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January 1997

  New Products...
        Market Expansion Software
        New Service Agency
        Mini Predictive Dialer
        Long-Distance Price Reduction
        Customer Service Training Module
        Service Agency Opens
        Backup Server System
        Data Analysis System
        Keyboard Tray Option
        Contact Manager Update
        New Call Center Software
        Computer/Telephone Headset Adapter
        Agent Tracker
        Cellular Call Center Solution
        Postal Carrier Route Database
        Definity ACD Software
        Direct Marketing Solution
        New Headset Amplifier And Headset
        Telephone
        Call Center Management System
        New Seating Line
        Articulating Keyboard Platforms
        Digital Message-On-Hold Devices
        Call Logging System
        Sales And Marketing Automation System
        Monitoring Tool
        Wireless Headset
        Sales Automation Software

  CTI Products...
        Rolm Ready Certification For Outlook
        Dialing And Area Code Software
        TAPI 2.0 Service Provider
        Videoteleconferencing Software
        Two New Products From Lucent
        Speech Recognition Software

  Internet & Help Desk Products...
        Online Telephone Number Appending
        Enhanced Help Desk Solution
        Help Desk Extension
        Application Development And Customer
        Interaction Products
        Web Transaction Development Software
        Help Desk Web Product
        Customer Support Internet Product
        Web Site Enhancement Services
        Web And Video Service Agency
        Offerings
        Internet Audio Service

  Happenings...
        Pivotal Software Named ISM “Top 15”
        AFFINA Chosen For COPC Program
        DSI Changes Name
        New DialAmerica Marketing Strategy
        Telescript Used in Election

  Expansions...
        The Telemarketing Company Expands
        SOFTBANK Services Opens New Center
        NetworkMCI Opens New Call Centers
        Access Direct Plans New Call Center
        DialAmerica Doubles Operational Size
        Dakotah Opens Three New Call Centers
        American Telecom Opens Third Facility
        Unitel Opens New Call Center
        Signature Group Opens New Center
        IMG Expands Telemarketing Capacity

  Strategic Alliances...
        Witness Systems/IBM OEM Agreement
        Rockwell/Mitel Joint Marketing Agreement
        Quintus And Five Paces Join To Develop
        Internet Call Center

  Contracts & Installations…
        Wiremold Installation
        GeoTel To Support Rockwell Spectrum
        Greyhound Installs IEX System
        Telcom Installation
        UB Networks Installation
        Audiomax Awarded Contract By Unison
        Connecticut Awards Brite Voice Contract
        Maritz Chooses Lucent And HOK
        BP Exploration Selects DSS
        Ameritech To Provide Call Center
        Consulting To IMC
        Business Response To Handle Line Of
        Clorox Products

  Mergers & Acquisitions…
        APAC Acquires Schechtman Group
        Edward Blank Associates And Lexi
        Acquired By Thayer Capital
        MATRIXX Acquires Software Support
        Marketrieve Acquired By Mehta
        EIS Acquires Pulse Technologies
        IMA’S TELEMAR Unit Acquired By
        TELEMAR Software
        HA-LO Shareholders Approve Acquisition
        Of Market USA
        GN Netcom Purchases Unex
        Signature Group To Acquire Prudential
        Legal Care

  International News...
        Irish Direct Marketing Center
        Dublin Telephony Center
        Decisions Group Uses Melita’s Predictive
        Dialer
        Telecom Ireland Reduces International
        Toll-Free Rates
        Telstra Partnership With Hilton

  People...

New Products...

Market Expansion Software
Aurum � Software has announced its plans to provide a call center for high-value telesales and teleservice. Aurum is extending its telesales/teleservices application, TeleTrak TM , to meet specific needs of a new generation of call centers. This solution addresses revenue generation and market expansion as key factors in the new call center model, rather than the traditional focus on cost reduction. TeleTrak for Call Centers is an integrated sales, marketing and customer service solution designed to allow users to leverage customer intelligence gathered at different points throughout the entire selling and service process. For more information, contact Matt Duncan at 408-654-3463.

New Service Agency
InTelegy Corporation, a start-up company based in Danville, California, has announced it is offering a new twist to staffing and managing a fast-growing business marketing segment — call center staffing, customer service and fulfillment services. InTelegy provides strategic customer support services to corporations that have typically built internal call centers and found them too difficult or costly to maintain. InTelegy goes on-site to provide recruitment, hiring, training, etc., which is more productive because a business can gain the instant expertise and accountability of an outsourced teleservices provider, while maintaining the control and cohesion of an in-house operation. For more information, contact Peggy Moretti at 510-736-4114.

Mini Predictive Dialer
Telegenisys Inc. has announced plans for a mini predictive dialer that will incorporate most of the same features of their MEGA+ Dialer. The mini dialer has a graphic user interface and offers many upgrades and integration options, including CTI applications. Some of the features include subject-sensitive campaign scripting, integrated high-speed agent screen synchronization, online help, automatic system recovery, line diagnosis and reporting, campaign management control, real-time performance status and real-time report generator. For more information, contact Rene Pouteau at 510-210- 8900, ext. 812.

Long-Distance Price Reduction
Telegroup, challenging recent rate increases by the Big Three phone companies, has announced it cut the price of domestic long-distance calls by 7.75 percent. Telegroup also announced a consumer service on the Internet — www.callcost.com — which compares domestic and international rates of AT&T, MCI, SPRINT and Telegroup. For more information, call 800-338-0225.

Customer Service Training Module
SPS Payment Systems, Inc. has announced the introduction of “Managing Anger,” a new training module for customer service associates that is aimed at successfully dealing with customer anger. The new module helps associates to understand the psychology behind anger, learn how their own anger is triggered and defused, and provides techniques to move angry customers from a point of frustration to a more productive, problem- solving mode. For more information, contact Jean Fargo at 847-405- 3953.

Service Agency Opens
Foster & Gallagher, Inc., has announced the formation of its wholly owned subsidiary Creative TeleSolutions Corporation. The new company is a vendor of telemarketing services in the business- to-business and business-to-consumer industry. The new company includes the operations of Magazine Marketplace Telemarketing (MMT), a provider of telemarketing services to the publishing industry. For more information, contact Bob Lewis at 609-397-2311.

