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April 1996

New Products...
CTI Products...
Happenings...
Mergers & Acquisitions...
Strategic Alliances...
Contracts and Installations...
Expansions...
International News...
People...

New Products...

  • New Service Agency Opens

    Alpha One Services has announced it has begun providing services from its offices in Chattanooga, Tennessee. Alpha One will provide the following services: appointment setting, audio and video duplication fulfillment, catalog orders, check by phone, collections, consulting, cross-sells and upsells, direct response outbound, inbound, lead generation, lead qualification, fund raising, overflow support and surveys. Alpha Systems is headed by its founder and president, C.G. Mills, who developed his family business to 18,000 employees via telemarketing. For more information, call 423-954-1961.


  • Marine Catalog Database

    American Data Consultants (ADC) has announced it has been appointed to manage the 496,337-name West Marine Catalog Buyers Enhanced Database. The West Marine Catalog Buyers list has been enhanced with data from the nation's largest boat owners file - The ADC Boat Owners Database. This enhancement enables mailers to select specific boat data, as well as additional demographic characteristics. Available boat selections include boat length, propulsion type, manufacturer, year of construction, and more. Additional demographic selections include age, occupation, children, credit cards, spouse name, etc. For more information, contact Scott Howard at 203-358-9909, ext. 602.


  • Two Databases Released With Selections

    Database America has announced the release of two new databases. The PC Buyers Database contains the names of more than 750,000 households that have recently purchased computer equipment. The PC Buyers Database offers a range of marketing selections including household income, presence of children and age range of children, ethnic surname, credit card information, homeowners versus renters, vehicle information, and more. Database America also announced the release of its Food and Wine Enthusiasts Database, which contains the names of more than 127,000 households in the U.S. that have expressed an interest in food and wine. The Food and Wine Enthusiasts Database can be selected by location, ethnic surname, age, income, marital status, presence of children, homeowners versus renters, vehicle information, and more. For more information, contact Greg Thistle at 201-476-2307.


  • New Call Center Software Version

    EIS International, Inc. has announced the release of Centenium call center software version 2.4. Version 2.4 includes three new standard reports: the CallZone report, which enables users to create calling schedules based on the number of phone numbers remaining to be dialed in each time zone; the Diligence report, which provides necessary historical records to show that due diligence was exercised in a calling campaign; and the Agents Results report, which tallies at the end of each call the results agents achieve. In addition, Centenium's international calling features have been enhanced with new date and time displays that correspond to international formats. Other new features include the ability to specify the order in which a record's phone number should be dialed (e.g., home, office, cellular, etc.), an enhanced tape drive utility and new backup and restore functions. For more information, contact Alan Caminiti at 203-351-4800.


  • Document Management For ACT!

    Gemsoft Corporation has announced the availability of Emerald for ACT!, a client/server-based document management system designed for ACT! users. Emerald's open architecture incorporates ODBC, OLE and MAPI/VIM/MHS. It is designed to preserve an organization's infrastructure and investments today in hardware, software and training. Users of Emerald are provided with the following: quick access to contacts' documents with a single mouse click; the ability to save .wpd documents directly into Emerald and open .wpd documents within Emerald; the ability to send out a fax using WinFax Pro by dragging and dropping an Emerald document onto the fax icon; the ability to locate documents using customizable search criteria, including document profile and document contents; easy-to-use security and sharing by the ability to define public, shareable or private drawers and folders; and the ability to use Version Control, Image Annotation, Cross Reference and Activity Tracking to accomplish workgroup functions. For more information, contact Paula Fordin at 603-891-2228.


  • Multipurpose Seating Line

    TRIAD, a division of HAG, Inc., has announced the availability of the TRIAD 6000 line of seating designed for multipurpose use in a variety of applications. This task seating collection offers 14 models within its Vision and Classic Collections with two upholstery details, six arm options, including swing- away and pivot/pinch, and numerous adjustment features. For more information, contact Carl Shatley of Rohl Associates at 910-476-1276.


  • All-In-One Software Package

    MicroConcepts, Inc. has announced the release of its latest version of DialPro, a client/server and autodialer designed for outbound appointment setting or fund raising. DialPro is an all-in-one software package that combines scripting, data query, dial logging and a fast data manager. DialPro has the ability to set up a complete marketing plan in software, and also features setup of variable product pricing offers according to city, state, prefix, ZIP code, street or sequential. DialPro also has dial-up networking features, which means the client does not have to be in the same physical location as the server. Included is an autodialer, which automatically tracks appointments, sales, sales callbacks and callbacks. For more information, call 800-215-3282.


