Help Desk & Internet Products.
Mergers & Acquisitions...
Contracts and Installations...
- Office Automation Software
Core Technology Corporation has announced the release of Who's Where version 2.00. Who's
Where is office automation software consisting of a computerized In/Out board and an
instant messaging package for LANs and WANs. It is available on one disk and now has an
automated status login upon startup of Who's Where. Other new features include TCP/IP
support, reporting capabilities and integration with Scheduler+ and e-mail. The TCP/IP
availability allows users to communicate with Who's Where over the Internet. For more
information, contact Sarah Lee at 800-338-2117.
- Enhanced Telemarketing System
Electronic Technical Services (ETS) has announced the release of an enhanced version of
its Teleprofit telemarketing system. The predictive dialing package is designed for
smaller companies with little or no telemarketing experience that want to set up a
complete in-house system. The Teleprofit System includes customized report generation,
online statistical displays, complete database management, answering machine detection,
inbound and outbound capabilities and more. Optional features include custom on-site
programming, inbound telemarketing, multiple system networking, custom database conversion
and additional editor stations. For more information, contact Jay Crump at 319-322-3562.
- Contact Management Software For Workgroups
GoldMine Software Corporation has announced the availability of GoldMine for Windows 95,
which features Internet integration, embedded wireless paging and wizards. If a user
receives e-mail from a GoldMine contact, the message is automatically linked to the
contact record in the pending folder. Users can now also synchronize databases via the
Internet, merging all changes down to the field level. GoldMine for Windows 95 also
includes a knowledge base Information Center that allows users to create a customized
library of information. GoldMine also announced it is shipping GoldSync Remote
Synchronization Gateway, which automates and enhances GoldMine's current, manual
point-to-point remote synchronization, providing data replication between multiple sites,
hosts and users across the enterprise at predesignated times. For more information,
contact Gregg Steiner at 800-654-3526, ext. 1506.
- Wireless Telephone Headset
GN Netcom has announced the introduction of the MPAï¿½ Satellite. Using preferred 900
MHz technology, the MPA Satellite permits users to roam 100 to 300 feet without
compromising the sound quality. It provides a rechargeable battery for up to six hours
of continuous talk time. Additional features include a quick-disconnect port to connect to
any GN Netcom headset, 40 autoselect channels for clear transmission, compatibility with
most business telephones, and a digital code to secure transmission, preventing
interference from other devices. For more information, contact Patrick Hebert at
- Sales Automation Software
Inspired Design Sales & Marketing Systems has announced the availability of ProActiv
2.0 sales automation software. ProActiv 2.0 is designed to offer forecasting and planning,
sales analysis, advanced database profile management, team enterprise communications, a
customizable products screen and remote sales management and communications. It also
features the ability to optimize remote communications through data synchronization
capabilities, which allows for field-level arbitration - if two users have changed the
same piece of data at the same time, ProActiv will manage the updates so all users receive
the same information. It is designed to allow for deployments of 5 to 1,000+ users and
runs on Windows, Windows 95 or Windows NT. The communications server runs on Windows NT.
For more information, contact James Rores at 800-851-3320, ext. 105.
- Fading Emulator For WLAN And PCS
Noise Com, Inc. has announced it has extended the RF bandwidth of its Multipath MP2600
fading emulator from 20 MHz to 26 MHz, which increases versatility in testing wireless
LANs and PCS systems based on all current and proposed air interface standards. The MP2600
emulates one or two wireless communication channels between base stations and mobile
receivers. It can be configured to perform single-channel tests with up to 12 paths, or
dual-channel tests with up to six paths per channel. The instrument also allows direct
setting of output power levels. For more information, contact Alex Kim at 201-261-8797.
- Adjustable Chair Arms
Office Furniture Marketing, Inc. (OFM) has announced the availability of the 12-Function
AdjustAble Arm for office chairs Model #: AAA-"MULTIFUNCTION AdjustAble Arms."
The 12 functions are engineered to provide consistent support from the elbow to the wrist.
In addition, the inner-spring design eases the pressure from the neck and shoulder. For
more information, call 800-520-7471.
- Voice Logging Recorders
Omnicron Electronics has announced the introduction of a new, compact series of
professional voice logging recorders to upgrade its VLR series. These recorders provide
automatic documentation of telephone conversations, two-way radio messages, and meetings
in a variety of applications. They feature slow-speed recording to allow up to 16 hours of
talk time on a standard audio cassette. Their time track option documents time and date on
a separate channel throughout all recordings. VLR recorders also permit monitoring during
recording. For more information, contact Bill Jones at 860-928-0377.
- Pollable Call Record Buffer
Omnitronix has announced the release of the PS680, a pollable call record buffer, which is
a component in call accounting and telemanaging systems which receives, stores and
releases PBX phone system data via its dial-up internal modem. Expanded basic call record
functions include alarm notification and a second input port for collecting and storing
data that can be polled separately. An "alarm" call record initiates
notification via modem, serial port or pager and is useful for toll-fraud detection,
percentage full monitoring and buffer site maintenance. The PS680 features Configuration
Manager for Windows, which programs configuration, polling and alarm operations and stores
phone numbers and passwords for all buffer sites in a phonebook file. For more
information, call 206-624-4985.
- Surge Protector
Panamax has announced the introduction of the SUPERMAX AllPath surge protector. It is
designed to automatically disconnect power during over-voltage conditions, such as surges
or spikes, or during under- voltage conditions, such as sags or brownouts. The SUPERMAX
AllPath features include "ground OK" and "Line Fault" diagnostic
lights, an always-on outlet, master on/off switch and six-foot power cord. It has six
receptacles plus two modular phone jacks, automatic or manual reset when the voltage
returns to a safe level, and a thermal fuse which, in the event of extended overvoltage,
shuts off power to connected equipment. For more information, contact Carol McClure at
800-472-5555, ext. 3980.
