August 2000
EasyRun Unveils EPICCenter Contact Center Solution
EasyRun Ltd. recently released EPICCenter, its new contact center
solution developed for the small- and mid-sized market. The EPICCenter
family of products is intended to provide a complete solution with
real-time monitoring, routing options, graphical historical report
generation, an easy-to-use agent workstation application, Web-enabling and
information retrieval from a CRM application or external database.
EPICCenter consists of three major components. EPICRouter is a
skills-based router designed to offer several options, including routing
by best skills, individual shifts and days, group, IVR prompting and calls
in queue. Features for calls in queue include predicted wait times,
announcements, music and IVR prompts for call return by fax, e-mail and
phone. EPICVisor, the management information system component, is intended
for real-time monitoring of the agent and contact center, historical
report generation and remote network support capabilities. Features
include contact load analysis, outbound and inbound call differentiation,
ACD and non ACD call identification, queue statistics and a variety of
standard or customized reports. The system provides a program that enables
users to define and construct additional report templates. Additionally,
EPICVisor can monitor and create aggregated reports of several remote
contact centers and enables remote support and maintenance. EPICAgent is
an application designed to provide agents with an intuitive desktop
interface and give them various capabilities, including extended telephony
functions, unified messaging, information retrieval and a personal,
onscreen reader board.
No. 510, www.ccsmag.com/freeinfo
Comverse Announces Nex2Me Solution
Comverse Network Systems, a supplier of software and systems for
network-based enhanced services, announced the availability of its Nex2Me
wireless instant messaging solution. Nex2Me is a suite of mobile instant
communications applications meant to enable the creation of communities
among mobile and Internet users. A WAP and SMS-based service, Nex2Me is
designed to leverage the strengths of both Internet and cellular networks
to deliver real-time communications services to mobile users. Nex2Me
combines both voice communications and text messaging and is intended to
enable service providers to build new revenue streams, improve market
differentiation, attract new subscribers and retain existing customers.
Comverse said that the Nex2Me platform can accommodate a variety of
applications developed by it and third-party developers. Applications for
mobile users include Personal Instant Communications, voice and text-based
messaging for instant one-to-one communications; Mobile Matchfinder,
connecting two anonymous users around a shared topic of interest; and
Mobile Chat, voice and text-based chat sessions between multiple anonymous
users. Nex2Me users can set their own availability status, receive
location-based information about members of their interest groups and
connect with other users based on predefined criteria without compromising
privacy and anonymity.
No. 511, www.ccsmag.com/freeinfo
SafeHarbor.com Launches BrowserBASE
SafeHarbor.com, a Web-focused customer service outsourcer,
announced the availability of BrowserBASE, a specialized, comprehensive,
self-help knowledge base focused on resolving Web browser and
connectivity-related issues. BrowserBASE is designed to enable
SafeHarbor.com clients to go live with a support service (containing over
100 graphical solutions) that provides self-help information on a broad
range of browser and connectivity questions, such as ISP connectivity,
JavaScript and Virtual Machine issues, cookies, caches, shopping carts and
forms. The service is intended as a foundation and complement to a
client's customized KnowledgeBASE, which provides users with answers to
their questions through the Internet. The combined resources of
BrowserBASE and KnowledgeBASE are meant to empower companies with the kind
of self-help that provides satisfied repeat customers and increased
profitability through a reduction of costly support calls. Both the
BrowserBASE and KnowledgeBASE are regularly updated and enhanced through
end-user usage and feedback.
No. 512, www.ccsmag.com/freeinfo
Q-Link's E-Service System Debuts
Q-Link Technologies, a provider of e-service solutions, released
its Q-Link e-Service System, a comprehensive suite of Web-architected
applications. The company said that the e-Service System is intended to
help companies address what it describes as the driving forces in the next
phase of e-business: service, collaboration and process management. Q-Link
e-Service System consists of a suite of integrated applications: the
Process Manager, which enables companies to create seamless business
processes between customers, channel partners and the enterprise, and
allows real-time implementation of workflow and business rules; the E-mail
Manager, which allows companies to respond to any type of e-mail or Web
request, deciphers the content of e-mail requests, determines necessary
actions and responds with the information required to complete each
transaction; the Interaction Manager, which provides companies with
flexibility for engaging e-customers, including Q-Link's intuitive
self-service systems and auto-response, live chat, and co-browsing
features to provide real-time answers and suggestions; the Knowledge
Manager, which organizes and makes accessible business information and
solutions with a self-generating knowledge base; and the Portal Manager,
which provides online customers a comprehensive view of order history,
service requests, performance reports and account status through an
easy-to-use, Web-based personal interface. The aim is to handle consumer
inquires more efficiently, enabling companies to build stronger online
relationships with their customers.
No. 513, www.ccsmag.com/freeinfo
Inter-Tel Releases ClearConnect Lite
Inter-Tel, Inc. announced the production release of ClearConnect
Lite version 1.0, telephony for e-commerce Web sites. ClearConnect Lite is
designed to allow Web site visitors to use their live Internet connection
to conduct voice conversations, while still connected to the Web site,
with a company's customer service agents. If customers have questions,
they click on a "Talk to agent" button on the company's Web site
and, within seconds, can speak to a customer service agent. The agent can
direct customers to specific pages and suggest additional items the
customer might be interested in purchasing. ClearConnect Lite allows
companies to market directly to customers, person-to-person. With live
conversations over the Web, customers get their questions answered
immediately. The product is a Voice over Internet Protocol (VoIP)
solution. When Web site visitors click on the "Talk to agent"
button for the first time, ClearConnect Lite, a small Java-based software
application, downloads to their computer. From then on, every time users
click the button, the solution places a VoIP call from the computer over
the Internet to a predetermined phone number. ClearConnect Lite software
compresses the Web user's voice into data packets, which then travel over
the Internet. Those packets are then received by an Inter-Tel InterPrise
voice and data router, which converts the packets back to voice and
delivers the call through the phone system or automatic call distribution
(ACD) to an agent. No special agent training is required. To begin using
ClearConnect Lite on a Web page, a company can either purchase Inter-Tel
InterPrise voice and data routers or purchase time on Inter-Tel.net,
Inter-Tel's packet-switched IP long-distance carrier. For optimal
performance, the ClearConnect Lite Web user's PC should meet the following
minimum hardware requirements: Pentium Pro 200 with at least 64MB RAM,
soundcard, speakers and microphone. The company recommends using a PC
headset with a microphone to minimize feedback. Inter-Tel is a provider of
business key telephone systems and related call processing software, voice
processing software and call accounting software.
No. 514, www.ccsmag.com/freeinfo
Telrad Introduces CoOperate For Desktop CTI Interface
Elimination
Telrad Networks, Inc., a supplier of enterprise communications
systems and equipment, announced the availability of CoOperate, a
third-party control interface designed to provide a system-level
integration between the Telrad Digital system and the computer-telephony
server, thus eliminating the need for a desktop CTI interface. CoOperate
uses the local area network (LAN) to communicate the required call control
information between the Digital system, the computer-telephony server and
the client computer-telephony application. Telrad supplements CoOperate
with an Interface Kit that includes an interface card, software CD and
data cable. CoOperate supports a wide array of functions including basic
call services such as caller I.D., DNIS (dialed number identification
system), monitor device, snapshot, deflect and divert. Telrad also
introduced OAISYS, a suite of CTI applications from Phoenix-based Computer
Telephony Solutions, that integrates with CoOperate. OAISYS applications
include Netphone desktop telephony, Group DSS and interactive voice
response (IVR). OAISYS speaks to or collects information from a client
through its Voice Assistant. Other features include Database Assistant, to
conduct surveys or give order status, and Chat, for interactive text
messaging.
