New Products...

• New Telemarketing Firm
  
  Adam D. Probolsky has formed Adam D. Probolsky & Associates, a telemarketing and research firm. Based in Newport Beach, California, the company specializes in telemarketing and technology integration - focusing on politics and public opinion - and offers voter contact services through telemarketing and technology such as the Internet. Adam D. Probolsky & Associates also conducts media campaigns and government relations work and consults for candidates and elected officials. For more information, contact Adam Probolsky at 714-854-6644.



• Advantage kbs, Inc. Releases Updated Software
  
  Advantage kbs, Inc., a developer of customer support automation technology, has announced the release of version 2.1 of the IQSupport™ Applications Suite. This version includes a new multi-browser interface and enhancements to the Knowledge Editor and the Knowledge and Documentation Administration System (KDAS). The multi-browser eases the development and use of knowledge bases, integrates with electronic manuals and allows users to access manuals via the World Wide Web. The Knowledge Editor has been enhanced to allow IQSupport users to connect directly to a document's table of contents. The software's new facility, KDAS, is designed to allow systems administrators to put new knowledge bases and books into production and to manage their libraries of knowledge. For more information, contact Dina Barr at 908-287-2236.



• Ameridial Expands Service
  
  Ameridial, a telemarketing firm, has announced the expansion of its telemarketing service to include inbound telemarketing using a new call processing system from Aspect. The system combines seamless integration of inbound and outbound telemarketing, fax and electronic mail transmission. The system also offers dialed number identification service, automatic number identification, trunk prioritized response and synchronized screen management. For more information, contact Mark Schmidt at 1-800-445-7128.



• Extended Consulting Services
  
  Bellcore has announced the expansion of its call center consulting services beyond the regional telecommunications companies to include such companies as those in the public utilities, finance, insurance and travel industries. Services include business analysis, technical consulting and call center engineering. Bellcore can guide clients through the process of establishing a call center, evaluate existing call centers and recommend means for optimization. The company has developed an end-to-end 18-point call center review that helps customers identify the strengths of their call center operations and highlights areas that can be improved. For more information, contact Annie Lindstrom at 201-829-4062.



• Next-Generation Sales Opportunity Management System
  
  Borealis Corporation has announced its flagship product, Arsenal, a new product designed for rapidly developing, deploying and maintaining client/server-based, mobile sales opportunity management systems (OMS). Arsenal was built to address both IS and sales force needs for rapid development and ongoing customization to meet changing business requirements. Arsenal provides order of magnitude reductions in the implementation phase associated with other sales OSM systems. It is targeted at Fortune 2,000 companies that want to build their OMS in one-fourth to one-tenth of the time required with traditional products and also want the flexibility to quickly incorporate ongoing changes. Arsenal encapsulates popular sales tools such as opportunity management, customer account management, competitive information tracking, sales analysis, territory management, forecasting and scheduling. It also provides the ability to develop custom proposals and presentations and generate order forms. Arsenal provides rapid development through offering an order of magnitude reduction in development and deployment, thus reducing implementation cost, time and risk. It features ease of customization throughout the life cycle because it is written in C++ and provides a high-level Visual-Basic-like scripting language that enables even novice programmers to rapidly develop sales OMS solutions, quickly customize features and easily add enhancements. Arsenal is built on a mobile, three-tier client/server architecture that can scale from 5 to more than 5,000 users. Its extensibility enables additional functionality and investment protection by separating customized code from the base code. As new versions of the base product are released, the existing customized code can be used with the updated system. Arsenal also integrates with legacy systems and enables sales representatives in the field to receive critical access to corporate information. Changes made by these mobile users are automatically incorporated into the appropriate central corporate database. Through Arsenal's mobile synchronization features, field sales professionals can travel with a complete set of prospect, customer and product information, and keep their laptop databases current with all corporate databases. Its synchronization engine also provides automatic remote application updating, so new customizations get into the field quickly. For more information, contact Colleen Kelly at 702-832-3737, ex. 204.



• New Computer Workstation
  
  Delco Associates, a manufacturer of office furniture, has announced it has begun marketing the New Chrysalis myPOD concept computer workstation to telemarketing and customer service centers. The ergonomic workstation is designed to help eliminate stress-related symptoms and injuries, improve comfort and increase productivity. An adjustable work surface joins with an ergonomically shaped tilting chair that frees computer users to rock and swivel while working. The myPOD's reclining posture is designed to allow all joints, including the neck, to be in the mid range of their motion, while the chair, rather than the spine, supports the upper torso. For more information, contact Ronald D'Elia at 203-661- 5101.



• New Dictaphone System
  
  Dictaphone Corporation, a maker of Integrated Voice and Data Management™ systems, has announced the introduction of Insight, the first digital-based call center monitoring system that simultaneously records both verbal telephone transactions as well as all screen-based computer information associated with those calls. Insight is designed to improve the productivity and call-handling skills of agents and reduce potential liability by providing a complete record of the entire telephone transaction. Call center supervisors can monitor, evaluate and verify the entire information exchange. Insight also offers customized on-line evaluation forms for review of call taker performance. For more information, contact Robert Qamar at 203-381-7000.



• New Call Verification System
  
  EIS Systems, a division of EIS International, Inc., has announced the introduction of Sound and Screen, an automated call verification system. When integrated with EIS International's Call Processing System, Sound and Screen enables call center operators to record, verify, store and retrieve vital telephone transaction information. The system can record up to 48 simultaneous transactions for single or multiple campaigns, and supports up to 12 verifiers concurrently. A built-in report writer creates standard and customized reports that analyze verifier and agent performance, and the system archives all voice and data fields on digital audiotape. For more information, contact Jodi Wallace at 203-351-4800.



• Windows-Based Predictive Dialer
  
  Executone Information Systems, Inc., has announced the availability of INFOSTAR/Predictive Dialer Release 4.5. This version extends the system's capability through a Windows-based graphical user interface that allows full support for DOS, Windows and Windows 95. New features include Screen Builder and Query Builder to allow nontechnical administrative users to maximize system capabilities; real-time monitoring of inbound and outbound call distribution, automated data exchange; and campaign preparation. The system can be keyboard-driven or piloted with a mouse and is completely compatible with versions 4.0 and 3.0. For more information, contact Tina Horne at 203-882-6317.



• Customer/Contact Management Software
  
  Touchstone Software International has announced the availability of Wintouch, a sales/contact management software package. Wintouch provides activity tracking, a sort/search capability, PC compatibility and one integrated database. The sort/search capability allows users to sort, query, find and group specific related information on contacts, accounts and activities as well as record personal notes such as special interests and hobbies. Wintouch is compatible with PC applications including word processing, spreadsheet and mail merge functions. For more information, contact Valerie Clark at 714- 470-3725.