Backup Server System
Teloquent Communications Corp. has announced its new Backup Server Plus and Backup Server Elite, designed to allow organizations to avoid costly interruptions in their customer service operations, whether the interruptions come from equipment failures, network problems, natural disasters, or other unexpected conditions. Based on Teloquent’s Distributed Call Center’s client/server architecture, Backup Server Plus provides a warm standby feature that allows a duplicate server to be connected to the Distributed Call Center at any time and allowing agents to sign on to the system as usual. It also provides reporting of call center history, allows a single computer to serve as Supervisor or Backup Server, and provides support of hardware, facility or network failures. Backup Server Elite is designed to offer organizations an all-in-one package with all necessary components for a truly redundant call center system. For more information, contact Bob McGrail at 508-436-3059.

Data Analysis System
Nova CTI, Inc., has announced the introduction NovaMAX Explorer TM Reporting System, which is designed to transform the data from your call center into a business intelligence analytical system. Its online analytical processing (OLAP) engine structures your data into a highly compressed file, so you can “surf” through your data, drilling through its multiple dimensions, graphically comparing events. At your workstation you can select the measurements, the shift, the days of the week, the date range and the graphical display, without ever using the keyboard. By simply pointing and clicking to make all of your selections, you generate accurate accounts of trends within the call center. For more information, contact Dick Callahan at 800-NOVACTI.

Keyboard Tray Option
Panel Concepts, Inc. has announced the availability of a compact, Articulating Keyboard Tray option, designed to save valuable workstation space and increase user comfort. The tray unit consists of a clamping device which attaches directly to the computer keyboard, conforming to the keyboard’s width and depth dimension. The articulating arm provides up/down and swivel adjustment, and the tray features a spring-assisted height adjustment and a steel ball-bearing travel slide for forward- and-back storage. For more information, contact Richard Dittrich at 714- 433-3385.

Contact Manager Update
GoldMine Software Corp. has announced the release of GoldMine 3.2 for Windows 95. It features new Internet Web import, graphical organizational charts, peg board, spell check-ing, Timex Data Link and improved calendar, report writer and seamless ACT! Import wizard. In addition, GoldMine’s DDE links allow users to launch and link any DDE-capable Windows program, integrating GoldMine with such applications as Microsoft Office, Word for Windows, WinFAXPro, Excel, MapLinx and others. For more information, contact Brenda Christensen at 800-654-3526, ext. 1505.

New Call Center Software
Melita International has announced the introduction of PhoneFrame CS 2.0, which is designed to give customers access to and benefits from Melita’s full range of call center solutions. In particular, MAGELLAN applications can be developed that allow customers to quickly respond to market trends by easily adjusting their call center campaigns. Users will be able to turn data into information and enhance customer contacts. PhoneFrame CS 2.0 also provides system support for ActionPACT TM and PowerPACT TM . Melita has also announced MAGELLANY Version 2.0 and Magellan Standalone (SA). With these new versions, more decisions and changes can be quickly made at the desktop, thereby empowering the user to adjust campaigns. With MAGELLAN, users will be able to shift responsibilities from the enterprise to the department level. MAGELLAN delivers data to the end user in a single-screen presentation regardless of the data source. For more information, contact Ginny Fisher at 800-635-4821.

Computer/Telephone Headset Adapter
lantronics, Inc. has announced the Headset Switcher TM adapter (Switcher), an integrated computer and telephone headset adapter. With the Switcher, users can use a single Plantronics headset to easily transition from a telephone call to listening to or recording computer voice annotations, performing speech recognition applications, listening to music on the computer or external audio device, or any number of other computer and audio applications. For more information, contact Joyce Shimizu at 408-458-4484.

Agent Tracker
Dees Communications, Call Center Division, has announced the release of MaxTracker, the newest addition to the Universe family of call center productivity solutions. This new Universe product keeps track of agents as they log in at any station within the call center. MaxTracker locates agents by their sign-on PIN number, and uses this information to ensure that scheduled recording sessions occur regardless of where the agent is seated. This feature is designed for situations where agents are not assigned to one specific desk, but rather move around within the call center. Universe is a Windows-based training tool designed to integrate with Northern Telecom’s Meridian1 TM ACD. For more information, contact John Taylor-Wilson at 800-663-5601.

Cellular Call Center Solution
Advantage kbs, Inc., has announced a turnkey customer support solution designed specifically for cellular call centers. The Cellular Support Starter Kitpro-vides an end-to-end solution centered around IQSupport TM Pro, enabling customer service technicians to troubleshoot a range of support issues involving cellular phone hardware and service. The Starter Kit offers best-of-breed application modules that consist of a Roaming Guide, NPA/NXX Data Guide, Cellular Information Manager and Cellular Knowledge Bases integrated into one turnkey solution. For more information, contact Dina Barr at 908-287-2236.

Postal Carrier Route Database
Geographic Data Technology, Inc. has announced the release of Dynamap � /Carrier Routes v.2, a comprehensive database identifying the boundaries of all U.S. postal carrier routes for use in marketing, analysis and other business applications. This new version is an update of GDT’s existing Carrier Routes product to include vendor format support, ZIP Code boundaries, landmark features and a carrier route inventory file. Dynamap � /Carrier Routes contains more than 300,000 routes and includes both small city routes as well as large rural routes. This information can be combined with demographics or other databases to provide a micromarketing tool that allows users to visualize target market segments and identify routes that offer the best marketing potential. For more information, contact Tonya McMurray at 800-331-7881, ext. 1160.

Definity ACD Software
Telecorp Products has announced the introduction of Call Center Performance Software for Lucent Technologies’ Definity ACD. The new software for Lucent generates plain-English reports, graphs and historical data over any selected time period, data about call volumes, individual agent performance, group performance and more. Long-term historical data is archived on the hard disk drive and can be accessed at any time. It also features Telecorp LAN SAT, which acts like a system administration terminal on a LAN. For more information, call 800-634-1012.

