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Best of CTI™ EXPO Fall '98 Award Winners

CTI™ Expo Fall '98, held December 1-4 in San Jose, California, was an outstanding success. One reason nearly 15,000 attendees crowded the Exhibit Hall floor was to learn about and purchase the products CTI™ Expo exhibitors were showing. The editors of C@LL CENTER Solutions, with the editors of our sister publications Internet Telephony and CTI magazine, plus the engineers of TMC Labs, spent two days pounding the cement of the Exhibit Hall floor to ferret out the Best of CTI™ Expo Fall '98. The winners, with a C@LL CENTER Solutions focus, are listed here for your reference. For a full list of winners, click here.

The Best of CTI™ Expo awards are given to companies that demonstrated outstanding products or services at the show. Participants were judged on technologic innovation, and judges placed an emphasis on feature sets, the ability to work with existing standards, and contributions to the development of future CTI, Internet telephony, and call center products and services. Make sure you visit our award winners, and the new round of award contenders, at CTI™ Expo Spring '99, to be held May 24-26 in Washington, D.C. For more information, visit the CTI™ Expo Web site at www.ctiexpo.com.

Acxiom Corporation
Acxiom InfoBase Profiler

Acxiom's new product, the InfoBase Profiler, is designed to profile incoming calls on the basis of telephone listing and demographic (household and census level) data. This information is delivered at the point of customer interaction via screen pop (which can be integrated into a call center application or prompt a script) to a call center agent, helping them to better target product/service pitches to callers. Acxiom Corporation provides a variety of data products, integration services, mailing lists, data warehousing and decision support services. For more information, call 501-336-2241 or visit www.acxiom.com.

The ALeSys Integrated Approach To Call Center Training

The ALeSys approach begins with an analysis of the call center's work procedures. ALeSys then observes the learners and trainers during actual training to determine the effectiveness of the current training design and delivery system, and the support systems to determine how well training is transferred to the job. AleSys then develops recommendations for improvements in the learning. Based on those findings, ALeSys will redesign current training, or develop new training to better accomplish business objectives. Next, the revised training program is piloted. The three remaining steps involve: training the trainers to teach and reinforce the redesigned program, the reinforcement and support of the learning while on the job, and finally, a measurement of the impact learning has had on the bottom line. For more information, call 352-336-8900 or visit www.alesys.com.

Arial Systems Corporation
The ArialView Awareness System

It's often difficult to get hold of the right person at the right time, especially in call centers - e.g., a manager is needed for dealing with an exceptionally difficult customer but cannot be located. Arial Systems has proposed an innovative solution to this problem with its ArialView Awareness System. It utilizes a network of small signal receivers called "Awareness Nodes" mounted throughout a facility. These nodes send a signal to a server called the Awareness Engine, which tracks employee-worn identification badges (they can also be affixed to hardware) that broadcast a signal to the Nodes every few seconds with their identity, location and availability information. The ArialView search feature provides the call center agent, for example, with the manager's current location and nearest phone extension to which the call can then be routed. For more information, call 888-973-9925 or visit www.arialsystems.com.

Aspect Telecommunications
Aspect ACD Software Release 7

In booth #330, Aspect Telecommunications featured the latest version of their ACD Software - Release 7. Release 7 is especially appropriate to CTI Expo, since its focus is on integration - for multisite and multisystem call centers, as well as for customer contact and handling methods, such as e-mail, Web, fax, and data. Aspect's Release 7 is based on standards such as SNMP and DHCP, and is designed to work on widely used and accepted platforms: Windows NT servers, Oracle databases, and Intel Pentium processors. For more information, contact Aspect Telecommunications at 408-325-2200, or visit their Web site at www.aspect.com.

Blue Pumpkin Software
PrimeTime Product Line

PrimeTime is designed to balance employee availability, agent preferences and staff specialization and skills with the customer service needs of the call center. PrimeTime Skills, for example, provides a skills-based scheduling engine to help you make efficient, effective and full use of your ACD and multi-skilled agents. The interface is intuitive and logical, facilitating the easy apprehension and configuration of the software thereby increasing your speed to implementation. Graphical performance reports also help make it easier to evaluate the effectiveness of your workforce and call center in keeping service at optimum levels. For more information, call 650-429-6300 or visit www.blue-pumpkin.com.

