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Level 3 Unveils Specs On Protocol Suite
Level 3 Communications, Inc., has announced technical specifications for a new protocol
suite expected to bridge existing circuit-based PSTNs and emerging IP-based networks. The
Internet Protocol Device Control (IPDC) allows external control and management of data
communications equipment operating at the edge of emerging multiservice packet networks.
IPDC features six documents by the Technical Advisory Council, or TAC, founded by Level 3
and other hardware and software companies within the industry. For more information, visit
Level 3's Web site at www.L3.com.
AT&T, HP Plan CTI Expansion
In a joint marketing agreement, AT&T and Hewlett-Packard Company will work toward
enabling AT&T Solutions to offer companies network- and premises-based CTI solutions
for call centers. Multimedia Call Center Solutions, AT&T's call center practice, will
set, install, and integrate HP's premises-based Smart Contact solution - incorporating the
Customer Contact Manager middleware - with existing AT&T call center services.
Expected results are enhanced customer satisfaction and efficiency, QoS across various
media, and improved workforce productivity and management. For more information, visit
HP's Web site at www.hp.com.
Nortel To Integrate IP Into Switch
Nortel (Northern Telecom) has announced it will integrate an IP interface into its
Meridian communications system, allowing routing of real-time voice and fax calls over IP
data networks rather than over the public telephone network. The Meridian Integrated IP
Telephony Gateway is expected to help organizations send increased traffic over IP
networks for reduced costs, as it would reduce the number of required lines supporting
voice and fax traffic. For more information, visit the company's Web site at www.nortel.com.
Dictaphone Improves Voice/Speech
Dictaphone Corporation's upgraded Boomerang solution is built to allow any type of
professional to record voice documents and either convert them to text or send them as
voice messages through e-mail. Boomerang 2.0 is a Windows 95-based voice messaging and
dictation system incorporating IBM's ViaVoice Transcription speech recognition software.
The new release also includes a sleek, hand-held microphone with single-action slide
control for recording and audio playback. For more information, contact Dictaphone at
888-483-6266.
Clarify, Ericsson Join For Global, Continuous Support
Ericsson has chosen Clarify Inc.'s, ClearSupport CommCenter solution to offer global,
24-hour, 7-day-a-week customer support from its Global Response Center (GRC), which
supports Ericsson organizations worldwide. Clarify's system will provide an infrastructure
to track call handling, known problem solutions, installed customer bases, and service
agreement contents. Ericsson reports the system has enabled the company to improve
customer support response times and reduce problem resolution costs. For more information,
contact Clarify at 888-CLARIFY.
8x8 Intros Broadband H.323 Platform
8x8 Inc.'s, latest solution, the Via-IP broadband videophone, is a development system for
audio and video telephony over high-speed Internet connections. Based on 8x8's VCP
processor, which runs 8x8's H.323 software for video using IP, Via-IP is able to
interoperate with other solutions such as Microsoft's NetMeeting. In addition, Via-IP is
designed to deliver full 30-frame-per-second video at VHS resolution, allowing
television-quality video conferencing in systems designed and priced for consumer markets.
For more information, contact 8x8 at 408-727-1885.
NetReality's Module Manages VoIP, VoFR
NetReality, Inc., has launched the WanTel module, integrated with the WiseWan multiservice
hardware/software system product family and built to provide end-to-end QoS for integrated
voice and data traffic. Users can realize control required to take advantage of
convergence, as the module delivers traffic monitoring, prioritization, adaptive bandwidth
allocation, and accounts for voice and data traffic over both IP and frame relay. The
release is expected to make the WiseWan system a major part of next-generation WANs. For
more information, contact the company at 408-988-8100.
