November 1999
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Cisco Expands Into New Markets With GeoTel Acquisition
Cisco announced that it is expanding into new markets with enterprise contact
center and service provider solutions based on software developed by its recent
acquisition, GeoTel Communications Corporation. Cisco plans to develop solutions for
multimedia contact management and CTI that give companies the flexibility to interact with
their customers via phone, Web, fax, and e-mail, while maintaining integration with
existing ADC, IVR, network, and desktop applications.
No. 500, www.ctimag.com/freeinfo
Periphonics Intros ScreenSentry
Periphonics introduced ScreenSentry, the latest addition to its CallSponsor suite of CTI
enhanced call center solutions, designed to improve call center productivity and customer
service by integrating voice and data domains. ScreenSentry enables audit recording of
call center agent calls by monitoring and recording the activity on their desktop
applications. When used with CallSentry, Periphonics' voice monitoring and recording tool,
ScreenSentry enables call center supervisors and managers to review and score real-time
and recorded customer sessions, listening to the call while observing the agent screens
viewed throughout the session.
No. 501, www.ctimag.com/freeinfo
Genesys Announces SAP Interface Certification
Genesys announced that it has completed the SAP interface certification of the Genesys
T-Gate for SAP R/3 Releases 4.5 and 4.6 inter-enterprise business solutions. Genesys's new
T-Gate for R/3 connects the company's management and CTI solutions to SAP R/3 using the
SAPphone interface. The certified interface links Genesys's T-Server Framework and contact
center applications with SAP solutions in its CRM product, including its Customer
Interaction Center call center application.
No. 502, www.ctimag.com/freeinfo
Nortel To Acquire Periphonics
Nortel announced a definitive merger agreement whereby they will acquire Periphonics.
Periphonics provides interactive voice solutions used in call centers and other voice and
data network applications. Nortel will pay an estimated $436 million in its common shares
for Periphonics. The acquisition advances Nortel's strategy to deliver next-generation
networks that unify voice, data, and the Internet.
No. 503, www.ctimag.com/freeinfo
Cisco Announces Product Integration
Cisco announced product integration between its ICM software for intelligent
contact management and three CRM solutions: Chordiant, Clarify, and Vantive. Through ICM
software's CTI capabilities, CRM applications have access to an array of enterprise-level
data collected by the Cisco platform from the Internet, carrier networks, ACDs, IVRs,
agent workstations, and other resources. The interfaces enable organizations to gain
insight into customer buying trends, customer profitability models, brand management,
marketing campaigns, and sales forecasts.
No. 504, www.ctimag.com/freeinfo
Melita Launches XChange
Melita unveiled Melita XChange, a call center solution for customer contact organizations
that is designed for a variety of teleservice applications in a stand-alone environment.
Based on industry standards and an open architecture, Melita XChange is a product of
Melita's recent acquisition of smallwonder Softworks!, and delivers intelligent predictive
dialing, inbound call processing, call blending, unlimited scripting, transaction
recording and playback, data management utilities, and reports.
No. 505, www.ctimag.com/freeinfo
Blue Pumpkin Adds To PrimeTime Product Line
Blue Pumpkin announced the availability of PrimeTime 2.0, a workforce management solution
for customer contact centers, and PrimeTime Insight, a real-time, Web-based workforce
management solution. PrimeTime 2.0 is designed to help manage customer contact centers
with cross-skilled agents, multiple products and services, multiple languages, and agents
shared across different groups or ACD queues by integrating skills-based scheduling and
performance assessment tools with forecasting, scheduling, and reporting capabilities.
PrimeTime Insight enables contact center agents to easily view and manage scheduling
information via a real-time browser-based interface.
No. 506, www.ctimag.com/freeinfo
PakNetX Announces Support For NetMeeting's H.323 Gatekeeper
PakNetX announced that its PNX ACD now supports Windows NetMeeting 3's
advanced H.323 gatekeeper functionality. NetMeeting's gatekeeper support combined with the
integrated gatekeeper of the PNX ACD provides call centers and Internet contact centers
with the ability to conduct call transfers, conferencing, agent monitoring, barge-in, and
other capabilities with all NetMeeting-supported tools, including video, chat, and
whiteboards. The PNX ACD increases call center security with a built-in firewall and
NetMeeting gatekeeper call authorization functions.
No. 507, www.ctimag.com/freeinfo
Racal Recorders Launches Agent Quality Management
Racal Recorders introduced its AQM, a customer relationship management
solution that works both with live calls in progress and with recorded calls to monitor
and assess agent/customer interactions. The AQM package records the ongoing performance of
agents, produces reports, and highlights trends, providing comprehensive reports detailing
the performance of both individual agents and groups of agents. Instant recording
capabilities allow tracking of calls to meet training, compliance, and audit requirements.
