Software Enhanced
announced the release Windows-based Telescript 4.0. Version 4.0 incorporates numerous
enhancements for both DOS and Windows environments, including call blending and enhanced
call scheduling. In addition to an enhanced script editor, new database links and
definable function keys, it also contains a full 32-bit administrative module built upon
the Windows 95/NT operating systems, which can simultaneously open multiple projects,
reports and monitors. For more information, call 212-687-1810.
Remote Handset Lifting Device
Hello Direct, Inc. has announced the release of ReadiLineTM, a remote access lifting
device that allows users wearing a cordless headset to answer and hang up the phone while
up to 100 feet from their desks. Designed for 900MHz cordless headset products, ReadiLine
has a built-in ring detector that sends an audible tone to the user's headset when there
is an incoming call. The lifting arm is activated and the user turns the headset on. When
the call is completed and the user turns the headset off, the lifting arm is automatically
lowered and the phone is hung up. No additional motions are required by the user. For more
information, contact Susan Britto at 408-363-2003.
Page Control Interfaces
Valcom, Inc. has announced the release of the 2000 Series Page Control/Interfaces. This
new, advanced series is designed to satisfy most paging requirements. The 2000 Series
control units are compatible with any telephone system and include features such as
multizone, talkback capability, background music, night ringing and time-clock tones,
built-in power, override inputs, all-call and programmable group calling. For more
information, contact Linda Bishop at 540-427-3900.
Network Support Stations And Computer Workstations
Ergo Systems Inc. has announced the availability of NetCenter 2000, a technical furniture
line designed to bring a flexible, modular approach to computer centers and computer
workstations. NetCenter is designed to save space through the use of vertical height, with
frame heights of 72" and 84" to allow optimal use of vertical space. NetCenter
2000 also features cable management options, heavy-duty construction, linkable frame
assemblies, a 10-year guarantee, and can be used with Ergo Systems' Renaissance ergonomic
computer support line of keyboard trays, monitor arms, mousepads and CPU holders to bring
ergonomics to intensive computer-support workstations. For more information, contact Kory
Terlaga at 860-282-9767.
Service Observation Module
Viking Electronics has announced the availability of its model SO-24, which allows
supervisors to monitor, train, motivate or assist sales or customer service personnel
without disrupting the activity at their workstation. Each SO-24 Service Observation Unit
permits the monitoring of 24 stations or lines by dialing a two-digit code from the
supervisor's phone. Stations being monitored hear nothing unless the supervisor enters the
conversation. Features include: compatibility with PABX, CENTREX or key systems;
connection of one or two SO-24s to an unused phone system line or a dedicated single phone
line; built-in "Talk Assist" and cassette recorder output; configurable for
digital phones; and automatic gain control to equalize in- and outbound conversation
levels. For more information, contact Carol Lieb at 715-386-8861.
Move Update Software And New Printers For Mailings
Pitney Bowes Software Systems has announced the availability of its ForwardTrak
technology, which satisfies the U.S. Postal Service's (USPS) Move Update Requirement.
Delivered in partnership with the USPS, this in-house software solution interfaces with
the Postal Service's FASTforwardSM system in a client/server environment. ForwardTrak's
built-in flexibility allows organizations to choose how to integrate customer information
into their existing business and supports connectivity to mainframe, UNIX, Windows NT and
Novell Netware environments. Effective July 1, 1997, the USPS will require that addresses
used on presorted or automation rate First-Class mail must have been updated within the
six months preceding the date of the mailing using a USPS-approved address updating
method. Pitney Bowes also announced the release of two new, inkjet address printers to the
Mail Center 2000(r) family of products. The W670 and W770 Printers, when used in
conjunction with CASS-certified software, print delivery barcodes along with the delivery
address, enabling mailers to take advantage of the significant barcoding discounts offered
by the USPS. In addition, the printers can print the entire envelope, including the return
address, company logos and/or any promotional message. For more information, contact Lynn
Stefik at 630-505-5942 (ForwardTrak) or
http://www.pitneybowes.com
Pre-paid Callback Service
Justice Technology Corporation has announced the introduction of Pre-Paid Call-Back
service, designed to act as a debit account. To use the Pre-Paid Call-Back service, the
customer deposits money into the account in $50 increments. When an international call is
made using Justice service, the charge for the call is taken out of the account. The
minimum credit limit is $50. Customers can make additional deposits of $50 to increase
their credit line. This service is designed to make international calling more accessible
for people around the world. For more information, call 310-335-5252.
New Seating Line
Girsberger has announced it has teamed with designer Fritz Makiol to create a new office
seating series named CONTACT. It is so named because of the mechanism used to enable
continual and optimum contact between the user and the chair. The mechanism, know as
"Pondomat"TM, allows the chair to adjust automatically to the weight of the
individual person. The CONTACT series offers two different mechanical adjustments; the
synchronic adjustment without "Pondomat" is designed for a more static working
environment, such as VDT operation. The synchronic adjustment with "Pondomat" is
designed for more dynamic seating activities in which the user changes position more
frequently. For more information, contact Judy Burns at 919-872-3547.
Insurance For High-Tech Companies
Stuckey and Company has announced the availability of SafetyTek, a commercial
insurance program designed for ISPs, BBSs, software companies, consultants and virtual
corporations. Coverage includes Property (including system breakdown), General Liability,
Errors and Omissions (professional) Liability, Workers' Compensation and Umbrella
Insurance. SafetyTek underwriting guidelines allow the following activities: Internet
connectivity, bulletin board systems, electronic data processing, computer consulting,
Internet consulting, information storage, custom software development, packaged software
development, Web page design, Web hosting, training, education, computer security,
computer repair, technical support and virtual corporations. SafetyTek is available for
accounts of all sizes and is offered through an A+ rated insurance carrier. For more
information, contact Dwight Stuckey at 800-873-0228.
Voice Mail Messaging Products
Nitsuko America has announced the release of NVM-Desktop Messaging for NVM-2000
Voice Mail systems. NVM-Desktop Messaging allows the mailbox subscriber to operate voice
mail functions through a PC. Message functions such as recording, listening, forwarding,
saving, etc., can be performed by this program. It also provides chronological lists of
new, saved and held messages including the length of each as well as the time and date
each was received. NVM-Desktop Messaging also allows the mailbox subscriber to view
incoming private fax documents and access e-mail. Nitsuko America also announced the
NVM-202 voice mail system has been enhanced to the NVM-202ex. The system begins as a
4-port by 18-hour system that is expandable to 8 ports and supports 200 mailboxes.
Features include conversation record, answering machine emulation, return receipt and park
& page. For more information, contact Mark Fusco at 203-926-5498.
Intensive-Use Seating
Select Seating has announced the introduction of Stamina, an ergonomic seating series
designed for intensive, 24-hour use. Stamina features TLC FoamTM molded seat and back, a
choice of heavy-duty controls, rachet back height adjustment and a 10-year warranty.
