November 1998
Xantel Introduces Connex Version 2.4
Xantel Corporation has announced the latest version of its flagship product, Xantel
Connex, an open-standards, object-oriented and Windows NT-based software platform that
integrates in front of or behind the existing PC. The latest version, V2.4, is designed to
enable customer service environments to rapidly deploy a highly personalized customer
management solution, while preserving existing investments in communications
infrastructure. Xantel Connex's knowledge-based routing combines with open database
integration to optimize the customer information available at the point of contact. For
more information, contact Kristen Beckman at 602-446-4036 or visit www.xantel.com.
Mode Office Systems Reengineers Its Apton Line
Mode Office Systems announced that it has completely reengineered its Apton line of
one-inch panels and related furniture. The company's original furniture system line, Apton
has been upgraded and simplified to provide call center operators and owners with a
budget-priced alternative to Mode's flagship Profile80NXT line of panels and furniture. A
notable part of the reengineering is the base-mounted cable raceway that can be accessed
through large sliding doors, the size of which facilitates easy cable management; an
optional, recessed module allows these connections to be made right at the work surface.
For more information, call 800-497-9873 or visit www.modeoffice.com.
Fujitsu Meets Call Center Application Needs
Now available from Fujitsu Business Communication Systems, Inc. is IntelliSolve, a new
professional service that offers customized computer-telephony integration (CTI),
interactive voice response (IVR), fax and Web application development services.
IntelliSolve is designed to provide call center customers with custom, self-service
applications on the Edify Electronic Workforce platform, Fujitsu's TranSend messaging
platform and other systems. In addition, it offers packaged CTI applications such as
screen pops as well as other services such as project management, integration, testing,
implementation and support. For more information, contact Patrick O'Rourke at 619-623-4301
or visit www.fbcs.fujitsu.com.
Edify Enhances Internet Banking Package
Edify Corporation has unveiled Electronic Banking System (EBS) Release 3, the latest
version of its Internet banking system. EBS Release 3, designed as a complete bill
presentment and payment solution, helps financial institutions enhance customer
relationships by aggregating billing and payment information on behalf of their customer
base. It consists of four software modules: a Bill Presentment Engine, Bill Payment
Engine, Open Finance Server and CheckBook transaction register. Edify has also unveiled
the Business Banking System (BBS) Release 3, which will be available as a separately
purchased option to the EBS. The BBS Release 3 has been designed to address the challenges
associated with delivering financial services to small business customers. It features
cash management and information reporting modules, such as Balance Reporting, Payments
& Collections, and Profiles, as well as several administration modules. For more
information, contact Frank O'Mahony at 650-326-5501 or visit www.edify.com.
Switchview Solutions For Small-To-Medium Call Centers
Switchview has announced Right-On-Queue (ROQ) Lite, the latest addition to the ROQ family,
designed for call centers with up to 25 agents. It provides call center managers with
real-time monitoring, point-and-click configuration management and drill-down graphical
reporting. ROQ Lite operates on Windows NT Workstation and uses real-time data, enabling
call center managers to monitor agents and queues using accurate and up-to-date
information. Switchview has also announced the addition of a call control application
called Vterm to the Q-Master intelligent call-delivery system for small-to-medium-sized
call centers. Using CTI technology, Q-Master provides a dynamic, real-time call routing
environment to ensure callers receive quick attention. For more information, call the
company at 905-602-8626 or visit www.switchview.com.
GWI Delivers New Customer Service Applications
GWI Software has introduced a Customer Management Suite with the availability of Force!
for Lotus Notes Version 6.0, a Lotus Notes-based sales force automation application. GWI's
Customer Management Suite includes Force!, as well as Help! for Lotus Notes Version 6.2
and WebHelp! Version 3.0. Together, these applications provide users with a complete
solution that automates sales, support and service with software that allows each
department to be more effective while increasing communication and collaboration between
all departments. The new release of Force! for Lotus Notes integrates seamlessly with
GWI's customer-support application, Help! for Lotus Notes Version 6.2, providing users
with a common users interface and the necessary backend functionality. The newly released
WebHelp! Version 3.0 provides small- and medium-sized businesses with support for the 3Com
PalmPilot through the Web, advanced Internet search capabilities, as well as new
navigation features that enable customers to solve their own problems online quickly and
easily. For more information, call Al Hulaton at 360-397-1000 or visit www.gwi.com.
ALTech Introduces SpeechWorks 4.0
Applied Language Technologies, Inc. has unveiled a new version of its SpeechWorks
software. The new SpeechWorks 4.0 release features ALTech's Tuning Tools that help
customers analyze and improve the speech interface based on actual caller data. The tools
include ShowCall, which uses system data and waveforms to recreate a call and analyze the
user interactions, and AppStats, which generates detailed call statistics on a range of
items, enabling developers and managers to get a realistic picture of call flows and
system usage. Also provided by SpeechWorks 4.0 are: additional DialogModules, ALTech
building blocks for rapid application development; support for multiple languages; and a
Platform Integration Interface. For more information, contact Lauren Richman at
617-428-4444 or visit www.altech.com.
EIS Unveils Centenium XL
EIS International has announced the release of Centenium XL, a significantly enhanced
version of EIS' Centenium call management system. The Centenium XL system provides full
inbound and blending functionality on the Centenium server, plus inbound scripting
functionality. It also offers expanded capabilities and features for system
administrators, supervisors and agents, including increased reporting capabilities. The
system's open client/server architecture makes it especially attractive to today's call
center operator. It incorporates TCP/IP for stability on the network and ease in
transmitting information between dissimilar networked computer systems. For more
information, contact Roseanne Desmone at 703-326-6509 or visit www.sersolutions.com.