RADVision, Accord Build Next-Gen H.323
Accord Video Telecommunications will integrate its MGC-100 multipoint control unit with
RADVision's H.323 Protocol Stack for gateway/multipoint conferencing capabilities for IP
and ISDN-based video conferencing users. The H.323 environment will support all of
Accord's advanced functionality, including continuous presence, five-way transcoding,
T.120 data conferencing, and conference management capabilities. Based on telco-grade
architecture and designed with hot-swappable, self-configuring modules, the MGC-100 is one
of the first MCUs to offer a highly reliable, maintainable, and scalable multipoint
conferencing environment. For more information, visit the companies' Web sites at www.accord.co.il and www.radvision.com.
Ericsson Releases H.323 Gatekeeper
Ericsson's available, industry-standard H.323 Gatekeeper system for carrier-grade systems
is designed to enhance Internet telephony network management and ensure future
interoperability with other vendor equipment. Internet telephony industry players can
optimize technology by advancing value added services for networks, securing current VoIP
investments, enhancing carrier-class VoIP network management dependability, increasing
network reliability with the gateway-independent Gatekeeper, and utilizing least-cost
routing options for increased network and cost efficiencies. For more information, visit
Ericsson's Web site at www.ericsson.com.
Hypercom Starts IP Telephony Group
Hypercom Corporation has extended its Network Systems division with the newly formed
Internet telephony, or IP.Tel, marketing group. Hypercom formed the group to increase
sales efforts for its IP.Tel product range among carriers and ISPs worldwide. Network
Systems President Paul Wallner reported the company is preparing for existing
circuit-switched voice to migrate to Internet-based telephony. The company plans to
continue forming strategic alliances in the packetized voice segment. For more
information, contact Hypercom at 602-866-5399.
TellSoft Intros Audio Publishing
Currently available is TellSoft Technologies, Inc.'s, iTalk Server version 1.2, an
internet-enabled computer telephony (iCT) network application. iTalk Server is designed to
allow users to record, update, and listen to audio messages on an Internet or intranet Web
site, with just a touch-tone telephone. It publishes messages directly to a Web site after
converting them over the phone into RealAudio files. RealAudio, a streaming audio system
from RealNetworks, supports iTalk Server. For more information, contact TellSoft at
719-534-0281.
Lucent Announces Remote Worker Solution
Lucent Technologies has announced the availability of a voice and data solution extending
a company's central communications system to remote workers. The DEFINITY Extender is
designed to offer remote employees access to all voice features on their company's
DEFINITY system, along with the company's data networks, via a single phone line. MCK
Communications designed and manufactured the product, available in two versions: The
analog DEFINITY Extender 1100/1101 and ISDN BRI DEFINITY Extender 2100/2101. For more
information, contact Lucent at 800-247-7000.
Natural MicroSystems Unveils Fax Boards
The new NaturalFax/AG family of fax boards from Natural MicroSystems is designed to
offer high-value fax platforms for OEMs developing fax server products, and for fax
service providers supplying store-and-forward fax services over conventional telephone
networks or IP data networks. NaturalFax/AG-8 (8 ports, loopstart), NaturalFax/AG-T1 (24
ports), and NaturalFax/E1 (30 ports) boards comprise the initial selection in the product
portfolio. For more information, visit the company's Web site at www.nmss.com.
Network Instruments Adds To Protocol Analyzers
Network Instruments, LLC has included more features and Expert Modes in its Observer and
Distributed Observer analyzers with NetSense for Observer. NetSense is a software
application performing Expert post-capture packet transaction analysis of network
protocols, the post-capture analysis enabling administrators quick sorting through
Observer capture files to identify and report problems. As a result, this eventually
allows administrators to easily see packet sizes and delays between them. NetSense for
Observer supports Windows 95, 98, and NT 4.0 and Observer 4.x and up. For more
information, contact the company at 612-932-9899.
WebLine Intros "Teleweb" Solution
WebLine Communications is shipping its first family of enterprise-class
"teleweb" solutions, allowing companies seamless integration of their
telephone-based sales and service operations with the Internet. WebLine 2.0 is designed
for use within Internet-enabled call centers and e-commerce Web sites. It allows
representatives, prospects, and customers to simultaneously view Web pages, charts,
graphics, secure forms, and applications during voice conversations. WebLine 2.0's five
components include a Collaboration Server, Media Blender, E-Commerce Adapters, System
Management, and Development Toolkit. For more information, contact the company at
781-272-9979.
