MediaSoft Releases IVS Version 3.20
MediaSoft has announced the release of Version 3.20 of its IVS CT-Web software platform.
The IVS platform is designed to enable application developers to quickly build, run and
manage medium- to large-scale interactive CT-Web solutions integrating leading-edge
technologies for voice, fax, Web and multimedia communications. This latest version
features simpler installation, year 2000 compliance and more flexible use of voice files.
The IVS NetManager has been enhanced to share speech resources across its network via the
new, distributed IVS architecture, so that a particular IVS system node, in addition to
its own resources, can access and use all shared resources made available by other nodes.
For more information, contact Ray Padgham at firstname.lastname@example.org or visit www.mediasoft.com.
New Headset Products From Plantronics
Plantronics, Inc. has unveiled the DuoSet Convertible headset family, which is designed to
offer superior acoustic performance, a lightweight design, a Quick Disconnect feature and
a noise-canceling option. The headset family also offers two comfortable and secure
wearing options: it can be adjusted quickly and easily for over-the-head or over-the-ear
wear. Plantronics has also added two new headset amplifiers to its product line: the
Switcher Multimedia Amplifier and the Vista Universal Amplifier. The Switcher Multimedia
Amplifier provides a unified desktop communications solution for telephone and computer
users, allowing computer users to connect their Plantronics headset to the telephone and a
PC sound card. The Vista Universal Amplifier provides universal compatibility with almost
any single- or multi-line telephone as well as full compatibility with the broad range of
Plantronics headsets. For more information, call 800-544-4660 or visit www.plantronics.com.
Nortel Launches Telecommuter Product, Enhances Symposium
New from Nortel (Northern Telecom) is the Meridian HomeOffice II, a remote-access solution
that simultaneously extends the Meridian 1 communication system's telephone features and
LAN access to telecommuters and small branch offices. By extending call centers or other
environments to remote locations, the product enables telecommuters to stay in touch with
their businesses, enabling companies to offer workers more flexible working environments
and reduce business' real estate and facilities costs. Also from Nortel is the latest
version of Symposium Messenger 4.0, a unified messaging product in Nortel's Meridian
portfolio. This release adds new fax messaging capabilities to a Microsoft Exchange,
Microsoft Outlook and Lotus Notes e-mail inbox, providing users with the ability to view
and print a fax, create a fax broadcast distribution list and send a fax without the cost
of a dedicated fax line. For more information on the HomeOffice II, contact Carter
Cromwell at 408-565-2835, ext. 655; for information on the Symposium Messenger 4.0,
contact Kris Hoover at 972-685-5393; or visit www.nortel.com.
CustomerSoft Enhances Its Customer Support Software
CustomerSoft announced that version 3.4 of its customer support software product offering,
ESP, is now available. The new version includes features to ensure the reliability of
responsiveness to outstanding support inquiries and enhance the productivity of the
support agent. It streamlines the way support agents interact with ESP when logging and
resolving support requests. For example, when viewing a list of callers, support agents
can now open a new support incident for a request with just a single click; pull-down list
dependencies can be customized for logging support incidents. For more information,
contact Kathy Hendrickson at 303-377-9900 or visit www.customersoft.com.
Girsberger Offers New Office Seating Choices
Girsberger Office Seating has introduced the Taranis (pictured), a chair that employs
dynamic seating technology, and the Girsberger 3300, a general-purpose, ergonomically
correct chair that is stackable. Taranis is available in two different sizes and features
a synchronic seat mechanism that is individually adjustable as well as ergonomically
designed cushions with optional, upgradable back extensions. The Girsberger 3300 is
ideally suited as a visitor's chair, but can serve in numerous contexts. Its flexible
backrest provides optimum comfort for long periods of sitting. For more information, call
the company at 800-849-0545.
HotData Unveils Web-Based Data Extraction Service
HotData, Inc., a company dedicated to using new technology to distribute data in a highly
granular format, has announced a new end user service that employs the Internet to deliver
commercial-quality data directly into HotData-enabled applications. These consist of
software with embedded functionality for accessing the company's online data
clearinghouse. With the new service, also called "HotData," call center
applications can automatically retrieve a caller's address from their phone number;
contract managers can correct phone numbers when the telephone company adds new area
codes; sales force automation software can retrieve business profiles to aid in
relationship building; programs can retrieve demographics, psychographics, tax rates and
many other data items. For more information call W. Ellis Oglesby at 512-646-6000 or visit
TelAthena Provides New NT Platform
TelAthena Systems LLC has announced that its call center management and scripting solution
is now available on NT. In addition to Windows NT, TelAthena runs on most versions of
UNIX, including AIX, HP/UX, SCO, Solaris and Digital. With its products now using both NT
and UNIX platforms, TelAthena says it can offer scalable options to any size company. For
more information, contact Deirdre Boyle at 888-777-7565 or visit www.telathena.com.
