New
Products
NRD Marketing Announces FAX FIND
CCTI Introduces Data Management Console
ProAmerica Presents New Sales Force
Automation Modules
Aurum Unveils Its Redesigned SFA Suite
Ericsson Introduces New Wireless Office
System
SLP InfoWare Expands Customer Profiling
System
New White Pages Database Has 100
MillionPlus Listings
Periphonics Develops Trunking Feature
For IVR System
Corporate Express Launches ACES 4
Davox Releases Custom Reporting
Software
Teknion Presents New Seating Products
SoftLinx Upgrades Its Replix dominoFAX
Call Center Management Tool Released
By Teltronics
Object Telephony Server For Windows NT
Is Launched
ALeSys Showcases Training Approach At
CTI EXPO
Acxiom Enhances Its Merge Purge
Services
HTLT Announces Latest Addition To
Product Line
Proscape Technologies Releases
Salesgod Version 3.1
PegaSURE Enhances Insurance Customer
Service
AIC Introduces Versatile Fax
Communications
Internet
& Help Desk Products
Remedy And Intel To Provide IT
Solution
AliMed Provides Fleece Wrist Rests
Astea Proclaims New Version Of
WebBased Tools
AIM Releases HelpDesk Expert Version
5.0
Verix Presents WebBased Or Mobile
Computer Service
Advantage kbsMarkets
Integrated Service Chain
WebLine Communications Releases
"Teleweb" Platform
Primera Features New Browser Base
Dialogic Implements RealTime Fax Over
IP
Platinum Releases ClienteleNet 3.0
Inference Announces Customer Care
Solution
Web Link Captures Internet Requests
Firms Go Live On The Web
Raosoft Produces Questionnaires For
The Internet
Telescan Adds To EarthNet Line
CTI Products
Script Editor Breaks New Ground In CTI
Nortel Announces New Call Center
Server
Mercom Employs Windows NT In Audiolog
AVT Releases New Version Of Its
CallProcessing System
CCS Introduces CallPro Server
Lucent Launches Intelligent Network
Software Solutions
Mergers & Acquistions
>
TCS, Inc., to acquire
Interglobe Telecommunications, Plc.
IMA acquired Marketing Information
Systems, Inc.
Expansions
Crutchfield Corp.
West TeleServices Corp
Sky Alland Marketing
Wolff/SMG
Ebsco Telemarketing Service
GLS TeleServices
Happenings
Primus Underscores Customer Commitment
Name Change For NCS And London House
Apropos Completes Venture Investments
New Partnership Program For Systems
Integrators
Transcom Celebrates Opening Of New
Headquarters
Teubner Spins Off A Product Division
Teknekron Receives Two Patents
Sears Provides 750 Stores With
Improved Customer Service
FCCI Launches Innovative Ad Campaign
International News
Aspect Invests In Canada
France Telecom Offers The Call Center
Hotel
Quintus Products To Be Distributed By
IBM
P&O To Invest In New Call Center
Cordena Acquires British Call Center
IBM Provides EBusiness In China
Telstra And Cisco Launch Joint
Solution In Australia
Nortel Invests $47 Million In Northern
Ireland
NEC To Design U.K. Telecom Systems
ThreeWay European Joint Venture
Strategic Alliances
APAC To Acquire ITI Marketing Services
BackWeb And Scopus Join Forces
Rockwell Announces Alliance With
Brightware
Molloy Group Partners With Micro House
Spectrum Signs Distribution Agreement
With AAC
Scopus Signs Agreement With Deloitte
& Touche
VCS And InterVoice Deliver SpeechWave
Alternate Access Partners With Optus
Glocalnet Internet Telephony Network
Alliance
Advantage kbsJoins
Clarifys Software Partner Program
ALTechs SpeechWorks Selected
Alliance Agreement Between Deloitte
& Touche And Platinum
Clarify Partners With Architel
CCSI Becomes Licensed VAR
Teltones OfficeLink 2000 Chosen
Remedy Corporation Teams With
ServiceWare
IMA Joins FileNETs ValueNET ISV
Program
Scopus And Exchange To Create
Acquisition Solution
Major Outsourcing Agreement
New Primus Partner Program
CTI Deployment Agreement
Joint Product Development Agreement
People...
New Products...[back to the top]
NRD Marketing Announces FAX FIND
A new faxnumber finding service called FAX FIND is now available
from NRD Marketing.
This proprietary service can find, identify, store and broadcast fax numbers in any
telephone exchange or database in the U.S.
It actually dials every telephone number within an exchange (the first three digits)
and each time it "runs into" a fax tone, the system stores the number in a file.
FAX FIND can provide the information to businesses in either ASCII or DBF format. For more
information, contact Glenn Weissman at 800-221-6293.
CCTI Introduces Data Management Console
CallCenter Technology Inc. has
launched PRISM, a data management console that allows call center personnel to view,
query, manipulate and report consolidated realtime data along with historic data from
multiple data sources. The console outputs data to desktops rather than traditional
wallboards. PRISM also can combine ACD statistics, workforce exceptions, performance
scores and so on to create an accurate view of a call center. For more information,
contact Ralph Alberti at 9142488170
ProAmerica Presents New Sales Force Automation
Modules
ProAmerica has introduced four
new SFA modules Opportunity Management, Customer Satisfaction, List Management and
Marketing Management. These products will help companies manage presales events, such as
marketing campaigns, individual related activities, responses, and leads and sales. Post
sales support and customer relationship management is attained through ProAmericas
SCM Customer Care software. For more information, contact Bruce Benesh at 972-680-6132 or
see www.proam.com
Aurum Unveils Its Redesigned SFA Suite
Aurum Software has released
the next generation of AurumFrontOffice, a set of integrated applications designed to
improve customer focused operations including sales, configuration and call center
interactions. The product was created to work completely within an Internet Explorer
browser based environment, using the latest Microsoft development platforms.
