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January 1998

Call Center Products From: Applix; Aspect; Clarent; GWI; Nuance; Siemens And Voice Control Systems

Applix’s Customer Interaction Software

Applix, Inc. has announced Applix Enterprise 7.0, customer interaction software (CIS) for automating all cus-tomercontact processes. Applix Enterprise is designed to offer a seamless integration of sales, marketing, service and product quality functions. Applix Enterprise is a thinclient Windows and Java-enabled CIS solution that supports all major database platforms.

Applix Enterprise contains sales, marketing, service and quality modules. Applix Enterprise modules are integrated via a common customer information database, allowing all customer-interaction personnel to be fully informed. Applix Enterprise’s 100 percent Pure Java architecture allows scalability throughout the enterprise, tying organizations together across the LAN, Internet or Intranet.

By eliminating the barriers between sales and service with one common customer information database, Applix Enterprise enables sales/service team selling. The Applix Sales module gives sales and marketing up-to-theminute customer data anytime, anywhere: The Applix Enterprise thin-client framework makes it possible to provide critical customer information to sales and marketing personnel located around the world, at any time. The sales module provides contact-to-contract management via marketing campaign and lead management, and fulfillment tracking.

Applix Service is designed to enable more personalized, targeted service through capabilities that include automated notification of service level agreements, processes for measuring responsiveness and quality management for tracking resolution of customer inquiries.

With the integration of service and sales, potential repeat sales opportunities that are identified by service professionals are immediately communicated to the sales force. All information on opportunities is located in the centralized database, making it easy for both sales and service personnel to identify, act upon and generate additional business.

Applix Enterprise enables around-theclock service to customers world-wide due to its ability to instantly deploy tailored applications to representatives on any desktop, and to the product’s Web interface for easy customer access to information.

Customer information is immediately entered into the centralized database, making it simple for critical departments in an organization to access the information. For example, service representatives enter information on product requests directly into the database, where product development personnel can access the information and incorporate it into product planning. For more information, contact Jillian Harvey-Asquith at 508-870-0300 or see www.applix.com


New Foundation Architecture From Aspect

Aspect Telecommunications has announced a new foundation architecture designed to simplify the integration necessary to build and maintain today’s multisystem, multisite, multivendor call center environments.

Aspect’s five foundation components –– Aspect OpenMedia™ Software, Aspect OpenMedia Module, Aspect Architect™ software, Aspect Integrated Applications Module and Prospect CTI (computer-telephony integration) software — allow for the creation of customized solutions that integrate with existing call center products and services. Each scalable, open component complies with industry standards, which allows it to interoperate with other vendors’ standards-based components. Following are Aspect’s five foundation components.

Aspect OpenMedia Software is a new workflow engine for executing all transactions in the call center. This software architecture enables customers to apply their workflow models to serve their customers in accordance with their business objectives. It runs on the Microsoft Windows NT operating system, ensuring interoperability with Aspect-developed and most thirdparty applications.

Aspect OpenMedia Module provides the hardware for executing OpenMedia Software applications. This open platform leverages industrystandard switching architectures such as MVIP and SCSA. In this first release, it includes industrystandard Natural MicroSystems voice processing cards to support voice recording and playback.

Aspect Architect software is a graphical workflow creation tool for call center applications. Users define workflow routing by arranging and linking graphic icons on a palette. It can be used to design workflows not just for voice calls, but in the future for fax, e-mail, Web and video. The Aspect Integrated Applications Module (IAM) acts as the processing platform for all Aspect applications. This industry-standard platform supports a number of operating systems, including Microsoft Windows NT. Aspect IAMs use Intel Pentium processors and are available in fully redundant configurations.

Prospect CTI is Aspect’s software foundation for the rapid integration of computer and telephony applications. Prospect CTI software simplifies and accelerates application development and supports multivendor platforms and applications such as those from Lucent, Rockwell and Nortel as well as Aspect.

Aspect has combined these foundation components into two initial products. The first product, the Aspect ACD System, combines Aspect’s Aspect ACD Software Release 7 with the Aspect OpenMedia System, Aspect Architect software and Aspect Integrated Applications Module to offer increased capacity and performance as well as high reliability and interoperability. The second product is the Prospect CTI System, a software-only computertelephony integration solution. The Prospect CTI System also provides enterprise connectivity for future business integration requirements. For more information, contact Sandra Potter at 408-325-4137 or see www.aspect.com


Internet Telephony Gateway From Clarent

Clarent Corporation has announced Clarent Gateway 2.0, which adds new features to its existing Internet telephony product. Clarent’s firstgeneration product already provides the superior voice quality and clarity that customers require for their enterprise business operations. With Clarent Gateway 2.0, customers are offered improved telephony connections, enhanced scalability and expanded management features. Using Clarent’s new product, corporate customers can quickly realize longdistance toll savings, while Internet telephony service providers can benefit from increased revenues and better management of their billing and reporting infrastructure.