• New Ergonomic, Recyclable Seating
  
  HAG, Inc. has announced the introduction of the HAG SCIO task seating line that features a rocking mechanism designed to facilitate variation and movement essential for improving circulation and reducing stress and strain during prolonged sitting. Features include a tilt tension that automatically adjusts to the user's weight; adjustable seat depth and back height; pneumatic height adjustment; footrests; and optional armrests. All component parts are recyclable and marked for sorting. Also, HAG has announced the HAG CREDO is available with adjustable height/width arms. The arm height adjusts 2� inches and the arm width adjusts 4� inches from a minimum width of 18 inches to a maximum of 22�. The ergonomic collection includes seven managerial/ task chairs and eight guest/conference chairs. For more information, call 1-800-334-4839.



• New Call Center Automation Software
  
  Information Management Associates, Inc. (IMA) has announced the availability of its EDGE TeleBusiness� Software System Release 3.6 and TELEMAR Release 5.9. The EDGE TeleBusiness Software System provides users with development tools to create applications to support their specific call center requirements. Features include a Windows-based development environment, database links, telephony interfaces, faxing and a full graphic environment including object linking and embedding and dynamic data exchange. TELEMAR's Release 5.9 has a new, feature-rich interface developed with InterVoice's InterDial predictive dialing software. TELEMAR Release 5.9 also supports custom script generation and branching, customer inquiry tracking and management, and sales forecasting and management. For more information, contact Kathy Corry at 203-925-6831.



• InfoCision Expands Client List Services
  
  InfoCision Management Corporation, a direct marketing firm specializing in telephone fund raising, business-to-consumer and business-to-business sales, has announced it is creating a new department that will focus on acquiring, analyzing and developing database lists for their clients. InfoCision plans to identify new prospecting lists for their clients, using modeling to maximize list results and reduce the overall cost of their client's prospecting programs. The department will research, consolidate and fine tune lists tailored to each client. InfoCision currently helps clients develop their databases by increasing the efficiency of their clients' in-house lists and integrating the new names they activate from rented lists. For more information, contact Bev Thompson at 330-668-1400.



• New Videoconferencing Software
  
  Lucent Technologies has announced the release of MultiPoint Conferencing Unit (MCU) Release 4.0 and Conference Reservation and Control System (CRCS) Release 4.0. The MCU features Continuous Presence Plus, which allows businesses to simultaneously view four sites on a video screen with the ability to switch among 24 locations. Continuous Presence Plus also offers full-screen viewing of a single site. Lucent also enhanced the MCU's Universal Conference Control so that users can manage videoconferences from a laptop or desktop PC using a graphic user interface. The CRCS, which helps businesses handle all the details of conference management, now features OpCenter, which provides real- time remote monitoring, troubleshooting and control for all active conferences using easy-to-read graphical PC displays. For more information, call 1-800-VIDEO-GO.



• New Answer Base Management Software
  
  Lysis Corporation, a developer of knowledge sharing/hotline management software, has announced the introduction of Intuition™, its new answer base management software. Intuition is designed to efficiently translate and reduce requests for even nontechnical users to retrieve complex answers without understanding technical terminology. Intuition is designed to find a word- processed document that includes fonts, colors, spell checking and embedded graphics and voice; or an HTML document stored within the answer base, or on any Web server; or a full-motion video. The software is Internet enabled to answer dynamically and transparently connect the user to the appropriate Web page regardless of its location. Intuition is available in both client/server and standalone versions. For more information, contact Joe Cox at 404-892-3301.



• New Digital Message Systems
  
  Mackenzie Laboratories, a manufacturer of digital message and alarm systems, has announced the introduction of three new DYNAVOX Message-On-Hold and in-store broadcasting products. The Digital Autoload Message-On-Hold System with Night Answer feature delivers messages during the day; after hours, it greets callers and delivers a message. It includes up to 32 minutes of digital audio storage and has a two-message capacity. The Digital Autoload Message-On-Hold & Music Thru System� (DV- 1000MT Series) delivers messages to callers on hold, plays music in the background, offers up to 32 minutes of digital audio storage and up to 24 messages. The Digital Autoload Storecaster & Music Thru System offers all the features of the DV-1000MT Series as well as a 20-message capacity, a message skip feature, the ability to update individual or all messages and the ability to broadcast messages with background music. For more information, call Joe Vitale at 909-394-9007.



• Updated Interactive Voice Response System
  
  Northern Telecom (Nortel) has announced the launch of Meridian IVR Release 2, its interactive voice response (IVR) system integrated with its Meridian 1 private branch exchange system. Meridian IVR Release 2's features include a new client/server computing platform, doubled capacity to 96 ports, dynamic interactive fax capabilities, and a new suite of host and database interfaces. The system now uses an application processor based on Intel Pentium server hardware and a standard UNIX operating system. Other features include a reduced-cost run time option, enhanced statistics and reporting, graphical user interface enhancements, additional LAN and host computer connectivity, relational database access support, and multilingual voice prompt capabilities. For more information, contact Brian Murphy at 214- 684-8589.



• New Recessed-Monitor Desks
  
  Nova Solutions, Inc., a manufacturer of ergonomic computer workstations, has announced the development of two mid-priced lines of wood-veneer, computer support furniture featuring its patented, monitor below-the-worksurface design. Users of the 60 and 61 Series view their screens at a downward- gaze angle, through tempered glass viewports. The workstations are designed to hide equipment and cables, free up desktop workspace, keep documents private, and reduce eye and neck strain by allowing for more comfortable neck positions and providing a natural reading angle for near work. The desks are designed for mid-management, small office and home office computer users. Nova also will introduce a rapid response shipment program on select models. For more information, call 1-800-730-6682.



• New Surge Protection Module
  
  Panamax, a manufacturer of power protection equipment, has announced the introduction of the TOWERMAX CO/25 module, designed to protect 25 lines in key system units and small PBXs against damage or destruction caused by power surges and spikes, including lightning. The TOWERMAX KSU base unit, which supports the CO/25 module, provides simple, complete and customized protection for central office lines, leased lines, digital stations and peripheral units. The CO/25 module features the Panamax AutoGround™ strap, which provides automatic grounding when the base unit is plugged into the wall. It also uses the Panamax solid state, auto-resetting sneak current protection design, which eliminates the need for service personnel to revisit sites with surge-related nuisance blows. For more information, contact Carol McClure at 1-800-472-5555, ext. 3980.



• New Windows Versions For CALL VIEW
  
  Scientific Development Technologies has announced that the call accounting and management reporting functions in its CALL VIEW Call Accounting system are now available in new, fully compatible packages for Windows and Windows NT. They bring point-drag-and-click functionality to the features of CALL VIEW's DOS packages, and offer call center, office and telecommunications managers the capability to easily configure standard and custom tabular or graphical reports. CALL VIEW has multicarrier pricing capabilities, plus user-defined mark-ups of call charges. The system's Traffic Analysis optimizes network trunk usage and the Professional Services Package allows calls to be billed by client account/matter codes. For more information, contact Charles Borso at 708-355-7331.