AurumFrontOffice is the first enterprise class
suite to validate Microsoft Windows Distributed interNetwork Architecture. For more
information, contact David McKay at 408-330-2805 or see www.aurum.com.
Ericsson Introduces New Wireless Office System
Ericsson has announced its
premise based DAMPS IS136 wireless office system that offers companies one phone, one
number capabilities anywhere inside or outside the office. The system is scheduled for
release in November. It is a fully digital mobile communications system that provides a
mobile extension of the wired PBX.
For more information, contact Jan Wareby at +46 8
757 0558 or see www.ericsson.com.
SLP InfoWare Expands Customer Profiling System
SLP InfoWare, Inc. has added
an automated churn modeling engine to its Churn/Customer Profiling System (CPS). Churn/CPS
2.3 incorporates automated data driven discrimination as an integral part of it data
mining environment that enables users to model customer data and predict customer churn.
The product is targeted at the telecommunications and financial services industries. For
more information, call 312-407-6580 or see www.slpinfoware.com.
New White Pages Database Has 100 MillionPlus
Listings
American Business Information, Inc. has announced a new White Pages Database with more than 100 million
residential listings. It contains the name, address and telephone number as well as age,
income and home value for each listing. The data has been enhanced with geocodes required
for mapping applications. For more information, contact Scott Dahnke at 402 5934511 or see
www.SalesLeadsUSA.com.
Periphonics Develops Trunking Feature For IVR
System
Periphonics Corporation has
implemented a Release Link Trunking feature on its VPS Interactive Voice Response systems.
The RLT feature allows VPS systems to release IVR ports to specific Nortel switches
immediately after call interactions are complete, thus increasing the productivity of
Periphonics IVR systems.
Otherwise, each call would occupy two IVR links,
occupying a greater number of IVR ports. For more information, contact Karen Ferraro at
516-468-9276 or see www.peri.com.
Corporate Express Launches ACES 4
Corporate Express Call Center Services has released the latest version of its customized software designed for
large call volume telemarketing environments.
The reengineered architecture of ACES 4 builds on
the previous versions by integrating multiple applications into one seamless operation.
Development and modification times have been reduced and scripting and configuration
changes can be made by the end user through simple menu driven options. For more
information, contact Mike Kadish at 800-238-2255.
Davox Releases Custom Reporting Software
Davox Corporation has
announced ComposeIt version 1.0, an optional reporting feature of its Unison and In/Unison
call center management systems.
ComposeIt is a menu driven, custom reporting
solution that enables managers to easily generate reports for monitoring critical call
center activities, identifying trends and making real-time adjustments to improve overall
call center performance. For more information, contact Jennifer Cyrs at 978-952-0882 or
see www.davox.com.
Teknion Presents New Seating Products
Teknion, Inc. is offering a
new Amicus line of seating products as well as the C.A.T. (Computer Accessory Trolley) and
four new Ability products.
Amicus features ergonomic task seating with a
flexible seat, responsive backrest and comfortable armrests.
C.A.T. provides a mobile unit that holds a CPU, monitor and printer as well as storage
space. The new Ability products consist of telescoping Mobile Screens, Table Screens,
Kiosk personal storage units and the Scout for power and data connections. For more
information, contact Sheryl Roth Rogers at 609-596-7608 or see www.tekus.com.
SoftLinx Upgrades Its Replix dominoFAX dominoFAX
SoftLinx, Inc. has announced
version 4.2 of Replix dominoFAX, a native fax messaging solution for Lotus Notes and Domino
environments. This upgrade supports high-volume or mission critical fax traffic at the
departmental or enterprise level. It also offers a fax address option of the Lotus Notes
address book, in addition to providing high-fidelity fax output for native Notes
documents. For more information, contact Heather Howland at 978 3920001, ext. 312 or see www.softlinx.com.
Call Center Management Tool Released By
Teltronics
Teltronics has introduced
QueVision, which is a software package designed for small and midsize call centers. This
call center management tool monitors, collects and reports ACD data from a Vision switch.
It allows supervisors to view real-time activity
and report data so they can react to immediate needs, analyze trends and maintain
efficient and productive operations. For more information, contact Dawn Saunders at
941-753-5000, ext. 7292 or see www.teltronics.com.
Object Telephony Server For Windows NT Is Launched
Buffalo International has
announced the first release of the Software Development Kit for the native Windows NT
version of Object Telephony Server (OTS NT SDK). The server is a call center application
platform containing built-in predictive dialing, ACD, voice processing, agent monitoring
and coaching among other telephony functions. The system is a server only and is designed
for integration with third-party agent and campaign management systems. For more
information, contact David Milkes at 9147478500 or see www.buffalointl.com.
ALeSys Showcases Training Approach At CTI EXPO
ALeSys showcased its
integrated approach to increasing the effectiveness of call center training at CTI
EXPO.
ALeSys has worked with large inbound and outbound
centers to evaluate and upgrade training given to new hires as well as provide development
opportunities to content experts, trainers and job coaches to improve their skills. For
more information, call 800-758-1071 or see www.alesys.com.
Acxiom Enhances Its Merge Purge Services
Acxiom Corporation has
announced major enhancements to its Merge Purge Services, which is part of Acxioms
Composer List Processing Services product line. The enhancements include a client/server
process that will achieve faster turnaround, provide online Internet-based reporting and
on-the-fly modeling capabilities for direct marketers. For more information, contact
Marice Gardner at 501-336-1264 or see www.acxiom.com.