Direct Marketing Solution
AT&T has announced the availability of a service designed to provide businesses the ability to automatically collect responses to virtually any direct marketing campaign. AT&T Prospecting Plus is a fully automated solution designed to help direct marketers run more productive and profitable direct marketing programs by leveraging AT&T’s integrated network technologies. Regardless of the media chosen, the service captures responses, converts them into a single data file and integrates results into executive- level marketing reports. AT&T has also included the same media-independent technology into its AT&T Order Express SM service that lets cus-tomers use the intelligence of the AT&T network to automatically process purchases. For more information, contact Michael Lordi at 908-221- 6382.

New Headset Amplifier And Headset Telephone
ACS Wireless, Inc. has announced the release of Applica TM , an easy-to-install headset amplifier. With Applica there are no additional dip switches to adjust; compatibility is set with a simple four-position slide switch. It has a three-year battery life and features voice switching, which links with ACS noise-cancelling headsets to reduce ambient room noise by as much as 95 percent. The unit includes replaceable cords for easy maintanence, an optional AC power input, two standard AA batteries and a mute switch. Users can also switch between headset or handset mode, as well as adjust transmit and receive volume levels. ACS has also announced a new product targeted to outbound telemarketing companies and SOHO professionals. The new Colleague TM headset telephone features a recorder input and is compatible with any ACS professional quality headset. It also features one-touch answering, 10-number programmable memory, a locking mute button and a headset stand that increases headset life and further reduces desktop clutter; it also installs easily into any single-line telephone jack, including computer applications. For more information, contact Beverly Robinson at 408-461- 3207.

Call Center Management System
Versatility Inc. has announced it has incorporated Claritas, Inc.’s TelePRIZM TM lifestyle profiles into its Versatility Campaign Plus list manager to provide software designed to “see” where telemarketing campaigns are most successful and dynamically tailor call lists to maximize sales. TelePRIZM TM , a segmentation system that assigns PRIZM � lifestyle codes based on the area codes and first three numbers of a caller’s telephone number, will also help agents categorize inbound callers to better match product and service offerings based on lifestyle criteria. For more information, contact Lana Sansur at 703-934-7631.

New Seating Line
Corel Corporate Seating has unveiled a new 1800 Series that offers improved styling at a lower cost. In this series are five high-quality chairs created for a broad range of users in commercial and industrial environments. Two chairs in the series allow for pivoting movement of the seat and back, enhancing comfort and support. For more information, contact Kay Leedy at 419-522-0001.

Articulating Keyboard Platforms
Task2 has announced the release of its new Figure Series of articulating keyboard platforms, designed to increase comfort and productivity while minimizing the risk of developing repetitive stress injuries. The boards and pads are designed ergonomically to place the least strain on arms, wrists and upper body while keying and mousing. The support pads guide the placement of the forearms, not the wrists and the boards are shaped to bring the mouse closer to the user. For more information, contact Steve J. Bragato at 800-592-ERGO.

Digital Message-On-Hold Devices
Bogen Communications, Inc. has announced the introduction of a family of four new digital message-on-hold devices that are designed to deliver superior audio quality with no dead-air. The Bogen ProHold TM series is available in four models offering four-, six-, eight- and twelve-minute capacity. The system has a built-in memory backup and a one-time-play feature for applications such as museums, theme parks and kiosks. The ProHold series utilizes digital technology and full microprocessor control features to provide superior audio quality. It achieves a full 96Kbps digital toll quality sampling rate by utilizing a special editing circuit that creates “seamless” audio. Bogen has also introduced a new product called MiniMail TM , which is designed to help smaller companies appear larger, as well as to give them better phone service. The new model, MM-100, is a single- port, 9-box voice-mail system which provides up to 60 minutes of digital recording. For more information, contact Melissa K. Laidlaw at 201-934- 8500, ext. 1252.

Call Logging System
Racal Recorders, Inc. has introduced a Call Logging & Locating System (CLLS), which is designed for improved retrieval and replay of recorded phone conversations in financial trading operations, call centers and similar environments with complex, traffic-heavy telecommunications systems. CLLS links Racal’s Wordnet digital voice recorder with desktop PCs to overcome the call control difficulties associated with financial trading center “free seating,” call center “hot desking” and call control on ISDN trunks. CLLS can track calls to individuals or positions for quick replay, prompt transaction verification, speedy response to customer inquiries or fast training feedback. Racal has also announced major enhancements to its Wordnet multichannel digital recording system. Among the enhancements announced were archival tape management plus greatly expanded capacity for online voice message recording. Wordnet is used for message archiving and replay in financial trading, air traffic control, law enforcement and emergency services environments. For more information, contact C.J. Elias-West at 714-727-3444.

Sales And Marketing Automation System
The Great Elk Company has announced the general release of Visual Elk Version 7.0, the successor of Great Elk Version 4.5, a sales and marketing automation system. It is designed to provide high-level tools which will allow Visual Elk systems to be easily configured to support: sales force automation, call center applications, customer loyalty management programs, direct marketing, and many others. New features and enhancements include: client/server configuration options; object-oriented architecture; database independence; improved configuration tools; and synchronization of information between multiple Visual Elk systems through a variety of connectivity options. For more information, call 800- 510-6713.

Monitoring Tool
Witness Systems, Inc. has announced the availability of Screen Monitoring/Recording Modules for Windows 95/NT and Sun environments for use with the WITNESS � Monitoring System. The Screen Capture Modules provide passive, nondetectable monitoring/ recording of the agent’s PC desktop. Supervisors can record and view agents’ screens while they listen to the agent-customer conversation. To satisfy LAN utilization goals, an algorithm insures only desktop changes transmit across the LAN to the Supervisor’s PC. For more information, contact Kirk Knous 770-565-8700, ext. 121.

Wireless Headset
UNEX Corporation has announced the release of the FreeStyle Wireless Headset. The FreeStyle system employs patented Broadcast Infrared Secure Spectrum Technology TM to afford users both freedom of movement and complete call security. FreeStyle employs a standard ultra-light UNEX headset, and the infrared transmitter is housed in a lightweight pocket remote unit. The remote’s battery delivers over eight hours of continuous talk time on a single overnight charge. For more information, contact Martha Boissonneault at 603-598-1100.

