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- Telemarketing Software For Windows
3D Software Services has announced it now offers a Windows version of TelePrompt software
(version 1B) that will allow the user to select a contact from a list in the main screen
and tab to a profile edit, multiple item, unlimited notes or call history screen. The
Windows version is available for Windows 95 or Windows 3.x and can use local files or
client/server databases. The local files supported are FoxPro, Dbase and Paradox.
Client/server databases are Oracle, Sybase or any ODBC 2.0-compliant database. For more
information, contact David Cushman Griffis at 415-574-0178.
- Two New Headsets
ACS Wireless, Inc. has announced the release of two new headsets. The Expression(TM)
headset is designed for image-conscious business professionals who thought they would
never wear a headset. Weighing only 0.9 ounces, the Expression features a self-positioning
receiver that can rest on either ear, a patented ear-lobe hinge that adjusts to the
individual to provide stability and a custom fit, and a slim, tapered microphone boom with
noise-cancelling capabilities. ACS also announced the release of the Applause(TM) series
of monaural and binaural headsets, which provide a low-profile receiver with soft foam ear
cushion(s) mounted on a rotating ball joint that precisely positions either style on an
individual's ear(s). Applause's custom fit ability is designed to allow users to
appreciate its rich bass sound quality, and its noise-cancelling microphone and amplifier
are designed to deliver communications without 95 percent of the background noise. For
more information, contact Cynthia Zumwalt at 408-461-3281.
- Topic Management System
Appintec Corporation has announced the introduction of ActionWare400(R) (AW/400(R)),
designed to allow AS/400 users to manage a database of contacts and activities with a
single keystroke. AW/400 was evolved from Appintec's contact/activity management system,
TeleMagic/400, a relational database to support information management in the AS/400
environment, functioning both as a personal and group information manager. Additional new
add-on products include CallProWare(TM), CallCenterManager(TM), FastFaxWare(TM) and
ActionMail(TM). Key features of AW/400 include: data manager for business contacts;
activity manager, an automatic tracking system; campaign management, which provides
integrated scripting; on-line mail handling and electronic mail; inbound/outbound call
handling; and individual and group productivity tools. For more information, contact
Monica Samaniego at 510-450-1550.
- Ergonomically Correct Chairs
BodyBilt Seating has announced the release of its Zero Gravity K-Series chairs. Studies of
astronauts resting in the zero-gravity environment of space show that the body's natural,
stress-free posture was a trunk-to-thigh ratio of about 128 degrees. This ratio places the
various parts of the musculoskeletal system in correct alignment, and facilitates proper
breathing, digestion and circulation. BodyBilt's line of seating was developed to help
users approximate that zero-gravity posture while working. BodyBilt chairs have a variety
of special armrests, the Linear Tracking Arm(TM) and Pivot!Arm(TM) that are designed to
prevent Carpal Tunnel Syndrome and other repetitive stress injuries. The contoured seat
was initially based on the design of an English saddle, a design that reduces seated
pressure by as much as 50 percent. All BodyBilt chairs come with a computerized owner's
manual called the On-Line User's Guide, which allows seated workers to access specific
remedies for lower back pain, neck and shoulder tension and other aches and pains commonly
associated with long-term seated posture. For more information, call 214-233-8504.
- Workgroup Information Software
Commence Corporation (formerly Jensen-Jones, Inc.) has announced the introduction of
Commence 3.1, an upgrade of Commence 3.0 Workgroup and Personal versions. Designed to meet
the business needs of corporate departments and small to mid-sized businesses, the
software enables users to manage their business information across networks and within
workgroups, including remote users and off-site locations. New features include: improved
Views and Forms due to improved reporting capabilities that allow items to be grouped,
with optional subtotals for each group; new tools such as Find & Replace, a Floating
Tool Bar, Tiled Views for either horizontal or vertical display, and Drag and Drop
Filters; and an improved desktop that allows each desktop to have a unique View Bar, View
Menu, and Agents. Commence 3.1 also offers increased protection and improved agent
features for task automation. For more information, contact Monica Felsmann at
908-530-4666, ext. 203.
- Skills-Based Routing Product
Cybernetics Systems International and BARD Technologies, Inc. have announced the release
of callLAB Professional, a skills-based routing companion product designed to assist users
of WorkForce Manager Professional (a Windows-based forecasting and scheduling system) in
optimizing schedules for their call centers. The current version of WorkForce Manager
Professional gives the user the ability to forecast and schedule in a skills-based routing
environment. callLAB Professional is designed to give the user the ability to test the
results of the schedule prior to implementing it. The schedule created in WorkForce
Manager Professional is optimized based upon performance predicted by callLAB
Professional. This iterative process will enable WorkForce Manager to produce a schedule
that best utilizes available call center resources. For more information, contact Lori
Fratilla at 305-529-0020, ext. 3015.
- Faxing From The Web
CyberData, Inc. has announced the availability of its Select-A-FAX fax-on-demand service
on the World Wide Web. Using a home page on the World Wide Web to display an index of
product literature has proven to be an excellent tool for customer service or sales
personnel to select and send sales literature to those who request it. Each requested
document is selected with a click of the mouse by the customer service/sales
representative on the Internet home page and then delivered via fax to the requesting
party along with a custom cover note. Select-A-FAX can also be activated with e-mail. A
formatted e-mail message generated at a client location can be forwarded to CyberData's
host computer (where the client's product literature is stored) across the Internet to
request product literature to be faxed to a specified party with a custom cover note. For
more information, contact Theo Mavros at 516-942-8000.