HTLT Announces Latest Addition To Product Line
HTLT has introduced HillsB for
Excel Version 2, the latest addition to its call center optimization product line.
Designed for Microsoft Excel 97, this agent forecaster and call center performance
predictor will compute the number of agents required to meet service-level objectives and
expected call volume. For more information, contact Jacquie Beard at 3012360780 or see www.htlt.com.
Proscape Technologies Releases Salesgod Version
3.1
Salesgod Version 3.1 is fully integrated sales effectiveness
software designed to improve a salespersons performance throughout the selling
process. The features of Proscape Technologies customizable program include a presentation tool, computer-based
training and automatic feedback, and tracking of detail and summary level data. Salesgod
employs an independent, three-tiered architecture that separates the interface,
functionality and data. For more information, call 215-540-8100 or see www.proscape.com.
PegaSURE Enhances Insurance Customer Service
Pegasystems Inc. has released
PegaSURE, a vertical solution for the insurance sector that automates critical customer
services and sales processes in call centers, claim processing and underwriting. PegaSURE
links customer account information, relationships, beneficiaries and agent details.
For more information, contact Gwen Gulick at
617-374-9600, ext 111 or see www.pegasystems.com.
AIC Introduces Versatile Fax Communications
FutureFAX is a new technology product recently created by Advanced Image Communications that
is designed to streamline fax communications.
FutureFAX can function from any Windows PC as a network fax gateway and as an incoming
fax server.
FutureFAX operates at 14,400 bps. For more information, call 510-947-1097 or
see www.aic.com.
Internet & Help Desk
Products... [back to the top]
Remedy And Intel To Provide IT Solution [back to the top]
Remedy And Intel To Provide IT Solution
Remedy Corporation and Intel Corporation team up to offer IT
organizations no-cost integration capabilities between Remedy Help Desk and Intel LANDesk
Management Suite. All new releases of Remedy Help Desk will include Intels Desktop
Integrator Technology software module, which will give help desk staff the tools to solve
PC and server problems remotely and reduce the frequency and cost of sending technicians
into the field to solve problems. Remedy has also announced a 15day guaranteed
implementation of the Remedy Help Desk through Remedy Rapid Results program.
For more information, contact Melissa Malley of
Remedy at 650-919-5401 or see www.remedy.com, or
contact Barbara Grimes of Intel at 503-264-5563 or see www.intel.com.
AliMed Provides Fleece Wrist Rests
AliMed has released its
orthopedically designed, fleece covered Soft Wrist Rests. The four models are keyboard
wrist rests with or without an extension board and mouse wrist rest with or without a
mouse pad. Soft Wrist Rests are designed with two different layers of foam to cradle the
wrist and elevate it in a neutral position. For more information, contact AliMeds
customer service department at 800-225-2610.
Astea Proclaims New Version Of WebBased Tools
Astea International, Inc. has
introduced the commercial release of ServiceAlliance version 2.0, an integrated automation
software solution for service organizations. The new version provides Web support, which
allows customers to bypass operators for a variety self-help and account analysis options.
The new "drag and drop" Schedule Board allows managers to adjust technician
workloads from a single screen. For more information, contact Bob Ingersoll at
215-682-2500 or see www.astea.com.
AIM Releases HelpDesk Expert Version 5.0
Applied Innovation Management has
announced the latest edition of the end-to-end, Webbased help desk solution for call
tracking and problem management.
HelpDesk Expert Version 5.0 incorporates advanced
browser technology to provides an intuitive user interface. It also includes a knowledge
database so users search for needed information by using common words, rather than
complicated SQL commands.
For more information, call 800-942-7754 or see www.aimhelpdesk.com.
Verix Presents WebBased Or Mobile Computer Service
Verix Software has released
Verix eSales v2.1, a product configuration and price quote application that can be
integrated with Verix enterprise selling solutions as well as other enterprise
systems to enable build-to-order solutions.
The Java technology-based Verix eSales provides the
tools to conduct direct sales on a laptop computer, on an Intranet or Extranet, or over
the Web.
For more information, contact Jason Maynard at 213-743-4293 or see www.verix.com.
Advantage kbsMarkets
Integrated Service Chain kbsMarkets
Integrated Service Chain
Advantagekbs, Inc. has announced the availability of
Integrated Service Chain, a new framework to support knowledge management and solve
problems at the earliest point.
Supported by Advantagekbs IQ Support
Application Suite, the new framework provides users with a range of tools also to support
multiple views of knowledge for different audiences and preserve all problem details for
use by higher support levels. For more information, contact Michelle Dubois at
732-287-2236 or see www.akbs.com.
WebLine Communications Releases
"Teleweb" Platform
WebLine 2.0 is the enterprise-class "teleweb" platform
that WebLine Communications has created to use within Internet-enabled call centers and sales and
service operations.
WebLines two-way, voice and visual interactivity lets representatives share
information with remote customers over the Web while simultaneously talking them through
complex purchase decisions. For more information, contact Marcie Lascher at 781-852-2106
or see www.webline.com.
Primera Features New Browser Base
Primera Technologies has
released PrimEnterprise, a suite of browser based sales management applications. This
product line offers two-way information flow over the Internet as well as contact, lead
and opportunity management and an executive oversight system for Windows NT. For more
information, contact Richard B. Linet at 508-485-8880 or see www.primeratech.com.
Dialogic Implements RealTime Fax Over IP
Dialogic Corporation has
announced a standards-based solution for delivering real-time fax over Internet Protocol.
Based on the emerging ITU T.38 standard, this ability enhances the DM3 IPLink line of
products and provides a powerful platform for public network and enterprise fax and
voice/fax over IP networks. For more information, contact Jane Mazur at 973-993-3000, ext.
6118, or see www.dialogic.com.