PRIMA Releases New Version Of OPUS Maestro
PRIMA has introduced a new version of its software product: OPUS Maestro v.2. This is a
strategic software platform engineered for building and deploying high-capacity, highly
available interactive communications services. OPUS Maestro enables any company to
capitalize on the power of interactive communications and a host of existing and emerging
technologies for a variety of applications: IVR (interactive voice response), CTI
front-end call routing to preferred agent groups, screen-based telephony applications
(ADSI), unified messaging, call logging, Internet and Intranet integration and voice over
IP (Internet telephony). For more information, call the company at 514-768-1000 or visit www.prima.ca.
Fujitsu's IntelliAgent Now Commercially Available
Fujitsu Business Communication Systems has announced the commercial availability of its
latest call center desktop software application, IntelliAgent. This product delivers
traditional wall display information, personal performance statistics, group status and
desktop control features to the agent's personal computer. IntelliAgent works in
conjunction with Fujitsu's F9600 Multimedia Platform PBX and IntelliCenter Release 1.2
server and client supervisor application, and supports a maximum of 1,024 agents. For more
information, contact Patrick O'Rourke at 619-550-0286 or visit www.fujitsu.com.
Dictaphone Introduces A Monitoring System For Call Centers
New from Dictaphone is the da Vinci QMS system designed to give call centers
state-of-the-art, customer-focused quality monitoring technology combined with advanced
customer service evaluation tools and training programs. Featuring an "Internet
telephony intelligent" design, the da Vinci QMS captures the critical events of the
entire customer experience: the customer's interaction with the VRU; all his or her
conversations with various agents (even through numerous transfers); the agents' data
screens as they appear during and after the call; both how long and how often the customer
is put on hold; etc. For more information, call the company at 800-447-7749, ext. D348 or
NICE Presents New Version Of Its Digital Voice Logger
NICE Systems has released the newest version of its digital voice logger, NiceLog 7.5. The
new release offers an input capacity of up to 192 recording channels on a single logger.
The NiceLog 7.5 also provides improved remote maintenance and support for multisite
configurations. This CTI recording solution is ideally suited to call center, financial
and public safety environments. For more information, contact Knox Henderson at
604-207-5067 or visit www.nice.com.
Firstlogic Enhances i.d.Centric's Data Quality Suite
Firstlogic announced that the data quality solutions of its i.d.Centric product are now
accessible in real-time, client/server environments, such as the Internet. The
client/server architecture of the i.d.Centric C/S allows its technology to be integrated
into solutions for online transaction processing (OLTP), call centers, Internet Web sites,
and other real-time applications. i.d.Centric's data quality suite enables companies that
build customer-centric data warehouses, data marts and database marketing systems to
create a more complete customer view. For more information, call the company at
800-551-9491 or visit www.idcentric.com.
TALX Releases New Component For Employee Central
TALX has introduced Manager's Desktop, the newest component of Employee Central, the
company's dynamic human resources, benefits and payroll self-service application.
Manager's Desktop automates workflow, allowing managers to quickly and easily process
tasks such as performance reviews, hiring and compensation changes and approval of time
reporting using the Internet. To activate the system, supervisors, managers and
administrators must give their designated ID and PIN to pass high-level security
clearances that identify their management status. For more information, contact Jackie
Engel at 314-214-7181 or visit www.talx.com.
Teknion Expands Line Of Mobile Furniture Products
Four new Ability products from Teknion enhance the line of freestanding mobile furniture,
increasing its versatility in individual, group- or task-oriented space utilization,
whether in alternative office, teaming or private office settings. Ability consists of a
variety of mobile solutions ranging from primary work, meeting and specialized tables to
table screens, accessories and mobile active storage units. The expanded products consist
of telescoping Mobile Screens, Table Screens, Kiosk personal storage units and the Scout
for power and data connections. For more information, contact Sheryl Roth Rogers at
877-TEKNION or visit www.tekus.com.