New features offered by Clarent Gateway 2.0 include real-time fax; refined, sophisticated management capabilities; redundant architecture for fault tolerance; Simple Network Management Protocol (SNMP) support; and industry-first support for SS7 (Signaling System 7) for improved carrier connections and greater scalability. Clarent products are based on Microsoft Windows NT 4.0.

Clarent Gateway has been successfully tested and/or implemented by IECs (Interexchange Carriers) and major ISPs (Internet Service Providers) worldwide. Clarent’s benchmarks include voice quality (as defined by customers), the number and types of telephony interfaces Clarent products support (e.g., SS7, E1, T1, ISDN, analog, PBX, etc.) and the ability to process touch-tone input for voice mail and other telephony applications.

Based on these standards, Clarent products have been: successfully implemented into long-distance networks or have successfully passed lab tests in several of the biggest longdistance companies in the Asia-Pacific region; successfully deployed in networks or have successfully completed lab tests in telecommunications environments in several major European PTTs; successfully implemented in networks or have passed lab tests by some of the largest international IECs and switch manufacturers.

Clarent Gateway 2.0 will offer the following features and benefits: Industry-first SS7 support, which provides improved carrier connections and greater scalability; real-time fax, which offers immediate delivery and confirmation of faxes over the Internet; redundant routing and billing architecture, which provides fault tolerance through support for multiple Clarent Account Manager servers, ensuring uninterrupted availability of the Clarent network; and SNMP and HP OpenView support, which monitors packet flow and network availability information to better manage and adjust network resources.

For more information, contact David Keeler at 650-306-7545 or see www.clarent.com


Web Help From GWI

GWI Software has announced the newest addition to the Help! family of products — Help! for the Web. Help! for the Web has been designed so that both technicians and customers can use it from Web browser clients. The application runs on a Lotus Domino server to provide performance, confidentiality and security, while allowing a company’s customers to gain access to key information. GWI is integrating Help! For the Web and Help! for Lotus Notes so that either product can be run as a stand-alone in either the Notes or Web environment, or used in combination to build a worldwide collaborative customer service organization.

Help! for the Web consists of the following modules: Configuration, which is a central location to configure Help! for the Web; Caller Profiles, which is a database to manage all of a company’s customers; Knowledge Base, which is a self-populating database available to a company’s technicians and customers; Discussion, which allows the user to define how many discussion databases they wish to have, and who can use them; Incident Management, which is a complete problemtracking database that allows customers to submit requests; and Statistics, which tracks vital statistics on how the application is being used.

The customer interface is designed to be flexible, allowing the user to decide which features and options to make available to all customers, which to reserve for "preferred" customers and which ones are not relevant to the user’s business at all. In all cases, the customer sees a smoothly integrated workspace, with the options available to them clearly visible.

Depending upon the options the user sets, customers will have the ability to: view Frequently Asked Questions; search the Knowledge Base; participate in an online discussion; submit a Customer Service Request; securely view the status of their own requests; and register themselves from the Internet, and update their own User Profiles.

Technicians at the user’s company will have access to the Incident Manager, Customer Manager and Knowledge Base databases, integrated into an easy-to-use interface. Using browser and Java technology, Help! for the Web is designed to allow a robust application that will manage trouble tickets (this includes creating, routing and closing); assign Customer Requests; create and search the Knowledge Base; create and search customer profiles; view reports and incident statistics; and manage administration tasks (if given access). For more information, contact Stephanie Tuggle at 360-693-6944 or see www.gwisoft.com


Conversational Technology From Nuance

Nuance has announced the release of Nuance6 for Spanish (the latest of its Nuance6 series of Conversational Transactions ™ technology platforms) for business serving Spanishspeaking customers with over-thetelephone speech-driven applications. Nuance also announced that Sun Microsystems will jointly market the new software in Latin America.

Nuance6 for Spanish is designed to allow speakers to conduct business transactions over the telephone by speaking in a fluid, conversational manner. It incorporates Nuance’s scalable software for speech recognition and natural language understanding. The technology is speakerindependent so users do not need to train the system to recognize their voice. Nuance’s natural language understanding capabilities are designed to allow for more flexible, natural speech and can extract meanings from a variety of phrasings. Nuance6 provides a Resource Manager that is designed to optimize performance in multiserver environments and a multithreaded speech recognition server, allowing it to be scaled from tens to tens of thousands of busy-hour transactions while delivering rapid end user response time. Nuance6 also includes additional capabilities in its Developer’s Toolkit that allow for rapid prototyping of speech solutions. The DialogBuilder™ simplifies the design of the speech dialogs between the end user and the Nuance speech recognition system. Nuance6 also includes Spoken SQL, which generates ANSI SQL queries from spoken user queries.