• Siemens Forms Call Center Unit, Releases New Products
  
  Siemens Rolm Communications and Siemens Private Communication Systems have announced the introduction of ProCenter™, a comprehensive offering of experienced people, global products and a full complement of services designed to enable efficient delivery of leading-edge integrated call centers. The new Santa Clara-based business unit has global responsibilities for strategy and direction for ProCenter systems and services. The ProCenter unit will focus on delivery of enhanced, global products; comprehensive professional services; and processes and partnerships to deliver complete call center solutions worldwide. The unit will aim at serving the fastest-growing segments of the call center market, those with up to 750 agents per site and advanced, integrated applications such as computer-telephony integration, multimedia communications and multisite call centers. The ProCenter unit will focus on developing a single, global platform for call centers at the advanced and entry levels. Common user interfaces, applications programming interfaces and reports will pervade products for each segment, enabling enterprisewide solutions regardless of the size and complexity of each of the sites. Siemens Rolm has also announced it has teamed with Real Decisions, a Gartner Group Company, to provide consultation services in the form of benchmarking analyses for ProCenter customers. ProCenter benchmarking provides a comparative assessment of a customer's call center relative to other call centers of like size, composition and market.
  
  Siemens Rolm has also announced its ProCenter Professional Services unit, which utilizes in-house specialists, strategic business partners and a network of qualified subcontractors under a single contract and managed as a single call center project. The ProCenter Professional Services portfolio includes more than two dozen customizable options to develop or enhance call center operations. ProCenter Services fall into four categories: requirements definition, which allows customers to evaluate call center needs and opportunities; design requirements, which provides strategic facilitation of call center design elements; implementation support, which streamlines purchasing and implementation of call center design elements; and system integration services, which assist in implementing integrated applications for call centers.
  
  Siemens Rolm has also announced the extension of the server architecture of its 9751 computerized branch exchange (CBX) by beginning limited availability of the server-based Models 30 and 80 with a standard Ethernet local area network (LAN) as the applications server bus. Using the Ethernet LAN allows the 9751 to use standard TCP/IP protocols to support communication among application servers, between multiple application servers and the CBX, and between application servers and clients residing on the customer's LAN. Siemens Rolm also announced enhancements that increase the fault tolerance capability of the 9751. Siemens Rolm has modified the 9751's bandwidth highway structure, extended the redundancy and introduced enhanced system diagnostics and service options. Critical components on the shelf controller card are now redundant, so failure of a card component will cause only a small decrease in system capacity, rather than knocking out a dial tone to all users serviced by those particular shelves. Optional redundant shelf power supplies are also available.
  
  Siemens Rolm has also announced the introduction of BusinessView™ Observer, a flexible client/server application that is designed to allow call center supervisors and business managers to dynamically manage their call centers by accessing real-time information tailored to individual business needs. For example, supervisors can view custom teams comprised of agents dispersed among different ACD groups based on various criteria, while business managers can view customized information about call volumes. Observer also allows users to create audio and visual alarms that alert call center management to developing situations before they become problematic. For more information, contact Karron Esmonde at 408-492-6979.



• New IVR Applications
  
  Telegenisys has announced that it plans to shrink-wrap a number of IVR applications for airlines, tour operators and consolidators by using its MEGA+ OS/2-based systems to handle call centers' nonrevenue calls. With a cost ratio of ten software agents to one live agent, MEGA+ can handle overflow, after hours or weekend calls. Telegenisys will focus on such systems as Flight Arrival and Departure Information for airlines; Rapid Information Delivery System, which handles post reservation calls, confirmation and account status, adding payments, commission queries, documentation, brochure requests and other nonreservation calls for tour operators; and Price Shopper for consolidators. MEGA+ interfaces with most telephone and host and third-party computer systems. For more information, contact Rene Pouteau at 510- 210-8900, ext. 812.



• New Windows Versions For TELEMATE
  
  TELEMATE Software, Inc. has announced the release of the TELEMATE Telemanagement Series, a 32- bit, multiplatform telemanagement solution for Windows and Windows NT operating environments. As a mouse-driven Windows application, TELEMATE accommodates local and network installations and its integrated database ensures one-time entry of information. TELEMATE features comparative costing of long-distance carriers, extensive bill verification and analysis of trunk usage. Other features include call accounting, which tracks phone usage; facilities manager, which gives telecommunications managers control over inventory and cable systems; and FraudFighter, which monitors calling regions, DISA codes, SMDR and strategic extensions for signs of toll fraud activity. For more information, contact Gary Bartnick at 770-936-3700.



• New List Protection Service
  
  A list protection service has been announced by U.S. Monitor targeted to telemarketers. The service includes monitoring of outbound calls to determine if outbound operators comply with FTC regulations. The service tells list owners and telemarketers who calls their lists, when the calls were made and whether they are authorized calls. Telemarketing lists are seeded with decoys to monitor operators' performance and subscribers receive detailed computerized reports. The company, which has tracked the U.S. Postal Service's delivery performance with decoy mailings, believes this is the first commercially available service of its kind for telemarketers. For more information, call 914-634-1331.



• Digital Voice Recording Product
  
  VoiceLog, a digital voice recording service provider, has announced an inexpensive voice recording solution for companies that want to have a verifiable record of a customer's telephone transaction. The VoiceLog system allows anyone with a touch-tone telephone to create a permanent, easily retrieved and legally admissible record of a telephone transaction without expensive equipment, special training or technical support personnel. To use the service, a telemarketing representative initiates a three-way call with the VoiceLog system by using conference calling. When the telemarketer ends the recording, the system provides a unique record ID number to find and retrieve the voice recording. VoiceLog is accessible immediately by using a toll-free phone number available from any telephone in the U.S. For more information, contact Larry Leikin at 703-847-3928.

CTI Products...

• Lucent Releases New Products
  
  Lucent Technologies has announced the release of DEFINITY� Desktop Solutions, the first two products in a suite of offers from within the BusinessWorks™ family that are designed to fully integrate desktop multimedia communications. DEFINITY Desktop Solutions includes the DEFINITY PC Console and the 8411 Multifunctional DCP Voice Terminal. The DEFINITY PC Console works on either a 486- or Pentium-based PC. A Windows™-based software package, it can support up to 20,000 stations and process up to 400 calls an hour. The 8411 Multifunctional Voice Terminal enables users to plug into a laptop computer to download e-mail, access the Internet or send and receive faxes via a PC modem while talking on the phone. It also features built-in PassageWay Direct Connection hardware, allowing customers to integrate many phone and computer functions without adding extra equipment. For more information, call 1-800-325-7466, ext. 932.



