Internet & Help Desk Products...
Mergers & Acquisitions...
ACS Wireless, Inc. has announced the Switching System
Adapter (SSA). The SSA increases call throughput, has a built-in safety circuit
designed to shield users hearing from harmful sounds, combines integrated
voiceswitching technology, noise canceling and features rep not available (RNA) Drop
Circuit technology, engineered by ACS and Rockwell International, which is designed to
ensure that calls are not abandoned when an operator leaves his/her station, redirecting
those calls to available operators. For more information, contact Beverly Robinson at
408-461-3207 or at firstname.lastname@example.org.
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AliMedï¿½, Inc. has announced three new ergonomic products. The
LightGuard Visor shields light coming at the monitor from overhead and from the
sides. RiteSlant is a desktop platform that places reading and writing material at a
15 degree angle in front of the worker. AliMed has also developed the 3/4 Sï¿½ft
Wrist Rest, which, since it is lower than keyboard keys, allows the wrists to
float while typing. For more information, call 8002252610.
Ameritech has announced it is offering site-selection services
aimed at helping companies find the best call center location based on an analysis of
available labor, or labor demographics, infrastructure and property as well as their
existing centers. Ameritech will analyze the cost and availability of the potential
workforce, the communications infrastructure and real estate. They also offer business
analysis, which will help companies evaluate relocation options. For more information,
call 8007195822, ext. 85 or see www.ameritech.com.
Applied Voice Technology, Inc. (AVT) has announced the latest
version of AgentExpress for Windows NT TM. New features include: Color Dynamic Display,
which provides real-time call center performance data; an interface with IEX
Corporations TotalViewTM Workforce Management, which generates agent schedules and
forecasts; and an increased support capacity to 96 agents it can also be networked
up to 16 systems enterprisewide to support more than 1,300 workstations. For more
information, call 425-820-6000 or see www.appliedvoice.com.
Automated Telephone Systems, Inc. has announced the Smart
Switch 97 for the prepaid telephony market. This modular switching concept can be
expanded to accommodate multiple DS3s (336 simultaneous conversations); each DS3 can
process more than eight million call minutes per month. Its design features no single
point of failure, allows multiple remote administration and operations control points and
has the following new features: special greetings based on number dialed, voice mail, IVR
and ACD functionality. The real-time charging system can inform the caller of their
balance, charges per minute and elapsed time a caller may talk. For more information,
contact Vince Gasso at 561-471-5545 or at email@example.com.
Blue Pumpkin Softwarehas announced an enhanced version of
PrimeTime for call center demand forecasting and workforce scheduling. Enhancements
include increased flexibility in changing shift assignments, a meeting schedule wizard and
a staffing cost calculator. The software runs on Windows 95/NT and can be integrated with
an ACD to download call volume and other statistical data. Other enhancements include:
support for 24-hour call centers; scheduling of common meetings; flexibility in changing
meeting assignments; staffing cost calculator; exporting ability; and selective archiving
and restoration abilities. For more information, contact Renee Maler at 510-828-9495 or
Call Interactive, Inc. has announced a name generation consumer
program featuring a flat rate pricing structure. Companies employing the system will pay
only for the actual names generated. For more information, contact Rich Nelson at
Cincinnati Bell (CB) has announced a new service called Call
Manager, which combines voice messaging, Caller ID and call waiting. It also includes a
Distinctive Ring service, which gives the customer two separate phone numbers on one line,
each with its own ring. The Call Manager display unit shows the callers name and
number if the call is made within CBs service area. For more information, contact
Erik Kirkhorn at 513-397-1237 or see www.cinbelltel.com.
IEX Corporation has announced Release 3.2 of its TotalNet Call
Routing System. TotalNet is an intelligent call routing product that interfaces to
carriers and private networks and can be used to create a virtual call center. Based on
client/server architecture and Windows PC workstations, it allows flexible routing based
on time of day, day of week, date, called number, geographic location of caller, staffing
and callhandling capacity. The database can handle more than 100 million records and can
process more than 200 transactions per second. Release 3.2 includes three types of value
lists for call segmentation; destinations and ACD path groups, quota schemes and capacity
tables. For more information, contact Stan Jasinski at 972-301-1300 or see www.iex.com.
InterVoice, Inc. has announced Version 2 of InVision, a GUI used
to create, modify and test call flow scripts for its call and business process automation
platforms. Version 2 allows complex call flow segments to be seen and heard during the
development process. Three new features are: Demo mode, which is used when designing a
call flow; Specification Creation, which produces several representations of the call
flow; and Code Generation, which translates the demo call flow into a framework of
InVision code icons, preserving customer approved application messages and menu structure.
