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Workforce Management Solution
Blue Pumpkin Software has announced the release of PrimeTime, a solution for call center
demand forecasting and workforce scheduling. The system installs on Windows 95 or Windows
NT PCs and can be integrated with ACDs to download call volume and other statistical data
needed for generating forecasts. PrimeTime is targeted at call centers with 10 to 250
agents. For more information, contact Doron Aspitz at 415-813-9180.
HP CTI Software Available On NT
Hewlett-Packard Company has announced that its Customer Contact Middleware is now
available on the Windows NT Server platform. This middleware is designed to enable
companies to build multiple-channel customer service centers. It enables the simultaneous
routing of customer queries and related account histories to agents and supports
integrated customer communications channels, namely, Internet, fax and e-mail. For more
information, contact Jeannie Barbieri-Low at 617- 489-3819.
New Version Of EDGE
Information Management Associates, Inc. (IMA) has announced its EDGE � TeleBusiness �
Software System, version 3.7. The new version is designed to deliver expanded CTI gateways
and interfaces to telephony products, simplified application development and improved
flexibility. The open, distributed, three-tier client/server architecture allows for the
distinct separation of presentation, application and database layers and permits hardware,
relational database and operating system independence. It supports HP's Customer Contact
Management middleware and TSAPI, has a direct telephony gateway to Aspect's Application
Bridge and an IVR link enabling multitudinous IVR integration and legacy system support
via IMA's MQ Link module. For more information, contact Bob Ventresca at 203-925-6878.
Portfolio Offering For Telcos
InterVoice, Inc. has announced IN*Control, which combines multiapplication platforms and
enhanced services to provide wireless providers and telcos with a portfolio of solutions.
IN*Control is currently comprised of enhanced messaging services, automated customer
service, automated service activation, calling card and prepaid services (for wireless and
wireline) and network-based IVR and call-processing services. IN*Control also provides
speech recognition, Internet connectivity and text-to-speech. For more information,
contact Catherine Kingeter at 972-454-8934.
New Headset
a Comfort Telecommunications, Inc. has announced the Comfort Aries. This headset comes
with either monaural or binaural tops which feature: a noise-canceling microphone; dual
mute switches; flexible spring boom mike construction; quick disconnect with built-in mute
button; and "safety first" hearing protection. All headsets come with
leatherette and foam ear pads. The amplifier features a user-friendly interface with no
dip switch settings, slide volume control, automatic gain control, mute switch, mute
light, handset/headset selector, "safety first" hearing protection and
adjustable transmit level control. For more information, contact Jon Minto at
800-399-3224.
Logging And Monitoring Solution
NICE Systems has introduced NiceAudit™, a quality control system that combines
digital voice recording with advanced agent/call center evaluation software. Some features
include: selective recording of calls; real-time and time-independent evaluation of calls;
easy-to-use system interface; multiple recording and scheduling options; customized
evaluation forms and report generation in text and graphics; and full integration with
major ACDs. NiceAudit is composed of three integrated components: NiceLog™, a digital
voice logging system; NiceCLS™, which digitally stores all incoming and outgoing call
information; and NiceAudit software evaluation tools designed to enable users to define
the evaluation form, perform the evaluation itself and generate reports and statistics as
a result. For more information, contact Natalie Corren at +972-3-645- 3700.
Call Overflow Service
MCI has announced a new call overflow service from MCI Call Center Marketing, called MCI
Network Call Redirect (NCR), which is designed to allow a single call to attempt
termination to up to five locations on a switched or dedicated access facility. NCR is
also designed to allow businesses to define how long they want the call to ring before it
overflows to another location (up to 240 seconds). Calls can be routed to up to five
predefined domestic or international locations or to a customized message announcement.
Customers pay only for the calls that are completed successfully and are charged only $.03
per call for up to five overflow attempts. For more information, contact Cal Jackson at
800-644-NEWS.
Telephone Skills Training Video
CRM Films has announced The Call of the Mummy, a video featuring vignettes that teach
principles of on the-phone service: Friendly, Caring Attitude; Problem-Solving Ability;
Going the Extra Mile; and more. The Call of the Mummy includes the 19-minute video, a
Leader's Guide and one Participant's Workbook. For more information, contact Liad Lazarus
at 760- 431-9800, ext. 161.
Web IVR
VoiceTek Corporation has announced the availability of Generations � Web, a software
option that is designed to extend the operation of Generations interactive communications
applications over the World Wide Web. Generations is a graphical development and
deployment platform for interactive communications applications, such as IVR systems.
Generations � Web allows an IP connection to be established between the Web server and
the Generations application. The IVR system accepts this "Web call," treating
the data like a standard phone call. The Generations application performs the requested
operation as a call flow. Data is then returned to the Web server. For more information,
contact John Hill at 508-250-7641.