Platinum Releases ClienteleNet 3.0
Platinum Software Corporation has
announced ClienteleNet 3.0, which is geared to improve field and customer service
productivity. The product allows customers and field reps to have self-service access to
Clienteles customer service/support and sales and marketing information via the
Internet regardless of their platform or location.
Users also have Internet access to Clienteles
knowledge base. For more information, contact Matthew Scherzinger at 714-450-4542 or see www.clientele.com.
Inference Announces Customer Care Solution
Inference Corporation has
introduced CBR Content Navigator 3.2. This enhanced version enables call
center representatives to access a single knowledge base to increase first-call resolution
and raise call quality. End users access the knowledge base via CDROM or the Web to solve
their own support queries, thus reducing customer support costs. For more information,
contact Susanna Cesar at 415-893-7208 or see www.inference.com.
Web Link Captures Internet Requests
LEADtrack Software, which
develops sales lead processing analysis and tracking software, has released Web Link. This
new product captures customer Internet requests for product literature directly from any
company Web site and automatically inserts the names into the LEADtrack Plus sales
automation Customer Master File database.
For more information, contact Chris Koltys at
770-594-7860, ext. 1 or see www.leadtrack.com.
Firms Go Live On The Web
Interworks Systems, Inc. has
introduced PipeLive, a suite of interactive telecommunications tools that allows companies
simultaneously to communicate one-on-one, send email, send Web pages, and send software
and files to a customer or prospective customer via PC. PipeLive uses a telecom switch
that integrates those functions to allow personnel to answer questions, solve problems,
reference others and send material directly and immediately. For more information, contact
Chet Bedell at 516-424-9757 or see www.iworksys.com.
Raosoft Produces Questionnaires For The Internet
Raosoft, Inc. has announced
version2 of Raosoft EZSurvey 98 for the Internet. This 32bit data collection program now
lets end users distribute questionnaires over the Internet, Intranets or any standard
email sys tem. It can be used with Windows 95/NT as well as Lotus Notes, cc:Mail and
Internet mail, so the user no longer needs to go through Microsoft Exchange to distribute
questionnaires.
For more information, contact Catherine McDole Rao
at 206-525-4025 or see www.raosoft.com/raosoft.
Telescan Adds To EarthNet Line
The EarthNet product line from Telescan
Corporation has evolved to include Navigator
Enhancement and Email Server. The Navigator combines highlighted text with embedded
commands to free agents from memorizing key sequences or searching for specific procedures
and parameters. Email Server provides a gateway to the Internet for EarthNet system users.
For more information, contact Shannon Highley at 314-426-7662 or see www.telescancorp.com
CTI Products... [back to the top]
Script Editor Breaks New Ground In CTI
Envox (U.S.) Ltd. has
introduced Envox Script Editor, a native 32bit Windows development package for voice, fax
and computer telephony. The product combines drag-and-drop application building, flow
chart style scripts, built-in compiler, HTMLtofax conversion capabilities and
preprogrammed fax, text-to-speech and voice recognition functions. It is part of the Envox
CT Studio line of products. For more information, call 888-368-6987 or see www.envox.com.
Nortel Announces New Call Center Server
Nortel (Northern Telecom) has
presented its Symposium Call Center Server, which is designed to increase call center
efficiency and enhance the management of customer relationships.
The product runs on Windows NT and can network
existing Meridian call center applications. Symposiums client/server architecture
helps businesses take advantage of features such as controlling and tracking customer
transactions from beginning to end, advanced supervisor tools and assigning skills to
agents through the use of skill sets. For more information, contact Kris Hoover at
972-685-5393 or see www.nortel.com.
Mercom Employs Windows NT In Audiolog
Mercoms latest version
of its Audiolog voice logging server has a wide range of applications. The Windows NTbased
server offers digital call recording, whether network-based or stand alone. It integrates
easily with PABX, ACD and CAD systems as well as call center, help desk, PSAP/E911 center
and other software and databases. For more information, contact Bob Jagendorf at
201-507-8800, ext. 101, or see www.mercom.com.
AVT Releases New Version Of Its CallProcessing
System
Applied Voice Technology has
launched a new version of CallXpress3, a unified messaging and call-processing server
designed for small to mid-sized companies. The new version pro vides year 2000 compliance
as well as new applications and features. It supports the NetConnect digital networking
module. For more information, call 4258206000 or see www.appliedvoice.com.
CCS Introduces CallPro Server
Cothern Computer Systems (CCS)
has announced CallPro Server for Windows NT. The server joins other CallPro servers,
including OS/400 and AIX. The new NT server virtually eliminates the programming and
modifications usually required when integrating CTI functions in a client/server
environment.
CallPro Server allows softphone features,
intelligent answering and screen pops, among other features.
For more information, contact Will Duncan at 601-969-1155 or see www.ccslink.com.
Lucent Launches Intelligent Network Software Solutions
Lucent Technologies has
announced Compact Service Node/Intelligent Peripheral solutions (SN/IP). Using a scalable
computer-telephony integration platform, the Compact SN/IP allows network service
providers to offer customers interactive voice response, customized announcements,
voice-activated dialing and Internet access as well as the ability to brand services with
customized announcements.
For more information, contact Dan Coulter at
908-580-4111 or see www.lucent.com.
Mergers & Acquisitions
[back to the top]
TCS, Inc., an international
provider of enhanced service technology and customized service outsourcing solutions for
global telecommunications carriers, has agreed to acquire UKbased Interglobe Telecommunications, Plc. Valued at more than 10 million pounds sterling, the acquisition is
designed to broaden TCS service offering and enhance its market position.