Dialogic Eases Network Management, Total Cost
Dialogic has announced BoardWatch, a standards-based remote management software tool
simplifying CT systems administration. BoardWatch is designed to provide remote
configuration and inventory management for standards-based CT components, allowing OEMs,
application developers, and system integrators to add high value to their CT products. The
release is based on the IETF's SNMP and allows management over Dialogic devices for
reduced total cost of ownership. For more information, contact the company at
800-755-4444.
Amdahl Announces Wireless Apps For Platform
Amdahl Corporation's Intelligent Network Systems Group announced the availability of
wireless versions for Amdahl INSPIRE platform applications. The three versions are
Wireless Number Portability (WNP), Wireless Calling Name Delivery Service (W-CNAM), and a
wireless version of the recently-announced Nationwide Calling Name Delivery Service
(WN-CNAM). The applications exemplify the company's effort to bring robust
enterprise-class technology solutions and services to its customers. For more information,
visit the company's Web site at www.amdahl.com.
Shoreline Teleworks System Targets Small/Mid Companies
Shoreline Teleworks, Inc., has introduced CrystaLAN, a network-based voice communication
system designed to meet telephony needs of small to mid-sized businesses. The product is
built to provide a complete, cost-effective solution and a scalable replacement for
costly, proprietary PBX systems, key telephone systems, and Centrex services. It combines
top PBX system capabilities with point-and-click ease of PCs. For more information,
contact the company at 650-937-1301.
Digital Workshop Releases Centrex CT App
Digital Workshop Corporation's TinaTels CTX is currently available. The Windows
95/NT-based CT application is designed specifically for Bell Operating Companies' offered
Centrex services. Targeting the SOHO market, TinaTels CTX can take calls and then greet
and route callers to their requested extensions without human intervention. Centrex helps
enable the routing process inexpensively and reliably, serving as an alternative to a PBX.
TinaTels CTX sells at $199 with no per-seat charges. For more information, contact Digital
Workshop at 281-890-8025.
ZSP Announces High-Performance DSP
ZSP Corporation's (ZSP) new high-performance, 16-bit, fixed-point DSP is designed
specifically for voice and data networks and introduces the idea of managed I/O, or,
simplifying interfacing to high-bandwidth data streams as demanded by fax, modem, voice,
and telephony applications. The product offers large on-chip memory and is the second
product modeled after the ZSP 10X DSP architecture. The ZSP16402 provides 400 DSP MIPS at
200 MHz and allows numerous channels, requiring various algorithms, integration onto a
single processor. In addition, the ZSP16402 shares a C-compiler with its sister chip, the
ZSP16401, allowing the system designer to develop products quickly and maintain them over
time more efficiently. For more information, contact the company at 408-986-1686.
Perimeter Offers Call Center CTI
Perimeter Technology's Customer-VU PhoneGroups hardware/software answering solution is
designed to combine advantages of CTI and advanced telephone call management into a
single, cost-effective package. Targeted at businesses and organizations of any size, the
product offers a multifunctional, Centrex-based attendant console for receptionists,
operators, executive assistants, and work group administrators. Its Automatic Call Manager
(ACM) feature handles automated management of incoming calls with specialized routing
based on the caller ID. Customer-VU PhoneGroups includes easy-to-install PC cards and
software for any Windows 95 PC. For more information, contact the company at 603-645-1616.
