February 1999
Unica Announces Unica IMPACT!
Unica Technologies, Inc., which provides data mining technology to the marketing process,
recently announced Unica IMPACT!, a predictive campaign management system. Produced by the
makers of PRW and MODEL 1, a data mining software for database marketing, Unica IMPACT! is
a full-featured predictive campaign management system designed for direct marketing
professionals who create, deploy and track high-volume marketing campaigns. The system
combines campaign management capabilities with advanced optimization features, which
enables marketers to develop and execute campaigns with dramatically higher response rates
that maximize ROI.
No. 401, www.ccsmag.com/freeinfo
TTSI Introduces New T2 Keypanel
TTSI, an integrator of leading-edge computer-telephony solutions, has recently released
its new T2 Keypanel. The T2 Keypanel is the latest evolution in a family of CTI products
already including programmable keyboards, keypads and rackmounted modules. The components
are engineered to program and integrate easily with existing applications. With T2
technology, PC users in a variety of environments clear their monitors of multitasking
menus and assign direct function control to multifunctional LCD keys at their fingertips.
Key emulations may be programmed to change with the respective applications.
No. 402, www.ccsmag.com/freeinfo
Harte-Hanks Announces R2 TouchPoint
Harte-Hanks Data Technologies recently introduced R2 TouchPoint, a campaign management
application that allows marketers to track, measure and maximize their promotional efforts
and effectively manage customer and prospect relationships. R2 TouchPoint is an open,
scaleable campaign management system designed to work with relational databases while
meeting common technology standards. The system was built using a Java front-end, which
provides flexibility and simplifies integration with other applications and enables Web
utilization.
No. 403, www.ccsmag.com/freeinfo
E*Fax Introduces FaxBurst For Windows NT
E*Fax Communications, Inc., a provider of electronic document delivery services, has
introduced FaxBurst fax broadcast software for Windows NT. FaxBurst, which until recently
was available only in Windows 3.1 and Windows 95 formats, enables customers to immediately
fax to an unlimited number of fax machines in one step, directly from a Windows NT-based
computer. The process is fully automated and is as easy as sending a page to a printer.
No. 404, www.ccsmag.com/freeinfo
Spanlink Introduces New Version Of FastCall Enterprise
Spanlink Communications, Inc. has announced FastCall Enterprise Version 3.0. FastCall
Enterprise is a configurable, client/server solution that integrates computer-telephony
(CT) with interactive voice response (IVR), offering customers the next generation in CT
functionality. Version 3.0 extends capability by directly integrating with Spanlink's
ExtraAgent IVR solution as well as supporting other IVR applications. Version 3.0 will
include FastCall Agent 3.0, Spanlink's soon-to-be released next version of CT desktop
middleware.
No. 405, www.ccsmag.com/freeinfo
Insight Releases Macro Express 1.5
Insight Software Solutions, Inc. has announced the release of version 1.5 of Macro
Express, a solution for automating repetitive and tedious computer tasks. Macro Express
includes hundred of new commands, options and wizards to simplify computer operations. The
new commands provide more control over the execution of a macro, while new options expand
the functionality of the program itself. The wizards can quickly guide users through the
creation of a macro. The new wizards include macros for typing text, keystrokes or
symbols, pasting text or graphics, launching programs or Web sites, data and time
stamping, connecting and disconnecting from a network, creating a reminder message,
capturing a macro and building a pop-up menu of macros.
No. 406, www.ccsmag.com/freeinfo
Dydacomp Announces Release Of SiteLINK Version 3.0
Dydacomp Development Corporation, the publisher of Mail Order Manager (MOM), a PC-based
catalog management system and the SiteLINK Internet commerce solution, recently announced
the release of SiteLINK version 3.0. Powered by active server page (ASP) technology,
SiteLINK uses information already maintained in the Mail Order Manager to create and
manage a complete Web store. As orders are received, they are imported into MOM, the
"legacy" system, for processing and fulfillment. Version 3.0 takes that basic
understanding to the next level by increasing the power that users have over their Web
store. Version 3.0 includes a store design menu, which gives users complete control over
the visual aspects of their store.
No. 407, www.ccsmag.com/freeinfo
NEC Introduces QueWorX IVR Call Center Solution
NEC America, Inc. announced the availability of QueWorX, a Microsoft Windows NT-based
interactive voice response (IVR) call center solution designed for both large and small
businesses. The new turnkey solution, the first developed as a result of collaboration
between NEC and Edify Corporation, is designed to bring a combination of price and
performance functionality to call centers. QueWorX provides NEC customers with a basic set
of call center applications and enables them to add additional features easily and
economically. QueWorX feature sets work in conjunction with the ACD (automatic call
distribution) products on both the NEAX 1000/2000 and the NEAX 2400 PBX platforms. The IVR
applications, which are built on Edify's Electronic Workforce application development and
runtime platform, empower callers with real-time queue information and choices, including
the option to receive a callback from a customer service representative if they do not
wish to wait on hold.