No. 515, www.ccsmag.com/freeinfo
INFORTeL For Windows 5.0 From ISI
ISI, Inc. has released its latest edition of INFORTeL for Windows,
version 5.0. The company said that the enterprise management call
accounting tool is now scaleable, having a greater ability to grow with an
organization, and can accommodate from 100 to 30,000 extensions. Key
enhancements are the new client/server SQL platform, an improved and
rewritten reporting package, enhanced alarm capabilities and two new
modules, Lodging and Professional Services. The system architecture allows
choice of either a Microsoft Database Engine (MSDE) royalty-free version
of SQL Server 7 (INFORTeL for Windows Desktop) or the full version (INFORTeL
for Windows Enterprise). The royalty-free MSDE choice is designed for
organizations with lower data volumes and allows up to five concurrent
users. Among the reporting module's new features are user-defined summary
reports, HTML reporting, e-mail merge report distribution and enhanced
trunk analysis. The enhanced alarm module features more complex alarm
definitions, such as extension number, number of calls, call duration,
real-time fraud alert, new alarm delivery options and multiple pages.
INFORTeL for Windows Lodging, a PC-based telemanagement module designed by
ISI for the lodging industry, is designed to work with most property
management systems available on the market. INFORTeL for Windows
Professional Services Package is a call accounting solution that runs on
Windows NT and is designed for professional service firms. Features
include a desktop call-editing screen and, with the addition of SQL
Server, call editing can be available to a large number of concurrent
users over a local or wide area network.
No. 516, www.ccsmag.com/freeinfo
MicroAutomation Adds Web To Contact Center Solutions
MicroAutomation, a provider of integrated call center and contact
center middleware solutions, announced the release and general
availability of CC/CALLme, the first in a series of multimedia
enhancements to its CallCenter Millennium solutions scheduled for this
year. CC/CALLme is designed to allow the viewer of a company's Web page to
click on a "CALL ME" button to request assistance from an agent
in the customer service contact center. A dialog window appears requesting
a phone number for the call back and showing a continuously updated
"Estimated Time to Call Back." CC/CALLme employs a new component
of MicroAutomation's CallCenter Millennium product set called Contact
Server. Contact Server queues contacts from all incoming sources to ensure
that customers are serviced fairly and independent of which access point
to the contact center they use. Requests can be processed on a
first-come-first-served basis or according to priorities set by contact
center managers. When a Web user clicks on the CALL ME button, CC/CALLme
inserts a placeholder in the Contact Server queue. When the placeholder
reaches the top of the queue and an agent becomes available, CC/CALLme
automatically places a call to the customer on behalf of the agent. The
agent receives a screen pop of customer information and the Web page that
the customer was accessing when he or she clicked the CALL ME button, so
the agent is prepared to assist the customer as expeditiously as possible.
CC/CALLme allows CallCenter Millennium users to offer their customers a
higher level of customer service by letting them access the customer
service center via phone or Web, whichever is more convenient. The goal is
improving customer satisfaction, strengthening customer loyalty and
enhancing a company's competitive position.
No. 517, www.ccsmag.com/freeinfo
Sagent Introduces Agent Solutions Version 4.2
Sagent Technology, Inc., a real-time e-business intelligence
solutions supplier, recently introduced Sagent Solution version 4.2. The
new release integrates Sagent's end-to-end e-business intelligence
platform with value-added content and domain specific analytic
applications. The solution is intended to deliver improved customization
of Web applications, provide support for the application service provider
(ASP) market and facilitate multinational deployment for global
corporations. Version 4.2 consists of several enhancements to information
delivery for analytic applications, such as: XML-based information
delivery via wireless protocols; active server pages and HTML style
sheets; Web-based prompting for self-service information delivery;
Web-based reports with customizable, data-sensitive hyperlinks;
integration of geographic, business and demographic information from
external sources; and native support for the latest major database
versions. To enable rapid deployment by ASPs, the solution is designed
with wizard-based application management and provides pre-packaged reports
for impact analysis and application performance monitoring. Its modular
architecture allows adding servers while sharing a single application
definition. Designed to provide support for Windows 2000, the Sagent
platform is built on multi-tier architecture meant to enable balanced
application deployment across multiple servers for enterprise-class
scalability, performance and reliability over the Web.
No. 518, www.ccsmag.com/freeinfo
Unica Introduces Affinium Integrated Product Suite
Unica Corp., a producer of analytical CRM and multichannel marketing
automation solutions, announced Affinium, a product suite designed for
companies seeking to implement effective one-to-one marketing and leverage
customer interactions across multiple data sources and touchpoints. The
suite brings together Affinium Model, Unica's data mining and predictive
modeling software; Affinium Campaign, for automated, cross-channel
campaign management; Affinium Interact, for creating personalized,
permission-based e-mail communications; and a new module, Affinium Report,
an open business intelligence reporting framework and Web portal designed
for marketing professionals. Some of these features had been marketed
previously as standalone products. The company said that key to its
ability to integrate multiple channels is its Universal Dynamic
Interconnect (UDI), an architecture and application layer designed to
enable the Affinium suite to concurrently access databases and
"flat" files and share data with all customer touchpoint
systems. UDI eliminates the need for an application-specific data mart and
enables Affinium to operate within a dynamic data environment. The aim is
to provide maximum leverage for existing customer data, accelerate system
implementation and lower the total cost of ownership. Affinium runs in
both Windows NT and UNIX environments and is scalable to multiple servers.
No. 519, www.ccsmag.com/freeinfo
Power Management Software Version 1.7 From Compaq
Compaq Computer Corp. has enhanced its Power Management Software, a CD
that is bundled free with all Compaq uninterruptible power systems (UPSs),
to ease network administrators' tasks for efficiently managing networkwide
power regardless of the operating system. Supporting most popular network
operating systems, the software now supports Linux and offers a
Web-enabled component for Windows NT/2000 environments. The enhancements
are part of Compaq's strategy to create high availability and flexible
shared resources throughout 24x7 and e-business environments. This new
version with LanSafe III is designed to allow IT managers an easier way to
configure and control the enterprise and e-business power framework. The
additions are meant to help network administrators to fully configure all
the networked UPSs, no matter what the environment. The new software
supports current versions of Red Hat and Turbo Laser Linux in both English
and Japanese. For Windows NT/2000 networks, the CD delivers a Web
interface with full UPS configuration capabilities in real-time. The CD
also comes with a Win32 power management console "snap-in" for
Compaq Insight Manager. The new software is backward compatible with all
Insight Manager versions. Other features include load segmenting;
PowerScope, a dynamic, real-time diagram of power activity occurring
within the UPS that shows input/output voltages, available battery backup
time, and battery load capacity; Automatic, Unattended and Prioritized
Shutdown; automatic alerts and statistical logs; and password protection.
No. 520, www.ccsmag.com/freeinfo
Internet Forms Solution From Commence
Commence Corp., a provider of e-business solutions for small- and
medium-sized businesses, announced the general availability of Allure
Forms, the company's Web-based forms solution. Allure Forms is intended to
allow organizations to capture information from their Web site and link it
directly to back-end databases, extending the functionality of traditional
customer relationship management (CRM) and other database applications.
Allure Forms offers a suite of business forms to capture input from the
Web for sales orders, customer surveys, event registration, etc. Allure
Forms uses ODBC and OLE-DB interfaces to automatically integrate
information with an organization's database or other legacy systems. It is
designed to intuitively link an organization's online forms with its
internal business processes, enabling users to automatically capture and
share important customer information across the organization without
manual intervention. It includes a set of customizable, pre-built forms.