No. 508, www.ctimag.com/freeinfo
Brooktrout Announces Support For Linux
Brooktrout announced support for the Linux operating system on its TR114
Series intelligent fax and voice boards. Developers who have chosen Linux as their
development platform can now develop on Brooktrout Technology's platforms to create
enhanced fax and messaging applications. Brooktrout plans to add Linux support to
additional products including its Netaccess intelligent WAN access cards.
No. 509, www.ctimag.com/freeinfo
WebLine Unveils Customer Interaction Suite
WebLine Communications introduced the WebLine Customer Interaction Suite, which includes
the new 3.0 release of WebLine Collaboration Server and the debut of WebLine eMail
Manager. The Collaboration Server is an enterprise-level and service-provider-class
application that enables contact center agents to engage in real-time, Web-based
collaboration - such as application sharing, whiteboarding, etc. - while conducting a
conversation via Web chat, phone, or VoIP. eMail Manager provides message tracking and
distribution capabilities, as well as queue management, reporting, outbound marketing
tools and templates, and a GUI-based rules engine.
No. 510, www.ctimag.com/freeinfo
TCS Offers Workforce Management Solution
TCS introduced the TCS AutoPilot, a workforce management outsourcing program
that provides call centers with fewer than 200 agents with hardware, software, and
consulting services. For a one-time start-up fee and monthly payments based on the number
of call center agents, an AutoPilot team of consultants creates call volume forecasts and
optimizes agent workforce schedules while company employees maintain schedule assignments
and day-to-day management tasks. The AutoPilot program is available in both single-skill
and multi-skill configurations.
No. 511, www.ctimag.com/freeinfo
EasyPhone Changes Name To Altitude, Enhances Contact Center
Software
EasyPhone announced that it will change its name to Altitude Software,
effective December 1, 1999, and announced the release of version 5 of its integrated
software suite. Major enhancements include EasySupervisor, a contact center management
application for monitoring and performance analysis of contact center agents and
campaigns. Other enhancements include improved call routing and new and enhanced switch
support through the TSAPI and CSTA middleware links to leverage increased telephony
information to enhance call processing and interaction in the contact center.
No. 512, www.ctimag.com/freeinfo
TollBridge Announces Support For MGCP Protocol
TollBridge Technologies has announced that its products will support the
newly emerging Media Gateway Controller Protocol (MGCP), a developing IETF standard that
controls telephony gateways. Since the TollBridge system is IP based, MGCP is a natural
extension for the TB200 Local Exchange Gateway, so that customers can use their existing
telephones to connect to the circuit-switched PSTN as well as new IP-based next-gen
switches.
No. 513, www.ctimag.com/freeinfo
Teloquent Enhances Web Call Center
Teloquent announced the release of version 2 of its Web Call Center solution
for Web-based customer interactions. The new software, Web Call Center 2.0, creates a Web
and phone portal for a variety of customer interactions, such as sales, customer support,
IT help desks, or constituent service, as well as allowing customers to initiate
phone-based CallBack from a Web site. Web Call Center 2.0 can be incorporated into
existing Web pages using HTML and standard authoring tools, and is compatible with both
Internet Explorer and Netscape Navigator.
No. 514, www.ctimag.com/freeinfo
Tripp Lite Announces Support For Linux
Tripp Lite announced that it has made the source code of its PowerAlert
Universal UPS Management software available to Linux developers. The source code is
available for download at www.tripplite.com/linux. PowerAlert software supports Linux
Slackware version 3.5 and later, Linux Red Hat version 5.1 and later, as well as most
major PC and Unix operating systems. TrippLite also announced the release of PowerAlert
software for Macintosh, which will allow users to view operating conditions, load,
capacity, and other vital UPS information via a GUI.
No. 515, www.ctimag.com/freeinfo
Premisys Integrated Access Solution Compatible With Lucent, Nortel
Premisys Broadband announced that its broadband integrated access solution,
the Q-155 multi-service access platform, has passed compatibility testing with Nortel
Networks' DMS Local Switch and Lucent's 5ESS switch. The successful completion of the
interoperability tests qualified the Q-155 system for deployment in any network designed
around the Lucent or Nortel equipment. The evaluation focused on the GR-303 voice
concentration capabilities of the broadband unit, which allows telecommunications carriers
to concentrate traffic by at least four-fold on a switch.
