|Call Center Products For Customer
Service, Remote Workers and Least-Cost-Routing
As we head for the 21 st
century, more and more customer interactions with a
company will be over the Internet. Addressing this shift in the way customers contact
businesses and the accompanying shift to self-help customer service over the Internet,
Primus Communications Corporation has released new versions of its problem resolution
software. SolutionExplorer 2.0 is a Web-based product designed to enable frontline and
remote support professionals to resolve technical problems quickly and cost-effectively.
SolutionPublisher 2.2, also Web-based, is designed to allow customers to access solutions
directly and solve problems themselves.
SolutionBuilder 2.3 is problem resolution software with broad knowledge management
capabilities designed to enable support professionals to capture and immediately
distribute solutions in the workflow.
The new versions of SolutionExplorer and SolutionPublisher include the Hot Issues list,
a feature that allows users to view and immediately access the most frequently requested
solutions. Customers who come to a support site powered by SolutionPublisher are now able
to search multiple sources such as knowledge bases, technical notes and documentation, to
rank and return a single list of solutions for review.
The browser-based interface of SolutionExplorer has been streamlined to enhance
usability and customization.
A new online tutorial and the familiar browser interface and navigational controls
minimize the need for user training.
System administrators can customize the interface to meet corporate standards by adding
or editing text, graphics and functionality via HTML.
The search engine allows users to diagnose customer problems quickly and accurately by
searching multiple solution resources including information contained in popular
SolutionExplorer includes security features to ensure that only authorized users gain
access to this information.
SolutionExplorer also operates with leading call-tracking products.
SolutionPublisher is designed to make it easy for customers to use the Internet to find
resolution to their own problems rather than calling a support analyst. It uses an
interactive, intuitive-approach to lead end users through problem resolution by means of
engaging them in a dynamic dialog similar to a conversation with a support analyst.
SolutionPublisher captures the entire call interaction and, in the event a solution is
not found, passes the problem information along to the support organization through email,
so that the end user can receive a callback from a support analyst.
SolutionBuilder includes a new utility, SolutionX, which allows the importation of
information from a broad range of external sources including existing technical
documents, solutions from third-party content providers such as Support on Site, and
information from other problem resolution systems directly into a SolutionBuilder
knowledge base. Once imported, the data is accessible through the SolutionBuilder search
system. SolutionX also duplicates all or part of the contents of an integrated
SolutionBuilder knowledge base, enabling support organizations to share solutions with
other locations worldwide.
With SolutionBuilder 2.3, data from call-tracking systems external data sources and
problem resolution knowledge bases can now be compiled and interpreted within a complete
reporting system. Using this system, support managers can generate complete reports to
track the correlation of call incidents and Managers can also create customized, reusable
reports to review the quality of new solution data being entered into the SolutionBuilder
For more information, contact Sue Whitcomb at 2062921000, ext. 442 or see www.primus.com.
MCK Products Extend
Telecommunications And Data Beyond The Corporate Office
As corporations volume of offsite employees (more than
20 million telecommuters are expected to be employed by the year 2000) and/or branch
offices proliferates, so too does the need to extend voice networks.
MCK Communications has recognized and addressed this need with the provision of two
product solutions the PBXtender and the Phonelet. The PBXtender is the first in a
series of Network Voice Gateway products from MCK that will enable corporations to link
their voice and data networks together. The Phonelet is an Ethernet phone connector that
extends MCKs remote voice technology to accessibility through corporate data
The PBXtender is a central component of MCKs remote voice solutions .
It is a customer premise equipment between existing communications and data networks
and the corporate PBX.
When a PBXtender at the corporate site is paired with the Phonelet at a remote site,
companies are able to utilize their existing remote-access servers to provide secure,
transparent access to the telephone system, since the Phonelets Interactive Voice
Protocol is sent over an Ethernet network. The PBXtender is also compatible with
MCKs analog and ISDN EXTenders.
When coupled with a MCK remote product and digital phone-set, the PBXtender delivers
transparent PBX functionality to remote users, including the ability to place and receive
calls, use four-digit dialing, speed dial, transfer calls, initiate and participate in
conference calls, access voice mail, use intercoms or interoffice paging and utilize ACD
systems or call accounting software.
The PBXtender is a scalable, multi-line, rack-mounted device that can support from 1 to
24 remote telephones per unit or a combination of voice and data connections. It supports
up to 12 MCK switch cards, which may be mixed and matched between BRI ISDN (two lines per
card), analog modem (one line per card) or Ethernet LAN (two lines per card) to support a
companys range of remote configurations. The PBXtender can route data, which is
multiplexed with voice in some MCK remote products such as the analog EXTender, to the
data network through a RS232 serial connection.
MCKs products support the protocols of the leading PBX manufacturers, through
technology and distribution partnerships, including Lucent, Nortel and NEC.
For more information, contact Joan Lockhart at 6174546114 or see www.mck.com.
Intelligent Call Routing From
Keeping track of the maze of phone pricing schedules is a
difficult and time-consuming problem. To help alleviate this problem and find the lowest
rates, CallManage, Inc. has released CallManager software, which extends the capabilities
of least-cost routing (LCR). CallManager fully supports existing phone systems and does
not require changing carriers. It works with a range of PC-based telephone systems and fax
servers to take advantage of carrier access codes (10XXX).
CallManager transparently directs calls to the best available long-distance carrier
without dial tone delay.
Using the companys patented Intelligent Selection technologies, CallManager
provides a "per call" optimization by monitoring up to 30 parameters, including
time of day, call destination, long-distance carrier specials and current industry rate
analysis. The software is designed to constantly search for the best telephony rate and
automatically updates itself to ensure it secures the most current industry pricing.
CallManager selects the least expensive carrier for each call, based on when and where
the call is going.
Each call is logged and detailed reports are provided so the user can track the
savings. Monthly, users receive one bill encompassing all carriers used. The software will
default to the current long-distance plan if it has more savings.
The software comes in two versions: Windows-based for the SOHO (small office/home
office) market and NT for PCPBXs, fax platforms, NT servers or standard PBXS or key
CallManage, Inc. has established several strategic partnerships with third-party
vendors including Packard Bell, NEC, Artisoft, Altigen, Currus, Hayes Corporation, Mitel
and Xantel Corporation.
For more information, contact Mike Pellegrino at 2033510080, ext. 18 or see www.callmanage.com.