Stamina is available in Mid-Back Management, Operator, Drafting Stool and Guest models.
For more information, contact Joseph L. Bell at 800-545-5343.
Performance Appraisal Software
Avantos has announced the release of Avantos AMS/3, performance appraisal software
designed to improve thoroughness and help avoid potential litigation. Features include the
ability to easily manage and track the appraisal process, generate reports on overdue or
upcoming reviews and easily create and update company-specific forms. Avantos AMS/3's
Legal Check alerts managers to potentially problematic words and phrases in employee
reviews. Since Avantos AMS/3's performance data resides in a secure, central location,
human resources personnel can generate automatic reports, allowing them to spot
performance trends, pinpoint areas for specific investment and allocate the necessary
resources and training to those areas. For more information, call 800-AVANTOS.
Credit Card Reconciliation And Dispute Processing
American Express and First USA Paymentech, Inc. have announced the availability of an
enhanced version of SE Workstation, a PC-based application that enables merchants to
electronically access both American Express and bankcard financial reporting. The
Windows-based software program also allows merchants to receive and respond online to
cardholder inquiries for both American Express and bankcard transactions. SE Workstation
allows data to be flexibly displayed using sorting and filtering options. In addition, a
customized graphing option enables merchants to analyze trends, track financial data on a
location-by-location basis, and break out American Express and bankcard business. Among
the financial data provided electronically to merchants by American Express and Paymentech
are payments made to the merchant. American Express also provides an additional level of
detail on deposits (submissions). For more information, contact Aldina Tracey at American
Express at 212-640-7503 or Rodney Bell at First USA Paymentech at 214-849-3776.
Predictive Dialer
MarkeTel Multi-Line Dialing Systems Ltd. has announced the introduction of a low-cost
predictive dialer. The MarkeTel MK II Dialer does not require a monitor or keyboard at
each station. Instead of monitors, agents have LCD displays at their stations, and instead
of keyboards, agents use their telephones to record the results of their calls. The
MarkeTel MK II Dialer is expandable, as one computer can run up to 20 stations. Features
include real-time performance status and report generation, online support and full
compatibility with the Select PhoneTM electronic phone book. It is recommended for
outbound business-to-consumer telemarketing where intensive scripting and contact
management is not required. For more information, contact Chris Regehr at 800-289-8616.
Teleconferencing Solutions
MutliLink, Inc. has announced new features and functionality for its System 80
mixed-media, multipoint control unit (MCU). New features include: Call Your ConferenceTM,
by means of which a single phone number can be defined for each conference and callers to
regularly held meetings on System 80 always dial the same number so that number can be
programmed into phone directories; Workgroup MCU makes System 80 available in a low-cost
package, accommodating four ports but expandable up to 12 ports; expanded audio/video
greetings that allow customers to record and play an unlimited number of greetings;
increased audio capacity and an applications protocol interface that gives third-party
developers a control/monitoring interface to the MCU. MultiLink also announced the
availability of a continuous presence feature for its System 80 MCU. Called Active
PresenceTM, it enables each participant in a multipoint videoconference to see four other
conference participants simultaneously on their video monitors. The ActivePresence
software offers voice activation, reduced latency and MCU-wide software license. For more
information, contact Mimi Englander at 508-691-2100.
Seating Collection
Carolina Business Furniture has announced its new executive seating collection,
EUROPA, which is available in a high-back or low-back version. EUROPA has a transitional
design that features a folded roll upholstery detail at the top of the outside back, a
channeled lumbar area and a rolled front seat edge. The chair mechanism features
knee-action with lock-out at full task position and vertical pneumatic gas lift. For more
information, contact ROHL Associates at 910-476-1276.
Call Center Management Solution
Teledata Solutions, Inc. has announced the release of Call Link Version 3.0, an
integrated, all-in-one call center management system designed to fit the needs of call
centers with 10 to 150 agents. Call Link combines its patented "visual queue"
and "take call" concepts with intelligent call distribution, interactive voice
response, desktop CTI, integrated voice and fax messaging and sophisticated call center
management applications. The Call Link system works with most existing PBXs, legacy
databases and networks, and most third-party call center applications, such as internal
help desk, customer service and sales automation. The Call Link system includes a
real-time management tool, inbound and outbound call blending, voice recording and fax
back/fax-on-demand. For more information, contact Andre K. Crump at 630-472-9600, ext.
709.
ACD Software Product
Computer Communications Specialists, Inc. (CCS) has announced the availability of its new
LAN-based SoftACDTM automated call distribution software product. The SoftACD operates on
the CCS FirstLineTM IVR (interactive voice response) system, offering companies the
combined functionality of an ACD and an IVR system. Features include skills-based routing,
an optional supervisor console, wall board and reporting options and TAPI compliance. The
FirstLine system provides total IVR capabilities plus host/LAN/WAN/client-server
communications, SQL database access, fax, OCR, e-mail, Internet access and PC-to-PC
communications.
CCS also announced its Internet-based administration module for managing multiple,
geographically dispersed CCS FirstLine IVR systems. The Remote Operator Administration
Module (ROAM)TM allows an authorized system administrator to call in from any Microsoft
Internet Explorer browser with Internet/Intranet access to the FirstLine NT server to
start/stop lines on multiple FirstLine controllers, retrieve consolidated usage reports,
copy files and more. For more information, contact Elizabeth Rubbo at 770-441-3114, ext.
7291.
NT-Based Predictive Dialer/Voice Recognition PBX
Executone Information Systems, Inc. has announced Release 4.6 of its INFOSTAR Predictive
Dialer, which incorporates 32-bit architecture that supports Microsoft Windows 95 at the
agent desktop, and Microsoft Windows NT at the supervisor desktop. Utilizing client/server
technology, these en-hancements allow the incorporation of an open application programmers
interface (API) at both the supervisor and agent level. Enhancements include Project
Expert (for campaign preparation) and Integrated Management Reports (which enables users
to convert large quantities of data into accurate reports) that help eliminate MIS
intervention. Executone also an-nounced a voice recognition-based speed dialing
enhancement to its IDS family of digital telephone systems. Voice Activated Speed Dialing
enables on- or off-premise users to make telephone calls by speaking the name of the
person they wish to call. While in the office, users press a pre-defined key on their
telephone to enter the application. Users are then asked to speak the person's name. The
application does a database lookup of pre-programmed numbers; Executone's IDS then dials
the number and connects the call. Outside the office, users can access the application
from any telephone, land-line or cellular. Executone also announced the release of the
Ultimate Operator, a multifunctioned client/server-based operator's console. A Windows
NT-based product, the Ultimate Operator complements Executone's INFOSTAR/Predictive Dialer
and INFOSTAR/ILS (infrared locator call completion application). The Ultimate Operator
features integrated real-time text messaging and integrated telephone station
administration, drag-and-drop or keyboard commands, real-time station status, Caller ID
for incoming calls and call progress information. For more information, contact Tina Horne
at 203-882-6317.