Andrea Electronics Releases Audio/Productivity Solutions
Available immediately are Andrea Electronics Corporations' three new products offering
audio and productivity solutions, targeting call center, corporate, and SOHO markets. The
audio quality enhancement and user productivity solutions include the Andrea
ConnectSolutions Personal Computer/Telephone Headset Interface (PCTI), along with the
ProVoiceSolutions ANC-700 and ANC-750 headsets. The PCTI desktop device promotes full
speech-centric computing and traditional telephony application integration, allowing users
to alternately or simultaneously carry phone conversations and use speech recognition to
enter data or speak into the PC without pause between conversations. The headsets allow
optimized acoustics through its Active Noise Cancellation (ANC) technology and new speaker
housing design. For more information, visit the company's Web site at www.andreaelectronics.com.
Tele-Systems Delivers H.324 Multiplexer
Tele-Systems Associates has delivered its new H.324 standards-based videophone
multiplexer. The Quad Combo displays four separate video and audio signals on a single
monitor. The multiplexer features an extra port for connecting an overhead document camera
for text materials as well. The Quad Combo enables live, two-way video and audio for
distance learning settings, where a teacher could simultaneously communicate with four
homebound students or other remote sites. A full package, including four Via TV model
VC-105 units for remote sites, and the Quad Combo, sells at $6,600, the Quad Combo, alone,
retailing under $5,500. For more information, contact the company at 612-438-3510.
HP Offers Advantages With Fiber-Optic Management
Hewlett-Packard Company launched its AccessFiber management system, designed to help
telecommunications service providers and manufacturers manage and document fiber-optic
networks. Specifically, AccessFiber is designed to prompt reduced documentation costs and
speed both fault location and time-to-service. HP AccessFiber integrates with current
systems and is customizable for individual customers' needs. It features one or several
components of measurement hardware (RTU), an Oracle database server, and a Windows
NT-based GUI. For more information, call 800-452-4844.
The MathWorks' DSP Suite Targets Engineer Specs
The MathWorks, Inc.'s, new DSP Workshop product line is a single-integrated software
environment, offering DSP engineers faster simulations, a tighter migration path between
tools, design efficiency upgrades, and the ability to simulate an entire system-level
design. Engineers in the telecommunications and consumer audio electronics markets can
perform real-time algorithm design and simulation meeting their specific high-level,
speech and audio applications requirements such as for cell phones. Targeting the
mainstream market and focusing on shortening time from concept to prototyping, The
MathWorks DSP Workshop is available on both PC and UNIX platforms and is comprised of
MATLAB, Simulink, DSP Blockset, and Signal Processing Toolbox. For more information, visit
the company's Web site at www.mathworks.com.
Industrial Computer Source Chassis Fits High-Availability Apps
Industrial Computer Source has announced the 7724 Series of Rack-Mounted Alarm Chassis for
computer telephony, telecommunications, and other high-availability applications. Designed
to perform monitoring and notification functions, regardless of power failure, the series
is functionally self-contained and internally battery-supported. The alarm chassis
features an onboard rechargeable NiCad battery providing a maximum 15 minutes of
alarm-board operation for continuous system uptime in critical applications. Currently
available, the product ranges in price from $3,499 to $5,699 (including chassis with alarm
board, backplane, and power supply). For more information, contact the company at
800-677-7329, or visit its Web site at www.indcompsrc.com.
TsDesign Test Tool Runs Simultaneous Apps/Protocols
TsDesign Inc., are announcing the Triton MT, a multitasking, multiprotocol test tool.
Triton MT features four standard-supported E1/T1 ports, which are configurable at run time
with impedance selection, line monitoring, or termination mode. TsDesign's tool is built
to run up to 4 applications or protocols simultaneously and to offer easy-to-use bulk call
generation, simulation, and protocol analysis applications for ranging protocols, divided
into four, cost-effective bundles: Triton MT - ISDN/CAS/R2; Triton MT - SS7, and Triton MT
- V5, all priced at $37,000; and Triton MT - All Inclusive at $49,000. For more
information, contact the company at 770-454-6001.