  • 32-Bit Software Developers Kit

    PageMart, Inc. has announced the availability of its 32-bit wireless messaging Software Developers Kit (SDK). The nonproprietary SKD, an upgrade of PageMart's 16-bit kit released last June, enables the software development community to embed wireless messaging into applications based on any 32-bit operating system such as Microsoft's Windows 95 and Windows NT. Both development kits are components of PageMart's Software Developers Program, which provides technical expertise in defining integration paths for advanced one-way and emerging two-way communications. The upgraded SDK is available in a dynamic link library (DLL) format and offers new programming features such as extended file names and multi-threading. In addition, the 32-bit SDK offers the same features as the 16-bit version, including: the ability to send pages to alphanumeric and PC card pager/receivers; unlimited page lengths; support for the industry standard Telocator Alphanumeric Protocol (TAP); group pages; three levels of debug/reporting systems; message log reporting; robust modem support; user-configurable dialing and preference settings; and it runs over existing one-way networks with integration path for PCS (two-way) applications. For more information, contact Catarina Wylie at 214-706-3797.


  • ISDN Surge Protection Module

    Panamax has announced the release of a special surge protection module, the MAX ISDN/LL. The MAX ISDN/LL can be used for ISDN lines, leased lines, high-speed digital modems and T1 digital lines. The new module is designed to be connected with a simple snap-on clip to the MAX 6 AllPath, Panamax's most popular AC protector, which can be combined with a variety of modules for equipment-specific applications. The MAX ISDN/LL has two phone jacks compatible with RJ-11/45, RJ-48S and RJ-48C, and carries the Panamax lifetime guarantee and the $5 million warranty on properly connected equipment. The module has a clamping level of 70 volts, and automatically disconnects from the telephone line under surge and sneak current conditions. An automatic reconnect takes over after the fault condition is no longer present. For more information, contact Carol McClure at 800-472-5555, ext. 3980.


  • Staffing Requirements Software

    Pipkins, Inc. has announced the introduction of Merlang-MTM, a sophisticated system of equations that optimize staffing requirements for skill groups. "Merlang-M is the result of a concentrated research effort here at Pipkins," said James Pipkins, president. "Most call centers are using Erlang-C to calculate how many agents they need throughout the day to handle calls. Unfortunately, Erlang-C is 75 years old, and doesn't mathematically model modern call center environments, especially since the advent of ACD skill- based call routing." Anthony Karre, vice president/marketing, added, "The focus of our effort is to allow our users to ask questions like, `How many staff are needed to provide the required service level?' instead of `What service level will my staff give if they receive a particular number of calls?'" For more information, contact Anthony Karre at 314-469-6106.


  • New Features For Sales And Marketing Software

    The Profits Software Group, Inc. has announced the release of version 5.0 of its PROFIT$ sales and marketing software. Version 5.0 offers a Direct Mail Fulfillment utility that allows for blind mailings; letters and labels may be directed to a company address, without reference to any contact. The ability to relate a letter to an activity permits users to generate any number of different letters by using the new Quick Fulfillment Process, which selects only those activities with related letters and prints them. Users can also print mailing letters and post activities from within Quick Fulfillment. The Quote Worksheet has been enhanced by the addition of the Line Item Worksheet feature, which lets users create a "subworksheet" for every item on the Quote. The new Subtotal utility calculates and displays subtotals at any point in the worksheet. The Secondary Screens Menu is now available within the Quote Worksheet, allowing users to access the variety of secondary screens now available in PROFIT$: Company/Contact Secondary, competitor Screen and the Company/Contact Questionnaires. The ability to quote notes has also been enhanced, to allow for quote "revisions"; up to 26 revisions may be made to a given quote. For more information, contact Donna Weaver at 301-961-8518.


  • Five Telemarketing Training Programs

    Sanders Management Systems has announced the availability of its telemarketing training programs. People PowerSM is designed for employees who have customer contact and all salespeople. TorchSM is a program for executives who are involved in new account development or sales, all salespeople and others who can influence a customer or client purchase. SparkSM is designed for companies where the dollar amount of a typical sale - or the value of repeat business from an account - is sufficient to justify building a large prospect base. Client BondingSM teaches customer service personnel: how to discover the expectations of each major account; how to solidify relationships by meeting those expectations; how to detect early signs of customer dissatisfaction; and the immediate steps to take with each of the four personality types. Sharking For ProspectsSM teaches senior executives: how to network through their current contacts; the subtleties of interacting with prospects so they take the lead in pursuing a relationship with the firm; and how to set up a series of Shark events where prospects meet company executives in a relaxed, nonthreatening environment. For more information, contact Ron Trepanier at 804-355-0539.