Telecorp Unveils Wall Display Module
The Wall Display Module is the latest addition to Telecorp's ACD Performance Software and
other call center enhancements for the Lucent Technologies Definity. Capable of supporting
any number of LED readerboards, the Wall Display Module presents the number of agents in
each call state plus real-time split information. The user can choose any or all data that
comes off the switch, anything from the current ASA to percent in service level. The Wall
Display Module also allows the programming of real-time agent rostering figures. For more
information, contact John Henciar at 888-223-6299 or visit www.telecorpproducts.com.
Austin Logistics Announces Year 2000 Compliance Of CallTech
The current CallTech release, Version 1.4 Build 12, is fully year 2000-compliant, reports
manufacturer Austin Logistics. Furthermore, the company will support a patch for CallTech
customers to interface noncompliant devices. CallTech will continue to support output
dates in the YYMMDD format, appropriately adjusting dates after December 31, 1999.
CallTech is a call center resource optimization technology designed to increase agent
productivity by increasing right party contacts, decreasing wrong party contacts and
determining optimal staffing scenarios. For more information, contact Mike Kuryak at
512-328-8215 or visit www.austinlogistics.com.
Call$im Basic Edition Available From Systems Modeling
Systems Modeling Corporation has announced the release of Call$im Basic Edition, an
introductory version of Call$im, the company's tool for the modeling and analysis of call
centers. All models built with Call$im Basic Edition can be automatically upgraded to the
Call$im Standard Edition, providing complete upward scalability. This Basic Edition
enables users to model their call center, representing individual agent groups or teams of
up to 50 agents, and provides all the features and benefits of the Call$im Standard
Edition. For more information, Contact Eric Brahney at 412-741-3727 or visit www.sm.com.
Brightware Version 2 Now Shipping
Brightware, Inc. has announced the availability of the second version of Brightware.
Version 2 includes the new Advice Agent and enhanced Answer Agent to conduct automated
sales and service dialogs with customers on the Web. Advice Agent provides automatic
real-time advice to customers by conducting interactive dialogs to determine their needs
and present a company's relevant product and service solutions. The Answer Agent
automatically answers customers' Web and e-mail inquiries. The Brightware Server automates
approximately 80 percent of customer interactions that are straightforward and
intelligently routes the 20 percent of complex or high-value customer interactions to
human agents for final resolution. For more information, contact John Knightly at
415-884-4744 or visit www.brightware.com.
Bell Canada Launches Call Centre Tool Box
Bell Canada has introduced the Call Centre Tool Box, a guide for small- and medium-sized
business managers on how to set up a cost-effective call center - and gain an edge over
the competition. The Tool Box shows customers with smaller businesses how to set up and
manage a one- to three-line call center on their own, informing them of how to take full
advantage of tools that have primarily been used by large corporations. The Tool Box
features a six-module printed guide with step-by-step instructions. For more information,
contact Don Hogarth at 416-581-3311 or visit www.bell.ca.
AbTech Unveils A New Direct Marketing Tool
AbTech Corporation has announced the ModelQuest MarketMiner, a direct marketing tool.
ModelQuest MarketMiner brings a high level of data mining technology to the database
marketing industry. Through response modeling, valuation modeling, retention modeling and
segmentation, the high-end client/server application provides marketing managers with a
predictive data mining tool to acquire, retain and satisfy customers. For more
information, contact Andrea Davis at 804-977-0686, ext. 12 or visit www.abtech.com.
New E-Commerce Solution
Business Evolution, Inc. has launched @Once Express, a customer service software solution
designed to enable Web sites to respond to customer queries through an integrated,
real-time messaging and e-mail console. The product was designed to attack a key problem
in e-commerce today: consumers can't get their questions answered while shopping - they're
either sent to e-mail links or abandon the shopping process altogether. @Once is a
Java-based, client/server application that complies with SSL protocol and can work through
all proxy servers and firewalls. It is able to determine the nature and urgency of every
request coming in through the Web site and then deciding on the most appropriate response
channel - real-time messaging, e-mail or chat. The chat component can be added to @Once
Express by integrating the product with @Once Enterprise, a separate solution that brings
customers and reps together in a full-screen chat interface. @Once Express is comprised
of: Core Server Engine, E-mail Module, Business Logic Module and a Data Module. For more
information, contact Wayne Kaplan at 800-984-8341, ext. 201 or visit www.businessevolution.com.