Sales Automation Software
Canveon Systems, Inc. has announced the availability of Infotrac � Professional, a sales and contact management software program. Infotrac’s features include: customer/prospect database with contact history, appointment scheduling, document processing, lead tracking, sales forecasting and opportunity management, customer service, fax sending and call and activity reports. Infotrac’s TrueMerge � allows users on notebooks or branch offices to share client information with the office or other users. Users can design reports to project revenues by representative, territory, product line, customer type, lead source or any other criteria. For more information, contact Jay Rein at 800-667-3282.

CTI Products...

Rolm Ready Certification For Outlook
The Info Group has announced the completion of Rolm Ready certification for OutLook, an enterprisewide call center reporting solution. OutLook becomes the first CSA (IBM’s CallPath Services Architecture)-based application to achieve certification. OutLook has been designed to integrate with Siemens Rolm PBXs. This solution combines information from ACDs, PBXs, VRUs, voice servers and business software applications, integrating business information with telephony statistics in a cradle-to-grave reporting capability. For more information, contact Tim Galvin at 508-628-4591.

Dialing And Area Code Software
Algo Communications Corp. has announced the release of The Mini Dialer, a small icon that allows users to call any telephone number that appears on their screen by highlighting the number and clicking on the icon. The Mini Dialer sits on the title bar of the currently active window and can also be used with Internet addresses to display on Web pages. This software will work with any Windows Telephony-compliant desktop hardware that can dial. Algo has also announced Area Code Update 2.0, a program that intelligently updates the telephone numbers stored in contact management or other databases, to reflect any national area code changes. Area Code Update 2.0 not only revises all the changes announced to date, but also any future area code changes as they are implemented. For more information, contact Michael Stanford at 202-332-2110.

TAPI 2.0 Service Provider
AnswerSoft, Inc. has announced the availability of a Universal TAPI 2.0 Service Provider (UTSP) for PBX manufacturers seeking rapid development of direct communication links between PBX systems and Windows NT Server 4.0-based machines. Hardware manufacturers now have the ability to reduce the development effort required to provide Telephony Service Providers or drivers necessary to fully integrate client/server applications with PBX switches in a Windows NT 4.0/TAPI 2.0 environment. Rapid development of these drivers will enable call centers to utilize information obtained from a telephone switch to drive the communications process across the network. For more information, contact Lisa Chiranky at 972-612-5114.

Videoteleconferencing Software
Genesys Telecommunications Laboratories has announced VideoACD, software capable of intelligently routing inbound video calls through multimedia call centers and organizations. VideoACD will run on either POTS (regular telephone lines) or ISDN lines. As POTS videoconferencing, video-enabled kiosks and ISDN lines become more pervasive, VideoACD will enhance call centers and customer service organizations. For more information, contact Karine Hagen at 415-437-1163.

Two New Products From Lucent
Lucent Technologies has announced general availability of its PassageWay � Telephony Services for Microsoft Windows NT, in response to customer requests. PassageWay, available since 1994 on Novell’s NetWare, provides customers a common open platform, based on the broadly supported TSAPI interface, for building sophisticated, cost-effective computer-telephony solutions. Lucent also announced Lucent Compact Call Center, designed to give small businesses advanced call-handling and call management capabilities. It is available in 12-, 24- and 40- agent packages and lets managers route calls to agents based on time of day, day of week, an agent’s skills, a caller’s phone number, caller prompting and current conditions in the call center. For more information, contact Ryerson Schwark at 908-953-7528.

Speech Recognition Software
Dialogic Corporation, has announced the availability of ReCite! Speech Recognition Software from Pure-Speech, a package running on the Antares open digital signal processor (DSP) platform, under the SCO UNIX operating system. ReCite! offers advanced speech recognition and is designed to relieve end user customers of the burden created by limited vocabularies or awkward pauses, allowing them to speak naturally. With the ReCite!/Antares combination, developers can create call processing, automatic speech recognition (ASR)-based, speech applications for telephony systems. The PureSpeech product enables continuous speech, large vocabulary (up to 2,000 words) applications, speaker-independent recognition, and real-time vocabulary generation, among other features. For more information, contact Amy Limb at PureSpeech at 617-441-0000, or call Dialogic Corp. at 800-755-4444.

Internet & Help Desk Products…


Online Telephone Number Appending
MAILnet Services has announced completely automated online telephone appending service for the direct marketing industry. CASS, AEC and NCOA processing are also available through MAILnet’s Web site in as little as five hours. Customers can upload files 24 hours a day in standard ASCII delimited, fixed field or dBase format. For more information, contact Nancy Blanchard at 615-742-1368.

Enhanced Help Desk Solution
GWI Software has announced that it is shipping enhanced versions of Help! and Help Pro!, the company’s help desk and customer service solutions for the Lotus Notes environment, and Web Help!, a World Wide Web interface for Help! and Help Pro! users. These products are designed to allow users to reduce the complexity of help desk and customer support operations by integrating all customer, contact, incident and service information. Enhancements include: an improved interface that allows users to easily navigate through information screens; easy integration of multiple sites; and expanded customer and contact management that includes contact history. For more information, contact Ted Blank at 360-693-6944.

Help Desk Extension
InterApps, Inc. has announced the immediate availability of InterApps Dominion WIZDOM for ASK.ME. The WIZDOM extension allows any application, including InterApps DOMINION help desk software, to be able to access knowledge and cases that are provided in the industry-standard ASK.ME case format. The WIZDOM software can be used as an overlay with current product, or it can be used as a complete standalone casebase searching solution. For more information, contact Jeff Yarrington at 310- 374-4125.

Application Development And Customer Interaction Products
Applix, Inc. has announced the introduction of two key additions to their product line. Applix Any wareis a family of interactive business applications for Java TM -enabled Web browsers. It is designed to provide high-performance rapid application development solutions. Applix Enterprise is designed to provide an integrated set of real-time customer interaction applications for handling the dynamic information needs of customer-focused enterprises. Designed for compatibility with leading database, network, e-mail and automated asset collection packages, notification technologies, and more. For more information, contact Richard T. Wesley at 508-870-0300.

