New Products...
CTI Products...
Happenings...
Mergers & Acquisitions...
Strategic Alliances...
Contracts and Installations...
Expansions...
International News...
People...
- Telemarketing Start-Up Package
Adrian Miller Direct Marketing (AMDM) has announced the release of a "We Can Do It
Ourselves" telemarketing start-up package designed for companies that wish to
establish a professional, structured, in-house telemarketing program but do not have the
background and expertise to do it themselves. The package includes materials and forms for
use in recruiting, script development and program management. A telemarketing skills
training manual is included. For an additional fee, AMDM will deliver a customized
training session for the TSRs involved in the program. For more information, contact Naomi
Tepper at 516-767-9288.
- Vacation Home Owner's File
American Data Consultants has announced the release of its 357,368-name Vacation Home
Travelers Database. The file identifies individuals who own a second home in a state other
than that of their primary residence. Available selections include home market value,
income, age, gender, mail order buyer, credit card and marital status. Phone numbers are
also available. For more information, contact Chris Wilson at 800-634-2547, ext. 604.
- Accounts Payable Software
Armor Systems, Inc. has announced the release of its Advantage Series Accounts Payable
module. It is designed to allow users to maintain a complete history of an unlimited
number of vendors. It keeps track of recurring charges and lets users pay each vendor
several times per month, if necessary. Accounts Payable tracks from/to vendor number
ranges on the Check Register and offers an automatic recalculation balance to match an
Aging Schedule balance. It allows users to handle multiple accounts, process checks with
attached vouchers on an individual basis, and credit or rebate amounts for each account.
For more information, contact Theresa Staymates at 407-323-9787, ext. 521.
- FTC Compliance For Pre-Authorized Check Payments
AutoScribe Corporation has announced it has enhanced its Auto-Pay Quantum software to
ensure complete customer compliance with the new Federal Trade Commission's regulations
regarding telemarketing sales. According to the new regulations, a confirmation letter
containing seven specific items of information must be sent to the consumer prior to
deposit of a pre-authorized check. The Quantum System now incorporates an automatic
confirmation facility to address this requirement. The Quantum Edition of Auto-Pay has
been modified to incorporate the requirements of the FTC ruling (before depositing a draft
of a pre-authorized check, a confirmation letter containing seven specific items of
information including the date of the draft, amount of the draft, payor's name, number of
draft payments, date of the customer's oral authorization, telephone number for customer
inquiry answered during normal business hours, and procedures for obtaining a refund in
the event the information is incorrect or was not authorized). Using the Quantum Edition,
the letter merges the information directly from the check entry screen. AutoScribe
strongly advises all users of pre-authorized checks to obtain a copy of the ruling to
determine the extent to which the regulation affects their business practices as the
Telemarketing Sales Rule addresses several different telemarketing issues. For more
information on the Quantum Edition or how to obtain a free copy of the FTC Telemarketing
Sales Rule, contact AutoScribe Corporation at 800-345-7243.
- Computer Training Software
Bernstein and Associates have announced the availability of Design-a-course(TM), a
fill-in-the-blanks software training system that is designed to allow inexperienced
Windows users to teach anything to anybody by creating their own custom-designed Computer
Based Training (CBT) program. Design-a-course requires no programming or authoring
language skills. The designer inputs the important points to be taught using an intuitive,
menu-driven, fill-in-the-blanks session. Text and graphics can be cut and pasted from
existing documents. Before completion, the designer can choose between multiple choice and
true/false questions. The finished course is reduced to a floppy or to a directory on a
network. For more information, call 800-511-5299.
- Windows 95 Fax & Voice Development Tools
Brooktrout Technology, Inc. has announced Windows 95 support for its entire line of
drivers and application development tools. With Windows 95 support, Independent Software
Vendors (ISVs) who have developed applications for Brooktrout's TR114 Series Universal
Port or TruFax products with Brooktrout's API under Windows NT, OS/2, UNIX, DOS or other
operating systems can now port those applications to Windows 95 without changes to the
application function calls. With the Brooktrout CAS Toolkit and drivers, ISV applications
developed to the CAS standard API will run on Brooktrout's TR Series and TruFax
multichannel fax boards. For more information, contact Heather Magliozzi at 617-449- 4100,
ext. 263.
- FTC Compliance For Checks-Over-The-Phone Acceptance
Chek4DEBIT(R) has announced the introduction of a new service for telemarketing and direct
marketing companies that accept checks over the phone. Chek4DEBIT's Notification Plus will
print disclosure notices to consumers for each pre-authorized draft check printed. The
service includes verifying and/or correcting addresses to ensure deliverability by the
U.S. Postal Service. The service is being offered to coincide with provisions of the
Telemarketing Sales Rule, drafted by the Federal Trade Commission, which requires either
taped verification or disclosure notices sent to consumers prior to their account being
debited. For more information, contact Jeffrey Ray at 800-514-CHEK.
- Internet Access
Compatible Systems Corporation has announced the availability of the MicroRouter(TM) 900i,
which provides IP routing between a company's Ethernet network and an Internet Service
Provider. The MicroRouter 900i can connect via automatic dial-up over a voice, switched 56
or ISDN line, or the user can create a dedicated Internet connection using a leased line.
Features include: full IP Routing using PPP transport; Windows and Macintosh management
applications; command-line management via Telnet or out-of-band; RS-232 sync/async WAN
port connects to modems, CSU/DSUs, or ISDN terminal adapters; support connections at up to
128Kbaud; RS-232C auxiliary port for logging or management; auto- switching Ethernet port
- 10BaseT, thin, thick; flash ROM storage for code and configuration; and a three-year
warranty, unlimited free technical support and free software updates for the life of the
products. For more information, call 800-356-0283.