- Sales And Marketing Software Update
POINT Information Systems, Inc. has announced the release of Version 2.0 of its sales and
marketing software. POINT Version 2.0 features easier user interface and greater
customization capabilities. Usability is the central focus of Version 2.0, with sales,
marketing and support concepts represented by 16 X 16 pixel bitmaps. Information fields
have been repositioned so pertinent data is immediately and clearly available when the
user moves from record to record. Version 2.0 also adds a Navigator that presents a tree
view of all open tabs on the POINT desktop. A Group Tab has been added to track team
projects. A Diagram Editor has been added to allow for the creation and editing of large
workflows and scripts. The POINT system works with relational databases such as Oracle and
DB2. For more information, contact Mononita Ghosal at 770-551-1950.
- ISDN PRI Platform Support
Priority Call Management has announced ISDN (integrated services digital network) primary
rate (PRI) for its ORYX platform, designed to give faster and more reliable phone
connections for virtual office workers. ISDN makes more efficient use of voice channels
within the public switched telephone network to accommodate increased traffic demand, and
facilitates integration with multiple vendors' equipment. ORYX is an intelligent
telecommunications platform that offers one number, voice dialing, prepaid/calling card,
international calling, integrated messaging access and additional value-added
applications. For more information, contact Mary Sullivan 508-694-2579.
- Windows-Based Marketing System
Sales Technologies, Inc. (ST) has announced the release of Market-Expressï¿½, an integrated
client/server, Windows-based direct marketing system. It is designed to allow remote users
to define, generate and control the production of direct marketing letters at a central
location within a 24-hour turnaround period. MarketExpress features include flexible
direct mail parameters, open mail merge import, expandable letter library, central
production with high-quality laser printing and highlight color capabilities, XcelleNet
communications and integrated system management. For more information, contact Karen
Barton at 404-841-4148.
- Sales Automation For PowerBuilder
Sales Vision, Inc. has announced the release of Sales Vision Framework 2.5 for
PowerBuilder. The refined object architecture of Framework 2.5 is designed to provide
enhanced user functionality and incorporates new global data manipulation capabilities for
high-level database marketing. The partitioned layering of objects within its Layered
Object Architecture allows users to perform a variety of operations on related sets of
data. The global data action capabilities provide a "universal" model for end
users to navigate between sets of related objects and perform operations on sets of
business objects. Users now have the ability to update fields in a list of selected
records, "drill around" between sets of related records, and establish new
relationships in the database model without "breaking" the software. For more
information, contact Robert Kear at 704-549-0609.
- Sales Automation For Mobile Profesionals
Scopus Technology, Inc. has announced the availability of Scopus Voyager, a sales
automation solution for mobile sales professionals that is designed to provide seamless
integration with customer care applications. Voyager offers a single applications tool,
Scopus Works, that can be used throughout the extended enterprise. Key features of Scopus
Voyager are: full untethered operation; automatic synchronization of local and remote data
upon connection; lead management; opportunity management;
account management; marketing encyclopedia; time management; quote management; personal
productivity tools; easy administration and maintenance; and local database - SQL
Anywhere. For more information, contact Ken Croley at 510-597-6065.
- Data Analysis Tool
SPSSï¿½ Inc. has announced the availability of its latest release, SPSS 7.0 for Windows, on
CD-ROM. The CD-ROM version includes: the Base module for SPSS 7.0 for Windows; Census
information from Wessex, Inc. and Claritas Inc.; the complete SPSS 7.0 Base System Syntax
Reference Guide in an electronic format; a multimedia Quick Tour that shows an overview of
the features of the new product; an electronic version of SPSS Survey Tips, a 30-page
booklet that helps readers design, conduct and analyze surveys; and selected articles from
the SPSS user magazine, Keywords. The Wessex data, from the most recent (1990) U.S.
short-form Census, will allow users to analyze more than 1,000 variables delivered at the
state, county, city and Census tract level for the entire U.S. Claritas is providing four
partial data sets for the CD-ROM. Each file includes data from all 50 states and the
District of Columbia. Those sets include Household Trend database, Consumer CLOUT
database, Workplace Population and PRIZM Distribution. For more information, contact Larry
Mathias at 800-525-4980.
- Fax Server
Syntellect Inc. has announced it has added a fax server to its VocalPoint and Premier 030
IVR platforms. With the Syntellect Fax Server, businesses can offer their callers the
ability to receive fax-on-demand services and the ability to have information from the
host computer faxed immediately. The Fax Server can operate as either a one-call or
two-call solution. With the two-call, the caller enters the fax number, hangs up the
phone, and the Fax Server calls back to send the fax. The one-call solution saves the Fax
Server the step of calling back by sending the fax on the original call, provided by the
caller's fax and phone are on the same line. The Fax Server can be configured as a shared
resource where multiple IVRs can access it, or it can reside on a single VocalPoint IVR.
The Fax Server was designed to support large call centers where multiple IVRs are
deployed, thus eliminating the need to install fax software on each IVR. For more
information, contact Ann Conrad at 800-347-9907, ext. 313.
- Digital Voice Announcers
Viking Electronics has announced the release of three new digital voice announcers. The
DVA-500 is a three-channel announce system designed specifically for ACD/UCD, intercept,
hotel/motel wake-up and night answer, in retail, commercial, industrial, governmental and
other high-use answer-only applications. It answers on the first ring or immediately using
E & M control and automatically adjusts to the message length and provides instant
rewind. The DVA-2W is a record/announce device with a built-in amplifier and one minute
(expandable to four minutes) of nonvolatile memory. Recording can be done on site or in
the studio and then be shipped to the installation. The DVA-1003A is a three-channel
announce system designed for ACD/UCD, intercept, hotel/motel wake-up and night answer, in
retail, commercial, industrial, governmental and other high-use answer-only applications.