Microsoft Word or any standard HTML editor can be used to create any type
of interactive form and place it on a Web site. Allure Forms flexibly
supports all types of database fields, including text, numbers, dates,
times and HTML fields, such as checkboxes, radio buttons, list-boxes,
drop-down lists and large text fields. Customers simply enter the
necessary input and click "submit." A data verification feature
ensures that all information entered is accurate and complete.
No. 521, www.ccsmag.com/freeinfo
Unison 4.1 Available From Davox
Davox Corp., a developer of customer interaction management solutions,
announced the availability of Unison 4.1, the next generation of its
outbound campaign management solution. Unison 4.1 offers a variety of new
features and functions designed to enable better management of online
customer contacts, enhance customer service and improve agent
productivity. Unison automates the outbound customer communications
activities within a contact center, integrates with existing voice and
data systems, manages outbound and call blending applications, and
provides productivity tools to increase the number of calls handled and
the quality of each outbound customer contact. Among the enhancements in
Unison 4.1 are Web call-back, domestic ISDN support, expanded third-party
call logging support (adding e-talk and Eyretel call loggers to its list
of supported devices) and enhanced switch support that extends Unison's
inbound and outbound call blending to users of Rockwell Spectrum TAPI,
Lucent MAPD and Nortel Symposium 1.5 switches. The outbound customer
contact features within Unison 4.1 are also available as one of the
modules within Davox's Ensemble customer interaction management suite.
Ensemble consists of several integrated software modules for managing
inbound and outbound customer contact, generating real-time and historical
reports and providing customer information to agents.
No. 522, www.ccsmag.com/freeinfo
Purple Sales Force Automation Tool
Purple Solutions, Inc. announced availability of its PurpleCRM 1.0
sales force automation tool designed to integrate with both Microsoft
Outlook and Exchange Server. PurpleCRM, targeted at mid-sized enterprises,
is intended as a cost-effective, off-the-shelf CRM solution that
eliminates the need for salespeople to switch between their sales force
automation (SFA) tool and their messaging tool for contact and sales data,
e-mail, tasks and calendar. PurpleCRM provides several SFA functions,
including sales forecasting and performance and opportunity, channel and
competitor management. The solution also replicates SQL server-based data
for use with Microsoft Office and includes an import/export function that
permits its use with other CRM products. It features an intuitive
interface that runs on readily available technology and addresses a market
need for CRM functionality at a competitive cost of ownership. The product
is based on Microsoft technologies, including Office 2000 (including
Outlook and BackOffice Server 4.5), SQL Server 7.0, Exchanger Server 5.5,
Windows NT/2000 and Internet Information Server 4.0.
No. 523, www.ccsmag.com/freeinfo
Fulfillment PLUS Introduces Interactive Service and
Fulfillment Solution
Fulfillment PLUS, Inc. (FFP), a provider of turnkey e-commerce fulfillment
solutions, introduced its interactive customer service and fulfillment
solution for e-business. Designed to enhance consumer loyalty for
"dot-com" merchants, FFP's technology-based solution provides
online order fulfillment and personalized customer care. By integrating
Web technologies, automated business processes and a customer service
quality program, FFP's offering is intended as a comprehensive back-end
solution that is capable of handling the scale and complexity of the
Internet. With its real-time order fulfillment software system, FFP
manages the physical logistics of delivering merchandise to cybershoppers.
The system can process high volumes of orders daily and regulates
inventory management, shipment tracking and merchandise returns
management.
No. 524, www.ccsmag.com/freeinfo
.Daisytek International Corp. named Ralph W. Doherty
executive vice president of worldwide team development. He will lead the
company's management team in its strategic planning process. Doherty
previously served as president of Pebblebrook Consulting, Inc.
Brian S. Dean was named vice president of marketing at ViewCast.com,
Inc. a provider of Internet and networked video solutions. Dean comes
to ViewCast.com from Vela L.P., where he was vice president of strategic
marketing.
Enablx, Inc., a supplier of on-site, outsourced systems for
customer transaction management, appointed Victor P. Arata vice
president of technical operations. Arata was most recently with Monitel
Products Corporation.
myNetsales.com, Inc., a provider of Web-based, sales force
automation solutions, announced that Barry Cottle, chief operating
officer for wireless Internet solutions at Palm, Inc., has joined its
board of directors. The company said that Cottle's experience in
pioneering interactive content and programming and his knowledge of the
wireless market will bring benefits to myNetsales.com's vision for
Web-based and wireless sales force automation/customer relationship
management.
ISC, Inc., a consulting and software development firm
specializing in customer interaction center workforce management
solutions, announced that Eugene P. Connell has joined the company
as president. A veteran executive in the telecommunications industry,
Connell was most recently chairman of Lynch Interactive Corp.
Digital Focus has appointed John Fraser vice president of
business development. Fraser joins the company from Anderson Consulting,
LLP. As a result of its expansion, Mark Rubin was named to head up
Digital Focus's new San Francisco Client Center. Rubin, a Digital Focus
Client Partner, was formerly with Andersen Consulting. Also, Mike Kless
was named director of business development for its new New York City
office. Kless comes to the company from Rave Software Solutions, where he
was director of sales and marketing.
ServiceWare, a provider of e-Service solutions, named Lisa
Neal-Graves chief technology officer. Neal-Graves joins ServiceWare
from Chase Manhattan Bank, where she served as senior vice president for
HR service delivery operations. She will oversee ServiceWare's product
development, including product integration with other partners' solution
suites, research and development of new technologies and defining the
technical vision of the company.
ASD Systems, Inc. announced the appointment of Rick Troberman
as executive vice president of sales and marketing. Troberman was most
recently with Sterling Commerce, Inc., where he served as senior vice
president of Americas sales.
Davox Corp., a developer of customer contact solutions,
appointed Michael J. Provenzano, III to vice president of finance
and chief financial officer. Provenzano, who has been serving as the
company's corporate controller, replaces John Connolly, who has left the
company to pursue other interests. Davox also named Peter Gyenes to
its board of directors. Gyenes was chairman, president and CEO of Ardent
Software, acquired by Informix Software in March 2000.
Swallow Information Systems, a provider of business-to-consumer
customer management solutions, announced three senior-level appointments. Peter
Reynolds was named chairman of Swallow Ventures. Reynolds most
recently was chief executive officer of Wilshaw. Debbie Hick was
appointed managing director, joining the company from Aspect
Communications, where she was director of consulting services for Europe,
the Middle East & Africa. Current managing director, Andy Hunter,
was promoted to chief executive officer. Hunter will concentrate on
expanding the company throughout the U.S. and other markets. Additionally,
Tom Vadeboncoeur joins as group marketing consultant. Most
recently, Vadeboncoeur was executive director of customer marketing for
Europe and vice president of The Coca-Cola Company, Greater Europe Group.
Call Sciences, a provider of unified telecommunications
management services for wireless carriers, announced the appointment of Michael
R. McCoy as president. McCoy joins Call Sciences from Timeplex
International, where he served as CEO.
Primus, a provider of eCRM solutions, announced the appointment
of Kristopher C. Klein to vice president of professional services.
Klein joins Primus from Arthur Andersen LLP, where he was senior manager
of business consulting. Jacek H. Sadkowski was promoted to vice
president of engineering. Sadkowski, who joined Primus in January upon the
completion of its acquisition of 2order.com, was previously vice president
of product development.
Layton Schaelling was named certification and assessment
director by ThinkService, Inc., a membership association for
customer service and support professionals. He will manage certification
partnerships, individual certification programs and site certification
programs. Schaelling comes to the company from Galton Technologies, Inc.,
where he served as certification business consultant.
