April 1998

Advanced technology is enabling companies to personalize their customer interactions. The degree of personalized treatment provided is becoming a competitive advantage that companies are finding increasingly important to leverage, lest they lose their customer base. One of the keys to building customer satisfaction (and ultimately, customer loyalty) through personalized contact is to deploy the appropriate technology solutions to meet specific business needs. Amassing information about what’s available is the only way to sensibly begin this process. And, since it’s a complex decision requiring the advice of many different people within your organization, you need a place where everyone can go to acquire the necessary information.

CTI™ EXPO is that place. It offers an excellent opportunity for every member of your organization to expand upon their current understanding of what kinds of technology are available to implement in your business. The conference program appeals not only to call center managers and executives, but also to the information technology personnel responsible for deploying the technology solutions.

The pre-conference program of CTI™ EXPO, for example, has been designed to provide a solid informational foundation upon which to base the rest of your conference experience. The seminars are tailored for both seasoned call center professionals and for those who have only a few years’ experience in the field and want to enhance their knowledge base. Some course highlights are:

• Customized Service Via the Intelligent Network.
• Computer-Telephony Integration Basics.
• Web & Call Center Integration: How & Why.
• Telephony Overview: Essential Building Blocks.

In addition to conference tracks focusing on technology, CTI™ EXPO also offers seminars on Human Resources for Management. These courses discuss a range of human resources topics, from "Screening & Selecting A Professional Staff" to "Quality Measurement Programs."

• Health Care: Marketing Database Solutions in the Health Care Industry; Electronic Commerce in Health Care.
• Banking & Financial: Internet Content and Strategies in the Financial Services Industry; Direct Banking Technology Strategies.
• Fund Raising: Recruiting the Best People; Performance Measurements.
• Insurance: Powerful Telephone Tips; Maximizing Profitability Through the Internet Call Center.
• Utilities: Using the Internet for Measuring Customer Satisfaction; Benchmarking — The Tool to Improve Competitiveness.

SPECIAL FREE SESSION
On Wednesday, May 20, Ingram Micro, the world’s largest wholesale distributor of technology products and services, will sponsor a free session for all conference and show attendees on How To Become The Most Profitable CTI Reseller Ever. As Ingram Micro supplies over 36,000 products to over 100,000-plus reseller customers in 120 countries, and since they were the first traditional computer distributor to get into CTI, we believe that our attendees will immensely profit from this entirely noncommercial and educational approach. If you are an interconnect, a computer VAR, or even an experienced CTI reseller, you must attend this free session. The most qualified information will be delivered to you from sources that have front-line experience and can get you started immediately.

EXHIBITOR HIGHLIGHTS
As a service to our readers, we’ve begun to provide a detailed list of the vendors you can see in the CTI™ EXPO Exhibit Hall, which will be the showcase of the latest CTI, call center, and Internet telephony products and services offered. Exhibiting categories will include: CTI software, development tools, call center products and services, telecommunications products and services, Internet telephony, fax and video, voice and data integration, unified messaging and productivity tools, audio and video conferencing, PC-PBXs, and many more. Here’s a first look at some of the vendors who’ll be exhibiting. The Exhibit Hall is free — you are welcome to browse around and do some firsthand research on the latest and hottest products and services.

Ahern Communications Corporation
Booth #354, announced that it is manufacturing the AVID multimedia headset and amplifier — a headset and amplifier designed to work with computer-telephony integration (CTI), Internet telephony, voice recognition, personal conferencing, business audio, and multimedia applications. The headset and amplifier plug directly into a computer’s sound card through the microphone and speaker ports. The AVID multimedia headset also features a high-performance electret microphone that optimizes speech recognition applications. The AVID MC1 amplifier was designed to boost the microphone output to line level. The AVID headset was created in response to the growing CTI market and to provide quality, affordable headsets. The AVID products sell for $24.95 each. For more information, contact Cynthia Pease at 800-451-3280 x229.

Computer Communications Specialists, Inc.
Booth #531, provides AVID, a software-based CTI enabler which operates across all standard operating systems and integrates to 20 major telephone PBX and ACD systems. Core functionality of AVID includes advanced CTI client/server capabilities, ease of integration, real-time management information, full voice and data call coordination, call transfer, call follow capabilities, fault resilience, automatic load balancing, and the ability to support multiple virtual call centers. Additionally, CCS provides SoftACD, a call control application designed to provide a combined ACD and IVR functionality to small and medium-sized call centers. SoftACD provides features such as call queuing, filtering, and routing. SoftACD also features integrated IVR and CTI functionality. For more information, contact Doris Grage at 770-441-3114 or visit www.ccsivr.com.  