InterVoice has also announced InterSoft for Windows NT 4.0. It supports all the features
and capabilities offered with Windows NT, including ODBC database access, mainframe and
server integration, system management and others. For more information, contact Catherine
Kingeter at 972-4548934 or see www.intervoice.com.
Melita International has announced PhoneFrame ï¿½ Explorer, a new
customer contact and call management solution. It consists of the Universal Telephony
Platform, which is based on Melitas MPower architecture. MPower is a fully
distributable, objectoriented architecture based on the Common Request Broker
Architecture. PhoneFrame, therefore, provides stateof-the-art telephony and call
management functionality, is an open system, scalable, CTI enabled and is Year 2000
compliant. For more information, contact Maryjane Stout at 770-239-4402 or see
MCI has announced a field trial of an optical cross-connect
system. This trial is a building block in MCIs efforts to develop an all optical
network that will enable MCI to provide highbandwidth services. Currently, MCIs
network operates at optical speeds as high as 40 gigabits-per-second. Whenever any
carrier, however, increases its transmission speed, it must also upgrade electronic
devices to accommodate the higher speed. An all-optical network removes the networks
dependency on electronics, migrating traffic onto a photonic layer. This will
significantly increase the networks ability to handle higher transmission speeds,
while improving restoration capabilities and provisioning of network circuits. The optical
systems also support both meshed and ring fiber optic topologies. For more information,
contact Robert Hoskins at 888-2134372 or at firstname.lastname@example.org.
Nitsuko America has enhanced the ACD capabilities of the 384i
telephone system with the release of inDepth and inDepth+ MIS Windows-based software. With
these packages, a supervisor can view calls in queue, agents in and out of service, grade
of service, etc., from a PC. inDepth+ provides real-time, flexible reports, multiple
positions, multiple wall boards, multiple real-time screens, 15 historical report options,
any start/stop time and date, sub-supervisor positions, wallboard support and database
text export. For more information, contact Mark Fusco at 2039265498.
Nortel (Northern Telecom) has introduced the PCS 1920 and PCS 1930
digital, wireless handsets, which are personal telephones that support voice mail systems,
messaging services, speakerphone capability, voice-activated dialing, Caller ID name and
number delivery. The 1920 is designed for the consumer and offers an enhanced fullrate
vocoder, an enhanced user interface and extended talk and standby times. The PCS 1930
combines the features of the 1920 with these additions: built-in, non-network-based
voiceactivated dialing, using a personal directory of up to 20 names; and personal hands
free, which enables speakerphone conferences or voice mail checking with phone sitting at
arms length on the desktop. For more information, contact Elizabeth Lindsey at
919-992-0262 or see www.nortel.com.
Portage Communications, Inc. has announced SimACD, an add-on
module to Call Center Designer 2.1, which utilizes anticipated ACD statistical data
like call volumes, number of agents or trunks, abandon rates, caller retry behavior and
overflow to generate information about call center operations. SimACD operates in a
Windows 3.1/95/NT environment and requires Call Center Designer 2.1 or later to
operate. For more information, contact Stuart Harris at 4258885320.
PROMODEL Corporation has announced ServiceModel Optimization Suite
3.5, a simulation software package for call centers. It provides call forecasting and lost
opportunity tracking, skillsbased routing optimization, operational cost tracking and
tools for justifying resources and methods. It also has a costing feature that enables
users to examine their processes and proposed changes on a cost basis. The optimization
capability, or SimRunner, is a feature that runs hundreds of simulation experiments and
then produces the most efficient solution. Version 3.5 also has a statistical package that
takes raw data and converts it into useful information. For more information, contact Lori
Monson at 801-223-4611 or see www.promodel.com.
PureSpeech, Inc. has announced PureSpeech AutoAttendant, a
software/hardware solution for a speechenabled automated attendant. The PureSpeech
solution allows callers to say the desired name or department for automatic routing to the
corresponding extension. It is compatible with all PBX switches that support a standard
analog station, runs under Windows NT, can support 4 to 48 simultaneous call routings and
includes a Graphical Extension Manager that allows for quick updates to Continued from
previous page the employee list and can include alternate pronunciations and nicknames. It
is available in two models: the Departmental solution supports up to 500 names and 4 to 8
simultaneous call routings, while the Enterprise solution supports thousands of names and
up to 48 simultaneous call routings. For more information, contact Amy Limb at 617441-0000
or see www.speech.com.
Scopus Technology, Inc. has announced SmartScript, an
intelligent call guide designed to lead call center agents through every step of a call.
It features a GUI script builder and a desktop player that guides agents through a range
of calls. It is fully integrated with Scopus SalesTEAM and SupportTEAM. SmartScript
also provides prompts for upselling and crossselling. For more information, contact Mitch
Bishop at 510-597-5886 or at email@example.com.