- Fax Developers Kit For Unix
GammaLink Inc. has announced the release of its GammaFax Developers Kit (GDK) for Unix
1.1. The GDK for Unix 1.1 provides the software and utilities needed to create fax
applications in SCO(TM)Unix, Interactive(TM)Unix and Unixware(TM)2.0 operating systems.
The GDK for Unix 1.1 provides developers the capacity to build a 60-channel,
send-and-receive fax system in Unixware 2.0. It features T.434 Binary File Transfer,
providing the capability ofsending binary files at speeds up to 14.4Kbps with Error
Correction Mode. GammaLink's fax board product line features 14.4 Kbps
transmission/reception, MR (Modified READ) and MMR (Modified Modified READ) data
compression, dual-tone multifrequency (DTMF) detection, and Error Correction Mode. For
more information, call 408-744-1400.
- Software Evaluation Guide
Information Management Associates, Inc. (IMA) has announced the availability of its newly
developed Software Evaluation Guide. The guide is available to help companies that are
looking into starting a call center or revamping their current operation to evaluate their
needs and decide upon their functionality requirements. Respondents work through a
Software Functionality Checklist of several major areas of concentration, including
telemarketing, customer service, field sales and computer-telephony integration, and rate
each item on its importance to their organization. The worksheet format is designed to
encourage respondents to think about the functionality they need and consider what would
enhance their operation. For more information, contact Kathy Corry at 203-925-6831.
- Web Browsing With Pre-Paid Phone Card
Interactive Media Works, LLC (IMW) has announced the introduction of its sampleNET CardSM
(patent pending). Distributed as a promotional premium, the sampleNET CARD awards
consumers a pre- determined amount of time either to make long-distance calls or surf the
Web. With the sampleNET CARD, consumers first call an 800 number that instructs them to
input their card's unique PIN (personal identification number). They are then prompted
either to make a long-distance call or to leave their name and address if they want IMW's
proprietary sampleNET Web access software mailed to them. After installation, the user's
computer accesses the Internet and uses the same PIN to activate the browsing time. The
Internet connection is made through local phone numbers of one or more national Internet
access providers, lowering sponsor costs. Whenever the sampleNET software is used, it
automatically connects to the Internet via the advertiser's home page, guaranteeing that
the Web site will receive repeat visits each time the user logs on. For more information,
call 913-385-0055.
- Staff Planning & Monitoring Software
Interface Solutions, Inc. has announced the release of Software Tools For Call Center
Manager(TM) with Staff Planner version 5.0, Call Monitor version 3.0 and Staff Scheduler
version 1.5. Staff Planner Version 5.0 includes new features that allow the user to define
time intervals for service level and handle time, which can be independent of each other,
to allow the user to set different performance levels for different times of the day.
Additionally, reporting has been enhanced with staffing versus demand and
"slack" bar graphs by time of day. Call Monitor version 3.0's new functions
include a planning and scheduling feature. This feature uses individual performance levels
to determine the sequence of the individuals and the number of calls to be monitored for
each individual. A "to be monitored" scheduler will present the "to do
list" of pending monitoring sessions. As monitoring schedules are completed, the
individual will be rescheduled. Version 3.0 also includes the Client Performance Reporting
function for reporting service quality. For more information, contact Paul Lucking at
970-668-0695.
- A Quintet Of New Lists
JAMI Marketing Services, Inc. has announced the availability of five new lists. The
Sweepstakes Winning Hotline list contains highly responsive buyers of sweepstakes and
premium incentive offers; the America's Elite New Credit Card Issues list contains new
credit card holders; the Angel Times(TM) Magazine list contains highly responsive, mostly
female subscribers to a growing, new publication about angels; the New Home Owners
Superfile is one of the largest, most extensive new homeowners lists on the market; the
Fiesta Marketing - Hispanic Buyers list features direct mail buyers of astrological
forecasts and sweepstakes targeted to the Hispanic market. For more information, call
914-620-0700.
- UPS Series
MINUTEMAN has announced the introduction of the MINUTEMAN Pro Series of uninterruptible
power supplies (UPSs). The Pro Series are available in 280, 420, 650, 1,000 and 1,400 VA
units. Line- interactive boost and buck capabilities extend the voltage range of input
power that the UPS can use without going into battery modes. The series also guards
against spikes, surges and brownouts. A built-in microprocessor enables the bidirectional
communications capability needed to work with MINUTEMAN's LANMASTER power management
software. This software option offers safe, unattended shutdown capabilities and several
power management functions. The series also has the ability to automatically sense the
frequency of the incoming power and adjust itself accordingly. In addition, the series has
an automatic self-diagnostic test, which is performed every 14 days, and a user- enacted
test. For more information, contact Bill Allen at 214-446-7363.
- Call Center System
Pyderion has announced the availability of its Integrated Call Center System(TM) (ICCS).
