January 1999
VXI Unveils New Bear Family Of Telephony Headsets
VXI Corporation, a manufacturer of precision headset systems, recently introduced its new
Bear family of telephony headsets. Suited for call center and telephony applications, the
new headsets feature a microphone that was designed for direct input and superior clarity.
In noisy environments such as the call center, the microphone cancels out any outside
noise and prevents it from interfering with phone calls. The headsets' speakers and
concave earpiece were designed to deliver voices with clarity, reducing the need for
customers to repeat themselves. For durability, size-adjustment ratchets are made of
Teflon-impregnated Lexan plastic to allow for unlimited adjustments. The Bear headsets'
swivel feature allows the earpiece to withstand tremendous pressure without breaking and
the oversized earpiece cushion minimizes ear friction to improve comfort. In addition, the
microphone's boom position memory eliminates the need for constant adjustments.
No. 404, www.ccsmag.com/freeinfo
Technology Solutions Launches ExpressServices
Technology Solutions Company announced the global launch of ExpressServices, a suite of
consulting services based on a proprietary engineering methodology that allows for rapid,
cost-effective implementation and optimization of the PeopleSoft product suite. The
ExpressServices suite includes ImplementationExpress, UpgradeExpress, ExtendExpress and
PerformanceExpress. TSC's ExpressServices are designed to help clients through four
strategic phases of application use: product implementation, version upgrades, add-on
software integration and performance optimization. As business evolves, organizations can
easily use ExpressServices to apply the software to the areas of the company that can
generate the most business results.
No. 405, www.ccsmag.com/freeinfo
TMSI Announces Availability Of InterLYNX CTI Version 4.3
TMSI Incorporated, a developer of computer telephony integration (CTI) software for call
centers, recently released InterLYNX CTI version 4.3, a Windows NT-based product that
provides a software bridge between computers and telephone systems in call center
environments. New feature additions include InterLYNX EasyReach, an automated outbound
dialing solution; InterLYNX ScreenPhone, a desktop PC-based telephony product; and
InterLYNX WebLink, a solution for integrating customer Web sites into customer contact
centers. InterLYNX CTI applications include screen pop, coordinated call-data transfer for
single and multi-site call center environments, PC-based telephony, IVR integration, the
ability to port IVR information to an agent's desktop PC, automated workforce schedule
enforcement and automated outbound dialing. By integrating computers and telephone
systems, InterLYNX applications allow call centers to realize advances in both agent
productivity and customer satisfaction.
No. 406, www.ccsmag.com/freeinfo
Platinum Software Announces Platinum ERA
Platinum Software Corporation, a provider of enterprise resource planning (ERP) solutions
for the mid-market, recently announced the company's next generation enterprise solution,
Platinum ERA 7.0. Built on the foundation of the Platinum SQL product line, Platinum ERA
(enterprise ready applications) integrates the company's front- and back-office
application suites. This ensures consistency of all customer-related information
throughout all Platinum ERA Suites, including Sales and Marketing, Distribution,
Manufacturing, Financials, Budgeting and Customer Care. By leveraging front- and
back-office integration, Platinum ERA provides mid-market companies with a
customer-oriented solution that increases market responsiveness and helps maintain and
extend profitable customer relationships.
No. 407, www.ccsmag.com/freeinfo
SpectraLink and OnSite Introduce MessageLink
SpectraLink Corporation and OnSite Communications recently announced MessageLink, a
wireless communication solution that enables employees to receive text messages on their
SpectraLink wireless telephones. By equipping SpectraLink handsets with messaging
capabilities, MessageLink improves responsiveness to alphanumeric pages, e-mails and
monitoring system alarms. OnSite Communications, a developer of radio paging technology,
developed MessageLink exclusively for the SpectraLink wireless telephone system.
MessageLink, a PC-based client/server software application, receives text messages from
multiple applications, such as paging and e-mail systems, and delivers them to the
SpectraLink wireless telephone's alphanumeric display. With text messaging and telephone
capabilities combined in one device, SpectraLink wireless telephone users can now respond
to a page immediately, without having to locate a phone, and no longer need to carry
in-house pagers.
No. 408, www.ccsmag.com/freeinfo
TEAC Introduces Windows NT Call Retrieval System
TEAC America recently announced the availability of a powerful, high-performance call
retrieval system. The Windows NT-compatible Playback Access System (PAS) puts up to
300,000 channel hours of call recording online without requiring retrieval by a third
party. The automated system stores and loads the desired disk on demand. Recordings can be
simultaneously accessed by up to 12 users. Stored calls can also be attached to e-mail or
saved on the workstation HDD. Unlike DAT storage recorders, the TEAC PAS uses highly
reliable 5�" MO disk recording media that is readily available and rerecordable one
million times, with a lifetime warranty. The TEAC Playback Access System has 20-disk
capacity and two drives and can be installed within eight weeks ARO.
No. 409, www.ccsmag.com/freeinfo
Omnipoint Launches International Roaming Center
Wireless service provider Omnipoint Communications announced the opening of the
International Roaming Center for wireless customers using GSM (global systems for mobile)
communications technology. This operation provides round-the-clock telephone assistance
for North America GSM subscribers who travel overseas and for customers from other GSM
countries while roaming in the U.S. and Canada. The International Roaming Center is a
collaborative effort of U.S. carriers Omnipoint Communications Services, LLC and BellSouth
Mobility DCS plus Canadian service provider Microcell Telecommunications, Inc. Customers
can receive basic support while traveling to international destinations. This call center
will also provide technical support for international wireless service providers seeking
information about the functionality and technical specifications of the North American
networks.
No. 410, www.ccsmag.com/freeinfo
Help For U.S. Firms To Reach Mexican Consumers
Atenci�n Telef�nica, a Mexico City-based call center company, has launched a
"one-stop shop" service for U.S. high-tech companies entering the growing
Mexican market. The company is offering a complete line of services from traditional
telesales and after-sales customer service to assistance with regulatory issues and public
relations, warehousing, invoicing, collections and delivery. Since its start-up in 1995,
the company has worked with Telcel (the cellular phone subsidiary of Telef�nos de
Mexico), Skytel and Microsoft. Recently, the flow of telecom and computer-related imports
and investments entering Mexico have increased as a result of the trade opportunities
created by the North American Free Trade Agreement (NAFTA) and the continued privatization
of lucrative sectors of the Mexican economy such as telecommunications, satellites and
power generation.
No. 411, www.ccsmag.com/freeinfo
Flexible Transfer Capability With Real-Time Changes
Intellisystems, a subsidiary of TeleTech Holdings, Inc., a provider of customer
relationship management solutions, announced the availability of its new Flexible Transfer
capability. Flexible Transfer allows calls routed from the IntelliSystem to automatically
transfer to the correct extension(s) based on time of day and day of week/month/year. The
IntelliSystem is a self-service support solution that helps callers diagnose and resolve
support issues via telephone, fax, e-mail or the Internet. The system asks a series of
questions to analyze the situation before offering specific resolution steps. A caller may
be transferred to a live agent if the IntelliSystem does not contain a resolution to the
support issue. New transfer information is updated instantly and applies to callers
already in an IntelliSystem session. Instructions are stored in a common database format
and require no programming experience or special training to administer.
No. 412, www.ccsmag.com/freeinfo
Broadway & Seymour Announces New Consulting Service
Broadway & Seymour Inc. announced recently that it has introduced Surveyor, a customer
relationship management (CRM) assessment service to help financial services institutions
assess, prioritize and implement strategies for enhancing their customer relationships.