Computer Modules Releases Turnkey MPEG Systems
Computer Modules, Inc., has announced availability of new extensions to its broadcast
products. The MPEG Shuttle Series, comprised of Computer Modules' turnkey MPEG-1 and
MPEG-2 transmissions systems, is a real-time video modem allowing users the choice to
consistently incorporate a high-quality LAN/WAN interface from leading suppliers. With the
modem, the company integrated commercial MPEG encoders to their own unique high-speed
communication cards with TCP/IP, T1/T3, E1/E3, or RS422 interfaces for a lower- cost
solution. The MPEG Shuttle System operates on the Windows NT platform and is designed to
adapt to the latest devices or standards. For more information, contact the company at
408-496-1881, or visit its Web site at www.compumodules.com.
SoftLinx Upgrades Messaging Solution
SoftLinx, Inc.'s, improved Replix dominoFAX Version 4.2a offers transparent fax
integration by allowing users to send and receive faxes through the familiar Lotus Notes
Mail interface. Replix dominoFAX 4.2a also utilizes SMTP, enabling nonNotes, e-mail users,
who send faxes, to reach the fax server through the optional mail-to-fax gateway. In
addition, the new version is designed to allow administrators to not only retrieve billing
summary information of inbound and outbound faxes but also limit such files by date and
size, specifically for cross-charging costs to users and departments. The product is fully
scalable and customizable to corporations of any size. For more information, contact the
company at 800-899-7724.
Dialogic Relaunches CT Starter Kits
Dialogic Corporation has reintroduced its starter kits, currently available and designed
to help CT developers looking to build powerful CT systems quickly and affordably. Kits
include user-friendly startup and educational materials required to create IVR, voice
messaging, auto attendant, and other computer telephony applications. Available for the
ProLine/2V and D/41ESC voice boards, the kits' components include Windows 95 and NT System
development packages, along with software for editing and designing customized,
high-quality voice prompts. Dialogic voice boards, the core components, use a common
hardware and firmware architecture to let users easily port applications to higher-line
density platforms. In addition, the kits feature demonstration programs from leading
developers of application generators. For more information, contact Dialogic at
800-755-4444, or visit its Web site at www.dialogic.com.
Noise Cancellation Tech's Headset Enables Audible Calls
For improved clarity of communications, Noise Cancellation Technologies, Inc.'s,
NoiseBuster cellular headset is built to create a quiet zone at the ear and reduce masking
effects of noise for higher-quality connections. The headset features active noise
reduction (ANR) to limit ambient, low-frequency background sounds for a clearer call. Such
capabilities allow users to hear information clearly and correctly and allows cost
savings, as well as increased customer satisfaction. Featuring a fully adjustable headband
for fit and comfort during extended wear, NoiseBuster is designed to deliver over 100
hours of use on two AAA batteries and is priced at $89. For more information, call
800-278-3526.
MiTAC Issues Industrial Chassis For Critical Apps
The MCH-205R 19� rack-mount industrial chassis from MiTAC Industrial Corporation targets
major OEMs, VARs, and system integrators working with applications, including medical,
industrial controllers, network servers, test equipment, and others, which demand
flexibility of numerous expansion slots and disk drives. The MCH-205R offers choices of
CPUs, up to Pentium II Processors, and features 300-watt, hot-swappable, redundant power
supplies delivering 600 watts of continuous power. The 20-slot, passive backplane supports
ISA/PCI architecture with DIY segmentation or PIGMIG for a maximum four systems.
Accessories such as various drive configurations, I/O cards, display, and operator
interfaces comprise the aggressively priced unit. For more information, contact the
company at 800-648-2295.
Trenton Upgrades Single-Board Bus
Trenton Technology Inc., has announced the TR-P2BX, a high-performance line of 350 MHz and
400 MHz Pentium II Processor-based SBCs with 100 MHz system bus and SDRAM. Available in
five performance models, the full-featured SBC features Trenton's flush-mounted processor
design, which saves valuable backplane slots and integrated 10/100Base-T Ethernet, Ultra
Wide SCSI, and AGP SVGA interfaces. Its onboard 10/100Base-T Ethernet interface provides
required connectivity for today's applications. "The TR-P2BX is not only 20-percent
faster than previous 333 MHz SBCs but can produce up to a 50-percent increase in system
and memory bandwidth, using Intel's 100 MHz system bus," said Trenton Sales Vice
President Bill Bowling. For more information, contact the company at 800-875-6031.
