August 1999
Cerebellum Software Acquires OPSoft
Technologies
Unisys To Acquire PulsePoint
Communication
Euro909.com Acquires NetP@rtner Ltd.
ECI Telecom Signs Memo Of Understanding
With Lipman Electronic
Cortelco Systems Announces Merger With
BCS Technologies
Harte-Hanks Acquires LYNQS Newmedia
Tellabs To Acquire NetCore Systems
LHS And XACCT Form Strategic Alliance
Template Software Forms Alliance With
Visual Edge
Remedy Announces Service Suite For
Oracle Applications
Locus Announces Distribution Agreement
With Williams
TeleCommute Solutions Allies With Enron
I-Bus Announces Program With Hammer
Technologies
Bluestone Enlists Merisel As
Distributor
EsupportNow And Delphi Forums
Collaborate
Telemac And Motorola Announce Prepaid
Technology License
The Signature Group Selects IRT's Rapid
Cycle Testing Laboratory
EDS' Centrobe Joins Forces With Call
Interactive
NICE Announces Co-Marketing Agreement
With GeoTel
Lucent Extends OEM Agreement With
Spanlink
AFFINA Opens Multilingual Call Center
AVT Corporation Announces Expansion Of
European Operations
IDT Launches Co-Location Internet
Facility
V-SPAN Opens New Network Operations
Center
ICT Group Announces Expansions
Aegis Expands Client Service Center In
West Virginia
Telerx To Open Corporate Operations
Center
TeleServices Direct Opens Third Call
Center
PriceInteractive Launches Anti-Slamming Service
PriceInteractive has introduced a third-party verification solution that
"double checks" a customer's carrier change order. This enhanced verification
service combines both advanced speech recognition and human verification at a lower cost
of currently available services, according to the company. Third-party verification was
designed to resolve the longstanding slamming issues and reduce additional cost to
carriers, consumers and stockholders. The requirement for third-party verification is
projected to increase exponentially for the local, cable and public utility markets as
deregulation potentially brings slamming to these other industries.
No. 511, www.ccsmag.com/freeinfo
Centralized Marketing Company Introduces Web-Based Training
Packages
Centralized Marketing Company (CMC) has launched a new video-assisted and
Web-based training program for call center employees. The new packages introduce
Performance Maximization Training for Reps and Web-Based Training for Performance
Proficiency, a family of compatible products that features "Genie & the Phone
Phanatics," a New York-based comedy team performing as fictional call center reps in
need of training assistance. By combining entertaining and engaging classroom training
with a technology-based certification tool, these interactive products are designed to
enable companies to experience triple retention: learning retention beyond that of
conventional training, employee retention and customer retention.
No. 512, www.ccsmag.com/freeinfo
TeleSystems Announces Data Base Marketing Tool
TeleSystems Marketing, a provider of client notification services, has
announced the Ultimate Sales Strategy, a solution for database marketing. By using a
customized combination of client notification services such as fax broadcasting, e-mail
broadcasting, voice broadcasting and live telemarketing, TeleSystems Marketing can help
maximize the exposure of a company's products or services to the public in the least
amount of time. TeleSystems can analyze a client's database and target markets as well as
custom build the Ultimate Sales Strategy that fits a particular market. TeleSystems also
specializes in building databases for clients that do not have one of their own. The
company will contact persons or companies that fit within the client's universe of
contacts and get information such as the proper contact person, extensions, fax numbers
and e-mail addresses.
No. 513, www.ccsmag.com/freeinfo
Franklin Telecom Introduces New Data Voice Gateway
Franklin Telecom has introduced the Breeze Data Voice Gateway (DVG) product,
a new two-port addition to Franklin's Bell Weather Gateway family. Like the Tempest Data
Voice Gateway, the Breeze offers advanced voice compression, T.38 relay fax features, as
well as a Windows-based graphical user interface to enable rapid installation and
configuration. The Breeze, which is smaller than a typical desktop modem, can accommodate
either telephone company central office lines, single line telephone sets, fax machines,
PBX extensions or any combination of these lines and devices. The product bundles a WAN
connection, basic rate interface or Ethernet port with an internal router, eliminating
external add-on routers.
No. 514, www.ccsmag.com/freeinfo
LeFort Group Launches Furniture Rental Service
LeFort Group, Inc. has introduced its new service, Station Rent. Station Rent
allows clients to rent call center furniture for six, twelve or twenty-four months
depending on need. The program was designed for smaller start-up companies faced with
staffing and technology costs and larger companies implementing short-terms projects and
applications.
No. 515, www.ccsmag.com/freeinfo
Computer Network Technology Announces Enterprise/Access 2000
Computer Network Technology (CNT) has introduced Enterprise/Access 2000, the
next generation of the company's EAI server that links legacy enterprise applications with
new customer relationship management, e-commerce and enterprise resource planning
applications. Whether these newly deployed systems are custom or packaged,
Enterprise/Access extends their reach to a variety of host-based systems.
Enterprise/Access 2000 embraces Java and includes a new "zero coding" legacy
systems modeling tool that sets a new standard in legacy EAI, an area that has typically
involved significant programming investment.
No. 516, www.ccsmag.com/freeinfo
prairieFyre Introduces CyberACD
prairieFyre has announced availability of its newest product, CyberACD, a
Web-based call center management product for the Mitel SX-2000 and SX-200. CyberACD
leverages the benefits of the Microsoft Distributed Internet Applications (DNA)
architecture. The product allows call center managers to generate reports, view real-time
displays of agents and call processing, perform forecasting and workforce management
functions and control reader boards from anywhere in the world. Security is performed
under the standard Windows NT domain. As each product is a network version with unlimited
clients, there are no extra costs involved when a call center requires more supervisors to
administer the call center.
No. 517, www.ccsmag.com/freeinfo
Judy Lanier Training & Consulting Offers Training Series
Judy Lanier Training & Consulting has engineered a new training service
that can be tailored to call centers entitled "Lunch & Learn Series."