Lightbridge, Inc., a provider of CRM solutions for
communications service providers, appointed Harlan Plumley its
chief financial officer. Prior to joining Lightbridge, Plumley was chief
financial officer and vice president of finance for Marcam Solutions, Inc.
Also, the company named Andrew G. Mills, chairman of Intego
Solutions, to its board of directors.
InfoCision Management Corporation announced three key management
promotions: Carl Albright to senior vice president of call center
operations, Todd Grable to vice president of marketing for
InfoCision's political division and Catherine Beyer to vice
president of marketing for the religious fund-raising division.
Telecorp Products, Inc., a manufacturer of call center hardware
and software solutions, announced that Kathleen Norton-Shock was
named director of marketing, with responsibility for all domestic and
international marketing and product management activities. Norton-Shock
was branch sales director for Knowledge Alliance, Inc. Darren Kretz
joins the company as director of sales. Kretz was most recently regional
business manager for 3-Com Corp.
David Bronson was named chief financial officer of Digineer,
Inc., an Internet professional services company serving the
health-care industry. Bronson was most recently with VWR Scientific
Products, where he served as CFO and senior vice president of finance.
Ascendant Solutions, a provider of customer relationship
management, order management and fulfillment software and services,
announced that president David E. Bowe was appointed chief
executive officer of the company. Prior to joining Ascendant, Bowe was
president of U.S. Housewares Corporation, a privately held consumer
products holding company. The company also announced that Kevin P.
Yancy has been named chairman of the board of directors. Yancy has
served as a director of Ascendant since March 1999 and was president of
Spyglass Equities, Inc., a private equity investments affiliate of The
Staubach Company. Ascendant Solutions' founder, Norm Charney, has
been named chairman emeritus of the company.
Lightning Rod Software, Inc., a provider of real-time customer
interaction solutions for e-businesses, announced the appointment of Jeffrey
D. Skie as chief financial officer. Prior to joining the company, Skie
was of director of finance at Gelco Information Network.
Switch & Data Facilities Co., a network provider of shared
infrastructure facilities for applications service providers, appointed James
C. Weller vice president of carrier relations/sales. Weller was most
recently vice president and director of wholesale services at e.spire
communications.
Paragon Marketing Services, Inc., a customer contact and
teleservice firm, appointed Elaine Walsh to the newly created
position of chief operating officer. Walsh formerly served as the vice
president of sales and service with The Home Shopping Network.
Tellabs, a provider of optical networking, next-generation
switching and broadband access systems, named Anders Gustafsson
vice president and general manager for Europe, the Middle East and Africa.
Before joining Tellabs, Gustafsson served as vice president and general
manager for Motorola's European network solutions division.
FULLeCOM, Inc., a provider of e-commerce transaction and
fulfillment services, appointed Tom Buffum as director of
logistics. Most recently, Buffum was with Mars, Inc., where he served as
director of logistics for Kal Kan and Uncle Ben's Rice.
Genesys Telecommunications Laboratories, Inc., an independent
wholly owned subsidiary of Alcatel, announced the appointment of Joanne
Parker-Buchanan to director of sales for the Northwest region of the
United States. Previously, Buchanan led Hewlett-Packard's customer
relationship management operation, including HP's customer contact center
solution, HP Smart Contact.
David M. Norris was named chief technology officer for DotsConnect,
the e-payments subsidiary of Total System Services, Inc. Prior to joining
DotsConnect, Norris was a founding member of USWeb/CKS, an Internet
professional services firm.
infoUSA, a provider of proprietary business and consumer
databases and Internet marketing solutions, appointed Steve Anderson
to the post of chief executive officer of VideoYellowPages.com. Anderson
was most recently chief operating officer for Creative Computer Solutions.
Broadband service provider Digital Access, Inc. appointed Stephen
J. Rabbitt as its president and chief operating officer. Rabbitt
recently served as senior vice president for consumer telecommunications
services at Cablevision.
Gabriel And TriVergent To Merge
Gabriel Communications and TriVergent Communications, two facilities-based
broadband communications companies, announced their intent to merge and
create what they termed a super-regional integrated communications
provider. The combined companies have plans to develop networks in 40
markets in 16 Midwestern and Southern states by the end of 2001.
TriVergent and Gabriel are currently operational in a total of 16 markets.
They expect that the combined company will be in at least 30 markets and
will have approximately 350 collocations in service by year-end 2000.
Currently, both organizations are rolling out operations in additional
markets as state-of-the-art switches are installed and as they complete
the rollout of DSL services in their respective markets (Gabriel in the
Midwest and TriVergent in the South). Both companies provide a broad range
of dedicated broadband Internet access products, Web services, and local
and long-distance telephone service.
Merkafon To Acquire Texas Call Center From Access
Merkafon International, Ltd., an integrated direct marketing company in
Mexico, announced that it agreed to acquire Access Worldwide's call center
in Plano, Texas. Access Worldwide is a U.S.-based ethnic direct marketing
company. Merkafon said that the acquisition greatly expands its U.S.
presence, providing the opportunity to offer more teleservices and
customer services to U.S. companies seeking to reach the Hispanic market,
both in the U.S. and abroad. The Plano operation will be renamed Merkafon
International. The 300-workstation center will be backed by Merkafon's
main facility in Monterrey, Mexico, connected via a digital CTI network.
Merkafon said that, within six months, Merkafon International will be
re-engineered as a Web-enabled call center, allowing for full media
integration in sales support and customer service.
Pivotal Inks Simba Deal
Pivotal Corp. announced that it signed an agreement to acquire Simba
Digital Conversations, a division of Simba Technologies Inc. Simba Digital
Conversations develops e-marketing analytics solutions designed to provide
companies with insight into the interests and needs of Internet customers.
Pivotal expects that the combination of its eRelationship 2000 solution
with Simba Digital Conversations' technology will improve the way business
relationships are conducted over the Internet. The Digital Conversations
technology is designed to help companies transform multiple Internet
activities such as e-mail messages, Web chat sessions and Web site surfing
into a single, integrated "digital conversation." The company
intends to make the technology available on a stand-alone basis and
integrated with its eRelationship 2000 and eSelling 2000 product suites.
The acquisition is subject to both regulatory and shareholder approvals.
MCK Acquires Digital Techniques
MCK Communications, a provider of solutions to enable the delivery of
business-quality voice over existing and next-generation networks,
announced its acquisition of Digital Techniques, Inc. (DTI), a developer
of PBX applications and enhanced peripherals. DTI provides MCK with
significant PBX protocol technology and expertise that the company will
use to enhance its suite of PBX products. MCK said that the purchase
strengthens its market position by enabling it to offer additional
applications, such as call recording and IP consoles, in conjunction with
its PBXgateway product and offer new and innovative solutions to the
enterprise and ASP marketplaces. DTI will become MCK's Applications
Business Unit. DTI's president and CEO, Ross LaBarbera, becomes vice
president and general manager of the unit, reporting directly to MCK
president and CEO, Woody Benson.
eMation Gets Intuitive
eMation, an Internet infrastructure solutions provider, announced the
acquisition of Intuitive Technology Corp., a supplier of Internet
technology for the manufacturing industry. eMation said that the addition
of Intuitive strengthens its market position as a provider of Internet
technology to end users in industrial automation, and enables it to
furnish a common Web interface for all major software and hardware
provisioners and all major legacy systems. Intuitive Technology
Corporation provides client/server technology and Web-based, data-driven
real-time graphics to the manufacturing industry with its @aGlance product
family, a multiplatform, client-server enabling technology for furnishing
real-time process manufacturing data. Intuitive Technology Corporation was
integrated into eMation operations and will continue to operate out of
Marlborough, Massachusetts.