Options For Enhanced Services Platform
Priority Call Management has announced new high-availability options for its ORYXTM
platform. ORYX, an enhanced services platform, is deployed in worldwide service provider
and enterprise telecommunications networks. The high-availability enhancements for ORYX
offer increased availability and additional redundancy features to meet the service and
reliability requirements of a broad range of its customers. They are designed for service
providers seeking to add a new source of revenue and differentiation to their enhanced
services networks. The availability of a telecommunications switching network is
attributed to several important factors: Mean Time Between Failure (MTBF), Mean Time To
Repair (MTTR) and the ability to continue to operate in the presence of failures (Fault
Tolerance). ORYX provides several levels of optional increased system availability and
redundancy including fault-tolerant switching and data redundancy. It also includes
automatic switchover between active and redundant components and sophisticated database
journaling capabilities that allow real-time updating of system databases. For more
information, contact Mary Sullivan at 508-694-2579.
Problem Resolution Software
PrimusTM has announced the availability of SolutionBuilder(r) 2.1, the newest version of
its customer support software. Version 2.1 provides comprehensive integration with
document retrieval systems and enhanced integration to call-tracking systems to better
leverage a support organization's investment in infrastructure systems. The new release
also includes other performance, scalability and workflow enhancements. Support analysts
using SolutionBuilder 2.1 can access information managed by popular document retrieval
vendors such as Verity and Fulcrum. SolutionBuilder queries document databases and
retrieves relevant information. Integration with call-tracking systems has also been
enhanced so that existing workflow processes do not have to be modified to accommodate
SolutionBuilder. SolutionBuilder 2.1 also enables users to easily access online
documentation in HTML and PDF file formats. For more information, contact Jen� Leiner at
206-292-1000, ext. 364.
Digital Telephone System/Voice Processing System/Attendant Console
Toshiba America Information Systems Inc., Telecommunications Systems Division (TAIS TSD)
has announced the introduction of the 424-port Strata DK424 digital business telephone
system that offers advanced telephony features and supports a maximum of 336 stations or
200 CO lines. The Strata DK424 supports multiple directory numbers (DNs), caller
identification/automatic number identification (ANI), dialed number identification service
(DNIS), computer-telephony integration (CTI), automatic call distribution (ACD) and other
features. TAIS TSD also announced the introduction of the Stratagy(r) DK integrated voice
processing system for users of Toshiba's Strata DK 16e, Strata DK280 and Strata DK424
digital business telephone systems. The Stratagy DK supports up to 8 ports and 24 hours of
storage. It provides all essential voice processing capabilities including auto attendant,
voice mail, fax tone detect and transfer, and a basic IVR capability. It installs in a
Strata DK cabinet card slot without any wiring. TAIS TSD also announced the introduction
of the DK424 Attendant Console that is designed to enhance call handling operations with a
variety of new features and an improved user interface. Features include a name directory,
screen prompts, an employee profile database, incoming call statistics, answer priority,
load sharing and call overflow. For more information, contact JoAnn Tazumi at
714-583-3714.
Two New Headsets
Koss Corporation has announced the introduction of two new headsets. The TC/99 is designed
for use in the office or home, and combines a frequency response of 15-25,000 Hz with
lightweight comfort. The omnidirectional electret condenser microphone features a
frequency response of 30-16,000 Hz and high sensitivity for optimum pickup. The TC/99
slips snugly around the ear for a secure fit, and features foam ear cushion and pivoting
ear cup. The TC/45 is designed for hands-free telecommunication in the car. The headset of
the TC/45 features a frequency response of 15-25,000 Hz, and the omnidirectional electret
condenser microphone delivers a frequency response of 30-16,000 Hz. The TC/45 features a
clip-design and pivoting ear cup. For more information, contact Cameryne Roberts at
414-967-1579.
LED Display Boards For ACDs
Daktronics, Inc. has announced the release of Call Center Agent Status displays that
present real-time automatic call distributor (ACD) data to assist call center agents and
supervisors in making timely and effective decisions. The displays are capable of showing
call center agent names and current ACD status. Each ACD status is color coded to help
agents know who is available at any given time. Nova 9000 software interfaces to the ACD
system, providing supervisors and agents with updates and vital statistics regarding the
status of the telephone system. For more information, contact Karla Morrow at
605-697-4300.
Multimedia Call Management System/Integration With Outlook 97
Xantel Corporation has announced the introduction of Xantel ConnexTM, a Microsoft NT-based
platform that integrates LAN-based client/server computing with existing business phone
systems. Xantel Connex is designed to help small to mid-sized workgroups easily
consolidate the connection, identification, management, routing and retrieval of virtually
any type of call, be it voice, fax, data or Internet-based communications using their
desktop PC. Features of the Xantel Connex Desktop CTI solution include: One-number access,
positive caller ID, VIP routing, customized messages, selective voice mail routing,
real-time graphical workgroup status and multiple call management, "FaxDirect"
to the desktop, Internet access and remote workgroup connectivity, return call management,
Xantel ConnexNotesTM, call logs and database access.
Xantel also announced the integration of Xantel Connex with Microsoft Outlook 97
through ActiveConnexTM software components, which are based upon Microsoft ActiveX
technology. The ActiveConnex client control can be used to interact with other desktop
applications such as contact management applications, making it possible for VARs and
systems integrators to easily build industrial-strength solutions. Using it in combination
with Microsoft Active Data Objects, developers within an enterprise can easily integrate
Priority Call Management with existing "legacy" databases. For more information,
contact Peter Buswell at 602-437-6405.
Skills-Based Routing Package
Nova CTI, Inc. has announced the release of the Nov-A-ware Skills Based Call Routing
module for its Nova MAX Suite of CTI call center solutions. It is fully compatible with
leading PBXs and ACDs and can be added to the existing Nova MAX Suite or it can be
installed as a stand-alone product. The routing in the Nov-A-ware Skills Based Call Router
is based wholly on user-defined skill sets and call center demands. The router creates
dynamic virtual agent groups and bases its call-routing decisions on real-time skills
management rather than static call control tables. By taking control of each call, the
Nov-A-ware router gives both supervisors and agents the power to monitor call and queue
activity, allowing them to reserve calls that they are best qualified to handle. Each
agent can have up to 999 individual skills that can be used to define their
customer-service-related talents. For more information, contact Dick Callahan at
617-821-0989.
Speech Recognition System
Alternate Access has announced the introduction of UltimateRECOTM/6000, a speech
recognition system. Operat-ing in the IBM DirectTalk/6000TM environment, UltimateRECO/6000
is available in more than 20 languages. UltimateRECO/6000 is tightly networked to the IBM
DirectTalk/6000 using TCP/IP in Token-ring, Ethernet and Fiber environments. Using the
latest speech technology from Voice Control Systems, UltimateRECO is designed to enable
callers to quickly navigate and collect desired information while hands and eyes are free
for other tasks. The speech recognition engines from VCS incorporated into UltimateRECO
have been specially tuned for both land line and cellular environments to provide a
multilingual system that can be deployed worldwide. For more information, contact Kelly
Lumpkin at 919-781-8371.
