Market Expansion Software
Aurum ï¿½ 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
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 Teloquents
Distributed Call Centers 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 keyboards 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, GoldMines 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 Melitas 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
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 Telecoms 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
Postal Carrier Route Database
Geographic Data Technology, Inc. has announced the release of Dynamap ï¿½ /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 GDTs existing Carrier Routes product to include vendor format support, ZIP
Code boundaries, landmark features and a carrier route inventory file. Dynamap ï¿½ /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&Ts
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 ï¿½ lifestyle codes based on the area codes and first three numbers of a
callers 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
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.
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 Racals 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
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.
Witness Systems, Inc. has announced the availability of Screen Monitoring/Recording
Modules for Windows 95/NT and Sun environments for use with the WITNESS ï¿½ Monitoring
System. The Screen Capture Modules provide passive, nondetectable monitoring/ recording of
the agents 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 Supervisors
PC. For more information, contact Kirk Knous 770-565-8700, ext. 121.
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 remotes battery delivers over eight hours of continuous talk
time on a single overnight charge. For more information, contact Martha Boissonneault at
Sales Automation Software
Canveon Systems, Inc. has announced the availability of Infotrac ï¿½ Professional, a sales
and contact management software program. Infotracs 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. Infotracs TrueMerge ï¿½ 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
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 (IBMs
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
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 ï¿½ Telephony
Services for Microsoft Windows NT, in response to customer requests. PassageWay, available
since 1994 on Novells 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 agents skills, a callers 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
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
MAILnets 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 companys 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
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 companys 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 customers 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 DSSs 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 CSSs
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 companys Web site.
WebAssists 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 Datas Toronto
call center. The callback feature utilizes predictive dialer technology to generate a call
to the users 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 Datas 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 companys network and Web site profile by creating a unique audio image to
complement text and graphics. NetSoundFX features audio servers in downloadable format.
TIIs 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.
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 Pivotals customer interaction software, Pivotal
Relationship TM , one of ISMs 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
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 companys 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 DialAmericas
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.
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
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
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
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 IMGs in-house Visual Basic application development.
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
ï¿½ Monitoring Systems. Witness Systems will both sell and support the integrated system.
The integration allows WITNESS ï¿½ 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
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.
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
Centers 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 GeoTels 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
Greyhounds call centers in Dallas, Texas and Omaha, Nebraska. IEXs 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
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 Telcoms DDS TM display
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
Unisons 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 companys 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
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 Supports Sales
Information Response System (SIRS TM ) to improve customer service and responsiveness
throughout BPs 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 Cloroxs range of commercial products, including the new product
launch of PowerPack TM , a hand-held portable cleaning system for the industrial market.
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
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 Thayers 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 ï¿½ , a sales force automation tool. Marketrieves entire
staff has joined Mehta, and will remain in Londonderry, New Hampshire, which is also the
site of Mehtas 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.
IMAS 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
worlds 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 Netcoms
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
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
Irelands 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 Melitas Predictive Dialer
Britains 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 Irelands 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.