November 2000
Enhanced HEAT Is On For Contact Centers
HEAT, a division of Frontrange Solutions, Inc. and a supplier of
help-desk automation tools for mid-range businesses, released HEAT 6.0,
the latest version of its help-desk software, designed to allow helpdesk
managers and IT departments of mid-range organizations quickly resolve
technology issues. HEAT 6.0 offers enhancements to core product features
intended to simplify common user tasks. HEAT 6.0 includes a Business
Process Automation Module, an upgraded call escalation feature. With BPAM,
IT managers create their own language rules to monitor the system for
time-sensitive customer issues. Calls are prioritized, tracked and
monitored proactively. There is also a pair of Web-enabled features: iHEAT
and HEAT Self Service. iHEAT is an optional thin-client add-on module that
offers Web access to the same HEAT software used on a desktop. iHEAT is
accessible over network or dial-up connections using any of the leading
browsers. No plug-ins are required. The HEAT Self Service add-on module
offers an intuitive user interface that allows end users to input service
requests and check their status remotely through a Web connection. With
access to HEAT 6.0's knowledge databases, customers can often solve their
own first-level support issues without the assistance of a technician, or
find answers to their questions by accessing a list of responses to
frequently asked questions, reducing the number of calls made to the
support desk. When a service request is submitted, an e-mail confirmation
receipt is sent to the end user.
No. 510, www.ccsmag.com/freeinfo
StayinFront Unveils Windows CE CRM Solution
StayinFront, Inc., a developer of enterprisewide customer relationship
management systems, introduced Pocket Elk, the Windows CE-based version of
its Visual Elk CRM solution. Pocket Elk is designed for mobile business
professionals and is meant to deliver capabilities (such as sales and
field force automation, customer management, order entry, merchandising,
customer service and sample tracking) to users of handheld personal
computers (HPCs) and personal digital assistants (PDAs). Pocket Elk
delivers client information within a small form factor device and
integrates fully with previously deployed corporate Visual Elk systems and
back-office systems. Its signature capture capability facilitates
applications such as sample management and order processing. Pocket Elk
also provides configurable screens, navigation and databases. Standard
Pocket Elk functions include call planning, management reporting; customer
profiling; integration with the Windows CE calendar and task list;
graphical and tabular reporting; a headquarters or home office level
consolidated customer database; multiple synchronization options; and
integration options to back office systems. The new system runs on any HPC
device supporting Microsoft Windows CE HPC or HPC PRO, and may operate
either as a standalone CRM solution or as an extension to an existing
Visual Elk system.
No. 511, www.ccsmag.com/freeinfo
Wireless Office Mobility Solution
AG Communication Systems, a subsidiary of Lucent Technologies, introduced
the ROAMEO wireless office phone system, designed to offer the mobile
workforce a convenient way to stay in touch. ROAMEO is a digital wireless
office phone system that enables use of an office phone and a standard
digital handset as a single number that reaches users wherever they are.
ROAMEO integrates a wireless handset with an existing in-house phone
system, directing incoming office calls to both a desk phone and a
wireless handset. All the features of an office desk phone (such as call
transfer, call forwarding and three-way calling) are available on the
wireless handset when the user is within ROAMEO's range. Out of the
office, ROAMEO redirects incoming office calls to the user's wireless
handset. ROAMEO connects with any PBX, Centrex or key system that provides
analog line or T1 line side connectivity. The system can be installed in a
distributed base station configuration or as a distributed antenna
configuration. These two RF design options provide flexibility and
scalability to accommodate a variety of building environments. Codes,
menus and user programming are not required. Automatic coordination
between the two systems removes the need for manual intervention by users
as they move from one network to the other.
No. 512, www.ccsmag.com/freeinfo
synaro E-Commerce Scenario From Page
Page Digital, Inc. announced the release of synaro, a suite of
e-commerce software applications designed as a full solution
implementation for an e-business or, combined with other applications, to
create a best-of-breed solution. The Java-based Intelligent eCommerce
building blocks include integration middleware that links synaro
components to other software systems. While all of synaro's major
components are developed and supported by Page, one or more of them may be
integrated into enterprise systems. The suite includes synaro WebStore,
designed to provide functionality for real-time order entry, order
inquiry, personalization and freight and sales tax calculations. WebStore
includes product management and data replication applications, which
maintain and update Web site product content. The pure Java WebStore can
operate on any application server. synaro Integrator is a middleware
product that provides the data highway between Web-based applications and
legacy systems. iCRM Customer Response Management is a browser-based,
stand-alone application used to provide multichannel customer support and
response. iCRM features an Intelligence Base that provides automated
responses to customer inquires via call centers or self-service Web sites.
Real-time data access to ERP and other customer systems is provided
through the Integrator.
No. 513, www.ccsmag.com/freeinfo
GMT Provides Planet-Mercury To Call Centers
Global Management Technologies (GMT) Corp., a supplier of
workforce management software for the call center, banking and hospitality
industries, released GMT Planet - Mercury Edition, workforce management
software for small call centers. Featuring a wizard-based user interface
that simplifies installation, configuration and daily use, Mercury
includes scheduling and forecasting facilities intended to make it easy to
create optimized staffing schedules for dynamic call volumes. Mercury is
optimized for small call centers with 50 or fewer agents. To simplify
installation and configuration, Mercury provides an intuitive,
wizard-based GUI that walks users through the installation process.
Mercury gives managers fine control over call volume forecasting and
staffing, optimizing the scheduling process by using an incremental call
handling time and calculates the staffing requirements needed to handle
each queue based on the desired service level and maximum agent occupancy.
Mercury allows managers to define work times, giving preference to
scheduling agents during their preferred times and supports both fixed and
variable scheduling. Mercury imports historical call volumes and uses that
information to predict future call volumes and average handling times by
week of month, day of week and time of day. Mercury provides a "What
If" wizard to help managers assess the impact of changes in service
level, call volumes and average handling times on weekly staffing before
they occur. Mercury is available for all 32-bit Windows operating systems.
No. 514, www.ccsmag.com/freeinfo
Stratasoft Launches Dynamic List Manager
Stratasoft, Inc. announced the availability of DynaCall, a dynamic
list manager, for its StrataDial Predictive Dialing System. DynaCall
allows users to schedule any number of tasks that tell the dialer exactly
how it must dial. This includes time zones to call, maximum number of
attempts on a telephone number, how often and when to retry certain
telephone numbers, days of the week to call, auto start and stop times,
campaign specific data to be included in a call list, etc. Essentially,
DynaCall creates calling strategies specific to each campaign running in a
call center. DynaCall also can accommodate quota-based, regional dialing.
For example, a manager can set a certain number of appointments in a
specific region and automatically move on to another region, without need
of downtime or dialer manipulation. The solution aims at minimizing agent
wait times and increasing call list penetration through more efficient,
"smart" dialing.