No. 408, www.ccsmag.com/freeinfo
CenterForce Announces Beta Version Of CenterForce Analyzer
CenterForce Technologies, Inc. has announced the beta release of CenterForce Analyzer, a
call center operations management software solution. Analyzer measures agent, team and
call center performance against user-defined goals, providing immediate access to
accurate, well-organized performance results. Analyzer can be used across an entire
organization: by front line managers to evaluate agents; by call center analysts to
perform multidimensional analyses across the organization; and by executive managers to
retrieve detailed individual and organization performance data.
No. 409, www.ccsmag.com/freeinfo
Molloy Group Releases Knowledge Bridge
Molloy Group recently released Knowledge Bridge, a client/server knowledge management
software solution. Sales scripting, product selection and configuration, win/loss analysis
and customer service are among the knowledge-intensive sales functions that can be
enhanced by Knowledge Bridge. The software is designed to increase customer satisfaction
and staff productivity by knowledge-enabling business processes spanning the entire
spectrum of customer care. Knowledge Bridge runs on standard, inexpensive desktop systems
and conventional networks, scales up well and is simple to learn and use. It offers
tailored user interfaces adapted to the task and to the knowledge worker who performs that
function. These tasks may include providing "how-to" information, configuring
and recommending products and scripting for telesales/telemarketing.
No. 410, www.ccsmag.com/freeinfo
Platinum Enhances Customer Relationship Management Solution
Platinum Software Corporation, a provider of enterprise resource planning solutions for
midmarket companies, recently announced the availability of the company's customer
relationship management solution, Clientele 7.0, which includes enhanced functionality and
new features for both sales and marketing and customer service and support personnel,
including list/campaign management, change request management, spell checking,
Internet-enabled product registration and improved development tools. The new version's
powerful list/campaign management capabilities are designed to decrease sales cycles and
maximize the effectiveness of marketing campaigns through automated and customized
communications with prospects and customers.
No. 411, www.ccsmag.com/freeinfo
EIS Launches Call Processing System Version 5.1
EIS International, Inc. has launched the newest version of its turnkey Call Processing
System (CPS). CPS 5.1 features inbound call management and agent blending capabilities.
The new release also includes upgrades to several existing features, all of which are
designed to help call centers achieve their continuous performance improvement goals. In
addition, version 5.1 offers DNIS inbound support on its call processor (switch), thus
eliminating the need for an external automatic call distributor (ACD) to use DNIS
information. The inbound control feature helps improve call center productivity by
allowing supervisors to determine the disposition of inbound calls using a variety of
campaign parameters, including assigning the call to the campaign if it is open, playing a
specified message and then assigning the call to the campaign, playing a specified message
to the customer and then hanging up or playing a ringing tone until a customer hangs up.
No. 412, www.ccsmag.com/freeinfo
Silknet Announces Silknet eBusiness System
Silknet Software, Inc. recently introduced Silknet eBusiness System, its enterprise
relationship management architecture for building and deploying marketing, sales and
customer service applications on the Web. With the eBusiness System, companies now have a
single, common Web-based framework for applications that extend across the enterprise and
beyond to customers, suppliers and corporate partners. The eBusiness System employs an
n-tier, component-based architecture and requires only a thin-client browser for
interaction with the system. With its Internet-centric model, Silknet eBusiness System
integrates customers, suppliers and partners into a business.
No. 413, www.ccsmag.com/freeinfo
Right Now Technologies Introduces Right Now Web 2.1
Right Now Technologies has announced the release of Right Now Web 2.1, an enhanced version
of the company's self-service customer support solution for Web-connected organizations.
Right Now Web features Knowledge Builder, a new data translation utility that helps
companies publish knowledge base and help desk information on the Web. Knowledge Builder
supports leading knowledge bases including KnowledgeBroker, Inference and ServiceWare, and
leading help desks such as Remedy, Network Associates, Bendata, Platinum Software and
Vantive. By the second half of 1999, Right Now Technologies expects to introduce
technology for real-time data transfers between Right Now Web and leading knowledge base
and help desk systems.
No. 414, www.ccsmag.com/freeinfo
directmarketingcareers.com Debuts On The Internet
directmarketingcareers.com has announced the February 1, 1999 launch of a complete Web
site specializing exclusively in direct marketing jobs. The company will launch the site,
which will be free to job seekers, in phases. directmarketing.com's intent is to match job
seekers with companies within narrow, specialized fields of direct marketing. The first
phase of directmarketingcareers.com will offers a fast and easy system to search for jobs
and post positions. Employers and job seekers input their specific criteria and can choose
from more than 30 specialized job categories within the field of direct marketing to
refine the search. Employers can post, edit and delete jobs directly online without
contacting directmarketingcareers.com. They can also activate or deactivate job postings
at any time and will be assigned a username and password to ensure the security of their
job postings.
No. 415, www.ccsmag.com/freeinfo
Mustang Announces Internet Message Center Version 2.3
Mustang Software, Inc. has announced the release of Internet Message Center version 2.3.
The latest release of IMC introduces a completely redesigned response library, duplicate
message checking support, improved support for remote agents, a stand-alone IMC Java Agent
module and JavaBeans for agent and supervisor interface customization. The new response
library presents customer service representatives with a Windows Explorer-like tree view
of the entire knowledge base of customized templates and status responses. Customer
service representatives can browse through the library and easily drag-and-drop one or
more templates directly into their e-mail message editor, where they can revise the
response as needed to fully answer the customer's inquiry.