  • Sales Automation Software Is Enhanced

    Saratoga Systems, Inc. has announced the availability of a new release of its sales automation software, SPSTM. The new release, SPS 3.5, provides new features and enhancements to the Windows, DOS, 32- bit DOS and OS/2 versions of SPS. These enhancements include support for Microsoft's Open Database Connectivity (ODBC) standard, Microsoft Access, Sybase SQL Anywhere (Watcom SQL), support for DB2 for AIX (DB2/6000), a drag-and-drop schedule planner, an integrated interface to WordPerfect 6.0 and an enhanced graphical user interface. It also provides a more streamlined installation procedure for remote users, one-step appointment scheduling, and an enhanced Help facility, including Cue Cards. Enhancements to the database design facility include support for a free-form text field, which may be added to any record in the database, and a lookup-table function, which can be used to automatically populate the fields in the SPS database. For more information, call 408-371-9330.


  • Under-Monitor UPS

    Tripp Lite has announced the release of the TouchMaster(TM), a slimline uninterruptible power supply (UPS). TouchMaster is an under-monitor battery backup unit that provides 420VA of emergency power to connected equipment. The TouchMaster UPS also has full ISOBAR(R) surge and line noise filtering and up-front switches to control connected equipment. Front panel controls include a master switch to control all connected peripherals and four individual switches to provide separate control of peripherals as needed. Full diagnostic indicator lights on the front panel warn of AC outlet miswiring, low battery charge, AC power present and battery in use. The TouchMaster UPS is also "Internet ready" with RJ-style phone jacks on the rear panel, to protect a connected modem or fax against damaging surges and spikes on the phone line. Six AC outlets (one unswitched) allow for protection of all popular peripherals. The TouchMaster UPS features Ultimate Lifetime Insurance, which protects connected equipment against surge damage or lightning strikes up to $25,000. For more information, contact Marc Vernon at 312-755- 5407.


  • Two-Ounce Headset Line Introduced

    UNEX has announced the introduction of OPTIMA, its new line of two-ounce headsets. Available in four models, OPTIMA is designed to provide all-day, continuous wear without fatigue or discomfort. Two models, the OPT-1N and 2N, feature UNEX's patented noise-canceling microphone technology. The other two (OPT-1 and 2) offer an omnidirectional microphone. The binaural OPTIMAs have a single DuraFlex(TM) cable and two Pure Sound(TM) speakers. Other features include a DuraFlex microphone boom, inline momentary mute, self-docking inline quick release and a stay-put headband. OPTIMA headsets are warranteed for two years from the date of purchase. For more information, contact Martha Boissonneault at 603-598-1100.


  • Help Desk/IS Automation Software

    Utopia Technologies Partners (UTP) has announced the upgrade to version 3.0 of its Utopia/HelpDesk/IS automation software. Utopia 3.0 provides Windows native design, client/server and file server architecture and industry standard APIs. Utopia's application design is configurable and does not require any low-level coding or programming. New modules include Utopia/Change Manager, which offers comprehensive project control tools for monitoring costs, staff resources, scheduling, measuring implications of a change and linking results with help desk and inventory records affected by the change; and Utopia/Audit, which offers automated auditing of systems and configurations. Other enhancements include: customizable toolbars; tile and tab-folder-styled data-entry screen organization; and a variety of desktop components (including color) which are the result of a complete source code upgrade to C++. Utopia also features enhanced reporting because of a new, embedded Crystal Reports v4.5 reporting engine, with a standard collection of predesigned management reports. For more information, contact Laura Rime at 415-464-4500.


  • Customer Interaction Software

    The Vantive Corporation has announced the availability of Vantive Enterprise 5.0, the new release of its client/server customer interaction software solution. Vantive Enterprise 5.0 is an integrated suite of applications designed to enable businesses to improve overall service to customers by automating sales, marketing, defect tracking, field service and internal help desk functions. Version 5.0 is comprised of the following new applications and functionality: Vantive FieldService, an application integrated with the Vantive Enterprise that manages all tracking, scheduling, dispatching and materials processing of people, parts and time throughout the support process; Vantive Customer, a new application for customer self- service using the World Wide Web; VanWeb enhancements including improved security and response times; and support for the Informix database platform. For more information, contact Bob Tate at 408- 982-5700.


  • Inbound Sales Training Video

    Video Arts, Inc., the training company co-founded by John Cleese, has announced the release of its humorous inbound training video "Call To Order: Converting Telephone Inquiries Into Sales." In the video, a customer wanting to order a workstation is greeted by an inbound rep with sloppy telephone technique. He is slow to answer the phone, never introduces himself, uses incomprehensible jargon, fails to offer suggestions, makes wisecracks, doesn't check details and hangs up before his customer finishes speaking. But when the rep tries to place his own order for his dream car, he is greeted by someone as incompetent as himself and spins into "The Twilight Phone," where he gets a dose of his own medicine. This episode wakes him up to how poorly he has been doing his own job, and he goes on to illustrate the basics of effective telephone selling. "Call To Order: Converting Telephone Inquiries Into Sales" comes with a Leader's Guide and a take-home Briefcase Booklet for participants. For more information, call 800-553-0091, ext. 1513.