IMA has announced
it has acquired Marketing Information Systems, Inc., a provider of sales automation software, and
TELEMAR Software International, LLC, a provider of an AS/400 software solution for sales, marketing and
customer service. The acquisitions are intended to solidify IMAa market position as
a provider of customer interaction software solutions, which enable companies to manage
their front office sales, marketing and customer service operations, with the call center
as the hub of customer-focused activities within the enterprise.
Expansions... [back to the top]
Crutchfield Corp., a catalog and Internet retailer of audio and video components, will
establish two new call centers in Norton, Virginia, creating as many as 30 new jobs over
the next six months. One of the centers will handle incoming sales and customer service
calls from the companys catalog and Internet customers, while the other will operate
as a sales center.
The new jobs represent an initial total payroll of $750,000 a year, providing as much
as $3 million a year in economic stimulus to the area.
West TeleServices Corp. will open
a new, 10,900squarefoot call center in Fort Smith, Arkansas, creating approximately 275
jobs. It is expected that 60 percent of the jobs will be full-time positions. The center
will have a total annual payroll estimated at more than $4 million, generating an economic
impact of more than $14 million.
Sky Alland Marketing, in response
to an increase in its Customer Relationship Management business, will open a customer
communications center in Milwaukee, Wisconsin. The 11,000squarefoot center will operate
365 days a year and is designed to handle more than 400,000 contacts per month at peak
operation. It will feature inbound, outbound telephony and "webphony"
capabilities, specially designed customer relationship management software and 90 agent
workstations.
Once fully staffed, the center will employ 300 people in a three-shift day.
Wolff/SMG has expanded its SMG
Direct group, a full-service call center offering inbound, outbound, Internet and
interactive telemarketing and teleservicing, to now include fulfillment and distribution
services. The expanded facility, located in Rochester, New York, will employ up to 45
additional agents.
Ebsco Telemarketing Service, a
division of Ebsco Industries, has purchased the service agency Telemarketing Network, Inc. (TNI),
from Grunner and Jar USA. TNI is a 70seat, fully automated, outbound center located in
Cuyahoga Falls, Ohio.
The acquisition adds to Ebsco Telemarketings sales offices in Canton and Kent,
Ohio, and its facility in Pittsburgh, Pennsylvania. TNI specializes in newspaper
subscription retention, market research and publishing sales, and will employ more than
120 full and part-time people.
GLS TeleServices will open its
second outbound telemarketing call center in the Clearwater, Florida area. The 85 seat
facility will create approximately 230 new jobs, the majority of which will be full-time.
GLS negotiated a seven-year lease, with two renewal options, to occupy more than 7,500
square feet.
Happenings
[back to the top]
Primus Underscores Customer Commitment
A provider of problem resolution and knowledge management
software, Primus has
announced two new programs: Primus User Group and Primus Advisory Council. Meeting
quarterly, Primus User Group is designed for those implementing and using Primus
SolutionSeries products to provide professionals with a forum for sharing ideas,
discussing customer support and other issues. The Council is an annual meeting to discuss
specific business issues.
Name Change For NCS And London House
Several months after National
Computer Systems added London House to its Assessments
and Testing division, the business unit is announcing its name will change to the
Workforce Development Group. The name is
geared to reflect the companys ability to meet the needs of a 1990s workforce, while
increasing resources, support and a well-rounded product line.
Apropos Completes Venture Investments
Apropos Technology, Inc. has
announced the completion of its third round of financing. Ohio Partners joins ARCH Venture
Partners, William Blair Capital Partners and Allstate Insurance to raise a total of $16
million for this provider of client/server total call center management solutions. The
company has grown tenfold over the past two years, becoming one of the fastest growing CTI
companies in this multibillion dollar industry.
New Partnership Program For Systems Integrators
Primus has started a new
Systems Integrator Program for the high-growth customer support market. In this program,
systems integrators and consultants provide implementation services to Primus customers to
support the companys continued growth. Primus seeks service partners to complement
its product development and marketing expertise, such as Business Process
Reengineering.
Transcom Celebrates Opening Of New Headquarters
With a ribbon-cutting ceremony, the international relationship
management firm Transcom has opened its new corporate headquarters in Carmel, Indiana. The
22,500squarefoot building houses 120 corporate employees. It operates 10 call centers in
the U.S. and five European countries.
Teubner Spins Off A Product Division
Teubner & Associates has spun off its Expert Support Program customer support software
product division to form a new company called CustomerSoft,
Inc. The new company will focus on providing Web
capability through the ESP Li@son product and proactive customer account management
through ESP. CustomerSoft has a full sales, development and technical support staff as
well as an installed base of more than 300 customers.
Teknekron Receives Two Patents
The U.S. Patent and Trademark Office has issued two new patents
to Teknekron Infoswitch Corporation.
The AutoQuality patent protects Teknekrons method for automatically scheduling
and recording call center agent monitoring sessions. The second covers a technique for
automatically generating performance and efficiency information on an organization; as it
evolves, Teknekron will incorporate the process in P&Q Review, its productivity and
quality performance tool
Sears Provides 750 Stores With Improved Customer Service
Nuance Communications, which
supplies over-the-phone conversational speech recognition systems, has announced that
Sears, Roebuck and Co. is deploying the retail industrys first speech
recognition-based department call handler to 750 stores throughout the U.S. The automated
system will handle about three-quarters of inbound calls for each stores general
number. Sears expects the systems to handle an average of 120,000 calls per day.
FCCI Launches Innovative Ad Campaign
In conjunction with Interim Services, FirstCall Communications, Inc. helped
provide a direct-response system for employment advertising.
Through its IVR system, FirstCall customized and programmed a system that processed the
calls from a toll free number exactly as the client required.