Surveyor is designed to give clients a clear, measured and objective evaluation of their
current CRM capabilities and provide recommendations that show efficiencies, cost
containment and increased revenue opportunities. The Surveyor assessment provides data to
evaluate the level of information technology used by the client. The outcome of the
evaluation is measured against industry peers and non-industry best practices to ascertain
areas where a client's CRM capabilities are high and areas that need improvement.
No. 413, www.ccsmag.com/freeinfo
Prism Unveils New Methodology For Data Warehousing And Business
Intelligence
Prism Solutions, Inc., a provider of solutions to deliver business intelligence
applications, announced ITERATIONS 3.0, a new release of rapid, iterative, repeatable
process for building business intelligence solutions based on data warehouses and marts.
Enhancements in the new version include new data quality management processes, an HTML
version for Web-based delivery, an end-to-end track for meta data management, expanded
design techniques and a comprehensive set of sample deliverables.
No. 414, www.ccsmag.com/freeinfo
New Ultra Lightweight Telephone Headset
Hello Direct, Inc., a developer and direct marketer of a broad range of telephone
productivity tools, announced the latest addition to its line of corded headset products,
the Ultralight EX. The Ultralight EX incorporates the latest in lightweight ergonomic
design to achieve the highest possible level of comfort in a headband-style headset. Using
input and suggestions from its large installed base of telephone-intensive headset users,
Hello Direct designed the new Ultralight EX for maximum comfort, high-quality transmit and
receive sound and attractive appearance.
No. 415, www.ccsmag.com/freeinfo
Customer Interaction Recording Software Application
Witness Systems, Inc., a developer and supplier of customer interaction recording
solutions for contact centers, has completed verification testing of its WITNESS
client/server quality monitoring software application at Siemens Information &
Communications Networks' laboratory. WITNESS version 5.0 (for the Microsoft Windows NT
server platform) was verified in the Siemens' Hicoma 300E version 9006.4 and 9751 version
9005.6 communications servers. WITNESS, the customer interaction recording solution that
enhances productivity and service performance for customer contacts, is deployed worldwide
to coach and train customer service representatives for the delivery of customer service.
No. 416, www.ccsmag.com/freeinfo
Professional Teledata Announces Outbound Product
Professional Teledata announced the release of ProDial, an outbound campaign database
manager designed to operate with the company's PI-2000 Inbound Processing System. This new
product allows agents to conduct outbound campaigns either in a preview mode or interfaced
with automatic predictive dialers. ProDial is a module that enhances existing inbound
stations using powerful scripting and database management capabilities. A separate
database is used to control call back intervals and frequency.
No. 417, www.ccsmag.com/freeinfo
Telecommunications Tax Compliance System
DPC, a sales tax software firm, recently released its telecommunications tax compliance
system under the trade name ZIPcomm. ZIPcomm provides sales, use, excise and utility tax
rate information for all wireline and wireless services, including long distance and local
services. Federal, state, county, city and all local taxing jurisdictions are covered. It
includes a taxability matrix that determines the various taxes applicable to different
telecom services. All information is updated monthly. ZIPcomm is available in two
versions: ZIPcomm Database and ZIPcomm Lookup. The database is comprehensive, in the ASCII
format and designed to integrate easily with telecom billing systems.
No. 418, www.ccsmag.com/freeinfo
Viking Introduces CA-4 Call Auditor
Viking Electronics recently announced the introduction of its CA-4 Call Auditor. The call
auditor works with any analog phone system and can monitor and record the call activity on
up to four lines simultaneously. The CA-4 records the number dialed and the time, date and
length of the call. On incoming calls, the CA-4 will track the date, time and length of
call. The storage buffer will hold up to 1,820 entries. The built-in RS-232 data port can
download the stored information in ASCII delimited text file format to a PC or Column
format to a printer. The CA-4 is designed for use in small business applications where the
KSU or PABX does not allow for data analysis.
No. 419, www.ccsmag.com/freeinfo
Next-Generation E-Commerce Teleservice Solution
Interlogistics, a provider of intelligent voice response services and solutions, has
introduced Ivy, a feature-rich, streamlined approach to taking telephone orders. The
system features Ivy, a pleasant-sounding, helpful guide through the order-taking process.
Designed to move away from the widespread "mechanized" approach to automation,
Ivy represents the next generation in e-commerce teleservice solutions. Ivy's soothing
voice and helpful hints appeal to the caller's need to be serviced 24x7 by a cheery
presence and serves companies' needs to reduce order-taking expenses and increase
security. Ivy is capable of authorizing and settling all major credit cards in real-time.
These authorizations are backed by large databases and proprietary credit-scoring
algorithms to reduce the threat of fraudulent usage and subsequent chargebacks.
No. 420, www.ccsmag.com/freeinfo
HP Customer Contact Manager Available
Hewlett-Packard recently announced a new, expanded version of the HP Customer Contact
Manager advanced computer telephony integration (CTI) software. HP Customer Contact
Manager version 5 enables call centers to manage customer interactions across multimedia
contact channels such as voice, the Web and e-mail. The extended feature set includes
next-generation outbound dialing with inbound blending, advanced virtual call center
capability extensions, support for Microsoft Windows NT Server and enhanced scalability
and performance. HP Customer Contact Manager version 5 is a key component of the HP Smart
Contact program, which offers solutions for building advanced customer contact centers.
Featuring an open architecture, HP Customer Contact Manager version 5 enables easy
integration with "best-in-class" software, hardware and services from HP and
partners.
No. 421, www.ccsmag.com/freeinfo
Low Profile Keyboard Support
Ergo System's new LP keyboard support addresses computer users' three main concerns: knee
clearance under the platform, relief of static muscle fatigue (through standup), and
usability (through simple adjustments). The newly designed low profile unit frees the
computer user of any under platform obstruction, eliminating the occurrence of bumping
into any part of the unit. With an extended height range above the surface (up to 8"
with negative angle), the LP allows for full standup capability for intermittent usage
throughout the day, proven to increase productivity. Easily visible one-touch adjustment
controls for height and tilt offer computer users unmatched usability to reposition their
keyboard with a touch of a finger.
No. 422, www.ccsmag.com/freeinfo
Dialogic Call Information Manager For CT-Connect
Dialogic Corporation, a manufacturer of standards-based computer telephony equipment, has
introduced the CT-Connect Call Information Manager version 1.0. This new software
component greatly simplifies the process of collecting and managing call-related data as
calls are transferred and conferenced between voice response systems and customer service
agents. Because it is offered as a software component using standard database interfaces,
Call Information Manager integrates easily with many existing voice response systems and
applications.
No. 423, www.ccsmag.com/freeinfo
Acxiom Launches InfoBase TeleSource
Acxiom Corporation recently announced the release of its comprehensive telephone data
product, InfoBase TeleSource, now available via the Acxiom Data Network. It provides call
centers with new and improved phone append/reverse phone append features, which enable
clients to automatically access a multi-sourced national database of 150+ million
residential and business lists and append the telephone numbers to name and address data,
or name and address data to phone numbers, respectively. InfoBase TeleSource provides an
additional 35 million telephone listings not available on other telephone data products.