Research conducted by the company has evidenced that adult learners respond better to a 45
to 90 minute session than a full day of training. The Lunch & Learn series was
designed to provide companies with an easy and cost-effective way to train employees with
relevant content in an attention-holding manner. The series contains PowerPoint slides,
teaching modules, participant handouts, audience activities and supplemental resources.
Modules can be customized to fit a company's business needs.
No. 518, www.ccsmag.com/freeinfo
OneLink Announces Business Intelligence Enhanced Service
OneLink Communications, Inc. has announced TeleSmart Packaged, a service
designed and priced as a competitive differentiating customer acquisition and retention
offering for telecom providers to integrate with existing enhanced services. TeleSmart
Packaged is an outsourced, value-added service that carriers can bring to the business
market. It converts customers' raw telecom data into business intelligence for enhancing
customer service, improving operational efficiencies and increasing profits. The service
provides businesses with detailed, visual reports that provide analysis of business trends
and show where and when calls are received geographically, when a busy signal is received,
if calls go unanswered and more.
No. 519, www.ccsmag.com/freeinfo
Advanced Internet Messaging Product Marks Company's Debut
OfficeDomain, Inc., an Austin, Texas-based startup, has brought to market an
Internet messaging portal to compete with traditional portals, telephone companies and
other communications providers. MessageASAP, the company's first product, targets e-mail,
voice mail and fax messaging in conjunction with Internet access. The product, a software
and Internet service combination, is a free product available at www.OfficeDomain.com. The
product is designed to be especially useful for mobile, small office and home office
professionals needing fast access to messages. It was designed to offer an efficient and
cost-effective way to review and respond to messages via any PC with Internet access or by
telephone. Portal access allows registered users to execute a variety of message
management functions from any location without changing any current message access
elements.
No. 520, www.ccsmag.com/freeinfo
Compaq Targets Network Services With New Integrated Program
Compaq Computer Corporation has added another component to its NonStop
eBusiness Solutions strategy. Called Integrity .4.net Solutions, the program integrates
and extends Compaq's capabilities for delivering network-based solutions, particularly
those that converge voice and data on Internet-based networks. Communications service
providers, cable operators, network equipment providers, Internet service providers,
value-added resellers and independent software vendors can all benefit from the
solutions-oriented approach. Products under the Integrity .4.net Solutions banner include
the Intelligent Network Server (INS) Toolset, Integrity Internet Enhanced Services
Platform and the Integrity XC Reliable Signaling Element for SS7 solutions.
No. 521, www.ccsmag.com/freeinfo
TCSI Unveils Catalant Network Management
TCSI Corporation has unveiled Catalant, a network management product
specifically designed to deliver management solutions for next generation network
products. The product allows telecom equipment vendors to preconfigure different
management functions for each new network component on a common platform and at a reduced
investment than that needed by traditional OSS development efforts. Catalant has a
plug-and-play architecture, prebuilt application components and a rapid deployment program
called QuickStart. The product allows users to focus on their core business by providing a
comprehensive, out-of-the-box feature set including fault, configuration, provisioning and
performance management, all designed to integrate into the carrier's operations support
systems.
No. 522, www.ccsmag.com/freeinfo
telecom technologies Announces Availability Of INtelligentACD
telecom technologies has announced the availability of INtelligentACD, a
carrier-centric automatic call distribution system for operator services and large,
network-based call center applications. The product was designed to be suitable for
emerging and incumbent carriers as well as vendors seeking a cost-effective automatic call
routing system that enables providers to offer value-added services to customers.
INtelligentACD can be configured for an application with as few as 20 operator positions
to one that has more than 1,000. Some features include release link trunk capability, call
detail recording, as well as flexible, skills-based agent queuing and routing.
No. 523, www.ccsmag.com/freeinfo
Teradyne Launches 4TEL II UserLink Platform
To further support the advancement of local exchange carriers' network
operations, Teradyne, Inc. has introduced UserLink, the third platform of its 4TEL III
Access Network Maintenance System. UserLink is a software and hardware platform using
expert systems technology to increase the effectiveness of interactions between calling
customers and call center representatives for voice and data (Internet/bandwidth) calls.
The first application of the UserLink platform is Advisor for Guided Fault Isolation and
Guided Repair on ISDN and POTS voice services. Through this application, UserLink guides
customer service representatives to isolate faults in the access network and determine the
appropriate next steps while online and interacting with the calling customer.
No. 524, www.ccsmag.com/freeinfo
Vodavi Delivers STARPLUS 2700
Vodavi has announced the introduction of its STARPLUS 2700 series of business
telephones. The 2700 Series, comprised of five separate telephone models, provides
businesses looking for affordable one- and two-line commercial telephones with a newer,
compact design. The successor to the STARPLUS 2600 series, the 2700 series is compatible
with nearly any key telephone system, PBX or Centrex service. Features of the new series
include handset volume button, single data jack, message wait lamp, 48-digit redial
button, flash button, desk/wall mount options and ringer control switch.
No. 525, www.ccsmag.com/freeinfo
Mosaix Launches High Security Into The Call Center
Mosaix, Inc. has announced the launch of its Mosaix Predictive Dialing System
version 11.0. The system was designed to offer large outbound call centers a C2 secure,
CRM-enabled predictive dialing system. The system includes a "trusted" C2-level
security compliance. A designation of C-2-level trusted means the system meets or exceeds
the government security standards initially developed for military computer systems. To
achieve this level of security, the system provides individual user identification,
prevention of deleted object recovery or reuse, administrative audit trail, object and
process protection and complete documentation.
