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Headlines
AltiGen Communications
Debuts AltiCenter
AltiGen Communications, a provider of IP-PBX phone
systems for small- and mid-sized business, recently
unveiled AltiCenter, a standalone IP call center for
the small- and mid-size business market. AltiGen's new
IP call center can be used with other vendors' PBX
systems, enabling AltiGen resellers to address a
larger market, including mid-sized companies.
AltiCenter was designed to affordably provide the
ability to integrate voice and data communications
such as phones, voice mail, e-mail, Web interactions
and local and remote IP calling. The IP call center
will work with legacy PBXs as well as AltiGen's
AltiServ IP-PBX for improved flexibility and
compatibility. AltiCenter enables a company's internal
IT staff to reduce the number of systems needed to
deliver converged services by performing
communications functions typically relegated to
separate systems such as automatic call distributors (ACD),
voice mail systems and computer-telephony middleware.
It also provides additional enhanced capabilities,
including e-mail management, Web chats and Web "push"
technology.
www.altigen.com /
1-888-ALTIGEN ext. 300 Kana
Unveils Web-Architected Service Solution
Kana Communications, Inc., a provider of e-CRM
solutions, recently unveiled Kana Service 7 EJB
(Enterprise Java Beans), a Web-architected,
multichannel, enterprise customer service solution.
Kana also announced enhancements to its Kana Service
COM offering. Kana's service solutions are designed to
enable call centers to transition into
revenue-generating contact centers by efficiently
managing growing call volume, effectively handling
complex queries and blending communication channels
for customer interactions. Kana Service 7 EJB is a
Web-architected service solution built from scratch on
a Java architecture to support self, proactive and
assisted service, comprehensive call management,
computer-telephony integration and integrated
knowledge and case management. The contact center
solution is built upon Web standards that allow
companies to integrate data, applications and
processes faster and with improved flexibility,
reliability and scalability than traditional
client/server CRM offerings. Organizations can
leverage EJB technology to deploy a thin-client-based
service solution to consolidate all customer, partner
and employee interactions from various communication
channels -- including phone, e-mail and the Web -- in
a complete eCRM system. Kana Service 7 EJB can manage
more than two million interactions per day, with less
than one-second response times and horizontal
scalability. It uses application server platforms
including IBM WebSphere and BEA WebLogic. Enterprises
can incorporate their e-commerce activities with their
contact center operation for improved service and
greater revenue opportunities. Additionally, Kana
Service 7 EJB is integrated with computer-telephony
integration (CTI) solutions from Cisco Systems,
providing skills-based call routing, automated screen
pops and integrated communication channel
management.
www.kana.com /
877-480-KANA Interactive
Intelligence Releases Second Generation Interaction
Center Platform
Interactive Intelligence Inc. has released its
Interaction Center Platform 2.0, the company's
interaction management engine and associated
components that lie at the heart of Interactive
Intelligence's solutions. Two products based on the
Interaction Center Platform, Enterprise Interaction
Center (EIC) and Customer Interaction Center (CIC),
began shipping in June 2001. EIC acts as a complete
communications solution for businesses of all types,
providing PBX, auto-attendant, interactive voice
response, speech recognition and unified messaging
integrated with popular e-mail products including
Microsoft Exchange, Lotus Notes and Novell Groupwise.
CIC is a comprehensive interaction management solution
for inbound, outbound and blended contact centers,
providing IVR, automatic call distribution, call
recording, text chat, real-time supervision and screen
pop integration with popular products from Pivotal,
Siebel, PeopleSoft, SAP and others. Version 2.0 of
these products adds a number of new features,
including Windows 2000 support; multimedia queuing for
phone calls, e-mails, faxes, voice mails, text chats,
Web callback requests and user-defined interaction
types; a supervisory alert feature that allows contact
center agents to click a single button to notify
supervisors when they encounter a problem situation;
one-number "follow me" capabilities; a new
browser-based software phone; a Palm 7-based software
phone; and multisite capabilities that allow employees
at one site to see the real-time status. The
Interactive Intelligence software is based on an open
architecture that provides a central point of control
for all interaction processing. Interactive
Intelligence designed the software as a more flexible
and cost-effective alternative to proprietary, legacy
telecommunication devices.