No. 424, www.ccsmag.com/freeinfo
Siemens Introduces HiNet RC 3000
Siemens Information and Communication Networks announced the availability of the HiNet RC
3000 real-time communications system that converges data, voice and multimedia on an
existing LAN network. This system leverages all the capabilities of a standard telephone
system including hold, call forwarding and transferring. Siemens also unveiled a new
release of software that significantly enhances the teleworking capabilities of the Hicom
300 E series of communications servers. The Hicom 300 E V6.5 incorporates enhancements
that include capabilities for remote workers, single number access, hotelling, support for
convergence of voice with high-bandwidth data technologies, network interworking
capabilities and the scalability to support future requirements for higher processing and
bandwidth.
No. 425, www.ccsmag.com/freeinfo
Empress RDBMS Integrates With Windows NT
Empress has announced the availability of Empress RDBMS V8.10 for Microsoft Windows NT 4.0
Server and Windows NT 4.0 Workstation. Empress and Windows NT offer users features such as
scalability and high performance and provides two-way communications between Windows and
UNIX-based environments via Empress's ODBC Interface. Users of Empress RDBMS on Windows NT
can easily develop in both PC and UNIX-based environments, use Microsoft and other
third-party software tools to access Empress databases and take advantage of the ability
to work with differing data types in a heterogeneous computing environment.
No. 426, www.ccsmag.com/freeinfo
DMA Launches Consumer Web Site
The Direct Marketing Association (DMA) recently launched www.shopthenet.org, a source for consumers who shop
from home. The Web site features catalog and Internet retailers in a variety of categories
as well as a consumer information section that includes a cybershopping guide. Consumers
can search 10 general categories to find companies that sell merchandise such as sporting
goods, home furnishings and apparel. New categories and catalog and Internet retailers
will regularly be added to the site. Shoppers can link directly to company Web sites or
call toll-free numbers that are provided to place an order or request a catalog.
No. 427, www.ccsmag.com/freeinfo
Alpha Technologies Introduces Curbside Generators
Power system manufacturer Alpha Technologies has introduced an advanced line of curbside
generator systems designed specifically for powering cable television, telecommunications
and broadband networks. These new curbside generator systems, part of the AlphaGen
offering, provide extended runtime capability to critical applications. When used in
conjunction with AlphaCableUPS power supplies, AlphaGen generator systems combine the
reliability of proven UPS-grade power with a source of back-up power. The AlphaGen line
incorporates several new technological advantages, including significantly reduced audible
noise levels, high power density and improved fuel compatibility. The generator systems
have also been improved, allowing them to be located further from the power supply
installation.
No. 428, www.ccsmag.com/freeinfo
AchieveGlobal Introduces Work Skills Training
AchieveGlobal, a provider of performance skills training and consulting, introduces a new
training program that provides critical communication skills and work ethic behaviors that
form the foundation for employment. "WorkSkills: Steps To Your Success" teaches
fundamental skills for job success in a variety of career areas, including technical and
clerical support, operations, manufacturing, customer service and sales support. Based on
research conducted by AchieveGlobal, it is designed for new and experienced line staff
workers, currently unemployed populations entering or reentering the job market,
participants in government "back-to-work" programs and students preparing to
enter the work force for the first time.
No. 429, www.ccsmag.com/freeinfo
Applix And ATIO Introduce CyberCall For Applix Enterprise
Applix, Inc. and ATIO Corporation recently unveiled plans to create and market CyberCall
for Applix Enterprise, a customer relationship management solution that can simultaneously
queue, distribute and manage incoming communication from all types of media. CyberCall for
Applix will improve the customer/vendor relationship by ensuring that customers experience
consistent and timely service in all types of communications. Unlike traditional
single-point communication products such as ACD, IVR, e-mail and fax, CyberCall directs
all customer communication from all media.
No. 430, www.ccsmag.com/freeinfo
BellSouth Business Service Integrates Online Banking
As more financial institutions migrate from traditional delivery channels to online
baking, electronic bill presentation and other e-commerce transactions, BellSouth Business
group has introduced Internet Banking. The BellSouth Business service offers basic
financial applications software to Internet access, Web hosting, cooperative Internet
marketing and complete network management. The BellSouth Business customized solution is
based on the Electronic Banking System (EBS) software application from Edify Corporation.
EBS allows financial institutions to deploy personalized, 100 percent bank-branded
electronic banking services through multiple access channels. Customers can have real-time
synchronized access to their account information and can conduct banking transactions over
the Web, the phone and through personal financial management software.
No. 431, www.ccsmag.com/freeinfo
Bluestone Software Announces AS/400 Support
Bluestone Software Inc. recently announced that their robust Web application server,
Sapphire/Web, has been tested at IBM's Rochester facility and now supports the AS/400
platform. AS/400 support of Sapphire/Web enables Bluestone and IBM's AS/400 business
partners to deliver a complete solution for the development, deployment, integration and
management of enterprise applications on the AS/400 platform. The Sapphire/Web application
server framework runs on IBM's OS/400, AIX and OS/390, Microsoft's Windows 95/98 and NT,
Unix and Linux. Bluestone also supports a broad choice in deployment options for the
application server by supporting 100 percent pure Java, JavaBeans, Enterprise JavaBeans,
C, C++, Servlets and CORBA Services.
No. 432, www.ccsmag.com/freeinfo
GN Netcom Announces Profile SureFit
GN Netcom, Inc. has introduced Profile SureFit, a custom-fit telephone headset for
on-the-ear users. The Profile SureFit earhook is designed to comfortably secure the
headset speaker and microphone on the ear, eliminating the need for a headband. The
Profile SureFit is made from a new, pliable, high-tech composite material which enables
users to easily shape the earhook to their ear for customized fit and increased comfort.
The earhook is flexible and soft enough to bend, though once bent it maintains its shape
and position. Current Profile users can upgrade to the new earhook at a nominal cost.
No. 433, www.ccsmag.com/freeinfo
Dialogic Launches Developer Program
Dialogic Corporation recently announced the launch of the GetConnected support program for
its CT-Connect family of computer-telephone software components. The new program assists
application developers and integrators in successfully delivering application solutions
that incorporate computer-telephony integration (CTI). In addition to technical and
marketing assistance, the program offers both free and for-fee services that provide the
information, tools and development environments solution providers need to rapidly
implement and market CTI-based applications. The GetConnected program is open to any
solution provider interested in using CT-Connect software components.
No. 434, www.ccsmag.com/freeinfo
Sitebridge Releases CustomerNow 2.0
Sitebridge Corp., a developer of collaborative Web selling software, announced the release
of version 2.0 of its flagship product, CustomerNow. CustomerNow is a modular,
enterprise-class software system that brings telesales professionals together with
customers over the Internet. Designed for easy use by both sales organizations and their
customers, CustomerNow enables companies to leverage the real-time capabilities of the Web
to shorten their sales cycles and increase customer close rates.
No. 435, www.ccsmag.com/freeinfo
S.100 Revision 2 Available From The ECTF
The Enterprise Computer Telephony Forum (ECTF) recently announced the availability of
S.100 revision 2, a major update to the S.100 Interoperability Agreement which documents a
framework and API specification for computer telephony media services. This release
upgrades S.100 with enhancements to further expand its appeal to developers of CT server
implementations, telephony resources and applications. S.100 revision 2 is available on
the ECTF Web site (www.ectf.org) for downloading.
No. 436, www.ccsmag.com/freeinfo
Firstlogic Offers New Matching Capabilities
Firstlogic, Inc. introduced Merge/Purge 5.20, which allows users to create custom matching
scenarios in custom match files. This product standardizes customer information such as
name and address data stored in databases to improve matching, detect duplicates and
consolidate records. Extended matching allows the user to control the order in which their
match rules are executed and supports additional field types to match on.