No. 416, www.ccsmag.com/freeinfo
Mercom Announces Availability Of RAPI-X
Mercom Systems, Inc. has announced the availability of RAPI-X, an advanced recorder
control API based upon Microsoft ActiveX technology. Through the use of RAPI-X, developers
using C++, Visual Basic, Delphi and Java can tightly integrate the core functions of an
audiolog server (recording, database search and playback) into the customer's primary
business applications. RAPI-X enables call centers to dynamically control start and stop
of recording on each channel and attach call-specific data to each recording. Through
RAPI-X, agent and supervisor desktop applications can be enabled to query the audiolog
server's catalog database and can initiate playback of stored audio. Other functions
supported include agent log-on and log-off, remote live monitoring, remote diagnostics and
time synchronization.
No. 417, www.ccsmag.com/freeinfo
Siebel Announces General Availability Of Siebel 99
Siebel Systems recently announced the release of Siebel 99, a Web-based front-office
application family designed to allow organizations to increase sales force effectiveness,
better leverage marketing knowledge and improve customer service with one set of
integrated applications. Siebel 99 represents the integration of technologies from Siebel
Systems and Scopus Technology following the merger of the two companies last spring.
Entirely Web-based, Siebel 99 creates a unified product family featuring one integrated
and extended set of business objects, one common data model and one simplified user
interface. It also includes a complete suite of upgrade and migration tools, programs and
services to make it easy for both Siebel and former Scopus customers to move to Siebel 99.
No. 418, www.ccsmag.com/freeinfo
Genesys Telecommunications Laboratories, Inc. has
announced the appointment of Ori Sasson as CEO and a member of the board
of directors. Before the Genesys appointment, Sasson served as chairman and CEO of Scopus
Technology. In addition, Genesys announced that Greg Shenkman, a founder
and board member, has been appointed chairman of the board.
Teltrust Inc., a wholesale provider of telecommunications services,
has promoted Vicki Pearson to executive vice president. For the previous
nine months, Pearson served as senior vice president of business operations and was vice
president of corporate communications prior to that.
Global-U.S.A. has announced the appointment of Scott R.
Isdaner as chief operating officer. Prior to his appointment, Isdaner served as
CEO of Murray's Discount Auto Stores in Michigan.
IDRC (International Data Response Corporation), a telemarketing and
customer service outsourcing firm, has made two strategic appointments to its business
development team. Kevin Bradford has been appointed senior vice president
of business development. Bradford, who was formerly senior vice president and director of
corporate business development for Electronic Payment Services, Inc., will be responsible
for growing the company's revenue by developing IDRC's relationships with companies as an
outsourcing partner for large customer care call center work. In addition, Tom
Woods has been appointed vice president of business development for IDRC USA
Inbound & Customer Care. Woods served most recently as director of business
development for Harte-Hanks Direct Marketing.
LHS Group, Inc., a provider of customer care and billing software and
services, recently announced the appointment of Rainer Westermann as
senior vice president, investor relations. In his new position, Westermann, most recently
senior vice president and partner of Fleishman-Hillard Canada, Inc., will be responsible
for all communications with LHS shareholders and the investment community in general.
The Vantive Corp. recently announced the appointment of Jim
Whitaker to chief information officer. Whitaker will assume responsibility for
all of Vantive's corporate information technology strategies. Prior to Vantive, he served
as executive vice president and CIO at Coherent, Inc.
Ross L. Housley, president and CEO of GLS TeleServices, announced the
promotion of Jeanette Laquintano to executive vice president and her
appointment to the board of directors. In addition, Michael L. Housley
was appointed vice president and elected to the board of directors as well.
Inference Corporation recently announced the appointment of Greg
Pappas as vice president of human resources. Pappas, formerly senior director of
human resources for Chordiant Software, will be responsible for worldwide
human resource activities for Inference.
Barbara Gallagher, vice president and call center manager for Summit
Bank, recently became the first person to receive professional certification from
Nashville, Tennessee-based Call Center University. To achieve professional certification
as a call center manager, CCU students must complete six manager series core courses and
one elective. Upon completion, students are tested to measure their knowledge and skills
and the application of both in the relevant subject area.
Lucent Technologies To Acquire Kenan Systems
Lucent Technologies has announced that it will acquire privately held Kenan Systems
Corporation. The transaction is expected to be completed by the quarter ending March 31,
1999. The acquisition of Kenan Systems, a specialist in highly flexible billing, order
processing and customer analysis software that supports virtually any combination of
services, vendor equipment and networks, will enable Lucent to enter a market in which it
was formerly not a player. Lucent's intent is to provide products in the fast-growing and
global third-party billing and customer care market. In addition, the acquisition is
expected to contribute to Lucent's growth outside the U.S. Kenan Systems will remain
headquartered in Cambridge, Massachusetts and will become a wholly owned subsidiary of
Lucent, reporting to the company's Communications Software Group.
