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has announced its LYRICall application and scripting design software for
call centers, the latest addition to the Unisonï¿½ suite of call management solutions,
which incorporates browser technology to deliver platformindependent applications.
LYRICall is based on open, Internet standards, and is designed to give non-programmers the
ability to build and deploy application/script pages. For more information, contact
Jennifer Cyrs at 978-952-0882 or see www.davox.com
MODLOC, a product designed to stop unauthorized removal of
recording and/or monitoring modular connections from business telephones, has been
introduced by DynaMetric, Inc. It also helps prevent theft of headset units or other
telephone equipment. The latch on the modular plug is completely removed as the MODLOC
contains the latch. It is then inserted with the cord into the jack of the recording
device or headset unit. Only an authorized person with a small diagonal cutter may remove
the unit. For more information, call 800-525-6925 or see www.dynametric.com
An external PC peripheral for capturing and editing full-motion
video, CDquality audio and high-resolution photos and stills called Video Sphinx Pro is
now available from FutureTel, Inc. It is an external plugin peripheral and integrated
software suite that enables users to capture, edit and deploy MPEG-standard video and
CDquality audio. For more information, contact Anastasia Yee at 408-522-1477 or see www.futuretel.com
AC&E, Ltd. is offering a new portfolio of user support
services. Among the services offered are: User Training Programs, for the introduction and
ongoing support of all types of videoconferencing applications; Administrative and
Scheduling Support Services are available; Technical and Help Desk Support is offered as
an alternative to building specialized, in-house expertise; and Project Management and
Consulting Services enables a customer to take advantage of AC&Es engineering
resources. For more information, contact Ann LaRock at 703-968-5700 or e-mail at email@example.com.
Three new custom additions to AMC Development, L.L.C.s
SAPs R/3 business application solution have been announced. The new
release offers IVR functionality, fax-on-demand capabilities and a Call Management module,
which provides CTI screen pops, telephony support, dialog scripting and integration with
sales and service management transactions. For more information, contact Joyce Whitman at
CoSession Remote 32 version 8, the latest version of Artisoft,
Inc.s CoSession Remote software that allows users to access and control remote PCs
from any location, is now available. With the new version, a wide variety of remote users
can transfer files, run applications, conduct keyboard or voice conversations or observe
local operations. It includes support for Windows 95 and NT 4.0 and provides flexible
communications options through drag-and-drop configuration and Quick Start Wizards. For
more information, call 800-846-9726 or see www.artisoft.com
Comdial Corporation has announced Impact System Networking, the
latest product enhancement to its family of business telephony switches. Impact provides:
centralized voice mail, call forwarding, call transferring, automatic call routing and
more. For more information, contact Dick Bucci at 804-978-2525 or via e-mail at
GN Netcom/Unex has announced the two-ounce, low-profile Optima
headset series. It is available in two models and features: DuraFlex cable and
microphone booms, Self-Docking Inline Quick Release, Inline Momentary Mute and Ergodynamic
Contouring. The binaural Optima uses a single DuraFlex cable and boom and two
Pure Sound speakers. For more information, call 800-826-4656 or see www.gnnetcom.com
Group 1 Software has released SmartMatch 1.0 and ListManager 1.0,
the newest components to Group 1s Smart Marketing Suite. SmartMatch is a 32bit
merge/purge software system that uses a rule-based algorithm for detection of duplicates.
With ListManager, users can extract data and manage customer, prospect and member
information. For more information, contact Karen Dickerson-Deppe at 800368-5806, ext. 818
or see www.g1.com
Melitaï¿½ International has begun shipping Year 2000 Compliant
software release 3.0 upgrades for its PhoneFrameï¿½ CS series of products. The company is
also offering a system migration and upgrade plan to its older PhoneFrame and PhoneFrame
Command Center customers to enable them to take advantage of the same Year 2000 Compliant
release. For more information, contact Maryjane Stout at 770-239-4402 or see www.melita.com
Mosaix, Inc. has enhanced its Mosaix Call Management System, which
includes advanced call blending, new management features and Year 2000 compliance.