No. 437, www.ccsmag.com/freeinfo
Online Customer Service IQ Quiz
The Telephone "Doctor", an international training company, is offering an online
quiz that measures your company's awareness in customer service. It is comprised of a
15-question quiz that may be taken on the Telephone "Doctor" Web site at www.telephonedoctor.com. The test is designed to
evaluate the working knowledge and basic skills of customer service professionals and
consists of questions covering customer service and telephone skills. At the conclusion of
the quiz, you can access results which present the original question, the answer given,
the correct answer and an explanation.
No. 438, www.ccsmag.com/freeinfo
Touchtone Releases ThinView
Touchtone Corporation, a developer and publisher of software solutions for the IBM
AS/400, has announced the release of ThinView, a real-time Web database publishing tool.
ThinView enables companies to use the Internet or Intranet to instantly supply dealers,
representatives, customers and prospects with up-to-the-minute inventory updates, pricing
information, visitor registration screens and credit applications. ThinView also provides
electronic form data entry quickly and easily. Powered by Java, ThinView provides a
graphical user interface (GUI) with full AS/400 visibility to network computers and all
other thin clients such as Web TVs, Web browsers, Windows (3.1, 95 and NT), OS/2,
Macintosh and UNIX. ThinView honors AS/400 system security through levels 40 and 50.
No. 439, www.ccsmag.com/freeinfo
W-6 Service Scheduler Version 6.0 Released
IET-Intelligent Electronics has announced beta availability of W-6 Service Scheduler
version 6.0, a component-based intelligent service scheduling system which delivers true
enterprise scalability on the Windows NT platform. The advanced component-based,
multi-threaded W6 version 6.0, based on Microsoft Component Object Model (COM)
architecture, enables hundreds of concurrent schedulers to handle over half a million
service requests. W-6 Service Scheduler automatically optimizes schedules based on a wide
range of factors such as: the particular skills of the available engineers, the
availability and location of spare parts, the service level commitment to a customer and
more.
No. 440, www.ccsmag.com/freeinfo
Cable & Wireless, a provider of integrated
communications and a global carrier of communications traffic, has appointed Dennis
(Denny) D. Matteucci as chief executive officer of Cable & Wireless USA.
The Vantive Corporation, a developer of front-office software,
announced the addition of 3Com Corporation senior vice president and chief information
officer Tom Thomas to the company's Board of Directors. In addition,
Vantive has appointed Joan Gurasich to vice president of product
marketing and management.
Coyote Network Systems, a provider of telecom equipment and network
services that enable and deliver local, long distance and Internet services, announced the
naming of Cliff Johnson as executive vice president and chief operating
officer.
Joseph A. Basile, Jr. has been appointed to chief executive officer of
GST Telecommunications, Inc. GST Telecommunications provides a broad
range of integrated telecommunications products and services including local dial tone,
long distance, Internet and enhanced data services.
A 1998 Ernst & Young award was presented earlier this year to Thomas L.
Cardella of Access Direct Telemarketing, Inc, a provider of
telemarketing services. Mr. Cardella was the recipient of the award under the emerging
companies category.
International Data Response Corporation, a telemarketing and customer
service outsourcing firm, has appointed Leslie Athill as vice president
of financial and strategic analysis.
Ruppman Marketing Technologies, a provider of comprehensive,
integrated marketing services including call center services, fulfillment, market
research, Internet services and interactive voice response, has appointed Michael
E. Earley to the position of chief operating officer and Ted J. Luken
to the position of chief financial officer.
SK&A Information Services, Inc., an information services company
which owns and maintains healthcare mailing lists/databases, has appointed Tade
Farmer to vice president, development.
David J. Thomas has been named chief executive officer by American
Communications Network, Inc., a telecommunications marketing service.
Marketing Services Group, Inc., an integrated marketing services
company, has announced that Kimberly Willock has joined the firm as vice
president of strategic business development.
APAC Teleservices, Inc., a provider of outsourced customer service and
sales, recently announced the appointment of Mark Remissong as chief
financial officer.
Carol Wingard has been named vice president, marketing communications,
by InterVoice, Inc., a supplier of call automation systems.
Davox Corporation, a developer of call center management software, has
announced the appointment of Vic Hallows to the position of managing
director of Davox UK, Ltd. In addition, Davox has named Douglas W. Smith
as senior vice president of international operations and strategic business development.
Syntellect Inc. has announced the election of Michael Kaufman,
managing general partner of MK Global Ventures, to a seat on the Syntellect Board of
Directors.
The American Teleservices Association has announced its newly elected
1999 officers and Board of Directors. Newly elected officers include Gene Gray,
vice president of APAC TeleServices; Steve Brubaker, senior vice
president, telephone marketing operations, of InfoCision Management Corp.; S. Tien
Wong, chief executive officer of UNITEL Corp.; Cathy Bradley,
president of call center services of SNET; and Mary Weyand, president of
TMW Marketing.
SPS Payment Systems, Inc., a provider of inbound teleservices,
announced the promotion of Ruth O'Brien to senior vice president of
TeleServices.
American International Group Affiliates Invest In Iridium
Iridium LLC announced recently that American International Underwriters Overseas, Ltd.
(AIUO), a wholly owned subsidiary of American International Group, Inc. (AIG) and AIG
Asian Infrastructure Fund LP (the Fund) , will together acquire approximately four million
Class 1 interests in Iridium LLC, joining 19 other strategic investors in Iridium. AIUO
and the Fund will acquire the Class I interests from certain subsidiaries of PT Bakrie
Communications Corporation of Indonesia as part of the financial restructuring of PT
Bakrie & Brothers Group, BBK, including PT Bakrie Communications Corporation. AIG is a
U.S.-based international insurance agency and a large underwriter of commercial and
industrial insurance in the United States. Iridium LLC has developed a global wireless
communications network that combines the worldwide reach of 66 low-earth-orbit satellites
with land-based wireless systems to enable subscribers to communicate using handheld
telephones and pagers virtually anywhere in the world.
Platinum Software And DataWorks To Merge
Platinum Software Corporation and DataWorks Corporation jointly announced a definitive
merger agreement to create a combined company which will offer enterprise resource
planning (ERP) software to the middle market. The transaction reflects the intent of both
companies to become stronger and more recognized vendors in the worldwide ERP middle
market. Following the merger, DataWorks will become a wholly owned subsidiary of Platinum
and the headquarters for the combined companies will be located in Irvine, California.
Williams Acquires CNG Computer Networking Group
Williams Communications Solutions has acquired CNG Computer Networking Group Inc., a
privately held Canadian company that provides customers with comprehensive multimedia
network consulting and remote network management services. This acquisition will reinforce
Williams' position in the integrated communications services market in North America. With
this acquisition, Williams will add nearly 100 additional engineers to its team - experts
in multimedia, WAN, edge-switch and ATM technologies. The intent is to provide a wide
range of enterprise network design, engineering, project management, implementation and
operations support across a multi-vendor environment.
Intecom Completes Sale Of Subsidiary To Cisco Systems
Intecom, a premier call center/PBX solutions provider, announced the completion of the
sale of its wholly owned subsidiary, Selsius Systems, Inc. to Cisco Systems, Inc. Selsius
Systems develops, markets and distributes voice-over IP (VOIP) products. The purchase
enables Intecom to focus on its core business of providing mission-critical applications
to the call center/PBX markets. Selsius and its employees will be relocated to an office
facility in Dallas, Texas.