• CTI Software Supports Integration Of PCs, Telephones And Databases
  
  MaxQ Technologies, Inc. has introduced ComSense™, a CTI software product based on client/server architecture that enables individuals or organizations to easily integrate PCs, telephones and other communications equipment from various vendors. The software is delivered with two desktop applications, CallHandling™ and CallOut™. CallHandling is a navigation tool that collects several forms of business communication into one window, enabling users to handle phone calls, receive and send voice and e-mail messages and access enterprise data. CallOut is an automated phone directory for individuals who need to make a large number of outgoing calls from a database of names. ComSense also includes CallAttend™, an interactive voice response application. For more information, call 716-389-1500.



• NPRI Updates VerSatility Agent Software
  
  NPRI, Inc. has announced the release of VerSatility Agent Version 2.0. The new version is designed to provide expanded functions and new features for call center productivity. Enhancements include new customer search features; a filtering capability that allows an agent to filter products and literature on multiple categories; a telephony feature; the capability to create multiple orders and quotes within a single transaction; Order Selection and Quote Selection windows to create and edit orders and quotes; the ability to monitor and control up to four separate telephone extensions on the agent's desktop; a List Manager for administrators to assign and reassign lists to an agent or group of agents and define list attributes; and the ability to control the state of the agents' telephone between transactions and after each call. For more information, call 703-591-2900.



• Rockwell Enhances Spectrum ACD Software
  
  Rockwell Switching Systems has announced it has expanded the software capabilities of its Spectrum ACD. The software, Release 5, includes a choice of two main system processors; increased system and capacity; Euro-ISDN network connection; integrated voice server technology; and enhanced call queuing. The system's main processor can be based on either a 68040 chip that delivers extended speed or a high performance 68060 chip that can process in excess of 15 calls per second. Rockwell has increased the system's agent capacity to 1,200 and system capacity to 2,688 ports. The Euro-ISDN network connection supports protocol requirements such as calling party number, direct dial inward and user-to-user signaling. The Spectrum Release 5 software provides the first integrated voice server technology and allows for intelligent announcements in multiple languages. For more information, contact Tom Mikol at 708-960-8047.

Help Desk & Internet Products...

• New Functionality And Features For Internet Credit Card Acceptance Product
  
  BATS, Incorporated has announced that, following the release of the NetCharger™ and NetChargerSB™ product (which is designed to allow merchants advertising over the Internet to accept credit card orders without security concerns), it has developed additional functionality for its flagship product NetCharger. Reiterating the inherent insecurity of using credit cards across the Internet, BATS has developed intelligent call progress and scheduling functionality into the interactive voice response (IVR) module of the application. The additions to the system are designed to eliminate potential misuse of the system and allow greater flexibility to the consumer. The NetCharger line of products now supports flexible call back, which allows users connecting to the Internet over a single telephone line to receive the NetCharger call on that same telephone line at a later time in the day. The SmartDialSM features are designed for the owners and operators of the NetCharger product. Using a combination of industry data on the North American Dial Plan and a proprietary method of recording intelligent call progress results, the system is designed to restrict outbound calls for credit card information that are known to either result in an exorbitant toll charge (900 and 976 numbers), or result in nonconsumer calling. The SmartDial program will prevent a person from inhibiting the system by having it place calls to nonexistent telephone numbers or numbers that are known to not be that of a consumer. For more information, contact Tim Cabeceiras at 800-811-BATS.



• Help Desk Web Product
  
  DKSystems has announced the release of DKHelp.Net, an Internet-based help desk product that is designed to enable organizations using DKSystems' DKHelpDesk software to provide on-line support to their end users and also make it possible for customers to build their own Web site for either Internet or Intranet applications. Through a fully configurable interface with a variety of screen templates written in HTML code, DKHelp.Net permits customers to offer a selection of Web services in addition to basic functions such as logging a help desk call and querying the system to resolve problems. Organizations can use the product to create Web sites through which end users can access frequently asked questions or company message boards, download demos or bug fixes, place orders, post messages or perform other tasks of the customer's choice. The product was developed jointly with Quadbase Systems, the provider of the Quadbase client/server database engine. Other features include: query, lookup, request, log-a-call and download capabilities; definable access levels on each screen; screen templates for menu, information, entry, download, listing and query functions; the ability to link to an organization's existing HTML file; Web server capabilities; including the ability to monitor usage; support for concurrent access, allowing multiple users to enter the system simultaneously; and real-time ODBC access to Quadbase, Oracle, Sybase and Microsoft SQL Server database engines, permitting help desk staff to see on-line calls as they come in. For more information, call 800-892-5332.



• Link For Internet Users To Database Information
  
  InterVoice, Inc. has announced the availability of VisualConnect™, its World Wide Web connectivity option supported by InterVoice's OneVoice� software agent platform. VisualConnect enables end users to interactively access host and database information, via InterVoice systems, using widely accepted Internet browsers and the World Wide Web as alternative means of information delivery. With VisualConnect, end users with a browser-equipped personal computer, Internet access and a standard high-speed modem can now interact with host and database information via InterVoices's OneVoice system. VisualConnect employs a standard HTML-compatible Internet browser enabling end users to access a wide variety of data. For more information, contact Gordon Givens at 214-454-8834.



• Internet-Based Telephony Product
  
  NetSpeak Corporation has announced the release of WebPhone 1.0, a Windows-based computer phone application. WebPhone 1.0, the first in a series of WebPhone products, is designed to enable real-time, full-duplex, high-quality voice conversations over the computer network via e-mail address without the use of Internet Relay Chat connectivity. Features include voice mail, call blocking, speed dial, call holding/muting, conversation encryption and a helper application that launches WebPhone and dials an individual from any home page automatically. The interface resembles a regular portable or cellular phone, complete with key pad buttons and speed dial buttons. This interface and the patent-pending point-to-point connectivity architecture will serve as the fundamental technology for the continuing series. WebPhone PBX, a business phone application designed for call-center-intensive businesses, will follow. WebPhone is designed for the small office/home office (SOHO) and individual consumer markets for use in place of a regular phone. For more information, contact Robert Kennedy at 407-997-4001.



• Help Desk Visual Aid
  
  Professional Help Desk (PHD) has announced the introduction of the PHD Message Sign Manager™, which works with electronic message boards to provide a visual aid for help desk managers and analysts. The PHD Message Sign Manager module is an add-on to PHDEnterprise™ 4.0, a server-based database solution supporting ODBC-compliant databases including Oracle�, Sybase�, Microsoft SQL Server� and other SQL databases, and PHDPremium™ 4.0, a file- database solution supporting popular file-based products including Microsoft Access�, Excel�, dBase�, Paradox� and other ODBC-compliant databases. The help desk center manager determines the type of information to be displayed on the electronic message board. Data can include the number of open calls, calls on hold, calls forwarded, calls escalated to senior analysts for extra help and calls closed as well as total calls received, time and date. The PHD Message Sign Manager works with a variety of message boards manufactured by Spectrum Corporation. For more information, contact Frances Tischler at 203-356-7700.