Buffalo International
Object Telephony Server (OTS)

Buffalo International's Object Telephony Server (OTS) allows for ACD, IVR and predictive dialing on an open architecture platform that integrates with third-party applications in the call center. At their booth, Buffalo International had a demo version of their OTS "Buffalo engine" running, showing how it is able to link telephones, workstations, servers and other applications in the call center via an Ethernet connection. OTS uses Dialogic hardware, is fully SCSA compliant and provides an API accessible from almost any computer platform. For more information, contact Buffalo International at 914-747-8500, or visit their Web site at www.opencti.com.

CellIT, Inc.
CCPRO - The Call Center Professional

Developed specifically for the call center industry, CCPRO's test-bed was one of the nation's largest service agencies. CCPRO, a standards-based client/server platform, replaces the numerous, disparate systems traditionally associated with inbound/outbound call center operations - e.g., predictive dialers, ACD/PBX, IVR, recording systems, CTI gateways, digital announcers, fax servers, voice mail - with one centralized system. CCPRO is an ATM-based solution that also provides unified SQL reporting, virtual call center capabilities, rules and skills-based routing, call recording and archiving, etc. For more information, call 305-436-2385 or visit www.cellit.com.


Customer relationship management (CRM) is a growing concern in business today. The call center, as the focal point for customer contact, is becoming increasingly instrumental in a company's CRM efforts. Cincom's Encompass is designed, in part, to make the information the call center acquires about customers available to the enterprise. Encompass' WorkFlow FrameWork, for example, enables call center agents to automatically launch tasks into predefined workflow processes, affecting other areas of the enterprise, right from their desktop. The Product Configurator is a rules-based engine that enables the definition of complex product and service configurations to assist agents in service and sales environments. The Customer Correspondence and Archiving component of Encompass enables agents to quickly customize standard document templates. For more information, call 513-612-2112 or visit www.cincom.com.

Communication Advice and Design
RouteMaster (RM) Report Manager

Communication Advice and Design (CAD) exhibited as a Lucent partner in booth #818. CAD offers call accounting/telemanagement software, a variety of billing packages, and state-of-the-art voice logging products (includes stations, trunks, and T-1s). Bart and Terry Ryan spent a good deal of time discussing the logging and monitoring market with one of our editors and offered their insight into the industry as a whole. CAD's products are unique, flexible, with distributed and/or centralized processing, provide LAN/WAN-IP, automated reports, security, and an unmatched search engine - all with CAD's proactive service. For more information, contact CAD at 818-591-3133, or visit their Web site at www.cad-routemaster.com.

The ALL-IN-ONE Call Center Solution

The Easyphone product is a suite of open software modules that include: CTI, IVR, intelligent routing (across distributed call centers, as well), call information screen pop to the desktop, scripting tools, real-time campaign monitoring and dynamic database management, three dialer pacing modes (power, preview and predictive), a Web access component for callback scheduling and VoIP, seamless connectivity to legacy systems and integration to relational databases, a call recording system and a module to expedite call wrap-up. Easyphone has created an impressive product suite which, since it's open and based on industry standards, can be integrated into existing call center systems, or third-party systems (as long as they conform to standard APIs) or fit into the Easyphone solution. For more information, call 408-965-5511 or visit www.easyphone.com.

eGain Communications Corp.
eGain E-mail Management System

Many companies are seeking a solution to the, now proverbial, e-mail headache. Many call centers are being tasked with the responsibility of handling and responding to those e-mails - eGain's solution is a great way for businesses to tackle those high e-mail volumes. eGain's intuitive, Web-browser-based user interface facilitates rapid deployment and supports remote workers. The heart of the system, however, rests in its automated response, rules-based routing engines as well as its knowledgebase of responses that can be used to further facilitate the speedy resolution of customer inquiries. eGain has also incorporated real-time management reporting and agent supervision tools. At CTI Expo, eGain also demonstrated a seamless integration with Remedy's call tracking system - if a customer were to call and e-mail regarding the same issue, the two records would be integrated, thus ensuring the customer received a single response to a single issue, helping to improve customer satisfaction and retention. For more information, call 408-737-7400 or visit www.egain.com.