CTI Products...

  • DID Computer-Based Fax Board

    GammaLink, a division of Dialogic Corporation, has announced the introduction of the CPD/220 fax board. It is designed to support two direct inbound dialing (DID) ports and two analog ports in a single slot. The CPD/220's DID capability offers local area network (LAN) users the ability to receive faxes routed directly to their workstations, thus heightening personnel fax security and reliability with no operator intervention. The introduction of the CPD/220 provides LAN customers with a fully scalable product suite that addresses the growing demand for long-term network fax solutions. It has a 20-MHz microprocessor with 512K of RAM enabling 32 ports to be installed in a single chassis, all simultaneously receiving at 14.4 Kbps. By supporting modem speeds up to 14.4 Kbps, the CPD/220 offers faster fax transmission time to significantly reduce phone bills. With on-board power supply, the CPD/220 requires no installation and maintenance of an external power source. Additional features include GammaLink's advanced MR, MMR compression, Error Correction Mode, PCX and TIFF conversion on the fly. For more information, call 408-744-1400.


  • "Seamless Integration" Strategy From Lucent

    Lucent Technologies (the new systems and technology company being formed by AT&T as part of its restructuring) has announced a new "seamless integration" strategy for its DEFINITY(R) Enterprise Communications Server that lets customers expand and reconfigure their systems easily, smoothly and cost-effectively. The company's new strategy lets customers expand their DEFINITY systems from the smallest to the largest configuration with no, or minimal, changes in basic hardware. Customers can also select from a broad "menu" of mix-and-match applications to meet specialized needs, such as computer telephony integration, voice and data messaging, video and least-cost routing. The new seamless integration strategy also provides additional back-up systems for the smallest configurations, giving all customers access to the full-reliability features of DEFINITY. Under the strategy, customers who purchase new DEFINITY servers gain the ability to gradually expand the systems to meet virtually all communication needs. The DEFINITY seamless integration offer is part of Lucent Technologies' "BusinessWorks" strategy announced last year. For more information, call 800-325-7466, ext. 893.


  • Call Management Software

    Southwestern Bell Telephone Company has announced the launch of its PC Phone Manager(R) product. PC Phone Manager is a software program that enables users to manage their calls more efficiently by allowing them to graphically recreate their phone on a computer screen, and to perform or access almost any phone function by pointing and clicking with their mice. It was jointly developed and produced by Southwestern Bell and Algo Communications Corporation, a Dallas-based CTI software company. PC Phone Manager integrates up to 17 of Southwestern Bell's call management services, such as Call Waiting, CallNotes and Caller ID, with traditional CTI features including an automatic log of incoming and outgoing calls and an address book. PC Phone Manager comprises a customized version of PhoneKITS(TM), Algo Communications' flagship CTI software suite. PC Phone Manager is Windows- based, IBM-compatible and available in both English and Spanish. For more information, contact Emily Jane Powell at 314-982-9103.


  • Small Business Voice Communication System

    Voysys Corporation has announced the introduction of VoysConnect(TM), a unified voice communications system that is designed to provide complete call handling and extensive voice messaging capabilities in a single, low-cost solution for small business owners. Voysys integrated the functions of multiple communication systems into a single software design by optimizing digital signal processing (DSP) software and 32-bit object-oriented programming. Key features include: a unified telephone and messaging system; support of up to four outside telephone lines, eight extensions and sixteen mailboxes; simplified user interface; mobility through the ability of each user to configure the system to forward or transfer calls directly to the user's cellular phone; the ability of the voice mail system to always have the option of connecting to a live person simply by dialing "O" from anywhere in the system; the ability to put extensions into work groups, enabling the members of each group to answer a high volume of incoming calls with speed and efficiency; advanced voice messaging features such as message notification, mid- message pick up, and guest mail boxes for frequently asked questions; and a design for use with standard analog phones and a three-year warranty on all parts and service. For more information, contact Ashlie Bryant at 510-252-1100, ext. 609.


Happenings...

  • MCI Announces "That's How" Web Site

    MCI has announced that its "That's How" site is now on the Internet at http://www.mci.com/ V/how/. Created to highlight networkMCI SolutionsSM for business (MCI's end-to-end suite of products and services), the site evolves the company's "That's How" ad campaign for Solutions into a multimedia marketing tool using the latest technology - frames, animation and music. On the "That's How" home page, flashing images greet visitors to the site. Echoing the print ads, the animated home page images include a princess and a frog, a spinning bike, the Loch Ness monster, pagers, cellular phones and laptops. The networkMCI Solutions initiative offers customers comprehensive solutions - hardware, software and "brainware" - including laptops, software, e-mail, pagers, cellular phones and consulting services.