Each of the three independent channels gives a separate announcement for ACD/UCD and other
similar applications. Messages can be up to 32 seconds in length and may be recorded and
reviewed using a standard telephone handset or down-loaded from a tape player. For more
information, call 715-386-8861.
- Client/Server Capabilities For Mainframe Call Centers
Aristacom International, Inc. has announced the availability of DynaRep, a
client/server CTI solution that links the telephone switch to both TCP/IP LAN-based
Windows desktops and applications on the mainframe computer system, giving TSRs seamless
access to the appropriate customer information databases while using existing mainframe
applications. CTI benefits include intelligent answering ("screen pop"),
intelligent transfer and conference, call routing based on company-determined criteria,
integration of voice response systems with CTI applications, abandoned call tracking and
easy call returning, automatic outdialing with customer information at hand, and tools for
analyzing call center activity. For more information, contact Debra DeBondt at
- CTI Without Central Server
Comdial has announced the release of wideopen.office/wideopen.call, designed to eliminate
the need for a central server. It is TCP/IP and NetBios compatible and meshes seamlessly
with a range of PC operating systems, from OS/2 to Windows NT and Windows 95.
Wideopen.office works with all popular LAN environments, allowing a user to access all
communications systems such as pagers, e-mail and voice mail. Wideopen.call is a
computer-telephony tool designed to allow the user to control all incoming and outbound
calls as well as PIM integration to Act, Goldmine, Access and more. For more information,
contact Michael Gough at 804-978-2200.
- Voice Processing Platform
Digital Speech Systems, Inc. has announced the release of the WIN48000, a multitasking CTI
voice processing platform designed to bridge the gap between phone systems and computers.
WIN48000 software operates under the Window NT Operating System. It will also run on a
background of networked workstations and will communicate with the user via pop-up windows
and a graphics interface. It handles up to 96 ports, 1,000 hours of voice storage with
65,000 users, supports Dialogic low- and high-density voice cards and SC-bus. Basic
features include voice mail, automated attendant, audiotex, database look- up and other
voice processing and CTI features. The system integrates via digital or analog ports with
more than 100 PBX and key phone systems including AT&T, Nortel, Rolm, NEC, Telrad and
others. For more information, call 214-235-2999, ext. 120.
- Voice And Video On Desktop
Incite has announced the release of a new feature for its Conversational Media
system that is designed to turn a desktop computer into a personal video server.
StreamLink allows users to publish a list of multimedia files to be shared and then assign
a unique phone number to the files to allow access from anywhere in local or wide area
networks. The Conversational Media CTI platform converges phone- quality voice, H.320 and
MPEG video, and T.120 data collaboration at the desktop. The bandwidth of the call can
vary from 64Kbps to 6.144 megabits per second (Mbps), allowing for the playback of high-
quality video files such as MPEG. With SteamLink, a user places a call to another user's
desktop computer to access the menu of available files and choose one to play. Any type of
multimedia file can be played back, but the feature typically is used to export stored
video files such as MPEG, AVI or QuickTime movies. For more information, contact Jerrie
Rea at 214-447-8822.
- Multisegment PCI/ISA Passive Backplane
Rapid Systems Inc. has announced the availability of the 20-slot PCI/ISA segmented passive
backplane offering three separate systems for one chassis. The backplane design is
compliant to the PICMG specification and all popular 486 and Pentium single-board CPUs are
supported. Features include 20-slot PCI/ISA backplane segments (8-6-6); 8 slots (3 PCI/1
CPU/4 ISA), 6 slots (3 PCI/1 CPU/2 ISA); +5 and +12 volt power output for disk drives;
PCMIG-compliant design; and PCI local bus slots that support industry-standard PCI and ISA
function boards. For more information, contact Jann Hegle at 206-784- 4311.
- CTI And Multimedia Tools Merged With PC-Based ACD
Rockwell International Corporation's Switching System Division has announced the
introduction of Convergence call center solutions. Features include CTI capability,
expert scripting, personal announcements, call recording, multilanguage capability,
anywhere usage and the PC-based functionality of Rockwell's Spectra-View console.
Convergence is a full-featured Windows ACD console that "pops" screens from host
computer systems without the need for CTI servers. Using ANI or DNIS with the
industry-standard DDE command set, host computer screens can be automatically displayed
for each caller. Additional CTI capabilities integrate easily with Convergence through a
provided TAPI interface. For more information, contact Tom Mikol at 708-960-8047.
- ACD That Can Tie Into A LAN
Telcom Technologies has announced the availability of its new Call Server ACD, a PC-based
Windows 95 server that is LAN compatible and is adaptable to TSAPI and/or TAPI standards.
The Call Server ACD utilizes digital technology and is fully programmable using Windows 95
screens with full on-line help capability. Because of its nonblocking architecture, the
Call Server ACD can process more than 4,500 calls per hour. This open architecture offers
client/server or Microsoft peer-to-peer enterprisewide access to real-time and stored
information in the Call Server ACD. The Call Server ACD is a dedicated networking ACD
system, offering complete ACD features and full PBX functionality. It can also operate
with Centrex and key telephone systems, or as a stand-alone system. For more information,
contact Richard Widney at 909-620-7711.
- Client/Server Help Desk Software Upgrade
Astea International Inc. has announced the availability of PowerHelp 2.2, a significant
update of Astea's client/server help desk and customer support software. New features
include the Astea Web Server for problem resolution via the World Wide Web, two-way e-mail
for direct access to the PowerHelp solutions database from remote locations, full
integration with leading network management software to automatically log network problems
in PowerHelp as they occur and streamlined problem resolution through enhanced search and
retrieval capabilities. For more information, call 215-822-8888.
- Auto-Prompt/Scripting Feature For Help Desk
DKSystems has announced the release of Version 2.0 DKHelpDesk for Windows. Version 2.0
features an Auto-Prompt/Scripting capability that enables user to create custom prompts or
scripts to be used as part of the customer service process, then define the triggers that
will cause each series of prompts to appear. Prompts can be defined to require yes/no
responses, data entry responses or indication of the response from a multiple choice list.