No. 516, www.ctimag.com/freeinfo
onebox.com Launches Free Unified Messaging
onebox.com has launched its free enhanced unified messaging service, which
provides users with a Web-based inbox for voice, fax, and e-mail messages. onebox.com
provides users with their own free personal local phone number for voice mail, fax, and
e-mail, with no usage limitations. Users can set up a local phone number in any city where
onebox.com currently offers numbers. Local numbers are currently available in major cities
across the country. onebox.com also announced a partnership with liveprint.com to offer
all onebox.com users a free set of 100 custom-designed business cards with the onebox.com
account information and phone number.
No. 517, www.ctimag.com/freeinfo
HP Delivers Platform For Pre-Paid Calling
Hewlett Packard announced that N-Soft's pre-paid calling applications for
service providers are now available on HP NetServer Computer Telephony platforms.
Incorporating Dialogic software and hardware components, HP NetServer CT platforms provide
an application-ready foundation for a wide variety of telephony applications, such as
interactive voice response, IP telephony, and unified messaging. HP NetServer CT platforms
are based on industry standards and offer the scalability required by N-Soft for the
calling card market, ranging from a small number of ports to well over a hundred ports.
No. 518, www.ctimag.com/freeinfo
Inter-Tel Rolls Out InterPrise 3200D Routers
Inter-Tel released the InterPrise 3200D voice and data router, which
transports voice, fax, and data communications across corporate IP or frame-relay
networks, potentially reducing a company's costs by sending its voice and data traffic
over a single network, rather than over separate networks. The digital T1/EI InterPrise
3200D allows network managers to integrate multimedia communications with remote
facilities. Connecting to an existing telephone system, the InterPrise 3200D converts
voice to data packets and routes the data across the corporate data networks. The
InterPrise 3200D can also function as an organization's data network router.
No. 519, www.ctimag.com/freeinfo
RadiSys Intros SBCs
RadiSys introduced the P2000(D)BX2 and P3000(D)BX2 Series single board
computers (SBCs), designed to work in harsh embedded environments exposed to constant
shock and vibration. The RadiSys systems feature the Intel 440BX chipset. The P2000
utilizes a single or dual Pentium II configuration support for 400 MHz, and the P3000
features the single or dual Pentium III configuration support for 450 MHz and higher
speeds. Each SBC features an external 100 MHz front side-bus, 512 KB L2 cache, and 512 MB
or 3.3 V synchronous DRAM.
No. 520, www.ctimag.com/freeinfo
IEX Enhances TotalNet Call Routing/Enterprise Reporting
IEX, a Tekelec subsidiary, announced new features for its TotalNet Call
Routing 4.0 and TotalNet Enterprise Reporting 2.0 solutions. TotalNet Call Routing 4.0 has
been certified for operation with the Stentor TollFree routing gateway feature. TotalNet
Enterprise Reporting 2.0 now connects to Call Routing 4.0, and offers features including
receipt of ACD data, new reporting hierarchies, GUI and text-based ACD displays, and an
ODBC interface. IEX also announced the addition of the Agent WebStation module to its
workforce management software, TotalView, which works with TotalNet Call Routing as part
of a virtual call center.
No. 521, www.ctimag.com/freeinfo
Radisys Intros Intel-Based Embedded Motherboards
Radisys introduced its Endura line of Intel-architecture-based motherboards
designed explicitly for embedded systems. The Endura family of motherboards offer Intel
processors and form factors found in commercial motherboards, but also include additional
features such as custom-boot screens, five-year product longevity, and field resiliency.
The motherboards will initially be based on the Celeron processor in both ATX and Baby-AT
form factors, as well as "skeleton systems" that add power supply, chassis,
floppy, and peripheral bays to the board product. Prices start at $375 for a motherboard
with an Intel 366 MHz Celeron processor.
No. 522, www.ctimag.com/freeinfo
SBS Intros 3U cPCI PC/AT Card
SBS rolled out the cPRO3, a 3U CompactPCI Socket-7 processor board. The cPRO3 is an
extension of the Proteus family of embedded computers for SBS Technologies that was
intentionally designed without excessive overhead to facilitate customization for specific
requirements. It offers processor speeds up to 333 MHz, up to 128 MB of EDO DRAM, 512 KB
of Level 2 cache, and up to 144 MB of Flash Disk-On-Chip. The board comes standard with
rear panel COM ports and front panel mouse and keyboard ports. It uses an Award BIOS in
Flash ROM to allow future BIOS upgrades to be programmed on site. The card also
incorporates the I/O capabilities of a complete PC/AT.
No. 523, www.ctimag.com/freeinfo
SBS Intros Model 714P Rackmount Enclosure
SBS announced the availability of the Model 714P, a general-purpose rugged
enclosure designed for use in a wide variety of applications such as data acquisition,
factory automation, and computer telephony. The Model 714P comes with a 14-slot ISA
passive backplane, but can easily accommodate a variety of PCI/ISA dual bus backplanes,
offering four, six, or seven PCI slots. Optional split backplanes are also available for
multiple systems operation. The three front- accessible shock-mounted 5.25 inch peripheral
bays can be configured horizontally or vertically. A variety of configurations can be
provided to meet the end user's specific requirements, including special paint and
silkscreen, custom I/O panels, or systems integration and testing.