Harrison Direct Acquires Assets Of Tele-Response Center
Harrison Direct Inc., a direct marketing services company, announced recently that it has
acquired the assets of Tele-Response Center Inc. of Philadelphia, Pennsylvania and
Parkersburg and Weston, West Virginia. Tele-Response Center Inc. raises funds and public
awareness through donor acquisition, renewal/cultivation and lapsed donor campaigns,
direct mail follow-up, special events, advertising sales for non-profit publications and
volunteer recruitment campaigns. The firm also offers a variety of outbound telemarketing
programs and services for businesses and corporations. The acquired company will retain
its identity but operate as a division of Harrison Direct.
ATC And ARC Announce Merger
Automated Transaction Corporation (ATC) and Automated Response Corporation (ARC) have
announced that they have unified to create Intelogistics Corporation, a service provider
of intelligent informational logistical solutions for the direct response marketing and
Internet industries. Intelogistics' proprietary billing platform with fraud control and
risk management is a successful solution to balancing Internet merchant's need to minimize
fraud with the overall objective of generating sales and revenue. The new system uses
proprietary multi-source database matching to identify, verify and evaluate all
transactions in real time. The billing platforms support credit card, automated clearing
house (ACH) withdrawal and direct invoicing. All applications are fully customizable to
meet clients' needs.
OAN Services To Acquire EXL Information
OAN Services, Inc. announced the signing of a definitive agreement to acquire the majority
interest of Vancouver, BC-based EXL Information Corp. The acquisition complements OAN's
strategic intent to broaden its presence as a leading billing services company in the
convergent billing marketplace. OAN will immediately offer EXL's UniCom convergent billing
and customer care system in a service bureau environment in addition to the traditional
turnkey software license arrangement. The UniCom system consists of eight integrated
modules in a user-customizable environment that supports scalability, flexibility and
feature-rich functionality.
Harte-Hanks Acquires PMSI
Harte-Hanks, Inc. completed the acquisition of PMSI, a provider of integrated direct
marketing services geared to addressing clients' needs in database marketing, inventory
control, information processing, fulfillment and direct mail. Harte-Hanks owns and
operates an international direct marketing company that provides a full range of
specialized, coordinated and integrated direct marketing services including response
management, database marketing and marketing services.
Bell Canada Standardizes On Nortel's Symposium Call Center Server
Bell Canada, which serves seven million customers in Ontario and Quebec, is standardizing
on Nortel Networks' Symposium Call Center Server to enhance call center efficiency,
customer service levels and cost structures at its 29 centers across two provinces. Bell
Canada's 8,000 call center agents handle more than 35 million calls a year from both
residential subscribers with basic inquiries and representatives of corporate accounts
with highly specialized needs. To keep pace, the company intends to raise customer service
levels and employee productivity while reducing costs. Nortel Networks' Symposium Call
Center Server augments the range of information supervisors can use to decide how calls
should be treated - with real-time data on callers' responses to interactive voice
response (IVR) prompts or broadcast announcements, interactions with voice messaging and
information from Bell Canada's customer database.
285 New Customers For Saratoga
Saratoga Systems, a manufacturer of enterprise customer relationship management (CRM)
software, reported record expansion across North America and Europe. In 1998, 285
companies standardized on Avenue, the company's flagship CRM solution. Saratoga has an
install base of more than 65,000 licensed users and 650 corporate customers worldwide.
Avenue, first released in 1997, is a 32-bit, Web-enabled software solution designed to
manage sales, marketing and customer interaction processes for mid-to-large size
enterprises. New customers added in the past two quarters broaden Saratoga's market
segment across finance, telecommunications, insurance, manufacturing and technology
industries.
Telstra Partners With INTEC In Japan
Telstra announced recently that it has agreed to take ten percent equity in a new Japanese
network-service company, INTEC Communications, Inc. INTEC Communications, which was formed
in June 1998 by its parent company, INTEC, is one of Japan's largest IT&T solutions
companies. Telstra plans to expand in Japan and establish a subsidiary, Telstra Japan
K.K., which will be the operating entity for its enhanced presence in the Japanese market.
INTEC Communications is a special type II carrier in Japan and provides network solutions
and value-added services. INTEC Communication's network, which is deployed throughout
Japan, and its engineering knowledge and resources will facilitate the development of new
services and systems, together with its investment partners. Telstra's investment in INTEC
Communications is a key component in establishing its presence in the Japanese market and
an important component of its global strategy.
Wildfire And Compaq Announce Deployment Of Integrated Platform
Wildfire Communications, Inc. and Compaq Computer Corporation announced that Pacific Bell
Wireless will commercially offer the Wildfire electronic personal assistant. After
performance reliability testing, Pacific Bell Wireless chose to deploy this service based
on industry-standard Compaq ProLiant servers installed in their central office. The
installed solution comprises Compaq ProLiant 6500 servers running SCO UnixWare and
Wildfire software directly connected to Pacific Bell Wireless' mobile switching center and
Signaling System 7 (SS7) network. To listen to an audio demonstration about Wildfire
service from Pacific Bell Wireless, call 888-310-9453.
Digital Direct Services Accelerates Operations With Cincom Call
Center Solution
Cincom Systems announced that Digital Direct Services (DDS), a Los Angeles-based digital
marketer and reseller of computer software and peripherals, recently selected and
implemented a new call center solution from Cincom to help the company handle its growing
sales and customer service business. DDS is seeking to carve out a niche by proactively
educating consumers about manufacturers' software and hardware products and is
anticipating tripling its workforce in the next year. Cincom, a provider of open,
enterprise customer relationship management solutions for teleservicing, telesales and
telemarketing, was chosen to deliver and implement the system. In the future, DDS, with
assistance from Cincom, plans to incorporate more Internet-based customer interaction
among its aggressive growth strategy.
Concert Communications Upgrades Its Global Network
Concert Communications Services, a developer of advanced networking services for global
companies, has upgraded its global network with T:DAX Digital Cross-Connect (DCS)
equipment from Tadiran Telecom's Transport Networks Division. Tadiran Telecom is supplying
Concert with a gateway to international traffic by simultaneously supporting both North
American and European interfaces, including T1/E1, DS3/ES, STM-1 optical and electrical
interfaces, providing Concert with an economical, flexible and future-proof digital
cross-connect solution. Concert has also installed Tadiran Telecom's T::NMS version 5.5,
which is Tadiran's state-of-the-art element management system (EMS) and network management
system (NMS) for the T:DAX Digital Cross Connect family of products. The T:NMS enables
simultaneous management of T:DAX systems worldwide.
Syntellect Announces $3.5 Million Vista Order
Syntellect, Inc., a global provider of comprehensive, open standards-based interactive
communications management (ICM) software solutions for enterprise customer interaction
centers, announced that it has received an order valued at $3.5 million from
Tele-Communications, Inc., a cable and telecommunications operator. The order is for
Syntellect's Vista Interactive Communications Management software. Vista will be deployed
in TCI enterprise call centers in cities throughout the US and will provide TCI with
interactive voice response (IVR) technology that will enable them to meet the consumer
demand for round-the-clock service.