www.inin.com /
317-872-3000 Edify Offers
New Version Of Edify Enterprise
Edify Corporation, a wholly owned subsidiary of S1
Corporation and a provider of multichannel customer
interaction solutions, has announced the availability
of Edify Enterprise, its full function, enterprise CRM
system that features Edify's Virtual Customer Service
Representatives (vCSR) and the Edify Interaction
Center. Edify's vCSRs are a suite of applications that
help increase the speed and effectiveness of customer
sales and service through the automation of customer
interaction, both written and verbal. Using Edify
Natural Language technology, users can fulfill
customer requests from any incoming channel, including
phone, wireless, e-mail and the Web, without human
assistance. At any point during a customer
interaction, the vCSR can connect the customer with a
service or sales representative anywhere within the
enterprise and simultaneously provide assistance to
the human representative. As a result, the rapidly
growing volume and complexity of customer service and
sales interactions can be managed in real-time,
without delays or duplication of data entry. An
enterprise using the Edify Enterprise solution can
accept incoming customer inquiries from any
communication channel. Messages that can be
interpreted by Edify Natural Language are routed
automatically to the appropriate vCSR; messages that
cannot be reliably interpreted are routed to a human
representative using the vCSR Desktop Assistant. Edify
Interaction Center modules and vCSRs work in
conjunction with Edify's Electronic Workforce 7.0 and
feature real-time integration with legacy,
desktop-centric systems and existing back-office
applications without replicating data.
www.edify.com /
800-944-0056 MindArrow
Systems Announces Acquisition Of Control Commerce Inc.
MindArrow Systems Inc., a provider of direct digital
marketing software and services that automate and
enhance sales and marketing communications, has
announced it has entered into a definitive agreement
to acquire privately held Control Commerce Inc., a New
York-based technology company that has developed
advanced e-commerce and customer acquisition
solutions. Control Commerce has developed an
e-commerce system known as "Virtual Kiosk," which
allows companies to maximize online merchandising
opportunities by affording customers the ability to
view and respond to any type of marketing or
promotional offer within the advertisement. The
Web-based solution has been designed to facilitate
online marketing and merchandising functions such as
product sales, inventory liquidations, surveys,
customer acquisition, couponing and promotions, all of
which can be tracked and managed in real-time. www.mindarrow.com
/ 949-916-8705 NeuralAct
Introduces Enhanced AgentCARE
NeuralAct, Inc., a software development company that
concentrates on the design and implementation of call
center software, announced Release 5.3 of its
AgentCARE Workforce Management Suite. AgentCARE v.5.3
integrates NeuralAct's Call Center Workforce
Development and Workforce Management products,
utilizing a shared central database for call center
and agent data. The database is updated by each module
and supplies the data for scheduling the appropriately
skilled agents to the right queue at the optimal time.
The Workforce Development module provides management
with an integrated call center employee management
system that assists in recruiting and qualifying new
agents and assessing the knowledge and skill levels of
both new and current agents. The Workforce Management
System utilizes sophisticated artificial intelligence
technologies (e.g., Neural Networks, Genetics and
Fuzzy Logic) to develop accurate contact volume
predictions. The process automatically detects
historical patterns and trends and allows the
AgentCARE Forecast Manager to provide accurate
predictions of expected future contact volumes without
the user having to work with complicated statistical
formulas. These technologies are applied to both
contact volume forecasting and agent scheduling.
AgentCARE v5.3 is integrated with industry-leading
PBXs and ACDs for real-time agent adherence
monitoring. This facility provides management with the
real-time service level status, "balance of day"
adherence predictions and the ability to analyze
multiple scenarios using an easy-to-use graphical
interface.
www.neuralact.com
/ 703-793-9700 ViewCast Online
Delivers Streaming Solution To Small Businesses
ViewCast Corporation, a provider of Internet and
networked video solutions, has introduced StreamStory,
a service that enables small businesses to more easily
and inexpensively add professionally produced
streaming videos to their Web sites. The StreamStory
online service provides a solution for small
businesses and organizations by creating, capturing,
editing, encoding and publishing video content at
price points that are attractive and practical for
small companies. After a business completes a brief
online registration process at ViewCast's Web site, it
sends its message in script form and chooses from a
variety of male and female speakers to deliver the
message. The video is professionally produced, and a
link is provided to the business to be pasted onto the
company's Web site within 72 hours. The company's new,
professionally produced video is then published and
online for immediate viewing. The video is hosted on
ViewCast's content delivery network, which eliminates
the need for additional storage capacity on a business'
server, helping ensure that the company's Internet or
Intranet performance is not compromised. The
StreamStory online service also provides the business
with granular statistical tracking of views with
online reports that can be broken down within
divisions or departments of any given business.
www.viewcastonline.com
/ 800-250-6622 [
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