No. 515, www.ccsmag.com/freeinfo
New Multimedia Amplifier From Hello Direct
Hello Direct, Inc., a developer of desktop telephony and equipment
interface products for businesses, introduced its Virtuoso Multimedia
Headset System. The system is designed to enable users to perform multiple
tasks with one headset that may normally require two or three headsets.
Besides standard phone call use, the Virtuoso amplifier's Multiplier
module also handles Internet telephony and Voice over IP (VoIP)
applications. When not on the telephone, the same headset can be used for
speech recognition tasks, recording audio notes or listening to Web audio
content without disturbing co-workers. The Virtuoso headset amplifier can
configure the headset system to work with nonstandard handset ports found
on digital business telephones. Its improved user interface utilizes Hello
Direct's LearnIt smart chip technology to configure the amplifier
automatically, allowing Hello Direct headsets to be used with any business
or home phone system. The Virtuoso amplifier also employs a new vertical
design that is more attractive and takes up less desktop space. Hello
Direct headsets include noise-canceling microphones and are available in
several styles.
No. 516, www.ccsmag.com/freeinfo
SYMON Enhances DeskView Desktop
SYMON Communications, Inc. announced several new features for its
DeskView real-time desktop messaging solution for individual workstations.
Using Windows 95/98/2000/NT in conjunction with the SYMON2000 Server,
DeskView delivers discreet messages to a desktop without disturbing an
active application. DeskView information can originate from databases,
ACDs, network management systems, customer service call center
technologies, Web pages, etc. The new display system offers users new
viewing options in a choice of bundles: the Mini Suite, which includes the
basic DeskView package, MultiView and TrayView; and Master Suite. Master
Suite includes the aforementioned plus ChartView (user-defined, automated
real-time or historical chart creation), GaugeView (graphical display of
contact center volumes, levels, thresholds, etc.), and ReplyView (a
user-defined option for rapid, two-way communication within the DeskView
application between the sender and receiver of DeskView messages). SYMON
has also released browser-based Java versions of DeskView.
No. 517, www.ccsmag.com/freeinfo
Lynk Scales eVerest
Lynk Software, Inc., developers of customer relationship
management (CRM) software, launched eVerest, its solution designed for
managing a variety of relationships including customers, suppliers,
distributors, business partners and prospects. The application is fully
Web enabled, utilizing Lynk's Beyond Browser Internet communications
server. Internet users can access the functionality of the program
wherever they are located. eVerest synchronizes customer service, quality
assurance, engineering, sales, marketing and management by facilitating
communication and providing a central information system. The application
offers full functionality over local and wide area networks or directly
through a Web browser. Features include customizable workflow,
establishment of ownership, due-date reporting and automatic reminders.
E-mail notifications and letter correspondence are integrated functions of
the application, and standard templates with automatic data insertion are
designed to create meaningful correspondence efficiently. eVerest provides
information such as detailed account profiles, past complaint history and
a search-and-match capability, standard reports and user-defined queries.
Lynk also offers Customer Focus and Supplier Focus Web modules. The
Customer Focus module allows the customer to enter questions, complaints
and requests directly through a Web browser, and the Supplier Focus module
allows suppliers and business partners to respond to action requests
through a Web browser.
No. 518, www.ccsmag.com/freeinfo
Paradigm4 Provides Wireless E-mail Solution
Paradigm4, Inc., a provider of wireless data services and
solutions, has introduced E-Attach4, a wireless data service that enables
mobile workers using Internet-enabled wireless phones and pagers to view
document attachments on e-mail messages and seamlessly interact with
e-mail, calendar and contacts applications. Utilizing ActiveNet technology
from Equinox Solutions, Inc. and in conjunction with the WorkStyle Server
from Wireless Knowledge, Inc. or the Blackberry handheld messaging pager
from Research In Motion, E-Attach4 provides professionals with secure,
remote access to information while away from the office. There is no need
to manage multiple accounts or synchronize their Internet-ready wireless
device with their corporate system. E-mail messages with an attachment are
sent to a user's wireless device and simultaneously forwarded to a special
"attachment conversion" e-mail account. The attached document is
stripped of any graphics, reformatted to fit the device, and then resent
to the user in a readable format. E-Attach4 supports a variety of popular
document formats, including Microsoft Word, Excel, PowerPoint and Adobe
PDF.
No. 519, www.ccsmag.com/freeinfo
NetLert Releases NetLert 2.2, Debuts As New Company
NetLert, Inc. launched NetLert 2.2, the latest version of its
instant messaging software for corporations. Version 2.2 includes enhanced
security features and improved performance. NetLert 2.2 features secure
socket layer (SSL) support for enhanced security and includes support for
Java2 version 1.3, featuring substantial improvements in performance and
permits NetLert 2.2 to have a smaller memory footprint, and to demonstrate
better performance on a wider range of configurations. NetLert 2.2 employs
HTML as its native display format, and messages can include graphics or
embedded links, which will open a full browser window. NetLert 2.2 can be
integrated with the NetLert Enterprise Server (NES), an ODBC complaint
tool that can obtain data from corporate databases or call center ACDs (CTI
applications) and deliver that information to users' desktops via NetLert.
NES is fully customizable, flexible and extensible, and can be integrated
into an existing network. NetLert 2.2 supports Windows 95/98 and NT as
well as OS/2, Macintosh, Solaris and Linux. In related news, NetLert, Inc.
has become a distinct company, separate from SoftBase Systems, Inc., a
provider of database enhancement tools and solutions.
No. 520, www.ccsmag.com/freeinfo
HotVoice GUMNet Unified Messaging Platform
HotVoice Communications International, Inc., a unified
communications provider, unveiled its integrated communication platform
intended for small and medium-sized enterprises. Called GUMNet, HotVoice's
infrastructure is offered by subscription for businesses and free for
consumers. End users have access to free e-mail, voice mail and faxing as
a single package with national and international capabilities. Users can
also retrieve voice messages and faxes from the U.S. and 62 international
cities for the price of a local call from multiple interfacing devices
(phone, PC, PDA). Through private-label and co-branding, HotVoice aims to
be a premier communication application service provider by hosting or
forwarding GUMNet services for Web sites and ISP's. HotVoice's technology
and services are designed to allow for a variety of interfacing devices
and infrastructure configurations, such as Internet dial-up, DSL, cable
modem or T1 connections for computers and the wireless application
protocol (WAP) for cellular phones and PDAs. For consumers, comparable
HotVoice services are free and available after registering at the
company's Web site.