Convergys Acquires MAXWorldwide To Expand CRM Offerings
Convergys Corp. announced the acquisition of MAXWorldwide LLC, a privately
held company that designs and operates customer loyalty programs.
MAXWorldwide became part of Convergys' Customer Management Group.
MAXWorldwide offerings include program development, systems
implementation, recruitment, staffing and training, marketplace
communication, execution, customer feedback and program evaluation. The
company also creates customized Web pages that offer a graphical
presentation of typical Web help information combined with help desk
services available by telephone. The company provides contact center
experts (such as mechanics, home maintenance and repair specialists and
nurses) to give assistance through a variety of specialized customer
loyalty programs to clients in diverse industries. Convergys will use
these capabilities to expand its customer relationship management (CRM)
solution set. Convergys Corporation furnishes outsourced, integrated,
billing and customer care services.
Prologue To Buy Artisoft's Communication Software Group Assets
Artisoft Inc., a developer of software-based phone systems, has signed an
agreement to sell its Communications Software Group's (CSG) assets to
Prologue Software Group. With this sale, Artisoft has completed its shift
to focus on the computer-telephony market. The company said that it will
now maximize its efforts in working with its customers and partners to
capitalize on the significant end-user demand in this market. Prologue,
headquartered in France and a long-time player in the field of multi-user
systems and the Thin Client concept, has acquired CSG assets to step up
its presence and product offerings in North America.
Akibia Formed As Total eCRM Solutions Provider
Polaris Service, a supplier of infrastructure reliability services, and
Polaris Solutions, a provider of Internet-enabled customer relationship
management (eCRM) consulting, have combined to form Akibia, Inc. Akibia
will provide total eCRM solutions, from initial implementation to ongoing
consulting, support, hosting and maintenance. The new company said that it
is positioned to capitalize on the continuing adoption of eCRM
applications and the growing attractiveness of the application service
provider (ASP) model. To maintain and support an eCRM solution and related
infrastructure, Akibia has created a series of offerings called
flexHosting. flexHosting allows customers to choose the level of support
they need in any given area, including application, operating system and
hardware support, hosting, remote and on-site end-user support, systems
and application administration and training. Akibia has developed the
RightNow approach to ensure that an eCRM solution fits the specific
business needs of the customer while still being delivered at an
accelerated pace.
Xchange To Acquire CustomerAnalytics
Xchange, Inc., an eCRM software solutions provider, agreed to acquire
privately held software and services provider CustomerAnalytics. Upon
completion of the acquisition, Xchange will integrate CustomerAnalytics'
EnAct, a planning application for frontline customer contact, into its
eCRM solution suite, Xchange 4.0. Xchange believes that EnAct will round
out its marketing offering and fill a need in the eCRM space by creating a
planning tool for local customer interaction that can be integrated back
to the centralized single customer view at the enterprise level. Xchange
said that it expects the acquisition to add to its pool of expertise,
stating that CustomerAnalytics possesses an outstanding sales management,
best practices and behavioral change consulting and services organization.
Telemesser Goes e-go Centric
Comverse Technology, Inc., a supplier of software and systems for
network-based enhanced services, announced that its subsidiary, Telemesser,
will merge with U.K.-based e-go systems plc, an applications service
provider of IP-based unified messaging and access services for the
enterprise market. Upon completion of the merger, Comverse will own
approximately 30 percent of the combined organization, which will operate
under the e-go brand. The complementary nature of both companies' products
and skill sets led to the merger talks. Comverse said that, as a result of
the merger, the new company is well positioned to benefit from the
expected growth in the ASP-based enterprise unified messaging market. Ian
Roberts, CEO of e-go systems, will become CEO of the combined company
while Telemesser's president, Atzmon Lifshitz, will become its chief
operating officer.
HDI And HDPA Combine Membership Base
Help Desk Institute (HDI), a membership association for service and
support professionals, announced that it combined its membership base with
Help Desk Professionals Association (HDPA), an organization whose mission
is the advancement of the technical support profession. The combined
membership base exceeds 6,500 globally and 4,000 in North America. Ivy
Meadors will serve as chairperson for the combined membership
organizations for the next year (June 2000-June 2001). As the newly
appointed chairperson for HDI, Meador's first initiative is the formation
of an advisory board consisting of eleven volunteer members from HDI's
local chapters and other key industry representatives. Ron Muns, who
previously held the title chairperson, will work with Ivy during her term.
Muns will focus his efforts on the parent company, ThinkService, Inc. Help
Desk Institute will continue to publish HDPA's e-mail newsletter, e-Sharings,
which discusses current issues affecting the support world.
NextOffice.com Unveils Online Office Design And Furnishings
NextOffice.com, Inc. launched its business-to-business e-commerce solution
for acquiring business furnishings on the Web. Targeted at the small to
mid-sized business market, the NextOffice.com site aims to provide a
simple and convenient way to design workspaces and purchase or rent
commercial-grade office furniture online. NextOffice.com is intended as a
'one-stop shop' for businesses, combining online ordering convenience,
innovative space planning and design tools, and a national network of
delivery and installation services. NextOffice.com organizes product
selection into five categories: the Corporate Solutions Store, which helps
furnish large office environments; the Value Center, offering practical
values and prices on selected items;�the Design Gallery, which contains
modern and unique designer pieces; the Home Office Store, for outfitting
home offices and offices with a few employees; and the Rental Center,
which offers an alternative to buying office furniture for furnishing
temporary offices or tradeshow booths through an exclusive agreement with
CORT Furniture Rental.
WhiteCross Shifts to ASP Business Model For Analytical Applications
Offering a solution for detailed performance analysis for businesses,
including e-commerce and telecommunications, WhiteCross Systems announced
its capabilities as an application service provider (ASP). WhiteCross
assists companies with the task of analyzing large amounts of customer
loyalty data. Using a high-speed, complex data analysis system, WhiteCross'
ASP solution (WX/ASP) creates analytical applications and reports that are
defined by the customer and designed by WhiteCross' consultants, who
provide feedback on the analysis. The reports detail consumer, market and
product information obtained from Web logs, call detail and other data
sources. The analyses and recommendations are intended to help businesses
gain a better understanding of consumers and promote improved customer
relationships and optimization of their offerings.
Neuromedia Name Change
Neuromedia, Inc., a provider of software and services to create automated
natural language customer representatives for eCRM, announced it has
changed its name to NativeMinds, Inc. The company said the new name
reflects its focus on supplying software designed to create virtual sales
and service representatives that emulate human customer service
interaction online. Virtual Representatives are automated online
personalities that engage and support customers on the Internet in the way
that they are accustomed to at brick-and-mortar companies; namely, two-way
conversation with sales representatives using plain English.
Compco Launches MySoft.Net
Compco, a provider of telecommunications management software, announced
the launch of MySoft.net, a Web-based telemanagement solution.
MySoft.net's suite of integrated Web applications is designed to enable IT
and telecommunications managers to provide customer relationship
management, paperless call accounting and resale, "self-service"
work order provisioning and help desk, facility and asset management for
voice/data networks. Functionality is delivered over the Internet or a
private Intranet, making the application accessible anywhere on the
network. Oakwood Systems Group, Inc., a technology consulting firm and
Tier One Level Microsoft Certified Solution Partner, assisted and enhanced
the design and development of the application.
Usha Billing And Customer Care Chosen By PRT
With the rapid deregulation of the Puerto Rican communications market
allowing challenges from competitors, the incumbent provider, Puerto Rico
Telephone (PRT), has selected Usha Communications Technology as their
solution provider for billing and customer care. Serving approximately 1.5
Million subscribers, Puerto Rico Telephone was recently privatized as part
of the market deregulation. PRT chose Usha's software solutions with the
expectation of offering more flexible billing services, packages and
capabilities to its corporate and residential customers. PRT said Usha's
database independence allowed it to conform to IT standards and the
advanced rules-based packaging capability meant that it could implement
itself, without programming.