Web Transaction Development Software
Periphonics Corporation has introduced PeriWeb, a robust software extension that operates World Wide Web-based transaction-processing services on Periphonics’ RISC-based VPS/is and VPS/VAS IVR systems. Using this technology, application specialists can construct full-function transaction-processing services that access both client/server and main-frame legacy databases without C programming and cumbersome Common Gateway Interface development. With the addition of PeriWeb, Web browsers can provide an alternate visual interface for many types of applications. A user of a browser “calls” an IVR application by clicking a hypertext link. PeriWeb “answers” the call and routes it to the application. What would otherwise be voice greetings and prompts are translated by PeriWeb into dynamic visual hypertext documents to send to the user. User responses can then be entered through the browser via forms or clicks on displayed images. For more information, contact Kathryn Morris at 516- 468-9591.

Help Desk Web Product
DKSystems Inc. announced the release of DKHelp.Net, an Internet-based help desk product that not only enables organizations using the company’s DKHelpDesk software to provide online support to their end users, but also makes it possible for customers to build their own Web site for either Internet or Intranet applications. Through a configurable interface with a variety of screen templates written in HTML code, DKHelp.Net permits customers to offer a wide selection of Web services in addition to basic functions such as logging a help desk call and querying the system to resolve problems. Organizations can use the product to create Web sites through which end users can access frequently asked questions or company message boards, download demos or bug fixes, place orders, post messages or perform other tasks of the customer’s choice. For more information, call 800- 892-5332.

Customer Support Internet Product
Data Systems Support (DDS) has announced a new release of Customer Support System (CSS), a client/server solution that tightly integrates with DSS’s SIRS TM sales and marketing solutions, offering an advanced end-to-end Customer Asset Management (CAM) system. CSS 4.0 includes integrated knowledge-base functions and knowledge authoring tools for problem resolution. Internet/Intranet connectivity, icon alerts, product license and support agreement tracking, phone system integration, etc., are designed to ensure that key clients receive timely attention. CSS tracks the complete history of each support case including the number of calls, elapsed time per call, milestones set in responding to a customer and recommended solutions. The Internet/Intranet connectivity feature allows customers to log on to CSS-enabled Web sites and log their issues directly into CSS’s support database. Customers can also use this feature to gain access to various knowledgebase tools to help diagnose and resolve technical problems on their own. For more information, contact Jessica Cohn at 212-888-3288.

Web Site Enhancement Services
Sky Alland Marketing and US Interactive have announced the availability of a suite of Internet site enhancement services for the customer relationship marketplace. WebAssist TM is an interactive, two-way communication service that enables customers to immediately speak with an online service representative, talk via Internet telephone, and request product information and/or a telephone callback through a company’s Web site. WebAssist’s suite of site enhancement services include: Web Screen Talk, a real-time, one-to-one keyboard dialog between prospects and CSRs; Web NetCall, voice-to-voice Internet telephony at a scheduled time and date callback; and Web List Fulfillment, which captures pertinent prospect data and forwards it to an automated fulfillment center. For more information, contact Karen Beck at 800-351-5055.

Web And Video Service Agency Offerings
S&P Data Corp., a division of International Data Response Corp., has announced the unveiling of two applications to further enhance their call center service. First, in partnership with Genesys, S&P Data Corp. has launched net.Vectoring — an instantaneous and direct call center response channel from the World Wide Web. net.Vectoring technology allows any Internet user the ability to type their phone number into an on-screen form and initiate a live voice connection to S&P Data’s Toronto call center. The callback feature utilizes predictive dialer technology to generate a call to the user’s phone line of choice, either land or cellular line. The “Web callback” service can be applied to any web page. Second, through an alliance with Intel and Genesys, S&P Data announced the integration of VideoACD, software capable of the intelligent routing of inbound video calls to create a multimedia call center environment. VideoACD will enhance S&P Data’s call center productivity through greater access to agents and faster response time, while enabling them to offer customers face-to-face service. For more information, contact Dan Plashkes at 800-561-0288.

Internet Audio Service
Telephonetics International, Inc. (TII) has announced a new audio service — NetsoundFX TM . Appropriate for both Internet and Intranet applications, NetsoundFX enhances a company’s network and Web site profile by creating a unique audio image to complement text and graphics. NetSoundFX features audio servers in downloadable format. TII’s production staff collaborates with Web designers to create a uniform, concise audio image. For more information, contact Gregory T. DuBose at 800-446-5366, ext. 112.

Happenings...


Pivotal Software Named ISM “Top 15”
Pivotal Software Inc. has announced that Information Systems Marketing Inc. (ISM), a research, market analysis and consulting firm in the area of sales, customer care and marketing automation, has selected Pivotal’s customer interaction software, Pivotal Relationship TM , one of ISM’s “Top 15” sales, marketing and customer service automation software packages on the market. Pivotal Relationship is enterprisewide customer interaction soft-ware that is designed to increase the sales and profitability of customer-focused businesses by giving them the technology to find, win, understand and retain customers.

AFFINA Chosen For COPC Program
AFFINA Corporation, a provider of customer relationship building processes through the application of marketing research, call center services and database management, has announced it is one of only four companies in the country that has been approved to participate in an intensive call center certification process by the Customer Outsourcing Performance Center (COPC), the standards organization formed by a consortium including Microsoft, Novell, Dell and Claris. The objective of developing the COPC-2000 TM is to improve the overall quality and performance levels that outsourcers and their customers receive from customer service provider organizations.

DSI Changes Name
Digital Systems International, Inc. (DSI) has announced that the company has changed its name to Mosaix, Inc. This name more accurately represents the company’s broader customer management value proposition and more diverse product and services offerings. The new corporate identity will encompass all DSI operations, including those of ViewStar Corporation, which merged with DSI on December 24, 1996.

New DialAmerica Marketing Strategy
DialAmerica Marketing, Inc. has unveiled a new inbound telemarketing strategy that the company says will provide significant advantages to its clients. They plan to open an unspecified number of inbound centers, each consisting of 300-500 positions and serving no more than three or four clients. The number of client programs executed within each center will be limited as well. The new strategy is designed to give DialAmerica’s representatives the knowledge and understanding necessary to function with the seamless expertise of inhouse reps.