The ICCS architecture is designed to allow a company to start with a basic application and
then expand as the needs of the company grow. The base ICCS system collects real-time data
on the multiport control card processor. This multitasking capability extracts and stores
the pertinent data from the CBX/PBX into a standard relational database format. The base
system also provides the ability to store the raw data for a period of time to reprocess
if necessary. A terminal emulator lets the user pass through ICCS and be on- line to the
user's switch to see exactly what the user's workstation is receiving. Software
application modules for the ICCS include Visual Display in real-time, Wall Display,
Standard Reporting, Forecasting, Scheduling and Real-Time Agent Adherence. For more
information, call 800-685-3180.
- Support Services Group
Principals from The MUNS Group, SAGE, The Knowledge Company, Help Tech and Enterprise
Solutions, along with Char LaBounty, former director of membership services for Help Desk
Institute, have announced they have formed Renaissance Partners, Inc. Renaissance Partners
has acquired the assets of The MUNS Group and will combine these assets with the existing
operations of the additional enterprises. The existing clients from each enterprise will
continue to be served by Renaissance Partners. Renaissance Partners helps clients develop
support services as a strategic leveraging point for improving organizationwide business
performance. Renaissance Partners provides services throughout North America and around
the world, including: operations; technology; outsourcing assessments; organizational
development; team building; staffing analysis; process reengineering; market and customer
research; project planning and project management; and training. For more information,
contact Lon Hendrickson at 719-481-3823.
- New Call Center Software
Rockwell International Corporation, Switching Systems Division, has announced the release
of two new call center software releases. The new release of Rockwell's Spectrum(TM)
system software includes the following enhancements: call trace, which records
step-by-step events as a call flows through a routing sequence; enhanced monitoring, which
allows service quality monitoring of calls from any location; intelligent networking,
which allows distribution of calls along multiple locations; and single-cabinet
redundancy, which provides full system redundancy without requiring a second cabinet.
Rockwell's Switching Systems Division also announced the release of Total ReCall
Reports(TM), the first of Rockwell's Vision Suite(TM) family of call center productivity
tools designed to work consistently with Rockwell's proposed Information Gateway
Architecture for Call Centers client/server solutions. It offers easy access to historical
data stored on Rockwell's Call Center InfoServer(TM) as well as information sources. Total
ReCall Reports comes with a wide range of essential call center report templates. The
templates are organized into three key categories: System Management, Network Resource and
Staff Management. Users can create custom reports and can also import artwork or graphs
from other applications into their reports and incorporate report data into other Windows
applications. For more information, contact Ralph Schoen at 708-960-8111.
- New Telemarketing Service
Telemarketing service agency Telnet Systems, Inc. has announced the introduction of SAM, a
Small Account Management service. Telnet service representatives assigned to SAM customers
are thoroughly trained on the client's products, policies and procedures and made
responsible for selling products, introducing promotions, price changes, etc. The TSR
calls his or her assigned accounts as often as the client desires. When a customer
initiates a call, it is always handled by the same Telnet TSR. Telnet says having
customers always deal directly with the same person quickly establishes the rapport and
confidence that builds sales at low cost that would otherwise be lost due to lack of
consistent contacts by the client's field sales staff. For more information, contact Jerry
Ray at 612-895-8307.
- Help Desk For Mac And Windows
Teubner & Associates, Inc. has announced the release of ESP, The Expert Support
Program, a help desk system with cross-platform capability that allows it to run on both
the Mac and on Windows and access the same set of ESP data from either workstation. With
ESP's Fuzzy Logic Search (FLS) techniques, no programming is required and all solutions
are presented in search results displays and are ranked in order of highest probability.
ESP has the ability to retrieve a valid solution as long as some part of the search input
is valid. Other features include: ESP Li@ison, which allows customers with Inter/intranet
access to access their ESP knowledge base using a WWW browser; call logging, which, if a
caller is unknown to the system, allows the help desk agent to enter the caller from the
same call logging screen and then create the caller record behind the screen; and
licensing of the ESP source code. For more information, contact Laine Medina at
916-432-3710.
- Windows-Based ACD
Dees Communications has announced the availability of Mediator Direct, a Windows-based ACD
(automatic call distributor). Designed to provide a cost-effective solution to the
under-20-agent call center in a Centrex environment, Mediator Direct provides a fully
functional ACD with comprehensive reporting and customizable queue announcements.
Installation is done on a standard IBM-compatible PC, the Dees Mediator hardware
interface, software and two Meridian(TM) Digital Centrex lines, eliminating the need for
the installation of ACD software on the DSM100(TM) Central Office Switch or the
installation of an on-premises ACD switch. Mediator Direct utilizes the Dees Mediator
platform that incorporates Digital Signal Processor (DSP) technology that allows Mediator
Direct to process and queue calls as well as play custom greetings to queued calls with
its 8Kb voice compression algorithm. Mediator Direct includes: Queue Status Summary, Agent
Status Summary, Abandoned Call Rate, Average Hold Time, Average Talk Time and more. For
more information, contact Garry Shearer at 604-946-8433.