No. 521, www.ccsmag.com/freeinfo
Genesys Enhances Workforce Manager Solution
Genesys Telecommunications Laboratories, Inc., an Alcatel
subsidiary a provider of multimedia customer contact center solutions,
announced general availability of Workforce Management version 5.1.6. The
release features a browser-based interactive interface for supervisors and
managers and database compatibility with both Oracle and MS SQL. This
expanded capability is intended to drive a greater worldwide adoption of
the application, enabling customers to implement Internet Suite into
existing platforms and environments which should protect previous IT and
lower the total cost of ownership. The company stated that interactive Web
capability enables Workforce Manager 5.1.6 allow supervisors to perform
intra-day management tasks and permits agents to set preferences using any
PC with access to the company's Intranet. Contact center managers can
initiate immediate, proactive responses to changing events to ensure
service goals are attained. From the Web, supervisors can view real-time
adherence data from agent to enterprise level and react with schedule
changes made directly from the browser, resulting in improved service
levels. Agents can view their schedules at any time and enter working
preferences through the Web, providing increased job satisfaction through
more personalized schedules.
No. 522, www.ccsmag.com/freeinfo
Centergistic Releases Web And WAP Options
Centergistic Solutions Inc. released AgentView DataServer and two
new applications for its AgentView Enterprise software for customer
contact centers. The AgentView DataServer option is designed to enable
AgentView to collect and store data to an ODBC database. Users can opt to
perform simple SQL queries or export the archived AgentView information to
other applications, such as Web and wireless systems. Using the AgentView
Web and AgentView WAP applications, users of AgentView can view real-time
formatted data in tables on a Web page or WAP enabled device. This is
achieved through exporting AgentView statistics in XML to HTML, HDML or
WML from the DataServer, allowing for dynamic access off a Web page or via
any wireless handheld device (e.g., Palm Pilot, PDA, etc.).
No. 523, www.ccsmag.com/freeinfo
Splashnet.com WAPs Application Portal
Splashnet.com, a provider of Web-based customer relationship
management solutions, announced the availability of Wireless Application
Protocol (WAP) support for Splashnet, its Internet-based application
portal designed for small and mid-sized businesses to deploy a fully
functional CRM, e-business and fulfillment system via subscription. The
solution is intended to allow mobile sales and service professionals to
remotely manage their accounts by using their cell phones, pagers or
personal digital assistants (PDAs). No special hardware or software
downloads are required. Splashnet customers can incorporate field service
staff, merchandisers, sales forces, partners and customers within their
systems. Using the subscription service, companies can track all points of
entry into their business, manage customer contacts and deliver critical
customer information to their sales, marketing, customer service and
management staff, as well as conduct business across the Web.
No. 524, www.ccsmag.com/freeinfo
Daleen Announces eCare 3.0 Software Suite
Daleen Technologies, Inc. announced the general availability of
eCare 3.0, its software for rapid deployment of Web-enabled customer
self-care and enterprise business process management. eCare is meant to
enable customers to view, pay and manage their accounts online through a
secure Internet connection. eCare includes electronic bill presentment and
payment (EBPP) and enhancements, such as a synchronized product catalog,
ordering, portfolio and account management, access control and security,
as well as a unified view of operations and business-support systems
throughout the enterprise. Daleen offers eCare packages for integrated
communications providers, application service providers and broadband
services markets. The eCare packages, tailored for specific vertical
market requirements, include a complete set of catalog, collateral,
ordering and workflow templates with market-specific business logic and
functionality. They are meant to provide an "out-of-the-box"
solution adapted for each market type, while maintaining flexibility for a
service provider to create customized designs to meet its individual
requirements.
No. 525, www.ccsmag.com/freeinfo
Iwatsu Releases Message Navigator
Voice processing solutions provider Iwatsu America, Inc. released
ADIX Message Navigator for ADIX Telephony Office-Linx 2000, its Windows
NT-based voice processing server. ADIX Message Navigator, an optional
module for the server, is designed to provide small and medium-sized
businesses with a cost-effective application to handle their voice mail,
e-mail and fax messages from a single program on their desktop computer.
It delivers these communications directly to the user's current e-mail
client application's (SMTP, POP3 or MAPI-compliant) inbox, resulting in a
simplified point of contact for all incoming messages.
No. 526, www.ccsmag.com/freeinfo
NuContact From NUASIS
NUASIS Corp.'s NuContact Service is a mixed media, Internet
contact center delivered as a hosted service via the Web. The
subscriber-based service converges voice, e-mail and Web contacts into a
single IP communications system. All services and administrative functions
are accessed via a browser at a subscriber's site over an Internet
connection. NuContact Console, a common graphic user interface using a
standard Web browser, is the entry point for subscribers accessing all
functions of the NuContact Service. Users access different functions based
on their level: agent, supervisor, administrator or executive. The
NuContact Distributor is the heart of the service's NuContact Center. Its
Internet architecture converges and processes customer contacts regardless
of media channels, prioritizes contacts and handles them according to
customer needs and rules established by the e-business. The NuContact
Center supports e-mail management (group queues, auto response,
multi-tiered routing and rules, bulk processing, etc.), Web collaboration
(such as co-browsing, page sharing, screen push, Web callback and text
chat); ACD and auto attendant capabilities, a workflow engine and voice
mail. The NuContact Status Viewer allows for real-time management of
contact center interactions. A reporting feature provides standard and
analytical reporting across lines of business.
No. 527, www.ccsmag.com/freeinfo
Wireless Certificate Authority From Certicom
On October 1 of this year, the Electronic Signatures in Global and
National Commerce Act (commonly known as E-SIGN) took effect. The law
allows consumers and businesses to enter into and digitally sign
contractual agreements using remote or wireless devices (e.g., phones,
pagers, personal digital assistants, etc.) via the Internet. Certicom
Corp. recently announced the availability of its MobileTrust Certificate
Authority, providing Elliptic Curve Cryptography (ECC) digital
certificates. According to Certicom, ECC is the preferred encryption
method for wireless applications and devices because its structure allows
for faster processing speeds and reduced bandwidth usage, which results in
decreased demands on a wireless device's batteries. Certicom's MobileTrust
Certificate Authority service provides industry-standard certificates for
SSL and WTLS security protocols and enables applications via wireless,
such as stock trading, banking, e-commerce, secure e-mail and healthcare
applications. The MobileTrust CA Center is a secure facility with multiple
layers of physical and electronic protection, providing the market with an
end-to-end security solution for digitally signed transactions.
No. 528, www.ccsmag.com/freeinfo
eshare communications, a provider of customer interaction
management (CIM) solutions, announced that it named Loyd J. Olson
to the position of chief marketing officer. Olson joins eshare from Fourth
Shift Corp., where he was vice president of marketing and product
management.
Hipbone, Inc., a furnisher of real-time Web-based interaction
solutions, announced the appointment of Dixie Baker to the position
of vice president of sales. Most recently, she served as vice president of
sales at UpShot.com, a provider of hosted, Internet-based sales force
automation services.