Contracts and Installations...

  • CallCenter Services Contract

    CallCenter Services, Inc. has announced that Oreck Corporation has hired CallCenter Services for inbound telemarketing of its vacuum cleaners and other products. CallCenter is handling all calls generated by Oreck's radio advertising and direct mail campaigns, as well as overflow calls from TV ads. CallCenter Services is a supplier of inbound telemarketing services to the catalog industry. It also serves financial services and other direct marketers from its facility in Salisbury, Maryland. It is a subsidiary of U.S. Delivery Systems, Inc., which recently announced its merger with Corporate Express, Inc. CallCenter Services handled more than eight million calls last year.


  • Neodata Selects IMA Software

    Information Management Associates, Inc. (IMA) has announced that Neodata Services, Inc., a Louisville, Colorado direct marketing services company, has selected IMA's EDGE TeleBusiness(R) Software System to automate its call center operations. The EDGE system will handle Neodata's inbound and outbound customer service, order entry and fulfillment for clients that span Neodata's three operating divisions - publishing, consumer products and telemedia services. Neodata has entered into a free enterprisewide EDGE license agreement and plans a 300-user roll out in the first phase of the project, with more added through 1996. Agents will be divided between Neodata's call center locations in Des Moines, Iowa and Phoenix, Arizona.


  • Mortgage Marketer Installation For KnowIT!

    KnowIT!, Inc. has announced an agreement to install its PC LAN-based call center system, TNT, the Telephone-Network-Turbodialer, for Rhode Island-based Moneysworth, Inc. TNT will be installed at Moneysworth's Cranston call center facility to support its plans to market residential mortgages and home improvement financing nationally. This installation will provide Moneysworth with customized screens and reporting capabilities and the ability to complete and tabulate applications while on the telephone with a client.


  • Mitel Installation At AMS

    Mitel Corporation has announced the implementation of a Mitel Network Cluster at American Medical Security (AMS), a fast-growing, 1.4-billion-dollar employee benefits company. Mitel Telecommunications Systems, Inc., the direct sales and services organization of Mitel, Inc., installed multiple Mitel SX-2000(R) products in a Network Cluster implementation to provide a virtual communications system between AMS' headquarters based in Howard, Wisconsin and an additional office located eight miles away in Green Bay. The Network Cluster creates a centrally managed system or a "virtual PBX" by networking together multiple common control subsystems.


  • Computer Supply Company Installs Teknekron Products

    Teknekron Infoswitch has announced that Daisytek, a computer supply wholesaler with offices in Miami, Florida, Mexico City, Mexico and Toronto, Ontario, and a distribution center in Memphis, Tennessee, has purchased Teknekron Infoswitch's AutoQuality! and P&Q Review!. Daisytek has one customer call center, located in Plano, Texas, that operates five days a week, employs 150 full-time agents and averages 7,000 calls per day. Daisytek now tracks agents' progress with the P&Q Review! productivity and quality charts and uses them as a standard for evaluations and training. Daisytek cited the benefits of using AutoQuality! and P&Q Review! as being reduced agent turnover, a five percent increase in productivity and quality scores, companywide performance monitoring, better call experiences for customers and improved internal operating systems.


  • Voice Processing Corp. Product Deployments

    Voice Processing Corporation (VPC) has announced that its VProCel technology has been implemented by Intellivoice Communications for Bell Atlantic NYNEX Mobile. Bell Atlantic NYNEX Mobile will be offering its TalkDial voice-activated dialing services for its northern New England and upstate New York customers. VProCel is a cellular version of VPC's VProContinuous, VPro/RT and VPro/XD speech recognition products optimized for cellular environments. TalkDial customers can specify up to 20 phone numbers in their personal dialing directory and simply speak words, such as "home," "office" or "beauty salon" to have the phone number automatically dialed. In addition, customers can recite any seven- or ten- digit number and TalkDial automatically places the call. VPC also announced that its VProCel technology, the cellular version of VProContinuous, VPro/RT and VPro/XD, is being used in Enhanced Systems, Inc.'s voice-activated dialing systems. Enhanced Systems has been selected by GTE Mobilnet for voice dialing applications. When subscribers access the voice-activated dialing system, they have the option to say "Voice Mail," at which point Enhanced System's ESP! system connects the cellular subscriber to the voice mail system and speed dials their mailbox number and password. ESP! then allows them to speak verbal control commands, such as Play, Save, Delete, Skip, Send, Reply, etc., to send and retrieve messages.