Cellular Linking Launches New Dialing Service For Wireless
Communication
JEMAN Technologies, the R&D affiliate of Cellular Linking, has been granted the
exclusive patent for, among other things, providing specialized dialing through wireless
communication for promotional purposes. The patent covers all specialized dialing from
wireless phone, including voice recognition and abbreviated dialing, for promotional
purposes. JEMAN Technologies has further claims and patents on related technology.
The patent license gives Cellular Linking the exclusive right to offer wireless phone
users a free and easy method of responding to advertising offers. The specialized dialing
method is easy to use because it requires fewer digits to connect to advertisers, e.g.,
#822.
To use the product, advertisers prompt wireless phone users to call a specialized
dialing code to which Cellular Linking has exclusive access about an offer advertised on
radio, outdoor or other media. The advertiser's call-to-action on the promotion is to call
# plus three digits, toll-free and airtime-free. All calls generated through this
abbreviated dialing channel are received by Cellular Linking's "concierge", who
sources the call to the advertiser. Calls are then routed to the advertiser's call center
or Cellular Linking's concierge can handle them.
Today, Cellular Linking is available to wireless users on cellular systems in many of
the top 100 markets, including New York, Detroit, Miami and St. Louis.
JEMAN Technologies' exclusive patent on specialized response and promotional dialing
through wireless phones means current "barter" arrangements that many radio
stations have in force with local cellular carriers would be covered under this patent.
Stations use the abbreviated dialing codes to increase response on Talk Radio formats or
for other information services such as traffic and news updates. According to James
Malackowski, co-founder of Cellular Linking and co-inventor of the patent, "We are
not looking to prosecute carriers for these kinds of infringements on our patent, but
rather look to partner with them to provide us access for our response channel. This is a
great revenue opportunity for the carriers." For more information, contact Barry Zoob
at 402-431-1511.
Nortel Delivers New IVR And ACD Products
Nortel (Northern Telecom) has announced the availability of the Norstar Healthcare
Receptionist, a prepacakaged IVR application for health care providers. It offers inbound
call management features to alleviate high-traffic volume into the clinic. The automated
call-answering function is a patient-friendly system that directs the majority of the
incoming phone calls. It also detects incoming faxes and automatically routes them to the
fax machine. Nortel also announced a new call center solution called Norstar Flash ACD
(automatic call distribution). It is designed as an affordable and flexible entry-level
call-handling solution for the smallest formal call center and informal call center
markets. For more information, contact Elizabeth Lindsey at 919-992-0262 or visit www.nortel.com.
Systems Modeling Introduces Tempo 10.0
Systems Modeling Corporation has announced a new version of its Tempo finite-capacity
scheduling software featuring bottleneck scheduling, new reporting options and better
integration capabilities with Microsoft Visual Basic for Applications (VBA). These new
features help manufacturers better manage production and allow for tighter integration
with other software in the enterprise. Tempo interfaces with a company's existing MRP, ERP
and MES systems to download new manufacturing orders, control schedule changes, test new
production sequences and generate real-time reports on order status. For more information,
contact Eric Brahney at 412-741-3727 or visit www.tempo.com.
GFI Releases New Exchange Server Add-On
GFI Fax & Voice has introduced a new exchange server utility: POP2Exchange, a routing
utility that allows companies to retrieve e-mail from POP3 mailboxes and distribute the
mail among multiple mailboxes in Exchange Server. The utility is especially useful for
companies that want to keep using POP3 mailboxes and avoid having to set up a mail
"connection" and/or leased line with their Internet service provider. For more
information, contact Deborah Galea at +44-171-226-28-66 or visit www.gficomms.com.
New Telecommunications System From Arial Systems
Arial Systems Corporation has unveiled an internal telecommunications system designed to
help call centers increase "first call satisfaction" performance by
automatically locating staff members anywhere in the facility and forwarding their calls.
The new ArialView Awareness system locates people by means of a series of small
"Awareness Nodes" that are mounted throughout the facility's ceiling. These
Nodes are actually microprocessors that send a signal over standard CAT 5 cable to a
computer system server called the Awareness Engine. They pick up signals broadcast by a
transmitter embedded in a badge worn by each call center employee. For more information,
contact Jim Alland at 847-573-9925 or visit www.arialsystems.com.
M&I Data Services' New Workstation Enhances Trust
Relationships
M&I Data Services announces the release of TrustDesk for Windows, an application that
provides trust administrators and investment professionals with easy access to customer
and asset information in summary, detail and graphical format. Intuitive and
user-friendly, this 32-bit application offers such functions as: account management and
account activity, full transaction initiation and entry, and trade execution management;
investment management; full allocation management to efficiently add and maintain
investment models; portfolio analysis; and flexible form downloads. For more information,
contact Michael E. Touhey at 800-236-3282, ext. 4-6001 or visit www.midata.com.
Cincom Presents Customer Relationship Management Solution
New from Cincom Systems, Inc. is Cincom Encompass, a suite of integrated components for
next-generation call centers. To provide customer relationship management capabilities,
Cincom Encompass utilizes computer-telephony integration (CTI), contact and campaign
management, workflow routing, document creation and archiving, and knowledge-based product
and service configuration. For more information, contact Dan Dyer at 513-612-2182 or visit
www.cincom.com/encompass.
GN Netcom Announces New Headsets
GN Netcom, Inc. brings to market two new headset products, the Mobility Series and the GN
Express. The Mobility Series is a complete line of telephone headsets designed to meet the
needs of mobile professionals who require hands-free convenience while moving about the
work environment. It can also be used with cordless, cellular and PCS telephones. The GN
Express telephone headset, targeted to OEMs, complements the Mobility Series. It is
designed to provide mobile, cellular and PCS telephone users hands-free safety and
convenience, exceptional sound quality, comfort and durability. For more information,
contact Martha Boissonneault at 800-826-4656, ext. 730 or visit www.gnnetcom.com.