Spanlink Communications, a provider of CTI and unified
communications products and services for contact centers, named Mark
Francis president and chief executive officer of the company.
Previously, Francis was Spanlink's vice president of business development.
Synygy Inc., a provider of incentive compensation software and
services, announced that Robert Winters has joined the company as
vice president of sales, reporting directly to Mark A. Stiffler,
president and CEO of Synygy. Most recently, Winters was executive vice
president of sales and marketing for Exante Health.
Stream International, an eCRM outsource solutions provider for
technology companies and e-businesses, announced the promotion of Margaret
Mansfield to vice president and general manager, in charge of sales
and service delivery for one of Stream's strategic business units.
Mansfield, a nine-year Stream veteran, was most recently business director
for the company.
TBC Consulting Group appointed Jay Hammans to vice
president. A former vice president of client services at IDRC/Telespectrum,
Hammans brings 12 years of teleservices expertise to TBC Consulting Group
from both the agency and telemanagement perspective, and spent the last 10
months working within the telemanagement and quality assurance industry.
Braxtel Communications, a developer of customer contact
management solutions for small and medium-size businesses, named Rusty
Coleman president and chief operating officer. Coleman joins Braxtel
from DAVOX Corporation where he was most recently the senior vice
president for North American sales.
Marketing solutions provider Epsilon today announced the
appointment of Bryan Kennedy to the position of chief technology
officer. Previously, Kennedy served a dual role with Epsilon as vice
president of technology and general manager of loyalty management
services.
NSDI Teleperformance, a provider of outsourced customer
relationship management solutions and teleservices, appointed Gene A.
Gray senior vice president of client services. Most recently, Gray
served as senior vice president for Interactive Teleservices.
DraftWorldwide, a global marketing agency, named Joanne
Multari vice president for global business development. Multari was
vice president and group account director at DraftWorldwide Canada. Greg
Paull joined the company as regional director of corporate
developments for the Asia/Pacific. Paull was most recently with Ammirati
Puris Lintas/Singapore.
Harte-Hanks, Inc., a provider of CRM and related solutions for
businesses and organizations, announced several promotions. Four senior
vice presidents were appointed: Craig Combest, currently president
of the national sales organization; Charles Dall'Acqua, president
of marketing services; Dick Wai-Cheong Man, president of data
technologies; and Gary Skidmore, president of the CRM response
management operation. Additionally, six vice presidents were named: Bob
Brown (group president, market intelligence, CRM), Kathy Calta
(group president, data services, CRM), Jim Davis (group president,
marketing services), William Goldberg (president, financial sales
organization), Spencer Joyner (group president, systems integration
and software, CRM) and Tann Tueller (group president, CRM).
Mitesh Desai accepted the position of vice president of
marketing and business development for Compaq Telecom. A veteran of
the communications industry, Desai was most recently with Nortel Networks
where he directed the data services strategy development for emerging
service providers.
Richard J. Maxwell was named chief executive officer of CorporateGifts.com,
a Web-based solutions provider for corporate incentive, recognition and
gifts programs. Maxwell was previously chief operating officer at
Management Reports, Inc.
eOn Communications Corp., a provider of Linux-based unified
voice, Web, and Internet communications servers, named David S. Lee
chairman and chief executive officer of the company. Lee, eOn's founder
and chairman of its board of directors, had been serving as interim CEO.
Also, the company's chief technical officer, Troy E. Lynch, was
promoted to executive vice president.
Sheen Khoury, former senior vice president of strategic sales
for Exodus Communications, Inc., has joined Web intelligence services
provider Primary Knowledge as its new senior vice president of sales.
The Dialog Corporation, a provider of online-based information
solutions, appointed Richard H. King executive vice president and
chief technology officer. King will oversee all global technology
functions at Dialog. Prior to joining Dialog, King served as senior vice
president and chief information officer for Ceridian Employer Services.
Gary Ross was named director of product management at Connex
Technologies, a provider of telecommunication software integration
applications. Prior to his appoint, Ross was director of revenue assurance
at U.S. West (now Qwest).
SITEL Corporation, a provider of electronic customer
relationship management (eCRM) solutions across all communication
channels, announced the appointment of Gonzalo Mari�tegui, as
managing director of SITEL Iberica. Prior to his appointment, Mari�tegui
worked in a senior executive capacity at Hertz Corporation in both Spain
and Portugal.
Alliance Systems, Inc., a provider of communications solutions
for telephony, data, e-business and wireless communications
infrastructure, promoted Jeffrey A. Hudgins to vice president of
operations. Prior to joining Alliance, Hudgins was the vice president of
operations at PressCut Industries, a manufacturer of telecommunications
equipment.
Sprint, a global communications company, announced the
appointment of Don Hallacy as president of technology services,
replacing George Fuciu, who will serve as a consultant for Sprint until
his planned retirement in July 2001. Hallacy most recently served as
president of Sprint Internet. He will report to Ronald T. LeMay,
Sprint president and chief operating officer.
MarketSoft Corp., a provider of business-to-business e-marketing
solutions, appointed Michael Kozub vice president and chief
marketing officer. Prior to joining MarketSoft, Kozub was executive vice
president of marketing, sales and corporate developments at RealAge.com.
Expanets, Inc., a mid-market networked communications solutions
provider, named Rick Schonbrun executive vice president of emerging
technologies. Schonbrun was most recently vice president of global sales
for NBX Corp.
SSP Media, a division of Shooting Stars Post, Inc. and a
provider of full-service media and interactive program solutions,
announced that Kosh Das was named director of marketing. Most
recently, Das was senior marketing manager with Protocol. Also, Brad
Courtney has re-joined the company as director of technical and
creative services. Courtney's background includes broadcast production,
interactive and visual programming and Internet technology.
AskIt.com, an application service provider of outsourced online
customer service solutions, appointed Raymond Blum as vice
president of systems architecture. Prior to his appointment, Blum was a
project leader and technology mentor at Home Box Office.
Witness Systems, Inc., a provider of customer interaction
recording, analysis and e-learning software, named Loren Wimpfheimer
vice president of strategic development and general counsel. Wimpfheimer
joins Witness Systems from Harbinger Corp., a provider of electronic
commerce software and services, where he served as vice president of
business development, general counsel and secretary.
Blue Pumpkin Software, a provider of workforce management
solutions, appointed Julian Harper vice president of European,
Middle Eastern and African markets (EMEA). Harper was previously CEO and
managing director for EMEA at Systems Union Limited.
Dan D. Cruice was named executive vice president of sales at TeleSpectrum
Worldwide Inc. Cruice most recently was with Decision One Corp.