No. 526, www.ccsmag.com/freeinfo
pc-plus Management Information System Offers New Reporting
Features
pc-plus developers have created an updated version of their Management
Information System (MIS). The new software provides statistics to support billing, invoice
verification, workforce management and service quality maintenance. The updated MIS 5.20
system offers inbound and outbound traffic gateway statistics, which provides telcos the
necessary information needed to bill companies for use of their databases and proof
invoices received for accessing external databases. The MIS also includes a CTI statistic
package which submits figures regarding all services connected with CTI switch technology,
including total program usage and customer wait and handling times. A transaction
statistic package is also included in the program.
No. 527, www.ccsmag.com/freeinfo
Great Elk Introduces Hosted Internet-Based CRM Service
The Great Elk Company has announced the launch of splash-net, a new division
offering a fully functional, Web-based CRM solution for less than the monthly cost of
running a cell phone. splashnet was designed to meet the needs of small- to medium-sized
companies unable to invest the financial and technical resources normally required to
implement serious CRM solutions. splashnet allows corporations to lease space on the Web,
connect all of their CRM users and begin building a comprehensive, secure
"information asset." The information provided and collected can include all
customer contacts, opportunities, forecasts, problem reports and task management.
No. 528, www.ccsmag.com/freeinfo
Viking Introduces New Automated Attendant
Viking Electronics has introduced an affordable, user-friendly automated
attendant that answers incoming calls and allows the caller to self-direct his or her call
to the desired extension or department using a touch-tone phone. Viking Model ACA-1A was
designed to increase call-processing capacity by answering on, or during, the first ring.
It will automatically adjust the announcement cycle to the message length and provide
instant "rewind" for the next announcement. The ACA-1A is a single-port auto
attendant with a user-recordable digital voice announcer and non-volatile memory. It will
answer up to four inbound calls per minute, allowing callers to reach up to nine
departments by entering in a single-digit speed dial access number. Units may be stacked
for larger capacity needs.
No. 529, www.ccsmag.com/freeinfo
ELAN INFORMATIQUE Adds To Its Text-To-Speech Product Line
ELAN INFORMATIQUE, a French provider of text-to-speech technology, has
recently launched two new products: Dagmar, its new German voice, and a new Brazilian
Portuguese version. Both systems allow for the development of applications for e-mail
reading over the phone, talking Web pages, vehicle navigation systems and other
applications. ELAN TTS translates any text into speech, reading IT-generated texts aloud
with the flexibility of natural-sounding speech. Dagmar was created in connection with
ETeX, the company's partner and distributor in Germany. The Brazilian Portuguese TTS, when
combined with the company's Spanish version, gives the user access to all the countries of
Latin America. It was created through a collaboration between ELAN and the CPqD
Foundation.
No. 530, www.ccsmag.com/freeinfo
Locus Dialogue Launches Directory Interface Feature For Liaison
Locus Dialogue, Inc. has announced its Directory Interface feature for
Liaison, The Corporate Speech Recognition Solution, that is designed to increase knowledge
workers' productivity by offering callers speech-enabled access to information and
individuals. The option can help companies simplify voice-activated dialing as well as
reduce system administration by automating updates to corporate as well as personal
directories. To support this feature, Locus is launching a directory interface
certification program. The company will certify key suppliers of directory and contact
management software to implement interfaces with the Liaison Directory. The Liaison
Directory Interface will be offered in two options: The Liaison Corporate Directory, which
offers an open standard for connecting with corporate telecom management software, and The
Liaison Personal Directory option, which provides a way to synchronize an individual's
contact lists with their private voice-activated dialers.
No. 531, www.ccsmag.com/freeinfo
EMS Introduces SpeechACCESS
Enterprise Messaging Services, Inc. has announced SpeechACCESS, a new IVR
speech recognition system that enables two-way telephone communication between people and
computers using natural language. SpeechACCESS is a Windows-based system that provides
continuous conversational human speech, making it possible for organizations to
communicate more easily and efficiently with their customers and employees. The product is
speaker-independent, has an extensive vocabulary potential and can perform complex voice
interactions. SpeechACCESS can also serve as a front-end application for calls requiring
human intervention, gathering preliminary information and then fielding the call to the
appropriate sales or customer service representatives.
No. 532, www.ccsmag.com/freeinfo
Iwatsu Releases AccuCall Pro Call Accounting Program
Iwatsu America has announced the release of AccuCall Pro, a call accounting
system for the ADIX platform of digital telecommunications systems. AccuCall Pro uses call
activity information from the ADIX to monitor system usage and create reports that show
call costs, system abuse or any abandoned calls. AccuCall Pro's real-time monitoring
feature displays call activity on-screen as it occurs. Information such as station
extensions, department groups, trunks, abandoned calls and call costs is automatically
saved in a database every 15 minutes. The database can be accessed at any time to create
summary or detailed reports on call activity.
No. 533, www.ccsmag.com/freeinfo
Information Advantage Releases MyEureka! For Remedy
Information Advantage, Inc. has announced the availability of MyEureka! For
Remedy, a portal-based reporting solution for users of Remedy's Action Request System (AR
System). The solution combines reporting software and a trained consulting staff to assist
organizations with the deployment. MyEureka! For Remedy is the second in a series of
application-specific reporting solutions that Information Advantage plans to release
throughout 1999 and is an approved reporting solution for Remedy's AR System, an adaptable
enterprise solution that serves as the foundation for all of Remedy's applications,
including its Remedy Help Desk application. The solution includes a series of custom
report templates designed to make it easy for non-technical users to report on important
customer service metrics like average resolution time, average response time to inquiries,
first call closure rates and tracking against service level agreements.
No. 534, www.ccsmag.com/freeinfo
Harte-Hanks Direct Marketing has announced the
promotion of Leslie Archey to vice president of retail sales. Archey will
be responsible for new business development and act as the primary liaison between the
company's retail sales organization in Cincinnati and its creative agency, Harte-Hanks
Direct, located in New York City.