Eyretel, Inc.

Quality customer service is of increasing importance - the consistent delivery of that service is also vital. Eyretel's QualityCall enables call center managers to address this concern. The system can be instructed to evaluate agents/calls based on application/database-derived parameters like customer account number, claims number, customer or inquiry type. QualityCall will record more calls than are needed for evaluation purposes. The selection parameters and profiles you defined will then be applied so that only those calls that best match your request will be selected. It will then incorporate an objective, consistent scoring system based on criteria you've determined. For more information, call 301-586-1900 or visit www.eyretel.com.

Genesys Telecommunications Laboratories, Inc.
Voice Treatment Option

A software-based solution, the Voice Treatment Option provides two key voice processing capabilities. The first, pre-routing information collection, enables a company to gather information about callers (e.g., account numbers, menu selections) and forward this information to the Genesys Interaction Router, where it can be used to make more effective routing decisions. This option is effective for menu/service selection and caller entered digit/data collection. The second capability, queuing call treatment, allows a company to apply a variety of voice treatments to calls which are being "held in queue." These treatments can be directed based upon caller characteristics (e.g., language spoken) and can include more sophisticated messaging such as informing callers of their position in queue. For more information, call 415-437-1100 or visit www.genesyslab.com.

GeoTel Communications Corporation
Intelligent CallRouter (ICR)

Many companies are finding that a distributed/virtual call center environment makes sense. The challenge, however, lies in ensuring that these multiple points of presence function as a single, unified organism. GeoTel's ICR, creates an enterprisewide, customer interaction platform by integrating multi-vendor, geographically distributed networks, ACDs, IVRs, Web servers, databases, desktop applications and other resources, which helps to surmount that challenge. Calls are routed as efficiently as possible given call center load conditions - referred to as Pre-Routing. The ICR can also route calls that originate from a customer's private network of ACDs, PBXs and IVRs. Thus applying the same call routing intelligence used in the Pre-Routing of calls to calls flowing between sites, transferring between agent groups, or transferring into or out of IVRs - referred to as Post-Routing. The ICR also provides for comprehensive, consolidated, real-time and historical performance reporting and call detail across all of the monitored platforms. For more information, call 978-275-5149 or visit www.geotel.com.

GN Netcom, Inc.
Profile SureFit

Call center agents are, obviously, a vital part of any CRM strategy a company may embark upon. By implication, therefore, the equipment those agents use everyday becomes important as well - ergonomic products shouldn't be seen as accessories, but as necessities. GN Netcom's Profile SureFit is a perfect example of a well-designed, comfortable on-the-ear headset that will help make the working existence of a call center professional much more enjoyable. Profile SureFit uses a pliable, high-tech composite material (like a strong putty that retains the shape it's given) which users can mold to suit personal preference. It also features an omnidirectional, noise-canceling or ultra-noise canceling microphone, a ratcheting boom (fixed or flexible) and a click-stop headband. For more information, call 800-826-4656 or visit www.gnnetcom.com.

Hammer Technologies
Hammer ISGII

Hammer Technologies had perhaps one of the busiest booths of the show, but they still had time to discuss their newest testing technology with our editor. The second-generation Integrated Stress Generator (ISGII) is a high-volume call generator that stress tests telecommunications and CTI systems, including voice over network applications. Hammer offers standards for voice and data test solutions in the telecommunications industry, including VoIP, call centers, intelligent networks and CTI. Capabilities include load testing, feature testing, regression testing and in-service surveillance, and network monitoring. For more information, contact Hammer at 978-694-9959, or visit their Web site at www.hammer.com.

IMA SoftDial Plug-In

IMA SoftDial Plug-In, a software-based predictive dialing algorithm that runs on a Windows NT-supported PC server, allows call centers that have standardized on Lucent G3 or Aspect ACDs to generate outbound, predictive calls by dialing through the switch. This helps call centers leverage their investment in the ACD switch and eliminate the need for additional trunk lines to support a separate predictive dialer unit. It also eliminates the need for MIS to integrate and support yet another piece of hardware. For more information, call 203-925-6800 or visit www.imaedge.com.