PC-PBX With Call Center Module
COM2001 Technologies, Inc.'s COM2001 NTX Enterprise Communications Server (ECS) is a
Windows NT-based server that consolidates multiple telephony and network services,
simplifies administration and enables unified messaging/universal access applications.
Features include: telephone switch with conference bridge, auto attendant with speech
recognition, IVR systems with application generator, personal assistant, etc. The NTX Call
Center Module (CCM) includes all the features of the NTX ECS. Its distributed architecture
enables the creation of a virtual and/or distributed call center. It has a least-cost
routing feature which allows calls coming into one location to be returned by an agent at
the location closest to the caller. NTX CCM has advanced Caller ID, queuing and retrieving
features - agents get a real-time view of the queue and can pull any critical or priority
caller from the queue for an immediate response. For more information, call 760-431-3133
or visit www.com2001.com.
Campaign Manager v2.3 Released By Paragren
Paragren Technologies has announced the availability of One-By-One Campaign Manager v2.3,
the newest release of its campaign management software for customer-centric, one-to-one
marketing. Campaign Manager v2.3 is designed to provide businesses with enhanced
capabilities to discover, establish and grow profitable customer relationships through
optimized relationship marketing. It allows users to create a complete, electronic history
of marketing campaigns for future reference; users can access this history file at any
time to review promotion details. The system also provides a visual, hierarchical diagram
of a campaign and its associated packages and segments, along with customer counts. For
more information, call the company at 703-758-1090 or visit www.paragren.com.
Desktop CTI Console For Centrex
Perimeter Technology has available Customer-VU PhoneGroups, a multifunctional,
Centrex-based attendant console, which handles telephone calls from the same PC used for
other office tasks. Users answer and route calls using point-and-click functions. The
console is composed of easy-to-install PC cards and software for use on any Windows 95 PC.
Features include Caller ID, screen pop on incoming calls, real-time status of multiple
phone lines, keyboard and screen access to company directory, inbound and outbound phone
activity logs, enhanced office phone administration and automatic hot-key main screen
retrieval. The standard package includes caller information and line activity for up to 64
Centrex lines. An optional upgrade to 400 Centrex lines is available. For more
information, call 603-645-1616 or visit www.perimetertechnology.com.
Cascade Distributes Enera Software For Automated Callouts
Cascade International Technologies, Inc. has joined with Enera AB to offer RapidReach.
Manufactured by Enera, RapidReach is a comprehensive, advanced application designed to
automate and speed up emergency communications and to optimize notification. New for
Version 4, RapidReach now offers message transmission/distribution via Internet e-mail, in
addition to the previously supported media - phone, pager and fax.
Edify And NCR Launch NT-Based Electronic Banking System
Edify Corporation, which provides enterprise self-service solutions, announced the
successful rollout of its multiple bank branding technology which gives service bureaus -
third-party Internet telephony operators - extensive ability to offer Internet banking
solutions for their customers. NCR Corporation and Edify partnered to design this
technology, which has been incorporated into the latest release of Edify's Windows
NT-based Electronic Banking System (EBS). More than 20 banks that are now outsourcing
their Internet banking to NCR are benefiting from this technology.
Periphonics And Cincom Deliver Integrated Customer Interaction
Periphonics Corporation, a provider of products and services for call processing solutions
used in computer-telephony integration and telecom-enhanced network services, has
partnered with Cincom Systems, Inc., a provider of document creation, assembly and
production software systems, to market integrated customer interaction systems. By
integrating Periphonics' interactive voice response (IVR) systems with Cincom's AuroraDS
document assembly suite, call center transactions and other information can be
communicated through automated document production - with no need for the intervention of
customer service personnel.
TCS, Nortel Offer Compatible Technologies
TCS Management Group, Inc. and the Nortel Symposium Partners Program announced that TCS's
workforce management software systems are fully compatible with Nortel's new Symposium
Call Center Server. This interoperability is the result of TCS's participation in Nortel's
Symposium Partner Program. The program is designed to provide customers with call center
solutions that are complementary and value-added to enhance Nortel's portfolio of
WorldCom And TMSI Sign VAR Agreement
WorldCom, Inc. has signed on as a value-added reseller of TMSI's InterLYNX CTI
(computer-telephony integration) middleware product under TMSI's Advanced Partner
Initiative program. InterLYNX CTI is a Windows NT-based product that provides a
"software bridge" between computer and telephony platforms, making possible such
applications as screen pop, coordinated call and data transfer, enhanced IVR integration,
PC-based telephony, automated workforce schedule enforcement, outbound dialing and call
center performance reporting that incorporates both telephony and business information.