• New Help Desk Release
  
  Teubner & Associates, Inc. has announced the availability of ESP (the Expert Support Program) 2.0. ESP 2.0 contains support for more e-mail platforms including First Class and Groupwise as well as an Express e-mail function that builds a mail message that automatically includes a user-defined default set of fields from within ESP. The new "Setup Wizard" compresses the time required to customize ESP during initial installation and there are also enhancements to ESP's Fuzzy Logic Search capability designed to make it easier to use - fewer steps required to access the search function, and ESP now has an Autosearch capability. Other new capabilities include the ESP Dashboard, a series of screens that display the current status of key support measures at a glance, an audit trail and the capability to store related graphics and images in the ESP knowledgebase. For more information, contact Laine Medina at 916-432-3710.

Happenings...

The following article was sent to us by Mary Shanley, president of The Telemarketing Company, located in Mt. Prospect, Illinois. A TSR at The Telemarketing Company came to her with another example of the often overlooked benefits of telemarketing. We reprint it here in the TSR's own words.

"Just a typical verification call. The name and address were correct - but the phone number belonged to a friend of the contact person. The friend verified the address information for me - but then hesitated - something in her voice sounded off. She asked if I was calling locally. I told her no, but was there a problem? Yes, she had a problem. Her name was Isabel, she was 88 years old, a widow, blind in one eye and ambulatory only with the aid of her walker, which had tipped over. She had been able to answer the telephone but couldn't reach to dial for help. In other words, she was stuck. She had fallen once before and split her head so she was afraid to move. She had been sitting in her chair all morning, shaken and discouraged. A bit weary, she told me of her dilemma. With the aid of my supervisor, we were able to contact her local authorities and had someone sent out to help her. I stayed on the phone with her until they arrived. I later found out she had been sitting like that for hours and would have remained so until 8:00 a.m. the following morning when someone usually called to check on her."

• CSC Initiates Intern Program
  
  Communication Service Centers (CSC) has announced that in conjunction with Purdue University it has developed a internship program in call center management. CSC determined that a comprehensive educational program for college students needed to be developed to ensure that a well-educated and enthusiastic workforce was available to accommodate the demands of the ever-changing telecommunications industry. Purdue University is the only university in the country to have a specialization in Call Center Management. Purdue also developed and will host in June the first-ever "Call Center University," whereby a student upon completion of a three-day course will receive three continuing education credits and a certificate in Call Center Management. To be selected for the CSC internship program, candidates must meet several criteria. They must have excellent communication skills, be good listeners and exhibit competent negotiation and mediation skills. The internship program lasts six months and a student will receive college credit for participating.



• IMA Forms Finance And Insurance Unit
  
  Information Management Associates, Inc. (IMA) has announced it has formed a new business unit dedicated to the finance and insurance industries. The new group, led by IMA's vice president of national accounts, Alan Eisman, will focus on helping finance and insurance companies increase their call center performance. IMA's client/server software solutions, TELEMAR and EDGE, are designed to provide users with the applications they need to support effective customer management for both sales and customer service.



• Greenville Center Named "Center Of The Year" By MCI
  
  MCI has announced that the MCI Greenville Mass Markets Center in Greenville, South Carolina has been selected by MCI as MCI Mass Markets Center of the Year for dedication to quality service in 1995. In addition to being a standout within MCI, the Greenville Center has played a major role in the Greenville community. When the center opened in 1992, the staff consisted of 200. Today, there are more than 1,400 area residents employed by the center, and center employees have been involved with numerous events and charities.



• Sheri Idelman Receives Omaha YWCA Award
  
  The Omaha YWCA has announced that Sheri B. Idelman, founder and chief operating officer of ITI Marketing Ser-vices, Inc., is one of eight recipients of its 1996 Tribute To Women awards. According to Sheila Hawes, chair of the selection committee, the awards are based on achievement in the award category, involvement and leadership in the community, and a demonstrated commitment to the elimination of discrimination. Mrs. Idelman was named in the entrepreneur category. IEX Named Pacific Bell Quality Partner IEX Corporation has announced it has been selected as a 1995 Pacific Bell Quality Partner, marking the fifth consecutive year the company has received the superior service honor. Pacific Bell bases it Quality Partner award on standards set by the national Malcolm Baldrige Award competition. The telecommunications company judges both vendor performance and client support. The Pacific Bell award recognizes those vendors that consistently meet rigorous quality assurance standards. IEX develops products for call centers, public carriers and private networks.



• World's First ACD To Be Replaced
  
  Rockwell International Corporation Switching Systems Division has announced the sale of a networked call center system to its first-ever customer, Continental Airlines. In 1973, Rockwell sold Continental a Rockwell Galaxy ACD, the world's first digital automatic call distributor (ACD). The Switching Systems Division, part of the Collins Radio Company at the time of the initial sale, is replacing the world's first ACD reservations center with a state-of-the-art Spectrum ACD and supporting information systems for Continental's current reservations system located across four states.
  
  "This sale is noteworthy for two reasons," said Larry Goodwin, vice president, reservations for Continental. "First is the fact that we selected Rockwell once again as our primary vendor of choice, and second is that we have decided to replace the original Galaxy serial #001 ACD system that has served us faithfully for 23 years so we can take advantage of new capabilities and move our customer service business into the next century."
  
  The current sale involves five Spectrum ACD systems to be installed at Continental's five reservation centers located around the country. It has two centers in Houston, and one each in Denver, Salt Lake City and Tampa. The five systems will be networked together to provide Continental with unique call-by-call routing by integrating all locations directly into the public network. This will allow customer calls to be evenly dispersed among multiple sites by automatically identifying call load volume at each location. In addition, Continental will employ tie lines to internetwork sites and utilize intelligent overflow and call diversion when conditions warrant.
  
  Continental's five reservations call centers represent 4,500 customer service agents processing calls, with 800 agents alone just in one Houston site.



• Software Clearinghouse Initiative
  
  Stream International Inc. and LitleNet, in association with BBN and KPMG, have announced the formation of the Electronic Licensing and Security Initiative (ELSI). The objective of this initiative is to develop standards and build and operate a scalable clearinghouse infrastructure that will make electronic distribution of software secure, accountable, quick and inexpensive. The group expects the ELSI clearinghouse, which will be designed to accommodate various industry approaches, to be in operational test mode by late 1996.
  Key players are expected to use the clearinghouse to facilitate the protection of their intellectual property. Among those that have been given an opportunity to see the initial specifications to support the ELSI effort are AT&T, IBM, First Data and Microsoft Corp.
  