International News... [back to the
top]
Aspect Invests In Canada
Aspect Telecommunications has established Aspect
Telecommunications Canada, a new sales and support
operation based in Willowdale, Ontario, Canada. This wholly owned subsidiary will
distribute the companys mission-critical call center solutions in the increasingly
competitive Canadian market. Aspects Canadian distribution partner, Norstan Canada, will also continue to
sell Aspects products.
France Telecom Offers The Call Center Hotel
With the "Call Center Hotel," France Telecom adds a complete
turnkey solution to its call center solutions offering. The new call center facility
allows companies to lease facilities staffed by qualified agents, enabling those companies
to have an up and running call center immediately.
The Call Center Hotel will initially offer 300 agent positions, with more than 50
percent of the capacity already reserved in advance of the official launch in the second
half of 1998.
Quintus Products To Be Distributed By IBM
IBMs Customer
Relationship Solutions Group, South Africa, and Quintus Corporation
have reached an
agreement about product distribution in South Africa. Under this partnership, IBM will
integrate Quintus CustomerQ call center software with IBMs Callpath
computer-telephony software. IBM will sell Quintus ImpaQ software.
P&O To Invest In New Call Center
Backed by the Industrial Development Board of Northern Ireland, P&O European Ferries is
investing 291,000 pounds over the next three years in building a new call center at Larne
Harbour in Northern Ireland. The center will process reservations for the Larne to
Cairnryan route as well as booking on other routes of this ferry and freight shipping
company.
Cordena Acquires British Call Center
The Dutchbased Cordena Call
Management continues its networking of call centers across
Europe with the acquisition of Salestrac, a 120agent call center located in Exeter of southern Great Britain.
Cordena focuses on inbound calls in the financial services, travel and transport, telecom,
utilities and consumer products industries.
IBM Provides EBusiness In China
The first international provider of ebusiness services in China, IBM has announced it will extend
technology and applications to strategic sites in the country. IBM will also jointly
develop with China Telecom other
technology-based operational solutions for Chinas telecommunications industry.
Telstra And Cisco Launch Joint Solution In
Australia
Telstra and Cisco Systems Inc.offer
the first of a planned range of customer networking packages since announcing their
alliance last year.
Aimed at corporations with two or more offices, Business
Connect provides internetworking solutions, from design and installation to final testing,
maintenance, support and network management from a single point of contact.
Nortel Invests $47 Million In Northern Ireland
Nortel (Northern Telecom) is
investing $41.5 million in its Monkstown, County Antrim, Northern Ireland, manufacturing
facility to expand its range of existing telecommunications transmission products. It also
expects to introduce line card and switching equipment from there. Nortel will also invest
$5.5 million in the Northern Ireland Telecommunications Engineering Center,
one of three Nortel R&D sites in the U.K.
NEC To Design U.K. Telecom Systems
Japans NEC Corporation has forged ties with the U.K. firm ERA
Technology to design and develop a universal mobile
telecommunications system (UMTS) standard, which will provide multimedia communications
that are standardized in three continents.
The newly formed company, Telecom Modus, will operate in Leatherhead, South East England, and employ more than
100 people.
ThreeWay European Joint Venture
The German and French telecommunications companies Deutsche Telecom and
France Telecom have joined the
British group Energis in a U.S.$160 million joint venture to build telecom networks in eight
U.K. cities.
Beginning in London, Birmingham and Manchester, business users will have access to
advanced fiber optic technology.
The French and German companies are developing business in the U.K. through the Global
One alliance linking them with Sprint Corporation of the U.S.
Strategic Alliances...
[back to the top]
APAC To Acquire ITI Marketing Services
Poised on becoming the largest teleservices provider with more
than 14,000 workstations, APAC TeleServices, Inc. has signed a definitive agreement to acquire
ITI Marketing Services, Inc.,
based in Omaha, Nebraska. At press time, the acquisition was expected to close by the end
of May. In the near term, APAC, and ITI will continue to serve clients through their
respective organizations. APAC, of Deerfield, Illinois, is one of the largest suppliers of
outsourced customer service and sales; its clients industries range from business
and consumer products and financial services to technology and energy. ITI is also a
strong leader in creating programs to build, maintain and enhance customer sales and
service opportunities. With the acquisition of ITI, APAC will grow from operating 66
customer contact centers with more than 15,000 employees in 14 states to operating 90
centers with 25,000 employees in 19 states. In exchange for all outstanding ITI equity,
APAC will pay $155.2 million in cash subject to certain adjustments. The two
companies combined annual revenue for 1997 was $492 million.
BackWeb And Scopus Join Forces
BackWeb Technologies will
join its Infocenter with Scopus Technologies customer
care systems.
The resulting product will automate the knowledge
gathering and delivery process and provide corporate accounts with just-in-time mission
critical information. Using BackWebs distribution capabilities, Scopus will also
update its applications directly to its customers.
Rockwell Announces Alliance With Brightware
Rockwell Electronic Commerce,
which provides mission-critical call center systems, joins forces with Brightware, which markets automated
customer interaction software for the Internet. In this venture, Brightware will integrate
its software with Rockwells recently announced Windows NTbased, Call Center Command
Server (3CS) platform.
Molloy Group Partners With Micro House
Molloy Group, Inc., a
developer of Knowledge Management Solutions for Customer Care, will provide Micro House Internationals
Support On Site products with Molloy Groups customer support and help desk software.
Molloys new product, Knowledge On Site, is an
enterprise customer support solution tightly integrating Micro House knowledge content
into Molloys Knowledge Bridge software all designed to increase the
productivity of customer support operations.
