January 2000
eGain Unveils Commerce 2000 Platform
eGain unveiled the eGain Commerce 2000 Platform, which integrates eGain's
suite of e-commerce customer communication solutions--eGain Live web collaboration system,
eGain Mail e-mail management system, and eGain Campaign outbound marketing system. The
eGain Commerce 2000 Platform provides service, sales, and marketing departments with an
overall view of customer communications, allowing CSRs to work in real-time with
customers. The eGain Commerce 2000 Platform integrates customer profiles, company
workflow, queuing and routing, knowledgebases, system management, and artificial
intelligence into a central resource that can be shared by any eGain custmer communication
solution. In addition, the Commerce 2000 Platform features the eGain Commerce Bridge to
integrate with e-commerce applications from other companies such as Broadvision, SAP, and
Microsoft.
No. 500, www.comsolmag.com
Cisco Delivers Customer Interaction Suite
Cisco announced its Customer Interaction Suite, comprising the Cisco
Collaboration Server 3.0, the Cisco Media Blender, the Media Manager, and the debut of
Cisco's eMail Manager. Cisco's expansion into the customer-interaction marketplace is
based on software developed by WebLine Communications, a recent Cisco acquisition. The
Customer Interaction Suite enables companies to integrate their Internet commerce,
service, and telephony infrastructures. Cisco's Collaboration Server 3.0 includes new
features like application sharing, caller collaboration technology, and an SDK for
creating interactive e-commerce applications. eMail Manager enables enterprises and
service providers to manage high volumes of e-mail or Web site inquiries. The Media
Blender platform integrates multiple media types and media-independent services within the
customer contact center. Media Manager enables businesses without an ACD to connect their
Web customers to service and sales representatives, and works with the Collaboration
Server to deliver Web-based routing of contact requests.
No. 501, www.comsolmag.com
Alcatel Switches To Power PAIX Internet Exchange Point
Alcatel announced that it has been chosen as a key internetworking supplier
to PAIX, who will use Alcatel's PowerRail 5200 routing switches to provide Layer 2 public
peering interconnection at 10, 100, and Gigabit Ethernet speeds to more than 70 ISPs. The
PowerRail 5200 boats high throughput and supports a broad range of IP routing protocols.
The PAIX switch fabric serves as the core for all Internet traffic that is passed through
PAIX.
No. 502, www.comsolmag.com
Mitac Announces New Embedded Computer Board
Mitac introduced the MSC-6540A, a new embedded computer board. Highlighted with audio,
VGA, and Ethernet/Fast Ethernet controllers on a small form factor design, the MSC-6540A
is designed to handle limited space, harsh applications, and to support
lower-power-consumption CPUs using Pentium P54C/P55C with MMX technology, Cyrix's M1/M2,
AMD's K5/K6-2/K6-3, and IDT's C6/Winchip 2, with CPU speeds ranging from 100 to 400 MHz.
The MSC-6540A accommodates memory expansion up to 512 MB with two 168-pin DIMM sockets and
512 KB cache on board for faster processing capabilities. As an embedded computer board
with VGA, LAN, and audio chipsets, the MSC-6540A provides an on-board C&T 69000 VGA
controller to support a broad range of CRT and LCD displays with 2 MB of built-in memory.
The board features modem ring-on and a three-level watchdog timer and supports PC97 ACPI
power management.
No. 503, www.comsolmag.com
CCS Trexcom Releases ScriptExpress 3.0
CCS Trexcom announced its ScriptExpress 3.0 graphical application development
tool, which allows customers to develop and test applications without requiring extensive
coding. ScriptExpress is a 32-bit, Windows NT-based application that supports CCS
Trexcom's IVR system, FirstLine Encore, and its optional Web server module, Web Encore.
Using ScriptExpress 3.0, customers can develop IVR and Web applications by generating
command-line code based on variables input by the developer. The built-in debugger lets
developers write, hear, and test scripts on any NT PC workstation without access to
Encore. Additional features include graphical support for SQL databases and developing Web
script, support for speech rec and text to speech, added support for DSP-based fax or
same-call fax, and context-sensitive online help.
No. 504, www.comsolmag.com
Artisoft Enhances TeleVantage PC-PBX
Artisoft announced the newest version of TeleVantage, its intelligent
software PBX that enables small to mid-sized businesses to use voice over IP, ISDN, and a
Web-browser interface. Key features in the enhanced TeleVantage 3.0 product include a
built-in IP gateway that allows users to route calls over the Internet or intranet, along
with Web-based call center functionality; and a Web browser interface that allows
customers to check voice mail or manage personal settings via the Internet, regardless of
what Web browser or platform they use. TeleVantage 3.0 also has support for up to 96
trunks and 264 extensions, along with support for digital T1/E1 lines over a variety of
protocols including CAS/R2 and ISDN; ACD functionality; and handset Caller ID and
message-waiting support, call recording, and voice mail synchronization with Microsoft
Exchange, allowing unified messaging.