Strategic Alliances...

  • Aurum/KPMG Agreement

    Aurum Software, Inc. and KPMG Peat Marwick LLP has announced the signing of a technology and marketing agreement. Aurum and KPMG have agreed to work together on a variety of levels including joint selling, targeted marketing and training. Aurum and KPMG will provide an integrated set of products and services to help customers automate their sales, marketing and customer support organizations. Both companies will leverage each other's strengths in consulting methodologies, distributed client/server application development, sales force automation (SFA) and customer support. The goal of the alliance is to provide a complete, end-to-end process that supports a customer-centric business strategy. Aurum and KPMG formed the relationship to address Fortune 500 companies' requirements to streamline sales processes and replace older, nonrelational contact manager products with leading-edge SFA applications.


  • TSAPI CTI Solutions

    Davis Software Engineering and Samsung Telecommunications America have announced that they have partnered to provide a TSAPI (Telephony Services Application Programming Interface) CTI (computer telephony integration) 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. As an example of how CTI is used, John J. Holesha, senior product engineer, Samsung Telecommunications America, explained that businesses using the caller ID feature on the DCS system can easily tie into CTI through a TSAPI link. "Using readily available off-the-shelf contact management software and appropriate middleware, not only can the caller's name be presented with the call, but also their entire sales history can be instantly displayed as the call is answered." Tim Davis, president of Davis Software Engineering, explained, "In the past, this type of sophistication was limited to large corporations with call centers due to the significant start-up hardware costs involved in CTI. This technology has allowed us to scale down the cost and bring CTI to the vast market of small to medium businesses."


  • Dial-A-Mattress Joint Venture

    Dial-A-Mattress has announced it will inaugurate its storefront displays of merchandise in 10 stores in the New York metropolitan area. Foremost Furniture, which is a 50,000-square-foot showroom on West 30th Street in Manhattan, and All-Wood Furniture, which has nine stores in suburban locations in northern New Jersey, Queens, Westchester County and on Long Island, will now carry a large selection of the top- quality, name-brand mattresses Dial-A-Mattress sells over the phone. "This venture will provide an option for customers who need to try out a mattress for size, comfort and fit," said Napoleon Barragan, president of Dial-A-Mattress. "Our telemarketers are the best in the business, but we realize there are consumers who prefer checking out a mattress firsthand and now they'll be able to do so at a store near their home."


  • CallConnect/Amcom Alliance

    CallConnect Communications, Inc. and Amcom Software, Inc. have announced the formation of a strategic marketing and development alliance between the two companies. "This alliance will allow CallConnect clients to utilize Amcom's CTI Smart Center computer telephony integration and communications software in a seamless CallConnect services network for telemanagement, telemessaging and other applications," said Ed Bennett, Amcom's vice president of sales and marketing. Gene Willis, vice president of sales and marketing for CallConnect, said that with this alliance, "Health care and business can optimize their telecommunications resources by using a mix of Amcom products tied to CallConnect service centers." CTI Smart Center is a Windows-based system of directory, messaging/paging, on-call, voice and call processing using an Oracle relational database management system and client/server architecture.


  • InterVoice Joint Development Agreements

    InterVoice, Inc. and Marketing Information Systems, Inc. (MIS) have announced the signing of an agreement to cooperate in developing, marketing and selling call center solutions. The business partner agreement calls for MIS to develop an interface to InterDial(TM), InterVoice's predictive dialing system. The new interface will enable InterDial to support MIS' MSM(TM) (Marketing and Sales Management) line of business-to-business software solutions. InterVoice also announced the signing of an agreement with Appintec Corporation to cooperate in developing, marketing and selling call center solutions. The new business partner agreement allows InterVoice's InterDial predictive dialing system to interface with Appintec's ActionWare400(R) (formerly TeleMagic/ 400) enterprise contact management software and integration services to provide enhanced dialing features for the call center market.


  • Nice Systems/Nortel Affiliation

    Nice Systems Inc., a developer of digital voice logging technology, has announced its affiliation with Northern Telecom (Nortel), the telecommunications corporation based in Toronto, Canada. The affiliation means the two companies can now offer integrated service for telephone call centers, using CTI technology. The NiceLog Call Logging System is linked directly to Nortel's ACD (automatic call distribution) technology, allowing concurrent accessing, recording and playback of any segment of thousands of hours of digitally recorded telephone conversations from a customized database. Nice Systems' digital voice communications technology allows instant retrieval and playback of individual telephone conversations at computer workstations, even while a recording is in progress. Its features include Human Voice Detection, which can distinguish between human speech and background noises and provide related voice enhancements. It is equipped with graphic user interface (GUI) software that operates in Windows, DOS, Unix and other environments.