Enhancements include: Intelligent Call Blending, Proactive Agent Blending, which uses a
CTI link to react instantly to changes in ACD inbound wait queue level, and Predictive
Agent Blending, which can capture real-time statistics from an ACD and predict inbound
call volumes through a CTI link. For more information, contact John Tarabini at
510-337-2115 or see www.mosaix.com
NiceLog 7, a new version of NICE Systems digital voice
logger has been released. It offers a compression algorithm that enhances storage and
audio quality, allowing 21,000 hours of unattended archiving of audio and a remote
archiving facility. For more information, contact Natalie Corren at 972/3-645-3779 or see www.nice.com
Systems Modeling Corporation has introduced Version 2.0 of its
Call$im. New features include: enhanced reporting of call-handling behavior based on
call and skill type; Call Script Panel for flowcharting call-handling processes, outbound
calling, call return and call blending; improved animation for modeling and tracking
different types of calls and agents; additional functionality for statistical tracking of
information specific to individual calls; added deci-sionmaking flexibility in call
handling; and integration with Arenaï¿½ for modeling backand front-office activities. For
more information, contact Barbara Riehle at 412-741-3727 or see www.sm.com
TransTelecom, Inc. has announced ARC-TECH (Automatic Return Call
Technology), which, when connected to your existing ACD, tells callers how long they must
wait for the next agent and gives them a choice of remaining on hold or receiving an
automatic return call within the same time period they would remain on hold. In addition,
with an optional module, it automatically switches to outbound dialing calls, then back to
subsequent inbound calls as they flow back into the ACD. Another optional module enables
this functionality to be applied to a companys Internet homepage. For more
information, contact Joseph F. Vivona at 800-362-1246, ext. 3030 or see www.transtelecom.com
Versatility Inc. has announced Versatility Call Blending, which
manages inbound and outbound calling levels by not only dynamically transitioning agents
between inbound and outbound campaigns, but also from one inbound campaign to another
inbound campaign or from one outbound to another outbound campaign, based upon both
inbound and outbound service levels and agent preferences and competencies. For more
information, contact Lana Sansur at 703-934-7631 or see www.versatility.com
The first suite of jointly developed telecommunications management
network (TMN) products from Vertel and Hewlett-Packard Company has been announced. The
suite includes the following components: TMN Designer, TMN Manager, TMN Agent and TMN
Proxy Developer. This new product family provides comprehensive telecom-management
software-development environments and integrated deployment platforms for telecom
applications providers. For more information, contact Vicki Vaughn (Vertel) at
818-227-1456 or see www.vertel.com
Wenn/Soft has announced Release 4.0 of Service Management Series,
which integrates with Great Plains Softwares Dynamics. The new release includes:
redesigned Service Monitor, refined messaging capabilities, a mass renew function and
modules that provide Internet capabilities and document management. For more information,
contact Teri Comins Meves at 414-821-4100 or see www.wennsoft.com
Version 2.3 of Xantels Connex has been announced. It offers
call identification, priority call management, processing and control regardless of the
type of call or communication medium. For more information, contact Mary Ann Lawson at
602-437-6436 or see www.xantel.com
Internet & Help Desk Products
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Bendata, Inc. has announced it has released HEAT version 3.6
support center automation software. This release allows each group of users to view
information differently and supports out-of-the-box integration with any supported
ODBC-compliant database. Bendata has also announced the launch of its new Support
Management Signature Series, a modular software suite designed to address such call center
management problems as: staff planning, process design and service level agreements. For
more information, call 800-776-7889 or see www.bendata.com
ClearCallCenter 2.0, a call center solution that supports both
inbound/outbound sales and service has been introduced by Clarify Inc. The new release
adds advanced scripting and post-call follow-up capabilities. For more information, call
408-5733000 or see www.clarify.com
A series of one-day KnowledgePak University workshops hase
been Continued from previous page announced by ServiceWare Inc. They are designed to help
attendees understand the principles of knowledge-based support. The seminars are conducted
by ServiceWares Professional Services and Customer Support teams and cover:
understanding knowledgebased support, how to create and maintain your own support
knowledge base, and capturing and reusing organizational knowledge to support products and
services. For more information, please contact Bernard J. McCrory at 412-826-1158, ext.