No. 505, www.comsolmag.com
Nortel To Acquire Clarify
Nortel Networks and Clarify announced a merger agreement whereby Nortel will acquire
Clarify, paying an estimated $2.1 billion in common shares for all of the common shares of
Clarify, on a fully diluted basis. Upon completion of the merger, Clarify will become a
wholly owned subsidiary of Nortel, and will continue to be headquartered in San Jose,
California. The transaction is expected to close in the first quarter of 2000.
No. 506, www.comsolmag.com
Lucent Intros NT-Based Definity One Server
Lucent introduced its Definity One Communications Server, a Windows NT-based platform for
enterprise branch offices and small and mid-sized businesses. Definity One ships with five
of the applications found on Lucent's larger Definity systems: Definity Release 7.1,
Intuity Audix voice mail system, fax messaging, Intuity Message Manager, and Definity Site
Administration. Bundling these applications on the Definity One processor reduces costs by
eliminating the need for additional PCs, applications servers and adjuncts, and associated
connectivity and maintenance costs. In addition, Definity One provides call-center
functionality that supports advanced call routing, and seven available universal card
slots for adding capabilities such as in-building wireless. Like all Definity servers,
Definity One provides users the choice of moving voice and fax over circuit-switched, IP,
or ATM networks.
No. 507, www.comsolmag.com
Lucent Realigns Into Four Core Businesses
Lucent will realign itself into four core businesses, which will operate under one brand
and standard of quality and will be supported by Bell Labs' technology. The four
businesses include Service Providers Networks, Enterprise Networks, NetCare Professional
Services, and Microelectronics and Communications Technologies. Service Providers Networks
will consist of Lucent's Optical Networking, Switching and Access Systems, Wireless
Networks, and Communication Software businesses, focusing on the needs of cable TV
providers, service providers, and sales and service organizations. Enterprise Networks
will consist of Lucent's current Business Communications Systems and Government Solutions,
plus those parts of InterNetworking Systems focused on enterprise customers. NetCare
Professional Services will include Lucent's current Professional Services division, which
recently merged with newly acquired International Network Services. Microelectronics and
Communications Technologies will focus on communications semiconductor business interests,
serving equipment manufacturers.
No. 508, www.comsolmag.com
Right Now Enhances E-Service System
Right Now Technologies has upgraded their Right Now Web e-service system,
incorporating several new features to help companies deploy Web-based customer service
systems. Right Now Web 3.0 incorporates major new modules, along with other feature
enhancements. The new modules include Right Now Email, a natural language auto e-mail
response system; Right Now Survey, an automated customer satisfaction survey; Right Now
Contracts for service contract administration; Right Now Live, which supports real-time
chat and telephony integration; Right Now SDK, which helps customers integrate Right Now
Web's "organic" knowledgebase engine into other home-grown and third-party
applications; and expanded multilingual product support. Right Now Technologies plans to
introduce other new products and services over the next six months, which will culminate
in the creation of a portal-class Internet customer-care system.
No. 509, www.comsolmag.com
Intel Acquires Parity; Furthers CT Strategy
Intel announced its acquisition of Parity Software Development Corporation and equity
investments in MediaSoft Telecom and Prima through the Intel Communications Fund. In
addition, Intel has signed a letter of intent with Artisoft stating that the two companies
intend to work together on several CT-related projects. Intel's acquisition of Parity
provides Intel with object-oriented CT software technology. Developing CT applications
using object-oriented software can reduce time-to-market schedules and costs for
application developers, system integrators, tool providers, and resellers. Intel intends
to use Parity Software's technology and expertise to define an object-oriented
infrastructure that will simplify and further standardize the way developers utilize
computer telephony capabilities, boosting Intel's efforts to accelerate the widespread
adoption of computer-telephony technology.
No. 510, www.comsolmag.com
Artisoft and Intel Team To Develop CT Products
Artisoft and Intel announced an agreement under which Artisoft will port its
TeleVantage software PBX to Intel's CT Media open software platform, and Intel will
acquire the rights to Artisoft's Visual Voice product line. CT Media is an open software
platform for designing standards-based telecommunications servers that support computer
telephony applications such as messaging, fax, automatic call distribution, and other
applications from different vendors.
No. 511, www.comsolmag.com
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