Internet-Usage Monitoring Solution
Telemate Software, Inc. has announced it will integrate the TELEMATE.Net™ software
solution for managing Internet use with Trusted Information Systems's (TIS) Gauntlet
Firewall products, which are designed to enable corporations to monitor and record
incoming and outgoing activity to provide an additional layer of security. TELEMATE.Net
collects data from one or more TIS firewalls. These reports can either be viewed on-screen
or in printed form. For more information, contact Heather Whitt at 770-936- 3700.
New Fax Service
FaxSav Incorporated has announced FaxSav ServerLink, an API that is designed to allow any
third- party vendor to link to the FaxSav Global Network via the Internet. This solution
enables fax server manufacturers to offer automatic least-cost routing to customers
whether or not they employ a fax server at one or multiple sites. Via the Internet
connection, faxes sent to FaxSav ServerLink will be directed into the FaxSav Global
Network for ultimate delivery. For more information, contact Allison Hossack at
908-906-2000, ext. 2224.
Customer Interaction Software
Silknet Software Inc. has announced Silknet ServiceDesk, a customer interaction software
designed to enable customers, via any Web browser, to obtain answers to questions without
agent assistance, to log problems and have them correctly routed, or to request online
assistance. Should the answer to a customer's inquiry not be in the problem- resolution
database, ServiceDesk deciphers the nature of the problem and then routes the question,
based on user-defined rules, to the best qualified support person. The software informs
the support person and provides relevant information on the customer and the problem. Once
the problem is solved, the agent can then publish the solution to the problem-resolution
database. For more information, contact Jim Davis at 603-625- 0070.
Show N Tel/NETPhone Solution
NetPhone, Inc. has announced it is supporting and reselling Brooktrout Technology's Show N
Tel, a graphical object-oriented development environment, with its NETphone family of PBX
servers. This union is designed to allow NetPhone end users and VARs to create
computer-telephony applications such as audiotex, IVR and intelligent call routing. For
more information, contact Kathy Puccio at 508-787-1000, ext. 229.
Wireless Solution
Tadiran Telecommunications, Inc. has announced CoralAIR, a wireless, in-premise microcell
system designed to support up to 1,532 mobile handsets and 32 base stations. Up to 8
complete systems may be supported in a single Coral chassis, which can also be networked
using QSIG. The mobile handset has up to 50 hours of operation from a single charge and
the display offers information on caller I.D., DNIS and system features status. Multiparty
conferencing of up to 15 participants is supported and each group of 15 can be
daisy-chained to upscale. For more information, contact Candy Barr at 813- 523-0000.
CTI Functionality Via Telcos
Voicetek Corporation has announced MaxReach™, a suite of personal productivity
applications that telecommunications carriers can deploy for their subscribers on
Intelligent Peripherals and Service nodes throughout the Advanced Intelligent Network. It
will initially consist of four communications productivity modules that can be deployed
individually or integrated enterprisewide. Some features include: voice dialing; personal
assistant that provides call screening based on user-defined parameters and call routing;
single number service including find me, follow me and meet me services; and unified
messaging. Subscription can be initiated via the Internet. For more information, contact
John Hill at 508-250- 7641.
Remote Support Via Analog Modems
Artisoft, Inc. has announced it has licensed Voxware's RT29 MetaVoice™ voice
compression (codec) technology with the intention of integrating it into the upcoming
32-bit version of Artisoft's CoSession Remote™ remote control software. This
integration is designed to allow help desk personnel, using analog modems, to talk with
users while remotely diagnosing and correcting technical problems. For more information,
contact Leslie Bromberg at 520-670-7311.
Enhanced CTI For Call Centers
IBM has announced new versions of CallPath and DirectTalk. CallPath Version 2 Release 1
expands its support to include Windows NT on the server, extends the number of supported
client platforms to include major environments from IBM and other vendors, and expands
support for CSTA telephone systems and supports more than 20 switches. It also includes a
new application development environment built on the Java Telephony API. DirectTalk
extends the number of RS/6000 models that can be selected as the platform for this IVR
system. For more information, contact Peter Singer at 914-332- 3974.
Simultaneous Voice And Data
KONEXX has announced the release of its dual-channel DWI (Digital Wall Interface) for
Northern Telecom telephone systems. The DWI is designed to enable simultaneous use of the
telephone and an analog device (modem, fax, etc.) through a single telephone jack. With
this device it is possible to send and receive faxes and e-mail while carrying on a
telephone conversation. For more information, contact Andre Galligani at 619-622- 1400.
Network-Based IVR Tied To Premise-Based CTI
Aristacom International, Inc. has announced its Network Interactive Voice Interface. This
call-processing application is designed to carry information entered into AT&T's
networkbased Interactive Voice Service (IVS) through a company's PBX and into its CTI
system. There the information is used to cross-reference mainframe or SQL databases and
deliver the appropriate application and customer record to the desk of a customer service
agent as a call is transferred from AT&T's platform. This solution can also be used to
provide other CTI capabilities, such as intelligent call routing and abandoned call
processing. For more information, contact Jim Smith at 707-776-2773.