TeleService Resources Renamed
TeleService Resources changed its name to OnPoint. The company said its
new name will more clearly identify it as a provider of integrated,
multichannel CRM solutions. The name change also signals the completion of
a corporate re-engineering program through which OnPoint deployed a new
business strategy, diversified its service offerings and streamlined its
infrastructure. OnPoint's CRM solutions include inbound and outbound call
management, interactive voice response and Web-based communications tools.
HDI Introduces Star Series Certification Training Course Program
Help Desk Institute (HDI) announced that it has offered preparatory
courses for all three levels of its Star Series Certification program. HDI
developed new courses and restructured the content of several existing
courses to focus on the objectives for Help Desk Analyst (HDA), Help Desk
Support Engineer (HDSE) and Help Desk Manager (HDM). Each of the Star
Series certification levels measures a specific set of core competencies.
Help desk analysts are measured on five primary areas, including people,
technology, process and problem solving. Help desk support engineers are
tested in nine areas, including contingency planning, communications,
customer services, problem solving, teamwork, ethics, human resource
issues and technical and process management. The test for help desk
managers focuses on seven areas, including strategic management, business
knowledge, relationship management, disaster recovery, technical process
management, professional development and organizational leadership.
Kana Provides Solutions For 800 Support
Integrated e-business solutions provider Kana Communications Inc.
announced that 800 Support is leveraging several of its solutions. 800
Support, operator of Web-enabled and telephone-based customer support
contact centers and end-user help desks, is using Kana to enhance customer
service and technical support over the Internet. 800 Support combines Kana
Response, a Web-based customer service solution, Kana Assist, an online
self-service solution, Kana Forms, a Web-form communication technology and
Kana Classify, a scalable artificial intelligence technology, with 800
Support's own ePath suite of Web-assisted services. ePath integrates
personal e-mail, text-based chat, instant messaging, self-service,
customer satisfaction monitoring and other Web-based collaboration
technologies with the human support agents at 800 Support.
France Telecom To Acquire Orange
France Telecom announced that it has agreed to acquire Orange from
Vodafone. France Telecom said that the acquisition is a major step in the
fulfillment of its strategy and gives it a strong position in the United
Kingdom, Europe's second-largest telecommunications market. The company
said that the combination of Orange, Itineris and its other wireless
businesses under the name Orange ("New Orange") is expected to
create a pan-European wireless provider with the elements needed to be a
leader in the global development of the wireless industry. New Orange is
expected to have around 30 million subscribers by year-end. Michel Bon,
chairman and CEO of France Telecom, commented that "the acquisition
of Orange and the creation of New Orange is a major step in France
Telecom's international strategy to become a European leader and global
player (in wireless telecommunications)."
Telekom Austria Opts For varetis Solution
Munich-based varetis AG, a supplier of directory solutions for carriers
and information service providers, recently concluded an agreement with
Telekom Austria. Looking to expand its service offering, the carrier
selected varetis AG's fully automatic Reverse Service. Featuring
operator-less functionality, this new directory assistance service
provides the name and address of the desired subscriber within Austria
when a telephone number is entered into the system. Branded IVP-RDIS
(Reverse Directory Inquiry System), the new system is based on IVP
(Intelligent Voice Peripheral), varetis' application platform for creating
automatic voice services. Telekom Austria already uses this platform for
its directory assistance service's automatic telephone number
announcements. The new service is expected to be fully implemented by the
fourth quarter of 2000.
European Call Center Alliance Formed
Recognizing a need for multilingual customer contact centers in different
European language territories, a group of five investment agencies from
across Europe have formed the European Call Center Alliance (ECCA). The
increasing demand for call center services and the difficulties in
recruiting high levels of fluent, multilingual speakers have caused
companies to set up many smaller call centers in a variety of areas. To
take account of different language and cultural alignments, the alliance
is establishing centers throughout Europe to cover specific language
territories. Along with these existing facilities, the alliance intends to
assist companies to re-engineer their customer contact processes and
provide confidential advice concerning location options and available
services in each area.
Ericsson Provides WAP Solutions To China
Ericsson Inc. announced that it signed WAP solution agreements with China
Telecom and China Unicom. China Telecom, having 118 million wireline
subscribers, is shifting its focus to mobile services, Internet service
and content providers. The launch of WAP services is expected to encourage
a large number of Chinese subscribers to connect to the Internet,
send/retrieve e-mail and use other WAP services. The number of mobile
scribers in China is expected to reach 70 million by the end of this year.
Ericsson will supply infrastructure, equipment, software, services and
applications to China Unicom's WAP networks in six provinces.
SLP Into Singapore
France-based SLP InfoWare, Inc., a furnisher of predictive customer
relationship management software, announced the opening of an office in
Singapore as part of its global expansion. The company said that it will
initially focus on the telecommunications industries in the Asia-Pacific
region. However, it also expects that the ability of its technology to
enhance up-selling and cross-selling opportunities by predicting buying
patterns and implement targeted marketing campaigns positions it to
address the CRM needs of e-commerce and mobile e-commerce providers in the
region as well. The Singapore office follows SLP InfoWare's opening of an
office in Boston, Massachusetts earlier this year to spearhead its
strategy to provide solutions to the North American telecommunications,
e-commerce and mobile e-commerce markets.
Startupfactory A Virtual Reality In Finland
Startupfactory, an early-stage value-adding investor focusing on wireless
technology and what it terms a mobile lifestyle market, announced the
opening of its office in Helsinki, Finland. Startupfactory concentrates on
product ideas that integrate a mobile lifestyle, wireless communications
and Internet services. The group said that its international connections,
strategic and technological knowledge and a presence in Scandinavia and
Silicon Valley gives them an advantage that can be translated into faster
launches, improved products, and better management teams. Startupfactory
in Sweden was founded in August 1999 by a group of technology executives.
Startupfactory in Finland was founded in May 2000 when Pekka Lundmark,
formerly senior vice president at Nokia, joined forces with the founders
of the Swedish side of the operation. Both Startupfactory AB in Sweden and
Startupfactory Oy in Finland are subsidiaries of the Dutch holding company
Startupfactory B.V.
TSYS Plans European Expansion
Total System Services, Inc. announced plans to launch a European-based
data center by the end of this year. It signed an agreement with VData
Limited of London, England to provide the necessary space, infrastructure
and environmental components. The company said that this is an important
step in the implementation of its international expansion plan and affords
an opportunity to showcase its technology solutions to the European
market.
Witness Opens In Amsterdam
Witness Systems, Ltd., the international division of Witness Systems, Inc.
a provider of multimedia recording and analysis software, announced the
addition of a new operations base in the Benelux region. The facility is
part of its strategy for capitalizing on the growing international contact
center market. In the Netherlands, 56 percent of the population is
trilingual, creating opportunities to serve a diverse customer base across
multiple languages. Another factor that has led to strong market
conditions is tied to a recent adjustment in employment laws that have
made it easier for contact centers to employ staff on a temporary or
fixed-term basis, thereby creating more resources to fill a growing number
of positions. The Amsterdam office will provide sales, installation and
customer support for Witness Systems' eQuality suite of products. Andy van
Eck joins Witness Systems to manage operations in the new office. Prior to
joining Witness Systems, he worked for Unisys.