Text-To-Speech Development Kit For Sun Solaris
Centigram Communications Corp-oration has announced its patented text-to-speech (TTS)
converter technology is available in a software development kit in a client/server
architecture for Sun Solaris versions 2.4 and later. This kit allows developers to build
TTS servers that will add value to different applications, such as automated directory
assistance and servers that host a speech-enabled Web site. The client/ server
architecture reduces the CPU usage on the client by allowing the server portion of the
program to run on a different computer when desired. Other benefits include thin client
implementations, easy porting to multiple client platforms and multiple level dictionaries
for custom pronunciation. TruVoice provides five languages for client applications in
English, Spanish, French, Italian and German; it also features advanced intelligence that
includes context-sensitive rules for correctly reading data from spreadsheets, address
book applications, e-mail messages and faxes. For more information, contact Dan Spalding
at 408-428-3559.
PC Telephony Software/CTI Links For Windows NT
Siemens Business Communication Systems, Inc. has announced the release of
ComManager 3.0 PC-telephony software, an open-systems-based CTI application that gives
Siemens customers better access to features of their telephone and voice messaging systems
through a PC-based graphical user interface (GUI). The product operates with a variety of
hardware from different vendors, including modems, telephone sets and PC cards. It offers
telephony platform independence by supporting Microsoft's TAPI 2.0 standard. New features
include improved GUI, improved search engine, open address book and DDE (Dynamic Data
Exchange) support.
Siemens also announced that its CallBridge CTI link will now support Windows NT
environments and will be included as a standard feature of the company's 9751 CBXs. This
means client/server computer-telephony integration joins TAPI desktop support as a
standard feature on all new Siemens 9751 CBXs. The CallBridge line, a CTI link between the
PBX and application computers, connects to Netware, OS/2 or Windows NT servers, supporting
clients on Windows 3.x, Windows 95, Windows NT, UnixWare and OS/2. CallBridge for
Workgroups supports the industry-standard CSTA (Computer Supported Telephony Application).
For more information, contact John Evans at 408-492-6915.
Multilanguage Speech Recognition
Brooktrout Technology, Inc. has announced it has incorporated Voice Control
System, Inc.'s speaker-independent speech recognition technology to Show N TelTM for
Windows NT, Brooktrout's object-oriented development platform that enables the rapid
creation of an array of enterprise computer-telephony applications. Show N Tel
applications now allow callers to speak numbers, letters and discrete words to issue CTI
application commands. Speech recognition PowerBlocks (high-level program objects
representing complete voice, fax, database and host connectivity, and telephony functions)
make it easy to add accurate speech recognition interfaces to any telephony application.
Callers can speak continuous characters like account number or product ID as if they were
conversing with a human agent. For more information, contact Anne Marie Clark at
617-449-4100. Multiplatform CTI Middleware
Aspect Telecommunications Has Announced The Release Of Prospect CTI
SoftwareTM, a comprehensive and open family of call center computer-telephony integration
application development tools and server software. Prospect CTI Software is designed for
the development and implementation of CTI applications for call centers equipped with
systems from Aspect, Lucent Technologies' Business Communica-tions Systems Operating Unit
and the Switching Systems Division of Rockwell. It is designed to enable the streamlining
of the development and customization of call center applications such as intelligent call
routing, screen synchronization and coordinated data and call transfer between agents
within the same call center or across multisite call centers. At the heart of Prospect CTI
Software is CTI Server software and a set of application development tools including the
CTI Application Programming Interface Toolkit, CTI OLE Controls (OCX) for rapid CTI
application development, Screen-Pop WizardTM for rapid interfacing to host applications,
Routing WizardTM for rapid development of intelligent routing applications and CTI Java
Class Library for rapid development of Java-enabled CTI applications. For more
information, call 408-325-2200.
Speech Recognition Developers Toolkit
Voice Control Systems, Inc. has announced the introduction of Ready ReceptionistTM SDK, a
developer's toolkit designed to offer OEMs, systems integrators and VARs the capability to
provide their customers with speech-recognition-based automated attendant products. With
speech-driven automated attendants answering and directing a company's calls, there is no
longer any need for callers to "know a party's extension" or "spell the
party's last name using the letters on your keypad." The caller may simply state a
person's name or department and the system will connect the call through the company's
existing PBX/voice mail system. SDK includes a developer's license for VCS' phonetic ASR
engine, Phonetic VRTM, WordbuilderTM, a VCS type-in tool for building ASR vocabularies,
and a 40,000-word lexicon of preprocessed words. For more information, contact Desmond
Pieri at 617-494-0100.
Desktop Call Control
TeleMagic, Inc. and PAGE Tele-COMPUTING, Inc. have announced the integration of
PAGE's LINK software enhancement for modems and telephone systems with TeleMagic's CTI DDE
(Dynamic Data Exchange) services. With the support of TAPI, TSAPI, Windows 95, Caller-ID
and more, LINK will provide the ability to link desktop, telephone systems and TeleMagic
software for a full phone automation solution. By using TeleMagic's CTI LINK built-in
phone dialer, users can point and click numbers on the number pad or have the ability to
use the speed dialing function, which will dial up to 15 numbers. The call control window
gives users the ability to manage telephone functions such as placing calls, putting calls
on hold, transferring calls, setting up conference calls and more. TeleMagic's CTI LINK
also supports ANI, DNIS and IVR input to search for a record in TeleMagic's database.
Scripts in TeleMagic can automatically be launched at the same time as the record pop,
based on the number dialed by the caller. For more information, contact Michelle Franklin
at TeleMagic at 800-835-6244 or Paul Baron at PAGE TeleCOMPUTING at 561-279-0340.
Call Router And Enhanced CTI Middleware
Aurora Systems, Inc. has announced the introduction of a new version of its FastCall(r)
CTI middleware and also FastCall CentralTM, a new intelligent call router. Enhancements to
FastCall include an integrated voice response (IVR) interface capability, called FastCall
CollectorTM, that enables call centers and help desks to collect data about a call via
caller-entered Touchtones(r) through a voice response system. It also includes
improvements to its intelligent screen pops, coordinated voice and data transfers,
outbound preview dialing and robust screen-based telephony. FastCall Central is a
stand-alone server software product that uses ODBC technology to direct calls based on
customer database information. The router also has the ability to pull pertinent data from
a central database and provide a screen pop of the information on the agent's screen. In a
"no match found" situation, the router will provide alternative routing and/or
agent notification. For more information, call 508-263-4141.