British Telecom Partners TouchWave
British Telecom signed an agreement to partner the roll-out of new TouchWave products and
technologies, evaluating existing and future version of WebSwitch, as well as offering
expertise and feedback. Web Switch allows small and medium-sized businesses to build
telephony networks with VoIP technology across their corporate LANs and WANs. "We are
pleased to be collaborating on the development of TouchWave's network telephone
technologies, recognizing the rapidly emerging potential for products of this type,"
British Telecom's Andy Heron said. For more information, contact TouchWave at
650-843-1850.
Aumtech App Enables Call Center Savings
Aumtech, Inc.'s, Economical Screen Pop (ESP), now available, is designed to save call
centers millions by reducing time agents spend servicing customers. The low-cost CTI
application automatically transfers caller account information to agents' screens,
potentially saving a 100-seat call center $100,000 per year in agent time and cutting
costs associated with 800 numbers, as callers are not holding as long. Compatible with
virtually any phone system, ESP does not require extra infrastructure to determine agent
location. For more information, contact Aumtech at 732-254-1875.
Unisys Upgrade Quickens Speech App Deployment
Unisys Corporation has released the Natural Language (NL) Speech Assistant Version 3.0, an
enhancement built to allow developers to design and test drive a spoken language
application without programming. The product's Dialog Design Assistant (DDA) module
features a Wizard-of-Oz (WOZ) simulator, allowing developers to rapidly prototype a
spoken-language application, test its "listen-and-feel," and make changes before
writing code or selecting a speech recognizer. The release complies with SAPI and is
available through Unisys NL-Enabled partners. For more information, visit www.marketplace.unisys.com.
Alliance Adopts Government Sales Division
Alliance Systems, Inc.,'s government sales division caters to VARs, resellers, and systems
integrators providing computer telephony technology and services to federal, state, and
local government agencies. The move is part of an effort to expand its build-to-order
integration business. Under a GSA program allowing customers CT-solution selling
opportunities to federal agencies, the company will provide government suppliers
build-to-order CT server platforms for IP telephony, call center, and NT-PBX applications.
For more information, contact the company at 703-444-0968.
Delta Three Phone-To-Phone Cuts Costs
Now available is Delta Three, Inc.'s, international Internet telephony Phone-to-Phone
services in the United States, Canada, Australia, the United Kingdom, Finland, and Japan.
Through RSL COM subsidiaries in these areas, the service is designed to allow customers to
make calls via the Internet to any location around the world and save up to 80 percent
over standard, international phone service rates. The service is offered as a prepaid or
postpaid phone card and/or presubscribed services. For more information, visit the
companies' Web sites at www.deltathree.com and www.rslcom.com.
I.S. Associates Enters VoIP, VoFR Accounting
I.S. Associates, Inc., has released a major call accounting software product, TeleCount
3.2, which includes both new features, as well as enhancements to various existing
features. TeleCount 3.2 offers support for VoIP and VoFR systems, allowing any-sized
organization to track, cost, and report activity over these systems. In addition, the new
TeleCount Lite System supports basic call accounting features, and other general
enhancements provide a more user-friendly, more robust TeleCount 3.2 system. For more
information, contact the company at 800-583-3440.
Qronus Offers Call Center Test Solution
Qronus Interactive has released a mission-critical call center testing solution.
LoadTester/CTI is designed to enable quality assurance (QA) engineers to build real-world
loads on their system, including both data and telephony subsystems. Managers can deploy
applications with confidence, as virtual users exercise the system as real users would.