  • Pipkins/GeoTel Partnership

    Pipkins, Inc., a provider of call center forecasting and scheduling software, and GeoTel Communications Corporation, a provider of call-routing software, have announced a strategic technology marketing partnership. This collaboration will provide advanced workforce management and intelligent call-routing services to call centers. Under the terms of the agreement, Pipkins will interface to GeoTel's open, standards-based Intelligent CallRouter (ICR) call-routing software. In turn, GeoTel will offer Pipkin's Maxima Advantage(TM) solution as a management option to its ICR customers.


  • SRX CTI Applications Partners Program

    SRX has announced its CTI (computer telephony integration) Application Partners (CAP) Program. SRX designed this program to help software designers test and evaluate CTI capabilities for compatibility with SRX's communications platform. By implementing this program, SRX, a manufacturer of integrated call center systems, gives CAP members access to its installed base, a new market for applications developers. Software developers will benefit from the program because it ensures their applications function with a well-established communications platform. At SRX's test lab in Plano, Texas, application developers have access to the facilities and technical support necessary to test new CTI products.


Expansions...

  • Access Direct Opens New Center

    Access Direct Telemarketing, Inc. has announced the opening of a new call center in North Liberty, Iowa. The new center will create 120 full-time and part-time business-to-business and business-to-consumer positions by June 1996. Access Direct was incorporated in October 1995, and operates at 48 stations employing nearly 100 people at its Cedar Rapids location. Access Direct anticipates maximum capacity of 300 seats and employing nearly 500 in its Cedar Rapids and North Liberty facilities by the end of 1996.


  • Advanced Database Marketing Opens New Center

    Advanced Database Marketing, Inc., a Nashville-based telemarketing service agency, has announced the opening of a new call center in Alliance, Nebraska. Advanced plans to initially employ 80 TSRs at 64 automated, predictive dialing stations in its new facilities. Advanced's primary focus in the Nebraska center will be calling for nonprofit organizations to develop volunteer bases from its residential campaigns.


  • ICT Opens New Centers

    ICT Group, Inc. has announced the opening of two call centers in Louisville, Kentucky and Allentown, Pennsylvania. Both of the new units are part of ICT TeleDirect, the company's consumer outbound division, and will focus on the financial services and insurance industries. Initially staffed by nearly 200 full- and part-time employees working multiple shifts, the Louisville center is currently equipped with 80 outbound predictive dialing stations. The Allentown call center is initially equipped with 64 outbound predictive dialing stations and staffed by 150 full- and part-time employees working multiple shifts. ICT Group employs more than 300 professionals in management, sales, systems and operations and 3,500 telephone sales and service representatives and research interviewers in 24 telephone marketing call centers in nine states, Europe and Canada.


  • Issues And Answers To Open New Center

    Issues and Answers Network, Inc. has announced the opening of its fifth market research center facility. Located in Lebanon, Virginia, the 10,000-square-foot facility will create 200 new jobs. The core business of Issues and Answers is conducting nationwide and international consumer and business surveys. The new center is expected to be in operation by June 1, 1996. The company was launched in 1988 and, with the new center, will now employ almost 1,000 people. The company has operations in Virginia Beach, Virginia; Oklahoma City, Oklahoma; Naples, Florida; and Grundy, Virginia.


  • MarCom Opens New Center

    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, credit card and health care related outbound telemarketing in both English and Spanish.


  • PHD Moves To New Headquarters

    Professional Help Desk (PHD), a provider of automated help desk software, has announced it has moved to larger quarters. PHD has moved from Greenwich, Connecticut to Stamford, Connecticut. PHD also has offices in Argentina, Australia, Brazil, Canada, France, Israel, Japan, Singapore, Spain, South Africa and the United Kingdom. "When we started business in December 1993, we had just two employees, and our 1,500-square-foot office seemed quite large," said PHD president Isidore Sobkowski. "Now, just 25 months later, we have offices around the globe, and our new headquarters in Stamford occupies an entire floor in a large, modern office building!"


  • Ron Weber Moves Headquarters

    Ron Weber and Associates, Inc. has announced it has moved its headquarters to expanded facilities in Milford, Connecticut. The company, which was based in Orange, Connecticut since its startup 16 years ago, has moved into a 7,500-square-foot office. The Milford facility oversees inbound and outbound call centers in Iowa and Illinois, and Weber expects to add three more centers in the Midwest in the near future. Currently Ron Weber and Associates employs about 1,000 people nationwide, which could grow to 1,500 or more with the addition of three more operations. Founded in 1980, Ron Weber and Associates is a full-service teleservices and database development organization, representing clients in such industries as financial services, long-distance communications, computer software and office supplies.


Mergers & Acquisitions...