Mercom Introduces RODNI
Mercom Systems, Inc. has released its new Record-On-Demand via Network Interface, called
RODNI, which is the latest addition to the Audiolog line of voice logging server
solutions. Audiolog is an open-architecture CTI server built upon the Windows NT operating
system with its control API based upon Microsoft ActiveX technology. RODNI allows an agent
to control when their call, or part of their call, will be recorded by Audiolog. For more
information, contact Bob Jagendorf at 201-507-8800, ext 101.
Lightbridge To Offer Self-Service Activation
Lightbridge, Inc. has announced plans to develop a self-service activation system based on
Unwired Planet's UP.Link Platform for wireless information access. Unwired Planet (UP)
provides software platforms that allow the rapid development and deployment of value-added
telephony applications and information services, for live interactive access from mobile
phones via the Internet. This new joint solution will empower mobile phone subscribers to
directly and instantly activate new services using their mobile phone's built-in
microbrowser from UP. For more information, contact Karen Gobler at 781-359-4705 or visit www.lightbridge.com.
New Furniture System From Marvel
Marvel Group, Inc. has announced Elevations, a LAN and technical-support furniture system
designed to improve the organization, safety and accessibility of computer room equipment
and associates. Built around a steel frame with a rated weight capacity of over 3,500
pounds, Elevations can carry the heaviest servers, UPS, battery packs, monitors and
printers on any level shelf. It also features a "posi-lock" fastener designed to
eliminate costly and dangerous spills should the underside of the shelf be bumped. For
more information, contact Joseph P. Fortin at 773-843-2964 or visit www.marvelgroup.com.
Stonehouse Releases ISDN Adaptive Dialer
Stonehouse Communications has released its ISDN Adaptive Dialer for Windows, a new device
that allows business-to-business telemarketers the same kind of increased efficiency long
enjoyed by business-to-consumer telemarketers using a predictive dialer. The package comes
as a card and software for use with Goldmine, ACT! or Maximizer contact management
software. It is designed to reduce training costs by using standard off-the-shelf contact
managers as its interface, as well as reduce agent costs by allowing each agent to contact
more customers in the same amount of time. For more information, call 201-505-9647.
Telecorp Introduces Observation Recording
New from Telecorp Products, Inc. is Observation Recording, a low-cost digital agent
monitoring system that monitors, records and archives agent conversations directly to a
hard drive on voice files. Menu-driven, password-protected options enable the user to
easily choose the sessions they wish to observe, record or play back. Designed to work in
conjunction with Telecorp's Agent Window and Agent Window Client, Observation Recording
allows file access throughout a LAN from host or client workstations. For more
information, call 888-223-6299 or visit www.telecorpproducts.com.
Davox Upgrades Smart Management Center
Davox Corporation has introduced a PC version of its Smart Management Center technology
called Resource & Performance Manager (RPM). RPM enables call center supervisors to
effectively manage agents in real-time in a Windows 95 or NT operating system environment.
It was designed with international call center customers in mind, allowing distributors to
quickly translate English screens into local language screens, including Japanese. For
more information, contact Jennifer Cyrs at 978-952-0882 or visit www.davox.com.
Teknekron's On Demand For Voice Server Platform
Teknekron Infoswitch Corporation has announced that On Demand, its customer recording
product, is available on a voice server platform. On Demand equips call centers with
application- or agent-initiated recording capability. The system allows agents to tag
calls with data such as account number, caller ID and date for identification and
retrieval. It also supports remote verification and automatic archiving of recordings. For
more information, contact Katherine Kirkpatrick at 817-262-3118 or visit www.teknekron.com.
Mustang Updates E-Mail Management Solution
Now shipping from Mustang Software is the version 2.2 update to its Internet Message
Center (IMC) e-mail management solution. Version 2.2 enhances the IMC Agent client
application by improving message and customer history, message resolution and standard
response library functions. Customer service representatives are presented with a
customer's entire message history as well as previews of standard response templates. For
more information, call 805-873-2500 or visit www.mustang.com.
Kaplan@Work Delivers Selection Advantage
Kaplan@Work, a division of Kaplan Educational Centers, has launched Selection Advantage,
an interactive CD-ROM designed to help companies identify candidates who will be
successful in telephone service positions and thereby streamline the hiring process. The
product places candidates in a dynamic, interactive virtual call center environment and
asks them to respond to a variety of customer service situations. It runs on most
multimedia PCs. For more information, call 888-872-0905 or visit www.kaplan.com.
GeoTel Launches CTI Developers' Toolkit
GeoTel Communications Corporation has announced the availability of a CTI developers'
toolkit designed to help customers, system integrators and third-party software developers
quickly and effectively integrate applications with the GeoTel Intelligent CallRouter
(ICR). The toolkit includes programming examples and documentation for both screen pop and
soft phone applications. Source files, header files and resource files are also provided.
For more information, contact Nancy Pieretti at 978-275-5149 or visit www.geotel.com.
Small-Office Centrex Solution From Digital Workshop
Digital Workshop has designed a small-office telephony solution that combines an
auto-attendant and CTI servers to enhance the capabilities of Centrex services. Called
TinaTels CTX, the utility runs on software that uses low-cost Dialogic and Rhetorex voice
processing cards; it features automated attendant, contact managers, call forwarding, call
coverage and directory assistance. While TinaTels CTX requires the installation of
Dialogic and Rhetorex voice cards in a spare computer, it also offers compensatory cost
savings over a traditional PBX/auto-attendant combination. For more information, contact
Peter Nett at 281-890-8025, ext. 103 or visit www.digitalworkshop.com.
Teloquent Offers Extended Reporting Capabilities
Teloquent Communications has announced a new version of its Windows-based reporting
software that complements Teloquent's Distributed Call Center solution. The new software,
Desktop Reports for Windows 4.1, displays call activity in an easy-to-understand graphical
manner and allows call center managers to quickly evaluate the center's call statistics
and share a high-level overview with other business executives. It illustrates such
variables as time analysis of agent activity, number of calls received, number of calls
handled versus those abandoned, delay time of calls, and call volume by agent skill. For
more information, contact Steve Guthrie at 978-436-2310 or visit www.teloquent.com.