Siemens Business Communication Systems has announced BusinessView
Composer, which provides configuration and near-term historical information via a
Windows 95-based GUI. It features context-sensitive help, online documentation,
plain-English wizards that are designed to guide users through ACD configuration and
reporting processes. Also introduced are enhancements to BusinessView Observer that enable
the user to conduct real-time monitoring of multiple sites from a single client station
and a Windows 95-based GUI. The content of Observer windows can display information on 23
to 114 agents simultaneously. Both these client/server applications are included with
Siemens entry-level ProCenter ACD package. Also announced was BusinessView
Foresight, a new forecasting and scheduling software application designed for call
centers with up to 200 agents. It features a Windows 95-based GUI that features
context-sensitive help and online documentation. Users can use Foresight to perform
what if scenarios to determine the most effective staffing. For more
information, contact Karron Esmonde at 408-492-6979 or see www.siemenscom.com.
Switchview has announced RightOn-Queue (ROQ), an incoming call
management solution. ROQ features real-time monitoring, advanced reporting and graphing
capabilities. The architecture is client/server and provides a drilldown graphing feature
that lets users view information in greater detail. ROQ offers three agent options: ROQ
Agent Flash provides real-time messaging, pop-up messaging and queue statistics; ROQ CTI
Directory provides quick caller access to internal directories; and ROQ Agent Pro
(currently in customer trials) will allow agents to monitor personal performance or change
queues. For more information, contact Michael Strickland at 519-746-4460, ext. 625.
Tadiran Telecommunications Inc. has announced Coral SL, which
brings advanced digital networking, ACD call routing, CTI and wireless solutions to the
small and medium-sized business needing as few as 4 stations with seamless growth to over
100 ports. The Coral SL may be configured as a PBX or key/hybrid system, and using Coral
QNet, a QSIG Global standard for networking, it can operate in a global, multivendor
network. It has digital trunks for T1/E1 and ISDN BRI and PRI. For more information,
contact Candy Barr at 813523-0000 or at firstname.lastname@example.org.
TCS Management Group, Inc. has announced the addition of
Interactive Agent to its workforce management software. It lets call center agents
interact directly with TCS scheduling software to request a schedule change with other
agents, a schedule exception for a working day, overtime for a working/nonworking day, or
that scheduled time be dropped from one day and rescheduled for another. Call centers that
utilize a multiuser version of the TeleCenter System can deploy Interactive Agent. For
more information, contact Jennifer Stroud at 615-221-6800 or see www.tcsmgmt.com.
Teknekron Infoswitch Corporation has announced two new products:
Desktop Screen Capture (DSC) and On Demand. DSC records all computer activities taking
place on an agents PC while the agent is conducting a transaction. These activities
are stored electronically and can be viewed later. Both phone and computer activities can
be replayed when DSC is used in conjunction with AutoQuality, Teknekrons call
monitoring product. Additional features include continuous observation, stealth operation
and low data volume on the LAN. On Demand is a custom call recording system that features
agent- or application-initiated recording. It is designed to solve multiple recording
needs and can accommodate almost any computer and telephony environment. For more
information, contact Katherine Kirkpatrick at 8172673025, ext. 398 or see
Tels Corporation has announced WIN-SENSE, a Windows-based
telephone call accounting and management software product. The user has control over
pricing, markups, how calls are categorized for pricing, complete exchange to exchange
costing, cost per minute or cost per call options, as well as custom costing methods,
user-defined costing of special calls, international costing by country, taxes and markup
by facility. WIN-SENSE performs flat rate or percent markup costing; tariff support for
AT&T and local carriers. It also has detail and summary, and custom reporting
capabilities. For more information, contact Kenith Babbs at 8005649424, ext. 305 or see
Voicetek Corporation has announced the availability of its
Generations v4.0 interactive communications software. Features include: centralized
network management through Generations OA&M (a separately-purchased option that
provides the ability to simplify the management of complex networks by providing a
centralized point of network control); the ability to deploy larger systems through
increased capacity; greater scalability through support for telecommunications protocols
such as SS7 and SNMP and support of SCbus; natural language support and speech
technologies through support for PureSpeech ReCite and support for text-to-speech from
Centigram; and Web-based user access that integrates with traditional interactive voice
response capabilities. For more information, contact John Hill at 508-2507641 or e-mail
Witness Systems has announced WITNESS Form Generator, an extension
of the WITNESS client/server voice and data monitoring application, that allows
extended capability in creating forms, reports and graphs for monitoring agents. This new
modules features include the ability to: automatically display applicable questions;
autopopulate information from a call recorded by the WITNESS application; weight questions
as needed by building answer schemes with any answers and point values needed;
define important questions as critical or give extra credit to agents; and add comment
fields anywhere on the form. The application is open and can integrate with existing
users databases. For more information, contact Ryan Hollenbeck at 770-7541962 or at
AIFP has announced Messaging Connector, which enables a single
interface for sending, receiving and managing both e-mail and faxes for customers using
Microsoft Exchange. It facilitates the delivery of fax documents from MAPI-compliant
e-mail packages. Users can send both fax and e-mail messages, including attachments from
virtually any desktop application. Inbound faxes can be routed, forwarded, printed and
copied the same way e-mails are. Messaging Connector is the latest addition to AIFPs
CommercePath Workstation family. For more information, contact Dale Paulin at 503-9689690
or see www.aifp.com. Back to the top
Apropos Technology, Inc.has announce version 3.5 of Call Link,
which introduces the Call Link Server for NT. Call Link Server administrative features are
implemented using the Microsoft Internet Information Server built into NT 4.0, which
allows Call Link to be administered from any Web browser that supports Java. The new
messaging middleware server now support more than 1,000 connections, which can support 500
to 600 agents within a single system. For more information, contact Michelle Edelman at
630-472-9600, ext. 799 or e-mail email@example.com.