Telescript Used in Election
Digisoft Computers, Inc. has announced that for the second presidential election in a row, its Telescript software helped to elect the President. On November 5, Telescript was utilized by a large number of companies to solicit votes, run opinion polls, gauge reaction to commercials, perform market research, and more. Penn & Schoen Associates, which played an instrumental role in the election of President Clinton, used telescript software exclusively in their call centers. They called over a quarter of a million voters on election day alone. Many other Digisoft clients were just as active making millions of calls in support of Democrats, Republicans and nonpartisan candidates and issues.

Expansions...

The Telemarketing Company Expands
The Telemarketing Company (TTC) has announced the opening of a new, 60-seat inbound telemarketing service center adjacent to their Headquarters Outbound facility in Chicago. TTC plans to specialize in inbound programs that demand higher sales skills and consultative customer service. The new center will have full-featured ACD, ANI, DNIS and skills-based routing.

SOFTBANK Services Opens New Center
SOFTBANK Services Group, a provider of outsourced sales and support services, has announced the opening of a new call center in Las Vegas, Nevada. The 55,000-square-foot facility is designed to handle more than 11 million calls per year and includes automated call tracking and distribution, computer-telephony integration, IVR, predictive outbound dialers, fax services and online capabilities

NetworkMCI Opens New Call Centers
To support its booming conferencing business, networkMCI Conferencing has opened a new call center in Vienna, Virginia, that will create up to 175 jobs. Operators at this center will help manage business customers’ conferencing needs by taking reservations and providing on-site assistance during conference calls. MCI has also opened a call center in Bethel, Connecticut, bringing the total number of their conferencing call centers to five.

Access Direct Plans New Call Center
Access Direct Telemarketing, Inc. has announced plans to open a new call center in Ames, Iowa, creating 152 full-time and part-time business-to-business and business-to-consumer positions.

DialAmerica Doubles Operational Size
DialAmerica Marketing, Inc. has doubled the size of its Omaha operations by opening a new 6,000-square-foot call center, creating nearly 200 full- and part-time management and sales positions. DialAmerica is also opening a state-of-the-art, 4,200-square-foot call center in Rhode Island, thus creating 110 full- and part-time management and sales positions.

Dakotah Opens Three New Call Centers
Dakotah Direct Incorporated has announced the opening of three new satellite call center facilities in North Dakota. The centers, located in Bottineau, Garrison and Fessenden, North Dakota, are a joint venture between Dakotah Direct and Great Plains Development. They will operate under the name of Dakotah Development.

American Telecom Opens Third Facility
American Telecom, Inc., a full-service telemarketing agency, announced the opening of its third call center located in Florida. The new center will have 80 stations with an EIS predictive dialing system.

Unitel Opens New Call Center
Unitel Corporation, based in McLean, Virginia, held a ceremony to celebrate the opening of their new call center in Maryland, which will have 400 workstations upon completion.

Signature Group Opens New Center
The Signature Group, a direct marketing company, has announced the opening of its newest telephone sales center in Illinois. This facility will employ approximately 200 full and part-time employees. Signature now operates 24 telephone sales centers in the U.S.

IMG Expands Telemarketing Capacity
Interactive Marketing Group (IMG) has announced the expansion of their telemarketing capacity. They have installed a T-1 line and have also completed the outfitting of a separate telemarketing center within its facility. It consists of 10 operator stations and one manager station, allowing the company to expand the role it currently plays in inbound and outbound telemarketing programs. Specialized telemarketing services are accommodated with IMG’s in-house Visual Basic application development.

Strategic Alliances...

Witness Systems/IBM OEM Agreement
Witness Systems, Inc., a manufacturer of automated call center monitoring and recording systems, has announced it has signed an OEM agreement with IBM, under which the CallPath Server/2 and Switch Server/2 products will be sold as an integrated piece of the WITNESS � Monitoring Systems. Witness Systems will both sell and support the integrated system. The integration allows WITNESS � to communicate with Northern Telecom, Rolm, and AT&T telephone and ACD switches via CallPath and determine physical location of agents, obtain real-time call status for each agent and make recording decisions based on factual information from the ACD.

Rockwell/Mitel Joint Marketing Agreement
Rockwell Switching Systems Division, a provider of integrated solutions for mission-critical call centers, and Mitel Corporation, an international provider of enterprise PBX platforms and departmental call center solutions, have announced a joint marketing agreement in North America to address the growing demand for high-end and networked call center solutions. The agreement enables Mitel to offer new customers an extended suite of call center solutions, and a more fully featured, scaleable environment to its installed base of growing customers, while giving Rockwell better access to an expanded customer base evolving to mission-critical call center solutions.

Quintus And Five Paces Join To Develop Internet Call Center
Quintus Corp., a provider of software solutions for the customer-driven enterprise, and Five Paces, Inc., a wholly owned subsidiary of Security First Network Bank, have joined forces to develop an Internet call center. This world-class call center is designed to consolidate inquiries received through various communication channels, including voice response unit (VRU) and e-mail, and to direct those inquiries to highly targeted response teams for the most efficient customer service.

Contracts & Installations…

Wiremold Installation
The Wiremold Company has announced the installation of a 5400 Nonmetallic Series Raceway at The Metropolitan College Business & Technology Center in Kansas City, Missouri. The MCC Business & Technology Center was developed in partnership with major corporations and state and federal governments. The customer service facility, known as the Call Center, provides training in computer and telecommunications skills. The Call Center’s 64 stations are served by standard and isolated ground circuits accessed by guard outlets. Low-voltage wiring includes Category 3 telephone cable and Category 5 data cable. The Wiremold raceway accepts multiple devices at a single point, providing convenient access and flexibility.

GeoTel To Support Rockwell Spectrum
GeoTel Communications Corp. has announced support for the Rockwell Spectrum Automatic Call Distributor (ACD), Releases 4.0 and higher. With support for the Rockwell Spectrum, GeoTel provides support for ACDs from all the major call center vendors. Continental Airlines will be the first customer to implement GeoTel’s Intelligent CallRouter (ICR) with Rockwell Spectrum ACDs in its reservation call centers.