  The ELSI will create an infrastructure to address an increasingly serious barrier to the evolution of software sales on the Internet: the ability to securely track software purchases in cyberspace, both cost- efficiently and on a mass-market scale. The ELSI clearinghouse will create and manage "tokens" to provide secure transport and electronic proof of licensing over the Internet. The tokens will also provide end-to-end accountability of software licenses. By resolving the fundamental issues of security and licensing, the token technology will become the foundation for other Internet-based value-added services, such as: payment
  
  processing, electronic download of software, corporate asset management, software rental services, invoicing/royalty reporting, upgrade/fix management, password generation, registration services, and technical support validation.
  
  An ELSI governing body will direct the design and development of the clearinghouse, and a separate organization will be established to operate the clearinghouse.
  
  The ELSI clearinghouse will offer four primary benefits to the software industry: 1) Security of intellectual property. ELSI's secure tokens will incorporate several security measures, including public key encryption, certificate authority, nonrepudiation, digital signature and an hierarchical trust model. 2) Open, easy access. Because the ELSI is an independent, industrywide body, every member of the software community - independent software vendors, resellers and end users - will have equal access to the clearinghouse capabilities. 3) Scalability. As issues of security and electronic commerce are resolved, the Internet will serve as a conduit for billions of software transactions between users, resellers and ISVs. The ELSI clearinghouse will be designed to manage transactions of this scale and complexity. 4) Lower transaction costs. By working together through the ELSI, the clearinghouse provides a more cost-efficient approach to electronic software licensing.

Mergers & Acquisitions...

• Claritas To Acquire
  
  Strategic Mapping Claritas Inc., a provider of precision marketing solutions, has announced it has entered into an agreement to acquire Strategic Mapping, Inc. (SMI), subject to SMI's shareholder ratification. SMI is a provider of demographic, business and geographic databases as well as software tools. The combined company will provide local-area demographic updates, lifestyle segmentation targeting products, and desktop marketing analysis systems. Claritas plans to build on the SMI product line, honor all SMI contracts and provide continued support and service to SMI clients.



• National Management Systems, InfoPro Merge, Purchase Hytel
  
  National Management Systems, Ltd., a provider of sales force automation software, has announced it has merged with InfoPro, Inc., an information technology service provider. The merger announcement was immediately followed by the acquisition of Hytel Corporation, a telemarketing technologies company. The new company, named NMS Services, Inc., will provide customized sales automation, marketing information, telemarketing and call center software products as well as the hardware/software integration, technical training and technical support services to its customers. Robert Tillson, president of National Management Systems, will be president of the new firm. Mark Hawkes, president of Hytel, will serve as the company's chief technologist. According to Mr. Tillson, the sales automation focus of the new business will be SalesWorks, NMS's core sales force automation product.

Expansions...

• Access Direct Moves
  
  And Expands Access Direct Telemarketing, Inc. has announced it has moved its corporate offices and calling center to a new, 10,000-square-foot facility in Cedar Rapids, Iowa. The new center will create 100 additional full- and part-time business-to-business and business-to-consumer positions. Access Direct was incorporated in October 1995 and currently employs more than 200 people in its Cedar Rapids and North Liberty locations. Access Direct is expanding in response to signing a new five-year contract with a Fortune 100 client and an increase in market share with existing clients. It anticipates reaching a capacity of 300 sets and employing 500 in its Cedar Rapids and North Liberty facilities by the end of 1996.



• Addressing Your Needs Doubles Size
  
  Austin, Texas-based data management company Addressing Your Needs (AYN) has announced it is doubling in size in less than six months due to existing client needs and new business. It also announced the addition of five new clients: all five divisions of 3M in Austin, Artisoft, VTEL, TN Technologies and Texas Guaranteed Student Loan Corporation. With a host of new clients and a growing staff, physical expansion has also become necessary. The company has just leased a 16,000-square-foot warehouse in north Austin for expansion of its product and literature fulfillment services.



• ICT Group Opens New Center
  
  ICT Group, Inc. has announced it has opened a call center in Parkersburg, West Virginia, its second in the state. The 8,000-square-foot facility is staffed by 180 full- and part-time employees working multiple shifts and is equipped with 80 outbound predictive dialing stations. ICT Group employs more than 275 professionals in management, sales, systems and operations and 3,000 telephone sales and service representatives and research interviewers. It has 24 telemarketing call centers in nine states, Europe and Canada.



• Signature Group Opens New Center
  
  The Signature Group, a wholly owned subsidiary of Montgomery Ward, has announced it has opened a new telemarketing call center in Bolingbrook, Illinois. The center will employ approximately 200 full- and part-time associates. With annual revenues in excess of $700 million, the company provides an array of growing consumer clubs and services, including Dining … la Card, auto clubs, dental plans, legal services plans, as well as supplemental insurance products.

Strategic Alliances...

• Brite/Intecom To Develop IVR Products
  
  Brite Voice Systems and Intecom have announced they have signed a strategic alliance agreement designating Intecom as a value-added reseller of Brite interactive voice response (IVR) solutions. The agreement provides for collaborative products and application development, along with joint customer sales and support initiatives. Under the terms of the agreement, Brite will package its technology with Intecom's "E" switching platform. Intecom will offer customers automated voice processing solutions based on Brite BT-III/BT-IV voice processors and the Intecom E switch technology.



• Executone/Teloquent Alliance
  
  Executone Information Systems, Inc. and Teloquent Communications Corporation have announced they have signed a distribution and development agreement designed to leverage Teloquent's expertise in distributed call center technology and intelligent networks, and Executone's distribution strength and experience in delivering complete call center solutions. Under the terms of the agreement, Executone will begin to distribute Teloquent's flagship Distributed Call Center product in the U.S. Teloquent and Executone will also begin development on the integraton of Teloquent's Distributed Call Center application with Executone's Integrated Digital Telephone System.



• New Inference OEM Partners
  
  Inference Corporation has announced that Bendata Inc., McAfee, Scopus Technology, Utopia Technology Partners Inc., The Vantive Corp. and WorkGroup Systems have joined the new Inference OEM Partner Program. These vendors have committed to embed Inference's CBR2 problem-resolution products into their existing problem-management and call-tracking products. The Inference OEM Partner Program offers comprehensive joint-marketing opportunities, a sales compensation plan to encourage joint selling, and in-depth technical support to offer custom integration for vendors who embed products from the CBR2 family. The CBR2 family of products has been built to index and retrieve unstructured information in a wide variety of front-office applications.



• InterVoice A Hewlett-Packard ISV
  
  InterVoice has announced it has signed an agreement that recognized InterVoice as a Hewlett-Packard independent software vendor (ISV) and Premier Channel Partner. This agreement establishes a worldwide framework for the two companies to jointly market and sell advanced call-processing solutions based on HP OpenCall platforms. Calling card, debit card, voice-activated dialing, voice-navigated voice mail and single-number services are among the end-user applications provided by InterVoice using HP platforms. The OpenCall open-systems-based intelligent network architecture leverages HP's experience in open systems to support fully integrated, high-performance intelligent network solutions that leverage the price/performance and scalability of HP's UNIX� system servers.