Spectrum Signs Distribution Agreement With AAC
Spectrum Corporation, which
produces electronic message boards, marquees and scoreboards, has signed an OEM agreement
with AAC Corporatiob to
private label AACs AgentView call center communications system and the market the
system as UltraView with Spectrums range of wallboard displays. The addition of
AgentView will allow Spectrum to create a high-end product upgrade and thus meet
sophisticated call center requirements.
Scopus Signs Agreement With Deloitte &
Touche
Scopus Technology, Inc. and Deloitte & Touche Consulting Group have signed a systems integration alliance agreement. Deloitte will
offer comprehensive front-office software solutions using Scopus enterprise customer
care products, including service and support.
Deloitte will also develop certified Scopus
Technical Implementation Engineers for Deloittes customer care innovation practice.
VCS And InterVoice Deliver SpeechWave
Secure Voice Control Systems
(VCS), a leading global supplier of speech recognition
and related technologies, has announced that InterVoice,
Inc. is the first interactive voice response (IVR)
company to deploy SpeechWave Secure. Providing concurrent speaker verification and
continuous digit recognition, SpeechWave Secure has been designed by VCS for virtually all
applications requiring heightened security. Applications include telephone banking, credit
card transactions and medical information retrieval. With SpeechWave Secure, a single,
naturally spoken string of digits can be recognized and verified, allowing any application
now using continuous digit recognition to add speaker verification without altering call
flow.
Alternate Access Partners With Optus
CTI provider Alternate Access has announced a partnership with Optus
Software for the reselling of Optus
FACSys. FACSys, introduced in 1990, enables total automation of routine faxing through a
businesss core processing and supports both Windows NT and NetWare LANs.
Alternate Access designs interactive applications for call centers, providing IVR,
text-to-speech conversion, speech recognition and fax server capabilities.
Glocalnet Internet Telephony Network Alliance
A new alliance will establish and operate a global data network
to exchange IP voice and facsimile traffic and to provide enterprise services across
high-quality Internet Protocol (IP) networks has been announced.
Forming the alliance are InterTel, Inc., NTT International Corp., Glocalnet AB
and Telba Telecomunicacoes Ltda. The members agreed by Memorandum of Understanding to unite their
respective regional IP telephony networks based on the InterTel VocalNet IP
telephony gateway and call accounting technology.
Advantage kbsJoins
Clarifys Software Partner Program kbsJoins
Clarifys Software Partner Program Advantagekbs, Inc.
announced it has joined Clarify,
Inc.s complementary software program.
Through this relationship, Advantagekbs will provide Clarify customers with advanced problem resolution tools,
integrating its IQSupport Application Suite with Clarifys front office suite.
Clarifys integrated front office suite helps
companies implement and automate customer focused processes designed to improve all
customer interactions across functional departments.
Advantagekbs
IQSupport Application Suite provides a framework for users, customers, customer service
representatives, help desk and call center personnel, and field service technicians.
ALTechs SpeechWorks Selected
Applied Language Technologies (ALTech),
a leading provider of conversational speech recognition technology and products for
customer service solutions, has announced that its SpeechWorks speech recognition product
has been selected by Automated Financial Systems, Inc.
(AFS). AFS is a provider of automated voice and
Internet services to the brokerage industry. The company will use ALTechs
SpeechWorks solution for its service bureau offering of automated speech recognition (ASR)
investing applications.
Alliance Agreement Between Deloitte & Touche And Platinum
Platinum Software Corporation
announced that it has signed a national alliance agreement with Deloitte & Touche LLP
to reduce
implementation times and costs for mid-market companies. Under terms of the agreement,
Platinum Software will collaborate with Deloitte & Touches regional offices to
certify their consultants on Platinum Softwares products, implementation tools and
methodologies.
Clarify Partners With Architel
Clarify, Inc. and Architel Systems Corporation have
announced an alliance to provide the industrys first integration of front-office
customer care with back-office network provisioning. The alliance integrates ClearSupport
CommCenter, Clarifys telecommunications customer and trouble management system with
Architels Automatic Service Activation Program (ASAP).
Clarifys ClearSupport CommCenter lets call
center representatives create orders, answer questions, route requests and open trouble
tickets all within the same application.
Architels ASAP delivers flow through service activation through a single
intelligent gateway.
CCSI Becomes Licensed VAR
Call Center Solutions, Inc. (CCSI)
announces that it has entered into Value Added Reseller agreements with Digisoft
Computers, a leading designer of call center management software, and
SunDial Technologies, developer of
Windows NTbased predictive dialing systems.
As a licensed VAR, CCSI will work with small and
mid-sized call centers and marketing businesses to custom design and develop solutions for
their inbound and outbound calling needs.
Teltones OfficeLink 2000 Chosen
Holland America LineWestours and
Teltone Corporation have announced an agreement to provide Teltones OfficeLink 2000
as the technology solution to allow remote call center agents to work from home. Holland
America Line Westours was among the first companies to use OfficeLink 2000 while it was
still under development; it has purchased a 40user system for its growing home worker
program.
Remedy Corporation Teams With ServiceWare
Remedy Corporation, provider
of internal help desk software, and ServiceWare, Inc., provider of support knowledge management solutions, have announced a
two-part partnership agreement. The first part allows customers to buy ServiceWares
KnowledgePak Desktop Suite directly from Remedy and its worldwide network of channel
partners.
The second section of the agreement outlines plans
for the two companies to offer tighter integration between the two products.
IMA Joins FileNETs ValueNET ISV Program
FileNET, a provider of integrated document
management software, and IMA,
a provider of enterprise-wide front office customer interaction software (CIS) for call
center automation, have announced they will work closely to integrate products to create
customer interaction software solutions that meet a broader range of customer
requirements. IMA has joined FileNETs ValueNET Program at the ISV (independent
software vendor) level, and through this alliance, IMA and FileNET will help mutual
customers deliver more effective, highly personalized service by combining traditionally
disparate customer service and integrated document management and workflow technologies.