- Half-Size Voice Board
Dialogic Corporation has announced the availability of the DIALOG/4(TM), a four-line voice
board in half-size format. The DIALOG/4 supports a full range of operating systems and
runs on Windows 95, Windows NT, UNIX, NetWare, OS/2 and DOS. It provides four telephone
line interface circuits approved for direct connection to analog loop-start lines and is
widely scalable within the family of two- and four- line products. With the DIALOG/4,
developers can create voice mail and messaging applications, interactive voice response
(IVR) programs and telemarketing solutions, among other computer-telephony applications. A
Digital Signal Processor (DSP) and general-purpose processor with 512k of memory compose a
dual-processor system that offloads the PC host and frees it from complex applications. Up
to 16 DIALOG/4s can be supported in a single system to allow growth up to 64 ports.
Downloaded firmware algorithms, Dialogic's SpringWare, enable variable voice coding, DTMF
detection, DTMF cut-through and talk off/play off suppression and global network signaling
over a wide variety of telephone line conditions. For more information, call 201-993-3000.
- Global CTI Software Products
Genesys Labs has announced the availability of the Genesys Labs Product Suite, which
connects to a wide range of popular automatic call distributors (ACDs) and switches and
includes the following: T-Server, CTI middleware that integrates public or private
switches, ACDs, IVRs, voice mail systems and predictive dialing technologies with other
software applications; Call Router, software that makes routing decisions for single and
multiple networked call centers based upon calling line identification (CLID), dialed
number identification service (DNIS), agent skills and caller history; Call Center
Manager, software that provides a real-time display of inbound, outbound and internal call
center events from Genesys Labs products and other intelligent resources such as
application software, IVRs and ACDs; Campaign Manager, software that delivers predictive
dialing capabilities to a call center and implements inbound/outbound call blends; Call
Concentrator, software that enables cradle-to-grave reporting of voice and data devices
and targeted applications by depositing that information into a supported relational
database management system (RDBMS); Softphone, screen-based telephony and other software
tools that provide telephony events to existing customer applications; Video ACD(TM),
software that supports voice, data and video call control for multimedia-enabled call
centers; and T-Object 95(TM), a point-and- click development tool in Visual Basic that
allows end users to combine and invoke features from telephone networks, Genesys Labs
Applications and Microsoft Windows NT/95 packages. For more information, call
415-588-5149.
- Call-Routing Software
GeoTel Communications Corporation has announced the availability of Version 1.3 of its
Intelligent CallRouter (ICR) software. It is a telephony software solution that provides
call-by-call routing to multiple, geographically dispersed agent groups. The ICR creates a
virtual call center network by linking agent groups across different automatic call
distributor (ACD) platforms and 800-number providers. Version 1.3 includes more than 15
new features and enhancements. General areas include support for interface protocols for
all three major interexchange carriers (AT&T, MCI and Sprint), the inclusion of
additional switch interface support, upgrades to previously supported switches, customer
database routing, SNMP support, automated installation procedures, the addition of
Post-Routing(R) capabilities for the AT&T Definity G3 switch, fault tolerance on the
Northern switch and distributed system synchronization. With Version 1.3, the ICR exceeds
the network interface specifications, service performance requirements and responsiveness
test standards of AT&T, MCI and Sprint, making it the only enterprisewide call
distribution system to exceed the testing and benchmarking standards of all three major
interexchange carriers. For more information, contact Nancy Pieretti at 508-486-1149.
- Video Call Centers
Intecom has announced it will make available EyeSite(TM), a video product designed for end
users who can benefit from PC-based applications supplemented by personal interaction or
product demonstrations via video. EyeSite relies on an ISDN-capable public or private
network to provide connectivity between the video call center and remote customers. The
Intecom E, an enterprise networking system with call center functionality, is the core
platform. Intecom's Incite video products are integrated with the Intecom E via CTI links
to create a true video call center. The remote customer interface will operate through
video kiosks equipped with one or more vendor-specific PC-based application. Intecom plans
to begin shipping EyeSite in the third quarter. For more information, contact Roxanna R.
Cavazos at 214-447- 8085.
- Client/Server Telemanagement System
ISI Infortext has announced the introduction of Infortel-ETS(TM), its new client/server
telemanagement system. It is designed to provide a single, relational database that is
fully integrated with modules for call accounting, billing, network fault management,
cable/facilities management, asset management and automatic switch interface (ASI).
Infortel-ETS was designed for larger, multiple-site organizations with 5,000 stations or
more. Because the entire system is served by a single, unified client/server relational
database, the integrity of all data is ensured and the most current and comprehensive
information is maintained. Infortel-ETS employs and supports Windows clients, Dynamic Data
Exchange, Infortel-ETS APIs, open database connectivity, TCP/IP, Windows SNMP, UNIX
servers and Windows sockets. For more information, contact Mitch Weiss at 800-366-6550.
- Incoming Network Management Tool
MCI has announced the release of MCI Call ManagerSM, a network management tool for major
call center customers. The service automatically directs individual calls and balances
loads across multiple agents completely within the MCI Intelligent Network. For call
center customers, the MCI Call Manager processes calls in the network, freeing them from
maintaining equipment at their premises. Within a fraction of a second, the network-based
MCI Call Manager analyzes and directs each incoming call based on customer-specific
policies or other pre-defined conditions. This rules-based routing allows the MCI network
to automatically adapt to changes in call volumes and staffing resources for each
destination in the network. On a call-by-call basis, MCI Call Manager sends the calls to
the agent location that most closely matches the caller's profile and service
requirements. By combining knowledge of the caller that is gained via automatic number
identification (ANI) or customer-entered digits (CED), and the characteristics of the
possible answering locations via live ACD feeds, each call is directed to the group of
agents and the location best suited to handle the subject of the call without transfers or
extended hold time. MCI developed the new network management tool in conjunction with IEX,
a software development firm. For more information, contact Paul Adams at 800-644-NEWS.