ProAmerica Announces Connect-Care Version 6
ProAmerica has released Connect-Care Version 6, an enterprisewide sales, marketing,
support and customer information management solution. (Connect-Care was formerly known as
SCM.) Connect-Care Version 6 allows companies to provide quality support and analysis
throughout the entire customer life cycle, from pre-sales events and individual marketing
activities such as direct mail campaigns. The software also tracks campaign responses,
leads generated and, ultimately, campaign effectiveness. For more information, contact
Bruce Benesh at 972-680-6132 or visit www.proam.com.
Mosaix Unveils Call Management System 9.1
Mosaix has announced a new version of its Call Management System with advanced call
blending capabilities for integrating inbound and outbound call center operations. The
System also features new computer-telephony integration (CTI) links, year 2000 compliance
and enhanced Campaign Analyst reporting software. The Campaign Analysis now allows
supervisors to format time fields and add agent time allocations to campaign reports. For
more information, contact Mark Alexieff at 425-558-8255 or visit www.mosaix.com.
Upgraded Telemonitoring System From CBSI
CBSI has introduced a newly upgraded Telemonitoring system designed to provide improved
quality assurance to telemarketing campaigns. The modified system has been streamlined,
limiting subjectivity while standardizing vendor and telemarketing service representative
(TSR) scoring. Calls are evaluated based on such criteria as script adherence, smooth
transitions, enunciation, courtesy, assertiveness and energy. For more information,
contact Ken Kraetzer at 914-381-5353.
Brigade Launches Web-Based Customer Support Service
A new Internet-based customer support service has been announced by Brigade Solutions,
Inc. This outsourced solution, using e-mail in place of the telephone to respond to
customer support, technical support and sales support inquiries, is designed to reduce
customer support costs by half. Brigade designs, implements and manages a company's
Internet-based support solution, guaranteeing that customer inquiries are answered
correctly within 24 hours. For more information, contact Rachael Ratcliff at 415-217-7560
or visit www.brigadesolutions.com.
Andrea Electronics Introduces New CTI Products
Andrea Electronics Corporation has announced three new products that take advantage of
computer-telephony integration (CTI) applications: the Andrea ConnectSolutions Personal
Computer/Telephone Headset Interface (PCTI), and the Andrea ProVoiceSolutions ANC-700 and
ANC-750 headsets. The PCTI is a desktop device that connects headset users to the
telephone, to the computer, or both, enabling them to alternately or simultaneously
conduct telephone conversations and use speech recognition to enter data or dictate into
the PC without having to pause or toggle between communications. The new Andrea ProVoice
Solutions ANC-700 monaural and ANC-750 stereo headsets also enable and enhance CTI
applications by improving the quality of voice communications with Andrea Active Noise
Cancellation (AANC) microphone technology. For more information, call 800-PRO-INFO or
visit www.andreaelectronics.com.
Digital Audio Marketing For On-Hold Messages
MetaSound has released the Webcaster, an intelligent message-on-hold device that
"wakes up" at a pre-determined time to access a local Internet Service Provider,
where it establishes a connection with MetaSound's Web site. Once connected to the Web
site, WebCaster identifies the customer and downloads their customized audio content.
Broadcast content may include customer-specific promotional messages, vendor advertising
"audio banner," breaking news, business stories, life-style commentary and
licensed music. Since the process is automatic and initiated by the WebCaster, downloading
requires no human intervention and can occur at off hours. The WebCaster is a
plug-and-play device that can be plugged into the music- or message-on-hold port of a
telephone switch, ACD, Centrex or retail environment appropriately equipped with audio
amplification. For more information, call 800-276-2322 or visit www.metasound.com.
Remedy AR System Goes Mobile With Add-On App From Ostream
Ostream Software, Inc. has announced its Ostream Mobile product has met the qualifications
for acceptance into the Remedy Product Partners program. Ostream Mobile enables mobile
workers without dedicated access to the corporate network to access corporate information
stored on the Remedy Action Request (AR) System. The Ostream software automatically
creates an offline local database and generates on-screen views to match the Remedy AR
System views. There is no need to design and maintain a duplicate set of screen forms for
field use, nor is there a need for additional database development or administration.
Users can create new records and edit any field, including diary fields, in screens that
look just like the Remedy application they're already used to. As entries are made, actual
times are recorded for synchronization, achieved via a straight dial-up connection, with
the corporate AR System database. For more information, call 800-450-5000 or visit www.ostream.com.
Online Problem Resolution From Primus
Primus has introduced its SolutionsSeries.com hosted online service that delivers problem
resolution and knowledge management capabilities to customer support organizations for a
monthly subscription fee. Subscribers get Web-based access to Primus' problem-resolution
software. The SolutionSeries.com online service includes the Primus SolutionSeries
application suite, remote hosting, training, implementation consulting and customer
service. Subscribers own their knowledgebase and have the ability to capture, manage and
share solution knowledge worldwide, just as if they owned the Primus software. For $195.00
a month per user for a one-year commitment or $245.00 a month per user for a six-month
commitment, subscribers receive: the application suite, hosting, support, training and
consulting services. For more information, call Sue Whitcomb at 206-292-1000, ext. 442 or
visit www.primus.com.
Melita International, provider of integrated
customer interaction and intelligent call management solutions for call centers, announced
that it has appointed Carl James Schaper to the position of president and
chief operating officer.
The American Telemarketing Association (ATA) has announced the
appointment of J. Scott Thornton, CAE, as the society's first executive
vice president and chief executive officer. ATA, a nonprofit trade association
representing more than 2,000 members from various industries in the U.S. and numerous
other countries, recommends the highest standard of quality for the teleservices industry
and protects consumers' rights.