Interactive Intelligence
Enterprise Interaction Center

At any show where Interactive Intelligence is an exhibitor, they are inevitably one of the busiest booths on the floor. There was no exception to this rule at CTI EXPO, and our editors even had trouble finding an opportunity to speak with their show personnel. However, the reason for this busy-ness is clear: Enterprise Interaction Center (EIC) is an innovative product that integrates the functions of an ACD, IVR and VRU within a PC-based PBX to provide a single point of access to the call center for all customers, regardless of the contact media chosen. EIC is now in version 1.3, which is designed to work with distributed call centers, and which includes the capability for remote administration and reporting. By providing a single multimedia inbox for access to call center personnel through e-mail, voice mail, fax and the Web, EIC is a product that continues to push development throughout the CTI and call center industries. For more information, call 317-872-3000 or visit www.inter-intelli.com.

Kana Communications
Kana CMS 3.0

Kana CMS 3.0 is comprised of several components. Kana Mail is the inbound customer e-mail management application; Kana Control is the administration module for Kana CMS; and Kana Reports translates raw customer data into valuable management information in a variety of easy-to-read formats. Kana Reports enables users to run ad hoc queries and customized reports. Kana Classify analyzes and classifies message content and then automatically takes the appropriate action, such as automatically responding or routing the e-mail to a customer service representative to verify or modify the response. Kana Link, the integration component, enables multi-tier integration at the client, server and/or database levels. Through Kana Link, Kana CMS integrates with existing e-mail servers and/or clients, call center technologies, billing systems, customer relationship management systems, and FAQ or product databases. New enhancements to the core Kana CMS 3.0 functionality include the addition of a Web browser interface, a more scalable, Web-based architecture, and advanced administration tools. For more information, call 650-325-9850 or visit www.kana.com.

MATRAnet, Inc.

MATRAnet demonstrated a Web-based communication software, M>WebTouch, a product that promises to convert elusive Web visitors into electronic business customers. The product's approach is to emphasize the human touch, that is, to provide Web visitors easy access to live agents, by e-mail, electronic chat, voice over IP, or videoconferencing. Thus, MATRAnet combines the presentation advantages of the Web with the rapport-building potential of the traditional call center. (An exciting mix, one which we expect will characterize the future development of e-commerce.) Written entirely in the Java programming language, M>WebTouch is designed for deployment on any platform, and for seamless integration with existing systems and legacy databases. For more information, call MATRAnet at 650-919-3983 or visit the company's Web site at www.us.matranet.com.

MCK Communications
MCK EXTender

MCK Communications is a leader in remote voice technology and a manufacturer of remote access solutions for call center agents, telecommuters, and branch offices. By providing simultaneous voice and data connectivity to the PBX and LAN over one line, MCK EXTenders create a "virtual office" for teleworkers. At MCK's booth, the demo of EXTender allowed for outgoing calls to be placed through MCK's office PBX back in Massachusetts, gaining all the call control functions of the office system from the remote location in San Jose. For more information, contact MCK at 617-454-6112, or visit their Web site at www.mck.com.

Melita International
Enterprise Explorer

With its Enterprise Explorer, a contact management software, Melita offers call centers a way to create seamless, cohesive, and thoroughgoing contact strategies. Specifically, Enterprise Explorer provides centralized control and resource routing for multiple, geographically distributed call centers. That means the software can help companies proactively contact many customers and prospects in the most economical way by automatically routing contacts to sites with the available agents (and the data and technology) to best handle the work. Thus, even a far-flung, multi-site call center can leverage all of its many resources, and act as a cohesive whole. Products such as Enterprise Explorer mean that organization for the call center needn't depend on the exigencies of space or geography. Rather, organization may be a matter of business rules and procedures, which can be inspired by business goals. These rules and procedures just have to be executed by the appropriate technology. For more information, call Melita at 770-239-4000 or visit the company's Web site at www.melita.com.