EIS International
Booth #943, is a leading provider of software solutions and services for outbound and integrated inbound/outbound call centers. With more than 80,000 workstation installations at 1,450 worldwide locations, EIS provides systems for telemarketing, customer service, fund-raising, market research, and collections to increase productivity, enhance operational efficiency, and improve agent effectiveness. For more information, contact Janet Wynkoop at 703-478-9808 or visit www.sersolutions.com.  

Emerging Market Technologies, Inc. (EMT)
Booth #828, is the "pit crew" for high-performance sales and marketing teams. It provides the insight, the resources, and the software to make sales and marketing automation work fast and work right. EMT is the world’s largest value added reseller of TeleMagic Contact and Activity Management software, holding the title for seven consecutive years with a patent-pending implementation process designed to ensure the greatest ROI from your software investment. For more information, contact Jeff Multz or Dan Rezac at 770-980-1400 or visit www.emti.com. 

ICT Group, Inc.
Booth #631, is a major call center teleservices provider for sales, marketing, and customer care for the financial services, insurance, telecommunications, pharmaceutical, managed care, information media, and utilities industries. The ICT Group provides fully automated inbound, outbound, and integrated call handling as well as value-added marketing and market research services, including call center management. Business and consumer applications include: sales, lead generation and qualification, customer care, database marketing, surveying, and interviewing. It has multiple call centers located throughout the United States, Europe, and Canada. Multilingual, Pan-European, English/French, and English/Spanish/Portuguese teleservices are available. To learn more about ICT Group, contact Jackie Amendolari at 215-702-2018 or visit www.ictgroup.com.  

IMA’s EDGE call center software
Booth #1230, is an open-architecture, Internet-enabled, standards-based suite of tools and applications that integrates with telephony devices and host and legacy systems to control inbound and outbound call processing and manage call center functionality. EDGE brings functionality, customization, adaptability, scalability, and integration to environments ranging from telemarketing and order processing to customer service and account management, resulting in enhanced customer interactions. IMA, a global provider of comprehensive call center software, also offers full range of professional application and business consulting, technical support and maintenance services. Call 1- 800-776-0462 or 203-925-6800 or visit www.imainc.com. 

Interior Concepts
Booth #431, is a custom manufacturer of call center and telemarketing furniture. Its Chase wire management system, one-inch panels, and custom capabilities make Interior Concepts an industry leader. With its state-of-the-art design capabilities, it can assess the customer’s needs and provide a space plan of the area in need of furniture. Interior Concepts’ award-winning customer service is designed to assure the customers of the best in pricing and service. For more information, contact Christine Church Jacobs at 800-678-5550 or see www.interiorconcepts.com.   

MCI Call Center Solutions
Booth #1030. MCI manages one of the largest call center operations in the world and offers its expertise to businesses world-wide through a portfolio of call center solutions, including: Consulting — Site selection and facilities design; quality management; business process design; and customized recruiting, training and incentive programs. Outsourcing — Live agent and multimedia support for customer service, help desk, and sales support applications. Technology — Call center managed services; systems integration and applications development; and implementation support for interactive voice response, CTI, and intelligent workstation solutions. Network Services — Advanced solutions for intelligent routing, call handling, and management reporting. For more information, contact Nancy Montgomery at 770-284-4557 or visit www.mci.com. 

Melita International
Booth #1134, which began operation in 1983, is a leading provider of customer interaction and call management systems for call centers that enable businesses to automate call center activities and enhance their telephony-based customer communication. Worldwide customers include, among others, leading organizations in the financial services, retail, media, and communications and service bureau industries, where businesses are engaged in frequent telephone contact with customers or prospects. For more information, contact Jenny Schuh at 770-239-4667 or visit www.melita.com.  

Microlog Corporation
Booth #927, designs, assembles, and supports a complete line of Interactive Communications systems and application solutions for customers worldwide. With over 14,000 installations worldwide, its applications find appeal in both government and private industry. Its systems are designed to improve labor productivity, ensure the timely completion of business transactions and deliver critical information on demand to customers and vendors alike. Microlog’s interactive voice response systems, Intela, combined with IntelaCTI, IntelaConnect, IntelaDB, IntelaAttendant, or IntelaPowerdial, allow developers to assemble a complete voice-enabled call center solution. For more information, contact Scott Rover at 301-428-9100 or visit www.mlog.com.  

Mode Office Systems
Booth #1126. For over 20 years, Mode has specialized in the manufacture of office and call center furniture that meets customer needs rather than cookie cutter solutions. Options include circular clusters and rectilinear workstations with exceptional cabling capabilities, multiple raceways for voice, data, and electrical wiring, and the highest rated acoustical panels in the industry. Mode provides free space evaluation and layouts with a four-step process that includes an in-depth task analysis. The result is a call center that meets your needs and budget requirements — shipped when promised — each and every time. Mode gives you freedom of choice. For more information, contact Howard L. McKean at 800-497- 9873 or via e-mail at callcenters@modeoffice.com.