Greyhound Installs IEX System
IEX Corporation has announced that it is supplying TotalView Workforce Management to Greyhound Lines, Inc. This workforce management system has been implemented in Greyhound’s call centers in Dallas, Texas and Omaha, Nebraska. IEX’s TotalView, a client/server system featuring user workstations with Microsoft Windows, is ideally suited for businesses that require a reliable level of service delivery during seasonal changes in call volume. This system will help Greyhound managers plan staffing, schedule employees and manage daily operations in call centers that handle travel reservations and customer inquiries.

Telcom Installation
Telcom Technologies has announced it has installed the Telcom ACD Master at the Riverside, California-based Western Athletic Supply Co. The Telcom ACD Master supports the order entry and customer service departments. The new ACD system at Western Athletic Supply is currently equipped with 8 trunks and 16 stations utilizing Telcom’s DDS TM display telephone.

UB Networks Installation
UB Networks has announced that Precision Response Corporation is running VNA and ATM with the GeoLAN/ 500 super switching hub to expand a network supporting voice, data and complex predictive dialing applications. FiberTel Inc., a systems integration firm, provided a turnkey business solution for Precision Response that includes a network infrastructure and development of inbound and outbound applications for telemarketing.

Audiomax Awarded Contract By Unison
Audiomax (formerly The Hold Company) was recently awarded a contract to provide audio messaging services to Unison Healthcare, Inc., a network of nursing care facilities based in Phoenix, Arizona. Audiomax will provide customized audio messaging services for Unison’s 46 nursing-home locations throughout the United States.

Connecticut Awards Brite Voice Contract
The State of Connecticut, through the Office of Policy and Management, has awarded Brite Voice Systems an exclusive contract for telecommunications and utility billing verification services. The company’s TSL division will perform the work.

Maritz Chooses Lucent And HOK
Maritz Inc. has announced that it has chosen Lucent Technologies and HOK as allies to deliver a totally new approach to the design and management of outsourced call centers. With a focus on fully integrating the key components of people, technology and working environments, Maritz will work with Lucent and HOK to blend the expertise of the three companies to create customized operations for clients seeking dedicated call center management.

BP Exploration Selects DSS
To Improve Customer Service Data Systems Support (DSS), a Client Technologies Company, has announced that BP Exploration and Oil, Inc. has selected Data Systems Support’s Sales Information Response System (SIRS TM ) to improve customer service and responsiveness throughout BP’s sales and marketing organization. SIRS is an enterprisewide Customer Asset Management system designed to manage all facets of sales, marketing and support.

Ameritech To Provide Call Center Consulting To IMC
Ameritech has announced an agreement with IMC Ltd. to provide call center consulting, giving the communications company what is described as one of the most robust call center offerings available in the industry today. As part of the agreement, Ameritech will offer call center consulting services, enabling companies to evaluate and improve call center performance and potentially transform the centers into world-class strategic assets.

Business Response To Handle Line Of Clorox Products
            The Clorox Professional Products Company has selected Business Response, Inc. (BRI) to set up a teleservices customer care center. The center will handle Clorox’s range of commercial products, including the new product launch of PowerPack TM , a hand-held portable cleaning system for the industrial market.

Mergers & Acquisitions…

APAC Acquires Schechtman Group
APAC TeleServices, Inc., a national provider of outsourced customer service and sales, has announced the acquisition of The Schechtman Group, a firm specializing in change management for corporate growth. APAC will use the expertise of the The Schechtman Group to help corporations transform their organizational culture.

Edward Blank Associates And Lexi Acquired By Thayer Capital
Thayer Capital Partners, a Washington D.C.-based investment firm, has announced that it has purchased majority stakes in two teleservice companies. Edward Blank Associates, Inc. and LEXI International, Inc. will form core holdings in Thayer’s plan to build a leading teleservices group. Edward Blank Associates, founded in 1968, is a pioneer of the teleservices industry with call centers in New York, Virginia, Texas, Minnesota, Pennsylvania and Ontario, Canada. LEXI International, headquartered in Los Angeles, pioneered the concepts of database telemarketing and riskshare pricing.

MATRIXX Acquires Software Support
MATRIXX Marketing, Inc. has announced it has expanded its technical support capabilities by the acquisition of Software Support, Inc., a provider of over-the-telephone technical assistance to users of computer hardware and software.

Marketrieve Acquired By Mehta
The Mehta Corporation has announced that it has acquired Marketrieve Company, the developer of marketrievePLUS � , a sales force automation tool. Marketrieve’s entire staff has joined Mehta, and will remain in Londonderry, New Hampshire, which is also the site of Mehta’s newly formed products division.

EIS Acquires Pulse Technologies
EIS International, Inc. has announced it has expanded the spectrum of services it offers the call center industry with the acquisition of the professional services business of Pulse Technologies, Inc. Pulse Technologies specializes in call center management, consulting and support.

IMA’S TELEMAR Unit Acquired By TELEMAR Software
Information Management Associates, Inc. (IMA), a provider of call center software solutions for sales, marketing, telemarketing, and customer service automation, has announced that its TELEMAR business unit has been acquired by TELEMAR Software International, LLC (TSI). TSI has exclusive rights to the product line including development, sales, service and support.

HA-LO Shareholders Approve Acquisition Of Market USA
HA-LO Industries, Inc., a distributor of specialty premium advertising products, has announced that its shareholders have approved the previously announced acquisition of Market USA, a telemarketing firm, for approximately 2.5 million shares of common stock.

GN Netcom Purchases Unex
GN Netcom, a manufacturer of communication headsets for the telephone and computer industry, has announced the purchase of New Hampshire-based Unex Corporation, the world’s fourth largest headset manufacturer and a subsidiary of Dynatech Corporation. A new company, GN Netcom/Unex Inc., has been formed by the merger of GN Netcom’s North American Organization with Unex Corp.

Signature Group To Acquire Prudential Legal Care
The Signature Group, a wholly owned subsidiary of Montgomery Ward & Co., Inc., has signed a nonbinding letter of intent for the future acquisition of Prudential LegalCare, a group prepaid legal insurance product offered by The Prudential Insurance Company of America and Prudential Property and Casualty Insurance Company. Prudential Legal Care provides employees with access to legal assistance through a network of nearly 9,500 attorneys nationwide.