- Enhanced Call Center Capabilities
SRX has announced the availability of OmniWorks(TM) Release 2.0. OmniWorks Release 2.0
supports eight simultaneous CTI links to different host computers, enabling call center
applications to search effectively through a company's entire information resource and to
deliver customer facts to agents. Searches can be launched by public network information
such as automatic number identification (ANI) or dialed number identification service
(DNIS), customer-entered digits (CED), or an unlimited range of OmniWorks decision
parameters. This information is used for screen pops, to connect callers to automated
services or to personalize routing of individual calls. Release 2.0 allows an agent to
transmit automatically relevant information from a fax library or transfer the caller
directly to specific audio messages. It also can display up to five questions on agent
telephones. Through these questions, agents can collect facts about the transaction during
or after the call. Release 2.0 also supports up to 15 OmniWorks InfoBoard messaging
display units. Each user-defined color display can show any information available to the
supervisor. Individual boards can be tailored to specific agent teams. For more
information, contact Ly'nne Grignon at 214-985-2742.
- Telephony Toolkit
Technically Speaking, Inc. has announced the availability of ReadIt, software-only
text-to-speech conversion tools for Show N Tel(TM), Technically Speaking's
computer-telephony application development environment. Based on Berkeley Speech
Technolo-gies' BeSTspeech TTS-Soft(TM) text-to- speech technology, ReadIt is designed to
make it easy for developers to add advanced speech synthesis functions to messaging,
interactive voice response and other telephony applications. ReadIt allows Show N Tel
applications to support up to 30 concurrent synthesized speech processes on any
Pentium-class PC without dedicated text-to-speech processing boards, eliminating the cost
and support demands of additional system hardware. Since text-to-speech resources can
"float" from phone line to phone line as needed by callers, a single system can
share text-to-speech resources on up to 96 lines. With ReadIt, text- to-speech
functionality is enabled through Show N Tel development objects called VoiceSentences(TM),
which weave prerecorded speech with variables retrieved from database queries - defined
graphically or through SQL objects - to create an application's voice responses and
prompts. ReadIt allows developers to embed text-to-speech elements in VoiceSentences to
speak the contents of ASCII files, database variables and text input in Show N Tel
VoiceSentence comment files. For more information, contact Al Balasco at 508-229-7777,
ext. 163.
- Network-Based Application Management
Voicetek Corporation has announced the introduction of Generations(R) 3.0, the latest
release of its open and extensible graphical software platform for the development,
deployment and management of computer-telephony applications. Release 3.0 offers enhanced
capabilities in three key areas: management, development and internation- al signaling
protocol support. Using its integrated Simple Network Manage-ment Protocol (SNMP) support,
messages can be sent from within user applications and from Generations' internal system
processes to remote network management systems, such as IBM NetView, Sun Mircrosystems
SunNet Manager, or HP OpenView. The SNMP option enhances existing Generations event
reporting, diagnostic and trouble-shooting capabilities. The CELL BUILDER option enables
users to create reusable Generations functions ("cells") to represent processing
or server interfaces unique to their installation. Designed to support Bellcore's Analog
Display Services Interface (ADSI), the new ADSI option provides a family of applications
cells to facilitate integration of ADSI-based screen telephones, providing users with the
ability to develop a new class of applications that provide the caller with screen menus
and input forms on display telephones. Other productivity enhancements in Release 3.0
include simplified access and order control of SQL queries, enhanced subroutine
development functionality to allow more flexible development of modular applications, and
remote access to relational databases. It also has incorporated additional signaling
protocol support. Specifically, international signaling systems for China, Germany,
Malaysia (Singapore), Mexico, Switzerland, the UK and most of Europe are now supported by
generations. For more information, contact Catherine Jaspersohn at 508-250-7924.
- Brock Announces Internet Strategy
Brock Control Systems, Inc. has announced the first phase of its Internet/World Wide Web
strategy, which includes Brock's own Internet Web site, http://www.broc.com, as well as
new integrated Web solutions which Brock will begin delivering at no additional charge
with its TakeControl(TM) software in mid-1996. Brock will utilize a Microsoft Windows NT
server with Microsoft Internet Information server, the Microsoft Internet Studio Web
authoring tool, and by the second quarter of 1996, Brock will use the Microsoft SQL
Server(TM) database to support its on-line information repositories.
- Davox Web Home Page
Davox Corporation has announced that its new home page is now on-line on the World Wide
Web. The Davox home page offers a variety of company, product, investor and employment
information. The Davox Home Page is accessible via all major Web browsers and provides an
electronic mail feature to allow visitors to request additional information. Davox's Web
address is http://www.davox.com.