Computer Associates International, Inc. has announced the release
of Unicenter TNG Advanced Help Desk (AHD) and Paradigm Service Desk products for Windows
NT. Both offerings include a Web interface and are built on the Unicenter TNG Framework,
an open, cross-platform enterprise management infrastructure. AHD and Paradigm can be used
to provide early warning signs of potential system problems. From Unicenters GUI, an
agent can invoke AHD to create a trouble ticket, incident report or call request as
desired. Through the Web interface, any user in the enterprise can create call requests
and trouble tickets, check problem status and browse the selflearning database. AHD and
Paradigm also provide monitoring and resolution capabilities. For more information, call
800-225-5224 or see www.cai.com.
IEX Corporation hasannounced the addition of Web-enabled
reporting features to its TotalView Workforce Management software. The TotalView
Schedule Viewer allows agents to access their weekly work schedule from the Internet via a
desktop Web browser. Agents gain access to only their own schedules via an ID, password
and an IEX-designed Java applet. Once logged on, Schedule Viewer visually alerts agents of
new schedules or changes and allows agents to confirm theyve reviewed their
schedules. For more information, contact Stan Jasinski at 972-301-1300 or see www.iex.com.
Luckman Interactive, Inc. has announced a complete ISP management
software suite for the BSDI system software platform. BSDI and Luckman will co-market and
deliver Luckmans ISP Connect 2.0 and its new ISP Connect Billing and Customer
Service software as turnkey solutions specifically for the ISP community. ISP Connect 2.0
consists of several components. Web Register is a Java, client/server solution that allows
ISPs to register customers online automatically. ISP Connect Billing and Customer Service
enable: automatic calculation of customer charges; automatic collection via checking
account withdrawal and credit card; support for onetime charges, periodic fixed charges
and usage-based charges; automatic generation of billing statements via e-mail or postal
mail; customer problem tracking; tracking of time online, disk space used and Web traffic.
The system integrates with both Windows NT and UNIX servers and maintains a relational
database with common database packages. For more information, contact Bryan Eggers at
213-614-0966 or see www.luckman.com.
Magic Solutions, Inc.has announced SupportMagic Enterprise 4.0,
which is an enhancement of its flagship product. It offers support for Microsoft SQL
Server 6.5, Oracle and Sybase SQL Anywhere databases. It also adds support for various
network management functions including software distribution, remote control and asset
discovery. Other features include integration with Intersolvs PCVS Tracker, the
ability to view ServiceWares HTML-based knowledge bases, support for ZiffDavis
Learnlets and Crystal Reports 5.0. It also adds a new purchasing and standard
configuration module, which enable support organizations to define PC and/or office
configurations. For more information, contact Carole Walters at 201-587-1515, ext. 196 or
Peregrine Systems, Inc.has announced the release of ServiceCenter
TM 2.0, an enterprise service desk solution, which adds to previous versions a new user
interface, the ability to take advantage of an effective distributed services
implementation, a new service management application and CTI. In addition, the product has
been enabled for global deployment supporting all Western Euroean languages, and languages
requiring multibyte implementations such as Japanese Kanji. ServiceCenter 2.0 adds to
existing network and systems management integration by expanding the Tivoli interface to
include inventory level integration and by incorporating event and inventory level
integration with Microsoft SMS. For more information, contact Barbara J. Prinsell at
619-794-7495 or at firstname.lastname@example.org.