Prompts can be triggered at the initiation of a new call entry, when an action or activity
is recorded for an existing call, when a new or existing call is assigned to a designated
support group or staff member, when a call is closed or when a specific category or
problem code designation is made for a help desk call. For more information, call
- Telephone White Pages On Internet
Metromail Corporation and Four11 Corporation have announced they have teamed up to create
a directory of telephone numbers and street addresses for the Internet. Access is free and
available through the World Wide Web using any browser at http://www.Four11.com/. The
Four11 directory will be comprised of information from Metromail's national database of
listings, which is derived primarily from the nation's thousands of white page directories
and updated from directory assistance files from the major telephone companies. The
telephone directory established at Four11 will benefit from Metromail's regularly updated
information. For more information, contact Bill Graves at Four11 Corporation at
415-617-2013, or Julie Springer at Metromail at 708-932-2627.
- Virtual Storefronts Proliferate
Online Interactive, Inc. (OLI), a developer of online shopping services, has announced
that its virtual storefronts will now be available on every major commercial network plus
the Internet. The company's online shops have been available on America Online, The
Microsoft Network, Prodigy and the Internet for several months, and are now available on
the CompuServe network. Online Interactive's first two electronic storefronts are called
atOnce Software and FreeShop Online. Specializing in direct download delivery
of software to the user's PC, the atOnce Software stores carry more than 700 different
programs online users can purchase for immediate delivery. The FreeShop Online is a lead
generation tool for advertisers who want to locate a demographically targeted online
audience. Advertisers make available a wide variety of free products and services in
exchange for an online user's name and address. For more information, contact Robert
Nachbar at 206-443-1933, ext. 120.
- New Internet-Based Services
SunExpress, Inc., the aftermarketing company of Sun Microsystems, Inc., has announced the
startup of SunPlaza, a new set of Internet-based services that allows customers to
access detailed, up-to-date information on product pricing and availability, place orders
over the Internet, and check the status of their own orders, regardless of how they have
been placed. These services expand the existing SunExpress Internet site, which provides
information on more than 3,500 aftermarket products and services offered by SunExpress.
SunPlaza is updated daily to guarantee that customers have instant access to special
offers, product availability and pricing. Customers enter SunPlaza through
http://www.sun.com/sunexpress. They may view technology white papers, tips on system
configuration and detailed information on more than 3,500 Sun and complementary
third-party aftermarket products. For more information, contact Julie Turkevich at
- Yellow Pages On The Internet
U S West Marketing Resources has announced the availability of the U S West Yellow Pages
on the Internet service, which contains the listings for 40 major metropolitan areas
covering more than 1,000 communities in U S West's 14-state service area. The local
business listings are complemented by local community information and news, as well as a
new, solutions-oriented approach to finding businesses, products and services in the
Yellow Pages. With an intuitive user interface and an automatic cross- reference index,
consumers can conduct in-depth and detailed searches for businesses. For example,
consumers can search for a business by name, category (such as "auto"), address,
ZIP code and phone number, or make combination searches (such as "restaurant on Main
Street"). In addition, businesses can publish their Internet address along side their
telephone numbers and business addresses printed in the Yellow Pages. For more
information, contact Robin Baca at 303-784-2454.
- Susser Named As Entrepreneur Of The Yearï¿½ Finalist
GoldMine Software Corporation has announced its president, Elan Susser, has been selected
as a finalist for Ernst & Young's Entrepreneur Of The Year award. Susser is one of 32
finalist chosen from a field of 75 Greater Los Angeles Program nominees. According to
Ernst & Young, all of the nominees are leaders of high-caliber companies, collectively
responsible for more than approximately $10 billion in revenues. GoldMine Software
GoldMine for Windows 95, a contact management program. Entrepreneur Of The Year is
sponsored by USA TODAY and NASDAQ, among others.
- Lucent Teams With Sun On Java Telephony Specification
Lucent Technologies has announced that together with Sun Microsystems it has developed
specifications to enable integration of the Internet and telephony using the Java
language. Users will be able to link the graphical, multimedia Internet with their voice
networks, combining documents, e-mail, fax, video and telephony. The Java telephony object
specification allows software developers to write applications that jointly manage voice
and data connections. Using this specification, applications will be able to integrate
existing call-control software, including Novell's TSAPI, Microsoft's TAPI, SunXTL and
others with the World Wide Web. Lucent has integrated Internet and telephony capabilities
in the company's recently announced Limbo programming language.
- NPRI Changes Name
NPRI, Inc., a provider of call center applications, has announced it has changed its name
to Versatility, Inc. The name change is a result of the high market acceptance in the past
year of the company's flagship product, Versatility. "To most businesses, the call
center represents the front-line of interaction with customers," said Ron Charnock,
founder and CEO of Versatility, Inc. "Versatility's mission is to optimize the value
of these contacts to turn the call center into a profit center. The Versatility software
series is the foundation."
- Edward Blank Opens New Centers
Edward Blank Associates, Inc. has announced the opening of two new telemarketing centers,
one in Hazelton, Pennsylvania (its tenth U.S. center), and one in Barrie, Ontario, Canada.
The Canadian center is part of a long-term plan for expansion in the international arena.
The company now has 1,100 positions and 2,500 TSRs.
- Signature Group Opens Center
The Signature Group has announced the opening of a new telemarketing center in Dunedin,
Florida. The center will employ approximately 200 full- and part-time associates.
- Cadmus Acquires Lancaster Information Group
Cadmus Communications Corporation has announced the acquisition of Lancaster Information
Group, Inc., a producer of scientific, technical and medical journals. The purchase price
was approximately $57 million, consisting of cash and the assumption of certain debts of
Lancaster. Cadmus is a graphic communications company offering specialized products and
services in three broad areas: printing, marketing and publishing.