414 or see www.serviceware.com/kpuworkshop/
With the introduction of its eService 98, Silknet Software, Inc.
announces that companies can integrate and manage all methods of customer communications,
including phone, Web and e-mail, in one application. eService 98 includes its own
call-tracking tool and features new integration capabilities, and it includes a Webbased
workflow engine. For more information, contact Michael Bettua at 603-625-0070 or see www.silknet.com
SoftLinx, Inc. has announced the Replix NT FaxCenter for
LotusNotes/Domino Version 4.1.1, which allows users to send and receive faxes, as well as
get automatic fax status notification, from the desktop. The new version includes: native
integration with Notes and Domino, utilizes the Notes Name and Address Book, integration
is accomplished through standard Notes APIs, status notification of inbound and outbound
faxes via Notes e-mail, Web-based centralized administration, e-mail to fax and fax to
e-mail, and supports a variety of attachments. For more information, contact Heather
Howland at 978-392-0001, ext. 312 or see www.softlinx.com
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Aristacom International Inc. has announced Version 1.0 of
CallEnabler-400, an intelligent call management solution for the IBM AS/400. The new
version will enable AS/400 software developers and solution providers to glue the
Aristacom CTI functions to their application code. For more information, contact Susan
Howard at 510-748-1500 or see www.aristacomintl.com
Core Systems has announced DialPro, a Windows-based,
inbound/outbound telemarketing system that uses CTI technology to automate telemarketing
functions using recorded audio messages and voice response technology provided by Lucent
Technologies. It allows users to integrate customized databases and audio messages with
voice response scripts. It also enables Caller ID and client information screen pops and
allows calls to be transferred to the automated voice response system, schedule a callback
or send electronic information. For more information, contact Marco Barfield at
713-787-0687 or email at firstname.lastname@example.org.
Ericsson Enterprise Networks has expanded the capability of its
Consono ï¿½ MD110 PBX with network management, personal productivity and call center
applications at the desktop level. It provides a wide-range of capabilities, from CTI
telemanagement to multimedia and call center management solutions for the desktop. For
more information, call 800-444-ERIC or see www.enternet-us.com
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CBSI has announced a new, dedicated telemonitoring facility
located at its headquarters in Harrison, New York. The staff of telemonitoring
professionals was relocated to a larger facility which houses fully automated online
monitoring workstations. The move expands CBSIs capacity by 50 percent.
DialAmerica Marketing, Inc. has expanded its call center in East
Providence, Rhode Island, creating more than 40 fulland part-time sales and management
positions. The facility has been expanded from 4,200 square feet to 6,200 square feet and
represents a short-term capital investment of approximately $100,000.
Maine & Company has revealed that ICT Group and SITEL
Corporation have announced the opening of call center facilities in rural towns in Maine.
ICT Group has opened a call center in Oxford, Maine which will employ 250 people when
fully staffed. SITEL has announced it will open a call center in Limestone, Maine that
will initially employ 350 people, but may eventually expand to employ more than 500. It
will occupy the 48,000-square-foot Fortune Building at the Loring Commerce Center.
MBNA America has announced it will employ an additional 3,000
people in rural cities across Maine in the next five years, bringing the total number of
people employed by MBNA in Maine to 6,000.
Marketlink, Inc. will be adding a new call center in Storm Lake,
Iowa, creating as many as 75 new jobs over the next two years. The new call center will
occupy 6,000 square feet.
City Council Vice President Henry Perea and Fresno Economic
Development Corporation President Robert Christofferson have announced that Team Results,
a firm based in Rocklin, California, will be opening a call center in Fresno that will
employ 300 people. The call center will open with an initial 100 employees, but will grow
to the 300 over the course of 1998. The call center will also feature telecommunications
equipment representing a capital outlay in excess of $1,000,000.
Lafayette, Louisiana will be the site of a new call center for
West TeleServices Corporation. It will create approximately 320 jobs, 60 percent of which
will be fulltime positions. The 12,500-squarefoot facility will have a total annual
payroll estimated at more than $4.5 million, generating an economic impact estimated at
more than $14 million.