Motive For European Expansion
Motive Communications, Inc., a supplier of online customer care solutions,
announced the opening of its first international office and the delivery
of localized versions of its products. Motive began forming its European
operation earlier this year. A team of sales, professional services and
support personnel was assembled and Motive said that it has developed the
expertise and solutions to serve customers across Europe. The office is
located in the United Kingdom, with expansion to other key European
countries scheduled for later this year. To lead its European expansion,
Motive named Bruno Teuber as its European managing director. Most
recently, Tueber served as vice president of Europe, Middle East and
Africa sales with Tivoli Systems.
Digital Focus On East And West Coasts
Digital Focus, an e-commerce consultant firm, opened a "Client
Center" in San Francisco, California. The center houses e-commerce
strategists, technologists and marketing specialists who will provide
support to its West Coast clients. The company also opened an office in
the New York City area to address its growing client base and plans to
transform it into a Client Center in the near future.
ACT Opens Call Center In South Texas
Advanced Call Center Technologies, LLC (ACT) announced the opening of its
second call center facility in Harlingen, Texas. At full capacity, the
call center will employ over 400 telephone support, sales operators and
management personnel. ACT said that the Harlingen location was chosen for
its reputation for a strong work ethic and friendly environment. Its call
center combines the most advanced technologies and provides both inbound
and outbound call services to customers nationwide. The Harlingen call
center combines a Lucent automated dialer, a Nortel PBX, digital voice
recording systems and automated call distributors. These systems feature
sophisticated desktop software applications to provide their clients with
telesales, customer service, collections services and fraud prevention.
Advanced Data-Comm Opens In Wisconsin
Advanced Data-Comm announced the completion of its Ashland, Wisconsin call
center. The site has 48 universal workstations and can be expanded to 100.
Operations recently began with 34 representatives calling on outbound
projects. Local exchange carriers have provided Advanced Data-Comm with
local lines to use for outbound calling. Two T-1 circuits with 24 lines
each are scheduled for installation, which will allow the facility to
handle both inbound and outbound calls. The company said that it chose
Ashland because it offers a workforce possessing a strong work ethic.
Based in Dubuque, Iowa, Advanced Data-Comm has six additional call centers
in the Midwest with 750 workstations and 1,300 employees.
RMH Teleservices Activates Quality Control Center
RMH Teleservices, Inc. announced the opening of a new, 100-seat quality
control center in Sarnia, Ontario that is intended to further enhance
service quality for its 20 call centers in the U.S. and Canada. The
company said its centralized quality control centers, where it establishes
quality standards for each of its clients, generate a value-added
component to their client services and will enable it to provide
additional capacity to support future anticipated growth. The quality
control center's audio recording systems provide tools for recording,
retrieving and evaluating transactions in its call centers, ensure
accurate and timely data transmittal to clients and indicate opportunities
to improve quality at its facilities on a real-time basis, enhancing
overall performance and program results.
Siebel And Quintus Close Marketing And Technology Deal
Siebel Systems, Inc., a supplier of e-business application software, and
Quintus Corp., a provider of contact center solutions for e-customer
relationship management (eCRM), recently announced a worldwide reseller,
marketing and technology alliance. The goal of the alliance is to combine
the companies' technology and channel strengths in e-business solutions to
better enable organizations to acquire, serve and retain their customers.
Under terms of the agreement, Quintus will market and sell Siebel
eBusiness Applications in conjunction with Quintus eContact through
Quintus' worldwide sales force and distribution channels; Siebel Systems
has licensed Quintus eContact universal queuing technology to add
multimedia queuing and intelligent routing capabilities to future Siebel
eBusiness Application releases; and Quintus has become a Strategic
Software Partner in the Siebel Alliance program, which provides for joint
marketing and sales programs between the companies. Over the next several
months, Quintus will train its sales force in Siebel eBusiness
Applications and will establish a Siebel competency center in its
worldwide technical support and professional service organization. Quintus
said that the alliance formalizes the integration it has been pursuing
with joint customers and strengthens the relationship between the
companies through the reseller and technology agreements.
Instant Partnership With Rockwell
Rockwell Electronic Commerce and Instant Infosystems, a value added
reseller, have entered into a distribution partnership. Under the
agreement, Instant Infosystems will market and distribute Rockwell's
Contact Integration Manager media blending solution, Call Center Studio
agent desktop solution and Transcend, its NT-based, multimedia customer
contact application. The alliance enables Instant Infosystems to add
multimedia contact center solutions to its computer-telephony product
offerings and participate intensively in the expanding contact center
market. The company said that the Rockwell solutions will greatly expand
the capabilities they are able to offer its customers, especially small-
to mid-sized call centers.
Rainmaker Announces Licensing Agreement, Plans New E-CRM
Offering
Rainmaker Systems, a Web-based e-CRM company specializing in
business-to-business solutions for software and other technology clients,
and YOUcentric Inc., a provider of e-business relationship management
software solutions, announced that Rainmaker has licensed YOUcentric's
YOUrelate component-based software platform. As part of a strategic
initiative to incorporate leading component-based technologies into a
scalable, flexible and intelligent Web-based e-CRM solution, Rainmaker
will incorporate YOUcentric's technology into its next-generation
platform. Along with other components and proprietary Rainmaker e-CRM best
practices, Rainmaker sales professionals are expected to gain a unified
profile of customers and an increased ability to share that information
with Rainmaker clients. The new Rainmaker solution will automate routine
sales transactions and allow customers direct access to many sales and
marketing functions. Rainmaker's next generation e-CRM environment intends
to offer increased integration with its client's databases to provide a
unified view of all customer interactions. Rainmaker will be rolling out
e-CRM programs based on the new platform to clients in the second half of
this year, with general availability to new clients by year-end.
Eyretel Teams With Cisco
Eyretel Inc., a provider of contact center recording and analysis
solutions, announced it will be working with Cisco Systems, Inc. to
provide Web-enabled contact center solutions. Cisco made a minority
investment in Eyretel that cements the existing relationship, which
includes Eyretel's appointment to Cisco's CCBU (Contact Center Business
Unit) Technology Partner Program. The move is part of Cisco's strategy to
partner with companies to develop new products for its AVVID (Architecture
for Voice, Video and Integrated Data) program. Both companies expect t the
alliance to enable them to meet the increasingly sophisticated demands of
the customer contact center market. As part of the relationship, Eyretel
is integrating its recording technology with Cisco's Open APIs. This
provides a technology link that will allow Eyretel's eCRM products to work
with Cisco's contact center management solution (ICM), and call manager
solution (CCM), providing customers with an integrated solution for their
customer contact center needs.
Concentric Pairs Up With CELLIT
Concentric Enterprises, Inc., a provider of Web-enabled technology
solutions and services to the contact center industry, announced that it
entered into an agreement with CELLIT, Inc., a developer of contact
management systems software. As part of the agreement, Concentric will
market and sell CELLIT CCPRO in North America and Puerto Rico. CELLIT
CCPRO is a software-based, scalable contact management solution that is
designed to ensure a consistent customer experience across all contact
media, and aims at unifying the multivendor environment found in
traditional contact centers while leveraging a company's existing
infrastructure investment. Concentric said that the solution is an ideal
fit for its customers. Besides technology solutions, Concentric
Enterprises focuses on providing project management, technology and
customer service training programs and script development.
Wyse And FutureLink Agree On Service Provider Pact
Wyse Technology, manufacturer of Winterm Windows-based terminals and thin
client devices, announced a sales and marketing partnership with
application service provider (ASP) FutureLink Corp. FutureLink has chosen
Wyse Winterm 3200LE Windows-based terminals as the preferred platform for
its ASP customers. Wyse will utilize FutureLink's ASP services for
targeted outsourced activities. The Wyse Winterm 3200LE thin client is
designed to meet the needs of task-based workers in collaborative
enterprise environments. Wyse said that it views the ASP model as a
cost-effective and reliable method for information delivery. Wyse cites
the agreement as confirmation of its commitment to the ASP model.