Scopus And Exchange To Create Acquisition Solution
Scopus Technology, Inc. and Exchange Applications, Inc. will jointly develop and market a customer relationship management
solution designed to streamline the process of acquiring, servicing and maintaining
customers. It will integrate Scopus front-office applications Finance
Central, Telecom Central and SalesTEAM with Exchange Applications ValEX
campaign management system.
Major Outsourcing Agreement
The Blue Cross and Blue Shield
Association (BCBSA) and APAC TeleServices have announced
a long-term marketing alliance. The agreement allows BCBSA and its Plans to contract with
APAC to provide call center customer service, telemarketing support and Internet-based
services.
The first two programs to be supported are "Away from Home Care," which helps
HMO travelers locate participating providers, and "BlueCard," which links
participating providers with Blue Cross and Blue Shield traveling members. A third
initiative managed by APAC is the "World Wide Web Provider Locator," which is an
Internet-based system to enable consumers to perform online searches for physicians,
hospitals and caregivers according to a variety of parameters.
New Primus Partner Program
Primus new Systems
Integrator Program is designed to foster partnerships between Primus and systems
integrators and consultants to provide implementation services to Primus customers. The
partners will be providing implementation services, including: business process
reengineering, process and systems integrity, education, training and change management.
CTI Deployment Agreement
Price Waterhouse and Genesys Telecommunications Laboratories, Inc. have announced an alliance that combines Genesys CTI suite with
Price Waterhouses experience in developing and implementing technology enabled
customer management solutions. Price Waterhouse consultants will participate in the
Genesys Partner Training Program to become certified Genesys engineers.
Joint Product Development Agreement
Clarify Inc., a producer of
front-office customer care solutions, and Portal
Software, Inc., a supplier of software for Internet
services, have announced an agreement to work together to develop a software component
that integrates Clarifys front-office application software with Portals
Intranet software. The end product will be an integrated customer care and billing
solution for service providers.
People...[back to the top]
Applied Voice Technology, Inc. has appointed Robert F. Gilb to the
companys board of directors. Gilb is president of Robert F. Gilb Strategic &
Business Consulting, L.L.C.
Russell A. Young has been appointed chairman and
CEO of Chrysalis Group, a Dallas, Texas based provider of outsourced
teleservices.
Optima Direct, Inc. has appointed Kevin Potter president of this
telemarketing management service.
Company founder Glenn Lebowitz will remain as chairman.
The Signature Group has appointed Ed Vesely to executive vice
president of teleservices. Vesely was formerly Signatures senior vice president of
telemarketing.
Martin H. Cohn has been promoted to vice president
of marketing at Precision Response Corporation.
Cohn will primarily oversee the creation and implementation of PRCs national
marketing operations and new advertising campaign.
International Data Response Corporation has
announced Jill Ward is
the president of the newly created Inbound/customer care business unit in the U.S.
Primus has named Patty
Cox vice president of professional services.
Cox will manage and operate Primus professional services program, including its
SolutionSeries software.
DC Systems Software has announced the expansion of
the DCS Software business unit. Dana Bailey is the director of DCS Software.
Pete McGarahan, formerly director of help desk
marketing at Vantive Corp., has recently been appointed the new executive director of
Help Desk Institute. HDI has more
than 7,000 members worldwide.
Paul Freeman, former executive direct for US West
international, has joined LHS Group as vice president, international projects. LHS provides convergent
client/server modular customer care and billing software and services.
Robert J. Bryan joins Harris Select Communications as
the new vice president of call center operations.
He will be located in Newport News, Virginia.
Princeton Management Resources, Inc., a
teleservices consulting and Tele-monitoring firm, has named TerriAnn
Pennypacker to the position of vice president of
consulting services.
Telemarketing Concepts has hired Victoria Siliotis as the
companys national recruiting director and Rosemary
Cooter as director of operations. Siliotis will
develop and implement recruiting programs and Cooter will manage all of the companys
contact centers in New York, North Carolina and Georgia.
Rockwell Electronic Commerce has named Akira Kawashima as managing
director, Japan.
Kawashima will develop new business for Rockwells call center products and
services for the Japanese marketplace.
Kenneth B. McKenna joins Periphonics Corporation as
director of CTI product management.
McKenna is responsible for positioning CallSPONSOR in the market place and for
developing additional CTI capabilities.
Joseph Grossman has been promoted to vice president
of TeleResponse Center Inc., which raises funds and public awareness for nonprofit charitable
organizations and provides telefundraising services.
Grossman was previously the companys general manager.
Jami Marketing Services has announced that Francine Golub has been appointed
vice president of the corporation. Golub will continue as Jamis director of all list
management services.
Joseph Duryea joins SOFTBANK
Services Group as a vice president of vertical
markets.
Clifford Ruden has been appointed to director of
vertical markets. The two will focus on expanding SOFTBANKs marketing efforts into
new opportunities beyond the digital marketplace.
J.C. (Jim) Grant, a high-technology, financial
executive, has been appointed to the board of directors of Phonettix
Intelecom Ltd. The company is located in Richmond
Hill, Ontario, Canada.
The Society of Incentive & Travel Executives has
announced the appointment of Noreen McCaffery as the organizations director of marketing.
Infospace, Inc. has appointed Barbara Angius vice president of
marketing and Mercedes Ellison vice president of business development.
The company provides Java technology for creating and deploying Intranetbased business
applications.
James H. Greenway has been named vice president of
marketing at Williams Communications Solutions (formerly WilTel Communications).
Greenway succeeds Frank Lipari, who was promoted to senior vice president for corporate
services. |