  • EIS To Acquire Cybernetics

    EIS International, Inc. has announced it has signed a memorandum of agreement to acquire Cybernetics Systems International Corporation for $22.75 million consisting of $9.27 million in cash and the remainder in EIS stock and stock equivalents. Cybernetics provides workforce management software to the call center industry. Revenues for the last fiscal year, ended December 1995, were $10.7 million. The organization has 88 employees at seven sites and has established distribution channels in the United Kingdom, Europe, Canada and Australia. "This acquisition is consistent with our long-term strategy of extending our scope beyond leadership of the outbound call center industry," said Joseph J. Porfeli, chairman and CEO of EIS International. "As market leaders in providing software to inbound call centers, Cybernetics complements the offerings of EIS and allows us to serve both major segments of the call center industry," he said.


International News...

  • Davox Signs Japanese Distribution Contract

    Davox Corporation has announced that Marubeni Electronics, a major Japanese importer, developer and integrator of technology systems, and a subsidiary of one of the world's largest trading companies, will distribute Davox's Unison call center technology in Japan. "Our existing customers have been expressing strong interest in a robust call center management technology. We, therefore, are looking forward to introducing Davox's Unison technology into the Japanese market to meet their needs. We anticipate that the Davox system will provide our customers with the advanced tools to meet the demands of telecommunications processing," said Takashi Yamamoto, president of Marubeni Electronics. Alphonse M. Lucchese, Davox's chairman, CEO and president, said, "We are delighted that a company of Marubeni's stature will be representing our products in the Japanese market, enabling us to augment our Pacific Rim distribution coverage. Our relationship with Marubeni provides a major entry into this market and will be an important part of our expanding international sales capabilities."


  • Genesys Telecommunications/Bruncor Joint Venture

    Genesys Telecommunications Laboratories, Inc. and New Brunswick-based telecommunications holding company Bruncor, Inc. have announced they are launching a new joint venture - Genesys Laboratories Canada, Inc. The focus of the new company is to develop and deliver network-based computer telephony integration (CTI) software solutions for enterprisewide multimedia call centers. The company will manage and distribute new and existing Genesys products directly, and, through Bruncor subsidiaries NBTel and NBTel interActive, other Canadian network providers, as well as existing strategic partners of Genesys Labs (Bell Sygma, PRIMA Telematic, Inc. and TTS Meridian Systems). The partnership was formed to exploit the capabilities of net.Vectoring(R) technology, which was pioneered by Genesys Labs, and the service delivery focus of Bruncor. Using net.Vectoring, consumers can choose their preferred method of access (i.e., any combination of voice, video, data and Internet) to communicate with businesses.


  • Iomega Opens Call Center In Dublin

    Iomega Corporation, an international manufacturer of personal computer storage solutions, has announced full operation of its call center in Dublin, Ireland. The Dublin Center provides technical support and related functions to customers and prospects throughout Europe. Gilbert Kummerle, manager of the Iomega Call Center Operation, said, "When we were looking for a call center location, we found that Telecom Ireland clearly has enormous experience in call center and telecommunications technology." The Dublin call center will handle toll-free technical, help desk questions for users and prospective customers in 16 European countries, South Africa and the Middle East. The call center will also back up the help line for Iomega customers in the United States as calls will automatically be routed to Ireland when the U.S. call center is closed.


People...

  • Voice Technologies Group, Inc., a provider of telephone systems integration products and integrated system solutions, has announced the following appointments: Hiram I. Willis as president and Robert H. Fritzinger as executive vice president.


  • EIS International, Inc., a provider of software and systems to the call center industry, has announced the following appointments: Herbert F. Balzuweit as executive vice president, corporate chief financial officer; Robert F. Kelly as executive vice president, business development; and Jodi Meryl Wallace as executive vice president, corporate marketing.


  • The ICT Research Services division of ICT Group, Inc., a provider of multinational marketing, management and information services, has announced the following appointments: Robert King as vice president of sales at Valley Forge Information Service (VFIS), a unit of ICT Research Services; Helen Marie Troy as vice president of project management at VFIS; and Mary Ellen Fasano as vice president of operations at VFIS.


  • Telemarketing service agency King TeleServices has announced the following appointments: Thomas M. Del Vecchio as senior vice president and chief operations officer; Arleen H. Stefan as vice president, sales and marketing; and Frank A. Madonna as director of operations.


  • TCI Marketing, a telemarketing service agency, has announced the following appointments: Lee Rattigan as chief financial officer and Rodger Comstock as chief marketing officer.
  • William Sole has been named as vice president of sales at Voysys Corporation, a supplier of voice communications systems.


  • Call center solutions provider Melita International has announced the appointment of Kenneth T. Venuti as director of product management..



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