- New Name, Headquarters For Innovative
Innovative Telemarketing has announced in has changed its name to Innovative
TeleSoulutions, L.P. to better reflect its mix of business, which in addition to outbound
sales and lead generation also includes specialty inbound calling and telesales
consulting. "We found that many people, upon hearing our name, pictured purely an
outbound consumer sales operation," said Innovative CEO Rod Sanders. "Whereas
our outbound business consists largely of business-to-business calling, our total business
mix also includes a great deal of inbound call taking and consulting." The new
headquarters, in the top floor of a downtown Ft. Worth office building, are designed with
clients in mind. They feature two sizeable guest offices for visiting clients to work
from, plentiful meeting areas and a spectacular view of both downtown and west Ft. Worth.
- InterVoice Issued Patent
InterVoice, Inc. has announced that the U.S. Patent and Trademark Office issued it a
patent relating to computer-telephony integration (CTI) in customer premise equipment
(CPE) and telephone company (telco) call centers. The patent was issued to Daniel Hammond,
InterVoice co-founder, CEO and chairman of the board, and assigned to InterVoice. Said
Hammond, "Though the patent covers a number of areas relating to the handling of
calls into call centers, there are at least two key components of the patent, both of
which offer benefits to callers and call center personnel. First is the system's ability
to transfer callers to multiple applications and to customer service representatives while
retaining unified software control of the calls from inception to termination. Second, the
patent covers the system's ability to monitor and collect information throughout the
duration of a call, and create and maintain, on a call-by- call basis, a single,
meta-record of the entire call."
- Telephone To PC Through USB
Mitel Corporation has announced it has demonstrated the world's first telephone-to-PC
connection using the Universal Serial Bus (USB) during the Universal Serial Bus
Developer's Conference in Santa Clara, California. Mitel's demonstration of an actual USB
telephone marks the arrival of USB telephony, a new class of PC peripheral. PCs can now be
telephony-enabled simply and easily without having to open the box while providing the
same level of functionality as traditional plug-in card solutions. Designed to provide a
standard, low-cost, "plug-and-play" interface between PCs and peripherals, the
Universal Serial Bus brings higher speed PC-to-peripheral communications, allows for hot
attach/detach of peripherals and provides for the connection of multiple devices to a
single serial port. Mitel also announced the launch of its World Wide Web site on the
Internet, which can be accessed at http://www.mitel.com. Containing product and corporate
profiles, career information, news clippings, press releases, customer profiles and sales
information, the Mitel WWW site has been designed to offer a thorough overview of Mitel's
products, services and human resource needs.
- Aurora Systems To Be Acquired By Comdial
Aurora Systems, Inc. has announced it will be acquired and become a wholly owned
subsidiary of Comdial Corporation. Aurora Systems is a supplier of computer-telephony
integration (CTI) software and is the manufacturer of FastCall(R), which runs on the
Microsoft TAPI and Novell TSAPI standard CTI platforms. Comdial Corporation is a designer,
developer and supplier of a broad range of advanced telecommunications products and system
solutions based on CTI. Aurora will continue to be led by Paul M. Gasparro, CEO, and
Maryann P. Walsh, president, and will remain in its Acton, Massachusetts headquarters.
- Discount Acquires Great American Events
Stuart Discount, president of Tele-Response Center Inc., has announced that he has
acquired Great American Events Inc. of Parkersburg, West Virginia, for an undisclosed
amount of cash. Discount said that he purchased 100 percent of the Great American Events
stock and has taken over the management of the firm, which provides tele-fundraising
campaigns for law enforcement and fire associations throughout West Virginia. In addition
to its Parkersburg headquarters, the company will continue to operate offices in
Huntington, Morgantown and Wheeling. Discount also notes that he plans to expand the
company's client base and create more employment opportunities within the state.
- Harte-Hanks To Merge With DiMark And Acquire Stake In SiteSpecific
Harte-Hanks Communications, Inc. and DiMark, Inc. have announced that they have entered
into a definitive agreement providing for the merger of DiMark with a wholly owned
subsidiary of Harte-Hanks in a tax-free, stock-for-stock transaction to be accounted for
as a pooling of interests. Under the agreement, DiMark stock holders will receive, in a
fixed exchange ratio without a collar, .656 of a share of Harte-Hanks common stock for
each share of DiMark common stock, which equates to $15 dollars per share based on the
closing price of Harte-Hanks common stock on February 2, 1996. Harte-Hanks also announced
plans to acquire a minority stake in SiteSpecific, Inc., a full-service creative Internet
agency focusing on strategic on-line marketing services and tools. Terms of the agreement
were not disclosed.
- ChekDEBIT(R) Relocates
ChekDEBIT has announced it has completed its expansion and relocation. The new location in
Seminole, Florida, which encompasses 3,600 square feet, is double the size of its previous
location in Seminole. ChekDEBIT employs more than 30 people.
- Dakotah Direct Opens New Facility
Dakotah Direct Incorporated has announced it has opened a new facility for its subsidiary,
Dakotah Reserva-tions Services. The new office is located in Newport News, Virginia and
will handle reservations for the East Coast airline ValuJet. Initially, the facility will
employ 330 people with employment rising to 600 at maturity in July or August of this
year. Housed in a 21,000-square-foot building located at the airport in Newport News, it
will primarily service ValuJet's reservation needs, but will also solicit other inbound
call telemarketing business. This new addition brings Dakotah's employee base to 1,500
nationwide when coupled with its other call centers in DeKalb, Illinois, Blair, Nebraska
and the corporate office in Spokane, Washington.