Newly Formed Company Combines Four Direct Response Companies
Four Chicago-based companies have recently signed a definitive agreement to merge their
businesses into a single company to be called United Marketing Group, LLC. The new company
is comprised of companies formerly known as The Hi-Tech Group, Inc., Roy Thomas, Inc.,
United Promotions, Inc. and Mail Services, Inc. These four businesses have developed and
managed database marketing and enhancement programs for leading credit card issuers in the
oil, retail and banking industries, including Mobil, Sears and Bank One. Their revenues
are derived from direct marketing of merchandise, clubs and services through credit card
databases using direct response methods. Alan Portelli is the president and CEO of the
newly formed company, which will be located in Schaumburg, Illinois.
AT&T Buys IBM Unit
In a desire to jumpstart its global networking plans, AT&T recently conducted a series
of transactions that include the $5 billion purchase of IBM's global network. As part of
the multifaceted deal, AT&T will provide a significant portion of the global
networking services for IBM. In turn, IBM will provide data processing services, including
billing, for AT&T customers, at a cost to AT&T. The intent of the agreement is to
enable each company to complement the other's strengths and business needs. The sale of
the IBM unit to AT&T will allow IBM to concentrate more on e-business applications.
Under the terms of the agreement, 5,000 IBM employees will work for AT&T, while 2,000
members of AT&T management will be employed by IBM.
GeoTel Acquires SS7 Assets Of Danar
GeoTel Communications Corporation, a provider of customer interaction software solutions
for mission-critical call center applications, recently announced its acquisition of
certain assets of Danar Corporation. Danar is a privately held network interface
development and consulting company specializing in Signaling System 7 interface
applications. Under the terms of the agreement, GeoTel has acquired certain assets of
Danar primarily comprised of intellectual property related to SS7 network protocols. All
of the employees of Danar will become GeoTel employees. The acquisition is the result of a
long-standing technical relationship between the two companies and will enable GeoTel to
extend its core competency and technology leadership to include a broader capability in
deploying SS7 protocols.
Oracle Announces Completion Of Acquisition Of Versatility
Oracle Corp. recently announced the completion of the acquisition of Versatility, Inc., a
vendor of computer-telephony integration (CTI)-enabled customer interaction software. The
acquisition of Versatility underscores Oracle's intent to deliver a call center solution
that integrates the entire enterprise, from front office to ERP. The Versatility
acquisition brings Oracle a solid call center solution with outbound telesales and
telemarketing functionality to complement Oracle's inbound service call center
application. Versatility Series provides an integration point of CTI-enabled service,
customer care and telephone sales applications for intelligent call routing, predictive
dialing, third-party call control, coordinated call transfers and screen synchronization.
TeleSpectrum Installs Predictive Plus' Time Management System
Predictive Plus, a provider of advanced solutions designed to maximize productivity and
improve the bottom-line performance of call center operations, recently announced that
TeleSpectrum Worldwide Inc. has selected its CenterWatch system as its call center time
management system. CenterWatch, a time and attendance, payroll data collection and
reporting system designed for the teleservices industry, has been installed at
TeleSpectrum's call center in Salisbury, North Carolina. TeleSpectrum has also committed
to implementing CenterWatch at its nine remaining call centers. The CenterWatch system is
being used by TeleSpectrum to track and manage employee time and attendance in order to
increase productivity and efficiency and reduce labor costs.
Capitol Verification Expands To Cover Web Page Marketers
Capitol Verification, Inc. has been awarded contracts from Universal Business Directory
and Profile National Business Directory to provide phone verification of sales to
customers. Capitol will serve as a third-party verifier for the companies, ensuring that
customers understand the particulars concerning their purchase of a Web page. Third-party
verification has become a standard practice for long-distance resellers, following its
beginnings in the early 1990s. Long-distance resellers turned to this service after
federal regulators began to clamp down on "slamming," an unauthorized change in
long-distance phone service.
ICT Group Signs Agreement With SITA
ICT Group, Inc., a multinational provider of call center teleservices, has announced a
marketing agreement with SITA, a provider of integrated telecommunications and information
solutions for the air transport industry. Under the terms of the agreement, ICT Group will
provide call center support to European customers of SITA's GABRIEL passenger reservation
and management information system. This arrangement will enable SITA's GABRIEL airline
users to consolidate their reservation function in a centralized call center location.
U.S. Postal Service Selects Harte-Hanks
Harte-Hanks Response Management recently announced that it has been awarded a two-year
contract with three one-year renewal options by the U.S. Postal Service for managing its
business-to-business response management services. Harte-Hanks will provide customer
service support and fulfillment support to the USPS's marketing programs in the form of
lead management, customer support and order processing and fulfillment. These inquiries
will be captured and tracked in a response management database developed and housed by
Harte-Hanks. Harte-Hanks' Web-based tools will be used to distribute business leads,
provide USPS marketing managers direct access to the database for monitoring response
activity to marketing campaigns and provide USPS managers and business partners the
ability to order promotional materials.
BET Chooses CSC To Handle "Hit Line" Response
Black Entertainment Television (BET) has announced that Communication Service Centers
(CSC) has been contracted to handle its "Hit List" response line, to which
viewers may call in to vote for their favorite song. CSC is a full-service call center
serving small to large corporations in all industries. Services offered include
comprehensive inbound and outbound communications, fulfillment, Internet integration, data
management and marketing services.