Convergys Acquires Taima
Convergys Corporation, a provider of outsourced, integrated,
billing and customer care services, announced the acquisition of Taima
Corporation, a privately held, Ottawa, Ontario-based company that operates
integrated technical help desk support services for Internet service
providers (ISPs) and other Internet-based clients. Taima and its
approximately 800 employees will become part of Convergys Corporation.
Taima adds to Convergys' technical support capabilities in the high-growth
ISP sector. Convergys will utilize Taima's advanced capabilities in
agent-handled telephone support, e-mail support, auto-response e-mail,
agent-assisted self-service, automated self-serve (IVR or online) and live
chat, to expand its resources for technical help desk support.
iSKY Secures Telecom Potential
iSky Inc., a provider of outsourced customer care, acquired
Telecom Potential Group (TPG) of Bristol, U.K. TPG is a customer
communications outsourcer for the financial services, telecommunications,
technology, leisure and tourism industries. The move provides iSKY with a
presence in the U.K., an existing European customer base and a springboard
for future business ventures in Europe. iSKY and TPG have shared a
relationship for several years and have executed collaborative projects in
the UK. The company said it looks forward to introducing integrated,
multichannel technology and customer relationship management service and
solutions to the European market. Peter McCarthy, the founder, chairman
and managing director of TPG, was named chief executive officer of
European operations and will continue in his current capacity.
!hey software And icontact.com Merge
!hey software inc., a provider of contact center and voice
technologies, and icontact.com, a supplier of personalized online
communication software, have merged and formed !hey inc. The new company
will offer a personalized communications application suite intended to
help businesses acquire, service and retain customers. Both companies
expect their combined strengths in technologies and Web personalization to
provide optimized customer interaction opportunities across all channels.
Duncan Mackay, president of !hey software will remain president and CEO of
!hey inc. icontact.com's CEO, Bill Christie, will serve as COO of the new
company.
CAS, Inc. Attains Pinnacle
CAS, Inc., an eCRM solutions provider, announced the acquisition
of Pinnacle Integrated Communications, a full-service customer care
provider servicing the needs of the Internet community. Kent Stormberg,
president of CAS, said that the acquisition "is a strategic fit for
CAS and it allows us to round out our eCRM set of services (and) offer
interactive customer care as an important link in providing a total eCRM
solution." Pinnacle services a diverse client base, providing
agent-assisted inbound/outbound customer care, Internet-based live chat
and personalized e-mail processing. CAS' eCRM services provide
demographic, buying behavior information that assists in the
personalization of customer interactions.
Signature Signs With FirePond
FirePond, a provider of integrated e-business solutions for
multichannel selling, announced its acquisition of Signature Software, a
training and consulting firm specializing in the architecture, design and
construction of distributed enterprise applications. The company said it
gained the expertise of Signature's training and implementation personnel
to meet partner and customer demand for its technology and as part of its
growing services organization. Signature has developed solutions for
clients across many industries, and FirePond expects to accelerate the
adoption of its technology in the marketplace through the acquisition.
Siebel Inks Deal With Janna Systems
Janna Systems Inc., a provider of e-business solutions for the
financial services industry, announced that it has entered into a
definitive agreement with Siebel Systems, Inc., a supplier of e-business
application software, for Siebel to acquire Janna in a share exchange
transaction. Siebel Systems intends to integrate Janna's technology into
Siebel's e-business applications. The acquisition is intended to deliver
comprehensive solutions for retail banking and brokerage, institutional
finance and insurance customers. The companies said the financial services
marketplace is rapidly converging, causing traditionally independent
businesses to consolidate. The companies will integrate the two
complementary product families into a single product suite based on a
common Web architecture beginning with Siebel Financial Services 2001,
planned for release in Summer 2001. Siebel Systems and Janna will support
all of their current customers and products and will offer a comprehensive
upgrade path to the unified Siebel Financial Services product line. The
acquisition is subject to the approval of Janna Systems' security holders,
court and regulatory approvals and on certain other conditions. The
transaction is expected to close in the fourth quarter 2000.
PCsupport.com Acquires MyHelpDesk
PCsupport.com, Inc., a provider of e-support solutions, announced
the acquisition of MyHelpDesk, Inc., a content provider of online,
computer self-help directories. The integration of MyHelpDesk self-help
directories into the PCsupport.com suite of e-support tools and remote
support services is expected to create a comprehensive industry offering
that enables corporations to increase productivity and reduce support
costs. With these additional capabilities, PCsupport.com anticipates
acceleration in revenue growth from consumers and corporations worldwide.
Under the terms of agreement, PCsupport.com will acquire all of the assets
and certain limited liabilities of MyHelpDesk in exchange for 1,500,000
shares of its common stock. The acquisition is subject to customary
closing conditions and regulatory approvals.
CustomerSoft Acquires Data National's Assets
AutoTrac, LLC, a subsidiary of CRM software solutions provider
CustomerSoft, Inc., has acquired most of the assets of Data National
Corporation, a CRM technology and services provider for the automotive
industry. The acquisition enables CustomerSoft to expand its CRM software
offerings and provides AutoTrac with expanded service and fulfillment
capabilities, such as database marketing, data warehousing, predictive
modeling, surveys and Internet communications. Don Warriner, previously
president and CEO of Data National, was named president of AutoTrac.
ChaseData Catches PowerStation Predictive Dialing
Systems
ChaseData Corp., a provider of computer-telephony solutions and
services, acquired PowerStation predictive dialing systems from
Miami-based SoftSteele Corp. for an undisclosed sum. The move reflects the
shift in ChaseData's long-term business strategy to fulfill every aspect
of the customer experience from coding to installation and beyond. The
acquisition provides it with a single product focus in order to offer a
solution that better meets the requirements of customers in a dynamic,
"real-world" environment. The company is currently in the final
phases of live tests for its PowerStation 2 product that incorporates
expanded Internet, scripting and legacy system integration.
WorldCom To Merge With Intermedia
WorldCom, Inc., a provider of "all-distance"
communications services, and Intermedia Communications, a furnisher of
integrated, data-centric solutions for business customers, announced they
have signed a definitive merger agreement. As a result of this
transaction, WorldCom will acquire a controlling interest in Digex, a
provider of managed Web and application hosting services. Through its
acquisition of Intermedia, WorldCom will own approximately 55 percent of
Digex's equity interest and 94 percent of its voting interest. The merger
is expected to accelerate WorldCom's Web hosting expansion by providing a
comprehensive portfolio of hosting products and services for mid- and
large-sized businesses. The companies expect the merger to close early in
2001.