- Multifunctioned Plain Paper Fax
Danka/Omnifax has announced the introduction of the MFP330, which was designed for the
small office/home office environment and offers color printing, plain paper faxing,
scanning and copying. The unit features 150-sheet paper capacity; 20-sheet automatic
document feeder; FAXsynergy PC-Fax software that allows Windows users to send and receive
faxes from their PC, view and save incoming faxes, maintain activity logs and phonebooks,
etc.; a 14.4 Kbps modem; one MB of memory (upgradeable to two or four MB); six-second per
page transmission speed; 64-location autodialing; dual access and more. For more
information, call 800-221-8330.
- Eight Brand-Spanking-New Lists
Dunhill International List Co., Inc. has announced the release of nine new lists: the
63,349-name Opportunity Seekers, featuring active seekers of money-making activities; the
75,420-name Psychologists and the 16,798-name Psychoanalysts and Psychotherapists, which
feature psychology professionals working in hospitals, clinics, counseling services,
nonprofit organizations and independent practice; the 627,049-name Marine Radio Licenses,
which features prospects for electronic equipment, boating equipment, etc.; the 7,182-name
Congressional Staff of Senators, Reps, Senate, Joint & House Committees, which is the
latest compilation of the Senate and House Committees and their staffs; the 599,179-name
Mathematical Mavens, which features financial specialists in business, education and
government; the 26,897-name County Officials, which represents the nation's county
officials working in the judicial system, education, law enforcement, public health and
safety, etc.; the 18,749-name Condominium Associations in Florida, which features
condominium associations in Florida; and the 3,630-name, 2,088-firm Offshore Oil
Contractors & Engineers, which features petroleum industry executives. For more
information, call 800-223-1882.
- Telephone Campaign Software
EIS International, Inc. has announced the availability of Optimizer software, offered
through a partnership between EIS and ASPI Software Development Company, LLC. Optimizer, a
software enhancement to an EIS call center system, builds detailed databases to record
customers' answering patterns and data on whether calls were answered by targeted
customers or wrong parties. The software then uses the data to create statistical models
that help determine the optimum times of day to attempt a call. Optimzer's Optimal Call
Time feature is designed to provide managers with an effective staff scheduling tool by
delivering an accurate contact number for time-specific campaigns. For more information,
contact Alan Caminiti at 203-351-4800.
- Adjustable Keyboard Tray
Ergo Systems Inc. has announced the release of the Ergoactive Keyboard Tray, a
complementary product to the Ergoactive Monitor arms. The Ergoactive Keyboard Tray
features height and depth adjustability, keyboard tilt and two swivel points. All keyboard
adjustments are accomplished through the use of a one- touch mechanism. For more
information, call 860-282-9767.
- Single-Phase UPS
LorTec Power Systems has announced the release of the LE500, its latest single-phase
uninterruptible power system (UPS) family, for 600 VA to 6 kVA applications. The system
features on-line operation and modular design. Double-conversion technology removes all
harmful electrical disturbances. Modules can be hot-swapped, if necessary, without loss of
power. The higher-capacity systems consist of three modules: bypass distribution module,
battery module and the larger electronics module which contains the rectifier, inverter,
battery charger, microprocessor, communications ports, display indicators and user
controls. Extra battery modules can be addded, as required, to extend the run time to more
than 2.5 hours under fractional load conditions. For more information, contact Lou Welt at
214-205-1524.
- Three New Lists
Market Street Lists, Inc. has announced the release of three new lists: the Diners' Club
Card Holders, comprised of 320,000 consumers who have a Diner's Club card, which is
selectable by such household demographics as estimated household income, age, gender,
credit card holders, mail order buyers and more; the American Express Card Holders list,
comprised of 2,000,000 consumers who have an American Express card and 150,000,000
consumers who have an American Express Gold card, which is selectable by such household
demographics as estimated household income, age, gender, credit card holders, mail order
buyers and more; and the Internet Users, comprised of 230,200 consumers who use the
Internet, which is selectable by such household demographics as estimated household
income, age, gender, by computer type, mail order buyers and more. For more information,
contact 603-772-6666.
- Call Center Services
MicroAge Inc. has announced it has launched MicroAge Service Solutions, a new service that
offers inbound and outbound telephone customer services. MicroAge Service Solutions will
offer companies call center management capabilities that include: 24 x 7 availability,
single 800-number service, branded or nonbranded calling services, test campaigns and
consolidated usage reports. Typical call management applications include technical
support, sales support, order taking, product fulfillment, direct mail follow- up, list
cleansing, market research and customer database updates. Currently, MicroAge implements
large-scale, phone-based technical support programs for leading technology manufacturers
on a private- level basis. For more information, contact Jay O'Callaghan at 602-804-7987.
- Call Waiting Caller ID Products
Nortel has announced the introduction of its new caller ID call waiting products, the
Prevue and Prevue Deluxe call waiting display units and the Maestro 1500 CW and 3500 CW
call waiting telephones. With the recent availability of National Caller ID, Nortel's
display units and Maestro phones allow consumers to identify their long-distance callers.
Both the Prevue units and the Maestro call waiting display telephones feature a call log,
which allows users to see who has called, including those calls that were not answered.
The Maestro 1500 CW and 3500 CW feature one-button access to services such as voice mail,
call return, repeat dial, three-way calling and other popular features offered by phone
companies. The Prevue call waiting display unit features a calling line identification
display for name and number with call waiting display capability, an extension in use
indicator, a multifunction indicator light for new calls or messages, and a 50-name/number
call log. For more information, contact Laura Teder at 214-684- 8721.