West TeleServices Selects AT&T Call Routing Solutions
West TeleServices Corporation, a provider of fully-integrated, customized teleservices
solutions, recently announced that it has selected AT&T Solutions' network-based call
routing products to help meet the growing demand for its inbound teleservice operations.
West's Operator Teleservices division will use AT&T Resource Manager and AT&T
Intelligent Call Processing to perform more efficient call load balancing at four direct
response call centers in Omaha, Nebraska; San Antonio, Texas; Hampton, Virginia and Baton
Rouge, Louisiana. These call centers handle large-scale, high-volume call processing
services such as order capture, lead generation, customer service and database building
and enhancement and provide information to callers responding to the toll-free offers of
some of the nation's leading consumer products companies.
Simware Internet Solution Deployed By Retailer To Increase Sales
Simware Inc., a developer of enterprise-class extranet solutions, has announced that The
Brick, Canada's largest independent retailer of furniture, appliances and electronics, has
implemented Salvo, Simware's extranet application. The Brick will use Salvo to improve
customer credit approvals by administering credit information over its intranet. The new
extranet was developed and deployed in three weeks with assistance from the Simware
Solutions Group, enabling The Brick to take advantage of the new system in time for the
peak holiday season. Using the business logic inherent in Salvo, the extranet customizes
the customer data required by each of the partners' systems and simultaneously updates The
Brick's database. Associates then receive credit approval within minutes.
Louisville Gas And Electric Chooses Intecom
Upgrading for future technological growth and expansion, Louisville Gas and Electric
Company, a subsidiary of LG&E Energy Corp., selected Intecom, a call center/PBX
solution provider, to enhance its enterprise-wide telecommunications network. Providing
electric and natural gas services to approximately 600,000 residential, commercial and
industrial customers in Louisville and adjacent areas in Kentucky, LG&E chose
Intecom's powerful and flexible architecture in an effort to remain competitive in a
virtually deregulated climate. Under the terms of the agreement, Intecom will install its
communications platform, the Intecom E, at the utility's main location in Louisville and
an additional remote switching unit at a smaller facility also located in Louisville,
linking several metropolitan locations.
Libertel Selects SLP InfoWare's Churn/Customer Profiling System
SLP InfoWare, a provider of customer relationship management (CRM) software solutions for
reducing customer churn, recently announced that Libertel, a one-million subscriber GSM
operator in The Netherlands, has purchased SLP's Churn/Customer Profiling System software
application. Churn/CPS is a fully automated software application that enables companies to
model customer data and predict customer behavior, assisting wireless and wireline
providers to manage customer retention. It provides an easy-to-use modeling environment to
identify the characteristics that most accurately pinpoint subscribers exhibiting the
greatest tendency to churn.
SPS To Support USTRUST
SPS Payment Systems, Inc., a provider of inbound teleservices, recently announced that it
has signed an agreement to provide customer service support, general information queries
and account balance inquiries for customers of USTRUST, a full-service and commercial
banking company. SPS will support USTRUST through its call center in Sioux Falls, South
Dakota. The Sioux Falls center is currently hiring and training customer service
representatives to service its needs. SPS TeleServices' customer support solutions include
customer service and retention programs, technical and help desk support, order management
and billing and payment processing.
MediaOne Selects Davox For Key Telemarketing Center
Davox Corporation, a developer of call center management software solutions, recently
announced that MediaOne, a broadband services company, has successfully implemented the
Unison call center management solution in its Elmhurst, Illinois telemarketing center. The
solution incorporates LYRICall, Davox's latest Internet browser-based application design
and scripting technology. Unison is an open-system, unified software solution that enables
call centers to automate a wide range of mission-critical customer contact activities,
resulting in improvements in agent productivity, call center efficiency and customer
services. Based on HTML and Java technology, LYRICall enables non-programmers to quickly
build and deploy agent applications and script pages.
Convergys Extends Contracts With L.A. Cellular And Houston
Cellular
Convergys Corporation, a provider of outsourced, integrated customer care and billing
services, has announced that it has concluded contract extensions with L.A. Cellular and
Houston Cellular. Features included in the new billing and customer care contract
extensions include advanced switch management, a flexible document presentation system, a
bill image retrieval system and electronic bill presentation via the Internet. Convergys
provides billing and customer care through its three state-of-the-art data centers in
Orlando, Cincinnati and Jacksonville.
Volvo Trucks Selects Trillium For Customer Database Cleansing
Trillium Software, a player in global, enterprisewide data cleansing and reengineering
solutions, recently announced that it has been selected by Volvo Trucks North America to
cleanse and standardize customer information data for its U.S.-based customer database.
Volvo Truck's goal is to consolidate data from multiple sources to establish and maintain
a customer database containing current customers as well as prospects. This is the first
step in merging all of Volvo Trucks' customer information into one consolidated customer
information system. By building and linking the databases, Volvo will gain more business
intelligence regarding customers and prospects and be able to better target them.