No. 524, www.ctimag.com/freeinfo
Trio Group Rolls Out WAP Client For PresentOffice
The Trio Group introduced a wireless-application-protocol (WAP) client for
its PresentOffice enterprise call handling solution, providing mobile phone users with
full system functionality regardless of location. The WAP client enhancement enables
mobile phone users to connect to the PresentOffice system, which supports Internet and
intranet communications, providing remote users with the means to manage the system at
home, on the road, and over the Internet, as well as in the office. The expanded
capabilities offered by the WAP client allow workers use their mobile phones to access the
features and functions of the PresentOffice system, enabling them to contact other
employees based on availability, skills, and responsibilities without requiring callers to
know names, extensions, or departments.
No. 525, www.ctimag.com/freeinfo
Merlot Extends Service Provider Network Into Customer Premises
Merlot announced the Magnum Applications and Services Platform (ASP), which
extends the service provider network directly onto the customer premise to deliver unified
voice, data, and video services, and other applications. The Merlot ASP is designed to
allow service providers to deliver complete communications solutions to small and
mid-sized enterprises. The ASP platform includes the functionality of a Hybrid Key/PBX or
Centrex system, voice mail, high-speed Internet and WAN access, and LAN-based access to
shared resources. The ASP is best deployed within a ServicePage Architecture, a
distributed approach, similar to the Internet, that requires intelligent edge devices that
play an active role in the delivery of enhanced services.
No. 526, www.ctimag.com/freeinfo
Cisco Ships Enterprise Convergence Solutions
Cisco has released new enterprise telephony solutions including Cisco
CallManager 2.4, Cisco Media Convergence Server 7830, two new Cisco Digital IP Telephony
Gateways (DT24+ and the DE-30+), and two models of IP Telephony handsets. CallManager 2.4
is the primary software application that extends enterprise telephony features and
functions to enterprise packet telephony network devices. CCM 2.4 comes preinstalled on
the Media Convergence Server 7830, providing basic call processing, signaling, and
connection services to configured devices. These solutions deliver key infrastructure
components and intelligent software to enterprise customers who are building converged
networks based on the recently announced Cisco AVVID (Architecture for Voice, Video, and
Integrated Data). AVVID enables customers to deploy a converged network that integrates
voice and video onto the data structure using Cisco's end-to-end products.
No. 527, www.ctimag.com/freeinfo
Rockwell Announces Multimedia Internet Call Manager
Rockwell announced its Multimedia Call Manager, an addition to Rockwell's
Internet Communications Studio solution, a comprehensive Internet customer contact
management solution. The Multimedia Call Manager accepts calls from any H.323-compatible
caller, including Microsoft NetMeeting clients and H.323-compliant Internet Telephony
gateways. Customers using a multimedia PC with an H.323-compliant Internet phone simply
click on a Web page's "connect me" button or directly call the call center to
reach a call center agent. The Multimedia Call Center then queues and delivers the call to
the next available agent. Once connected, the agent can take advantage of H.323/T.120
standards-based tools to provide video, shared browsing, text chat, file transfer, and
data collaboration, in addition to the voice connection.
No. 528, www.ctimag.com/freeinfo
Corio and Octane Team To Deliver Online Customer Management
Corio and Octane Software have partnered to deliver Octane's customer service
application to Corio's application-services customer base. Corio will remotely host and
distribute Octane 99 to customers through a secure network infrastructure for a monthly
fee. The package enables customers to outsource and integrate both front office and back
office solutions, enabling faster access to enterprise information. Octane 99 is a front
office application designed to provide "out of the box" customer care
functionality. Octane 99 includes four primary components for eCRM solutions: business
process foundation, multi-channel access (Web, e-mail, chat, fax, and phone),
enterprise-integrated business intelligence, and a GUI-based management tool for business
modeling and application design.
No. 529, www.ctimag.com/freeinfo
Motorola Intros IADs
Motorola introduced the Vanguard Instant Access series of intelligent access
devices (IADs), a new family of plug and play routers designed to address the networking
needs of small to mid-sized businesses and the service providers catering to that market.