- New Inbound Service Agency
O'Currance has announced it has begun operations as an inbound 800-number live-operator
service provider. O'Currance had its beginnings as an in-house reservation center for
Morris Airlines, developing a technology that allowed 300 of its 800 representatives to be
home-based inbound operators. O'Currance was formed shortly after Morris was acquired by
Southwest Airlines, and features a management team with more than 20 years' combined
experience in telemarketing and operations management; capacity to handle high-volume
print, radio and television response; and live-operator 800 service provided 24 hours per
day, 365 days per year. All customer data is handled electronically: credit card transfers
are verified through a MOD-10 process; orders for each day are processed and available by
electronic BBS download by 7 a.m. MST the following business day; and for broadcast
clients, media tracking using the A.C. Nielsen Designated Market Area system is offered.
For more information, call 801-974-9811.
- Call Center White Paper
Oxford Associates, Inc. has announced the availability of its latest white paper,
CEOInsights, entitled "Investing in Call Centers to Build a Low-Cost, High Growth
Competitive Advantage." Because rapid changes in marketing technology and customer
behavior have positioned call centers as major strategic assets for global corporations,
Oxford Associates stresses the importance of utilizing the call center as a competitive
advantage. Specifically, the white paper focuses on the nine key benefits as well as the
future deployments of call centers. Additionally, the paper details the necessary steps
required to transfer the traditional "cost center" into a profit-oriented,
world-class strategic call center. For more information, contact Michael Kelleher at
301-907-3800.
- Windows-Compatible Help Desk Automation
Professional Help Desk (PHD) has announced the release of Release 3.1 of its PHD(TM) help
desk automation software system. Release 3.1 has been tailored to be compatible with
Microsoft Windows 95, but it also runs under Microsoft Windows for Workgroups(R) and
Microsoft Windows NT. PHD uses Natural Intelligence(TM), a proprietary suite of
methodologies and techniques, to create a language- independent knowledge base that keeps
learning on its own to provide answers to questions and solutions to problems. PHD runs
over Novell Netware(R) LANs and all networks supporting Windows. For more information,
contact Frances Tischler at 203-869-4433.
- MSP Capability Expansion
Redcom Laboratories, Inc. has announced the introduction of an enhanced version of its
programmable switching system, the Modular Switching Peripheral (MSP). For MSP systems
equipped with an Expanded Switching Unit (XSU), Redcom has developed several new circuit
boards. Additionally, Redcom has introduced an application developers toolkit. The
Ethernet Interface Board uses fault-tolerant TCP/IP communications protocol and 10BASE-T
format with standard twisted-pair wire. With the E1 Board, the MSP can be equipped with a
large number of E1 (2.04 Mbit/s) channels in nonblocking, high- density configuration.
Each E1 Board provides 4 independent E1 spans, and up to 16 E1 Boards can be equipped in a
system. The High Density DSP Board is designed to allow the MSP to employ large quantities
of service circuits without reducing the quantity of traffic-bearing channels. The MSP
Host Toolkit is a set of software modules that provides a starting point for developers of
telecommunications applications on the MSP. For more information, call 716-924-6510.
- Windows Help Desk Product
Remedy Corporation(TM) has announced the release of an all-Windows help desk product.
Action Request System(TM) (AR System) for Windows NT brings the scalability and
adaptability of its three-tier client/server/server architecture to the PC-server
platform. The new AR System Administrator Tool for Windows brings increased customization
and implementation of support processes and administration of AR System servers to a
broader range of users. The adaptive workflow engine in the AR System is designed to allow
users to customize the product, without programming, to meet their organization's business
needs. The AR System Administrator Tool for Windows allows users to customize and maintain
AR System servers from PCs running Windows 3.1, Windows 95 and Windows NT. This tool will
be bundled with the AR System on all platforms, including the newly announced Windows NT
version. For more information, contact Mike Lough at 415-254-5370.
- Network Management Software
Switchview Inc. has announced the availability of its new Version 5.4 network management
software. Version 5.4 supports new features in Northern Telecom's latest Meridian 1 X 11
release 21 software. Within Switchview's Fault Management module, version 5.4 offers
Simple Network Management Protocol (SNMP) support, allowing users to set up the software
to forward alarms over a network to other SNMP management stations. Version 5.4 also
supports the new Western Telematic Inc. PollCat III buffer box providing a pass-through
port for System Administration Access. This provides dual input ports for data collection
and PBX administration. For more information, contact Deborah LeBlanc at 214-454- 4315.
- Training Video
Telephone "Doctor"(R) has announced the release of two new versions of its
customer service training video "Five Forbidden Phrases(TM)." This program
identifies the five phrases that most irritate customers and offers alternatives to these
phrases. Version one, "Updated Telephone Version," presents the original
message, only improved with higher production values and updated graphics; version 2,
"New Face-to- Face Customer Service Version," contains the same ideas as the
telephone version but with face-to-face examples and vignettes. Both programs are
presented by Nancy Friedman and include a leader's guide, workbooks and support material.
For more information, contact Donna Bryan at 314-291-1012.
- Media & Direct Marketing Call-Handling System
Telstra has announced the launch of a call-handling system for the media and direct
marketing industries that is designed to help customers maximize their market share and
audience loyalty as well as meeting industry trends toward increased audience interaction.
Telstra Avalanche Service, based on a new series of dedicated phone numbers, allows
companies to make a more rapid response to callers entering competitions and events or
voting in telepolls at the cost of a local phone call. It consists of two major products,
Radio Line and TV Line. Both products have been designed to minimize telephone line
congestion that can occur when major phone-in numbers are broadcast or published in the
media. For more information, contact Katrina Drewer at 415-922-5452.