- Dictaphone/Applied Voice Technology Venture
Dictaphone Corporation and Applied Voice Technology, Inc. have announced a
multimillion-dollar strategic alliance in which Dictaphone will market and support AVT's
voice and call processing systems worldwide under the Dictaphone brand name. The agreement
brings significant technological enhancements to Dictaphone's current line of digital
voice processing systems. Dictaphone will immediately begin marketing and supporting the
product line through its more than 1,600 sales, service and support representatives
worldwide and in more than 190 U.S. cities, and through direct operations in Canada, the
United Kingdom, Switzerland, Belgium, Germany, France and Italy. Dictaphone's dedicated
dealer organizations in 40 other countries will also market the products. Dictaphone will
market the AVT system under a newly created trademark - synergy(TM) systems - a family of
digital computer-based integrated communications management systems. As part of the
agreement, Dictaphone and AVT will collaborate to further evolve the synergy system's
capabilities.
- Davis Software/Samsung Partnership
Davis Software Engineering and Samsung Telecommunications America has announced they have
joined forces to provide a total TSAPI computer-telephony integration (CTI) solution for
the desktop. Davis Software has written TSAPI switch driver software to interface with the
Samsung ProStar DCS key telephone system. The driver integrates with Novell's NetWare
Telephony Services (NTS) allowing these applications to connect to the switch and route or
manipulate calls. NTS is a server-based system for linking telephones and switches to a
computer network. "The marriage of the popular Samsung DCS Key Telephone System with
the Novell LAN NTS provides a significant user empowerment in the business work group
environment," said John J. Holesha, senior product engineer, Samsung
Telecom-munications America. "The result is a modular approach to putting together
business computer and telephony applications."
- Gannett Marketing Companies Form Alliance
Telematch, Gannett Telemarketing, Inc. and Gannett Direct Marketing Services, Inc. have
announced they have launched a joint venture by combining the services they offer to the
rapidly expanding direct marketing industry. The new service group has the ability to
develop and implement direct marketing programs for targeted markets through the combined
resources, capabilities and services of the three units. As a full service provider, the
units offer a complete range of services that include inbound and outbound telemarketing,
telephone number and data appending, database management, data processing, direct mail
solicitation, fulfillment and laser printing.
- AT&T Contracts
AT&T has announced it has won three-year contracts worth at least $56 million with
Westin Hotels & Resorts to provide the telecommunications power behind Westin's growth
strategy. The contracts extend Westin's existing Software Defined Network (SDN) linking
all Westin locations. Also included is AT&T Toll-Free 800 Service to give customers
access to Westin's reservation center. For Westin's guests, AT&T offers
teleconferencing services and "O+" operator services for charged calls. AT&T
also announced that Public Technology, Inc. (PTI), a nonprofit technology organization for
local and state governments, has chosen AT&T in a competitively bid procurement
process leading to a five-year contract worth at least $30 million. Now local governments
and state agencies can sign up for group rates on AT&T long-distance calling,
toll-free calling, cellular calling, switched data services and teleconferencing.
Participating jurisdictions also have the option of AT&T calling cards, allowing
government employees to enjoy group rates when calling from off-site locations.
- Periphonics Contracts
Periphonics has announced that the Vermont Department of Employment and Training has
installed a Periphonics interactive voice response (IVR) system to automate the operations
of its job placement and unemployment compensation programs. "The realization of The
Job Line and The Unemployment Line has allowed the Vermont Department of Employment and
Training to provide improved unemployment insurance services to our clients," said Ed
Orton, project administrator. "The Job Line lets the public learn of all available
jobs, free of charge, from any telephone in Vermont," continued Orton. The
Unemployment Insurance Line permits callers to file for their next weekly benefit, verify
when the last check was written and request district office locations. This information is
accessed with a social security number along with a personal identification number.
Periphonics also announced it has installed its VPS/VAS IVR technology at PacifiCare
Health Systems, based in Cypress, California. PacifiCare provides service for 1.7 million
members in six states through multiple organizations. "Our first application,"
said Brad Kobayashi, PacifiCare's development manager, "was developed to support our
HMOs in Florida, Oregon, Texas, Oklahoma, California and Washington. This application
allows hospitals and providers to verify patient eligibility with PacifiCare. The second
application we developed was the Pharmacy Benefit Maximum Verification system. This
application was developed for members of our Secure Horizons program, who have a
pharmaceutical dollar limit each year. They can call into the system to find out the
remaining balance allowed under their benefit."
- Government Purchases Rockwell System
The Switching Systems Division of Rockwell International Corporation has announced the
sale of a Spectrum(TM) Integrated Call Center System to the U.S. Office of Personnel
Management, headquartered in Washington, D.C. This Spectrum system is used by an estimated
population of 2.3 million government retirees to obtain information regarding their
retirement annuity, make adjustments to health benefits, tax withholdings and life
insurance. The calls will be handled by 59 agents located in Washington, D.C., with a
remote center located in Boyers, Pennsylvania using 49 agents. Recently, the Office of
Personnel Management added 14 more agents to handle the Retirement Tax Department's calls
at the Washington location. In addition to offering retirement information, the Rockwell
system supports a private congressional and senatorial hot line to allow inquiries by
Congress and the Senate into retiree concerns. This Spectrum application involves
connection with several PBXs, one located at the remote site, and a voice response unit.