International News…

Irish Direct Marketing Center
Shannon Development, the Irish Government Agency responsible for the development of the Shannon Free Zone, and Telecom Ireland, have jointly announced the near completion of Ireland’s first turnkey direct marketing (DM) center, which will facilitate U.S. companies that are seeking to access the affluent European market. These organizations have joined forces to provide a customized 20,000-square-foot DM center, which is fully furnished and kitted out as a multilingual turnkey telemarketing facility with state-of-the-art technology and adjoining distribution and warehousing space.

Dublin Telephony Center
Telecom Ireland and IT Solutions have announced that work is nearing completion on a unique Call Center Incubator (CCI) in Dublin, Ireland. It is a purpose-built, fully equipped telephony facility designed for U.S. companies that require a call center to serve their European customers. The concept provides companies with an opportunity to test market their products or services in Europe as well as serving as an ideal interim facility for companies setting up their own call center.

Decisions Group Uses Melita’s Predictive Dialer
Britain’s second largest telemarketing agency, The Decisions Group, part of the U.S.-based SITEL Corporation, is now using a high-volume, low-cost outbound telebusiness services predictive dialer provided by Melita of Atlanta, Georgia. The Decisions Group is among the first of the European telemarketing bureaus to introduce it for outbound calls.

Telecom Ireland Reduces International Toll-Free Rates
Telecom Ireland has recently announced reductions of up to 37 percent in the cost of international toll-free service. These rate cuts apply to the cost of taking toll-free calls to a call center in Ireland from across Europe, the Middle East and North America. These cuts are a part of Telecom Ireland’s Price Reduction ’96 campaign, which also features an international toll-free volume discount plan and an International call center plan. For more information, contact Margaret Molloy at 888-EUROPE-1.

Telstra Partnership With Hilton
Telstra (UK) Ltd., a wholly owned subsidiary of Telstra Corp., has announced a three-year, USD33.6M million strategic partnership with Hilton International, which will enable this hotel chain to offer a range of value-added services globally.


People...

  • The Direct Marketing Association, Inc. has announced the selection of H. Robert Wientzen as president and CEO.
  • MIDCOM Communications, Inc., a telecommunications services provider, has announced that John M. Zrno has been named as chairman of its board of directors.
  • Octel Communications Corp., a provider of voice messaging systems, has named former astronaut James A. McDivitt to its board of directors.
  • DirectoryNet, Inc., a provider of electronic directory assistance services, has appoint-ed F. Craig Lotz as CEO.
  • Gary G. Drook has been elected president and CEO at Ruppman Marketing Technologies, a telemarketing service agency.
  • EIS International, Inc. has announced the following appointments: Robert A. Longo as president and COO of EIS operating company Surefind Information, Inc., a provider of online data backup and recovery services; Beth Zimet as vice president, engineering at EIS Systems; and Kevin R. Murphy as senior vice president, worldwide sales and marketing at EIS Systems. EIS Systems is provider of integrated call center management systems and an operating company of EIS International.
  • Dennis Ross has been appointed as president of Interactive Services, newly formed division of MATRIXX Marketing Inc., a telemarketing service agency.
  • SITEL Corporation, a telemarketing service agency, has announced the following appointments: Andrew Miller as president of the Publishing Services Group; Debra Kempcke as vice president of sales for the Publishing Service Group; Steve Kucirek as vice president of finance/operations; Bill Troshynski, Joe Duden and Bill Miklas as general managers; and Jeff Anson as director of quality assurance.
  • William H. Pieper has been named as vice president, sales and marketing and Bradley T. Harslem as senior vice president and CIO at telemarketing service agency ITI Marketing Services, Inc.
  • Mark Adams has been named as vice president and CFO and Randi Drinkwater as manager, marketing communications at Melita International, a provider of call center solutions.
  • Siemens Business Communica-tion Systems, Inc., a provider of private telecommunications solutions, has appointed Gerald Wright as senior vice president and CFO, and Tonya Patton as vice president and controller.
  • Ruth O’Brien has been named as vice president of operational outsourcing for telemarketing service agency SPS Payment Systems, Inc.
  • TeleServices Direct, a telemarketing service agency, has named Timothy Heidel as executive vice president, sales and marketing.
  • Customer Insight Company (CIC), a provider of database marketing software, has announced the following appointments: Randy Kenworthy as vice president of sales; Cary Stronach as national sales manager; Glenn Gumley as vice president of consulting; Marilyn Dana as regional sales manager; and Carla McEachern as manager of consulting services. CIC also added the following sales representatives: Lisa Chewning, Steve Farrell, Randy Frazier, Jim Mooney and Mark Robertson.
  • Eric Sherman has joined the Faneuil Group, a telemarketing service agency, as vice president of sales and business development.
  • John Carlson has been appointed as vice president of marketing at Saratoga Systems, Inc., a provider of sales automation software and customer management systems.
  • TeleDirect International, Inc., a developer of LAN-based predictive dialing systems, has appointed William O. Sparks as senior vice president of sales and marketing and Thomas C. Miller as vice president of major accounts..
  • TELEMARKETING CONCEPTS, a direct marketing company, has appointed Mike J. Prichard as vice president of business development.
  • Belgacom North America, the North American representative of Belgium’s national telecom carrier, Belgacom, has named Eric E. Lawton as director of marketing and communications.
  • Richard K. Dittrich has been named marketing services manager at Panel Concepts, Inc., a manufacturer of panels and modular furniture components.
  • Telemarketing service agency Business Response, Inc. has named Kip M. Harm as marketing manager.
  • Nicole Theis has been named as director of telemarketing at telemarketing service agency Call Center Services, Inc.
  • Telemarketing service agency Dakotah Direct, Inc. has named Pat Par as general manager of its newest Spokane satellite office. Dakotah also named Peg Schmitz as marketing manager.
  • John Farthing has been named as manager of placement services, and Marcia Coe and Robert Kaiser as placement consultants at training, placement and development agency TeleDevelopment Services.
  • George Panagiotou Jr. has been named as national account manager at Unibase Direct, Inc., an integrated database marketing company.

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