- Text Message & Directory Information
XTEND Communications Corp. has announced the introduction of ISDN Display Note, a
Windows-based system that provides text retrieval and directory look-up at AT&T #5ESS
CENTREX ISDN Display Telephones. ISDN Display Note is designed to deliver silent messages
of a sensitive or emergency nature through electronic telephone message displays of the
AT&T #5ESS CENTREX. When a message is taken at a PC LAN workstation, the system turns
on the message waiting lamp at the person's telephone. If the person wants to retrieve the
message, he or she dials a special code. That triggers the text message to display on the
electronic display of their ISDN Telephone Set. Messages taken at PC LAN workstations for
group or individual telephone users of the #5ESS CENTREX are stored until the recipient
requests viewing his or her message by dialing the special code. Message security is
maintained by the dial-back code. For more information, contact Seth Loonan at
212-951-7672.
- Directory Management Tools
CCOM Information Systems has announced the release of PhoneLine Version 5.20, which is
available in multilingual versions and features Windows telephone CTI support and an
organization tree feature that provides corporate directory hierarchy information. The new
version allows users to access directory information about an individual and display a
"file-manager-style" view of the corporation's hierarchy. With PhoneLine's TAPI
support, users of stand-alone and networked PCs can phone-enable their enterprisewide
directories to perform first-party call control functions including dial, transfer,
conference and more. PhoneLine can be used to consolidate directory and organizational
information from e-mail, fax, human resource and phone system directories. CCOM also
announced the release of MasterDirectory(TM), which is designed to bring critical
enterprise directory information to desktops throughout the company or organization via
data replication and integration with directory services such as Novell's NDS, Banyan's
StreetTalk III and other services. For more information, contact Joel Silverman at
908-603-7750, ext. 515.
- Multimedia Technology Upgrade
Incite has announced an upgrade of its new, networked multimedia product Converstional
Media(TM). The upgrade includes new software and hardware additions that more tightly
integrate Incite's technology with private branch exchanges (PBXs) and expand desktop
video capabilities. One of the enhancements is an integrated network interface card that
enables multimedia telephony capabilities, a suite of desktop video enhancements, Internet
integration and an E-1 hum for system deployment outside of the U.S. Other enhancements
include: inclusion of audio-only callers into a video conference; voice mail to record the
audio portion of a video call; ability to integrate with exiting call centers to provide
video call routing for kiosks and video callers; call hold for video calls in which the
holding party receives a video message; call waiting for video calls, allowing a single
user to handle up to 10 calls from a single desktop computer; and do-not-disturb
functions. In conjunction with the PBX integration, upgrades for desktop video include:
15-party videoconferencing capabilities for each desktop, with the host user managing the
video stream viewed by other participants; distribution of broadcast TV and videotaped
images over ISDN to as many as 16 users per source; Motion Pictures Experts Group (MPEG)
video file playback via ISDN from video sources anywhere in the world; and destop bonding
or inverse video multiplexing to allow all users access to higher bandwidth calls for
video and data collaboration. For more information, contact David Tucker at 214-447-8565.
- Digital Business Telephone System
Toshiba America Information Systems, Inc., Telecommunication Systems Division (TAIS, TSD)
has announced the availability of Release 3 software for the Strata DK280 digital business
telephone system. With Release 3 software, the Strata DK280 supports features including
multiple directory numbers (DNs), caller identification/automatic number identification
(ANI), dialed number identification service (DNIS), CTI and other features. Multiple DNs
allow station directory numbers to appear on multiple telephones, and individual
telephones can have multiple appearances of their own station directory numbers.
Supporting Microsoft's TAPI specification, users with Strata DK280 Release 3 software and
hardware are able to take advantage of a range of CTI PC TAPI-compatible applications,
such as using caller ID/ANI capabilities to identify the calling party and displaying the
caller's file on the computer screen when the call is answered. For more information,
contact JoAnn Tazumi at 714-583-3714.
- Gitlitz To Retire From DMA
Jonah Gitlitz has announced his plans to retire as president and CEO of the Direct
Marketing Association in January 1997. Gitlitz joined DMA in 1981 as senior vice
president, public affairs, responsible for the association's extensive government
relations programs and public affairs activities. In 1985, he was named president and CEO
of DMA.
Gitlitz's expertise in government affairs has led the association in addressing the
industry's critical issues such as third-class postal rates, postal reclassification,
postal legislative reform, privacy, use tax, and other public policy issues. His support
led to DMA's strategic commitment to become a technical and marketing information resource
on environmental issues for the direct marketing community. Under his direction,
substantive progress has been made in the effectiveness of industry self-regulation and in
building meaningful relationships with consumer and regulatory agencies both here and
abroad. Most important, DMA's Mail Preference Service (MPS) became the model for
international MPS services that will offer consumers choice globally.
Prior to joining DMA, Gitlitz was executive vice president, American Advertising
Federation (AAF) for 12 years. At the AAF, he contributed to the development of the
National Advertising Review Board, the self-regulatory arm for national advertising
campaigns. Gitlitz helped initiate the AAF College Chapter Program, establishing nearly
125 AAF college and university affiliates across the country. He served also as president
of AAF's Advertising Education Foundation.
Prior to AAF, Gitlitz was manager of the Washington Office, Code Authority, National
Association of Broadcasters; managing editor of Television Digest; and a reporter for
Broadcasting Magazine. Gitlitz serves as chairman of the AAF Inter-Association Council,
serves on the board of directors of the AAF, the Advertising Council, the James Webb Young
Fund, and is a past board member of the Council of Better Business Bureaus.