Quicknet Acquires OpenH323 Project Mavens
Quicknet Technologies, Inc., a provider of low-density Internet
telephony products, announced the purchase of Australia-based Equivalence
Pty. Ltd., the creator of the OpenH323 project. The acquisition expands
Quicknet's ability to supply custom interfaces between OpenH323 with their
hardware and software. OpenH323 is an Open Source implementation of the
ITU H.323 protocol that provides interoperability between users, gateways
and gatekeepers. The OpenH323 Project is an Open Source development
project with over one thousand companies and individuals around the world
that contribute to the source code via the Internet. Quicknet said that
the acquisition will enable it to deliver a richer and lower cost set of
solutions to customers, providing a substantial platform for a variety of
application, product and device developments. Quicknet has confirmed that
this acquisition does not affect the Open Source nature of the OpenH323
project, and is committed to continuing the success of OpenH323 as a
collaborative effort. Quicknet has incorporated the OpenH323 stack into
its flagship software product, the Internet SwitchBoard 4.0 and will be
providing commercial support for software and product developers seeking
the most effective use of OpenH323 in their projects. Developers
interested in obtaining support agreements can contact Quicknet at
[email protected].
Broadbase And Servicesoft Announce Intentions
Broadbase Software, Inc., a provider of customer-focused analytic
and marketing automation applications, announced it has signed a
definitive agreement to acquire privately held Servicesoft, Inc., a
supplier of intelligent e-service solutions. With this acquisition,
Broadbase expects to provide a complete platform for intelligent customer
interactions across all touch points and an analytic and operational
infrastructure that unites inbound and outbound transactions. Broadbase
noted that the acquisition also will enable its product-focused approaches
to rapidly integrate for providing a comprehensive, intelligent eCRM
software suite.
FrontRange Emerges From GoldMine
GoldMine Software Corp., a developer of sales, marketing and
customer support software for small to medium-sized organizations, changed
its name to FrontRange Solutions Inc. According to the company, the name
change reflects a significantly broader corporate strategy, which will
include retention of the company's award-winning customer relationship
management products and service optimization applications while making an
aggressive, definitive move into more Web-based products and total
e-business solutions. The GoldMine Division will remain focused on the
customer relationship management solutions of GoldMine FrontOffice 2000
and the sales force automation (SFA) solution of GoldMine 5.09. The HEAT
Division will focus on service and support optimization applications for
both internal and external customers. A new division will deliver
integrated front- and back office e-business solutions and offer a suite
of applications for companies with complex e-commerce requirements.
Building A Call Center Community
John Repici, an independent programmer developing a next
generation readerboard system, has launched Readerboards.com, a new Web
site through which he wishes to solicit information, ideas and experiences
from members of the call center industry, and incorporate these data into
a "killer" readerboard design. In appreciation of participation
in his efforts, Repici also offers quite a bit in return. He wants
Readerboards.com to serve as an online resource for all members of the
call center community, with workers, consultants and trade press having
access to a variety of features, such as public forums, private discussion
boards, chat areas, survey creation and participation, personal Web page
creation and general reference links. The Front Porch, an open discussion
board, is offered to all visitors to the site. To access other discussion
boards and Web site creation tools, participants are required to register.
Membership is free.
Three Teradynettes Combine To Form Empirix
Empirix, Inc. announced its debut as a provider of performance
testing and monitoring solutions to meet quality demands set by the
Internet and communications markets. Created from the three network and
software testing businesses of Teradyne, Inc., Empirix will offer testing
solutions to address the needs of communications equipment manufacturers,
e-businesses and enterprise call centers. The company consists of Hammer
Technologies (automated voice and data testing solutions), RSW Software
(e-business application testing solutions) and Software and Systems Test
(automated test generation solutions for computer-telephony and
software-based communications systems). As an independent company, Empirix
will be able to accelerate its growth in the fast-growing Internet and
communications software test markets, which are divergent from Teradyne's
core business. Jeff Hotchkiss, an industry veteran and former Teradyne
CFO, will lead the company as president and chief executive officer.
Teradyne founder, Alex d'Arbeloff, will chair the Empirix board. Empirix
also announced it has received funding from venture capital firm Matrix
Partners. Teradyne will retain a minority stake in the company.
Phonetic Systems Garners Siemens Certification
Phonetic Systems, a provider of speech recognition solutions,
announced that its PhoneticOperator speech recognition system has
completed testing and has earned certification in Siemens Information and
Communication Networks Group's Ready Developer support program for
seamless operation with the company's Hicom 300 H communications server.
The Siemens program provides technical and marketing support to third
parties at all stages of their product concept and development process. It
offers developers tools, technical and marketing support and a test
environment in which to test product integration. The program also offers
integration testing of call center products with Siemens line of
communications servers. The newly certified product is a speech
recognition solution that allows Internet service providers and enterprise
businesses to provide easy access to people and information by using their
natural voice with any phone or wireless device. Applications include
voice driven automated attendant, call routing, directory assistance,
information retrieval, voice-activated dialing, etc.
Netkey Selects DSL.net For DSL Internet Access
Netkey, Inc., a provider of innovative end-to-end solutions for
Internet kiosks, has selected DSL.net, Inc., a high-speed data
communications and Internet solutions provider for businesses, to provide
broadband digital subscriber line (DSL) Internet access to Netkey
customers deploying Internet kiosks. Through the agreement with DSL.net,
Netkey will offer DSL.net's broadband Internet access services to its
customers as a high-speed option for connecting an interactive kiosk with
a company's network over the Internet. Netkey delivers its
hardware-independent software through its own Internet-based application
service provider (ASP) site called Netkey Express and through
partnerships. Netkey expects to both enhance the performance and system
reliability of its customers, since many retailers are interested in
adopting Web kiosk technology for point of sale, loyalty programs, gift
registries, etc., but do not have easy access to broadband network
connectivity.
Rhythms Opts For eFusion Voice-Enabling
eFusion Inc., a provider of online communication services for
e-commerce, announced that Rhythms NetConnections Inc., a supplier of
broadband communication services, selected eFusion's Push toTalk (PtT)
service to voice-enable its Web site, www.rhythms.com.
The service provides online visitors a direct, real-time connection to
Rhythms' partner representatives who offer Digital Subscriber Line (DSL)
services to businesses and consumers in the U.S. With a push of a button,
visitors can initiate an immediate call from selected resellers listed on
the Rhythms Web site. Besides increased convenience for end users, the
technology is expected to add value for Rhythms' partners by instantly
connecting prospects with their preferred local provider. In the future,
Rhythms may add other Push to Talk capabilities, which include enabling
consumers and agents to talk directly over the Internet or communicate via
text chat.
Nortel Integrates SpeechPearl
Nortel Networks has integrated the SpeechPearl speech recognition
engine from Philips Speech Processing, a business unit of Royal Philips
Electronics, with its OSCAR (Open Signal Computing and Analysis Resource)
voice interaction platform for e-business, enabling deployment of
speech-enabled directory assistance and customer care applications. OSCAR
is the dedicated speech-processing platform on which Nortel Networks'
interactive voice response (IVR) and computer-telephony integration (CTI)
solutions are built. The SpeechPearl engine enables users to have natural
dialogs with IVR systems in place of touch-tone responses to menus. It is
designed to support 20 languages and a 200,000-word dictionary.