Call Interactive, Inc., a provider of 800-number interactive voice
response (IVR) services, announced several new appointments. Steve Grandfield
was named vice president, technology; Donna Walsh was appointed vice
president, sales; and Barry Lockard was appointed director of sales.
ProMark One, a provider of outsourced teleservices solutions with IDRC
USA's Outbound unit, has announced that Clint Sesow was recently promoted
to senior business development manager for IDRC USA.
Intecom, a call center/PBX solutions provider, has named Loris
Johnson as vice president, call center solutions. Many of Intecom's solutions
incorporate computer-telephony integration (CTI).
Witness Systems, Inc., a developer and supplier of customer
interaction recording solutions for contact centers, has announced the addition of two key
senior management personnel: vice president of operations, Jeff Ford, and
vice president of North American sales, Alain Livernoche.
Regency Communications, a telephone fund-raising center near Dallas,
has announced the appointment of Dick Weinhold to the position of vice
president of marketing and the acquisition of his direct marketing company, Master
Response. Regency Communications was a recipient of last year's C@LL CENTER Solutions MVP
Quality Award.
Julie Griffin has been promoted to vice president of business
marketing, and Eric R. Nagel to senior vice president of international
operations, of ALLTEL's telecommunication services business. ALLTEL is a
customer-focused, information technology company that provides wireline and wireless
communications and information services.
Inference Corporation has announced that John Katsaros,
president of Collaborative Marketing, has joined Inference's board of directors and that Anthony
Sun of Venrock Associates and Thomas Davenport of Andersen
Consulting have resigned from the board. Inference develops and markets advanced
knowledge-based customer-service solutions for Internet self-service and call centers.
The Sutherland Group, Ltd., a provider of outsourced technology and
customer service management services, has announced the appointment of Ronald B.
Knight to the position of chief operating officer.
InfoPlex Corporation, a provider of business-to-business teleservices,
has appointed Patrick Weaver to the Program Management Department as a
marketing programs manager. Also joining InfoPlex are Linda Maes as call
center manager and Ziba Marashi as marketing programs manager.
Provider of outsourced technical support services, Stream International, Inc.
has expanded its European management team. Stream has hired Jacques Pitel as
site director for Stream France/Velizy and Kevin Houston as site director
for Stream UK/Londonderry. In other activity at Stream, Robert T. Deehart
was promoted to vice president of sales for North America.
Teleservices provider UST, Inc., The Technology Marketing Group, has
added Carrie Douglas as chief technology and information officer.
Millennium Teleservices has named Richard LeVine as
director of Client Services. Millennium ranked tenth in C@LL CENTER Solutions magazine's
outbound service ranking.
TeleSpectrum Worldwide, Inc. announced that it has expanded its board
of directors by two members, appointing Michael E. Julian and David
L. Kriegel to fill the new slots. TeleSpectrum Worldwide provides direct
marketing and customer care services to Fortune 500 companies in a wide range of
industries.
Customer Access has named Timothy P. Heidel group
vice president of sales and marketing. Customer Access is a high-tech call center company
providing inbound and outbound teleservices.
Teleservices firm Interactive Teleservices Corporation has announced
the appointment of Nick Jiwa as senior vice president of sales and
marketing. Interactive Teleservices was among C@LL CENTER Solutions magazine's Rising
Stars in 1996 and 1998.
Primus, a provider of problem resolution and knowledge management
software and services for customer-support organizations, announced it has appointed Elizabeth
J. Huebner vice president and chief financial officer.
ICT Group, Inc. announced that Vincent Paccapaniccia,
who has been the company's vice president of finance since 1996, has been named chief
financial officer. ICT Group is a U.S.-based multinational provider of call center
teleservices for sales, marketing and customer care.
First Virtual Acquires Distributed Bits
First Virtual Holdings, Inc., provider of advanced messaging systems for Internet
commerce, announced that it has signed a nonbinding letter of intent to acquire
Chicago-based Distributed Bits, LLC, developer of customer e-mail management products and
solutions. Its ResponseNow, an integrated e-mail management system, will complement First
Virtual's Interactive Messaging Platform, an e-mail-based messaging system that processes
incoming customer replies that result from targeted e-mail communications.
Onex Corp. Acquires SOFTBANK Services Group
SOFTBANK Services Group (SSG), a provider of outsourced customer service solutions to
high-technology and consumer services companies, announced that it has been acquired by
Onex Corporation, a Toronto-based conglomerate that is Canada's ninth largest company. The
transaction follows Onex's April purchase of North Direct Response (NDR), a Canadian
outsourced customer service provider. The newly formed company will focus on product
offerings that provide a continuum of services to help clients acquire new customers,
retain existing customers and maximize profitable customer relationships.
Teknekron Purchases ISI Technology
Teknekron Infoswitch Corporation, a global provider of performance management solutions
for world-class call centers, has announced the asset acquisition of InfoBase Services,
Inc. (ISI) of West Palm Beach, Florida. ISI, a provider of CTI-enabled voice, screen and
data management solutions, has been involved in CTI for more than 10 years and has
in-depth experience with many of the leading ACD switching platforms.
ATS And Mutare Join Forces
ATS, Inc. of Minneapolis has acquired Mutare CTS of Milwaukee and St. Louis. This merger
of two providers of computer-telephony integration (CTI) solutions will operate as AVTEX,
Inc., based in Minneapolis, Minnesota. AVTEX has a staff of software developers, systems
engineers, network engineers, system design consultants, project managers, customer
support and field technicians that are trained, certified and specialized in CTI.
Merger Of Aon Subsidiaries
Independent Dealer Service (IDS), a wholly owned subsidiary of Aon Warranty Group, and
Innovative Services International, LLC, a subsidiary of Aon Corporation, have joined to
form a new unit, Aon Innovative Solutions, Inc. The new company will provide such services
as customer care management, warranty administration, and inbound and outbound
telemarketing to industry-leading clients.