Mosaix, Inc.
TM Express

A turnkey suite of applications, TM Express presents call centers with a convenient option for the creation, operation and management of an outbound telemarketing operation. The package includes list management, predictive dialing, graphical scripting, monitoring and reporting. Thus, Mosaix has all the elements an outbound operation needs to perform its key goals: make connections and produce results. For example, TM Express maximizes the likelihood of connections by allowing the call center to choose which records it wants exported for use by the dialer, and by including voice detection technology that eliminates more than 97 percent of busy signals, voice mail, pages, faxes, etc. In addition, call centers can take advantage of TM Express' campaign design tools, and a scripting application that provides real-time access to a wide variety of relational databases. Finally, the suite's monitoring component lets the call center track such activities as live connect percentages, right-party connects, agent productivity, sales per hour, and progress toward campaign goals. For more information, call Mosaix at 510-749-6300 or visit the company's Web site at www.mosaix.com.

Mustang Software, Inc.
Internet Message Center

Mustang Software's Internet Message Center (IMC) is an intelligent e-mail management system, is designed to provide sophisticated management capabilities for e-mail workflow in mission-critical, high-volume call center operations. With a product such as IMC, a company can manage incoming corporate and customer e-mail the same way it handles its inbound phone calls - with logic, responsibility, structure, real-time management and detailed reporting.

IMC represents a new product category, one that addresses the increasingly frequent (and even desperate) complaints that e-mail traffic is growing to unmanageable proportions. What's especially interesting about IMC is that it is based on a modular architecture, one designed to support seamless integration with back office and front office applications and databases, enterprise knowledgebases, workforce management solutions, and CTI middleware applications for screen pops and multimedia blended queuing to customer service representatives. For more information, call Mustang Software at 805-873-2500 or visit the company's Web site at www.mustang.com.

Noble Systems Corporation

Noble Systems, consistent with its focus on predictive dialers, blended systems, and digital recording, demonstrated its ATOMS (Automated Telephony Organization Management System), a turnkey package that includes hardware, software, applications, reporting, and a relational database. With ATOMS, Noble Systems emphasizes a modular, customizable approach to call center technology. Specifically, ATOMS begins with a core, open architecture (Dialogic, Intel, UNIX, and Informix) that may be configured according to client specifications.

Of particular note is the ATOMS Graphical Manager, a real-time, on-line management and reporting tool for agent, campaign, and list statistics. As the name suggests, the Graphical Manager allows the supervisor to monitor and generate reports on all call center activity. But the Graphical Manager also has a less obvious but perhaps more important attribute. That is, it enables the supervisor to immediately act on call center intelligence. Supervisors may assign stations, lines and applications; switch agents from inbound to blended; add a new list; set up a campaign, etc. - all without shutting down the dialer or requiring agents to log off. For more information, contact Noble Systems at 404-851-1331 or visit the company's Web site at www.noblesys.com.

Nortel Networks
Symposium Internet Call Center

The portfolio of products comprising the Symposium Internet Call Center offering consists of: Symposium Call Center Server, Symposium WebResponse Server, Symposium Agent, Symposium IVR and Symposium TAPI Service Provider, all of which can be used with either Centrex or PBX solutions. At CTI Expo, Nortel demonstrated an example of how these separate systems can be effectively deployed by creating a scenario in which fictitious travel agency (called Hot Tropics) needed to handle multiple media to service a customer's requests. The demonstration combined voice, fax, data and the Internet and to demonstrate how agents can easily alternate between calls, fax processing and e-mail requests. For more information, call 408-565-2835 or visit www.nortel.com.

Phonetic Systems
Phonetic Operator

Phonetic Systems specializes in the development and deployment of speech-enabled, telephony-based directory search products. One such product, PhoneticOperator, is engineered specifically for very large directories, and its unique algorithms are designed to promote high accuracy (and speed) - even in less-than-optimal circumstances, that is, even when users provide ambiguous voice input such as accented speech, mispronunciations, names that sound similar or may be spelled in different ways, and speech obscured by line or background noise. Another distinctive attribute of PhoneticOperator is its scalability. While the product can accommodate directories containing hundreds of thousands of names, it can also scale to work with relatively small directories. For more information, call Phonetic Systems at 781-229-5823 or visit the company's Web site at www.phoneticsystems.com.