ProSci Commences Call Center Study
ProSci, a Colorado research company and sponsor of the Call Center
Learning Center, announced the 2000-2001 worldwide study for call center
managers on call center operations, management practices and new
technology. The study is co-sponsored by Vanguard Communications
Corporation. The previous study in 1999 involved 112 call centers from 12
countries representing a wide range of industries. This study is designed
to determine what strategies are working (or not) as call center managers
worldwide redefine their processes and systems to reduce costs, increase
customer satisfaction and bolster revenues. Topics for the study include
what changes are driving the largest improvement in service quality and
customer satisfaction, the most effective revenue generating CRM
strategies and what technologies are producing the greatest cost
reductions. The study is open to anyone involved in a management role in a
call center environment. Participants of the study will receive a report
of the benchmarking study results and a copy of ProSci's benchmarking
report Best Practices in Change Management. To participate in the study,
visit www.call-center.net.
Buffalo Stampedes To New Identity
Buffalo International, Inc., a provider of tools and systems to
telephony-enable e-business and CRM applications, changed its name to
Calltrol Corporation. The company said the name is meant to represent both
what its products do (control calls) and the niche that it occupies in the
contact center/computer-telephony industry. Calltrol's product, Object
Telephony Server (OTS), will retain its name. The OTS product line also
has been revamped to better address the broad variety of needs supported.
Several different modules of the OTS product will be available, including
Outbound Live, ACD Plus, Message Delivery and Complete, based upon
customer and contact center needs.
APAC In The Chips For Harrah's CRM Services
APAC Customer Services, Inc. announced it has been awarded a
multi-year contract from Harrah's Entertainment, Inc. APAC will provide
Harrah's with customer care services and support the services offered to
customers over Harrah's Web site. APAC Customer Services will engage its
multichannel customer contact capabilities and customer interaction
centers to help meet Harrah's increasing volume of customer inquiries and
reservation requests, averaging more than 11,000 calls per day.
Teleperformance Opens A Trio Of Contact Centers
Teleperformance, a division of SR. Teleperformance Group and a supplier of
outsourced customer relationship management solutions and teleservices,
announced the openings of three state-of-the-art multimedia contact
centers. The new centers reflect the company's intent to offer clients the
ability to outsource their entire customer relationship management
enterprise to a single provider. The three facilities are located in
Youngstown, Ohio, McAllen, Texas and Atlanta, Georgia. The Atlanta center
is a fully functional multimedia contact center lab, attached to
Teleperformance's U.S. corporate offices, and features the latest in CRM
and teleservices technology. The lab is designed to test technology and
pilot programs prior to deployment in Teleperformance's contact centers,
thus ensuring the quality of the customer relationship programs. The
Web-enabled centers can handle all aspects of the customer relationship,
including customer acquisition, service and billing.
eLoyalty Opens In Austin City Limits
eLoyalty, an eCRM services company, announced the opening of a new
and expanded Loyalty Lab in Austin, Texas. The 40,000-square-foot facility
has an Innovation Center that is designed to allow clients to view loyalty
scenarios using eLoyalty's solutions, and a Development Center where
eLoyalty Suite is developed. The facility houses support services for
eLoyalty Support and Loyalty Foundation, its hosted eCRM solution. The Lab
also provides education and career development training classes as part of
the company's Learning Education and Development program.
Convergys To Build Contact Center In Lewiston
Convergys Corporation, a provider of outsourced, integrated
billing and customer care services, announced plans to open its second
contact center in Idaho next summer in Lewiston, Idaho's new business
& technology park. Convergys expects to create over 400 jobs and build
approximately 250 workstations in a state-of-the-art,
30,000-40,000-square-foot facility. The center is scheduled to open in the
third quarter of 2001.
EDS Opens Sydney Center
EDS, a provider of e-business and information technology services,
started operations at its EDS Sydney Center in Sydney, Nova Scotia. The
facility is a state-of-the-art customer interaction center and technology
showcase providing inbound and outbound customer service via telephone,
fax, e-mail and Internet for EDS clients and their customers. The facility
is expected to create up to 900 full-time jobs in Sydney over the next
four years.
RMH Builds Yuma Facility
RMH Teleservices, Inc. announced the opening of a new call center
in Yuma, Arizona. The facility will encompass 40,000 square feet and
contain 300 workstations, bringing RMH's total workstation count to 3,800.
RMH representatives said they are building the center to accommodate
increased business from new and existing clients for both inbound and
outbound services. The expansion into the Southwest is also designed to
provide access to a strong labor pool that can provide in-language
services to clients.
Unisys And thinkAnalytics Ally
thinkAnalytics Corporation, a wholly owned subsidiary of Gentia
Software, announced an agreement under which thinkAnalytics and Unisys
Corporation, a provider of integrated solutions, services platforms and
network infrastructure, will market thinkAnalytics software for use on
Unisys e-@ction Enterprise Server systems. thinkCRA is an integrated suite
of customer relationship analytics applications designed to deliver
intelligent, actionable and predictive information. Both companies expect
that, coupled with the Unisys e-@ction Enterprise Server ES7000 and ES5000
systems, the software can help companies gain faster insights into the
ever-increasing customer data environment of the e-business world. Unisys
ES5000 servers comprise two-, four- and eight-processor systems featuring
value-added technologies for enterprise-class reliability, scalability,
performance and ease of administration.
Chordiant Enters Consulting Agreement With Caro;
Partners With Witness
Chordiant Software, Inc., a provider of e-business infrastructure
software for customer interaction, and Caro Systems, Inc., specializing in
the rapid delivery of integrated information solutions at the enterprise
level, announced a strategic consulting agreement. Caro will work as an
integration partner to expand the delivery capability for Chordiant
solutions. Through the agreement, both companies expect to help meet the
growing need in the market for front- and back-office and legacy
integration of eCRM (electronic customer relationship management)
solutions. The two companies believe they can help companies gain
competitive advantage and retain more customers by integrating customer
contact over the Internet, via e-mail and mobile devices, through call
centers and brick-and-mortar service centers. Chordiant also formed a
technology partnership with Witness Systems, a provider of multimedia
customer interaction software. The companies will integrate their
solutions and conduct co-marketing activities. The integrated solution
combines Witness' eQuality performance optimization software with
Chordiant's unified eCRM infrastructure software and is expected to allow
joint customers to strengthen their CRM initiatives, enhance customer
loyalty and help to ensure consistent customer service across multiple
access channels.