The Vanguard Instant Access family needs no custom configuration; embedded artificial
intelligence in the devices delivers fully automated installation, configuration, and
zero-touch management. The first products in the family to be introduced are the Vanguard
60, 70, and 80 series, which enable small business to connect over a single ISDN or IDSL
interface. Motorola plans to introduce other DSL versions in the future. The Vanguard IADs
use a single Ethernet 10base-T interface, and feature ISDN and IP protocol support, as
well as integrated DHCP server for easy PC client configuration.
No. 530, www.ctimag.com/freeinfo
Brooktrout Intros The TR-IRAS Series
Brooktrout introduced the TR-IRAS platform, which enables the combination of
remote access with intelligent fax or voice applications on a single server sharing a
single E1/T1 line. Based on Brooktrout's IRAS Series of remote access PCI boards with
digital telephony interfaces and up to 30 on-board modems, the TR-IRAS platform extends
the Brooktrout's basic IRAS functionality to allow dynamic connection to other TR Series
boards, including the TR114 Series intelligent fax boards, the TR1000 Series voice/fax
unified messaging platform, and the TR2001 IP Telephony platform. The TR-IRAS platform
also incorporates a Policy Manager Application Programming Interface, which allows
applications to perform intelligent call handling and telephony resource management.
No. 531, www.ctimag.com/freeinfo
Artisoft Unveils Visual Fax 3.0
Artisoft released Visual Fax 3.0, a fax software development toolkit for
custom integrated PC-based fax applications. This upgrade is built on the same ActiveX
architecture used in Artisoft's Visual Voice Pro, and provides software developers
multi-line faxing facilities. Visual Fax 3.0 incorporates design enhancements geared
toward building fax applications, including fax servers, interactive fax-on-demand, fax
mail, and unified messaging systems. Visual Fax 3.0 also includes a new Jobs component for
monitoring the status of fax activity in multiple queues. In addition, a new configuration
utility provides a GUI for changing registry setting. The toolkit offers developers a
choice of environments and has support for a variety of development systems.
No. 532, www.ctimag.com/freeinfo
Linx Announces Web-Based Unified Messaging
Linx Communications announced LinxWeb, its Web-based unified communications
application. LinxWeb, a personal Web portal that offers a unified platform for
streamlining and managing daily communications including phone calls, messages, pages, and
faxes, offers an intuitive, Web-based interface for viewing and managing messages. It also
allows users to initiate real-time call connection and routing. LinxWeb is free to
LinxConnect customers, extending the reach of the unified communications service to
leverage the flexibility and ubiquity of the Web. Users have their own LinxWeb Personal
Communications Home Page, which serves as an active message hub for all phone, cellular,
and fax correspondence and enables users to send voice and fax messages as e-mail.
No. 533, www.ctimag.com/freeinfo
Digi Offers CompactPCI Adapters
Digi International introduced the cPCI-based DataFire SYNC/2000 cPCI
synchronous WAN adapter and the DataFire DSP 24/48 and 30/60 access concentrators, which
enable PC servers to perform a variety of communications applications, including WAN
routing, virtual private networking, remote access, faxing, and dial-out/dial-in Internet
access applications, without relying on proprietary "black-box" servers or an
assortment of single-purpose adapter cards. The DataFire SYNC/2000 cPCI adapter supports
both Windows NT and UnixWare and enables SNA connectivity when combined with Microsoft's
SNA server or the IBM eNetwork Communications server. The SYNC/2000 includes both two-port
and four-port configurations, enabling Internet, Frame Relay, and X.25 connectivity.
No. 534, www.ctimag.com/freeinfo
CXR Rolls Out CB2000 Switcher/Concentrator
CXR announced the CB2000 Switcher/Concentrator, which consolidates up to 32
ISDN/PRI ports without reducing performance. An expanded version also allows connection to
PRI-compatible equipment or the cascading of multiple units to distribute access across
the site. Devices connected to the BRI ports can originate or answer data or voice calls
to or from the ISDN public network. The system can handle up to 60 simultaneous calls.
Various switching methods optimize system performance, and incoming calls can be
automatically directed to a group of devices by assigning a single phone number to
multiple BRI ports to reduce the chance of callers getting busy signals.
No. 535, www.ctimag.com/freeinfo
Multi-Tech Ships RouteFinder MTASRI-100/V2
Multi-Tech announced that it is now shipping RouteFinder MTASRI-100/V2, a new
voice model for its RouteFinder family of LAN-to-LAN routers. The new RouteFinder supports
voice over IP (VoIP) or voice over frame relay, and allows remote users to connect to the
central LAN. RouteFinder MTASRI-100/V2 also incorporates the Quality of Service DiffServ
Internet standard, giving priority across the router to voice traffic packets. The new
RouteFinder ships with international G.723 and G.729 voice compression standards, provides
connectivity between remote-site and central-site Ethernet LANs via a 10Base-T connection,
and supports a range of routing protocols including IP, IPX, TCP, and RIP version 1. The
stand-alone RouteFinder supports all standard analog phone interfaces and connects to a
PBX/Key telephone system.