- Harte-Hanks Acquires IHS
Harte-Hanks Communications, Inc. has announced the acquisition of Inquiry Handling
Services, Inc. (IHS), a provider of response management, telemarketing and fulfillment
services to the high-technology and electronics industries. IHS will become a part of
Harte-Hanks Direct Marketing, a provider of direct marketing services. IHS will report to
Gary Skidmore, president of Harte-Hanks Response Management.
- Jupiter Acquires WebTrack Information Services
Jupiter Communications has announced it has acquired all of the assets of WebTrack
Information Services from Caddis International, Inc. WebTrack Information Services
provides quantitative research and detailed databases on the costs and growth of
advertising and marketing on the Internet. WebTrack's InterAd Monthly is a publication for
publishers and advertisers involved with advertising on the Internet.
- MarCom/UTN Merge
MarCom Technologies, Inc., a telemarketing service agency, has announced its merger with
Universal Teleservices Network Corp. (UTN). UTN will provide MarCom with necessary
resources for continued nationwide growth within MarCom's industry areas of expertise.
MarCom currently operates a telemarketing facility in Ft. Lauderdale, Florida and two in
the Clearwater, Florida area, with a total capacity of 400 positions. UTN, headquartered
in Scottsdale, Arizona, operates 295 telemarketing positions. Current planned growth
includes the opening of two new telemarketing centers in July.
- Signature Group Acquires Emanacom Data Services/To Open New Call Centers
The Signature Group, a wholly owned subsidiary of Montgomery Ward & Co, Incorporated,
has announced the acquisition of Emanacom Data Services Incorporated - a Dover, New
Hampshire-based customer loyalty and rewards company - effective upon completion of final
due diligence. The Signature Group also announced plans to open nine more telemarketing
centers in 1996. The specific locations cited are: Bolingbrook, Illinois; Glenwood,
Illinois; Lakeland, Florida; and Redlands, California. Additional sites will be identified
at a later time. The Signature Group currently employs more than 4,000 associates
dedicated to telemarketing. The nine new centers will add roughly 1,500 positions, or 175
positions per center at 544 new outbound stations and 160 new inbound stations.
- Advanta Partners Recapitalizes RMH
Venture capital firm Advanta Partners LP has announced it has sponsored the
recapitalization of telemarketing service agency RMH Telemarketing. As part of the
transaction, Advanta Partners arranged a $20 million senior credit facility for RMH with
Chase Manhattan Bank. The credit facility will be used to finance part of the
recapitalization as well as fund future working capital requirements as the company
continues its rapid growth.
- Ameritech Signs Agreements With Rockwell, APAC
Ameritech Corp. has announced it has signed agreements with Rockwell Switching Systems and
APAC TeleServices, Inc. Ameritech has been chosen by Rockwell Switching Systems as its
first-ever distributor throughout the U.S. and Canada. The Ameritech arrangement ends
Rockwell's 23-year exclusive reliance upon direct sales in North America. Through its
agreement with APAC, Ameritech for the first time will be offering live agent outsourcing
for customers that need assistance in providing customer service, telesales, reservations,
order taking and other calling services.
- Borealis/ATC Partner
Borealis Corporation has announced a strategic marketing agreement with American
Technology Corporation (ATC) to combine forces and build momentum in the sales force
automation (SFA) market. Under terms of the agreement, ATC will market Arsenal, a
customizable product for rapidly developing, deploying and maintaining client/server-based
mobile SFA solutions. ATC, a SFA and mobile computing consulting agency, will leverage its
consulting and customization expertise to implement Arsenal solutions.
- Crystal/Rockwell Partnership
Crystal, a wholly owned subsidiary of Seagate Technology, Inc., and Rockwell Switching
Systems Division have announced a strategic partnership for the development of management
information software for call centers and the business enterprise. Using key technologies
in Crystal's new, three-tier reporting system, Crystal Info, including scheduling,
security, information sharing and smart software. Rockwell's Total ReCall Reports software
provides timely, secure and open access to information throughout the enterprise.
- INOVA Joins Aspect's Application Partner Program
INOVA Corp. and Aspect Telecommunications have announced that INOVA has joined the Aspect
Application Partner Program. The companies have agreed to certify that INOVA's LightLink
data monitoring products will work with the Aspect CallCenter automatic call distribution
(ACD) system via the Aspect RealTime Bridge, which links the ACD system to a variety of
computer networks. The INOVA LightLink system provides automatic feedback on calls waiting
in queue to be answered by the agents. The systems use intelligent LED wall displays or
pop-up windows on the computer screen and/or video monitor, which present text, animations
and alert tones to communicate ACD statistics. Statistics such as calls waiting, average
speed of answer and agents available are available for the Aspect CallCenter ACD.
- InterVoice/NewNet Joint Marketing Agreement
InterVoice, Inc. has announced it has signed an agreement with NewNet under which the
companies will jointly offer InterVoice customers NewNet's AccessMANAGER as part of
InterVoice's Intelligent Peripheral/ Service Node (IP/SN) enhanced service solution. The
relationship enables InterVoice to offer IP/SN solutions with SS7, C7 and Short Messaging
Service (SMS) capabilities that adhere to common industry standards such as ITU, ANSI, GSM
and IS41 specifications.
- ITC/UniDial Partnership
ITC Media Conferencing, the provider of ITC-45 and ITC-Satellite Plus
video applications, and long-distance carrier UniDial have announced they have joined
forces to offer a communications package. By utilizing the UniDial sales force of 163
agents, ITC has an increased presence in the marketplace as its potential customer base is
expanding to more than 25,000 businesses. Through this partnership, UniDial is now able to
provide the suite of ITC's services to their customers. This allows businesses to receive
long-distance, videoconferencing, audioconferencing and enhanced fax services as a full
family of communications products.
- PHD Integrates With NetCensus
Professional Help Desk has announced its help desk automation software, PHD, now
integrates with NetCensus, the asset management software from Tally Systems Corp.