Williams Communications Solutions has named Patti Schmigle
executive president and chief operations officer. Schmigle will oversee field operations
and customer services and the company's national technical resource center at its Houston
headquarters. Additionally, Williams has appointed Dan Miller vice
president of finance and administration and chief financial officer. Miller was formerly
corporate controller at Ericsson Inc.
Roy Wilkens has joined the board of Williams Communications
Group, Inc., a unit of Williams. Wilkens was the first president of WilTel
(formerly Williams Telecommunications, Inc.) and served on the National Security
Telecommunications Advisory council, to which he was appointed by President George Bush.
He also served as chairman of the Competitive Telecommunications Association and of the
National Telecommunications Network. Additionally, Williams Communications Group, Inc. has
appointed Scott Schubert senior vice president and chief financial
officer. Schubert joins the company from BP Amoco.
Easyphone has announced the promotion of Peter Kenyon
to chief operating officer and the appointment of Kelly Bevan to vice president, global
marketing. Kenyon formerly served as president of North American operations. Bevan most
recently served as vice president of marketing at Melita International.
NightFire Software has named Jerry Rudisin president
and CEO. Rudisin joins NightFire from Rational Software Corporation, a supplier of
software development solutions.
Witness Systems has announced the appointment of Doug Gisby
as chief technical officer. Gisby will manage all product development initiatives for the
organization. He joins the company from Genesys Telecommunications Laboratories.
Unisource Network Services, Inc. has hired Dale Chellis
as regional vice president for its Chicago office. In his new position, Chellis will be
responsible for overseeing the technology staff, developing and implementing overall
corporate strategy and managing client relations and sales to provide Midwest entities
with implementation of consulting services.
Locus Dialogue has appointed Mary Dunlop president
and chief executive officer. Dunlop formerly served as vice president and general manager
of Nortel Networks Global Call Center business.
Eloquent, Inc. has announced the appointment of John Curson
to chief financial officer. Curson, who joins the company from Truevision, will play a
role in management and guidance of Eloquent's finance and legal organizations.
Andrew "Flip" Filipowski, former founder, president,
chairman and CEO of PLATINUM technology, inc., has joined Bluestone Software Inc.'s
board of directors. Filipowski currently serves as president, chairman and CEO of divine
interVentures.
Pac-West Telecomm, Inc. has announced the promotion of Brian
K. Johnson to senior vice president and general manager of business markets. In
his new role, Johnson will assume end-to-end responsibility over sales, installation and
service of the company's business market offerings.
APAC Customer Services, a provider of outsourced customer care
programs, has named Brad Harslem senior vice president and chief
financial officer. Harslem joins the company from ITI Marketing Services, which merged
with APAC in May 1998.
Joe Davis has been appointed vice president and general manager of Remedy's
Customer Relationship Management (CRM) division. Davis will oversee all aspects
of product development and marketing for the Remedy Customer Relationship Management
Solutions product line.
Lante Corporation as announced the addition of Judith Hamilton,
president and CEO of Classroom Connect, to its board. Hamilton has formerly served in
executive management positions at Dataquest, Inc. and First Floor, Inc.
Naviant Technology Solutions has announced the expansion of its
management team with the appointments of John Gregitis as vice president
of sales and Geof Rochester as vice president of marketing. Gregitis, who
will be responsible for Naviant's current and future partnerships as well as its direct
sales initiatives, comes to the company from PTS Learning Systems. Rochester, who will
spearhead Naviant's marketing efforts, was formerly senior vice president of sales and
marketing at Comcast Cable Communicatons.
Mickey Diamond has been named executive vice president of TeleSTAR
Marketing, Inc., an inbound/outbound teleservices company. Diamond
formerly served as vice president of operations for the company.
Ivan Hodac, senior vice president and head of Time Warner's
Europe office, was nominated chairman of FEDMA (Federation of European Direct
Marketing) by the board. Hodac served two years as vice chair of FEDMA and was involved in
the merger of EDMA and FEDIM, which led to
FEDMA's creation in 1997. He has previously served as secretary general of IFMA/IMACE, a
worldwide and EC trade association.
Kelly Campbell has assumed the role of president of Interface
Technologies, Inc. Campbell succeeds Marshall Brain, who stepped down as
president on July 1 1999. Campbell is a co-founder of Interface Technologies and formerly
served as director of software development.
Quintus Corporation has announced the appointment of John
Burke, former executive president of SAP America, to president of Quintus. Burke
will assume direct responsibility for Quintus' worldwide sales, marketing, customer
service and professional services activities.
Ericsson has announced the appointment of Kurt Hellstr�m
as president of the company. Hellstr�m was formerly executive vice president, Asia
Pacific, for the company. Additionally, Lars Ramqvuist, who is currently
chairman of the board, has been appointed chief executive officer. The two appointments
are in response to the resignation of Sven-Christer Nilsson, former president and CEO.
Cerebellum Software Acquires OPSoft Technologies
Cerebellum Software, Inc., a developer and marketer of application development
platforms based on data independence, has acquired Pittsburgh-based OPSoft Technologies to
develop a channel sales group for marketing the Cerebellum product through strategic
partnerships. OPSoft's president, Susan Parker, will lead Cerebellum's new department as
vice president of channel sales and the company's employees will join those of Cerebellum
at its Pittsburgh headquarters. Cerebellum announced its first strategic partnership with
Keane, Inc. earlier in the year.
Unisys To Acquire PulsePoint Communication
Unisys Corporation and PulsePoint Communications have announced an agreement
for Unisys to acquire PulsePoint, a developer of carrier-class enhanced services solutions
for the communications industry, in a tax-free, stock-for-stock merger. PulsePoint has
developed a "next generation" messaging platform based on Microsoft Windows NT
Server and an open-standards architecture to provide carrier-class performance. Unisys
will use the PulsePoint solutions as multimedia messaging solutions designed for new-breed
communications services providers who are emerging as a result of telecommunications
industry deregulation worldwide and leveraging the convergence of voice and data
networking.