Enterprise Resources Integration Tools
SOFTWARE AG and Aristacom International, Inc. have announced the availability of products
that provide business solutions that link enterprise computing, Internet and telephony
resources. The SOFTWARE AG ENTIRE(r) tool is designed to help build an agile and
responsive integrated network of computing resources. With Aristacom's DynaRepTM and
SCIL*ICP(r) CTI-integration tools, users can link telephony and Internet resources to
applications and data. Coupling SOFTWARE AG's high-performance ADABAS(r) data management
products and SourcePointTM data warehouse tools with Aristacom's CTI tools enables
companies to use their customer interactions as opportunities to build their information
resources. For more information, call SOFTWARE AG at 800-943-9534, ext. 150 or Aristacom
at 800-223-7245.
Enhanced Services Platform
IEX Corporation has announced the release of the daVinci Service NodeTM, an enhanced
services platform that provides call routing and customized call treatments under a
unified service creation and control environment. The system supports multiple clients and
high-volume transaction rates and is suited for wireless and wireline carriers,
telecommunications resellers and service bureaus. Enhanced services include: Incoming Call
Screening, Prepaid Cellular, SMR Group Calling, Caller ID, Reverse Billing, Cellular 800
Calling, Conferencing, Meet-Me, Enhanced Call Routing, Debit Card, Enhanced Travel Card,
International Callback, Personal Number Routing, Virtual Private Networks, Dealer Locator
and Follow-Me. For more information, contact Stan Jasinski at 972-301-1300.
Decision Support System
Silvon Software, Inc. has announced the release of SCTrackerTM, a decision support system
for storing and analyzing data from help desk software applications. It is designed to
pull operational data from any of Silvon's help desk systems into a multidimensional
database of current and historical comparative information. Data is viewed by varying
characteristics (or dimensions) such as who reported the incident, day/date/time of the
incident, who resolved the incident, the assets involved in the incident, or dimensions
related to the asset, customer and support representative. For more information, contact
Pat Hennel at 800-874-5866.
Telesales Training Via The Internet
Teleminar has announced the introduction of Interactive Telesales Training via
the Internet. Users hear how to deliver Call Guides while viewing text and delivery cue
symbols showing where to pause, use faster or slower pace, emphasize a word, etc. These
are played out in role-play scenarios in which the user begins by clicking on the
"Both Responses" icon to hear both prospect and TSR response. Next, the trainee
role-plays with the computer by clicking on "Prospect Only" icons in the
role-play dialog and responds to them as they would on a real call. Trainees can have
their delivery evaluated by leaving a recording of the Call Guides on the Delivery
Evaluation Line. A trainer from Teleminar will leave tips in the trainees' voice mail
boxes, as well as comments and an example of how they should have delivered it. To
view/hear a free demonstration on the Web, see www.teleminar.com
or call 888-241-3050, ext. 3050.
Enhanced Database Application Development Tools
Empress Software has announced enhancements to the Embedded Empress Developer's Toolkit, a
suite of database application development tools designed for developers of embedded
operating systems. Empress has added Internet/Intranet Web support to its HTML toolkit,
support of Java applets and a JDBC/ ODBC bridge. These enhancements are designed to allow
developers to create dynamic and interactive RDBMS-driven Web applications. The HTML
toolkit enables application developers to link their Web pages to the Embedded Empress
RDBMS via CGI database calls. The HTML toolkit also supports Java applets and the
JDBC/ODBC bridge allows Java programmers to access Empress databases using standard JDBC
calls. For more information, contact Channa Omkar at 301-220-1919.
List Access Via Internet
CAS has announced new Internet-based data transfer services available through FTP
(file transfer protocol) and the Internet. Using FTP, marketers and list managers can
access, via the Internet, CAS database services including Phone Append, NCOA, Merge/Purge
and Lettershop. Data-base enhancements for a list can be selected, processed and
downloaded, in many cases the same day. The security of data and orders is protected by
the use of customer passwords and user agreements. CAS supports both PC and Macintosh
platforms and both Netscape Navigator and Microsoft Explorer browser software. The CAS
InterVision Internet list query system allows list managers and marketers easy access for
list counts and other data almost instantaneously via the Internet. Selected data can then
be sent via FTP, including reports. For more information, call 402-393-0313.
Internet Faxing Products
V*Channel, Inc. has announced the availability of the FAXLink Web FaxGateway. It is
designed to enable people browsing through a Web site to choose documents from a list and
have them sent by fax. Call center service agents can also use the gateway to select
documents from a list displayed on an HTML page and have them sent by fax. The FAXLink Web
FaxGateway features a command language application programmer's interface that allows Web
servers, through CGI scripts, to control FAXLink to send a fax. V*Channel also announced
the release of the Doc-2-Fax document conversion software. It automatically converts
document files to fax-formatted image files, thus eliminating the administrative tasks
associated with setting up and updating the fax-formatted image files for fax-on-demand
systems. Designed to work with V*Channel's FAXLink fax-on-demand system, the Doc-2-Fax
processor automatically updates the fax image files so the latest revision of the document
is always sent when a fax-on-demand request is processed. For more information, contact
Alan S. Yatagai at 408-980-9999, ext. 102.
Internet Connectivity For Call Automation Platform
InterVoice, Inc. has announced the release of VisualConnectTM, its Internet connectivity
option to OneVoice(r), the company's call and business process automation platform. Users
with a PC, Internet access and an Internet-compatible browser can securely access, view
and interact with host and database information via the World Wide Web. VisualConnect's
Customer Service option offers telephony integration capabilities including interactive
voice response, voice recognition, text-to-speech, fax and transfer to customer service
representatives. While engaged in an interactive session with a VisualConnect Customer
Service-enabled Web site, users can directly place a request with the Web site's call
center to call or send a fax to the user during the session, or schedule the callback or
faxback at a later time. For more information, contact Catherine Kingeter at 972-454-8934.
Online Customer Service
EveNTs Software Products, Inc. has announced the availability of Customer EveNTs
System (CENTS), an Internet/Intranet-based call center solution that doesn't require
telephone calls. CENTS, incorporated with Microsoft NetMeeting, Internet Information
Server and SQL Server offers direct chat, voice and video contact capability with sales
and customer service staff over the same connection that brought a customer to your Web
site. CENTS provides advanced call-routing services and customer service tools and can be
adapted to handle call center applications of any size. While CENTS is connecting with a
live customer, it collects information about the customer and what they were doing on the
Web site and passes this data to a selected customer service representative. For more
information, contact Carolyn Ann Walgren at 817-685-5626.
Chat On The Virtual WWW
Superscape, a 3-D software company, and Black Sun Interactive, an online community
company, have announced they have integrated the Superscape Viscape browser with Black
Sun's online community functionality. A new Java interface has been added to the Viscape
browser that links with Black Sun Interactive's Passport client software to enable chat on
the Virtual World Wide Web, a global network of over 200 independent 3-D pages. Key
benefits of Black Sun's community functionality that will be available through
Superscapes's Viscape browser include the ability to choose your own 3-D representation,
or "avatar," and to view and interact with other users as avatars; communicate
with others through a text-based chat in both group and one-to-one interactions; and
exchange personally tailored business cards, "cybercards," with other users. For
more information, contact Dia Cheney at Black Sun Interactive at 415-273-7000 or Maggie
Templeman at Superscape at 408-969-0500.