Intek Information Announces Strategic Partnership With Conning
Intek Information, Inc. has completed an $18 million equity financing with Conning &
Company's private equity group and Intek's existing institutional investor, The Beacon
Group. The new financing will be used for acquisitions, operations and technology
development. The funding, provided through Conning's Fund V private equity fund, includes
$12 million convertible-preferred equity to expand Intek's operation and an additional $3
million commitment to fund acquisitions; the Beacon Group also committed $3 million to
fund future acquisitions.
Advantagekbs Resells Knowledge-Broker's Support Solutions
Advantagekbs, Inc. announced that it will integrate its IQSupport Application Suite with
KnowledgeBroker Inc.'s KnowledgeBases. Combined, these solutions will strengthen the
Advantagekbs customer support suite by providing access to thousands of step-by-step
solutions to problems associated with software, hardware, systems and the Internet.
KnowlegeBases are prepackaged plug-and-play support solutions that provide help desk
solutions for support technicians.
SiteBridge And Icon CMT Form Strategic Partner Alliance
SiteBridge Corporation announced that it has entered into a strategic partner alliance
with Icon CMT Corp. Under terms of the agreement, Icon CMT, a leading Internet solutions
provider, will offer SiteBridge's CustomerNow technology as an option in its value-added
Internet solutions suite. CustomerNow, a real-time Web-based customer service, sales and
support solution, is a leading platform for visual collaboration through the Web.
OEM Agreement Between DC Systems And InterVoice
DC Systems Software, a designer of Windows-based software solutions for managing high
volumes of inbound and outbound customer interaction through call centers, has announced
an OEM license agreement with InterVoice, a leading global supplier of call and business
process automation solutions. For companies requiring a complete call center solution,
InterVoice will install and maintain DC Systems' Apollo and Mercury CustomerCentric Suites
together with AgentConnect, InterVoice's fully integrated, multi-application call center
Rockwell Selects Oracle Database Server
Rockwell Electronic Commerce has announced its selection of Oracle Corporation as the
preferred relational database management system supplier for its entire line of integrated
call center technologies. As part of the agreement, Rockwell will integrate the Oracle
database server into its telephony and Internet-based customer management solutions for
call processing management and also for agent desktop application development and
deployment. These products are designed to provide Rockwell's customers with
"best-in-class" solutions for efficiently managing and optimizing call center
Teknekron's AutoQuality Granted Certification Of Compatibility
Teknekron Infoswitch announced that the latest release of its monitoring system,
AutoQuality 2.5, has been granted an additional certification of compatibility with Aspect
Telecommunications' Application Bridge and Event Bridge. Teknekron is a member of the
Aspect Affinity Alliance partner program, which recognizes innovative call center
solutions that are interoperable with Aspect-enabling technologies and that offer
long-term business benefits for Aspect customers. AutoQuality automates service
observation by automatically scheduling and recording agent monitoring sessions.
- Melita International, a provider of integrated customer interaction and
intelligent call management solutions for call centers, announced that Tom Pesut is the
company's new president and chief operating officer (COO) and Mark D. Malis holds the new
position of vice president of human relations.
- International Data Response Corporation (IDRC), one of the largest telemarketing and
customer service outsourcing firms, has appointed Alexia Brown as its in-house corporate
counsel. Two more IDRC appointments were announced by ProMark One, a provider of
outsourced teleservices solutions within IDRC USA's Outbound unit: Sonia Benson and
Melissa Hough were promoted from client service managers to senior client services
- Communication Service Centers (CSC), an inbound and outbound 1-800 call center, has
named Neil D. Schwartz as its director of marketing.
- Candi Torrijos has accepted the position of director, Sales and Marketing for RightSide
Up, an integrated marketing firm based in Van Nuys, California.
- Clarify, Inc., a provider of front office solutions, has announced the appointment of
Kirsten Berg-Painter as vice president of worldwide marketing.
- Davox Corporation, a developer of call management software, has named Joseph R. Coleman
to the position of vice president of North American sales, and as an officer of the
- ACI Telecentrics, Inc., a provider of outbound teleservices, has announced the
appointment of Dana A. Olson to the newly created position of COO.