Software recognition information provided by NetCensus includes the name of the publisher,
product name, version and serial number, and even if a foreign language version is
running. Hardware recognition information provided by NetCensus includes PC brand name,
processor type, add-on drives, communications cards, installed devices and peripherals.
- Merisel To Use SpaceWorks Software
SpaceWorks, Inc. has announced the convergence of Internet access with its applications
for online ordering, supply and fulfillment. Merisel, distributor of computer hardware and
software products, has licensed the SpaceWork's Windows-based remote order-entry software
and branded it SELline. Merisel resellers can use the Internet to connect to the private
SELline service. The SpaceWorks order-entry software applications utilize encryption
technology from RSA Data Security, Inc. to assure safe electronic transactions. SELline
provides Merisel's resellers and trading partners an electronic ordering, supply and
fulfillment channel with secure links from the reseller to Merisel's back-office legacy
system. SpaceWorks operates SELline for Merisel on a service bureau basis 24 hours a day,
seven days a week.
- SunRiver Joins NC Reference Profile Organization
SunRiver Corporation's wholly owned subsidiary SunRiver Data Systems, Inc. has announced
it has joined Apple, IBM, Netscape, Oracle, Sun and other companies in an organization
formed to establish standards for the Network Computing (NC) Reference Profile. The
organization will define a reference profile for standard Internet appliances for
communications and commerce. SunRiver will introduce a range of products that support
Microsoft Windows NT, Java and Intranet environments and will be targeted exclusively to
the corporate marketplace. The company also announced its intention to license Oracle's
specifications for the Network Computer.
- ServiceWare Names Vantive A Premier Partner
The Vantive Corporation has announced it has become a Premier Partner of ServiceWare,
Inc., a provider of online knowledge to the customer support community. As a Premier
Partner, Vantive now integrates ServiceWare's Knowledge-Pak Desktop Suite with
Vantive HelpDesk, an internal help desk application that logs, tracks and assists in
handling employee information with technology, human resources and facilities-related
issues. The Knowledge-Pak Desktop Suite will be accessed using Vantive's Research Agent, a
collection of problem resolution techniques, for fast diagnostic access.
- VideoLabs To Market White Pine Software Video Product
VideoLabs, Inc. has announced it has signed an agreement with White Pine Software, Inc. to
market their Enhanced CU-SeeMe desktop videoconferencing software. Enhanced CU-SeeMe
provides person-to- person conferencing, group conferencing and "cybercasting"
(live broadcasting) capabilities all in full color on Windows-based computers over the
Internet or any TCP/IP network. A "bundled" package providing a complete desktop
videoconferencing solution consists of Enhanced CU-SeeMe for Windows and a VideoLabs
Flexcam full-motion color video camera, with their new "Stinger" PCI video
capture and overlay board.
- Adrian Miller Contracts
Adrian Miller Direct Marketing, a telemarketing and customer service firm, has announced
it has signed contracts for developing in-house telemarketing departments for Monarch
Computex and SoftView Inc., and has signed a contract with MCI Wireless to design a
telebusiness skills training program.
- Ameitech Purchases AG Communication Systems Software
AG Communication Systems has announced that Ameritech has purchased TR-1188 protocol
software from AG Communication Systems' INgage line of intelligent network (IN)
solutions. The software implements TR-1188 protocol, which allows IN platforms to retrieve
calling party names nationwide and display them for customers with IN-based caller ID
service. Like the switch-based service, time and date will also be displayed. Without the
protocol, calling name display is limited to calls made within a subscriber's franchise.
- Six Flags Outsources Telemarketing And Mail Fulfillment To CallCenter Services
CallCenter Services, Inc. has announced that Six Flags Great Adventure, part of Six Flags
Theme Parks Inc., a Time Warner Entertainment Company, has hired CallCenter Services to
handle off-site season ticket sales under a comprehensive outsourcing agreement.
CallCenter Services takes all phone and mail orders generated by Six Flags Great
Adventure's direct mail and newspaper advertising for season tickets. After obtaining
credit card authorizations, and calling back unauthorized customers to request alternative
payment, CallCenter Services' fulfillment department mails the tickets.
- Custom Telemarketing Services Announces New Clients
Custom Telemarketing Services, Inc. has announced the following new clients: the Alton
Belle Casino, Alton, Illinois; Ceiling Doctor/Mississippi, Ceiling Doctor/North Dakota,
and Ceiling Doctor/Binghampton, New York; and the national franchisor offices of Ceiling
Doctor in Dallas, Texas.
- Bank Installs Executone's ILS
Executone Information Systems, Inc. has announced that the Bank of Springfield, one of
Springfield, Illinois' largest mortgage lending institutions, has become the first bank in
the nation to install Executone's INFOSTAR/ Integrated Locating System (ILS). At the
bank, the system increases customer service by allowing bank employees in two branches to
instantly identify any employee's location and as a result, improve accessibility between
personnel and customers. Integrated with Executone's IDS digital telephone system, the ILS
system's TeleSearch technology enhances customer service by connecting customers with
appropriate personnel no matter what their location.
- Intecom Installations
Intecom has announced it has signed an agreement with Internet service provider Internet
America to install and service call center products for use with Internet America's key
business, technical support and customer service applications. Under terms of the
agreement, Intecom will install its flagship PBX product, the Intecom E, along with its
CallWise automatic call distribution (ACD) deluxe package to manage Internet America's
call center located in Dallas, Texas. Intecom also announced it has singed a $1.45 million
contract with SkyTel to install and service call center support for SkyTel's paging
systems. Under the terms of the agreement, Intecom will install its Intecom E and CallWise
products to manage SkyTel's enterprisewide call center consisting of 1,000 telephone
lines. Jackson, Mississippi will serve as the host site for the call center and through
Intecom's Sitespan remote access product, the company will provide branch offices in
Dallas, Texas, and Salt Lake City, Utah, with transparent functionality for both
administrative and call center applications. SiteSpan will allow all of SkyTel's 750
agents to be connected with universal computer-telephony and call center functions
incorporating advanced voice messaging and e-mail capabilities.