System and component capacities, bottlenecks, and performance in the call center are
identifiable via powerful analysis capabilities. For more information, visit the company's
Web site at www.qronus.com.
Genoa Releases Modem-Accessible Fax Tester
Genoa Technology, Inc., is shipping FaxProbe 4.0, a modem-accessible facsimile tester for
remote monitoring. The PC-based analysis tool is built to originate, answer, or monitor a
fax transmission remotely for fast and efficient diagnosis. Priced at $6,500, it offers
independent client software, able to connect with multiple hardware test devices. In
addition, it offers easy configuration and transmission page replication, with multiple
hardware, and produces a results database, using Microsoft's Access database. For more
information, visit the company's Web site at www.gentech.com.
Registry Magic, Dell Ship Speech Rec App
Registry Magic's Virtual Operator turnkey software application is now shipping on Dell
Computer Corporation's OptiPlex desktop PCs. The application for speech recognition, auto
attendant, and call routing capabilities acts as a live operator when attached to a
business's telephone system, eliminating need for touch tone menus. Registry Magic
designed the Virtual Operator to answer 12 calls at once, understand natural speech,
eliminate touch tone, and automate international phone systems where touch-tone menus do
not exist. For more information, contact Registry Magic at 561-367-0408.
Mustang Integrates With Microsoft
Mustang Software, Inc.'s, add-in component for Microsoft Corporation's Outlook
messaging/collaboration client is currently available. The IMC Agent Add-in for Outlook is
engineered to transform Outlook into a call center and help desk tool via integrating
enhanced IMC Agent functionality. Through the new client, CSRs can enable real-time queue
statistics, e-mail history recall, IMC's Standard Response Library, and status management
tools by pushing a button. For more information, contact Mustang at 805-873-2500.
Black Ice Releases Impact Fax Addition
Black Ice Software, Inc., has released the Impact Fax On Demand extension to its related
product family. The new product combines IVR and fax for automatic delivery of documents
to anyone with a touch-tone phone and fax machine. It is designed to be fully scalable
from a single port to 255 ports and is compatible with any modem using the Rockwell
Voice/Fax chipset, Us Robotics, or Dialogic boards. Impact Fax On Demand can deliver
timely information 24 hours a day for improved customer satisfaction and reduced staffing,
postage, and printing costs. For more information, contact the company at 603-673-1019.
IRS Orders Upgrades To Microlog Systems
Since 1994, the IRS has employed Microlog Corporation's Intela communications platform,
for which the federal agency has placed a multimillion-dollar order in major upgrades. The
platform assists in daily handling of thousands of tax inquiry calls. The enhancement
takes advantage of the Intela System Release 6 (SR6) Y2K compliance under the Aspect ACD
replacement contract. Data and voice are simultaneously transferred to an agent for
resolution with the call center ACD. Many IRS existing VCS3500 VRUs will be upgraded to
Intela as well. For more information, visit Microlog's Web site at www.mlog.com.
IRS Selects Lucent, GeoTel For Tech Investment
The IRS will invest millions in Lucent Technologies to network the call centers which
answer general tax inquiries. The Lucent NetCare Professional Services organization's team
of vendors will serve as the project's integrator, and its call center and data networking
consultants will manage the program. GeoTel's Intelligent CallRouter software will help
link the IRS's 25 geographically dispersed customer service call centers into one virtual
call center. For more information, visit GeoTel's Web site at www.geotel.com and Lucent's Web site at www.lucent.com.
Rockwell Model Targets Smaller Call Centers
Rockwell Electronic Commerce has extended its company product line, addressing needs of
mid-range call centers, with the new Spectrum Integrated Call Center model. It features
Spectrum ACD software and is designed for centers of 50-150 agents. Including Spectrum
Release 6 software, the new model sits in a PC-server-sized cabinet for easy installation
and maintenance. In addition, plug-and-play software templates enable the customer call
management solution to run for hours. For more information, visit the company's Web site
at www.ec.rockwell.com. |
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