Mr. Gitlitz is a friend to the industry who will be missed as a colleague. The staff of
Telemarketing(R) & Call Center Solutions(TM) magazine wishes him the best in the
coming year and in his retirement.
- Reese Brothers Raises Money For MADD
Reese Brothers, Inc. has announced that its 1995 Telemarketing Olympics raised more than
$10,000 for Mothers Against Drunk Driving (MADD). Reese TSRs nationwide competed for five
months to earn an invitation to the two-day call-off for charity. Taking part were 23
finalists from 12 different Reese Brothers' offices in Utah, Iowa, Pennsylvania and
Canada. All were judged during the contest on call quality and performance. The winner,
Linda Tilker of Greensburg, Pennsylvania, raised about $800 for MADD during the two-day
event and received a perfect score for her call quality.
- Ron Weber Donates Toys To Needy Children
Ron Weber and Associates of Iowa has announced it donated more than $7,000 in toys to
hundreds of needy Iowa children during the holiday season. The money was raised through
employee donations with matching funds provided by the company. Ron Weber facilities in
Davenport, Mason City and Waterloo, Iowa sponsored toy drives for the U.S. Marine Corp.'s
"Toys for Tots" program.
- The Signature Group Introduces "Do Not Solicit" Service
The Signature Group, a wholly owned subsidiary of Montgomery Ward, has announced it has
launched a commercial "do not solicit" service to help marketers comply with
federal legislation regulated by the Federal Communications Commission (FCC). According to
existing laws, corporations must remove names of customers who do not wish to be solicited
from their files. It is also required that corporations maintain a "do not
solicit" file in order to ensure these customers are not solicited in future
marketing efforts. The statute places legal responsibility for compliance on the list
owner, and in the future, the FCC is expected to define specific audit and reporting
requirements to support this legislation. The Signature Group electronically gathers the
"do not solicit" requests from vendors to the list owner, and within 48 hours
can retransmit a consolidated list back to them.
- Voysys Awarded Patent
Voysys Corporation has announced it has received a U.S. Patent covering two key
technologies within its Voysystem voice messaging product for small businesses. The two
patented technologies cover methods in the which the Voysystem works with telephone key
systems. The first is a self-configuration technique, which automatically handles certain
installation functions that normally require intervention by a system administrator. The
second is a method for connecting voice mail systems to key systems that do not generate
internal touch-tones.
- ATD Opens Call Center
American TeleDirect (ATD) has announced it has opened a call center in Houston, Texas. The
call center offers the latest in CTI technology to allow for call-blended agent routing of
both inbound and outbound calls. ATD currently operates 72 active stations with the
capacity to grow to 200 stations. The call stations are operated by licensed insurance
agents and nonlicensed representatives. ATD is an operating division of The McClure Group,
one of the DIMAC Marketing Companies.
- APAC To Open Eight Centers
APAC TeleServices, Inc. has announced it will open eight new call centers and operate more
than 750 additional workstations within the first quarter of 1996. The facilities will
employ more than 1,000 additional people and will be located in Illinois and Michigan. The
new call centers will be part of APAC's Sales Solutions group, which offers direct
telephone sales for clients in the financial, insurance and telecommunications industries.
With the two new Iowa call centers recently announced by APAC, new workstation expansion
within Sales Solutions will exceed 1,150 during the first quarter of 1996.
- IRT Opens Facility
Interactive Response Technologies (IRT) has announced the opening of a new,
10,000-square-foot call center. IRT is the creator of the DiverCTI live agent application
environment, an advanced visual technology for exclusive use in the teleservices
environment. IRT's use of DiverCTI in its call center allows a seamless integration of the
telephone, computer and the customer service representative. Its features include
instantaneous scripting and campaign building, multiple database connectivity and on- line
monitoring to allow IRT's customer service and sales representatives to handle and place
customer calls in the best way possible.
- MarCom Opens Florida Facility
MarCom Technologies, Inc. has announced the opening of its third fully
automated/predictive dialing telemarketing facility. Located in St. Petersburg, Florida,
the new facility will provide MarCom with 220 additional workstations for a total of 450
stations and 900 TSRs companywide. MarCom specializes in insurance, mortgage,
telecommunications, financial services and credit-card-related outbound telemarketing in
both English and Spanish.
- NBG Services Expands
NBG Services has announced the move and expansion of its Lincoln, Massachusetts call
center to its new Burlington, Massachusetts facility. The new facility will employ more
than 120 people - 70 new full- and part-time TSRs will be hired from the Burlington
community. NBG Services has more than 600 employees in its existing Andover, Burlington,
Wesborough and two Cambridge facilities. The company plans to open its sixth facility in
Phoenix, Arizona shortly.
- MCI Opens Virtual Music Store Call Center
MCI has announced it has opened a new call center in Chandler, Arizona that serves as the
"nerve center" for its 1-800 MUSIC NOW service. The Chandler Center operates 24
hours per day, seven days a week to offer sales and service support on-demand to the
millions of customers who have called its music service since it was launched in November.
Built and staffed with more than 500 employees in 15 weeks, the 75,000-square-foot call
center is equipped with the latest computer and communications technology. Callers to
1-800 MUSIC NOW have the ability to sample and purchase by phone from more than 5,000 CD
and cassette titles in 14 music categories.
- Teleperformance USA Opens Three Centers
Teleperformance USA, headquartered in Salt Lake City, Utah, has announced it has opened
new call centers in Clearfield and Provo, Utah and Toronto, Canada. The expansion more
than doubles Teleperformance USA's size. All facilities are fully automated and provide
both inbound and outbound capabilities.