- LitleNet Signs SkyMall Contract
LitleNet has announced it has signed a contract with SkyMall to assume responsibility for
maintenance and expansion of the transaction management services supporting SkyMall's
worldwide in-flight catalog market. Integrating SkyMall's current back-end systems
seamlessly into LitleNet's proprietary Direct CommerceSM Network, LitleNet will
support all intelligent messaging between SkyMall and all of its outsourced relationships,
including their telemarketing agency, payment processor and merchandise partners, allowing
SkyMall to focus on its strategic objective of expanding its customer base and
strengthening alliances with merchandise partners.
- Healthcare Installations For Mitel
Mitel Corporation has announced that Wausau Hospital and Wausau Medical Center have
implemented a Network Cluster solution from Mitel Inc., based in Herndon, Virginia, to
integrate and centralize voice communications and services. The installation, which
seamlessly handles thousands of calls into and out of these facilities each day, is valued
at $1.8 million. The Network Cluster allows the creation of a centrally managed system by
networking together multiple common communications control subsystems. This implementation
can be utilized in either local or wide-area applications.
- Periphonics Installations
Periphonics Corporation has announced it has received orders for its interactive voice
response (IVR) systems it estimates at approximately $3.9 million from GTE Corporation.
The systems will be used by GTE to automate processing of account inquiry and customer
service calls from GTE customers. Periphonics has also installed an IVR system at the
Michigan Employment Security Commission (MESC) that allows jobless workers to claim their
unemployment benefits every two weeks by phoning in their eligibility information. MESC
estimates that the system is eliminating the handling of 6.4 million forms for the state.
Periphonics also reports that the Office of Provider Affairs, a division of the Ohio
Bureau of Worker's Compensation, is using a Periphonics VPS 750 IVR system to eliminate
lengthy queues and improve communications with medical providers. Periphonics also
reported that Southeastern Louisiana University has added a Periphonics IVR system to
augment its online registration system. Periphonics has also announced that Pinnacle Bank
of St. Joseph, Michigan has installed an eight-line Periphonics VPS 7500 to run Pinnacle
Bank's Pinnacle ABC interactive voice response service. Pinnacle ABC allows easy access to
account services and information, as well as information such as loan rates, branch
locations, hours of service and ATM locations.
- HFS Contract For TEL Electronics
TELS Corporation has announced its subsidiary, TEL Electronics, has entered into an
agreement with HFS, Inc. of Aberdeen, South Dakota, in cooperation with AT&T, for the
sale of 200 INN- FORM/XLï¿½ call accounting systems. HFS is a hotel management company with
more than 5,000 hotels. The sale of TELS' INN-FORM/XL systems, which work with AT&T
services and enable guests to make direct-dial, long-distance calls without calling cards
or operator assistance, will contribute approximately $200,000 in revenue to the company.
In conjunction with the agreement, AT&T will fund the equipment purchase for HFS
properties that sign an extended telephone service contract.
- AnswerSoft/Ericsson Distribution Agreement
AnswerSoft, Inc. and Ericsson Business Networks AB have announced the completion of an
agreement to bundle AnswerSoft products with Ericsson's Consono Call Centre Solution.
Under the terms of the agreement, Ericsson will distribute AnswerSoft's Sixth Senseï¿½ and
SoftPhone applications to customers worldwide. Sixth Sense is a client/server based
application that automates activities related to telephone business transactions from the
point a call was received until the caller has been serviced. SoftPhone Agent allows call
center agents to view inbound caller information including call histories and notes, call
duration and call state as well as status of call queries. The Consono Call Centre
Solution combines telephony and information technology resources to provide greater
flexibility for call centers. Consono Call Centre supports the Consono MD 110PBX, one of
the largest subscriber exchanges in the world with more than 9.6 million lines installed
or on order in 60 countries.
- Rate Reduction From BELGACOM
BELGACOM has announced it has reduced the cost of international digital leased lines by up
to 40 percent by lowering the monthly rental fee, adjusting current discount systems and
revising tariff zones. Rates will be reduced by 30 to 40 percent to the U.S., Canada,
Mexico, Venezuela and Saudi Arabia for all bandwidths between speeds of 64 Kbps and 2
Mbps. In addition, prices will drop by 20 to 35 percent to The Netherlands, Luxembourg,
France, Germany and the U.K. for leased lines operating between 64 Kbps and 384 Kbps.
Rates for circuits to Italy, Spain and Switzerland will be reduced by 30 to 40 percent.
For more information, contact Susan Mirbach at 203-221-5270.
- Ericsson Signs $77 Million Contract In India
Ericsson has announced it will deliver a complete Global System for Mobile Communications
(GSM) network to the Indian cellular operator Birla Communications Ltd. Birla
Communications is a joint venture between global operator AT&T Wireless Services and
the Indian company A. V. Birla Group. The order is a turnkey project for Ericsson that
will supply both infrastructure equipment and carry out installations. Birla
Communications will offer services in the fall of 1996.
- Group 1 Software/OBIMD International Joint Venture
Group 1 Software has announced it has signed a joint venture agreement with OBIMD
International of Paris, France to provide software products, databases and services for
companies and other organizations mailing worldwide. Group 1 will be responsible for the
enhancement and worldwide marketing of OBIMD's PC-based Universal Mailing software for
address hygiene and postal coding, its postal sortation software and its extensive postal
databases and Christian name database. OBIMD will maintain the postal databases as
required by each country and will also continue to operate as a service bureau using the
enhanced Group 1 products. Group 1 is a provider of software for mailing efficiency,
database marketing, database publishing and customer information management.