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IHS Helpdesk Services, a provider of interim help desk
personnel, has announced the signing of their 150th client. Based in New York, with
offices in Atlanta, Chicago, Toronto and Woodbridge, New Jersey, they now service clients
in 15 states.
MCI has announced it has beamed live customer traffic over a
170-mile network span using eight wavelengths (colors of light) at 10 gigabits (OC-192)
each for a total of 80 gigabits per second. The new transmission system sends over 516,000
voice calls on a strand of fiber about the same size as a human hair. The new technology
is called Wavelength Division Multiplexing; it breaks down light signals into multiple
wavelengths and transmits them simultaneously through the same fiber.
Prism Solutions, Inc. has announced and demonstrated its support
and interoperability for the data warehousing extensions in Microsoft Repository.
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Andrea Electronics Corporation has announced it has signed a
contact with Lernout & Hauspie (L&H) Speech Products whereby L&H will purchase
Andrea Electronics Noise Canceling headsets for worldwide marketing, distribution
and resale. The agreement also stipulates that Andrea Electronics will bundle various
L&H speech recognition products with its Andrea Anti-Noiseï¿½ products, L&H will
bundle Andrea Anti-Noise products with its continuous speech recognition software
products, and L&H will resell various Andrea AntiNoise products to its customer base.
DataWorks Corporation has announced it has signed a
multimillion-dollar agreement with Pivotal Software Inc. The agreement allows DataWorks to
become one of the first enterprise resource planning (ERP) systems suppliers to package
customer relationship management software with ERP solutions for mid-range manufacturers.
Ericsson and Applied Voice Technology, Inc. have announced an
original equipment manufacturer (OEM) agreement between the two companies that encompasses
joint product development and Ericsson marketing the AVT family of Windows NT-based
unified messaging and CTI products. Ericsson has also announced that Internet Global
Services Inc. has deployed Ericssons Phone Doubler, a product which allows Internet
users to make and receive phone calls while online without a second phone line. Phone
Doubler service is available for iGlobals business and residential Internet
customers in the Dallas, Texas area. And finally, Ericsson and Telular Corporation have
announced an agreement under which Telular has licensed its patent portfolio of
wireline-towireless interface technologies to Ericsson. The interface technologies
automatically bridge landline telephone services with wireless communications networks,
allowing a call from a fixed telephone to be carried over a wireless network rather than
Executone Information Systems, Inc. has announced a joint
development agreement with Dialogic Corporation to deliver an open business communications
platform with full PBX functionality. The product resulting from this relationship will
consist of hardware and software components provided by both companies.
Kaplan Educational Centers has announced it has hired 800 Support
to staff its help desk for 150 new computer labs used by students preparing for high-tech
tests. The outsourcing help desk deal sends calls for help from Kaplan staff operating the
computer labs to 800 Supports call center.
Nortel and US West have signed a new, three-year product
distribution and reseller agreement to enhance their long-term distribution relationship.
Under this agreement, US West will continue to distribute Nortels customer premise
equipment, as well as market and sell Nortels Passport and Rapport enterprise
network products. It will also enable US West to market and sell Nortels Power
Network solution, which consolidates multiple voice and data networks into a single
Pegasystems Inc. has announced an alliance with Management Data.
Under the agreement, the companies will jointly market to the financial industry, a highly
automated straight-through processing solution for reconciliation and exception
Prism Solutions, Inc. and TimesTen Performance Software have
announced Prism will integrate the TimesTen MainMemory Data Manager with its Prism
Warehouse Executive software. The agreement allows Prism to apply the
Real-TimeRelational performance of TimesTen against the time-intensive process of
transforming legacy data into a data warehouse.
Rockwell Electronic Commerce Division (ECD) and SMART Technologies
have announced an alliance which will enable both companies to market each others
call center, electronic commerce and Internet products.
smallwonder! Softworks, Inc. has announced its Softworks Xchange
call center management system has been selected by Contact America for two of their North
Dakota sites, totaling 104 stations.
TECHMAR Communications, Inc. has announced that Cisco Systems has
chosen TECHMAR to provide sales and marketing support services, which include building and
maintaining a marketing database, inbound telemarketing, outbound telemarketing to nurture
relationships with prospects, sales lead management and program analysis and reporting.