Epsilon And Sagent Form Partnership For Internet-Based
Marketing Solutions
Epsilon, a supplier of marketing solutions, and Sagent Technology,
Inc., a provider of real-time e-business intelligence solutions, announced
the formation of a strategic partnership. The partnership will integrate
Sagent's solutions to power Epsilon's customized marketing platforms,
providing clients secure, real-time Internet access to customer
information and data analysis. The partnership expects to offer rapid
development of high-performance marketing platforms giving clients the
ability to quickly see results from new marketing initiatives.
Net2Phone, Backed By Cisco Investment, Founds Adir
Net2Phone Inc., a provider of voice-enhanced Internet
communications services, announced the formation of a new company to
develop and market network management software for Voice over IP (VoIP)
and other packet-based multimedia networks. The new company, Adir
Technologies, Inc., will offer Net2Phone's VoIP network management
software to telecommunications, Internet, wireless, next generation and
broadband service providers and enterprises worldwide. Adir's technology
is intended to help provide greater Quality of Service (QoS) by providing
advanced tools for fault detection, notification and diagnosis of network
equipment from the voice network service perspective. Net2Phone also
announced that Cisco Systems, Inc. purchased a minority equity interest in
Adir Technologies. The companies have agreed to a relationship in which
Cisco will jointly market Adir's network management platform to its VoIP
customers. Through this relationship, Net2Phone expects to realize a
substantial new source of revenue from software licensing fees.
eConvergent, TRITECH Partner For eCRM Solutions
eConvergent Inc., a provider of business solutions for e-business
customer interaction, announced a strategic partnership with TRITECH
Information Strategies, a supplier of CRM consulting and systems
integration services. The partnership expects to leverage TRITECH's
experience in consulting and call center automation and eConvergent's
hosted eCRM business solutions to provide clients with a combination of
technology and services to help them improve customer satisfaction and
profitability.
Vodavi And TriVium Ink Marketing Agreement
Vodavi Technology, Inc., a supplier of business telecommunications
solutions announced it has entered into a marketing partnership with
TriVium Systems, Inc., a provider of e-business relationship management
software for small and medium-sized businesses. Under terms of the
agreement, TriVium's CallAnalyst call accounting software will be offered
to users of Vodavi's STARPLUS, STARPLUS TRIAD and infinite digital key
telephone systems. Vodavi will also act as a conduit to assist its dealers
and their customers in obtaining this tool to process and report call
accounting information. Vodavi dealers will sell CallAnalyst, which
replaces Vodavi's discontinued CallSort Pro product. Technical support
will be provided directly to Vodavi dealers by TriVium.
Avaya Partners With Compaq
Avaya, Inc., a provider of communications systems and solutions
for enterprises, announced a three-year business relationship with
computer products and services manufacturer Compaq Computer Corp. Compaq
will install and support Avaya's DEFINITY business communications systems
(and applications such as messaging and customer relationship management)
internationally for multinational and non-U.S. customers. The relationship
will complement Avaya's existing worldwide service operations. The
nonexclusive subcontracting arrangement is currently underway in Spain and
Italy, and the companies planned to expand the agreement to Germany,
Switzerland and the United Kingdom as of the end of September 2000. They
expect the agreement to encompass other regions and include additional
Avaya products in the future. Compaq technicians will train at Avaya's
European service centers and with Avaya's international services force,
and provide Avaya's customers with installation and onsite support
services.
Onyx Software And Allegis Announce Alliance
Onyx Software Corp., a supplier of enterprisewide,
customer-centric e-business solutions, and Allegis Corp., an application
service provider (ASP) of collaborative demand chain software and
services, announced a strategic sales and marketing partnership. The
agreement provides for both companies to jointly market each other's
products to customers who use broad-based functionality in managing
two-way communication and relationships with partners. The companies cited
a similar technical architecture that is expected to provide a smooth
integration with other enterprise solutions.
MCK Collaborates With NEC On Remote Voice Applications
MCK Communications, Inc., a provider of solutions for delivering
business-quality voice over existing and next-generation networks,
announced it has expanded its alliance with NEC America, Inc.'s Corporate
Network Group (CNG). The companies will collaborate in offering a complete
suite of remote voice solutions over packet networks. MCK said the
agreement is part of its strategy to become the remote voice solutions
bridge between legacy voice systems and next-generation networks and
applications. Both companies said they recognize the value in developing
voice solutions that take advantage of the cost-savings, new applications
and services available with deploying packet networks for branch office
employees, remote workers and contact center agents.
Cyberserv's Alliance With Allaire Yields New Suite Of
Solutions
Cyberserv Inc., a developer of e-commerce and CRM software
solutions and a member of the Allaire Corp.'s Alliance Partner program,
introduced a suite of e-CRM products, "beCyber," developed with
the use of Allaire's ColdFusion and XML technology. The "beCyber"
product line, launched this fall, includes a full line of e-CRM, Web
marketing, project collaboration, back-office integration, personal portal
applications and customer support services. The Allaire Corporation is a
provider of Internet software products and services for companies building
their business on the Internet. The Allaire Alliance Partner Program is
comprised of a worldwide network of systems integrators, independent
software vendors, development and training consultants, Internet service
providers (ISPs) and distributors. The Allaire Alliance provides partners
with comprehensive services, support and technology to enable customers to
bring their e-commerce and enterprise business solutions to the Web.
Artisoft And HP Deliver Soft Phone System
Artisoft Inc., a developer of software-based phone systems,
announced a strategic alliance with Hewlett-Packard Company to deliver an
open, standards-based turnkey computer-telephony solution for small- to
medium-sized businesses and corporate branch offices. Under the terms of
the agreement, Artisoft's TeleVantage software-based phone system, which
uses Intel Dialogic voice processing, platforms, will be integrated with
the HP NetServer platform. The bundling of TeleVantage with the NetServer
and Dialogic platforms is expected to provide VARs and end users with a
customized plug-and-play telephony solution that is easily integrated with
other business-critical applications. The plans are for HP to distribute
this bundled solution through its worldwide sales channels.
Prestige, Synchrony Strike Accord
Synchrony Communications Inc., a provider of integrated electronic
customer interaction management solutions, announced a strategic agreement
with Prestige International, an international outsourcing solutions firm
headquartered in Tokyo, Japan. As part of the agreement, Synchrony will
provide Prestige with remote-hosted and licensed electronic customer
interaction management software to manage customer relationships via the
Web and traditional analog telephone lines. This change is part of
Prestige's service and growth strategy and is intended as a standard
technology platform across all Prestige contact centers in Sydney,
Australia, London, U.K. and San Francisco, California. Prestige will use
Synchrony's technology to develop a new business model that focuses on
outsourcing both customer service personnel and customer service
technology. The agreement with Prestige complements Synchrony's plans to
expand internationally.
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