No. 536, www.ctimag.com/freeinfo
TI Demos VoIP Cable Modem Reference Design
Texas Instruments announced the LBT400DV, a new VoIP cable modem reference
design based on its programmable digital signal processor (DSP) platform. The LBT400DV
reference design combines the hardware and software technologies of TI's recent
acquisitions, Telogy Networks and Libit Signal Processing. The reference design will
enable cable modem manufacturers to add VoIP capabilities and to shorten development
cycles. The LBT400DV was developed on the TMS32054x DSP platform to meet the CableLabs
certification criteria (previously known as DOCSIS). The reference design integrates all
of the components necessary to build a VoIP-enabled cable modem, including the DOCSIS
chipset/RF front end, RISC processor, memory, operating system, and voice application
software.
No. 537, www.ctimag.com/freeinfo
Industrial CPU Systems Rolls Out The iServer 6/600
Industrial CPU Systems unveiled the iServer 6/600 series, a scaleable,
expandable Communication Server Engine designed for telecommunications, call-center, and
networking applications. The iServer 6/600 features a 600 MHz PIII-based SBC, 144 GB of
RAID-5 hot-swappable drives, and an 800 watt quad hot-swappable power supply. It is rack
mountable and designed to fit standard telco frames. The iServer 6/600 is available in
-48/-60VDC or 110/220VAC input power, and features multiple hot-swappable media options,
including high-capacity disk, CD, and DAT. Other available options include remote powering
and alarming.
No. 538, www.ctimag.com/freeinfo
Castelle Announces FaxPress 6.0 PRO
Castelle announced the availability of FaxPress 6.0 PRO software for its
FaxPress line of fax server network appliances. All Castelle servers shipped with FaxPress
include an e-mail/fax server interface that allows customers to add fax to their e-mail
systems, enabling users of many popular e-mail systems to send and receive faxes directly
from their existing e-mail application. FaxPress 6.0 PRO also can use contact information
from corporate contact databases via an ODBC interface and use MS Exchange/Outlook phone
books and contact lists via MAPI as its fax phone book. Other enhancements include tighter
integration with Windows NT and Novell network operating systems, simplified Internet
faxing, fax broadcast with MS Word Fax/Mail Merge, and archiving of sent and received
faxes.
No. 539, www.ctimag.com/freeinfo
MediaSoft Enhances IVS CT-Web Platform
MediaSoft announced the released of an enhanced version of its IVS CT-Web
software platform, Version 3.30 for Windows NT. The application generator offers support
for Window NT 4.0, and enhances the Supervisor module (the process that starts the IVS
Server and keeps track of its activities) with modified default values, improved clarity,
dynamic modification of the debug level for most modules, optimal selection of available
processors and DNIS table revisions, and new, optional modules such as VoIP using Dialogic
DM3 IPLink. MediaSoft has also enhanced the Processor, VoiceServer, and Callserver
modules, and added support for progressive and immediate shutdowns.
No. 540, www.ctimag.com/freeinfo
I-Bus Announces RR4 RAID Enclosure
IBus introduced the RR4, a 4U, 8-drive rack-mount enclosure that measure
7"Hx17"Wx16"/19"D. The RR4 is designed for high-availability/easy
maintenance applications such as telecommunications, data communications, industrial
automation, and test/control instrumentation. Standard features include a 400 watt AC
power supply, four front-removable 49.4 CFM fans, front-removable filters, locking drive
doors, shock-mounted drives, and a front cooling system. The RR4 can support up to eight
devices in removable or hot-swappable shuttles. Optional features include up to four 400
watt power supplies and a drive-mount bracket that allows four of the vertically mounted
drives to be replaced by two 5.25 drive and one 3.5 drive mounted horizontally, allowing
devices that must be mounted horizontally (e.g., CD-ROM drives) to be included.
No. 541, www.ctimag.com/freeinfo
Inter-Tel Releases Server-Based PBX
Inter-Tel announced the production release of a Windows NT-based CPU for its
AXXESS PBX system. When integrated with the AXXESS PBX, the Windows NT CPU will handle all
call processing and process higher traffic PBX network nodes and provide for increased
capacities while having computing power left over to host other NT-based telephony and
data applications. Additional computing power can be added by upgrading to a faster
server, as needed. This combination of server-based technology and Inter-Tel PBX
technology has benefits of both, including hot-swappable telephony cards and expanded
functionality. Since the server-based CPU attaches to an AXXESS PBX, current customers
will benefit from the new functionality without sacrificing their current system
investment.