Voicetek Corporation and Dialogic Corporation have announced a
joint marketing and development agreement for the Dialogic CT Media open software
development platform. Voicetek will incorporate CT Media into future versions of
Generationsï¿½. Voicetek will also port CT Media, currently based on Windows NT, to the
Well Engaged has announced it has teamed with Adobe Systems to
develop Web-based customer support forums on Adobes Web site. Under the agreement,
Adobe is licensing Well Engaged Discussions, Well Engageds Webbased discussion
software, and is using Well Engageds service agency to host, maintain and administer
the online forums on Well Engaged servers. Well Engaged is also providing consulting
Mergers & Acquisitions
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Arel Communications, Software Limited and Nortel have announced
an agreement between ArelNet Ltd. and Nortel Communications Holding Limited, pursuant to
which Nortel will invest $5 million in the share capital of ArelNet in consideration for
20 percent of the outstanding share of ArelNet. ArelNet has agreed to appoint Nortel as
the exclusive distributor of ArelNets i-FAX (fax over IP Networks) and derivative
Biscom, Inc. has announced the acquisition of Lincoln & Co.
Lincoln, which will become a division of Biscom, produces OEM hardcopy and display imaging
InterVoice, Inc. has purchased the Enhanced Services Platform
(ESP) product line from Integrated Telephony Products, Inc. The purchase, valued at
approximately $4.5 million, enables InterVoice to combine the ESP product with
InterVoices Network Services Platform.
ILD Teleservices, Inc., a provider of enhanced and outsourced
long-distance services, has announced it has acquired Interlink Telecommunications, Inc.
MediaGate, Inc. has announced it will acquire the assets of
InterResearch & Development Group, Inc. The acquisition will allow MediaGate to
combine their EdgeCommander server with Irdgs iPost universal messaging software.
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Aculab plc has announced that its speech processing platform,
Prosody, has received the "DSP In Action" award for technical innovation.
AlphaNet Telecom Inc. has announced it can now offer carriers
wholesale, end-toend transport of voice, facsimile and data over a global high-speed data
network. Having combined its technology and the EQUANT/SITA global frame relay network,
AlphaNets Global Carrier Services can now offer landline and wireless carriers
traditional circuit-switched voice quality and network reliability with packetswitched
technology. For more information, contact Claude Samson at 416-4134404 or see www.alphanet.net
Capital One has announced it is establishing a U.S. $48-million
European operations center in Britain with a 900strong workforce based at Nottingham in
the English East Midlands.
McQueen has announced an alliance with Pandesic LLC, the Internet
company founded by Intel and SAP. The alliance combines McQueens global fulfillment
and customer support services with the Pandesic e-business solution. Mosaix has
announced it has been certified by the Japan Approvals Institute for Telecommunications
Equipment (JATE) for its ISDN-compatible call management system, the Mosaix 5000.
NICE Systems Ltd. and Siemens AG have announced an agreement under
which Siemens will market and distribute NICEs CTI products.
Periphonics Corporations U.K. Operations in Camberly,
England has attained ISO 9001/ TickIT registration, the British scheme devised to augment
the ISO 9001 registration process and facilitate the achievement of quality software
Newfoundland & Labrador has announced two new call centers in
St. Johns, the provinces capital city. BPS Imaging Partnerships call
center operation, which opened in early September, has grown beyond its original plan and
has expanded to employ almost 210 people. CABOT Call Centre, the latest expansion of a
larger Canadian service agency, has created 200 new, full-time jobs for the province.
Prism Solutions, Inc. has announced the appointment of CSA
Malaysia, a systems integration firm, as the sole distributor of Prisms data
warehousing, data mart and data quality solutions in Malaysia.
Quintusï¿½ Corporation has announced IBMs Customer
Relationship Solutions Group (CRS), Japan, will immediately begin distributing
Quintus CustomerQï¿½ and ImpaQ enterprisewide customer support software as
integral components of IBMs call center solutions for the Japanese market.
RELTEC Corporation has announced multimillion-dollar plans to
develop products for the global telecommunications industry from its recently acquired UK
factory in Northern Ireland. The move requires 75 additional staff at the plant which
makes power supply units, high performance cable assemblies and fiber optic products.