DialAmerica Reports Growth In Software And Video Clients
DialAmerica Marketing, Inc., a privately held telemarketing firm, reported recently that
the number of its software and video clients has grown from 2 to 11, including some of the
nation's largest software companies, in less than one year after creating a new division
devoted exclusively to this field. DialAmerica's software and video division currently
encompasses clients in financial, entertainment, educational, games, cookbooks and
productivity and scheduling specialties. DialAmerica's policy is to set apart the software
and video division with its own exclusive telephone sales representatives as a way of
ensuring a more informed and personalized approach to its clients.
SPS To Support Toys "R" Us
SPS Payment Systems, Inc., a provider of inbound teleservices, announced that it has
signed a long-term agreement to provide support services for Toys "R" Us, Inc.,
a retailer of children's products. SPS will provide telephone and e-mail, order entry,
customer service and help-desk support for The Online Store, www.toysrus.com, a Web-based
catalog recently introduced by Toys "R" Us. SPS will support Toys "R"
Us through its call center in Asheville, North Carolina.
Telstra And Unwired Planet Partner
Telstra, an Australian telecommunications company, announced that it will implement a
trial of Unwired Planet wireless Internet technology on the Telstra GSM network. The
Telstra service will use the UP.Link Server Suite open software platform from Unwired
Planet, Inc., an international supplier of open standards-based servers and microbrowsers
to the wireless industry. The UP.Link Platform provides secure and encrypted live
communications between wireless handsets and Web-based information. Mobile phone users can
connect to fully interactive applications and services, such as their e-mail, Internet and
Intranet information, as well as value-added teleservices such as electronic customer care
and call feature control.
Aristacom's Computer Telephone Integration Solution Selected By
The IRS
Aristacom International, Inc., a provider of computer telephone integration (CTI) software
and services, announced recently the receipt of orders from Aspect Telecommunications for
the modernization of the Internal Revenue Service's computer telephone integration system.
The IRS selected Aristacom's new Platinum version software that supports multiple switches
and platforms and is fully Year 2000 compliant. This new capability will require the
installation this year of Aristacom's CTI servers running Windows NT. All 20 call centers
and associated data centers will benefit from the enhanced software and CTI servers.
Micron Chooses Intellisystems' Solution For Self-Service Technical
Support
Micron Electronics, Inc., a direct manufacturer of computing systems, announced the
successful launch of its new self-service technical support system from Intellisystems,
Inc., a wholly owned subsidiary of TeleTech Holdings, Inc., a provider of customer
relationship management solutions. The IntelliSystem solution now supplements the service
delivered by Micron's live agents, offering callers the option of obtaining answers in a
fully automated fashion. The IntelliSystem guides callers through interactive diagnostic
sessions and delivers troubleshooting steps, helping most callers resolve their issues in
less than four minutes.
ProAmerica Announces Integration Of Connect-Care
ProAmerica, a specialist in customer relationship management solutions, announced the
integration of Connect-Care, a customer relationship management application, with IBM's
DB2 Universal Database. The combined solution will provide small- and medium-sized
businesses with access to customer relationship information. With instant access to sales,
marketing, quality, customer support and customer satisfaction information, the solution
allows companies to derive strategic intelligence from everyday interactions and use that
intelligence to analyze, streamline and improve business processes.
Rogers Cantel Chooses Amdocs To Provide Customer Care And Billing
System
Rogers Cantel Inc., a Canadian wireless provider, announced recently that Amdocs Limited
will implement a new converged customer care and billing solution. The solution is based
on Ensemble, Amdoc's convergent customer care and billing product, and is customized to
address Rogers Cantel's specific marketing and organizational technical needs. Amdocs is
also providing Rogers Cantel with implementation and support services, delivering a total
integrated product and services solution by mid-2000.
Con Edison Installs Automatic Call Distribution Switches
Consolidated Edison Company of New York, Inc., in a move designed to allow all five of its
customer service call centers located throughout the company's territory to act as one,
has revamped its telephone system with enhanced telecommunications technology. With almost
eight million calls directed to Con Edison's customer service representatives and voice
response units each year, the new communications system provides greater levels of
customer service while saving the company money.
American Tower Corporation Announces New Division
American Tower Corporation announced the launch of its new division, ATC Teleports. ACT
Teleports integrates the former MicroNet in New York, Southwest MicroNet in Texas and
Washington International Teleport in Washington, DC to include more than 70 satellite
antennas and terrestrial connections to major cities. The teleports offer complete
engineering, management and technical assistance for full-time and occasional-use video,
Internet, data and voice applications. ATC is an independent owner and operator of
broadcast and wireless communications sites in the United States and pending transactions
announced to date, owns and manages more than 3,000 towers in 44 states and the District
of Columbia.
Vialog Launches Web Conferencing Services
Vialog Group Communications launched a full suite of Web conferencing services that are
designed to economically facilitate group communications over the Internet. Vialog's Web
conferencing services give organizations a flexible and cost-effective method for bringing
business associates together in multiple locations for group training, sales presentations
and corporate briefings. Vialog's initial Web conferencing services include basic Web
presentation sharing for standard presentation and application sharing via the Web,
premium Web presentation sharing for enhanced, multimedia presentations via the Web and
audio streaming for conducting live audio broadcasts over the Internet.
GTE Debuts Scheduling Optimization Services
GTE Internetworking, a division of GTE Corporation, announced a suite of service
enhancements that make its BEST Solutions scheduling technology more efficient at helping
field-service organizations respond to their customers' needs. Meeting the schedule
optimization, planning and training needs of any sized field-service organization, BEST
Solutions provides a framework in which GTE Internetworking can partner with customers to
dramatically improve financial performance, personnel efficiency, service quality and
organizational planning. Using a patented optimization technology based on genetic
algorithms, BEST Solutions replaces manual or non-optimized scheduling techniques. By
constructing schedules that are optimized against an organization's individual business
goals, customers, contractual entitlements and available resources, BEST Solutions
produces a fully automated, efficient service delivery system.
Protocall Opens Call Center In Laurel, Maryland
Protocall, a Maryland-based telemarketing company, announced the opening of a new
automated call center in Laurel, Maryland. The new facility features computer telephony
capable of thousands of contacts daily and accommodates hundreds of teleservice
representatives. The new call center will service Protocall's expanding list of national
clients. Protocall is recognized for outbound business-to-business and
business-to-consumer telemarketing and interactive voice response (IVR) technology. In
addition, Protocall offers sales and marketing, lead generation, market research and
polling services.
APAC To Open New Facility In Utica
APAC TeleServices, Inc., a provider of outsourced customer service and sales, announced
the opening of a state-of-the-art customer service and sales facility in downtown Utica,
New York to support a major APAC client. The company will occupy the Utica Place building
and plans to spend nearly $3 million on improvements and will create 500 new jobs.
CTC Opens New Call Center In Dumont, Iowa
CTC Teleservices has opened a new call center in Dumont, Iowa. The Center expects to
provide 60 to 70 new jobs in the area. The Dumont center will bring CTC's total
predictive/preview dialing to approximately 100 stations. The expansion to the new center
will allow CTC to provide better scheduling options to their clients.
Mode Office Announces Expansion
Systems furniture manufacturer Mode Office Systems announced recently that it has
completed an expansion of its San Leandro, California corporate offices and manufacturing
facility. The addition, which increases the production floor space in its primary facility
by nearly 50 percent, makes it possible to consolidate manufacturing processes by
providing room for other operations formerly located in a separate facility. An integral
part of the expansion will be new corporate offices that will also double as showrooms.
Since 1976, Mode Office Systems, which recently introduced its SMART Panel system, has
been providing companies in the banking, insurance, airline and other industries as well
as state and federal government and the armed forces with a panel and furniture system
that offers flexibility and customizing capabilities.