AB&C Group Opens Second Call Center
The AB&C Group, a direct response marketing and fulfillment service company, recently
announced the opening of its second major customer service call center. Located in Orange,
Virginia, the new facility is expected to receive over one million telephone calls each
year for AB&C's clients. The new center is a state-of-the-art facility that is linked
with the company's four other marketing and fulfillment operations in Virginia and West
Virginia through an advanced Intranet. AB&C's new call center will employ about 130
staff members and include an advanced PC-PBX system platform for very sophisticated call
center operations.
Melita International Opens Chicago Office
Melita International, a provider of integrated customer interaction and intelligent call
management solutions for call centers, recently announced the opening of an office in
Chicago to increase the company's Midwest presence. Bill Voigt, sales manager, central
region for Melita will head the Chicago office. The office will be a base for Melita's
salesforce in the Midwest and a training facility for Melita customers.
Lightbridge Expands National Call Center Network
Lightbridge, Inc., a provider of customer acquisition and retention solutions for the
global telecommunications industry, recently announced the opening of a new call center at
its Broomfield, Colorado office. A component of Lightbridge's teleservices offering, the
new call center will further strengthen Lightbridge's outsourcing capabilities by
providing a seamless extension of Lightbridge's existing call center in Waltham,
Massachusetts. Lightbridge's call center is dedicated exclusively to the
telecommunications market. The Colorado facility extends the time zone coverage and
capacity for Lightbridge's client base. The new call center adds 40 customer service
professionals to the existing 300 based in Waltham.
CellIT Receives Funding To Expand Global Distribution
CellIT, Inc., a provider of comprehensive, standards-based solutions for the call center
industry, recently announced that 3Com Corporation and Advent International have made a
$10 million equity investment in the company. The new funding will enable CellIT to
quickly expand global distribution strategies of its award-winning Call Center
Professional (CCPRO) product suite, increase its presence and support infrastructure in
key markets and further its research and development efforts. CellIT's CCPRO, a multimedia
system for the call center industry, replaces the numerous and disparate systems required
in today's call center with one distributed system.
Thomas Group Announces Formation Of Telecommunications Unit
Thomas Group, Inc., an international company providing solutions to improve many business
processes for major corporate clients, recently announced the launch of its new business
unit focusing on the telecommunications industry. This expands the industry-specific
growth model that the company has already successfully deployed in the automotive and
aviation market segments. Bob Stephens, who helped pioneer IC technology in the U.S. and
Europe during his 23 years with Texas Instruments, will serve as president of the new
business. Larry Hulbert, president of telecommunications business services, will manage
the unit's development.
Tickets.com Creates Ticket Industry's First Web-Integrated Call
Center
Tickets.com Inc., a comprehensive service that offers extensive venue, event and ticket
information, has announced the completion of the ticketing industry's first Web-integrated
call center. Designed in conjunction with InterWorld Corp., an Internet commerce solution
provider, this e-commerce call center will result in the integration of all phone and Web
transactions for Tickets.com customers. To ensure national access to its call center,
Tickets.com recently announced the purchase of the national toll-free number
1-800-TICKETS. That acquisition, combined with the call center technology, furthers the
company's objective to offer all consumers an easy-to-use, one-stop location for all
entertainment and travel options, accessible through the Internet at www.tickets.com and by phone at 1-800-TICKETS.
Impact Telemarketing Changes Its Name
Impact Telemarketing Group, Inc. has officially changed its name to COMPASS TeleServices.
Impact Telemarketing Group is a founding company of COMPASS International Services
Corporation, a provider of outsourced services to businesses. Compass offers services used
throughout the sales cycle, including accounts receivable management, mailing services and
teleservices. Its clients operate in a broad range of sectors including
telecommunications, financial services, insurance, health care, education, government and
utilities.
Melita Awarded Patent
Melita International, a provider of integrated customer interaction and intelligent call
management solutions for call centers, announced that it has been awarded a U.S. patent on
the Method and Apparatus for Non-offensive Termination of an Outbound Call and for
Detection of an Answer of an Outbound Call by an Answering Machine. The technology, a key
component of Melita's family of Explorer products, including Melita Enterprise Explorer
and PhoneFrame Explorer, determines if the outbound call is answered by a person or an
answering machine. If the call is answered by a person, the technology determines if an
agent working for the teleservice company is available to talk to the consumer and, if so,
connects the consumer to an agent. If all the agents are busy with other calls, then a
message is played and the call is ended in a non-offensive manner. The non-offensive
content and the length of messages are determined by the company using the technology and
can vary from application to application. Calls answered by answering machines can also be
processed automatically while leaving specific messages or they can simply be re-queued
for later processing.
France Telecom And LHS Group Announce Global Partnership
LHS Group Inc., a provider of convergent client/server modular customer care and billing
software and services for the telecommunications industry, recently announced a global
framework agreement under which France Telecom has selected LHS's flagship
client/server-based comprehensive customer care and billing system, Business Support and
Control System (BSCS). BSCS will serve as a preferred system for France Telecom's
international telecommunications. Through the agreement, France Telecom ensures that its
wireless and wireline ventures worldwide will benefit from its close relationship with
LHS. France Telecom is one the largest telecommunications carriers in the world, with
operations in more than 50 countries. Multiple France Telecom operations currently use
BSCS.