WWW Applications Testing
Hammer Technologies has announced the availability of WebHammerTM, which integrates WWW
testing into the Hammer product family, making it possible for comprehensive load, feature
and in-service testing of telephony applications that involve WWW interaction. WebHammer
is designed to provide an easy-to-use model based on the Hammer Visual Basic (HVB)
language, allowing the rapid deployment of scripts that mimic the operation of Web
browsers, accessing and manipulating Web pages. The tester needs no knowledge of HTTP and
TCP/IP. WebHammer features are provided through special extensions to the HVB language,
which accesses the Hammer OLE automation server. For more information, contact Mariana
Haven at 508-694-9959.
Internet Screening System
NetPartners Internet Solutions, Inc. has announced the availability of WebSENSE
version 3.01, an Internet screen system designed for networked use. It promotes
professional use of the Internet within an organization by blocking undesirable or
inappropriate Web sites. It uses an advanced system that works with a Master Database of
more than 60,000 URL and newsgroup addresses that fall into one of 28 categories. Each
category may be selectively turned on or off. The Master Database is continually updated
and WebSENSE automatically downloads it each day so customers always have the most current
list of blocked sites. For more information, contact Robbin Hunt at 800-723-1166, ext.
3046.
Phone/Call Center Connectivity Though Web
Cento Systems, a systems integrator reseller, has announced the availability of Gold
Systems' Click-N-CallTM. Click-N-Call allows World Wide Web users to click a button on
their computer screen and be connected, over the Internet, to a regular phone on the other
end. This technology provides end users the ability to speak with the company sponsoring
the Web page through their multimedia PC while still looking at their Web site or browsing
others. Cento Systems can tie your business Web site together with your call center. For
more information, contact Steve Ferraro at 303-220-7225.
Simultaneous Voice/Internet Connections Over One Phone Line
Ericsson has announced the introduction of the Phone Doubler, which is designed to give
Internet service providers the ability to offer their customers voice calls while they are
logged onto the Internet, without customers needing a second phone line. The Phone Doubler
enables people to make and receive phone calls to or from anywhere in the world through
their computers while logged onto the Internet. Ericsson is able to provide wireline voice
quality over an Internet connection due to patented technology developed for digital
wireless communications. The Phone Doubler allows Internet users to talk to anyone,
anywhere, without the other party needing to have specific software or be logged onto the
Internet. For more information, contact Kathy Egan at 212-685-4030.
Internet Gateway
Rockwell Switching Systems Division (SSD) has announced the launch of the
Rockwell Internet Gateway, the first product of its Internet Pioneer Program. The Rockwell
Internet Gateway integrates NetSpeak Corporation's WebPhone technology with Rockwell's
Spectrum ACD, enabling customers to speak with a live agent by clicking on an icon on the
company's home page. The voice connection is accomplished over the same phone line used to
access the Internet. The caller can continue to surf the Net while talking to the agent.
The Rockwell Internet Gateway delivers real-time, business quality, full duplex, encrypted
communications with point-to-point voice and data communication over the Internet or
Intranet and other TCP/IP-based networks. Customers browsing a company's home page to a
call center have point-to-point communication with high-quality, real-time speech. For
more information, contact Lorri Weston at 630-227-8000.
Unified Messaging Over Internet
Centigram Communications Corporation has announced OneView Web, a World Wide Web-enabled
version of Centigram's OneView multimedia, unified messaging application on Centigram's
Series 6 communications server. OneView Web allows users to log on to their Centigram
mailbox through the World Wide Web or private Intranet using a Netscape Navigator Web
browser and the Centigram Web plug-in. This allows users to use any Netscape browser on
any PC worldwide to view their voice, fax and compound messages, play messages, and
compose or answer messages. Windows 95, Windows NT and Macintosh desktops are supported.
For more information, contact Dan Spalding at 408-428-3559.
Security Key
Internet Business Advantages, Inc. (IBA) has announced that it has developed a Web-based
software license "key" application for Raptor Systems, Inc.'s "THE
WALL" security product, a Windows NT-based preconfigured firewall that protects an
organization's file transfers, e-mail and World Wide Web access. The IBA application
enables WALL users to utilize the Internet to register their software via Raptor's Web
site and access the license key to unlock the product. The technology integrates Raptor's
customer and reseller databases, with its order proc-essing, billing and software license
information. For more information, contact Jane Dill at 617-272-3344, ext. 104.
Meta-Search Tool For Web
Inference Corporation has an-nounced the availability of CasePoint(r) WebServer Version
2.1, a new release of the company's self-help customer support tool that introduces
Inference FindTM, a intelligent meta-search tool for Web content. Inference Find extends
CasePoint WebServer's problem solving capabilities by allowing users to expand their
searches to include content from the World Wide Web. Users can now move beyond cases,
which are collections of specific problems and solutions, and take advantage of resources
such as manufacturers' Web pages and UseNet groups to quickly locate software patches and
missing device drivers. For more information, contact Susanna Cesar at 415-893-7208.
Telephony Software For Java
Lucent Technologies has an-nounced new telephony software for Sun Microsystem's
JavaTM programming language. The new Java software adds Internet integration to the
networks that Lucent's PassageWay Telephony Services supports. PassageWay Telephony
Services uses TSAPI to integrate telephony with computer networks. PassageWay already
integrates telephony with corporate Novell and Microsoft Windows NT networks. The new Java
telephony specification, called Java Telephony API or JTAPI, uses Java and the Internet to
link various computers, like Microsoft Windows, Apple Macintosh, UNIX and OS/2 with voice
networks, allowing multimedia conferencing and collaboration across different computer
systems, mixing electronic mail, fax, video, documents and telephony. Lucent Technologies
and Sun Microsystems jointly initiated the Java Telephony specification, which was then
coauthored with industry leaders before its adoption by Sun. For more information, contact
Ryerson Schwark at 908-953-7528.
AT&T American Transtech Changes Name
AT&T American Transtech has announced it has changed its name to AT&T Solutions
Customer Care. AT&T Solutions Customer Care provides advanced call-handling services,
account management, sales-lead generation, dealer-locator programs, Internet support,
customer service, help desk and crisis care. AT&T Solutions Customer Care also
announced the opening of a new, virtual environment call center in Jacksonville, Florida
to answer customer inquiries about Clairol and its products.
Ericsson Business Systems Changes Name
Ericsson Business Systems, a division of Ericsson Inc., has announced it has changed its
name to Ericsson Enterprise Networks. Ericsson Enterprise Networks will offer network
solutions to corporate clients that are integrating voice, data, fax and videoconferencing
services into their existing networks.