FutureLink said that the combination of Winterm 3200LE with its FutureLink
Desktop and OfficeConnect solutions will expand the options of ASP
customers and provide its customers with easy and affordable information
access.
Kana And Swallow Team For E-Business Solution
Swallow Information Systems, a provider of business-to-consumer customer
management solutions, entered into a partnership agreement with Kana
Communications, Inc., a supplier of online customer communications for
marketing, sales and service. The combined technologies are intended to
provide e-businesses with a multichannel solution for customer contact
management covering all forms of communication. E-businesses will be able
to secure prospects and inform customers by tracking all communication and
construct comprehensive customer profiles. Transaction-related contact
will be automated, customized and managed so that a personalized
acknowledgment can be sent when the transaction is complete, ensuring
orders are accurate, customer expectations are satisfied and the number of
incoming questions reduced. The global partnership also makes Swallow the
first reseller of Kana products in the United Kingdom. Swallow's CHARTER
continuum solution integrates customer feedback received by telephone, the
Web, e-mail, faxes and letters, and supports WAP and SMS. The Kana system
is scalable so that large volumes of e-mail inquiries and complaints can
be managed without affecting service quality and customer information can
be recorded from e-mail traffic. Self-service options allow companies to
minimize the volume of incoming comments.
eShare Inks Agreements With Ericsson And Manta
eShare Technologies, a provider of eCRM collaboration solutions, and
Ericsson Inc., a supplier in the telecommunications and data
communications industry and a call center solutions provider, announced
that they have signed a distribution agreement. According to the
agreement, Ericsson will resell eShare's Customer Interaction Management (CIM)
Suite in Argentina. Ericsson said that eShare's Web-based suite is a
valuable addition to its portfolio of products and services, strengthening
its ability to provide totally integrated multichannel interaction
solutions. eShare said that the alliance enables it to penetrate the
growing Argentine marketplace, broaden its market reach and provide its
solutions through an expanded reseller channel.
eShare also announced a distribution agreement with Triacom-Manta, a
subsidiary of Manta Systems Corporation and a Mexican IT service provider
for contact centers, CTI, e-mail and integrated voice response. Through
the agreement, Triacom-Manta will distribute eShare's products and provide
integration, training and consulting services to companies across Mexico.
eShare said that Triacom-Manta's demonstrated ability to provide
high-quality implementations makes it a valuable team member in eShare's
expansion into the Latin American market.
NICE Joins Microsoft Windows Telecommunications Alliance
NICE Systems Ltd., a provider of digital recording and quality management
solutions for voice, screen, data and video, announced that it joined the
Microsoft Windows Telecommunications Alliance. NICE is a supplier of
recording and quality management solutions for customer contact centers.
Sponsored by the Microsoft Corporation, the alliance program was created
to support software and hardware companies engaged in development and
delivery of Windows-based telecommunications solutions for the corporate
and service provider markets. It provides members with technical and
business development resources while facilitating industry-partnering
opportunities. The company said the alliance enables it to develop
next-generation tools that capture, evaluate, analyze and enhance the
entire customer experience for the enterprise.
InterVoice-Brite, Lernout & Hauspie Enter Into Text-To-Speech
Agreement
Lernout & Hauspie, a provider of speech and language technologies,
products and services, and InterVoice-Brite Inc., a provider of call
automation technology, announced that InterVoice-Brite will integrate
L&H RealSpeak and TTS3000 text-to-speech engines into its unified
messaging applications and call automation platforms. The L&H
RealSpeak engine converts ordinary text into highly intelligible, natural
sounding speech. The availability of L&H TTS engines on the
InterVoice-Brite IVR platform is meant to enable developers to create
sophisticated call automation solutions capable of "reading"
e-mail and other information to callers. In a call center environment,
InterVoice-Brite platforms provide customers access to automated
transactions without requiring the assistance of a live agent.
Telecommunications service providers use InterVoice-Brite platforms to
deliver value-added services such as unified messaging, voice portal,
one-number dialing, and pre-paid calling. The use of TTS technology is
intended to ensure that dynamic data (such as stock quotes, weather
updates and sports information) can be delivered alongside traditional
data sources such as e-mail or Intranet content through the voice
interface. InterVoice-Brite said that the text-to-speech engines will
enhance its unified messaging applications for network service providers,
enabling subscribers without PCs or computing devices to have e-mail
services.
CallCenterCareers.com And BenchmarkPortal Link Up
CallCenterCareers.com, an employment Web site that specializes in the call
center industry, and BenchmarkPortal, the CRM Web site portal that hosts
the Purdue University Call Center Benchmark Research Program, announced
that they have formed a strategic alliance to better serve the call center
industry. BenchmarkPortal will incorporate the CallCenterCareers.com Web
site into its own Web site to provide visitors with direct access to the
employment services offered by CallCenterCareers.com.
CallCenterCareers.com is providing its visitors direct access to the call
center performance enhancement services offered by BenchmarkPortal.
eLoyalty And Nortel Networks To Deliver Customer Loyalty Hosted
Solution
eLoyalty, a business/management consulting and systems integration
organization focused on building customer loyalty, announced an alliance
with Nortel Networks to include its complete eCRM software in eLoyalty's
electronic customer relationship management (eCRM) offering, Loyalty
Foundation. Through this relationship with Nortel Networks' Clarify
eBusiness Applications, Loyalty Foundation intends to provide a
one-stop-shopping approach to the task of integrating and managing
multiple channels of customer interactions. The solution aims to help
contact center representatives answer customer questions easily and
quickly, having a full history of their customers' accounts, visibility to
the contact channels they are communicating in and potential cross-selling
opportunities and customer reports immediately available. Loyalty
Foundation is an Internet-based hosted eCRM solution that helps companies
measure and improve customer loyalty. Clarify eFrontOffice, which is a key
part of the Loyalty Foundation solution, is an integrated CRM and
e-business suite that enables customers to interact with companies through
the medium of their choice.
FMIS And Magic Partner For Simplifying Internet Deployment
Magic Software Enterprises, a provider of application development
technology and business solutions, announced a joint venture with U.K.
software supplier and Magic Solutions Partner, FMIS Limited, to develop an
innovative technology for deploying Internet solutions. Named eNABLER, the
technology is meant to allow non-technical business specialists to quickly
build and deploy Internet applications. Fifty percent of the initial
project costs will be provided by BRITECH, a joint British and Israeli
government-supported fund established to assist commercial and technical
collaboration between U.K. and Israeli companies. The remainder is being
funded jointly by Magic and FMIS. Magic will own 40 percent of the joint
venture, to be called eNABLER Technology Limited. The eNABLER engine will
incorporate built-in intelligence to handle the technical issues of
presenting and interfacing with existing devices, applications and
databases. The need to code complex logic will be replaced with a simple
set of rule-based wizards that will guide the user through the stages of
developing an application template.
AcrossWorld And Navin Ally For Voice Messaging In India
AcrossWorld Communications Inc., a telecommunications network service
provider, has signed an agreement with Navin.com, Inc., a provider of voice over
Internet services, to furnish high-performance network connectivity to
India. The agreement will leverage AcrossWorld's advanced network and
experience in India. AcrossWorld will provide Navin with dedicated lines
to India, giving NavinMail connectivity to all of India from the U.S.
NavinMail will benefit from additional bandwidth and capacity and allow
for expansion throughout India via the existing AcrossWorld network
infrastructure. The agreement is part of Navin's global expansion; service
is soon to be offered in the Philippines, the Middles East, Mexico and
Singapore. Its counterpart Web-based product, eNavinMail, is available on
the Internet.
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