Beckman-Coulter Selects Vantive Solutions
The Vantive Corporation announced that Beckman Coulter, Inc., a supplier of instrument
systems and complementary products that simplify and automate laboratory processes, has
selected Vantive Field Service, Support and Sales solutions for its enterprisewide
customer service and sales systems. Beckman Coulter will also implement Vantive's mobile
technology, Vantive On-The-Go, giving service and sales representatives working in the
field complete, easy access to the Vantive System.
Edify Open Enrollment Solution Implemented By Republic Industries
Edify Corporation announced that it has successfully implemented an open enrollment
solution at Republic Industries, a diversified Fortune 200 company and automobile
retailer. The implementation, deployed in 90 days, is based on Edify's Windows NT-based
Employee Service System software and consists of two components: a bilingual (Spanish and
English) interactive voice response (IVR) application that enables employees to
self-enroll in benefits programs over the telephone, and an integrated Web-based
application for use by Human Resources call center representatives.
Line One Goes With Davox Call Center System
Davox Corporation announced that Line One Teleservices has completed implementation of its
Unison Call Center Management System and LYRICall browser-based scripting software for use
in its New Rochelle, New York-based call center. Line One, which provides outsourced
telephone-based marketing services to the mortgage industry, was recently recognized as
the number-one fastest-growing teleservices company in the U.S. by C@LL CENTER Solutions
magazine.
Lexus Call Center Installs Clarify FrontOffice System
Clarify, Inc. and Lexus, a division of Toyota Motor Sales (TMS), have announced the
successful implementation of the Clarify FrontOffice system in Lexus' call center. The new
installation provides the technology foundation for a broad TMS initiative to improve
customer retention and increase sales by providing proactive, personalized service to
customers.
NEXTLINK Interactive Provides FedEx Automated Phone System
Federal Express Corp. is using an interactive-voice response system from NEXTLINK
Interactive to provide toll-free callers with the three closest FedEx locations. While
customers enjoy easier access to location information, the number of requests made of
customer service representatives for drop-off sites has dropped significantly compared to
a year ago, allowing FedEx CSRs to redirect their attention to more complex activities.
Pyderion Enters Joint Marketing Agreement With Mitel
Pyderion Contact Technologies, Inc. and Mitel Corporation have announced a joint marketing
agreement for the packaging of Pyderion's TraxSuite Starter Pack with each Mitel MediaPath
software package in North America. The TraxSuite Starter Pack is a scaled-down version of
the ACD, CTI screen pop, real-time monitoring, historical reporting and help desk software
developed for MediaPath. MediaPath is a software-based telecom server that integrates
voice and data applications running on open, industry-standard Microsoft NT-based LANs.
Philips Electronics Selects Advantage kbs Dialogue Support
Advantage kbs, Inc. announced that its IQSupport Application Suite has been selected by
Philips Electronics to automate its customer-support operations worldwide. Philips, active
in the areas of semiconductors and components, consumer products, professional products
and systems, lighting, and software and services, is using the IQSupport Application suite
to build a framework for its customer service representatives and customers to distribute
and share knowledge and thus to solve problems at the earliest stage in the support chain.
MicroWarehouse To Deploy @Once Express
Business Evolution has announced that MicroWarehouse will deploy its @Once Express
customer support software. With @Once Express, all queries to the MicroWarehouse site will
be prioritized according to several metrics and assigned a service margin and then be
routed accordingly to either e-mail or live messaging queues. @Once Express software comes
in Java and HTML versions, making it accessible to all Web users.
Net Effect Systems Chosen For Web-Based Support Applications
Net Effect Systems, Inc. announced that both Stream International and SBC Internet
Services have selected its NEware software suite of applications for Web-based support.
NEware is an enterprisewide, scalable, online customer support solution that allows
companies to provide real-time, text-based customer support with one-to-one interaction.
InterVoice Purchases DC Systems' Call Center Product Suite
InterVoice, Inc. has announced the acquisition of DC Systems' computer-telephony
integration (CTI) and call center software suite under an asset purchase agreement.
Through an earlier-announced OEM relationship, InterVoice is reselling these suites as
subsystems within AgentConnect, the company's integrated call center automation package.
ICT Group Announces Contracts
ICT Group, Inc. announced the signing of a contract to provide customer-care billing
inquiry services for Integretel, a privately owned company that provides billing services
to the telecommunications industry. The ICT Group will now manage Integretel customer-care
calls, and to handle the expected volume of inbound billing is opening, in Lakeland,
Florida, what will be its largest call center. ICT has also signed a contract with
TantaComm Systems, a digital voice recording solutions provider for the call center
teleservices industry. The TantaComm digital recording system is utilized to provide
digital recording of ICT Group's outbound telesales applications.
CadreSoft Signs OEM Agreement With PROMODEL
CadreSoft Corporation, a provider of decision support tools for call centers, announced
that it has reached an OEM agreement with PROMODEL Corporation to use PROMODEL's
proprietary simulation and optimization technologies with Call Center Wizard, a product
developed and supported by CadreSoft for call center design and optimization. Call Center
Wizard is a simulation-based software solution designed specifically for call centers, to
allow planners and managers to determine their staffing and technology needs, evaluate
various call routing strategies and achieve their desired service level at minimum cost.
Call Center Contracts Won By ALLTEL
ALLTEL has announced that during the first months of 1998 it signed contracts for call
center services with nine companies in the financial services, telecommunications and
consumer products industries. These solutions include: call center consulting,
implementation and refinement for United Companies Lending, Provident Bank and Riverway
Bank; consolidation services for Philippine Long Distance Telephone Company and Banorte;
business and technology assessment for Banco Popular, S.C. Johnson Wax and BankPlus; and
customer service outsourcing for Old Kent Mortgage Services, Inc. For the Old Kent deal,
ALLTEL has formed a strategic alliance with ICT Group whereby the companies will manage
overflow and after-hours telephone customer service for Old Kent's 175,000 mortgage loans.