• Leslie Integration/ Periphonics/NPRI Alliance
  
  Leslie Integration Systems, Inc., Periphonics Corporation and NPRI, Inc. have announced that they have formed a joint marketing alliance to provide comprehensive technology solutions, including computer, telephony and interactive voice response (IVR), to call centers. The alliance grew out of the Periphonics Partnership Program, launched in January 1996 to foster the integration of IVR and other technology solutions. Periphonics IVR systems automate access to customer services, allowing individuals to interact with information in a computer database using a telephone, through touch-tone input and speech recognition, or a computer, via Internet access. NPRI is a provider of customer interaction solutions specializing in call center software. Leslie Integration Systems guides the integration of computer, telephony and network components on a local and wide-area level. In this venture, Leslie Integration will serve as the tie that binds together the technologies of NPRI and Periphonics.



• Scopus/Northern Telecom Agreement
  
  Scopus Technology has announced it has signed an agreement with Northern Telecom (Nortel), under which the Scopus family of software solutions will be fully integrated with Nortel's Meridian 1 business communication systems for more effective sales operations and support management. Northern Telecom will both resell and support the integrated system. The Scopus software lineup will enable Meridian 1 system users to automate many of their procedures for capturing and managing product and customer data.

Contracts & Installations...

• 800 Support Contract With EasyStreet
  
  800 Support Inc. has announced it has signed an outsourcing agreement with Internet service provider (ISP) EasyStreet to handle EasyStreet's help desk operations. The agreement launches 800 Support's new Internet Services Division, which enables ISPs and commercial sites to outsource help desk operations, technical support and customer service. The new division also offers help with Web page development and Web page hosting for online companies. The Internet Services Division at 800 Support operates 24 hours a day, seven days a week.



• Hechinger Contract For CSC
  
  Communication Service Centers (CSC) has announced the signing of a contract to provide telecommunications services for the Hechinger Company. CSC will provide Hechinger with inbound calling and fulfillment services for its new InstallPlus program. Hechinger serves the home improvement industry with 118 stores in 21 states and the District of Columbia. InstallPlus is being test marketed in the Baltimore area and CSC will dedicate between 30 and 50 customer service representatives to provide Hechinger's customers with information on the InstallPlus program.



• IEX Provides Ameritech With Workforce Management Product
  
  IEX Corporation has announced it has signed a contract to provide its TotalView Workforce Management Solution to Ameritech's Consumer Services division. TotalView Workforce Management, a Windows- based client/ server system, will enable Ameritech to more effectively manage call volume and scheduling in multiple customer care centers, which serve more than 11 million households in an 11-state region. IEX will provide Ameritech with a complete workforce management solution that includes hardware, software, installation and maintenance services.



• IOCOM Wins Spacewalk Of Honor Contract
  
  IOCOM has announced it has been selected by the Astronauts Memorial Foundation to handle all aspects of inbound telemarketing, ordering and fulfillment for the Spacewalk of Honor at the Kennedy Space Center Visitor Center. The Spacewalk, a joint project of the Foundation and the NASA Alumni League Florida Chapter, will recognize many thousands of individuals who have contributed to the success of the American space program. The brick walkway will be made up of more than 22,000 bricks, each bearing the inscribed name of an individual that will be entered into a computer database to be located in a kiosk near the Spacewalk. IOCOM secured the custom toll-free number, 888-997-7223 (99SPACE) for the Foundation. IOCOM will also answer the phone and take all the subscription orders for the bricks. They will record any orders received by the U.S. mail or on the Internet.



• Signature Group TWA Contract
  
  The Signature Group has announced that Trans World Airlines, Inc. has signed an agreement to provide members of the TWA Frequent Flight Bonus Program (FFB) with a new benefit awarding diners 10 FFB miles for every dollar spent at participating restaurants. The program - Dining … la Card Miles - allows members to register up to three major credit cards and receive mileage credits automatically. There are more 5,000 restaurants located throughout the U.S. that participate in the Dining … la Card program.



• SPS Calyx & Corolla Contract
  
  SPS Payment Systems, Inc. has announced it has signed an agreement to provide order-taking services to support television advertising for Calyx & Corolla, a nationwide direct marketer of fresh flowers and plants. SPS, a provider of technology-based outsourcing services, supports Calyx & Corolla in answering toll-free call volume. SPS' order coordinators are trained to answer questions regarding the bouquets offered in the company's television advertisements. They then enter customer data to complete the order and route it electronically for fulfillment.



• Teknekron Products Installed On ROLM ACD
  
  Teknekron Infoswitch Corporation has announced the installation of its service observation software, AutoQuality!™ and P&Q Review!™, on a ROLM 9006I automatic call distributor (ACD). This marks the first release of the software on ROLM's latest ACD system and expands the applications' connectivity to include the entire line of ROLM switches. "This solution demonstrates our commitment to open architecture," said John Kaiser, general manager of Teknekron's Quality Products Division. "AutoQuality! has now been connected to more than a dozen of the market's most popular ACD and PBX systems." The installation took place at Lightbridge, a software and services provider to the wireless communications industry. Lightbridge purchased AutoQuality! and P&Q Review! to make service observation more efficient and establish a consistent method of evaluating agents.

International News...

• British Telecommunications Offers North American Services
  
  BT (British Telecommunications plc) has announced it is offering (through BT North America) its call center services to North American companies, both large and small, as an alternative to opening or maintaining sales offices abroad. BT's call center services enable companies to enter the European market or consolidate existing operations by providing a one-stop telebusiness solution. Incoming calls from across Europe for technical support, catalog sales, order inquiry and a wide range of customer support and related services can be handled in one or more locations. BT will establish call centers in customer locations anywhere in Europe, arrange supplemental services through specialized bureaus or outsource the entire operation from one of BT's telebusiness centers in Europe. BT Call Center technologies include computer-telephony links, automatic call distribution to operators fluent in the language of the caller, online product and service information, fax-on-demand services in multiple languages and more. For more information, call Jack Bartlett at 800-331-4568.



• Bell Canada Chooses CanadianLYNX Software
  
  CanadianLYNX, Inc. has announced that it has been chosen by Bell Canada to provide software for Canada's largest computer-telephony integration project to date. Called ChainLYNX, the software will allow more than 2,500 Bell Canada representatives at 30 sites across Ontario and Quebec to automatically receive customer information on their computer screens related to the incoming telephone calls they handle. The project is part of Bell Canada's plan to introduce an integrated voice response (IVR) platform that provides all of its customers with a consistent greeting and a standard menu of choices when they call for service.