Postalsoft Changes Name
Postalsoft(r), Inc. has announced it has changed its name to FirstlogicTM, Inc., to more
accurately reflect the diverse markets the company serves. The firm's postal division will
take on the original Postalsoft name, and its data warehousing applications will be
managed by the i.d.CentricTM division. Firstlogic encompasses two additional divisions:
Postalsoft Image Technology and FirstSolutions.
Harte-Hanks Explores Divestiture
Harte-Hanks Communications, Inc. has announced it will explore the divestiture of its six
daily newpapers, approximately 25 associated nondaily publications and sole television
station, KENS-TV in San Antonio. The company has retained Donaldson, Lufkin & Jenrette
Securities Corporation as its financial advisor in the transaction.
IEX Creates New Business Unit/Awarded Patent
IEX Corporation has announced the creation of a Wireless Solutions business unit, a
division of IEX that will develop customized products and implement projects for wireless
service providers. IEX also announced it has been granted a patent for the rules-based
routing technology used in its intelligent network and call center products.
Brooktrout Forms New Subsidiary
Brooktrout Technology, Inc. has announced it has formed Brooktrout Interspeed, Inc., a
wholly owned subsidiary, to develop and market data communications hardware and software
products to address the high-speed access requirements in the rapidly expanding
telecommunications industry. Brooktrout named Stephen A. Ide president of Brooktrout
Interspeed and Rajeev Agarwal as senior vice president of research and development.
DialAmerica Expands Workforce
DialAmerica Marketing, Inc. has announced it is significantly increasing the number of
employees at its Pittsburgh, Salt Lake City and Orlando call centers. Sixty new TSRs will
join the Salt Lake City call center, boosting the total number of employees there to 175.
DialAmerica will also increase the number of workstations there to 80 from 40. At its
quality assurance operation in Pittsburgh, a total of 100 new employees and 64
workstations have been added there. Eighty new hires were added at the Orlando call
center, which also added 36 new workstations, boosting the total number to 108 from 72.
DialAmerica employees place more than 250 million phone calls annually from 5,000
workstations. On average, the company employs approximately 8,000 TSRs who conduct 4 to 5
million conversations on behalf of the company's clients each week.
Sprint Opens New Call Center
Sprint TELECENTERS Inc. has announced the opening of its fifth call center in Tallahassee,
Florida. The center is located at Innovation Park, a research park affiliated with the
Florida State University College of Business and will eventually employ more than 200
people. The venture is part of a collaborative marketing research agreement with the FSU
College of Business. The FSU TELECENTER houses state-of-the-art,
predictive-dialing-technology-equipped PCs at each of the more than 120 workstations, in
addition to training rooms, a recruiting center and management offices. Sprint TELECENTERS
has more than 750 fully automated workstations and more than 1,200 employees.
ICT Group Expansion
ICT Group has announced the opening of new call centers in Eddystone, Pennsylvania and
Amherst, New York. The Eddystone facility is part of ICT TeleSolutions, the business unit
specializing in teleservices for the pharmaceutical, managed health care, publishing and
telecommunications industries. The center is equipped with 254 automated inbound and
predictive outbound universal workstations. The Amherst call center is part of ICT
Marketing Services, the company's division that offers market research and financial
marketing services. It is equipped with 48 predictive dialing outbound stations and 150
inbound stations. ICT Group employs more than 300 professionals in management, sales,
systems and operations and approximately 3,300 TSRs.
IDRC Opens New Center
International Data Response Corporation (IDRC) has announced it will open a call center in
Buffalo, New York. IDRC provides sales and customer support for multinational
corporations. The company's 3,500 employees work in eight cities across North America.
IDRC entered Western New York last December when it acquired a call center in Buffalo's
Waterfront Village from cable giant TCI. With this new announcement, IDRC has committed to
building a much larger, state-of-the-art call center.
Integrated TeleServices Receives Funding
Receivables Funding Corp.SM has announced it has entered into a multiyear agreement with
Integrated TeleServices Inc. designed to accelerate the telecommunications reseller's
growth. The funding arrangement gives Integrated TeleServices the flexibility to expedite
its receipts of customer payments.
Black Ice/Mitek Marketing Agreement
Black Ice Software, Inc. has announced it has signed an agreement with Mitek Systems, Inc.
for the worldwide sales and distribution of the Internet Fax Server. Mitek will market the
product under the name "INTRAfax." As a result of successful collaboration on
this product, Black Ice Software and Mitek Systems will continue to develop new products
intended to improve and lower the costs of fax, voice and e-mail communications.
Westinghouse/Excel Agreement
Westinghouse has announced it has singed a cooperative teaming agreement with Excel, Inc.
in which Westinghouse will utilize Excel programmable switches to provide an affordable
and scaleable PCS network solution. The Westinghouse offering will include a fully
integrated line of technology and management services designed for smaller PCS networks
such as those operated by companies awarded C-, D-, E- and F-bloc licenses from the FCC.
Nabnasset/Comverse Agreement
Nabnasset Corporation has announced it has signed a cooperative marketing agreement with
Comverse Information Systems Corporation. Under the terms of the agreement, the companies
will cooperatively market Nabnasset's flagship product VESP(r) (Voice Enhanced Services
Platform) with Comverse's ULTRATM Series of digital multimedia recording products. As part
of the agreement, Nabnasset and Comverse have agreed to integrate tightly Nabnasset's
software with Comverse's digital recording solutions.
Rockwell SSD/imagINe Alliance
Rockwell Switching Systems Division and imagINe LTD have announced the signing of a joint
application development and marketing alliance. The alliance will produce a totally
integrated customer-to-agent solution for the financial services industry by offering a
suite of video application development tools that will enable customer-controlled rapid
development and deployment of interactive video applications at the call center video
agent terminal and remote video kiosks workstation.
Comverse/IBS Agreement
Comverse Information Systems Corporation and IBS Corporation have announced they have
signed a joint marketing and technology development agreement. The companies have
integrated their call center technologies to offer a monitoring and training solution that
captures and stores agent-customer conversations as well as workstation screens. Comverse
and IBS have also agreed to co-market the combined solution to their respective customers
and prospects.
AT&T/Paymentech Agreement
AT&T and First US Paymentech, Inc. have announced plans to jointly promote AT&T's
Web Site Services to Paymentech's existing merchant customers. AT&T SecureBuySM
Service adds seamless credit card processing capabilities to a Web site and provides a
secure environment for both consumers and merchants. Paymentech's processing management
services ensure transactions through AT&T SecureBuy Service sites are authorized and
settled.
NACT/Coherent Agreement
NACT Telecommunications Inc. has announced it has agreed to distribute the ConsortiumTM
Conference Bridge from Coherent Communications Systems Corporation. Key to the agreement
is the capability of NACT customers have of integrating the Consortium Conference Bridge
into NACT's Specialty Communications Exchange (STX) tandem switching system. NACT's
current and future customers can now obtain telecommunications switching and billing
applications, hardware systems and a fully compatible teleconferencing bridge from NACT.