RSL Links Into U.K. Mobile Specialist
RSL Com, a New York City-based communications firm which recently bought Motorola Talco of
Basingstoke, South East England, has now taken a 30 percent shareholding in the U.K.
mobile phone specialist Ternhill Communications of Market Drayton in the English West
Midlands. In its link into Ternhill, which has seven operations in the English West
Midlands, RSL will provide the British company's customers with the ability to combine
their mobile and landline calls on a single bill. Ternhill's customers include all four
U.K. mobile phone networks: Cellnet, Vodaphone, Orange and One2One. RSL's involvement also
provides a major opportunity for further business expansion.
Call Center Initiative in Queenland, Australia
Telstra Corporation Limited, Australia's leading full-service domestic and international
telecommunications provider and a major carrier in the Asia Pacific region, has indicated
that Cairns, Queensland, Australia could become a major call center region following the
signing of a Heads of Agreement with the state government. The Heads of Agreement
identified six regions, including Cairns, which are suitable for the attraction of call
centers and other telecommunications initiatives. The agreement will see Telstra and the
Queensland government working together to bring new investment to regional Queensland. A
series of regional launches, involving the local business community and government, are
planned in the near future.
DraftWorldwide Completes International Acquisitions
DraftWorldwide, an agency specializing in brand building and direct and promotional
marketing, recently announced the acquisitions of three integrated marketing agencies in
Canada, the U.K. and Belgium and a database management company in France. The Canadian
acquisition, Toronto-based Gingko Group Ltd., represents DraftWorldwide's entry into that
country, while the other agencies strengthen Draft's service offering throughout Europe.
With the addition of the new agencies, DraftWorldwide, a unit of The Interpublic Group of
Companies Inc., now operates from 44 locations around the world. In addition to Gingko,
company acquisitions include Marketing Principles, an Oxford, England-based integrated
marketing agency; The Karamba Group, a Belgian provider of sales promotion and field
marketing; and Synth�se Marketing, a Paris, France-based provider of database marketing,
design, operations, analysis and modeling.
VIP Calling Network Extends To Latin America
VIP Calling, Inc., a wholesale provider of international IP telephony services, has
announced the expansion of its global presence by offering IP telephony solutions to
carriers in Latin America. VIP Calling has begun to service Brazil and is rapidly growing
its carrier base in other Latin American countries. VIP Calling will be establishing joint
ventures with regional ISPs and ITSPs, as well as traditional carriers. Regional-based
carrier customers will be able to take advantage of VIP Calling's low cost, toll-quality
service to both originate and terminate minutes on the VIP calling network. Existing VIP
Calling customers from outside of Latin America will use the VIP Calling network to
traffic minutes to Latin America.
Nuance And Edify Promote One-Stop Web And V-Commerce Applications
Nuance Communications, a provider of enterprise-level speech recognition and speaker
verification software, has announced that it is teaming with Edify Corporation to offer
companies a complete, integrated platform for building and deploying V-commerce, or
voice-enabled e-commerce solutions. V-commerce solutions offer the convenience of
Web-enabled applications to telephone users. Edify is integrating Nuance 6, a scaleable
server-based natural language speech recognition software, into its enterprise
self-service solutions. Edify will now offer its customers speech-enabled solutions that
leverage their existing investment in Web and interactive voice response (IVR)
applications.
Lucent And Unisys Join Forces
Lucent Technologies and Unisys Corporation have teamed to integrate and jointly resell
their speech technology products. Together, Lucent and Unisys will simplify the
development of natural language speech telephony applications through an integrated
software package that will make speech systems more accessible to the broader market. This
offering is the first in a series of speech technology-related agreements between the two
companies. The integrated software package, sold by both Lucent and Unisys to speech
developers, combines Lucent's text-to-speech (TTS) and automatic speech recognition (ASR)
engines. The speech package will enable developers to reduce development time and will
enable faster deployment of speech-based applications. The combined speech package will be
targeted toward interactive voice response (IVR) and telephony platforms. Both companies
will grant licensing and distribution rights to participating platform providers.
POINT Announces Two Strategic Alliances
POINT Information Systems, Inc., a provider of enterprise relationship management
solutions, recently announced it has formed a strategic business alliance with Buffalo
International, the manufacturer of the Open Architecture Predictive Dialing Engine
(OAPDE). The companies will jointly market POINT's open integrated TeamPoint ERM solution
and Buffalo's Object Telephony Server to help organizations create customer-focused,
world-class call centers. The collaboration is intended to provide both companies'
customers with greater options and flexibility in their call centers, integrating sales,
marketing, customer service and back-office systems. Additionally, POINT has also
announced a partner relationship with IBM Global Services. Under the terms of this
agreement, the two companies will team up to deliver best-of-breed customer relationship
management (CRM) solutions. With IBM Global Services as a key services partner, POINT will
ensure reliable implementation of its TeamPOINT enterprise relationship management
solution. IBM Global Services will deliver business process reengineering, consulting,
software customization, integration and implementation services.
NetMind And NetIntel Sign Agreement
NetMind Technologies, Inc., a supplier of change detection solutions for the enterprise
and consumer markets, recently announced that it has signed an agreement with NetIntel,
Inc., a provider of business and competitive intelligence gathering tools and services.