Euro909.com Acquires NetP@rtner Ltd.
Euro909.com, formerly known as Telepartner A/S, has acquired U.K.-based
NetP@rtner, a domain name registrar and distributor of Internet and software solutions
including the Net Nanny series of filtering products. Euro909.com is a Danish holding
company which operates as an Internet solutions integrator, ISP and telecommunications
company providing services and products to businesses and consumers in Denmark,
Scandinavia and Europe. The intent of the acquisition is to enable Euro909.com to branch
its market into greater Europe through the use of NetP@rtner's U.K.-based sales and
marketing teams. NetP@rtner will be renamed Euro909.com but will remain based in the U.K.
ECI Telecom Signs Memo Of Understanding With Lipman Electronic
ECI Telecom Ltd. has announced the signing of a memorandum of understanding
(MOU) with Israel-based Lipman Electronic Engineering Ltd. to consolidate the transaction
activities of the two companies. Under the terms of the MOU, ECI Telecom will receive 16
percent of Lipman shares in exchange for ECI Telecom's transaction transmission business,
located primarily in Calabasas, California. The MOU includes an option for ECI to purchase
up to 8.9 percent additional shares from Lipman upon execution of a definitive agreement
by the companies, targeted 30 days from the date of the MOU. The companies will agree on
ways and means of allowing Lipman to have use of ECI's worldwide offices and facilities in
order to facilitate Lipman's marketing of its products.
Cortelco Systems Announces Merger With BCS Technologies
Cortelco Systems has announced that it has merged with BCS Technologies. As
of the completion of the merger, the new enterprise is operating under the name of
Cortelco Systems, Inc. The company offers a range of voice telephony products to provide
comprehensive, cost-effective communications capabilities for small- and medium-sized
installations in selected vertical markets. Cortelco designs and develops the Millennium
Digital Communications Platform, a flexible communications system that provides
traditional PBX functions with inherent ACD capabilities, as well as performs data, IP and
wireless telephony applications. BCS Technologies, will continue to design and develop the
DSP Series digital switching platform as a subsidiary of Cortelco Systems. The DSP Series
performs ACD operations with full PBX capabilities and is sold directly to call center
users with up to 500 agents. It supports a suite of CTI applications and customer call
center management and reporting packages, as well as routing parameters, skills-based
routing and intelligent announcements.
Harte-Hanks Acquires LYNQS Newmedia
Harte-Hanks, Inc. has announced the acquisition of LYNQS Newmedia, a
developer of Internet and Intranet applications for the financial services, pharmaceutical
and other industries. LYNQS will become part of Harte-Hanks Interactive, a full-service
interactive division formed by Harte-Hanks in April 1999. LYNQS' operations will remain in
the Kansas City area and eventually move to Harte-Hanks' new facility in Lenexa, Kansas.
Harte-Hanks is an international direct marketing company that provides coordinated and
integrated direct marketing services including response management, database marketing and
marketing services. The acquisition of LYNQS will allow Harte-Hanks to provide services to
its customers at the Internet/Intranet levels.
Tellabs To Acquire NetCore Systems
Tellabs and NetCore Systems have announced an agreement under which Tellabs
will acquire NetCore, a developer of carrier-class IP routing and ATM switching solutions
for the new public network. The acquisition of the privately held NetCore will accelerate
Tellabs' ability to help service providers build the new public network � a
next-generation, multiservice network that integrates data, voice and video. NetCore's
Everest Integrated Switch combines IP routing and ATM switching into a single multilayer
device. The intent is a reduction of cost and complexity to enable carriers to provide
Internet, virtual private network (VPN) and other services on a single platform. NetCore's
technology will complement Tellabs' line of optical networking, managed access and
transport systems to accelerate delivery of a range of multiservice IP- and ATM-based
solutions.
Periphonics Joins Sun Microsystems' Java Initiative
Periphonics Corporation has joined the Java APIs for Integrated Networks
(JAIN) initiative led by Sun Microsystems, Inc. Periphonics, whose Voice Processing Series
is built on a Sun-based platform that supports a suite of Periphonics-developed GUI tools
designed with the Solaris operating environment, has joined the consortium in support of
Sun's development of standardized Java interfaces for third-party service creation of
integrated PSTN packet (e.g., IP or ATM) and wireless networks. JAIN is a telecom industry
framework, based on Sun's JavaBeans component architecture, designed to support telecom
services blending Internet, packet network and intelligent network technologies to drive
convergence between traditional voice networks (wireline and wireless) and IP-based data
networks and to enable service portability, allowing service providers to provide the same
telephony services across different networks and delivery platforms.
Blue Pumpkin Announces Workforce Management
Advisory Board
Blue Pumpkin has announced the establishment of the WorldWide Workforce
Management Advisory Board. Formed to identify future trends within customer care and
workforce management and to guide future development of Blue Pumpkin's workforce
management solutions, the advisory board will provide an interactive forum for experts
from other companies to discuss the competitive customer care landscape and to forecast
future industry trends. Members of the newly formed board include technical support and
service directors from such companies as Lucent, Capital One, Parametric Technologies and
Airborne Express.
Sento Deploys "Phoneless" Customer Service Center
Sento Corporation has developed an internal end-to-end, Internet-based
customer contact center solution that replaces the traditional telephone call center. The
new technology, which uses a variety of components from companies such as Cisco and
Genesys, transmits voice and data through a data network and intelligently routes all
incoming inquiries (voice, fax, e-mail, Web callbacks, text chat and voice mail) to an
agent qualified to answer a customer's queries. When the customer communication arrives at
an agent's computer, customer relationship management software provides the agent with
specific account information and history. Sento developed the Web-enabled customer
relationship management tools. Sento's "phoneless" system allows agents to
answer more than 850 calls per day. Currently, 25 agents use the new system. This summer,
Sento will begin rolling out the technology and Web-enabled customer relationship
management tools to the remainder of its 200-person call center in American Fork, Utah.
ntl To Establish Northern Ireland Call Center
ntl Inc., an international communications company, is investing $32 million
to establish a new customer call center operation in Northern Ireland. The new call center
will provide service and support to ntl's customer base in Europe. ntl's executives credit
Northern Ireland's well-educated workforce, good communications infrastructure and
pro-business climate as primary factors in the company's decision to locate the new call
center in the region. New York-based ntl, one of the U.K.'s largest cable companies,
provides Internet access, TV programming and telephone service to two million business and
residential customers in the U.K. and Ireland. The company also provides radio and TV
broadcast transmission services and wholesale network access to telecommunications
operators, cable operators and Internet service providers.