The Spectrum system will collect caller names and addresses in order to receive various
retirement forms when requested.
- ICT Group Opens Center In St. John
ICT Group, Inc. has announced the opening of a call center in Saint John, New Brunswick,
Canada. The 8,000-square-foot facility will specialize in marketing to the financial
services and insurance industries. At full capacity, it will have 80 predictive dialing
stations staffed by nearly 250 telephone sales and service representatives working
multiple shifts. The Saint John area was chosen for this center because of its strong,
bilingual (French/English) workforce, its pro-business government and its
state-of-the-art, fiber-optic digital telecommunications infrastructure. ICT Group employs
more than 275 professionals in management, sales, systems and operations and 3,000 TSRs
and research interviewers. With 22 telemarketing call centers in nine states, Europe and
Canada, it supports outbound as well as 800 inbound calling for domestic and multinational
corporations and institutions.
- Puerto Rican Service Agency
Servitel, Inc., located in Hato Rey, Puerto Rico, has announced it has begun offering
telemarketing services and consulting services. Telemarketing services offered by Servitel
include: sales promotions, surveys, promotions for services and products, appointment
making, promotions and mailings, and other telemarketing applications. As consultants,
Servitel offers seminars, workshops, training and conferences, as well as consulting for
in-house telemarketing departments. As an additional service, Servitel provides its
clients with a monthly newsletter about telemarketing. For more information, call
809-763-3868.
- Voysys/CSK Distribution Agreement
Voysys Corporation, a supplier of voice communications systems, and CSK Corporation, one
of Japan's largest software companies, have announced that CSK will distribute Voysys'
voysAccess interactive voice response (IVR) toolkit to the Japanese market. Under the
terms of the agreement, CSK will translate VoysAccess for Japanese users, and develop and
market complete IVR applications to key vertical markets in Japan. VoysAccess is a family
of IVR toolkits that provides developers and value- added resellers with the tools they
need to build telephony applications without prior telephony experience. Currently,
VoysAccess is compatible with most popular programming languages, including FoxPro, Visual
FoxPro and Visual Basic. CSK will distribute the Visual Basic version of VoysAccess, which
includes VoysDesigner for quick generation of Visual Basic source code and an OLE custom
control (OCX) for adding telephony functions to any database application.
- Watts To Open New Center
Watts Communications Ltd. has announced it will open a call center in Charlottetown,
Prince Edward Island. The new center, when fully operational, is expected to create 240
full-time jobs and will be located in the West Royalty Industrial Park. "This is
great news for Charlottetown and for the entire province," said Premier Catherine
Callbeck. "We are making progress in developing new industries to supplement our
traditional ones. I am very proud that we have been able to attract such a reputable
company with a solid track record. They are bringing good, relevant, full-time employment
to Islanders." Colin Taylor, president of Watts Communications Ltd., added, "It
is our intention to establish a long-term presence on the Island. We are proud of our role
as employers and developers of people. We look forward to partnering with Enterprise PEI
and Island Tel to the benefit of all involved."
- Edify Corporation, a provider of software for interactive services, has announced the
appointment of Dr. Stewart Schuster to its board of directors.
- Telemarketing service agency Custom Telemarketing Services, Inc. has appointed Richard
F. Madzel as senior partner.
- List and computer services provider Database America Companies has named Jule Albanese
as vice president of national sales for its List Services Division.
- Gloria Osborn has been promoted to vice president of sales and market development for
telemarketing service agency MATRIXX Marketing, Inc.
- Professional services provider Arthur Andersen has announced the following appointments:
Kelly Klute, consulting manager, to its U.S. National Communications Practice; Michael
Mullineaux, consulting manager, to its U.S. National Telecommunications Practice; and Rick
Rolph, senior manager, to its U.S. Communications Industry Practice.
- Check-over-the-phone service provider ChekDEBIT(R) has announced the following
appointments: Jeffrey Ray as marketing director, Andrea Constantine as marketing assistant
and Connie Tewksbury as assistant to the president.
- Coherent Communications Systems Corporation, a provider of voice enhancement technology,
has announced the following appointments: Dan Wonak as vice president of operations, Ed
Pruitt as vice president of manufacturing, Kirk Kern as wireless sales manager and Sperry
Kaler as wireline sales manager.
- Teleconferencing service provider Connex International, Inc. has announced the following
appointments: Michael Bowman as technology manager of Connex's Lawrence, Kansas facility,
Diana Kitsmiller as teleconferencing manager and B.J. McAlhaney as human resources
manager.
- Victoria Erickson has been named public relations and information manager at
telemarketing service agency Dakotah Direct, Inc.
- Call center solutions provider Melita International has named Kenneth T. Venuti director
of product management.
- John Krug and Bill Castillo have both been named as manager of telemarketing at
telemarketing service agency TeleSTAR Marketing, Inc.
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