- High-tech call center Customer Access has promoted Al Cole to call center director.
- Prism Solutions, Inc., a leading provider of solutions to deliver business intelligence
applications, announced that it has promoted three executives to strengthen its worldwide
sales organization: Mark Rankovic is now Prism's vice president of worldwide consulting;
Don Taylor has been named as Prism's vice president, International; and Stacy Cooper has
been promoted to vice president of North American Sales.
- Joining Witness Systems (a developer of customer interaction recording solutions) to
orchestrate the company's new operational excellence initiative is Robin Ragland, the new
client project manager for Witness System's implementation of ONYX Customer Center
ATC Communications And IQI Launch New Company
ATC Communications Group, Inc. and IQI, Inc. announced that the two companies have
completed their merger to form Aegis Communications Group, Inc. Ranked among the largest
publicly traded teleservices providers, Aegis Communications Group will offer complete,
integrated marketing services including customer acquisition, customer care and marketing
research to leading corporations. The combined company has over 8,500 teleservices
professionals, approximately 6,000 teleservices workstations and 26 call centers.
COMNET And Group 1 Software Execute Merger
COMNET Corporation and Group 1 Software announced that their Boards of Directors have
approved the merger of Group 1 into COMNET. The merger will result in Group 1 common stock
being exchanged for COMNET common stock and the surviving company being renamed Group 1
Software, Inc. Group 1 is a leading provider of software to the direct marketing industry,
to other mailers and to a wide variety of organizations for specialized marketing
applications. No change in the business directions or operating management of Group 1 are
expected as a result of the merger.
GN Netcom Completes ACS Wireless Acquisition
GN Netcom, a world leader in professional telecommunication headsets for the telephone and
computer industries, announced that it has completed the previously reported acquisition
of ACS Wireless, Inc., a major U.S.-based headset manufacturer. A new company, GN Netcom,
Inc., has been formed by the merger of GN Netcom's North American organization, GN
Netcom/Unex, Inc., and ACS Wireless. The new company will continue to design, manufacture
and market an extensive selection of telephone and computer headsets under the brand names
of GN Netcom, Unex and ACS.
Sterling Commerce Implements Digital Pilot's ServiceWeb
Sterling Commerce, Inc., a leading global provider of electronic commerce software
products and services, announced the implementation of ServiceWeb, a Web-based customer
service application. ServiceWeb was specifically designed by Dallas-based Digital Pilot to
augment support for Sterling Commerce's CONNECT family of products - software used by
customers for securely and reliably exchanging information between applications or
business processes. Digital Pilot specializes in Web-based solutions.
Intecom Telecommunications Architecture Chosen By Health-Care
Intecom, a premier call center/PBX solutions provider, announced its agreement with
Community Health System, the largest health-care provider in Central California, to
provide a distributed, enterprisewide telecommunications network that will improve
communication between patients and doctors while simplifying the connectivity between its
various remote locations. To seamlessly link the organization's remote locations, Intecom
will install its flagship communications platform, the Intecom E, at the host location at
Fresno Community Medical Center.
Four New Clients For Adrian Miller
Adrian Miller Direct Marketing (AMDM), a teleservices and customer service consulting
firm, has announced the signing of four new clients. AMDM is now providing in-house
telemarketing consulting support and skills training for Symbol Technologies, DHB Capital
Group, Corporate Coffee and General Credit.
CHMA Now Using Meta Marketing
Meta Marketing, Inc., specializing in sales support and marketing services for information
technology companies, announced that is it now providing lead generation, prospect
qualification, information fulfillment and appointment-setting services for Charles H.
Mack & Associates (CHMA). CHMA is a leading provider of senior services care
management systems nationwide. In servicing CMHA, Meta will use its new teleprospecting
and opportunity-tracking system called TELE-QUAL.
Peter Pan Bus Lines Selects Whitecap
WhiteCap Development Corporation announced that WhiteCap, its CTI product, has been
selected by Peter Pan Bus
Lines to develop a fully intelligent, multimedia call center. The new operation, named
Telephone Information Professional
Services, provides call center services for Peter Pan customers and, on a contract basis,
to outside organizations. WhiteCap has enabled Peter Pan's call center to offer a wide
range of inbound and outbound programs, real-time Web interaction, Internet callback and
push technologies to help increase the number of ways consumers and companies can connect.