Nuance6 for Spanish provides coverage for the primary regional dialects of Latin America, enabling prototyping and development by businesses serving Mexico, Argentina, Chile, Columbia and other Spanish-speaking countries. Continued from previous page Nuance6 for Spanish is the first product from a collaboration between Nuance and Sun Microsystems. It is powered by the Sun Ultra Platform and Solaris operating system and is available on several existing Sunbased interactive voice response (IVR) platforms such as Periphonics and Voicetek. For more information, contact Bruce Dougherty at 650-847-0000 or see www.nuance.com


Siemens’ Virtual Group Applications Suite

Siemens Business Communication Systems has announced R�sum�Routing™ release 2, an enhanced version of its virtual group callrouting solution. Built on a Microsoft Windows NT� platform, the product features an expanded suite of applications that enable call center managers and agents to better evaluate and improve service, efficiency and utilization of their resources.

R�sum�Routing creates a profile of each incoming caller using information from the telephone network (ANI/DNIS), responses to voice prompts, information in the customer database, or a predefined profile stored in a server application. The caller profile is compared to a detailed database of agent profiles and the call is queued to a temporary or virtual group of agents whose skills and demographic profiles best match that of the caller. Once the call is routed, the virtual group is disbanded.

Skills-based traffic simulation is provided with the R�sum�Routing Simulator module. Managers can simulate their call center environments offline with various call volumes, caller behavior profiles and agent assignment scenarios. This simulator shows the manager such things as whether or not there are enough agents available to respond to various caller profiles, the effect of changing an agent assignment or the extent to which a new or potential employee’s skills would be utilized.

R�sum�Routing release 2 also provides management with comprehensive measurements of call center performance, with a full set of realtime, near-real-time, historical, call-bycall and life-of-call reporting. Additionally, the R�sum�Routing reporting environment supports ODBA (Open Data Base Access) standards, to allow integration of call center performance information with other business applications.

Release 2 offers an optional client application that brings together all of the resources needed to efficiently and effectively complete work in the call center. A key feature of the R�sum�Routing Desktop is the Launchpad toolbar which is designed to use a minimal amount of screen space while giving users fast access to information and system functions.

These include: Interactive Call Routing & Queue Control, by which supervisors and allowed agents can view customers waiting in queue and reserve specific calls for specific agents; Softphone, Siemens Hicom 300E telephone features, including ACD agent features, appear as screen-based icons and agents can dial using a PC dialpad; Applications Hotlinks, which create links to other applications key to customer service.

R�sum�Routing release 2 is built on a scalable Windows NT platform. Its object-oriented software design enables separation of real-time and background applications onto different servers as needed. For example, routing, reporting and client-traffic management can each be on separate servers. For more information, contact Ed Rebello at 408-492-6999 or see www.siemenscom.com


Voice Control Systems’ Speech Software Platform


Voice Control Systems, Inc. has announced SpeechWave™ Release 1.0, a speech software platform designed to bring more than 20 speech capabilities to market including natural language recognition; type-in vocabulary creation; medium list vocabulary recognition; and speaker verification in host, embedded or DSP-based applications. SpeechWave’s design lends itself to the flexibility to be implemented in applications that may range from the largest speech recognition servers for telephone networks, embedded recognition for automobile controls and efficient recognizers for use in interactive multimedia software. SpeechWave offers a common API, a wide spectrum of hardware support, a full range of application development and support services, and engineering consulting services.

Under a common API, SpeechWave offers high-density discrete digits, continuous digits, medium list with typein vocabularies and speaker verification. It incorporates an extensive set of speech databases for accuracy, noise performance and recognition across accents and dialects.

SpeechWave Release 1.0 is available as four components. SpeechWave Fundamental is a solution for building and deploying applications in voice mail and IVR. SpeechWave Standard allows users who need to use naturally spoken continuous digits to build and deploy applications that require collection of mission-critical numeric entries such as credit card or bank account numbers. Its continuous digit recognition is achieved through whole-word modeling. SpeechWave Premium provides 1,000-word medium list recognition where the user can change the vocabulary with simple "type-in" capabilities. Typical users would include travel and entertainment information and reservations, financial applications and automated attendants. SpeechWave Secure provides enhanced security features to any application, including cellular, through continuous digit recognition and speaker identification verification. It uses remote biometric identification methods to measure the users’ distinct speech characteristics.

For more information, contact Mike Savel at 617-494-0100 or see www.voicecontrol.com


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