Priority Call Managementhas announced oryxVIEW, an Internetbased
personal communications manager that enables end users to manage calls and messages from
their PCs. With a mouse click, users can listen to voice mail messages, place calls,
manage speed dial lists and change telephone numbers and availability, and send voice and
fax messages as email attachments to any Internet-based email address. oryxVIEW provides a
simple user interface for account access and management that is set up like a standard Web
page. For more information, contact Mary Sullivan at 508-6942579 or see
RADLINX Inc. hasannounced its new fax gateway, the PASSaFAX PF1M,
transfers faxes between the public telephone network and the Internet Protocol backbones.
The PF-1M gateway connects a standard facsimile device directly to the LAN. Users are then
able to send faxes over their Intranet/Internet instead of using the PSTN. The PF-1M
automatically provides least-cost routing, the message is transferred online in real-time
and provides the user with a confirmation slip. It features an internal modem and power
supply and an automatic PSTN-toInternet switch. For more information, contact Varda
Lubling at 2018289494, ext. 212 or at email@example.com.
The Sage Group, plc. has announced the release of an updated
version of DacEasy Accounting & Payroll software. It is designed for small and
medium-sized businesses and takes advantage of Windows 95/NT and the Internet. The updated
version is network ready, Year 2000 compliant and accommodates electronic payments and
forms ordering. For more information, contact Marty Hoag at 9728183900, ext. 2724 or see
ServiceWare Inc.has announced Edition 3 of the KnowledgePak
Complete Suite for SAPs R/3, which includes several new elements. The Knowledge-Pak
Suite for SAPs R/3 features knowledge bases containing descriptions, diagnostics,
causes and solutions to thousands of issues relating to R/3 modules. The new edition
features two new modules Human Resources and Asset Management. Knowledge-Pak
Architect software is also included which enables organizations to author their own
R/3 support knowledge bases. ServiceWare also offers on-site consulting, mentoring and
training to help build in-house expertise. For more information, contact Sara Dodge at
412-826-1158, ext. 209 or see www.serviceware.com.
TALX Corporation has announced TALXWare 8.1, which includes Year
2000 compliance, an Easy Script realtime debugger and a Windows NT interface. The new
software release also supports multiple hardware platforms from Natural MicroSystems and
TALX, real-time application upgrades, distributed applications and network alerts via
SMTP. For more information, contact Jackie Engel at 314-434-0046 or at firstname.lastname@example.org.
VocalTec Communications Ltd. has announced Internet Phone Release
5. Some new features include: faster frame delivery and larger video picture; ITU H.323
support; PC-to-phone calling, direct online links to Internet telephony service providers;
a Community Browser, which serves as a virtual neighborhood; and audio conferencing, which
allows up to 100 people to participate in an audio conference when used in conjunction
with the VocalTec Conferencing Server. VocalTec also announced it has launched a virtual
worldwide PCtostandardtelephone network. The network was created by VocalTec in
conjunction with qualified Internet telephony service providers (ITSPs) and with industry
support from Motorola, Dialogic Corporation, ITXC Corporation, Compaq Computer Corporation
and Digital Equipment Corporation. Through the network, users with dial-up Internet
connections anywhere in the world can dial from their PCs using VocalTecs Internet
Phone to regular telephones all over the world. For more information, contact Jo Lee at
201-768-9400 or at email@example.com.
WebLine Communications Corporation has announced WebLine, a
Java-based application that allows call centers to visually interact with customers over
the Web, via any Javaenabled browser, while conducting a telephone conversation. WebLine
includes: Web page sharing; application demonstrations; seamless integration into existing
environments; scripting tools that allow companies to generate scripts according to their
needs; dynamic product comparison, which lets users search for and display the results of
product comparison in a split-screen format on their screen; one-to-one multicasting
capabilities, which allows users to deliver presentations or software demonstrations to
whomever; session date reporting, which lets users generate reports on call lengths, pages
pushed, usage summaries, etc.; shared forms; and file transfer. The WebLine solution
consists of server software that downloads two distinct Java applets: one applet that runs
on the sales or service reps computer and a separate applet that runs in the
customers browser. For more information, contact Marcie Lascher at 617-272-9979,
ext. 106 or at firstname.lastname@example.org.
Aspect Telecommunications has announced version 2.2 of Aspect
WinSet for Windows. The new version features agent configurations that can be
centrally stored on a file server, resulting in greater mobility for agents. In
conjunction with Aspect WinSet Adapter (that links a workstation to the Aspect CallCenter
ï¿½ ACD), agents can use their sound-card-enabled PCs to record multiple personal greetings
based on their DNIS information or specific call center applications. WinSet also
automates basic screen pop capabilities. For more information, contact Sandra Potter at
408-325-4137 or see www.aspect.com.
Cintech TeleManagement Systems has announced its newest ACD addon
product, linkIT!, which offers screen pop capabilities for small- and mid-sized call
centers. When a call comes in, linkIT! displays caller information on the agents PC
screen while announcing the callers name. Then linkIT! launches any Windows
application based on whos calling, then files are opened (including network files)
within the application. linkIT! will perform record-level searches of Microsofts
Access database of Symantecs ACT 3.0 contact manager. For more information, contact
Robin Klayman at 513-731-6000 or see www.cintechcti.com
Comdial Corporation has announced Impact SCS, a new family of
digital switching systems which offer voice/data integration at the desktop, CTI
connectivity, simplified voice processing access and a new line of multiline telephones.
Impact SCS comprises six switching platforms, eight telephone models and two operator
console units. Functionality is software-driven. The Impact SCS terminals offer:
fullduplex speakerphones; simultaneous voice and data via an add-on module that allows
users to speak over a modem or while sending a fax; large screen display with interactive
soft keys, messages can be transmitted internally and call time and cost can
be displayed in real-time, the names and numbers of internal or external callers can also
be displayed prior to answering the call; and an adjustable viewing angle. For more
information, contact Dick Bucci at 804-978-2525 or at email@example.com.
IEX Corporation has announced Release 3.2 of TotalNet Call Routing
system. Aimed at multisite call centers, TotalNet is an intelligent call routing product
that interfaces to carriers and private networks. It is based on client/server
architecture and PC workstations with Microsoft Windows. TotalNets Call by Call
Routing features customer-driven flexible routing criteria based on time of day, day of
week, date, called number, geographic location of caller, staffing and call handling
capacity at each destination and more. New enhancements include three types of value lists
for call segmentation; destinations and ACD path groups for complex routing scenarios;
quota schemes to define specific calls per time period and capacity tables to define the
number of available agents at a specific location. It also includes TotalNet
Visualizer, which provides a call simulator. For more information, contact Stan
Jasinski at 972-301-1300 or see www.iex.com.
Nortel has announced its Call Center Integration Package (CCIP)
for Nortels Symposium IVR that integrates Symposium Open IVR with the Meridian 1
digital communication system. Using the Meridian Link, CCIP provides access to signaling
information, enables simple screen pops, enhances routing capabilities and facilitates
endtoend reporting. Symposium Open IVR offers text-to-speech conversion, voice recognition
and networking ability. For more information, contact Carter Cromwell at 408-565-2835 or
U S West Communications has announced totalCTI, an open,
nonproprietary CTI solution. It can be overlaid on an existing client/server architecture
to allow access to multiple databases. Through a partnership with Venturian Software,
totalCTI Internet Link was developed. It utilizes Venturians CyberCall
application to enable callers to connect directly with the call center via their PCs.
totalCTI also enables links to multiple switch types and the transmission of information
over the LAN. The totalCTI Interactive Screen compiles customer information from the
server to the interactive agent terminal, allowing agents to update or modify the screen
information as the transaction progresses. totalCTI includes components from partners like
Sun Microsystems, Brite and Genesys, but U S West will act as the single point of contact
for the customer. For more information, contact Tom Gau at 612663-3362 or e-mail
Versatility Inc. has announced its first customized, vertical
software application: Versatility Telecom, which provides telecommunications companies
with an out-of-the-box, CTI-enabled solution for automating their service centers. It
consists of Versatility Telesales/Teleservice, a components-based call center management
tool that allows agents to manage call history, workflow, product information, personal
callbacks, fulfillment and quote/order entry that supports inbound and outbound
operations. Versatility PowerGuide is a call guideworkflow tool that allows users to
integrate telephony, legacy systems, thirdparty billing systems and call guides into a
unified desktop. Versatility OpenTel is a network-based facility that uses CTI to
integrate a phone system with call center applications. It supports basic telephony
functions including inbound screen pops as well as preview and progressive dialing. For
more information, contact Lana Sansur at 703-934-7631 or see www.versatility.com.
Voice Quest, Inc. has announced the release of Personal Operator,
which enables the routing of inbound calls and faxes using speech recognition technology.
The Personal Operator enables voice interaction between the caller and the system. It
offers call routing by person or department name, automatic directory routing by first
then last name, automatic fax routing by stating intended recipients name and then
pressing the fax start button. It also features call screening, follow me calling, message
delivery, message center, paging, multiple phones per user or multiple users per phone.
For more information, call 941-925-0731 and ask for Mike or Mark.
Ericsson, Alcatel, Nokia and Siemens have announced their
commitment to the timely standardization of wideband wireless multimedia technology based
on Global System for Mobile Communications (GSM). The four companies have agreed to urge
that the network structure for a future European third-generation mobile system
referred to as Universal Mobile Telecommunications System should be based on an
evolved core-GSM network. Melita International has announced it has received certification
from Aspect Telecommunications for integration of the Melita ActionPACT and
UltraPACT computer-telephony integration products with the outbound enabling
technologies of the Aspect CallCenter ACD. Rockwell has announced its Switching Systems
Division will be renamed Rockwell Electronic Commerce Division (ECD), and said the unit
would restructure internally to apply expanded resources to the emerging global markets
for forms of personalized electronic commerce. Siemens Business Communication
Systems has announced that Data Collection Resources ACD Data Collection and
Reporting System has been qualified as Siemens Ready. The Resources ACD Data
Collection and Reporting System is a software tool that automatically collects and stores
Siemens ACD data and enables call center data to be collected and sent to a spreadsheet or
other program for analysis. Back to the top
Access Direct Telemarketing, Inc. has announced plans to open a
fifth call center, this one located in Marshalltown, Iowa. The new center will employ more
than 200 people. Back to the top
Alpha Technologies has announced its most recent expansion has
more than doubled the operations manufacturing and service capability and includes
expanded local technical and engineering resource.
Business Response, Inc. has announced it is building a call center
in Champaign-Urbana, Illinois. The center will employ about 150 people.
Centennial Associates, Inc. has announced it has opened a new
national telemarketing center in Jupiter, Florida. Centennial is a national staffing firm
specializing in sourcing multiple contractors with general technical skills for
Citation TeleServices, Inc. has announced it will establish an
inbound call center in Summerville, South Carolina. The company expects to hire 400
full-time employees and to invest more than $4 million in the regional economy.
Colwell & Salmon Communications, Inc. has announced an
expansion at its headquarters in Colonie, New York. The expansion will allow the company
to handle larger and more complex assignments.
DialAmerica Marketing, Inc. has announced the opening of a
7,425-square-foot facility in Scranton, Pennsylvania. The center will market credit cards,
credit card enhancements, home equity lines of credit and other products on behalf of
clients such as NationsBank, Marine Midland Bank and Sears, Roebuck.
Markinetics Inc. has announced the opening of a new call center,
employing 40 teleservices agents, to expand its marketing research capabilities to
The Signature Group has announced the opening of its newest
telephone sales center, this one located in San Bernardino, California. It will employ 400
full- and part-time employees. With this opening, The Signature Group now operates a total
of 25 outbound and 10 inbound facilities in the United States.
Ameritech has announcedit will market predictive dialing
systems from Mosiax, Inc., in a move to strengthen its service offering for businesses
with outbound calling centers. Back to the top
Deloitte & ToucheConsulting Group and Genesys
Telecommunications Laboratories, Inc. have announced they have entered a systems
integration alliance agreement. Deloitte will offer its customers solutions based on the
Genesys suite of Enterprise CTI products, including service and support.
Ericsson has announced its investment in Juniper Networks, with
which Ericssons Cyberlab will work to create solutions for large IP networks.
InterVoice, Inc. has announced that Siemens AG-Private Network
Division will purchase InterVoice IVR voice and signal processing boards and software
valued at approximately $2.1 million. Siemens will bundle the
APAC TeleServices, Inc. has announced it has acquired through
merger Paragren Technologies, Inc., specialists in software-based marketing to optimize
customer relationships. Back to the top
Comverse Technology, Inc. and Boston Technology, Inc. have
announced the signing of an agreement for the merger of both companies. The combined
company will be called Comverse Technology, Inc. and will continue to be listed on the
NASDAQ exchange. The operations of Boston Technology will be combined with Comverses
Network Systems Division.
nTeleCom Holdings, Inc. has announced the purchase of OAN
Services, Inc. from EDS in a move intended to sharpen its focus on the communications
Datapoint Corp. has announced the completion of the third of
five call centers it is developing for British Telecom. This new BT call center
environment will support a network of five centers with up to 800 telephone sales agents
each, for a total of 3,600 agents. The centers, which are distributed around the British
Isles, include installations in Warrington, Bristol, Glasgow, Newcastle and Doncaster.
They will be used for both inbound and outbound telemarketing campaigns aimed at promoting
BTs products and services throughout the UK. Back to the top
ICT Group, Inc. has announced it has expanded its European
operations by opening its first UK base in London. The call center, based in the suburb of
Harrow, is expected to have a workforce of 150 by early next year.
SITEL Corporation has announced that SITEL Telebusiness New
Zealand has obtained ISO 9001 certification. The quality certification, audited by KPMG
Peat Marwick, covers the full range of SITEL Telebusiness operations, including: sales,
finance, administration, call center application and development, and systems integration
and post sales support.
Snyder Communications Inc., a provider of marketing solutions to
U.S. companies, has announced its merger with Bounty, a company that provides free samples
of babycare products to new mothers in UK hospitals.
Telstra has announcedit has made a new series of services, called
Telstra Access, to European MNCs. The initial roll out will encompass four main products.
Telstra Accelerate ATM (Asynchronous Transfer Mode) a high-bandwidth-on-demand data
network that will allow greater efficiency and flexibility for the integration of voice,
video and data over a single network. Telstra Fastway VSAT (Very Small Aperature
Technology) is an expansion of existing Fastway service and offers immediate, secure and
reliable private leased connections between Europe and locations within Asia Pacific via
international satellite links. Telstra Global Frame Relay is a service that provides LAN
internetworking, interactive database access and replication, e-mail, file transfers,
client/server and SNA connectivity. Telstra Dial Connect is a dial-up interface for PC
users over a standard telephone line, which enables access to the Internet and group
Intranets. Telstra also announced that though an alliance with Arlington Securities, it
will offer all occupiers of Arlington Business Parks in the United Kingdom a range of
value-added telecom services through its Accelerate ATM network. Telstra and NetSpeak have
announced the technical trial of Telstra and NetSpeaks voice-overInternet Protocol
(IP) technology. Telstra Research Laboratories (TRL ) and NetSpeak have undertaken a joint
development to combine NetSpeaks voice-over-IP technology with the SS7 Network
Signaling System developed by TRL. The SS7 has been enhanced to allow it to communicate
directly with NetSpeaks core IP telephony communications products, which includes
its WGX telephony gateway, connection and directory services and network management
services, allowing regular telephone calls to be placed over IP networks, therefore
allowing SS7 networks to see NetSpeaks WebPhone IP Telephony software (running on
the users PC) as if it was a regular telephone. For more information, contact Cathy
Clarke at 203-532-1339 or at firstname.lastname@example.org.
Yorkshire & Humberside Investment Partnership has announced
there are more than 50 major dedicated call centers in Yorkshire and Humberside, England.
Yorkshire and Humberside is less than two hours by train from London and is at the heart
of the north/south and east/west freeway network. Most major cities in the region are less
than an hours drive from Manchester International Airport. The regions
workforce is described as high quality and the region offers lower than
average labor costs and a digital telecom infrastructure. For more information, contact
Mike Cowlam at 5083711001.
Paul Basson hasjoined Point Information Systems, Inc., a
provider of customer interaction software products, as chief executive officer.
SITEL Corporation, a provider of outsourced telephone-based
customer service and sales programs, has announced the following appointments: Ford F.
Fischer has been named chief operating officer; Scott S. Moore has been appointed vice
president of human resources and labor counsel; Carmen Baker has been promoted to vice
president and general manager of travel support services; Connie Cornelius has been named
vice president of projects and facilities, Fred Goetz has been promoted to vice president
of information systems; Carla Mailander has been promoted to vice president of human
resources; Todd Davis has been named vice president of sales and marketing; and Michael
Nemer has been promoted to general manager of financial marketing services.
Alan Brown hasbeen appointed senior vice president of Telecom
Ireland (U.S.) Ltd., a provider of local, long-distance and international service for
Call Interactive, Inc., a provider of 800-888 telephone
interactive services, has announced that Candy King will be joining the company as vice
president of sales.
Apropos Technology, Inc., a provider of integrated call management
systems, has announced the hiring of Jody P. Wacker as vice president of marketing.
Apropos has also announced the addition of Richard Brown as managing director of
Rob Schipper has been named the new executive director of the
Netherlands Foreign Investment
Agency, North America, a division of the Dutch Ministry of
Economic Affairs which acts as a liaison in expediting foreign direct investment in
EIS International, Inc., a provider of integrated call center
management systems, has announced the appointment of James L. Harre to vice president of
Marc Desrosiers has joined Davox Corporation, a provider of call
center technology and integration products, as director of marketing.
Harte-Hanks Response Management, a provider of marketing and sales
support services, has hired Robert Howells as director of international business.
John P. McCabehas been appointed president of the financial
marketing services business unit of ICT Group, Inc., an independent provider of call
center teleservices for sales, marketing and customer care.
Telemarketing Concepts, a direct marketing company specializing in
telemarketing, has announced that Janice OMarra has been promoted to senior vice
president client services.
Lannie Rubino has been named manager, new business development at
TeleDevelopment Services, a provider of telesales, teleservices, help desk and customer
Optima Direct, Inc., a provider of value-added telemarketing
services, has appointed Jeff Symon as vice president of sales.
David M. Girardhas been named call center manager at The Product
Line, Inc.s new call center in La Junta, Colorado. The Product Line is a provider of
call center services.