- A.B. Data Acquires Frontline Campaigns
The A.B. Data Group of Companies has announced it has acquired Frontline Campaigns, the
Berkeley, California-based telefundraising firm. The acquisition will allow the A.B. Data
Group a West Coast office from which to conduct business. The A.B. Data Group currently
operates Integrated Mail Industries, Great Lakes Communications and A.B. Data, Ltd. in its
home base of Milwaukee, Wisconsin, and maintains A.B. Data Washington in Washing-ton, D.C.
and A.B. Boston Communications in Boston, Massachusetts. Frontline Campaigns has generated
annual sales of approximately $3 million working on behalf of clients and causes including
the National Organization for Women, the Sierra Club Legal Defense Fund, the National Gay
and Lesbian Task Force, AIDS Project Los Angeles, Vietnam Veterans America Foundation and
Neighbor to Neighbor. Day-to-day oversight of the West Coast office will be the
responsibility of Ellie Cohen, president and CEO of Frontline Campaigns for the past five
years, who will join A.B. Data as vice president for sales, marketing and client service.
- DiMark Completes Acquisition Of PRO Direct Response
DiMark(R), Inc. has announced it has completed its transaction to acquire PRO Direct
Response Corp. PRO Direct Response specializes in the financial services industry. DiMark
is an integrated database marketing outsource company that specializes in the insurance,
health care, pharmaceutical, telecommunications, and financial services industries.
- LINK-VTC Merges With ConferTech
LINK-VTC, a provider of videoconferencing, has announced it has merged with ConferTech
Inter- national, Inc., one of the largest multimedia teleconferencing companies in the
world. LINK-VTC will continue to operate as a stand-alone entity, working with the
Denver-based ConferTech, a wholly owned subsidiary of long-distance carrier Frontier Corp.
The merger will allow LINK-VTC to offer hybrid audio- video conferences. Participants will
be able to join by either audio or video, based on what's available to them. Additionally,
the company plans to co-locate videoconference bridges in several of ConferTech's
strategic switch centers around the world.
- SITEL To Acquire Canadian Telephone Corp.
SITEL Corporation has announced it has signed a definitive agreement to acquire
substantially all of the assets of Canadian Telephone Corporation (CTC), a privately held
telemarketing service agency operating telemarketing call centers in four Canadian
provinces. CTC had fiscal 1995 revenues of approximately $6.4 million (U.S.) and operates
telemarketing call centers in Montreal, Quebec; Calgary, Alberta; and Vancouver, British
Columbia. CTC employs approximately 250 TSRs and operates 168 telemarketing workstations
in its four service centers. SITEL, based in Omaha, Nebraska, creates, manages and
conducts large-scale, telephone-based direct sales and customer service programs on an
outsourced basis for large corporations. The company operates more than 2,300 workstations
in its 21 telemarketing facilities that enable SITEL to handle more than 13 million
telephone calls per month.
- Brooktrout Invests In Claflin & Clayton
Brooktrout Technology, Inc., a provider of fax and voice messaging products for
telecommunications and networking environments worldwide, has announced it has made an
equity investment in Northboro, Massachusetts-based Claflin & Clayton, Inc., developer
of NetPhone, a PC-based telephone switch designed for LAN-based CTI applications using
Microsoft's TAPI and Novell's TSAPI applications interfaces. The agreement also allows
Brooktrout to add NetPhone and other Claflin & Clayton products to its OEM and
reseller products lines.
- Comdial To Market FastCall
Comdial Corporation has announced it is has established a strategic alliance with Aurora
Systems, Inc. The agreement with Aurora Systems authorizes Comdial to market Aurora's
FastCall(TM) CTI software. Categorized as "middleware," FastCall is used by call
centers and businesses to streamline incoming and outgoing phone calls for improved
customer service and productivity. The product will be named "FastCall(TM) for
Comdial." FastCall for Comdial will be sold in Novell Netware(TM) LAN environments
served by a Comdial DXP(TM) or DXP Plus(TM) digital switch. Comdial was among the first
telecommunications manufacturers to ship TSAPI connectivity software. Comdial has
approximately 200 dealers who are trained and certified to install Comdial's TSAPI
software.
- Davox/GeoTel Establish Alliance
Davox Corporation and GeoTel Communications Corporation have announced they have
established a strategic business and technical partnership designed to create a total
solution for customers with geographically dispersed call centers. The "virtual call
center" - a marriage of GeoTel's Intelligent CallRouter (ICR) with Davox's Unison
call management system - will enable customers to route incoming calls to the most
appropriate call center location and agent (via ICR networking call-routing capabilities)
and provide blended outbound calling utilizing the same agents (via Unison Seamless Call
and Agent Load Equalization - Unison SCALE - technology). Since the ICR provides
call-by-call routing to multiple, geographically dispersed agent groups independent of
switch or 800 carrier providers, businesses can use the ICR to provide ACD-like call
routing and consolidated management information at the network level to create a virtual,
enterprisewide call distribution network.
- Dialogic/Alliance Systems Partnership
Dialogic Corporation has announced a new partnership with Alliance Systems, Inc. Dialogic
is a manufacturer of standards-based computer-telephony (CT) hardware and software
platform components, with more than 1.9 million ports shipped worldwide. Alliance Systems
is a leading distributor of computer-telephony technology, distributing products ranging
from cables to voice processing systems. The alliance will expand the U.S. distribution of
Dialogic's voice, fax and data boards and accompanying software.