Rockwell Electronic Commerce Division has announced the extension
of language capabilities for its call center systems solutions and the meeting of the
necessary regulatory approvals to expand into each new country whose language is
supported. Rockwell has also made the necessary changes in the assembly of its
Spectrum ACD to further facilitate entry into foreign markets. Rockwell ECD and
Ericsson Australia Pty. Ltd. have announced a partnership for Australia, New Zealand and
Papua New Guinea. This alliance is designed to capture a major share of mission critical
call center business in banking, transport, telecommunications, utilities and government.
Ericsson will sell, distribute and service Rockwells integrated call center ACD and
related peripheral systems, including CTI and electronic commerce solutions. These
products will be marketed as an Ericsson offering.
Sykes Enterprises, a U.S. software specialist, has acquired the
British company McQueen International, which makes and distributes of software under
license and operates multilingual call centers. The deal was worth more than U.S. $120
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Davox Corporation, a provider of call center management
technology, has announced that former Lucent Technologies Call Center business unit vice
president Louis Marianacci has been named president of Davox. Mr. Marianacci will report
to chairman and CEO Alphonse M. Lucchese, who will retain operational control of the
The Hibbert Group, a comprehensive marketing services firm, has
announced that William J. Walsh has been named president and CEO. Thomas Moonan and
Timothy Moonan have been promoted to co-presidents of the Trenton, New Jersey organization
of The Hibbert Group.
Richard Mace has been appointed president and COO of Network
Programs, Inc., a provider of business and operations support systems to the
InterVoice, Inc., a supplier of automated call processing and
telecommunications solutions, has announced the promotion of Al Samball to vice president,
network services line of business. InterVoice has also announced the promotion of Fred
Rodriguez to vice president and managing director, Latin America.
IEX Corporation, a developer of products for telecommunications
carriers, call centers and private networks, has named Leo Toledo director of call center
sales. IEX has also appointed Art Olender as director, international call center
Michael R. Bruce has been appointed to the board of directors of
Syntellect Inc., a provider of interactive communications. Syntellect has also announced
the appointment of Dottie Fromm as western regional vice president of sales.
Ron Weber and Associates, Inc., a teleservices agency, has named
James Loveless as vice president of sales, replacing Joan Mullen who has moved on to vice
president of industry relations for the firm. Jared Weber has been promoted to vice
president of client services.
Carol J. Meier has joined GN Netcom/ Unex, a manufacturer of
telephone headset systems, as vice president of marketing.
Doug Sauer has joined Harris Select Communications, a
telemarketing service agency, as business development manager.
TeleSpectrum Worldwide Inc., a provider of direct marketing and
customer care services, has announced that Benjamin F. Callahan has been promoted to
senior vice president, sales.
Robert M. Krueger has been named senior vice president of
development at Centigram Communications Corporation, a provider of messaging and
Platinum Communications, an authorized Lucent dealer, has
announced the following appointments: Lisa M. Miller has been promoted to corporate vice
president; Valerie E. Mason has been promoted to sales support supervisor; and Michael J.
Scanelli has been promoted to branch manager, Eastern region.
Joseph G. Doody has been appointed to the senior executive
management team at The Sutherland Group Ltd., a provider of outsourced customer management
Pioneer, a partnership between Long Lines, Ltd., Northwest Iowa
Power Cooperative and MCI, has named Kenneth R. Hoefle to the new position of vice
president for business development.
Bruce Laskin has been named vice president of product development
and Thomas Ballinger has been named director of sales at Real Time Strategies, a provider
of wireless call processing and networking platforms.
The Info Group, a provider of enterprisewide telemanagement and
call center information systems, has announced the following: Timothy Galvin has been
promoted to channel sales manager; Larry McAllister has joined the company as marketing
manager; and Jed Toohey and Scott Tate have been hired as regional sales managers.
Stream International, a provider of outsourced technical support
services, has appointed Jon Mattei as director of corporate multivendor services. Stream
has also named James Dunn as the new site director for the companys Beaverton,
Oregon call center; and James Spisak will head Streams Memphis, Tennessee site.