- Intecom To Install Products At Avantel
Intecom has announced that as the Mexican government is preparing to open its
long-distance market on August 11, Avantel (an MCI Communications Corporation joint
venture with Banamex, Mexico's largest bank) will install Intecom's flagship call center
system comprised of the Intecom E and CallWise to manage two call centers located in
Monterrey and Mexico City. Avantel has designated Monterrey as the host city where the
call center system will be installed to support 500 agents. Through Intecom's remote
access product, SiteSpan, the company will transparently extend the functions of its large
switch to Avantel's branch office in Mexico City, where it will provide 300 agents the
same ACD and computer- telephony functions as if they were all at the main center in
- Melita Partners With ITS To Install Systems In Mexico, Central And South America
Melita International Corporation has announced that, in conjunction with its marketing
partner ITS, Melita systems are being installed in companies in Mexico, Central and South
America. In the past six months, ITS has installed and upgraded Melita predictive dialing
systems and its call center technology at Citibank and Inverlat bank locations throughout
Mexico. ITS plans to continue its partnership with Melita in 1996 with the installation of
Melita systems in Argentina and Brazil. Melita and ITS began their partnership in March
1995, when they signed a business agreement that provides for ITS to sell, service and
maintain Melita equipment throughout Mexico, Central and South America.
- TSC To Acquire Aspen Consultancy
Technology Solutions Company (TSC) has announced the acquisition of U.K.-based call center
consulting firm Aspen Consultancy. "The acquisition gives TSC a strong base of
expertise in call center solutions as we build an international reputation in customer
relationship management," said John T. Kohler, president and CEO. Under the terms of
the agreement, Aspen
Consultancy becomes a wholly owned subsidiary of TSC Europe.
- Internet Access For Digital Mobile Phones
Telstra MobileNet has announced it will offer its digital mobile phone customers a fully
integrated remote-access Internet service. Telestra MobileNet Digital customers can now
connect their digital mobile phone to a laptop computer and access the Internet from
anywhere within Telstra's digital cellular coverage area. The service is offered for free,
apart from normal airtime charges which are set at the short-distance charging rate,
regardless from where the customer users the service within Australia. The Telstra
MobileNet Digital Internet service is offered as an added application for MobileNet
Digital Fax & Data users, with access to a range of Internet services including
Internet e-mail, the World Wide Web, File Transfer Protocol and Telnet. For more
information, contact Katrina Drewer at 415-922-5452.
- UNEX Opens U.K. Office
UNEX Corporation, manufacturer of headset systems for use in telephone-intensive and
dependent environments, has announced the opening of its first international office in the
U.K. The new international headquarters, which is located near London in Reading,
Berkshire, will serve the U.K. and western Europe. UNEX's international business will be
headed by Jason Stringer, who was recently named vice president of international sales.
- Vantive Appoints Mitsui As Japanese DistributorM
The Vantive Corporation has announced that it has signed an agreement with Mitsui &
Co. Limited, one of Japan's largest trading companies. Mitsui's Information Processing and
Electronic Systems Division will market, sell, support and manage the distribution of
Vantive's customer interaction software throughout Japan. The companies also announced the
opening of a technical center, called the Vantive Support Center, that will be located
within Mitsui Knowledge Industries, a wholly owned subsidiary of Mitsui & Co. The
Vantive Support Center will provide support for systems integrators and subdistributors,
who will then support Vantive customers directly.
- Voysys/Matra Partnership
Voysys Corporation has announced it has signed a joint development agreement with Matra
Communication to deliver low-cost telephony solutions to the European small business
market. Under the terms of the agreement, Voysys will provide a unique voice messaging
system design, which Matra will integrate with its family of PBX switches. The solution
will provide simultaneous auto attendant and voice messaging capabilities to the users of
the PBX. The base platform will operate as a two-port, three- language, voice processing
system, which can be upgraded for extended message storage capacity, additional ports and
mailboxes, and increased software functionality. The products are planned to become
available in all common European languages.
- Executive Marketing Services, Inc., a direct marketing services company, has promoted
Terrence E. McCarthy to president.
- Matthew W. Staudthas acquired integrated marketing communications firm Interactive
Marketing Group (IMG)/LeadServe and been named president.
- Telecommunications services provider MIDCOM Communications Inc. has appointed William H.
Oberlinas president and chief executive officer, and a member of its board of directors.
MIDCOM also appointed John M. Zrno and Marvin C. Mosesas directors on MICOM's board.
- David MacSwain has been named president and chief executive officer of SpaceWorks, Inc.,
a provider of a suite of business-oriented electronic commerce software applications.
- Teledata Solutions, Inc., a provider of network-based CTI call center automation, has
appointed Kevin Kerns as president and chief operating officer.
- Boston Technology, a provider of network-based value-added services, has appointed
Robert J. Slezak as executive vice president for technology and marketing and George Matz
as vice president of world sales.
- Call center technology and integration provider Davox Corporation has named Richard P.
Santos as vice president of international operations and Douglas P. Langenberg as vice president customer services.
- Multinational marketing, management and information research services firm ICT Group,
Inc. has named Vincent Paccapaniccia as vice president of finance.
- Telemarketing service agency ITI Marketing Services, Inc. has appointed Kayle Neeley as
vice president and general manager of the Financial Services Division and John Calk as
vice president of the Diversified Communications Division.
- Market Development, Inc., a specialist in transcultural consumer and marketing research
in Latin America among U.S. Hispanics, has appointed Gloria Williams-Elï¿½as as vice
president and Dave Taber as vice president.
- Household products information services provider MaxServ, Inc. has appointed Opal Popham
as director of telemarketing and Chris LaBauve as director of telemarketing operations.
- John G. Kaiser has been promoted to vice president and general manager of performance
management product producer Teknekron Infoswitch.
- Voice processing applications provider Voice Technologies Group has named John P.
Alexander as messaging business area director, Timothy N. Murray as director of the
multimedia business area and Edward W. Seger as director of technical support.