Active Voice/Siemens Agreement
Siemens Business Communication Systems, Inc. and Active Voice have announced the forming
of a strategic relationship to jointly develop multimedia messaging solutions as part of
Siemens' highly integrated global communications platform. Initially, Siemens and Active
Voice will develop a unified messaging system that lets people choose how they access and
exchange messages that are created as voice mail, e-mail, fax or mixed-media files.
Group 1/Versatility Agreement
Group 1 Software, Inc. has an-nounced it has signed a letter of intent with Versatility,
Inc. Group 1 will integrate Versatility's PowerGuide Plus software component into the next
version of its WorldTrak sales and marketing automation system, thereby adding CTI
functionality to WorldTrak and enabling field salespeople to share information with their
companies' central call centers or customer service centers.
TeleSpectrum Acquires Voice FX Division
TeleSpectrum Worldwide Inc. has announced it has acquired the Interactive Response
Division of Voice FX Corporation. The division has been renamed TeleSpectrum Interactive
and will provide interactive voice response solutions within the interactive promotion and
direct response marketplace.
Paymentech Acquires CheckFree Portfolio First USA
Paymentech, Inc. has announced it has acquired the credit card processing portfolio of
CheckFree Corporation. The acquisition includes merchant contracts for credit card and
automated clearing house transaction. CheckFree and Paymentech have also entered into a
two-year referral agreement for new business in which CheckFree will refer merchant credit
card processing prospects to Paymentech.
Dickens, ProAmerica And ProAmerica Systems Merge
Dickens Data Systems Inc. has announced it has merged with ProAmerica Inc. and ProAmerica
Systems Inc. The combined companies will operate as Dickens Data Systems Inc. and will be
the largest IBM(r) midrange systems distributor in the nation.
International Rates Lowered
BELGACOM has announced it has reduced international tariffs by 10 percent for
calls from Belgium to Andorra, Denmark, Germany, the Faroe Islands, France, the
Netherlands and the United Kingdom. The standard rate will fall to 18.15 Belgian francs
(BEF) (U.S. $0.52) per minute (VAT included) from 20.17 (U.S. $0.58). In February,
BELGACOM lowered its rates for international connections with 122 countries outside
Europe. The reductions range from 8 to 33 percent, depending on the destination. For
example, the cost of a call from Belgium to Singapore was reduced by 8 percent and the
cost of a call to Egypt was reduced by 26 percent. For more information, contact Susan
Mirbach at 203-221-5270.
Network-Based Software Solutions
NBTel has announced the launch of Connectivity, a suite of network-based software
solutions that integrate voice and data. Connectivity is designed to enable businesses to
perform many tasks, from viewing information on customers as their calls are coming in, to
tracking caller statistics, to routing customers to the agents best skilled to assist
them, based on the callers' personal history. Connectivity can work off any switching
platform and, as a network-based service, ensures continuous access to the most up-to-date
technology while removing both the need for a large up-front capital investment and the
risk of equipment becoming obsolete. NBTel is partnering with computer-telephony
integration software provider Genesys Telecommuni-cations Laboratories on this initiative.
For more information, contact Sue Clack at 800-267-2057.
Xantel/Nippon Telephone Agreement
Xantel Corporation and Nippon Telephone and Telegraph International have announced a
strategic development and distribution agreement. Under the terms of the agreement, an
entirely new class of priority call management products will be introduced in the Japanese
business market. The new products will be the first-ever Japanese offerings of a fully
integrated, multimedia CTI priority call management solution, featuring positive caller
identification, knowledge-assisted call handling, remote workforce connectivity,
one-number access, "follow me" call routing and customized messages.
Cambrian Systems Joins Newbridge Affiliates
Newbridge Networks Corporation has announced that Cambrian Systems Corporation, a
Kanata, Canada-based developer of Wavelength Division Multiplexing (WDM) systems, has
become an affiliate company. WDM represents the next generation of fiber-optic networks
and enables the transmission of many independent optical channels on a single fiber. The
addition of Cambrian broadens the solutions offered by the Newbridge affiliate group of
companies and reinforces Newbridge Networks as a provider of high-bandwidth networking
solutions.
VCS Technology Featured In Tele Danmark Service
Voice Control Systems, Inc. (VCS) and Tele Danmark (Denmark's national
telecommunications operator) have announced the integration of VCS' speech recognition
technology within Tele Danmark's Help Desk for enhanced network services. With the
addition of VCS' speech recognition to the Tele Danmark Help Desk, enhanced network
services can be accessed by voice rather than the telephone keypad. It is no longer
necessary for subscribers to use touch-tone enries to obtain information. Instead, they
can simply speak the necessary commands to maneuver themselves through the help desk
system.
Hibbert Group To Establish International Customer Service Center
The Hibbert Group has announced plans to establish an International Customer
Service Center. Although The Hibbert Group provides fulfillment and distribution of
marketing material internationally, the customer service in response to that material now
often takes place in many different locales by many different companies. The International
Customer Service Center will adapt to the specific needs of each customer, providing
translation services according to customer need and the service package selected by the
customer. The Center will be located at The Hibbert Group's Denver location.
Tellabs Building Facility In Finland
Tellabs has announced it is investing approximately $20 million in a new
production plant and research facility, which are being built on a 10.5-acre site in
Espoo, Finland, near Helsinki, where Tellabs Oy's operations are also located. The new
facilities are needed for the increased demand for Tellabs' MartisDXX managed access and
transport network solution. Tellabs will also be implementing a production logistics
program in the new facility, aimed at reducing throughput time.
PEI Begins Technology Upgrade
Prince Endward Island Premier Pat Binns has announced an initiative to create a
massive increase in technology use in PEI. PEI, in cooperation with Island Tel Advanced
Solutions, Newbridge Networks and Sun Microsystems of Canada Inc., has begun building one
of the most pervasive broadband communications networks in the world. Stretching from one
end of the island to the other, and joined by fiber optics to the mainland, the PEI
Broadband Network will offer citizens, students, educators, business and government
networked applications at low costs. Newbridge Networks of Kanata, Ontario, is installing
advanced switched routers in the province's schools. Sun's servers will be the platform
that can provide every student, teacher and administrator in the PEI school system with
universal Internet and e-mail access. The network will be comprised of an asynchronous
transfer mode (ATM) backbone operating more than 5,500 times the speed of today's standard
28.8 Kbps modems. The project will connect more than 200 attachment points to serve
schools, post-secondary institutions, government offices, libraries, hospitals, private
industry and home users.
Alliance Call Centre Expands
Alliance Call Centre Services has announced it has moved to new facilities in
Welland, Canada. The new facility will house 132 workstations and provide Alliance
customers with 24-hour access to Alliance's services. Since opening in January 1995,
Alliance has grown from a staff of 8 to 200. Alliance designed its own call-management
system that evaluates employee performance within any type of call center, and is
marketing it to companies throughout North America. Alliance provides information and hold
lines for software assistance, emergency roadside assistance lines, order-taking
facilities for memberships and fund-raising and complaint lines. |
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