• Translation Services
  
  CanTalk Canada Inc. has announced the availability of its customized, telecommunications language services. CanTalk can provide the language skills of more than 1,000 interpreters and translators of more than 65 language groups. Among the services provided by CanTalk are: 1-800 North American Service; 1- 800 international service; Internet access - e-mail and Web site; interpretation service - immediate - callback - prebooked services, 15 hours a day/ 6 days a week, 60+ languages; translation service - by fax, 3- to 6-hour turnaround, 15 hours a day/ 6 days a week, 60+ languages; 24-hour language mailbox (interpretation or translation); pre-paid language cards; World Ways Line, do's and don'ts on customs and cultures of more than 20 countries; and telemarketing services. For more information, call 800-480-9686.



• DSG Contract With PR Response
  
  Data Signal Group (DSG) has announced it has signed a contract with PR Response, Inc., a Canadian telemarketing service agency, to install a new DigiLog system. The DigiLog works with PR Response's current EIS Call Manager System. The DigiLog, a digital recording system developed by DSG, is designed to provide optimum recording quality and allows TSRs to control the recording from within the screen. During the playback process, the system merges the records from the call manager with the voice files, giving the ability to listen and edit the records simultaneously.



• DATAWATCH Acquires U.K. Help Desk Software Company
  
  DATAWATCH Corporation has announced it has acquired WorkGroup Systems, Limited, a provider of help desk and asset management software, based in Potters Bar, Hertfordshire, England. The purchase price was 1,437,000 shares of DATAWATCH common stock. WorkGroup's "Quetzal for Windows" line of software is one of the most popular help desk and asset management programs in Europe. In addition to its U.K. operations, WorkGroup markets and supports Quetzal directly through subsidiaries in France, Germany and Australia and has sold more than 2,000 copies. WorkGroup Systems' products have been marketed in the U.S. exclusively by DATAWATCH on a royalty basis under the product name "Q- Support."



• GeoTel Wins $5 Million Optus Contract
  
  GeoTel Communications Corporation has announced it has signed a definitive agreement with Australian telecommunications company Optus Communications to use and distribute the GeoTel Intelligent CallRouter� (ICR) software in Australia and New Zealand. The multiyear contract will enable Optus to use internally and distribute GeoTel's intelligent call-routing software as part of integrated, intelligent network services offerings. Under the tems of the agreement, GeoTel will develop an interface to the Optus interexchange network from the ICR in order to facilitate the cooperative processing of customer calls by the network and the ICT. Optus is the first company to use the ICR in an international environment.



• MCI/BT Service
  
  MCI and British Telecommunications plc (BT) have announced the launch of Concert Inbound Service, which is designed to use software-based network intelligence to provide advanced call routing, network- based call reporting and advanced call center management capabilities. Companies can initiate a centralized call center and still offer local access to customers. The service provides globally consistent service, one-bill convenience, call control and global management. For the first time, customers can use a single carrier to route calls by time of day and day of week on a pan-European and U.S. basis. Concert Inbound Service is part of the MCI/BT Concert network that provides a complete portfolio of advanced global communications services for business worldwide. For more information, call 800-644-NEWS.



• UCA&L Acquires U.K. Technical Support Services Firm
  
  UCA&L has announced it has acquired Professional Support Centre, Ltd. (PSC), Europe's largest independent technical support services firm. This acquisition will merge PSC's technical support capabilities with UCA&L's European sales and fulfillment operations, enabling UCA&L to offer a full range of service and support in Europe. The new company, SOFTBANK PSC, will maintain its headquarters in Watford, Herts, just outside London, and will integrate the operations of PSC with UCA&L's European center in Dublin, Ireland. PSC founder Richard Coppel and Howard Sarna will serve as joint CEOs of the combined companies, and will manage European operations and expansion under UCA&L corporate direction. Teresa Tersol-Wiseman, who serves as vice president and managing director of UCA&L's Dublin operations, will continue to serve in that position. The new company will employ a combined total of 300 associates, including service professionals fluent in English, French, German, Italian, Spanish and Danish.

People...

• First USA Paymentech, a processor of credit card transactions, has appointed James W. Baumgartner as president of First USA Financial Services, Inc., a subsidiary of Paymentech.



• Business Response, Inc., a provider of teleservices, marketing research and database services, has announced the following appointments: Larry W. Yancey as vice president and controller; Renee Barry as executive assistant to the president; Shawn P. Adams as director of operations for BRI's St. Louis telemarketing division; David J. Thul as call center manager of BRI's Columbia, Missouri call center; and Mike A. Weber as senior program manager of data collection.



• DialDirect, Inc., a member company of The Reich Group, Inc., an integrated direct marketing company, has appointed Jay Reinholt as vice president of business development and Jennifer Ralff Heitmann as senior account manager.



• Marketing, management and information research services firm ICT Group, Inc. has announced the following appointments: George Shay as vice president of systems operations; Anne Beeson as director of human resources; and Carolynn Chamoun as director of systems for ICT TeleProfessional, the business unit specializing in business-to-business teleservices.



• Telemarketing service agency MATRIXX Marketing Inc. has named Helena Lawson as vice president of sales of the consumer goods team.



• Dia S. Weil has been named senior vice president and chief financial officer at telemarketing service agency International Data Response Corporation.



• OKRA Marketing Corporation, a provider of database marketing solutions, has named Eliza Meyer as vice president/products.



• Telnet Systems, Inc., a telemarketing service agency, has named Jay Thomas as vice president of operations, Pat Conner as vice president of business development and Mellissa Warren as vice president of human resources development.



• Enhanced telecommunications systems and services provider Brite Voice Systems has named Christopher J. Prew as manager of marketing communications for its Interactive Information Systems division, and David A. Raehpour as director of marketing for its Network Services division.



• Data Signal Group, Inc., a provider of digital loggers for telemarketing centers, has appointed Eric D. Lewis as hardware development manager for its DigiLog Division.
• Mark Tegels has joined software developer Decisionmark Corporation as teleservices manager.



• Communications solutions provider Executone Information Systems, Inc. has appointed Michael Persky as director of corporate marketing.



• Business mapping solutions pro-vider Geographic Data Technology has named Sean R. Kearns as director of marketing.



• The Info Group, a provider of enterprisewide telemanagement and call center information systems, has named Timothy P. Galvin as marketing manager.



• Telemarketing service agency MarCom Technologies, Inc. has appointed Bari Gordon as director of new business development.



• Direct marketing agency The McClure Group has named Rick Mandel as senior account supervisor and Ed Rooney as account supervisor.



• Melita International Corporation, a provider of call center solutions, has named Kent Adicks as controller and John McKinney as national accounts manager.



• Precision Response Corporation, a telemarketing service agency, has named Lisa Stevens as director of sales.



• Rockwell International Switching Systems Division, a provider of call center technologies, has appointed Eric C. Hochstein as senior manager, strategic planning and business development.



• Telemarketing service agency SITEL Corporation's Financial Insurance Services Group has named Rod Kassmeier as general manager.For information and subscriptions: