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Products & Services Selection Guide
August 2001

Network-Based ACD & PBX Roundup 


The convergence of communications continues to create opportunities for small and medium-sized businesses. The high-priced technologies, once only within the purview of large companies, are increasingly on hand for smaller companies with fewer resources, both human and financial. The ability to combine several technologies (e.g., unified messaging, PBX, voice mail, ACD, e-mail server and Web interactions) into one system allows voice and data solutions to integrate within LAN/WAN environments. By obviating the need for heavy-duty communications hardware or a multitude of phone lines, the network-based system allows smaller organizations (or, for that matter, any size organization) to provide superior customer service at fractional costs. For example, an IP-based automated call distribution (ACD) platform permits all customer interactions (phone calls, voice and video over the Internet, chat, voice mail, e-mail, etc.) by simply providing agents with an IP or Internet-based connection. "Powered" by IP-based ACD, a company can effectively allow its CRM applications to wed consumers, agents, online and offline business processes via Web sites, Intranets, customer care centers and remote workers. The immediate benefits derived are productivity gains and cost savings driven by flexibility, ease of management and inexpensive applications.

Whether you are starting out fresh, upgrading or completely remodeling your communications plans and processes, the following aggregation of providers is meant as a "first step" resource for your investigations into applying these technologies to your contact/service center or help desk operations.


Legend:   A=IP-PBX
B=PC-PBX
C=IP-ACD
D=PC-ACD
E=ACD Software
F=E-mail ACD

3Com Corp.
800-NET-3Com
www.3com.com
A, B, C, E

AG Communication Systems
888-888-AGCS
www.agcs.com
E

Alcatel eBusiness Networking Division
818-880-3500
www.omnipcx.com
A, D

AltiGen Communications
510-252-9712
www.altigen.com
A

Altitude Software
512-514-6699
www.altitude.com
E, F

Apropos Technology
877-APROPOS
www.apropos.com
C, E, F

Aspect Communications
408-325-2200
www.aspect.com
B, E

Avaya, Inc.
800-784-6104
www.avaya.com
A

Braxtel Communications
978-264-1992
www.braxtel.com
E

BSA Voice Processing & Call Management
+54-114-963-9600
www.bsa.com.ar
B, D

Calltrol Corp.
(formerly Buffalo Int'l.)
914-747-8500
www.calltrol.com
B, D

Caprisma AB
+46-8-459-3700
www.caprisma.com
B, D

CELLIT Technologies
305-436-2300
www.cellit.com
C, D, E, F

Chadbourn Marcath, Inc.
312-915-0300
www.chadbourn.com
E

Cintech Solutions, Inc.
513-731-6000
www.cintechsolutions.com
C, D, E, F

Cisco Systems, Inc.
877-903-9703
www.cisco.com
A, C, E, F

Commnett Caribbean Ltd.
868-623-4455
www.commnett.com
B, E, F

CosmoCom, Inc.
631-940-4200
www.cosmocom.com
C

Davis Software, Inc.
214-758-3642
www.davissoftware.com
E

Decisif
514-362-7117
www.decisif.com
E

EchoMail, Inc.
617-354-8585
www.echomail.com
F

Global Management Technologies Corp.
770-559-6211
www.gmtcorp.com
E

IEX Corp., a Tekelec Co.
972-301-1300
www.iex.com
C, E

Imagine Visual Dialog Ltd.
+972-3-765-7364
www.imagineusa.com
C

Innings Telecom Inc.
905-470-7070, ext. 265
www.innings.com
D

Intecom
800-468-3945
www.intecom.com
B, D, E

Intelogistics Corp.
877-453-5700
www.intelogistics.net
A, B, C, D, E, F

Interactive Intelligence, Inc.
317-872-3000
www.inin.com
B, D, E

Inter-Tel, Inc.
602-302-8900
www.inter-tel.com
A, C

Iwatsu America, Inc.
800-974-5070
www.iwatsu.com
A, C, E

Konexx, Unlimited Systems Corp.
800-275-6354
www.konexx.com
B

MCK Communications
617-454-6100
www.mck.com
A, E

Microlog Corp.
301-428-9100
www.mlog.com
F

Mitel Corp.
613-592-2122
www.mitel.com
C, E

N-Soft
800-536-9048
www.n-soft.com
E, F

Rockwell Electronic Commerce
630-227-8077
www.ec.rockwell.com
D, E, F

Samsung Telecommunications America
305-592-2900
www.samsungusa.com
E

Sonant Corp.
800-929-2920 / 858-623-8180
www.sonant.com
E

SOTA Technologies Inc.
740-623-2662
www.sotatech.net
B

Stratasoft, Inc.
800-390-1157
www.stratasoft.com
D, E, F

Telecorp Products, Inc.
248-960-1000
www.telecorpproducts.com
D, E

Telephony@Work, Inc.
858-410-1600
www.telephonyatwork.com
A, C, E, F

Telera
408-626-6800
www.telera.com
A, C, E

Teloquent
Communications, Inc.
978-671-5211
www.teloquent.com
A, B, D, E, F

ThinAgent.com
877-650-THIN
www.thinagent.com
B, E, F

TouchStar Software
877-798-7900
www.touchstarsoftware.com
D, E

VivoCom, Inc.
760-751-2053
www.vivocom.net
E, F

VOCALCOM
877-309-4CTI
www.vocalcom.com
A, D, E F

WorldCom
301-360-3325
www.wcom.com
A, C, E

[ Return To The August 2001 Table Of Contents ]


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