Under the terms of the agreement, NetMind's Enterprise Minder Change Detection software
will be integrated into NetIntel's competitive intelligence subscription service, called
NetIntellifind, so customers can monitor extremely specific information on constantly
changing competitive and business-related Web sites and be notified via e-mail when
changes are made.
Comdisco And Call Interactive Forge Alliance
Comdisco Inc., a technology services company which provides infrastructure management and
optimization services, and Call Interactive, a provider of 800 number IVR services, have
formed an alliance designed to help organizations better manage unpredictable, unforeseen
and disaster-related situations. The recently announced agreement combines Comdisco's
worldwide disaster recovery capabilities with Call Interactive's extensive interactive
voice response (IVR) services. The intent of the partnership is to enable Comdisco to
better serve its customers by providing 24-hour, seven-day-a-week automated system
accessibility.
Sideware Installs Demo System In SAIC's E-Commerce Lab
Sideware has installed a demonstration version of Dr. Bean, an e-commerce storefront
solution and customer service tool, in Science Applications International Corporation's
(SAIC) e-commerce laboratory in McLean, Virginia. SAIC recently signed a marketing
agreement with Sideware to provide a framework to market Sideware's e-commerce products
and solutions to major companies and government agencies. Sideware is currently testing a
demonstration storefront solution showcasing Dr. Bean, a 100 percent Java-developed
service module. The storefront includes e-commerce components built with IBM middleware.
PORT Partners With 800 Support
PORT, Inc., a manufacturer of notebook computer cases and accessories, has partnered with
800 Support, a technical support services provider, to better serve PORT's customers of
its mobile computing accessories. The intent of the partnership is to provide PORT's
expanding customer base with more comprehensive, responsive customer service. 800 Support
provides telephone, fax, e-mail and Internet-based technical support, customer support and
professional services to a variety of businesses in a range of markets.
MarketSoft Teams With iMarket
MarketSoft Corporation, which focuses its business on lead flow optimization across the
extended enterprise, has announced a partnership with iMarket, a provider of
information-driven marketing solutions, to complement its enterprise marketing automation
(EMA) software. iMarket's Datastream technology will be embedded within MarketSoft's EMA
software currently being developed to expand and qualify the information on all leads and
avoid lead duplication. iMarket's Datastream allows MarketSoft an added advantage of
complete, automated research on-the-fly as leads are handled through the system.
Neuron Data Teams With IBM
Neuron Data, Inc. recently announced an initiative with IBM to integrate its ELEMENTS
ADVISOR business rules platform with IBM's MQSeries commercial messaging software. This
integration will result in ELEMENTS ADVISOR for MQSeries, a business rules platform for
customer relationship management. Through the marriage of the two systems, information and
processes can be intelligently integrated across the enterprise and with key partners' and
customers' systems. ELEMENTS ADVISOR allows MQSeries-connected enterprises to automate
processes that historically required human intervention, including the automation of
product selection advice, marketing initiatives, exceptional circumstance handling and
product configuration assistance.
Mosaix And Visual Electronics Announce Partnership
Mosaix, Inc. and Visual Electronics Ltd. recently announced a partnership agreement that
formalizes cooperation between the companies, ensuring that Mosaix and Visual Electronics
have significant access to one another's technical, sales, support and marketing
resources. This relationship extends the value of Mosaix's Call Management Systems (and
ensures the interoperability of Mosaix's systems with Visual Electronic's DIGITAL-FAX
Monitor System.) Visual Electronics provides electronic wallboard displays that are
typically used in large call centers to display statistics relevant to call center
performance. When used in conjunction with the Mosaix Call Management System, these large,
colorful displays give supervisors and staff immediate and continuous information on
inbound, outbound and blended call queue levels.
TSC Announces Alliance With CourseNet
Technology Solutions Company, a provider of business and technology consulting services,
has recently taken a minority interest in CourseNet Systems. The two companies agreed to
co-market their software and services for design, development, delivery, integration and
support of network-based training and knowledge management solutions. CourseNet's
CourseAdvantage application will address TSC's training and knowledge management goals by
storing content in an object database with versioning and check-in/check-out control and
dynamically delivering courses as HTML through a standard Web browser. Content objects can
be searched, edited, customized, reused or output to various formats, including the Web,
CD-ROM and print. Multiuser access will provide collaborative work group capabilities. The
application will provide course scheduling, course sign-ups, competency tracking, user
records and group performance statistics.
Peregrine Systems Partners With Motive Communications
Peregrine Systems and Motive Communications, Inc. have teamed up to provide an end-to-end
automated technical support solution designed to reduce call volumes, decrease problem
resolution time and improve service by extending automated support directly to users.
ServiceCenter, Peregrine's enterprise service desk application, and the Motive System, a
solution for support chain automation, are being integrated using Motive's Integration
Server, which enables the two products to work in concert and share critical support
information. The integration of the two products creates a technical support solution that
covers the full spectrum of the support life cycle, from capturing information about the
user's problem through resolution and closing of the support incident. The collaboration
enhances both the electronic support delivery, performed by the Motive system, and the
support tracking and management activities performed by ServiceCenter. |