Oklahoma Bombing — Telecom Link
Opus Telecom has announced it was their system which housed and eventually tracked the 697
phone calls made by "Darryl Bridges," the fictitious name used by Timothy
McVeigh. The FBI and the prosecution were able to build a case against Timothy McVeigh in
great part because the phone records left a trail of activity that linked McVeigh to the
bombing.
Teledata Changes Name
Teledata Solutions, Inc. has announced it has changed its name to Apropos Technology, Inc.
The company feels the new name is an ideal description of the products and services it
provides for the call center marketplace.
New Corporate Identity
Communicator Asystance Systems, Inc. has announced a new corporate identity and
concomitant name change to Castel. The change mirrors the name of the company's
computer-telephony integration product, CASTEL Intelligent Call Management Solution, and
was made to update their corporate image and validate their position in the marketplace.
New Telemarketing Facility
The Product Line has announced the opening of a new, fully automated, computer-telephony
integrated, 200- seat call center facility in La Junta, Colorado. The 10,000-square-foot
facility is expected to be fully operational by September 1997.
Canadian Call Center Expands
Faneuil ISG Inc. has announced an expansion of its Winnipeg headquarters facility.
Operations have expanded by 25 percent, resulting in 60 additional workstations (for a
total of 300) and 56 new employees. An additional 50 to 60 employees will need to be hired
as well to complete the expansion.
IDRC Acquires IntelliSell And Telnet
International Data Response Corporation (IDRC) has announced it has acquired IntelliSell
Corporation and Telnet Systems, Inc. IntelliSell is an outbound telemarketing service
agency. Through this acquisition, IDRC has added nearly 800 workstations in 12 call
centers. The acquisition of Telnet Systems, which specializes in inbound and outbound
telemarketing services, has added an additional 480 workstations in four call centers.
Support System Developers Acquired
SITEL Corporation has announced it has reached an agreement to acquire Support System
Developers, Inc., a privately held firm providing technical support teleservices for the
computer and electronics industries. This acquisition was made to expand SITEL's ability
to serve the needs of all segments of the technology industry.
Reseller Agreement
Lucent Technologies, Inc. and GeoTel Communications Corporation have announced a
three-year, worldwide distribution agreement whereby Lucent will market and resell
GeoTel's Intelligent CallRouter � (ICR) software. Lucent and GeoTel are working together
to tightly integrate the ICR with the Definity G3.
Siemens And Davox Team
Davox Corporation and Siemens Business Communications Systems, Inc. have announced they
have entered into an agreement under which Siemens will market and distribute Davox's
suite of Unsion call center management systems. Siemens will offer Unison technology as
its call blending solution to its customers throughout the United States and Canada, with
installation provided jointly. Siemens will manage sales, design, installation and
service.
Tripartite Agreement
Nixdorf Information Systems, Inc. and Pilot � Software, Inc. These alliance include a
worldwide joint sales and marketing agreement with Siemens Nixdorf and a pan-European
marketing and distribution agreement with Pilot, for Lightbridge's Churn Prophet™ and
Channel Wizard™, an analytical tool designed to help carriers reduce churn and
increase customer retention.
Sprint/GeoTel Alliance
GeoTel Communications Corporation has announced an agreement wherein Sprint will resell
the Intelligent CallRouter � (ICR) software in North America. Sprint will offer the ICR
as a software solution for intelligent call distribution.
Stonehouse And Ericsson Team
Ericsson Network Systems has announced the signing of a business alliance agreement with
Stonehouse Technologies as a preferred supplier of telecommunications billing and customer
care software into Ericsson's multivendor telecommunications management solutions
portfolio of products and services offerings for Ericsson's wireline services and
integration business in the United States.
Integrated Solution From InterVoice And Lawson
InterVoice, Inc. and Lawson Software have announced an agreement to provide employees with
self- service access to human resources information using touch-tone telephones. The joint
solution is designed to allow customers to combine LAWSON INSIGHT™ Human Resources
process suite and its enterprise self-service capabilities with InterVoice's OneVoice �
call and business process automation platform. Lawson is currently building an API between
the two software programs for benefit enrollment and query information.
Speculative Call Center Established
The Industrial Development Board (IDB) for Northern Ireland has announced it is
constructing a $3 million call center facility in West Belfast to accommodate the growing
demand for international call centers in Europe. No specific investor has yet been
identified for the 28,500- square-foot facility. Nevertheless, the IDB is confident that
Northern Ireland's 9.6 percent unemployment rate, in addition to the other benefits of
locating in Northern Ireland, will result in the facility being quickly filled. |
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