New Name For ALTech
Applied Language Technologies, Inc. (ALTech), a provider of conversational speech
recognition technology and products for over-the-telephone solutions, announced that the
company has changed its name to SpeechWorks International, Inc. This year, the company
tripled the number of customers using its SpeechWorks software, doubled its employees,
added four executives to the management team, opened offices in ASPAC and Latin America
and tripled the number of distribution and marketing partners supporting SpeechWorks
worldwide. The name change will be marked by the launching of the company's new
SpeechWorks Web site (www.speechworks.com), which
offers educational information for newcomers to the market.
ICT Group Earns ISO 9002 Certification
ICT Group, Inc., a multinational provider of call center services for telemarketing and
customer care, announced that 22 of its call centers, including its Langhorne,
Pennsylvania corporate headquarters, have been awarded the internationally recognized ISO
9002 quality certification of the International Organization for Standardization in
Geneva. This award recognizes quality standards of ICT Group's U.S. TeleDirect and
TeleSolutions operations, ICT Spantel, the company's Hispanic marketing services business
unit and ICT Canada, its bilingual English/French teleservices business unit.
Certification by ISO signifies that ICT Group meets the organization's quality guidelines
and requirements for customer service.
Ron Weber Employee Receives ATA Scholarship
Tara Kinder, a human resource specialist at Ron Weber and Associates in Waterloo, Iowa,
has been unanimously selected to receive one of five scholarships awarded in the country
this year by the American Teleservices Association (ATA). Kinder, whose job includes
overseeing company benefits, was chosen for her excellent performance and career
objectives at RWA, a Milford, Connecticut-based teleservices firm with outbound call
centers in Waterloo, Cedar Falls and other parts of Iowa. This is the third year ATA has
awarded employees of member companies the grant, which may be used toward college tuition,
books and/or trade training. To date, seven ATA scholarships have been awarded to industry
employees.
Ruppman Changes Name
Ruppman Marketing Technologies, Inc. has announced the completion of its name transition
to AFFINA - The Customer Relationship Company. Ruppman's Board of Directors elected to use
AFFINA as the new corporate name after acquiring the company in June of 1998. The Board
felt that the name better reflects the corporate strategy of offering affinity marketing,
a service which helps clients manage lifetime relationships with their customers. AFFINA
provides comprehensive integrated marketing services including call center services,
database marketing, technology solutions, fulfillment, Internet services and interactive
voice response (IVR).
Teleservices Industry Association Announces New Name
The American Telemarketing Association announced that it is changing its name to the
American Teleservices Association. The name change was announced at ATA's 15th annual
convention and is effective immediately. A priority in establishing the association's new
name was to maintain a connection to the 15 years of history and effort that have gone
into developing the association. Headquartered in North Hollywood, California, the
association, which was formed in 1983, has built up to more 2,200 members from a founders'
group of 28 individuals.
Telect Restructures Signal Management Group
Telect, Inc., a manufacturer of connectivity products for the communications industry,
recently announced it is formally launching a new division, the Signal Management Group,
to focus on marketing the company's comprehensive audio/video product line to the
broadcast and entertainment industries (audio/video signal management), as well as the
emerging home area network (HAN) market. The Signal Management Group has existed
informally for the past few years, during which Telect developed several products for the
broadcast industry. By formalizing the structure into a new division, adding key personnel
and committing additional resources, the company can now offer professional audio/video
customers more products and services and penetrate new and emerging markets that are
crossing into traditional telephony and home automation areas.
MCI Worldcom To Build US$2 Billion European Network
MCI Worldcom, the newly merged telecommunications company announced a US$2 billion
investment program in the UK and other parts of the European market. The new investment
involves expanding the company's existing fiber optic network from Southeast England
throughout the whole of Britain, buying extra capacity from Racal Telecom in a transaction
providing Worldcom with right of use for the next 25 years. All transmission electronics
and network management will be built to the same resilient synchronous digital hierarchy
architecture common in the firm's existing metropolitan area, international and
intercontinental cable networks.
GeoTel Enters Distribution Agreement With Kawasaki Steel
GeoTel Communications Corporation, a provider of customer-interaction software solutions
for mission-critical call center applications, entered into a distribution agreement with
Kawasaki Steel Systems R&D Corporation (KSD) of Tokyo, Japan. KSD, a call center
systems integrator and technology supplier in Japan, will distribute GeoTel's full product
suite in Japan, Taiwan and the People's Republic of China. Under the terms of the
agreement, KSD serves as a licensed, certified distributor and systems integrator for
GeoTel's flagship Intelligent CallRouter, Network Intelligent CallRouter, Site ICR and
GeoTel's suite of CTI products. As a GeoTel distributor, KSD will sell, install and
support the solutions. KSD will assist in the localization of the GeoTel products and
plans to deliver a Japanese version of the solution in March, 1999 with a Chinese version
to follow.
International Marketing Solutions Signs European Agreement
International Marketing Solutions, Inc. (IMS) has signed a marketing agreement with one of
Europe's largest telecommunications carriers, Frontier Communications International. The
agreement will provide IMS with advanced European-based customer lead generation and
direct sales support. In the wake of this year's wide-ranging European telecommunications
deregulation, IMS is expanding a market niche that will be of critical importance to
telecom providers. London-based Frontier Communications, a subsidiary of Frontier
Communications, retained IMS to provide new corporate client lead generation and
appointment setting services for its telecommunications sales efforts in the UK.
Blue Pumpkin Launches In Europe, The Middle East And Africa
Blue Pumpkin Software recently announced the expansion of its United States operations
into Europe, the Middle East and Africa. After adapting its PrimeTime forecasting and
scheduling software to specifically meet the needs of European call centers, Blue Pumpkin
is now offering international customers the ability to use swift optimization techniques
with an original human interface design, creating user-friendly, powerful tools for call
center workforce management. PrimeTime was designed to be easy to install and have low
cost of ownership, at the same time providing optimal functionality. Blue Pumpkin's
European headquarters will be based in Heathrow and will offer local support to European
customers.
Rockwell Enters Japanese Call Center Market
Rockwell Electronic Commerce, a business unit of Rockwell International, announced the
opening of its Tokyo, Japan office to provide sales and support of its portfolio of call
center technology. Rockwell's intent is to develop new distribution partnerships and
expand Rockwell's customer base and presence in Japan. The Japan announcement follows a
series of recent announcements detailing the expansion of Rockwell Electronic Commerce
into foreign markets, including the internationalization of Rockwell's Spectrum ACD and
successful entries into the German, French, Benelux, Australian, Mexican and South African
call center markets.
LDI Extends Network Presence In France
LDI Telecom SA, the French subsidiary of Long Distance International, Inc. (LDI), an
expanding global facilities-based carrier, recently announced that it is extending its
network presence in France. An agreement was signed with France Telecomm. With an ANS
switch and CSD platform already in place in Paris, LDI, through its French subsidiary,
plans to establish points of presence across France during 1999.
Royal KPN NV Branch Changes Name
The American arm of Royal KPN NV has changed its corporate name to KPN US Inc. from PTT
Telecom Netherlands US and has named Peter J. Ritsema as president. Along with the
changes, the company has bundled a host of specialty telecommunications and media services
to help US multinational companies extend their reach and heighten their images in the
worldwide business community. KPN US Inc. provides international business customers with a
comprehensive range of facilities and services for voice, text and data, including
Internet and e-commerce services, Station 12 satellite services and call centers.