Interactive Intelligence And Cyber Engineering Form Partnership
Interactive Intelligence Inc. has announced a partnership with Cyber
Engineering & Services Pte Ltd to offer interaction management solutions to
enterprises, call centers and service providers throughout Singapore. Interactive
Intelligence's Enterprise Interaction Center (EIC) product is a unified, software-based
solution designed to take the place of proprietary devices such as PBXs, IVRs, ACDs, voice
mail systems, fax servers, Web gateways and CTI middleware systems. As a reseller and
systems integrator specializing in networking and computer telephony technologies, Cyber
Engineering will offer EIC to its customers to help them improve customer service,
increase productivity and decrease cost.
Deutsche Telekom Offers Electronic Billing Solutions Using Amdocs
Technology
Deutsche Telekom AG, a European telecommunications operator, and Amdocs have
announced the completion of an electronic billing presentment project. Deutsche Telekom is
offering the new service to its 40 million residential and small business customers in
Germany who have Internet capabilities. The system, which is now in live production, is
based on Amdocs' www.welf.service product, which is part of the Ensemble set of customer
care and billing products for the telecom industry. The new system will allow all
residential and small business subscribers to sign up for Internet access to their billing
records and have access to bill viewing and the ability to analyze bill information online
through the Internet.
Apropos Announces Entry Into The German And South African Call
Center Markets
Apropos Technology has announced its entry into the German marketplace,
securing its first German distributor agreement with Begin AG, a systems integrator.
Apropos' Total Interaction Management solution will be sold through Begin AG's Customer
Relationship Management division in Germany, Austria and Switzerland, targeting the
financial, manufacturing and retail market sectors. Additionally, the company has
announced a distribution agreement with Software Futures, a South African systems
integrator. The agreement will enable Software Futures' Future Call Enterprise
Relationship Management (ERM) Group to provide Apropos' Total Interaction Management
solution to its customers.
Witness Signs Datapoint As A Software Distributor
Witness Systems has signed a software distribution agreement with Datapoint
(UK) Ltd, a specialist call center systems integrator. The agreement will widen the
channel for Witness and allow Datapoint to expand its existing portfolio of call center
products. Witness Systems is a developer and supplier of customer interaction recording
solutions for contact centers and is highlighted by its flagship WITNESS client/server
quality monitoring application. Datapoint (UK) Ltd serves the call center environment,
offering pan-European solutions, applications and associated independent consultancy and
professional services, partnering call center product suppliers.
Janna Systems Announces CRM Initiatives In The U.K.
Janna Systems Inc. has announced the opening of its first direct sales office
in the United Kingdom, at the World Business Centre in London. Janna also announced the
signing of two more partners, Centurion and Targetfour Limited, as value-added resellers
for Janna Contact Enterprise across the U.K. Janna Contact Enterprise is a scalable,
customer-centric application for managing customer relationships. The new London office
will enable Janna to better service its existing clients while providing opportunity and
support for future business for Janna and its new U.K. partners.
LHS And Alcatel To Deliver Billing And Customer Care Solution In
Egypt
LHS Group Inc. has announced that it has teamed with Alcatel Telecom Software
& Services, Paris, to deliver a comprehensive customer care and billing system to The
Egyptian Company for Mobile Services (MobiNil), Cairo. With support from LHS, Alcatel is
currently migrating the operator's approximately 400,000 subscribers from an earlier BSCS
installation to the latest release of the software, BSCS version 5.21. MobiNil is
partially owned by an investment consortium led by France Telecom Mobiles International
(FTMI). FTMI assumed control of the Egyptian state-owned mobile network in May 1998. Since
then, MobiNil's subscriber base has expanded from 80,000 to approximately 400,000.
AVA Confirmed As Davox Distributor For Holland
Davox Corporation, a developer of customer contact solutions, has announced
that AVA, Advanced Voice Applications bv, will be distributing Davox's inbound software
product line, Concerto, with a focus on providing solutions to inbound contact center
operations throughout the Netherlands. AVA, a call center supplier, is also a distributor
for Lucent Technologies.
Swisscom North America To Offer International Call Center Service
Swisscom North America (SCNA) has announced the offering of a new
international call center service that collects and routes outbound calls to overseas call
center locations. The service has been inaugurated by the JANUS Foundation, a Swiss-based
non-profit organization. The company's international call routing can be designed to the
requirements of the customer. SCNA obtains the customer's toll-free number in the United
States, collects incoming calls and then routes them to specified overseas locations that
can change based on the time of day. The latter feature allows customers to provide
continuous services across multiple time zones.
LHS And XACCT Form Strategic Alliance
LHS Group Inc. and XACCT Technologies, Inc. have announced an alliance to
develop usage-based IP billing solutions. Under the terms of the agreement, LHS and XACCT
will integrate LHS' Customer Care and Billing (CC&B) software, BSCS and XACCTusage.
The integration of the two companies' products is intended to enable service providers to
create accurate, usage-based bills based on a wide range of parameters. LHS' flagship
product, BSCS, is a scaleable, modular client/server billing and customer care system.
XACCTusage provides a single point of interface between the IP network infrastructure and
the CC&B application for usage data collection as well as automated service
provisioning.