Noble Systems Corporation (NSC)
Booth #1034, offers flexible predictive dialing, inbound ACD and blended call systems, and software and solutions, which are fully customizable by the user. NSC’s system is comprised of: customized screens, real-time voice and data reporting and exchange, remote agent management, fax on demand, credit card payment processing, digital recording, internal/external call transfer, user defined software, screen and reports, limitless expansion, and more. Open database design can integrate within your network or stand alone. Unix, Informix, and Dialogic. SCSA compliant. For more information, contact Joy Tu at 888-8-NOBLE-8 x372 or visit www.noblesys.com.  

NTS Marketing
Booth #1022, is a full-service call center service agency. All of its operations are under one roof in a brand new 29,500-square-foot facility, including a 115,000-cubic-foot, custom-designed warehouse, offering complete turnkey services. Its facility integrates the capacities of a 135-seat ISDN-served call center for inbound and outbound projects with the high-tech backup of a hybrid data center and a fully equipped inhouse fulfillment center. Examples of NTS services include: live operator coverage 7/24, literature fulfillment, product ship ping, personalized correspondence, information packages, customer care calls, medical sample detailing, market surveys, and database management. For more information, contact Barbara Lincoln at 804-947-0000.

On-Line Interpreters, Inc.
Booth #731, provides live interpretation via a telephone conference, in a multitude of languages. On-Line caters to a wide range of client needs — facilitating customer service, appointment scheduling, order acceptance, and sales generation — and runs the gamut of communications demands experienced in everyday business. On-Line maintains professional, over-the-phone language interpretation 24 hours a day, 7 days a week. In addition, On-Line Interpreters, Inc., maintains complete telemarketing service capabilities for specialized, language-specific markets. Written translation of correspondence, marketing material, reports, forms, Web home pages, etc., are their forte. Call for a professional recording of IVR prompts. For more information, contact Lance Lindeen at 248-380-9163 or visit www.imagetown.com.  

OutReach Technologies
Booth #345 a division of Communication Systems Technologies, Inc., is the leader in integrated, easy-to-use phone and PC conferencing. The CONFERease family of T.120 standards-based conferencing products reduces operating costs and improves workgroup productivity by combining teleconference management, real-time PC conferencing, and high-quality audio communications for serious business users. CONFERease is the essential add-on to Microsoft NetMeeting. It provides phone and PC integration, a robust NT server platform, advance scheduling, improved security, conference moderator controls, and enterprise scalability. CONFERease uses standard Web browsers and connects through corporate LANs, the Internet, or direct dial-up. Phone communication uses existing POTS technology. For more information, contact Susan Van Voorhees at 410-792-8000 or visit www.outreachtech.com.  

Precision Response Corporation (PRC)
Booth #1128, based in Miami, Florida, is a leading full-service provider of telephone-based marketing and customer service solutions to large corporations on an outsourced basis. Through the integration of its teleservicing, database marketing and management, and fulfillment capabilities, PRC provides a "one-stop" solution to meeting clients’ needs. Using advanced technology, the company provides the ability for clients to cost-effectively contact or service prospective or existing customers. PRC currently operates eight call centers employing approximately 4,400 people equipped with the latest technology. PRC has been recognized by various organizations as a quality leader and has been ranked two years in a row as the fourth largest inbound teleservicing company in the country. For more information, contact Martin Cohn at 800- 666-4772 or visit www.prcnet.com. 

Racal Recorders
Booth #1226, offers the Wordnet digital recording system for message archiving and replay; up to 96 channels per unit for real-time access to database information; used as stand-alone or networked system; instant message storage capacity to 1,200 channel hours; archival storage capacity to 1,980 hours; 12GB DDS-3 DAT media with stored conversations to 240,000 messages; Mass Storage Unit with 19,800 channel hours storage capacity. It features RecorderLink, a new concept in open systems integration software that offers flexible, easy-to-use message search and replay facilities. The modular package provides integration tools and a new open programming interface, allowing third parties to customize search, replay, and selective recording functions. For more information, contact CJ Elias-West at 703-709-7114 or visit www.racalrecord.com.  