No. 542, www.ctimag.com/freeinfo
Aspect Announces CRM Solutions
Aspect Telecommunications announced new solutions designed to help companies
more effectively utilize customer data. Aspect's Customer DataMart is a packaged business
intelligence solution designed to gather multimedia customer interaction data from
distributed contact centers. Customer DataMart enables companies to integrate any contact
center data with other data to analyze operations, assess customer and business
interactions, and track customer preferences to create personalized services. Aspect also
introduced Aspect Office, a full-function enterprise-class automatic call distributor
(ACD) for small to medium customer contact centers and regional offices. Aspect Office is
optimized for implementations of 8 to 80 agents and provides all of the software and
hardware needed to deliver all essential ACD functions.
No. 543, www.ctimag.com/freeinfo
KeyVoice Announces Desktop Unified Messaging
KeyVoice announced iNTerchange, a new Windows-NT-based unified messaging
system that fits into any office LAN and combines voice mail, fax, and e-mail.
iNTerchange's features include a universal inbox using Microsoft Outlook linked to
personal address books and contact lists; a text-to-speech e-mail reader that allows
remote users to access e-mail through the telephone; and a routing system that secures fax
messaging to personalized mailboxes, creating access to faxes through the telephone or
e-mail inbox. iNTerchange works with the Microsoft Exchange server and can be managed
through Exchange administration tools, as well as functioning with any POP3-compliant
e-mail server using Microsoft Outlook as a client. iNTerchange works on any type of LAN
running TCP/IP including Windows NT, Windows 95, or Novell Netware.
No. 544, www.ctimag.com/freeinfo
NEC America Enhances Call Center Solutions
NEC America announced enhancements to several solutions. Abacus II, NEC
America's entry-level call center MIS system, provides real-time and historical data via a
new GUI for CallCenterWorX Enterprise systems. The new, Java-based Global Navigator-Client
MIS also offers a GUI and real-time viewing. Also enhanced is the QueWorX 2.0 package of
customer service and productivity-oriented applications, with advanced routing, agent
screen pop, multi-lingual announcements, and enhanced reporting, and the
CallCenterWorx-Business 2.0, a Windows-NT-based customizable ACD/MIS software platform,
scalable from 10 to 80 agents. NEC America also introduced its Dterm Analog EXT, an
off-premise extender module that provides remote users with a voice and data connection
from any standard phone line to a host KTS or PBX system, allowing remote users to be call
center agents with full voice mail capabilities.
No. 545, www.ctimag.com/freeinfo
CallCenter Technology Announces Prism 2.2
CallCenter Technology announced the release of the Prism 2.2, an enhanced
performance management system that integrates and interprets information in real-time, as
well as historically, from diverse call center applications. Prism 2.2 supports the
industry standard XML for data exchange and uses SNMP to monitor enterprise solutions. A
graphical SQL Builder gives users access to open databases, and a scalable object pooling
architecture supports hundreds of users. Deployment of Prism 2.2 is simplified because no
programming is required. Additional features include standard and customized view screens
and reporting components that speed up compilation of multi-source data views, expression
builders that create performance metrics from information derived from multiple sources,
and hierarchical tree and graphical floor plans that quickly identify agent location and
status.
No. 546, www.ctimag.com/freeinfo
Nortel Rolls Out Inca 1010 Telecommuter
Nortel announced the Inca (Internet Communications Architecture) 1010
Telecommuter, which provides integrated data and real-time voice communication to
telecommuters via the Internet. The software package runs on a multimedia PC or laptop
using Windows 95/98/NT, providing a remote-office solution using any analog telephone
line. Inca 1010 users can make calls using Nortel's Meridian 9617 USB phone, which
connects directly to the USB port on any PC. Optionally, users can make calls with Inca
1010 Telecommuter's softphone, which emulates common features of the Meridian phone
system. Inca 1010 Telecommuter is one of the first key products in Nortel's overall
Enterprise Internet telephony market strategy, announced in June.
No. 547, www.ctimag.com/freeinfo
USinternetworking Launches Enterprise-Class Messaging Solution
USinternetworking (USi) announced its Enhanced Messaging Service, an
enterprise-class managed messaging solution based on Microsoft Exchange. In support of
this initiative, Microsoft has promoted the company to a National Microsoft Certified
Solution Provider Partner. USi has also acquired a Microsoft Alliance Support Agreement
that provides round-the-clock Microsoft technical support. USi's Enhanced Messaging
Service leverages an Internet-based architecture to deliver Microsoft Exchange messaging
functionality from USi data centers to enterprise customers. The service guarantees
upgrades to current software releases, as well as providing enterprise customer benefits
including up-front professional services, installation, training, and conversion, along
with business process management and solution administration. Wireless, unified messaging,
and other features are also planned.