ARM Financial Installs Mosaix Software
Mosaix announced that ARM Financial Group, Inc. has installed Mosaix's ViewStar software
to manage its annuities sales process. The new solution is designed to enhance customer
service and increase efficiency by enabling ARM Financial brokers to submit orders for
processing over the Internet. ARM Financial Group specializes in the growing asset
accumulation business, with particular emphasis on retirement savings and investment
800 Support Provides Help Desk Services For Trellix
Trellix Corporation has hired 800 Support to provide technical support to users of Trellix
1.0, the "document builder for the Web era." Trellix routes users calling for
help to 800 Support, a premier supplier of telephone, fax and Internet-based support and
professional services. 800 Support operates the call center and provides expert help desk
and technical-support services.
Comcast Selects Syntellect Software Program
Syntellect, Inc. announced that Comcast Cable Communications, Inc. has selected its Vista
Interactive Communications Management (ICM) software platform in a contract valued at $2.5
million. As part of this contract, Syntellect will install Vista software in over 40
Comcast Cable call center sites nationwide. Vista is an open standards-based ICM software
platform; in contract to closed/proprietary systems, its architecture integrates all call
center technologies, including third-generation interactive voice response (IVR),
interactive Web response (IWR), predictive dialing, computer-telephony integration (CTI),
fax-on-demand, speech recognition and agent desktop productivity tools.
Silknet Software's eSERVICE 98 Chosen By MSFDC
Silknet Software, Inc., a developer of Internet-architected relationship management
software for the extended enterprise, announced that MSFDC has selected eSERVICE 98 to
provide support for its Internet-based bill presentment and payment service. MSFDC is a
joint venture between Microsoft and First Data Corporation. Many of North America's
largest financial institutions and telecommunications and utility companies are already
participating in the pilot of this new Internet service that MSFDC plans to make available
to the public later this year.
Teltrust Relocates Corporate Headquarters
Teltrust, Inc., a leading provider of wholesale telecommunications services, has announced
that it has completed the relocation of its corporate headquarters to larger facilities in
the Cottonwood area of Salt Lake City. The new location not only provides additional space
for future expansion, but also unites the company's corporate headquarters with its
largest call center operation in approximately 70,000 square feet of space. The call
center portion of Teltrust's Cottonwood Center, which opened a year ago, houses more than
200 agent workstations and supports 500 to 600 employees. Teltrust operates two additional
call centers in the Salt Lake City area.
Integrated Sales Solutions Expands Facility By 50 Percent
Integrated Sales Solutions, Inc., a Chicago-area business-to-business telemarketing
company and leading-edge sales force automation implementor, has announced a 50 percent
expansion of its current facility in Libertyville, Illinois. The company now occupies two
floors (10,000 square feet) in the Viking Park office center and has over 50 full-time
MediaSoft Forms New Business Units
MediaSoft, a leading computer-telephony integration (CTI) and Internet software
manufacturer, has announced a strategy - the formation of new business units - to provide
enhanced business solutions for specific CTI customer segments. MediaSoft's Systems Unit
is divided into two subunits: the High Density Systems unit focuses on the needs of
telcos, service bureaus and Fortune 1000 companies; the Small Business Systems unit
addresses the paradigm shift to the desktop, where rapid CTI technological innovations and
the use of open standards are making CTI more affordable and accessible to the small
business environment. MediaSoft's corresponding strategic business unit, Applets &
Tools, provides high-level application development platforms enabling high-density and
small business users to easily develop standards-based, ready-to-run applications.
Belgacom Division Earns ISO 9002 Certification
Belgacom's Corporate Customers Division (COR), which serves the largest business clients
of Belgium's leading national and international telecommunications carrier, has received
ISO certification. COR achieved certification by meeting the rigorous quality-assurance
criteria of the International Standards Organization (ISO), which was chartered by the
United Nations to establish universal benchmarks for measuring quality. Belgacom offers a
wide variety of highly competitive global telecommunications services for multinational
ALTech Awarded U.S. Patent In Speech Recognition
Applied Language Technologies, Inc. (ALTech), a leading provider of conversational speech
recognition technology and products for over-the-telephone, customer service solutions,
announced that it has been granted a patent by the U.S. Patent and Trademark Office. The
patent covers ALTech's approach for detecting a "barge in" request in
speech-enabled applications. Barge-in allows callers to interrupt system prompts or
recordings to state a new command.