Template Software Forms Alliance With Visual
Edge
Template Software, Inc., a supplier of enterprise integration products and
services, has announced the availability of an SAP R/3 connector to the company's
Enterprise Integration Template (EIT) product in conjunction with the formation of a
strategic alliance with Visual Edge Software, a provider of integration software
applications. Additionally, Template announced it intends to offer EIT connectors to other
ERP applications, including PeopleSoft and Oracle Financials, later this year. Template
will integrate Visual Edge's SAP R/3 connector into EIT, allowing SAP R/3 connectivity for
EIT customers who use a variety of industry-standard interfaces, including COM/DCOM and
CORBA. The alliance also calls for the two companies to work together in joint
development, marketing, sales and support activities.
Remedy Announces Service Suite For Oracle Applications
Remedy Corporation, a provider of consolidated IT service desk solutions, has
announced the Remedy Strategic Service Suite for Oracle Applications. The suite was
designed to allow data synchronization, business process synchronization, employee
efficiency optimization and systems management integration between Oracle Applications and
the Strategic Service Suite, Remedy's consolidated service desk applications. The new
suite includes interfaces between the two enterprise application solutions to ensure
support of business-critical systems and directly reduce operating costs. It was designed
to offer customers the infrastructural resource management support required to keep their
ERP systems at peak efficiency and the means of resolving end-user requests for help in
using these applications.
Locus Announces Distribution Agreement With Williams
Locus Dialogue Inc. has signed a distribution agreement with Williams
Communications Solutions, a provider of integrated enterprise network solutions. Williams
will become the largest North American distributor of Locus' advanced speech recognition
product, Liaison. Liaison is a stand-alone ASR application system that answers, transfers
and dials incoming, outgoing and internal calls.
TeleCommute Solutions Allies With Enron
TeleCommute Solutions (TCS), a network service provider for corporate
telecommuting programs, has announced it will deliver application services and streaming
rich media to the desktop via its IP network (NetWorX) through Enron Communications'
Intelligent Network (EIN). EIN and the ePowered application services it delivers can
bolster the value of TCS' NetWorX offering by delivering collaborative computing tools to
the desktops of remote and office workers. Access to these services can further enhance
workplace productivity by reducing business travel time and costs while magnifying
distributed teamwork efforts via real-time collaboration tools. The Enron Intelligent
Network is embedded with InterAgent software, an intelligent messaging technology that
enables Enron's existing Pure IP fiber-optic network to deliver rich media application
services.
I-Bus Announces Program With Hammer Technologies
I-Bus, Inc. has announced it has entered into an agreement with Hammer
Technologies. Under the terms of the agreement, I-Bus will supply integrated PC platforms
for Hammer's advanced test system load simulator, including the VoIP test suite. Hammer
Technologies provides solutions for testing of integrated telecommunications systems and
services. Hammer's systems are used by developers of computer telephony, advanced
switching and enhanced services systems. I-Bus is an ISO 9001 certified company which
designs, manufactures and supports CPU boards, backplanes and enclosures based on passive
backplane and CompactPCI technology for industrial-grade computer systems. I-Bus offers
customized services focused on meeting the needs of OEMs, including purchasing
partnerships, stable supply, configuration control, complete system integration and test
services.
Bluestone Enlists Merisel As Distributor
Bluestone Software, Inc. and Merisel Inc. have announced a strategic
partnership that establishes Merisel as a top-tier distributor of Bluestone Application
Server products. Merisel will actively inventory all Bluestone products, including
Sapphire/Web and Bluestone XML Suite. As a result of the partnership, Bluestone taps into
Merisel's established network of value-added resellers and systems integrators, all of
whom can potentially develop and deploy enterprise solutions based on Sapphire/Web and XML
Suite.
EsupportNow And Delphi Forums Collaborate
EsupportNow (eSN), an outsource provider of Internet-based customer service
and e-commerce sales and support solutions, has announced it will collaborate with Delphi
Forums to offer members live online customer service. Delphi Forums is a provider of
interactive discussion forums for both individuals and major destination sites on the
Internet. By outsourcing interactive customer support through eSN, Delphi Forums is
attempting to simplify its online experience while increasing members' comfort with the
site. To accommodate new users registering daily on the Delphi Forums site, eSN's reps are
available throughout the day for live assistance. eSN trains NowReps, specialized Internet
customer service professionals, to answer questions that arise. NowReps assist Delphi Forum members in new member registration,
member log-in and creation of new forums. NowReps will also manage inbound and outbound
e-mail.
Telemac And Motorola Announce Prepaid Technology License
Telemac Corporation and Motorola, Inc. have announced they have entered into
a licensing agreement to integrate Telemac's prepaid software into Motorola's analog and
digital phone handsets. Telemac Prepaid Technology reduces an operator's cost of offering
a prepaid program by eliminating most hardware and software, as well as the traffic
associated with requests for updated billing information. Prepaid Technology offers
multiple tariffs and roaming capabilities. Under the arrangement, Telemac and Motorola
will initially integrate Telemac's IMA Module into select Motorola GSM phone handsets as
well as potential future wireless Motorola handsets.
The Signature Group Selects IRT's Rapid Cycle Testing Laboratory
IRT, a provider of direct marketing and contact marketing services, has
announced that The Signature Group has selected IRT's Rapid Cycle Testing Laboratory to
handle customer retention program launches and campaign testing for its membership and
continuity programs. Rapid Cycle Testing Laboratory is an environment that combines
contact center technology with program design, training, call handling, reporting and
analysis to help clients maximize the value of their customer relationships. The Signature
Group will test multiple inbound retention scenarios in support of their clubs and
insurance programs.
EDS' Centrobe Joins Forces With Call Interactive
Centrobe, the Enterprise Customer Management (ECM) component of the new EDS
E-Business Solutions unit, has teamed with Call Interactive to provide stand-alone
interactive voice response (IVR) capabilities. Clients will have a single resource for
integrated ECM solutions, particularly when automated call processing can serve a role.