- Fujitsu Distribution Agreements
Fujitsu Business Communication Systems, the North American business information technology
unit of Fujitsu Limited (the global communications, computer and microelectronics
provider) and Aurora Systems, Inc. have announced a distribution agreement that allows
Fujitsu Business Communication Systems to sell and support Aurora's FastCall(TM) CTI
software. FastCall and Fujitsu's F9600(TM) Multimedia Platform PBX both support both
Novell's TSAPI and Microsoft's TAPI. According to the agreement, Fujitsu will become a
direct distributor of FastCall products in North America. In addition, Fujitsu will
provide primary program support as well as a single point of contact for FastCall-based
CTI applications. Fujitsu also announced an agreement with SoftTalk, Inc., a provider of
CTI solutions. The agreement allows Fujitsu to sell and support SoftTalk's Phonetastic for
Novell's TSAPI and Microsoft's TAPI. Fujitsu will become a direct distributor of
SoftTalk's Phonetastic software products in North America. In addition, Fujitsu will
provide primary program support as well as a single point of contact for Phonetastic-based
CTI applications.
- Periphonics Partnership Program
Periphonics Corporation has announced it has developed a Partnership Program to foster the
integration of the company's IVR technology with the product offerings of value-added
resellers (VARs) and industry-specific application solution providers. The Partnership
Program has three tiers, determined by level of involvement with Periphonics' products. A
VAR Partner will integrate the Periphonics VPS/is system into their current offering
(hardware, software and/or services). On the second level, Marketing Alliance Program,
participating companies will develop the application software with Perphonics graphical
user interface tools to integrate the software and IVR equipment with other systems. On
the third level, companies that form a Marketing Alliance with Periphonics will benefit
from increased product exposure in the marketplace.
- Pipkins Nortel Affiliate
Pipkins, Inc. has announced it has been designated as a Northern Telecom (Nortel) Business
Affiliate, which will provide extensive marketing support for Pipkins products on Nortel
systems. Pipkins products initially offered through the program are the Merlang(TM) Call
Center Consultant, which is staffing and trunking analysis for incoming call centers, and
Call Center Maxima(TM), which provides call volume forecasting, Merlang analysis, agent
skill set scheduling, and the monitoring, measuring and control of multisite call centers.
A third product, Maxima Advantage(TM) (a greatly expanded, reengineered new generation of
Call Center Maxima), will be added to the Business Affiliate Program in March.
- Communications Agreement
Southwestern Bell Telephone Company and Algo Communications Corporation, a Dallas-based
CTI software company, have announced they have signed a contract to develop and produce a
CTI product to be marketed by Southwestern Bell. The software will essentially allow users
to graphically recreate their telephone on a computer screen, integrating, with the click
of a mouse, CTI software with popular optional phone functions, such as call waiting, call
forwarding, three-way calling, caller ID and CallNotes. It will be comprised of a
customized version of PhoneKITS(TM), Algo Communications' CTI software suite, and dialer
hardware manufactured by Comdial Corporation.
- New Client For AMDM
Adrian Miller Direct Marketing (AMDM) has announced it has signed a contract with Merola
Sales Company, a distributor of ceramic tile, tools and adhesive. AMDM will start-up and
develop an inside sales department for Merola Sales. Cadmus Communications Named Coldwell
Banker Supplier Cadmus Communications Cor-poration has announced that its Cadmus Marketing
Services division has been named by Coldwell Banker Corporation as its Approved Supplier.
The contract covers printing- related services. Under the new contract, Cadmus Marketing
Services will utilize the wide array of Cadmus products and services to bring innovative
solutions to meet the diverse graphic communication needs of Coldwell Banker. Cadmus
Communications is a graphic communications company offering specialized products and
services in the areas of printing, marketing and publishing.
- Vacuum Contract For Chek4Debit
Chek4Debit(R) has announced that Royal Appliance Manufacturing Company, makers of Dirt
Devil(R) and other floor-cleaning appliances, has selected Chek4Debit to process
check-over-the-phone orders. Royal has implemented the payment option in conjunction with
its infomercial promoting the Broom Vac.
- HP Purchases Clarify System
Clarify Inc. has announced that Hewlett-Packard Company has purchased the Clarify system
for one of the world's largest client/server support environments. The multimillion-dollar
deal spans HP's Worldwide Customer Support Organization (WCSO) as well as the company's
consolidated internal help desk, the Atlanta-based Call Center. The WCSO plans to use
Clarify's workflow-based replication technology that enables replication of customer
service data on multiple distributed servers to support HP's multinational customer base
at both the local and global level. When the first phase of the implementation is complete
this year, Clarify will be used by 1,000 support professionals simultaneously across 35
global service centers to manage a call volume of more than 100,000 calls per month. HP's
Atlanta-based Call Center will use Clarify's ClearSupport(R) software to support its seven
groups of help desks, each with an emphasis on a specific field. The Call Center will also
use ClearExpress WebSupport(TM), a new Clarify product that links a company's internal Web
site to its help desk environment to enable employees to open cases, check status and
troubleshoot for their own solutions.
- Telescript Software Compatible With More Switches
Digisoft Computers, Inc. has announced its Telescript TSAPI software is now in use with
two more phone switches. Customers are successfully linking Telescript to their Siemens
ROLM and Comdial switches. Telescript uses the Novell TSAPI Telephony Services for
Netware, the standard that enables application programs such as Telescript to link to
phone switches manufactured by different vendors. This permits Telescript software to
perform CTI links directly through phone switches that link to this standard. Companies
announcing TSAPI-compatible phone switches include Alcatel, AT&T, BBS Telecom,
Fujitsu, Mitel, NEC, Northern Telecom, Officia, Phillips Kommunikations, SRX and Tadiran.