Syntellect Pay-Per-View Service Surpasses 10 Million Subscriber
Syntellect Interactive Services announced that its Home Ticket pay-per-view (PPV) order
processing service now has over 10 million addressable subscribers. This year alone, the
company reports, its subscriber base grew by over 500,00 subscribers. A subsidiary of
Syntellect, Inc., Syntellect Interactive Services is one of the world's largest fully
automated call centers for customers who want to outsource their calling requirements.
AnswerSoft Announces Patent Award For Client/Server Computer
AnswerSoft, Inc., a wholly owned subsidiary of Davox Corporation, has been awarded U.S.
patent #5,754,636 for technology that defines a method of delivering a wide range of
telecommunications and data services to desktop PCs in client/server environments. It
provides a real-time online method for analyzing customer telephone conversations and
associating those calls with customer information through a desktop computer. The patented
technology is a key component of AnswerSoft's suite of software solutions, including
SoftPhone, SoftPhone Agent, Sixth Sense and OCX Toolkit.
Internet Peering Relationship For Japanese Market Announced
VIP Calling, Inc. and Rimnet Corporation have announced an agreement to share traffic
between their networks in an Internet telephony (IT) peering relationship for the Japanese
market. Rimnet is one of the leading Internet service providers (ISPs) in Japan and has
established a large IT network. VIP Calling is a leading wholesale provider of
international IT services. The agreement provides consumers in Japan and those calling
Japan with a high-quality, economical alternative to switch-based telephony service.
Portuguese Telecom Consortium Selects LHS Billing And Customer
LHS Group, Inc., a global provider of billing and customer care solutions, announced that
it has signed a multimillion-dollar contract to provide its client/server-based billing
and customer care solution BSCS (Business Support and Control System) to Portuguese
telecom consortium Optimus, formerly known as Main Road. Under terms of the agreement, LHS
provides its BSCS version 5.1, implementation, customization and related services. Optimus
is the third and newest mobile network operator in Portugal and was awarded a GSM license
TouchWave Forges Agreement With British Telecom
TouchWave, Inc., a Palo Alto-based developer and manufacturer of network phone systems,
has signed a partnership agreement with British Telecom (BT), one of Europe's leading
telephone carriers and a leader in both data and telecommunications services. The British
telecommunications firm will partner on the roll-out of new TouchWave products and
technologies. Under the agreement, BT will evaluate existing and future versions of
WebSwitch and provide TouchWave with technical recommendations and product feedback.
Golden Abacus Of Singapore Installs Periphonics' IVR Systems
Periphonics Corporation, a leading worldwide provider of products and services for call
processing solutions used in computer-telephony integration (CTI) and telecom-enhanced
network services, announced that Golden Abacus Pte Ltd. of Singapore has purchased its
interactive voice response (IVR) systems. Formed from the joint venture between Golden
Harvest Multiplex and Abacus International, Golden Abacus specializes in developing
systems and providing solutions to enhance the strategic objectives of the entertainment
industry. Two VPS/is2 9500 IVR systems from Periphonics support a fully integrated
ticketing system known as 'Round-the-Clock On-line Booking Information Network (ROBIN),
which is used by patrons of Golden Village Cinemas.
Belgacom Introduces New "Euroregional"
Belgian national and international telecommunications carrier Belgacom has announced the
creation of a new "Euroregional" (multinational) telecommunications company
called "Triangle." The new company was formed by a joint venture with Accom, (a
German telecom company), two Dutch public utility companies (in Maastricht and Heerlen)
and the Dutch investment bank, Industriebank Liof. It will provide telephone service in
the Maastricht (Netherlands)/Aachen (Germany)/Liege & Hasselt (Belgium) region.
Amdocs Establishes Customer Support Center In Brazil
Amdocs Limited, a leading international provider of customer care and billing solutions to
the telecommunications industry, has announced the opening of a customer support center in
S�o Paulo, Brazil. The center facilitates Amdocs' total solution approach for its
Brazilian customers. These customers include the BellSouth/Safra-owned BCP cellular
operation in S�o Paulo, which is already live, and other major installations currently
Interactive Intelligence Partners With MISNet And ONYX Software
Interactive Intelligence, Inc. has partnered with MISNet, Inc. for the distribution of
Interactive Intelligence's Enterprise Interaction Center (EIC) throughout the Philippines.
MISNet, a privately owned Philippines-based company, is an established provider of
software solutions. Interactive Intelligence has also announced plans to develop an
integrated solution for ONYX Customer Center