Convergys Will Provide Telebusiness Services For Compaq In Europe
Convergys announced an agreement to provide telebusiness services to selected subsidiaries
of Compaq Computer's EMEA's General Business Group (GBG). Under the terms of a three-year
contract, Convergys will work closely with Compaq to identify sales opportunities,
pre-qualify sales leads via the telephone and Internet and track sales progress through
the channel partners. Following the successful implementation of dedicated call center
operations for Compaq France, Convergys is establishing subsidiaries in Sweden and
Belgium. Operations will initially serve the Swedish, Finnish and Belgian markets.
Lucent Opens European GSM Headquarters In The UK
Lucent Technologies, the New Jersey-based manufacturer of telecommunications products and
services, formally opened a new European headquarters in Britain for its GSM digital
cellular telephony operation. The new location will also serve as its worldwide
headquarters for GSM research and development. GSM is the European digital standard for
mobile communications. Lucent has 13 locations in the UK, where its employees now number
more than 2,600. Apart from sales and marketing, it focuses on research and development
for wireless network infrastructure, products and microelectronics.
U.S. To Help Australian Call Center Industry
An Australian delegation recently toured the U.S. to study call center trends and
development to gather information that will further develop the Australian call center
industry, which is one of the fastest growing business sectors in Australia, with an
annual growth rate of over 25% expected for the next five years. Australia's call center
industry is becoming attractive to companies due to its low establishment and operating
costs, a skilled multilingual work force, a deregulated telecommunications industry,
government support and a stable business and economic environment.
Vocalis Gives Web Sites A Voice
Vocalis Group plc, a provider of Advanced Speech Recognition (ASR), has announced an
agreement to offer SpeecHTML to 1,000 companies in a pilot implementation. The company
sees this as a first step towards securing the newly identified �3 billion market
opportunity for SpeecHTML, its recently announced Web/telephony service. Following a
successful pilot program, Vocalis will be well-positioned to take a significant part of
this new market. The pilot scheme will be offered to 1,000 clients, servicing a range of
industries and offering a variety of services. SpeecHTML allows companies to offer a
telephone number, using their Web pages as the source, which gives callers information and
allows interactive transactions over the telephone using spoken commands. Customers need
only an ordinary telephone to call these services and use the natural interface of speech
to request required information.
TeleCorp Enters License Agreement With LHS
LHS Group, Inc. recently announced that it has entered into a license and maintenance
agreement with TeleCorp PCS, Inc., one of AT&T Wireless' affiliates. LHS is licensing
its flagship client/server-based comprehensive customer care and billing system, Business
Support and Control System (BSCS). The implementation is being provided jointly by Cap
Gemini America LLC and LHS. Cap Gemini and LHS will combine their customer care and
billing expertise to provide TeleCorp with a fully integrated billing solution. The
companies will integrate and test all components of the system, manage the implementation
through system launch and provide ongoing maintenance and support for TeleCorp.
CustomerSoft And Symix Systems Announce Strategic Alliance
CustomerSoft, Inc., a provider of customer support management software, recently announced
a strategic partnership with Symix Systems, Inc., a provider of enterprise applications,
including field management software. CustomerSoft's principal software, The Expert Support
Program (ESP), expands its capabilities with the company's alliance with a field
service/dispatch application. The product integration will enable customers to forward
trouble tickets from ESP to Symix's FieldPro field service management application when
field service is required. Customers will be able to receive status upgrades within ESP
directly from FieldPro.
Acuity Selected By Ascend Communications
Acuity Corporation, a provider of Web-based customer interaction solutions, announced that
wide-area networking solutions company Ascend Communications has selected Acuity Web
Center Enterprise to serve as the foundation for Ascend On-Line Services (AOS), a
Web-centric service and support delivery model. The companies have signed an extensive
licensing agreement and services contract. WebCenter Enterprise enables direct interaction
between customers and Ascend staff over IP-based networks, in conjunction with advanced
self-service options.
Intecom And SOFTGEN Form Alliance
Intecom, a call center/PBX solutions provider, and SOFTGEN International, a computer
telephony integration company, recently announced a partnership agreement which designates
SOFTGEN as a computer telephony integration (CTI) developer for Intecom solutions. The
agreement provides for collaborative product and application development as well as
support initiatives designed to provide customers with integrated telecommunications
solutions, service and support. Intecom will distribute and support SOFTGEN's CTI
software, providing a full suite of call center technology to Intecom's customers.
POINT And IBM Form Business Partner Relationship
POINT Information Systems, Inc., a worldwide provider of enterprise relationship
management (ERM) solutions, recently announced it has formed a business partner
relationship with IBM Global Services. Under the terms of the agreement, the two companies
will pool resources to deliver best-of-breed customer relationship management (CRM)
solutions. With IBM Global Services as a key services partner, POINT will continue to
ensure reliable implementations of its TeamPOINT Enterprise Relationship Management (ERM)
solution. IBM Global Services will deliver business process reengineering, consulting,
software customization, integration and implementation services.
Sears Implementation Leads To Partnership Between Edify And Nuance
Edify Corporation, an enterprise self-service solutions company, announced a partnership
with Nuance Communications to develop and market an integrated natural language
speech-enabled interactive voice response (IVR) solution for large, complex call centers.
The integrated solution, currently in beta testing, will be available the first quarter of
1999 and will incorporate Nuance 6, an advanced
scaleable enterprise-class natural language speech recognition software. The two companies
collaborated to implement a natural language speech recognition system for Sears, Roebuck
and Co.
ADC Metrica Announces Partnership With Unica
ADC Metrica, a business unit of ADC Telecommunications and a player in network performance
management, has signed an OEM agreement with Unica Technologies, a provider of data mining
services. The OEM agreement gives ADC Metrica the right to integrate Unica's data mining
technology into new products. Collaborative work has begun to develop a product that will
more quickly detect, analyze and diagnose network faults. This new product will be
positioned within the Metrica/NPR product range and will use the Unica Data Mining Engine
(UDME) as its core technology for analyzing and profiling network performance statistics
and problems. Selected customers will pilot the new product in first quarter 1999 before
its general release in the summer of 1999.
Astea Bundles Mercado Intuifind Technology
Astea International, a customer service management company, and e-commerce start-up
Mercado Software announced that Astea now bundles Mercado's IntuiFind technology with its
ServiceAlliance 3.0 Web-based modules. Astea's ServiceAlliance is a comprehensive
client/server application for the management of customer service contracts and projects.
Leveraging the IntuiFind technology, Astea's ServiceAlliance Web modules enable field
service agents and customers to request information on items such as contracts, work
orders, help desk calls, service requests, inventory levels and returns - even if requests
are misspelled, use incorrect terminology or are in a different language than the language
of the source database.
Primus And ONYX Announce Product Integration Partnership
Primus, a provider of problem resolution and knowledge management software for customer
support, and ONYX Software Corporation, a provider of enterprise relationship management
solutions optimized for Microsoft BackOffice, announced that they will integrate their
ONYX Customer Center and Primus SolutionSeries software, empowering joint customers to
link their customer contact and technical solution knowledge bases for the efficient
resolution of customer problems. By synchronizing all customer information recorded in
ONYX Customer Center with the technical solutions stored in a Primus SolutionSeries
knowledge base, companies can simultaneously enhance the customer's experience and improve
the cost-effectiveness of the support organization. |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
