksville, Tennessee. The company will create nearly 1,000 new jobs and build 500 workstations in its new location. The facility will be a state-of-the-art design operating 24 hours per day, 7 days a week. It is scheduled to open in the second quarter of 1999.

CynterCorp Opens Five New Call Centers
CynterCorp experienced strong growth in 1998 due to the opening of five new offices in Tokyo, Singapore, Paris, Dallas and Phoenix, as well as the expansion of the company's state-of-the-art call center at its Gaithersburg, Maryland headquarters. CynterCorp-affiliated companies provide a variety of technology services to the hospitality, food service and retail industries, including system implementation and training, call center/help desk, global consulting, information resources and Internet services.

Vantive Forms New Unit
The Vantive Corporation has announced the formation of Vantive's Field Service Business Unit. Vantive created this unit to meet the complex enterprise needs of its field service customers. The company provides Vantive FieldService, comprehensive software for end-to-end management of field service and depot repair service operations. The Field Service Business Unit includes dedicated product marketing and research and development resources. It is also staffed with business development managers and sales support specialists who possess comprehensive understanding of field service market needs

Access Direct Announces Location Of New Call Center
Access Direct Telemarketing, Inc. has announced that it will open a new call center in Des Moines, Iowa. The new center will employ 250 to 275 people within 90 days. With the addition of the Des Moines center, Access Direct will employ in excess of 1,000 individuals in its Iowa call centers. Access Direct is also in the final stages of site selection for its next call center, due to open in May of 1999. The company is considering locations in Waterloo, Des Moines and Davenport, Iowa.







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