RMH Teleservices, Inc.
Booth #1124, is an award-winning quality provider of outbound and inbound telemarketing for high-volume business-to-business direct marketers throughout the United States. RMH specializes in customer service and direct response inbound programs and customer acquisition and upgrade outbound programs. RMH also offers list management and processing services, segmentation and scripting capability, and fulfillment. Its client relationships include many Fortune 500 companies such as insurance firms, financial institutions, direct marketing organizations, major credit card issuers, utilities, and telecommunication companies. RMH Teleservices, Inc., began in April 1983 and has grown to 11 state-of-the- art facilities throughout Pennsylvania and New Jersey. RMH is currently ranked 16th largest among the Top 50 Telemarketing Companies, according to Telemarketing & Call Center Solutions™ magazine. In September 1996, RMH became a public company, trading over-the-counter on the NAS-DAQ Exchange. For more information, contact Terry Blackley at 800-478-0201 or visit www.rmhteleservices.com. 

Romak Office Systems
Booth #937, is a well-established systems furniture manufacturer, located in Colorado Springs and serving the entire United States and Canada. Founded in 1978, Romak specializes in developing panel systems that incorporate features unique to specific industry applications. Working closely with engineering as well as user groups, Romak Office Systems built the Ultimate 9000 — panel systems furniture that meets all the functional requirements common to call centers. Romak Office Systems sells, delivers, and installs factory direct to ensure better value and customer success. For more information, contact John Ochsner at 719-527-1990.

Spectrum Corporation
Booth #1228, provides ACD message wallboards that, when strategically placed throughout a facility, allow information to be transmitted instantly. Spectrum’s ULTRA•Link ACD Software for Windows now allows Spectrum to offer a full line of software for wallboards. Network alert messages and real-time ACD statistics are two examples of the type of critical messages that can be broadcast the instant the information is needed, to the people who need it most. For more information, contact Gary W. Liddell at 800-392-5050 or visit www.specorp.com. 

Spectrum Technologies
Booth #729, the largest "ACS only" distributor in the U.S., invites you to take advantage of its large-volume buying and knowledgeable sales staff. Also featuring: voice-actuated tape recorders from Panasonic, and cassette tapes and batteries; as well as Uniden and Vtech Portable 900 MHz portable phones. Nationwide, same-day shipping is available. For more information, contact Alan Haber at 314-423- 2311 or visit www.spectrumtec.com. 

SYMON2000
Booth #928, has announced SYMON NT 4.0 PLATFORM. With over 500 call center installations worldwide, SYMON provides consolidated, real-time visual alerting of critical events, threshold exceptions, and multisite networking from all call center platforms: PBX/ACDs, dialers, IVR/VRUs, real-time adherence (TCS), call tracking (Remedy, Vantive). Output devices include: LED wallboards/panels, large VGA monitors, pagers, desktop screen pops. For more information, contact Elaine Rossi at 713-240-5555 or visit www.symon.com. 

Target Distributing Company
Booth #727, is a nationwide wholesale distributor of telecommunications products. Plantronics telephone headsets and PolyCom teleconferencing devices are two of its strongest lines. Target maintains a huge in-stock inventory and is ready to ship same-day. By buying direct through an authorized distributor, you eliminate high dealer margins. Target will create the right program for your needs and its flexible payment terms include: major credit cards, COD service, GSA purchases, and net terms with approved credit. For more information, call 800- 873-5528 or visit www.targetd.com.

TeleTech
Booth #529, is a provider of large-scale customer care outsourcing solutions to large, multinational companies. TeleTech helps its clients acquire, serve, and retain their customers through technology-based telephone and Internet inquiry management. For more information, contact Ginny Parker at 303-894- 7338 or visit www.teletechusa.com. 

Witness Systems
Booth #1155, is a leading developer of client/server monitoring software for call centers and is the pioneer of voice and data synchronization with its WITNESS quality coaching application. WITNESS enhances enterprise quality, agent efficiency and supervisor productivity. The WITNESS solution was introduced in 1990. Customers range from large call centers with thousands of agents to smaller, geographically dispersed centers. WITNESS is designed to allow organizations to monitor, record, and review voice interaction between a call center agent internally logged into the ACD and an outside caller. It also lets them monitor, record, and review the data movements on the call center agent’s workstation. For more information, contact Ryan Hollenbeck at 770-754-1900 or visit www.witsys.com. 

Wuttke Associates Inc.
Booth # 654, is now able to offer an interface between computer, telephone, and the Internet with a single headset. Wuttke Associates, Inc., has provided headset solutions to the call center environment for the past eight years, and now features an Internet-ready, stereo computer headset. The two principals of Wuttke Associates have a combined experience of over 30 years in the industry with the major headset manufacturers. This expertise enables them to provide quality products, headset repair, and service at competitive prices in a timely manner. For more information, contact Jeff Jeffries at 800-507-6560 or e-mail at Pmwuttke@aol.com.