POINT Information Systems, Inc.

POINT Information Systems, which specializes in enterprise relationship management strategies and improving customer interaction center operations, demonstrated its TeamPOINT solution, one of the first complete customer interaction product lines with modules for marketing, sales and customer service for an enterprise environment. Basically, TeamPOINT is an integrated desktop suite. The modules are designed to work together - to eliminate the walls between sales, marketing, customer care and automated back-office systems, and to help companies more effectively and cost-efficiently identify, win, retain, and service loyal customers. For more information, call POINT Information Systems at 781-416-7900 or visit the company's Web site at www.pointinfo.com.

Quintus Corporation
Nabnasset CTI

A key challenge for many call centers is the qualification and routing of customer calls. Ideally, calls should be directed to the resource best able to answer them. That's why Quintus's Nabnasset CTI captured our attention. This software uses computer telephony integration to manage workflow across different platforms, operating systems, and communications hardware. Nabnasset CTI's core functionality provides voice and data collection, mapping and reporting; event monitoring and alarming; and directory services. Additional modules provide recall functionality; personalized call flows (based on ANI and DNIS and provided by information from relational databases); connectivity to network elements such as PBXs, ACDs and IVRs; and licensing options for WAN implementations. For more information, call Quintus at 510-624-2883 or visit the company's Web site at www.quintus.com.

Racal Recorders, Inc.
RecorderLink 98

With RecorderLink98, Racal Recorders has introduced a product that promises to meet the recording needs of a variety of organizations, from companies which record selectively, for quality assurance programs, to companies which record exhaustively. In the latter case, record retrieval usually becomes more demanding, which is why RecorderLink 98 includes an enhanced search mechanism. Actually, RecorderLink 98 comprises three software components. The Call Concentrator server component interfaces to the switch and collects call information. The Call Concentrator module is responsible for controlling the recorder. (Check out Racal's Wordnet Digital Recorder.) And the Query module provides for security and administration (in the standard version) and for agent scoring and screen recording (in the professional version). Racal Recorders offers up to 96 channels of digital recording with Wordnet. Unique connections to digital telephone systems and RecorderLink 98 allow full integration into the CTI network. For more information, call Racal Recorders at 703-709-7114 or visit the company's Web site at www.racalrecord.com.

Redwood Technologies
RT Sinfonia

Providing solutions to telcos and call centers in over thirty countries, Redwood is one of Europe's leading CT providers, and their appearance at CTI Expo in San Jose is part of their entry into the U.S. market in 1999. Redwood's products include the RT Sinfonia set of system development tools, made up of Composer, Performer, and Conductor. A demo of Composer - the rapid application development environment - was quite impressive. Development with the GUI is simple and clear, with designers combining Action Cells into a flow chart to string together events and processes, such as answering calls or querying a database. For more information, contact Redwood Technologies at +44-1344-304344, or visit their Web site at www.redwoodtech.com.

Rockwell Electronic Commerce
Call Center Command Server (3CS)

Rockwell Electronic Commerce, formerly Rockwell Electronic Commerce Division, is a leading supplier of automatic call distributors (ACD), CTI, agent desktop workstation applications and information collection, reporting and management tools for companies conducting critical customer interactions over the telephone or Internet. Rockwell EC offers a complete range of products and services to provide solutions to all areas of any size call center operation. Managing call center information, improving agent productivity and tracking agent activities all provide management with the tools to create an efficient and productive call center. EC's comprehensive CTI offerings for integrating voice and data also brings increased productivity to any size call center. Since inventing the Automatic Call Distributor over 25 years ago, Rockwell has evolved with business and industry by offering an ever-increasing range of customer contact technologies, including introducing intelligent overflow routing in the late '70s; CTI as far back as 1983; ISDN capabilities in the mid-'80s; and complete end-to-end CTI services in the early '90s. Rockwell continues to lead the way with innovations in management information collection and output, desktop applications, as well as Internet telephony and electronic commerce solutions. To Rockwell's credit, the company recognizes the importance of strategic partnerships and business alliances with other industry leaders, and is aggressively developing relationships with vendors with complementary product and services offerings which enable Rockwell to meet the expanding requirements of the dynamic call center marketplace and provide customers with best-of-breed solutions. For more information, call 800-416-8199, or visit www.ec.rockwell.com.