- IMA Installations
Information Management Associates, Inc. (IMA) has announced that Quality Telemarketing, an
Omaha, Nebraska service agency, has selected the EDGE TeleBusiness(R) Software System to
automate their call center operation. Quality will provide automation for 50 agents in the
first phase of the EDGE rollout. IMA also announced that BOSE Corporation has selected
EDGE to automate its telesales center in Marlborough, Massachusetts. BOSE, a manufacturer
of stereo equipment, will use EDGE to process inbound customer calls and respond to
product inquiries. Outbound agents will use EDGE to make follow- up calls to prospects who
have been sent information about BOSE products, but have yet to place an order, make
customer courtesy calls to customers, process orders and identify upsell and cross-sell
opportunities.
- U. Of Chicago Installs Intecom PBX
Intecom has announced that the University of Chicago has installed an
"Enterprise" or "E" private branch exchange (PBX) system at its Hyde
Park campus. Intecom will work with the University's telecommunications staff to install
this switching technology platform. The new PBX will be integrated to work with the
University's two existing Intecom S/80 PBXs to look, function and feel like one large
20,000+ PBX system to its University and hospital users. The contract also calls for the
introduction of new telecommunications technologies such as CallWise, IQ Admin and Incite.
- InterVoice Receives Order For InterDial Systems
InterVoice, Inc. has announced it has received an order valued at approximately $850,000
from one of the nation's largest telecommunications equipment and service companies. The
order is for four InterDial predictive dialing systems. The 464 agent positions in this
installation will be used by the customer in a telemarketing application to launch and
complete large-scale telemarketing campaigns.
- Periphonics Installations
Periphonics Corporation has announced that Entergy, a company with 2.3 million electric
and 240,000 gas customers spread across Arkansas, Louisana, Mississippi and Southeast
Texas, is using Periphonics voice response products for its subsidiaries spread across
those four states. Entergy is divided into six regions, and a phone center in each region
now handles most of the tasks by telephone that local offices used to deal with through
customer walk-in visits and calls. Each of the six phone centers is equipped with a
Periphonics VPS/sp 9000 system providing service for 72 lines. Applications that are
currently available include power outage reporting, current outstanding balance
information, latest payment information and bill payment extension.
- Signature Group Receives Airline Contract
The Signature Group, a wholly owned subsidiary of Montgomery Ward & Company, has
announced it has signed a contract with United Airlines to offer a proprietary dining
program to United's Premier, Premier Executive and 1K frequent flyers. The program is the
only airline dining program that awards 10 miles for each dollar spent at participating
restaurants.
- Integrated telecommunications products provider SRX has named Gerald A. Shanholt
president and CEO.
- Roel Pieper has been named president and CEO of technology solution provider Tandem
Computers Incorporated. Tandem also announced the appointment of Chris Brennan as
president and COO at its wholly owned subsidiary, UB Networks.
- Multinational marketing, management and information research services firm ICT Group,
Inc. has announced the following appointments: John L. "Jack" Magee as president
of its ICT TeleServices division; Annette M. Irwin as senior vice president of sales for
its ICT Direct division; Alix E. Ginsburg as vice president of sales and business
development for its ICT Response division; Michael M. Hallowell as sales associate for ICT
Response; and Mark S. McConkey as director of sales for ICT Response.
- Bruce Dulberg has been name corporate vice president of GETKO Group, Inc. and vice
president of The Marketing Information Bureau, a division of GETKO. GETKO Group is a
provider of publishing/information services designed for companies marketing to the new
homeowner sector in the U.S. and Canada.
- Nationwide direct marketing and media company owner Harte-Hanks Communications, Inc. has
announced the promotion of Richard M. Hochhauser to executive vice president. In addition,
he will continue as president and CEO of Harte-Hanks Direct Marketing, the company's
direct marketing business.
- Telemarketing service agency MATRIXX Marketing, Inc. has announced that after the merger
of its inbound central and mountain divisions into a single division headed by Thomas J.
McShane, Thomas L. Hargreaves will be president of the outbound division. George F. Vogel,
was appointed group vice president of resource unit services and Michael W. Callaghan was
appointed vice president of corporate development, strategy and marketing. Also promoted
were: Karen R. Bowman, to vice president of legal and administration; George J. Rewick, to
vice president of corporate technology; and Edwin J. Eynon to vice president of corporate
human resources. Additionally, Garth A. Howard was appointed to the position of president
of the direct broadcast satellite division, reporting to Ronald E. Schultz, the recently
appointed senior vice president and COO of U.S. operations.
- Direct marketing services provider Neodata Services, Inc. has announced the appointment
of Ed Frazier as senior vice president and CIO.
- Sitel Corporation, a telemarketing service agency, has announced the following
appointments: Mike Nemer as director of new business development of the Financial Services
Group; Pete Katsampes as vice president of sales of the Marketing Services Group; Vince
Haman as general manager of the Marketing Services Group; and Cathy Hietbrink as general
manager of the Marketing Services Group.
- Robert A. Kobek has been appointed as executive vice president, strategic planning and
development at TeleServices Direct, a telemarketing service agency and division of Career
Horizons, Inc.
- Mark Smedley has been named as vice president of business development at Telecom Ireland
(US) Ltd., the U.S. division of the state-owned Irish telecommunications authority.
- Unibase Direct, Inc., an integrated provider of global telemarketing, data
entry/scanning and imaging, and database marketing services, has announced the promotion
of Russell Thomas to director, sales of Unibase Direct and its data processing affiliate
Data Services Direct.
- James R. Scott has been appointed national sales manager of AAC Corporation's Account-A-
Call Division. AAC Corp. is a provider of telemanagement, data management and call center
management solutions.
- Bear Creek Technologies, a provider of information technology and software to the
telecommunications and power utilities fields, has announced the appointment of Joseph P.
Wortmann as software developer.
|