Spanlink Agreement With Lucent Technologies
Spanlink Communications, Inc. has announced the extension of its original equipment
manufacturer (OEM) agreement with Lucent Technologies to distribute the next version of
Customer Assist Care Center. Version 7, in addition to providing improved functionality,
will interface with Spanlink's FastCall Enterprise, which integrates voice processing
functionality within the same platform as computer-telephony integration (CTI) to
streamline calls sent to a live agent.
Utility Companies Select Syntellect Software
Syntellect, Inc. announced that New Century Energies and Boston Gas have selected
Sytellect's Interactive Communications Management (ICM) enterprise call center software.
Featuring an open-standards architecture, Syntellect's Vista software is designed to
provide an all-in-one solution for interactive voice response (IVR), interactive Web
response (IWR), predictive dialing and computer-telephony integration (CTI), as well as
fax-on-demand and speech recognition.
SPS Extends Contract With PRODIGY
SPS Payment Systems, Inc. has announced the extension of a contract to provide
customer-support solutions for members of PRODIGY Internet and Prodigy Classic services.
SPS provides PRODIGY subscribers with membership services such as handling billing
inquiries, e-mail support, chat room moderator support and bulletin board billing account
inquiries
Virtual Hold Technology Becomes A CallPath OEM
Virtual Hold Technology (VHT) announced that it has signed an OEM software agreement for
IBM's CallPath, an open computer-telephony integration (CTI) platform used in call centers
to communicate with the company PBX telephone systems and computers. VHT is the developer
of Virtual Hold, a patented ACD enhancement that eliminates hold time by setting up a
virtual queue. As an OEM, VHT is backed by the resources and support of IBM in
applications utilizing CallPath software and other IBM telephony platforms.
New Clients For Adrian Miller
Adrian Miller Direct Marketing (AMDM), a teleservices consulting firm, announced the
signing of three new clients. AMDM is now providing in-house telemarketing consulting
support and skills training for ADT Security Services, Misonix and New England Engine
Parts.
NorthWest Telemarketing Opens Iowa Call Center
NorthWest Direct Teleservices, Inc., parent company of NorthWest Telemarketing, has
announced the opening of an 8,000-square-foot call center in northeast Iowa. The new
100-seat facility will create 150 new jobs and will also house the company's technology
and data processing departments.
NICE Launches New Division
NICE Systems, Ltd., provider of digital recording solutions to the call center industry,
has formally introduced its new Professional Services Division. The division, comprised of
Integration Services, Training, and Quality and Performance Consulting Services, will
ensure that NICE's core product lines - NiceUniverse, NiceLog, NiceCLS and NiceCall - are
optimized in each call center's unique environment.
Reese Brothers Announces New Subsidiary
Communications & Commerce Corporation, a new subsidiary of Reese Brothers, Inc., has
opened its inbound customer care center in Salt Lake City, Utah. From its state-of-the-art
facility, Communications & Commerce will provide high-quality customer service and
support through the use of expertly trained customer-care specialists navigating
intelligent scripts driven by relational databases and automation technology, including
interactive voice response (IVR) and the Internet.
CNS Rolls Out Expanded Services
Catalog Network Services (CNS) launched a newly expanded menu of services to the catalog
industry on September 15. CNS specializes in supporting the catalog industry with
outsourced catalog telemarketing, mail order processing services and customer care from
its facilities in Cincinnati, Ohio and Boca Raton, Florida. The new services include
e-mail order processing, enhanced customer care, sales recovery and customer satisfaction
monitoring.
Easyphone Continues North American Expansion
Easyphone, an international provider of call center software solutions, announced that as
part of its North American expansion strategy, it has opened a sales and technical support
office in Dallas, Texas. This represents Easyphone's first direct operation in the U.S.
market. Together with Easyphone Canada, Inc., its mission is to provide support to the
growing North American customer base. The Dallas sales and support office is centrally
located in a growing telecommunications area, offering a workforce strong in
telecommunications and software skills.
Impact Telemarketing Announces Nebraska Call Center
Impact Telemarketing Group, Inc. has opened a new call center in Fremont, Nebraska. With
over 100 outbound stations, the new Nebraska facility will accommodate the growing needs
of Impact's expanded clientele for additional teleservices support and will provide over
225 new jobs to the Freemont area. The center was opened as a joint venture with Agtel,
Inc.
TSC Expands Its Spectrum Of Services
Technology Solutions Company (TSC) announced that it has expanded its Enterprise Customer
Management (ECM) practice to incorporate a new sales force automation proficiency,
providing companies with one source for their front office needs. TSC's ECM practice helps
companies develop strategies and design integrated enterprise customer management
technology solutions that help them build stronger relationships with their customers. TSC
will now provide companies with sales force automation expertise, technology and best
practices to help them tie their sales and marketing departments into their overall
customer management system.
Second National Customer Care Center For Omnipoint
GSM wireless provider Omnipoint Communications has officially opened, in Fort Lauderdale,
Florida, its second national Customer Care Center, creating 350 new jobs. The new
facility, together with the company's other national Customer Care site in Bethlehem,
Pennsylvania, handles all customer-related issues for both consumer and corporate clients
including activation of service, education about products and pricing plans as well as
technical support.
Sutherland Launches New Division
The Sutherland Group, Ltd., provider of outsourced technology and customer-management
services, announced that it has established a new division dedicated to providing
innovative assessment and training services to Sutherland employees and leading
corporations around the world. The new Professional Development Services division offers
over 100 interactive and challenging technical, customer service and leadership courses,
and provides strategic planning, performance management, custom software solutions
(including Sutherland AutoCoach), recruiting, behavior profiling and leadership assessment
services.