Simware, Inc.

Salvo, an enterprise-to-extranet solution, integrates Web and call center functionality. Using Salvo to create custom call center applications, companies can integrate information from any data store, avoid duplication, speed deployment, mine customer databases, cross-sell services, do real-time updates, instantly communication promotions, and allow customers to serve themselves over the Internet. The product is designed to provide security, control and predictability to extranet applications based on enterprise data systems. Whether for call center or other applications, Salvo's three-tier component-based architecture allows companies to deliver value, reduce cost-of-ownership and plan the future growth of business Extranets with confidence. For more information, call Simware at 613-228-5157 or visit the company's Web site at www.simware.com.

SiteBridge Corporation

Dedicated to enhancing human interactions within the online sales channel, SiteBridge has issued a revised version of its CustomerNow product, a modular, enterprise-class software system that brings telesales professionals together with customers over the Internet. The new release, version 2.0, is built on the strengths found in earlier versions of the product, including escorted browsing, screen pushing, automated response, reporting, and follow-up mechanisms, as well as SiteBridge's patented WorksEverywhere technology, which enables CustomerNow to work in virtually any Web browsing environment. New features in version 2.0 include support for both one-to-one and multi-participant meetings, integrated screen capture and display for application sharing, and a Web qualification module that analyzes and routes customer requests from a Web site. For more information, call SiteBridge at 212-645-8700 or visit the company's Web site at www.sitebridge.com.

smallwonder! softworks, Inc. (SSI)

A call center management system which stresses openness, XChange is designed to free call centers from proprietary installation, data formats and support requirements. Since the system is based on PC hardware and has a client/server architecture, call centers can install it on existing networks and take advantage of off-the-shelf products from industry leaders like Microsoft, Intel, Novell, and Dialogic. Not only can call centers avoid the costs of proprietary components, the system can enjoy the economies of starting small and scaling upward gradually, growing to hundreds of workstations. XChange offers blended inbound/outbound call processing and powerful scripting and data management. Other features include conference calling, digital voice recording, list management, and reporting. For more information, call smallwonder! softworks at 703-771-3333 or visit the company's Web site at www.smallwondersoftworks.com.

TelAthena Systems LLC

TelAthena's new scripting product, TelAthena, is accessible over the Internet, allowing the Web surfer to interact with the same script as call center agents. And, if the caller chooses to talk to a call center agent, the telephone link is established by the application itself. Regardless of whether the customer interaction is mediated by a live agent (using character-based terminals or TelAthena's GUI front end), or whether it is conducted in a self-service mode (by a visitor at a Web site), all data collected during the call resides in a single knowledgebase, for immediate query and reporting. Any call center equipped with TelAthena's scripting tool can develop an application which will run on a dumb terminal, a Windows PC, or within a Web browser on a thin client. For more information, call TelAthena at 888-777-7565 or visit the company's Web site at www.telathena.com.

Willow CSN

Willow CSN proposes a unique solution to many vexing call center workforce challenges, including staffing the call center with the appropriate number of agents, despite fluctuations in call traffic, and recruiting sufficiently qualified agents, despite the need to draw on a limited talent pool, that is, talent within commuting distance of call center sites. Willow's answer to such problems is the CyberCenter, which is a call center staffed by CyberAgents, professional independent contractors who work as "1099" employees. CyberAgents, who are linked via a CyberAgent network, are trained and certified in the protocol of each of their clients. These agents form a new, virtually unlimited pool of workers who thrive on the freedom and responsibility of remote, independent work for a variety of clients. Ultimately, the CyberCenter introduces a new dimension to the call center. CyberCenters can be virtually any size, and can take advantage of high-caliber CyberAgents, who can work on a highly flexible, as-needed basis. For more information, call Willow CSN at 888-899-5995 or visit the company's Web site at www.willowcsn.com.

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