No. 548, www.ctimag.com/freeinfo
Nuance Intros Voice-Enabled Enterprise Solutions
Nuance introduced Enterprise Solutions, a suite of products and services
designed to add speech-recognition technology to a range of CRM and e-commerce
applications. Enterprise Solutions include Nuance's speech recognition server software, a
set of SpeechObjects combined to define the voice user interfaces to the packaged
application, and user interface design and tuning services. The first two Nuance
Enterprise Solutions to be released are the Nuance Customer Support Suite and the Nuance
Order Management Suite. The Customer Support Suite automates caller/customer ID, new
customer registration though name and address capture, product identification,
support-level validation, problem status updates, and initial problem determination. The
Nuance Order Management Suite handles caller/customer ID, new customer registration, order
entry, and order status.
No. 549, www.ctimag.com/freeinfo
Amtelco Announces New eTAPI
Amtelco announced its new eTAPI Agent software, a CTI application that allows
contact centers to handle Web-based order entry calls and to build Web-based applications
of their own. eTAPI Agent reads the phone number being called, the Caller ID of the person
calling, and presents the information on the screen through an automatic pop into the
appropriate Internet or intranet Web page by using a built-in Web browser. The eTAPI Agent
connects through analog or digital phone lines, making it possible for remote agents to
answer calls and pop into Web pages, and enabling remote and branch offices to connect to
the contact center. The eTAPI agent connects to any TAPI-enabled telephone device, such as
a PBX telephone, ISDN line, or modem.
No. 550, www.ctimag.com/freeinfo
Lucent Unveils CRM Central 2000
Lucent has unveiled it CRM Central 2000 suite of customer relationship
management (CRM) software and tools. CRM Central 2000 supports customer contact,
information management, and work delivery across an enterprise, integrating areas in which
companies interact with customers, from front-office call centers to supporting functions
such as order processing, fulfillment, billing, and back-office procedures. CRM Central
2000 routes voice, fax, e-mail, and Internet-based customer contacts to appropriate
resources based on company-selected criteria. Traditional voice contact works with routing
patterns already programmed into a company's switch software or ACD. CRM Central 2000 also
includes reporting capabilities and process and flow design tool for monitoring and
adjustment purposes.
No. 551, www.ctimag.com/freeinfo
Siemens Offers Suite of CRM Solutions
Siemens unveiled a suite of preintegrated and scaleable customer relationship
management (CRM) solutions for both single and multi-site call center environments. The
new solutions preintegrate Siemens' ResumeRouting virtual group call routing application
with CRM applications such as Siebel and Remedy. The integration equips traditional
business applications with CTI capabilities such as simultaneous voice and data call
transfer, screen pops, automated database population, and workflow reporting, and enables
companies to expedite the installation of their CRM solutions. Siemens plans to offer
preintegration with additional CRM applications later this year. Siemens also announced a
formal product alliance with Remedy Corporation to offer additional solutions that
leverage Remedy's CRM Solutions and Siemens' ResumeRouter technology.
No. 552, www.ctimag.com/freeinfo
Genesys Rolls Out Next-Gen Workforce Manager
Genesys announced the general availability of the Genesys Workforce Manager,
which allows contact center managers to accurately forecast customer service demands,
create appropriate staffing schedules, and analyze historical statistics and performance
to optiminze quality of service in the contact center. The Workforce Manager also tracks
adherence to staffing schedules and forecasted customer contact volumes in real time,
enabling contact center managers to make immediate scheduling adjustments should customer
contact volumes fluctuate. Additional features include call-volume forecasting,
rules-based scheduling tools, multiple skill support, multiple site/virtual contact center
support, and support for e-mail, voice mail, VoIP, and Web-based communications.
No. 553, www.ctimag.com/freeinfo
FlowPoint Ships Voice Over DSL IAD
FlowPoint rolled out the FlowPoint 2200V router, a voice-over-DSL integrated
access device that is fully compliant with Coppercom and Jetstream Communications voice
gateways. The router resides at a subscriber's premises, connects to an SDSL circuit, and
provides four standard phone lines, as well as continuous, high-speed Internet and remote
LAN services over a single copper pair. An Ethernet-to-SDSL router subsystem provides CPE
features, including a full software suite for bridging and routing, configuration and
management, and firewall, as well as optional VPN software. The FlowPoint 2200V comes in
two versions: the first, currently available, is aimed at SOHOs and telecommuters and
delivers four analog POTS ports; the second version, to be released in 2000, is geared
toward small to medium sized businesses and scales up to 16 analog POTS ports.
No. 554, www.ctimag.com/freeinfo
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