New Identity For MediaExpress
Media Express Telemarketing Corporation has officially launched its new corporate
identity: it is now MediaExpress. This name is more appropriate, says the company, since
it is no longer only in the telemarketing business, it is now a customer contact center,
offering outbound teleservices (business-to-business, business-to-consumer), inbound
teleservices (help desk, order taking, dealer locator, complaint handling, customer
service, fulfillment services, e-mail management, Internet services), consulting and
training.
From Mall To Corporate Supercenter
Eastlake Square Mall is being renovated and transformed into netp@rk, a
one-million-square-foot, state-of-the-art commercial property that is expected to be a
boon to economic development in Tampa, Florida, owner John Hancock Real Estate Investment
Group announced. The new design is said to be the U.S.'s first corporate supercenter for
call centers, back office and high-tech research and development companies. It is expected
that more than 6,000 employees will find netp@rk the most desirable working environment in
Tampa Bay. It is to offer such amenities as in-house child care, a food court and possibly
a health club.
Harris Corp. Unveils New Logo
Harris Corporation has launched a comprehensive branding campaign - including a new logo -
to raise the awareness of the company's broad range of product, system and service
solutions for customers worldwide. The campaign features a new company vision, the new
logo, redesigned collateral materials and a more coordinated communications approach for
each of the company's four businesses. The company's new vision statement, "next
level solutions," represents its focus on providing an advanced range of solutions to
help customers grow their businesses.
DMA Telephone Marketing Council Changes Its Name
The DMA Telephone Marketing Council has changed its name to The DMA Teleservices Council,
as of August 25. The council voted overwhelmingly to change the name because
"teleservices" better reflects the broad range of the industry that the council
represents, which encompasses all telephone disciplines including customer care,
acquisition, retention and the technological tools now used to support more advanced
applications.
I.C. System Celebrates 60th Anniversary, Reorganizes
I.C. System, Inc., a provider of data-oriented business solutions, has announced a
milestone: this year marks the 60th anniversary of I.C. System's corporate career serving
the direct marketing and accounts receivable industries. The company looks forward to its
ever-increasing role within these industries. In response to the market's demand for a
single-source provider that can effectively respond to the needs of the marketplace, I.C.
System is reorganizing its structure to enable it to more efficiently provide
single-source service. The company is consolidating two previously separate entities -
Direct Marketing Services (DMS) and Accounts Receivable Services (ARS), thus bringing
together its diverse resources to create a single force in the marketplace. With this
reorganization, additional responsibilities have been assumed by the management team.
IIBB Launches European Site Selection Approach
The Northern Development Company has launched in Boston, Massachusetts a "Risk-Based
Approach To SMART Overseas Investment." The launch was carried out in partnership
with the U.K.'s Invest In Britain Bureau, and the program will be rolled out in a number
of seminars in the U.K., U.S. and Canada. The approach is a direct response to current
readjustment in the world markets and demonstrates the benefits of the North of England as
possibly the lowest-risk location for companies investing in Europe.
BA Expands Telephone Sales Center In Belfast
British Airways (BA) will double the size of its Belfast telephone sales center, creating
65 new jobs over the next two years, announced Bruce Robinson, Industrial Development
Board (IDB) Northern Ireland chief executive. In addition to bringing new jobs, the
IDB-backed investment will enable the airline to install the latest telephone and computer
technology as part of its ongoing global call center development program.
Ontario Welcomes U.S. Call Centers
The Ottawa Economic Development Corporation and Call Ontario team have welcomed Telemark
Incorporated and BankOne International to Ottawa, the location chosen to expand their
North American operations. Telemark Incorporated is a high-tech, client-centered
teleservices company specializing in services for Fortune 500 clients throughout Canada
and the U.S. BankOne International is opening a new Credit Card Services Center.
ICT Group Expands Operations In Canada
ICT Group, Inc. has expanded its international teleservices operations with the opening of
two new Canadian call centers in Sydney, Nova Scotia and Riverview, New Brunswick. ICT
Group's Sydney center, a 14,000-square-foot facility initially housing 120 workstations,
was opened on August 31, 1998. The 12,000-square-foot New Brunswick center, specializing
in inbound and outbound customer care, will house 150 workstations.
Witness Systems Opens New Office In The U.K.
Witness Systems, Inc., developer and supplier of customer-interaction recording solutions
for contact centers, has opened an office in Leeds, England to drive sales, installation
and customer support for its WITNESS client/server quality monitoring software
applications. One reason the company chose Leeds as its U.K. base for operations is
because the city is at the center of an already established and continuously growing
installed base of call center operations.
Telstra Launches Travel Service In Australia
Telstra Big Pond Home has established a comprehensive and convenient online travel booking
and information service in Australia. Big Pond Travel gives customers direct access to 472
airlines, 45,300 hotels, 54 car rental companies, the latest travel deals, daily travel
news and information on destinations. Telstra Big Pond will work with leading Australian
travel companies, such as Jet Set and Global Vision.
ALTech Opens Singapore Office
Applied Language Technologies (ALTech) announced that it has opened an office in Singapore
and formed a partnership with Kent Ridge Digital Labs (KRDL), an applied research and
development organization based in Singapore. The partnership will provide ALTech with
access to Asia's most experienced speech scientists to adapt its SpeechWorks speech
recognition solution to the special characteristics of Asia-Pacific languages. The new
office and KRDL partnership support ALTech's entry into the international market for
speech recognition.
Periphonics IVR System Implemented By Multienlace
Periphonics Corporation has announced the implementation of multiple VPS/is systems at
Multienlace SA, a call center teleservices agency based in Medellin, Colombia. Multienlace
needed technologies that could integrate with diverse IT equipment linked by a nationwide
network and be controlled from a central locations. Periphonics' IVR technology was chosen
for its high-capacity hardware architecture, scalability, centralized network monitoring
tools (PeriView), user-friendly development environment and capacity to accommodate new
Internet and speech recognition technologies.
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