Under the terms of the agreement, Centrobe sales and account executives may include Call
Interactive in appropriate customer care solutions for Centrobe clients. Centrobe will
provide sales leads to Call Interactive, coordinating efforts when appropriate, and
subcontracting Call Interactive when needed.
NICE Announces Co-Marketing Agreement With GeoTel
NICE Systems, a provider of digital recording and quality management
solutions for call centers, has announced a co-marketing agreement with GeoTel
Communications Corporation, a provider of customer interaction software solutions. Under
this agreement, the two companies will cooperate in providing integrated solutions for
call centers that require quality management for voice and screen, order verification or
continuous logging of calls managed by GeoTel's call distribution technology. Recently,
NICE has successfully integrated its products with GeoTel products for customers in the
financial, insurance and business services sectors. NICE will further develop additional
functionality to meet specific needs of the market.
Lucent Extends OEM Agreement With Spanlink
Spanlink Communications, Inc. has announced that Lucent Technologies has
extended its original equipment manufacturer agreement with the company to distribute
FastCall Agent Version 3.0. Version 3.0 is a new product based on FastCall technology.
Spanlink redesigned the 32-bit software to expand capabilities with a focus on making
agents more productive on each call. The new release features a rules-based workflow
automation capability that can automatically control calls, automate tasks or launch
third-party applications. These actions can be performed on incoming calls, during calls
or after calls. A flexible user interface, including task buttons, enables agents to
control many of these features from their desktops. This enhancement reduces after-call
work time so agents can respond quicker to caller needs.
AFFINA Opens Multilingual Call Center
AFFINA Corporation has announced the June 7 opening of its new multilingual
call customer service "Intelligent Call Center" in Montr�al, Qu�bec. The
company opened the new call center to serve the marketing needs of its international
clients who market and distribute goods and services in Canada. AFFINA provides integrated
marketing services including call center services, database marketing, market research,
customized technology solutions, closed-loop lead management, fulfillment and Internet
services. The new call center will provide inbound and outbound call handling
teleservices, including technical support, order taking and customer relations.
AVT Corporation Announces Expansion Of European Operations
AVT Corporation has announced it has expanded its European operations by
adding sales and technical support staff, in addition to establishing a professional
development center to offer technical certification training classes. Additionally, AVT
has named Michael "Corey" Freebairn to European managing director. Freebairn
will remain senior vice president of international; however, with his new role he will
lead a combined effort to supply the CTI Software Group, RightFAX Software Group and
CommercePath Software Group product lines to the European marketplace.
IDT Launches Co-Location Internet Facility
IDT Corporation has announced the launch of its new co-location facility at
its headquarters in Hackensack, New Jersey. By offering co-location, IDT enables companies
to outsource management and day-to-day operations of their Web sites. With round-the-clock
monitoring and hourly reports available directly from the Web to monitor traffic analysis,
IDT's co-location facility provides companies with solutions to expand their reach without
investing in infrastructure and network costs. Co-location offers the flexibility to place
equipment in IDT's secure backbone node facility. Companies can choose rack space and
network connectivity depending on their business needs. Enterprises can also choose to
co-locate voice servers alongside data servers, enabling companies to host their full
communications services at IDT's site.
V-SPAN Opens New Network Operations Center
V-SPAN, a videoconferencing network management and gateway service solutions
provider, has announced the completion of their new 30,000+ square foot network facility
in King of Prussia, Pennsylvania. The new corporate headquarters will allow V-SPAN to
further support its client base, expand its broadband gateway network and continue the
development of conferencing automation. The new center includes V-SPAN's management
network, a proprietary enterprise system developed by V-SPAN that provides an automated
service platform for account management, scheduling, billing, conference management and
client notifications.
ICT Group Announces Expansions
ICT Group, Inc. has announced that it relocated its initial Eurotel call
center to a larger facility in Dublin, Ireland. The center is part of ICT Eurotel and
provides pan-European, telephone-based direct marketing, information research and call
center management services. ICT Eurotel also operates an inbound and outbound call center
in London, England. Additionally, ICT has also announced that it will relocate its ICT
Spantel teleservices call center to a larger facility in Miami, Florida. ICT Spantel
provides teleservices to the U.S. Hispanic market and Latin America. ICT Group currently
manages 35 call centers in nine U.S. states, Europe and Canada, from which it supports
inbound and outbound calling for domestic and multinational corporations and institutions
primarily in the financial, insurance, telecommunications, healthcare, information media,
energy and hospitality industries.
Aegis Expands Client Service Center In West Virginia
Aegis Communications Group, Inc. has announced the expansion of its client
service center in Fairmont, West Virginia. The center was enlarged to accommodate the
inbound customer care and service needs of AT&T. Since opening in 1997, the Fairmont
facility has more than doubled the original building size. Over 27,000 square feet have
been added to accommodate an additional 250 workstations and the total employee base has
expanded to 700. Aegis offers clients integrated marketing services including customer
acquisition, customer care and marketing research.
Telerx To Open Corporate Operations Center
Telerx, a specialty teleservices bureau that provides call center solutions
for customer care, will open a new corporate operations center this summer. The
13,000-square foot office suite, which is being designed to accommodate the needs of the
data entry, fulfillment and quality assurance departments, will be located near Telerx's
headquarters facility in Horsham, Pennsylvania and will support both sides of the
company's Allentown, Pennsylvania call center.
TeleServices Direct Opens Third Call Center
TeleServices Direct, a collegiate marketing company, has opened a third call
center in Bloomington, Indiana. The new center will initially have 100 stations and
increase TeleServices Direct's total capacity to 350 stations featuring inbound/outbound
call-blending capabilities. Two hundred and fifty employees have been added to the staff
as a result of the opening of the new facility, which occupies over 8,000 square feet. |
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