May 2000
HotData Launches e-Luminate Services
HotaData, Inc., a provider of customer intelligence that supports
one-to-one marketing activities for traditional sales/marketing and
e-business, introduced a pair of Internet-based services, Web e-Luminate
and Marketing e-Luminate. Both services are customizable and consolidate
data from many sources. Web e-Luminate is designed to deliver business
profiles, consumer demographics and profiles and address verification from
multiple data providers into Web sites in real-time. The company said that
the product is intended to verify postal delivery information, increase
online conversions (turn browsers into buyers), eliminate false leads,
improve and prioritize lead quality and accelerate the online sales cycle
at the point of customer contact. When a customer enters an address, the
Web site checks the address with the HotData Center, HotData's
Internet-based data warehouse, containing business and consumer
demographic profiles from several leading data providers. If the address
is valid, HotData returns associated demographic or company information to
its client. An invalid address causes a notice to be issued to its
client's site. The company said that typical query time is one second.
Marketing e-Luminate is designed to integrate with a company's
customer/prospect database and provide prospect intelligence, prioritize
leads, reduce system downtime and improve up- and cross-selling for
increased customer lifetime value. Marketing e-Luminate is available with
native support for Pivotal and generic ODBC support for many database
engines, such as Oracle, Microsoft Access, SQL Server, etc. Once
installed, the product connects over the Internet with the HotData Center.
Marketing e-Luminate then takes the predefined, appropriate data into a
client's database.
No. 510, www.ccsmag.com/freeinfo
DeskStand 400 Series From Ergotron
Ergotron, Inc., a manufacturer of ergonomic computer mounting
products, designed the DeskStand 400 Series to enable multiple operators
to easily position the height and angle of flat panel monitors for comfort
and ease of viewing. The company said that its patented Adjustable
Rotating Mounting Solution (ARMS) technology counterbalances the weight of
the monitor, allowing easy movement while maintaining position. Four
points of rotation maximize adjustment, and the internal cable channel
conceals and routes cables for a neater work area. Ergotron also makes
ceiling, wall and floor-mount solutions designed for efficient use of
space and ergonomically adjustable equipment access.
No. 511, www.ccsmag.com/freeinfo
NexCen Unveils EnvoyWeb For Online Customer Care
NexCen Technologies, Inc., a provider of e-process solutions for
the Internet economy, introduced EnvoyWeb, an Internet-enabled customer
care application. EnvoyWeb is an interactive, online account management
solution that aims to provide customers with real-time account
information. Designed for the telecommunications and energy markets, the
solution is intended to enhance customer service by allowing service
providers to interact with their customers on the Web. EnvoyWeb integrates
with a service provider's Web site: browser-based, it enables single
screen consolidation of customer billing orders and repair status.
EnvoyWeb includes a centralized customer database with a decision support
engine that receives customer requests over the Internet and intelligently
routes them to the appropriate back office system. In addition, service
providers can utilize EnvoyWeb on an Intranet to obtain a history of
individual customer transactions. EnvoyWeb also features a "call
me" button, which is a hyperlink to service and support staff.
EnvoyWeb is delivered with key operational support system (OSS)
application interfaces.
No. 512, www.ccsmag.com/freeinfo
Epicor Introduces PFWeb Decision Support
Epicor Software Corporation, a provider of integrated enterprise
and e-business software for mid-market companies, announced the
availability of PFWeb Decision Support. Epicor said that it is an Internet
business application developed as an add-on for its Platinum for Windows
suite of applications. The product is meant to deliver self-service access
to Platform for Windows' front- and back-office business applications.
PFWeb Decision Support gives users real-time access to Platinum for
Windows data, integration with Microsoft Word and Excel and "drill
down" access to accounting and customer information through an
intuitive point-and-click interface. Companies can also make account
information available to their business partners via a secure Extranet,
while the core data remains safely behind a firewall. PFWeb Decision
Support includes order status, accounts receivable and payable queries
that provide access to critical business information. Open database
connectivity (ODBC) support lets companies Web-enable other data sources,
and PFWeb Decision Support can act as a portal for an integrated view of
Platinum for Windows and other business data.
No. 513, www.ccsmag.com/freeinfo
Centergistic Releases AgentView Enhancements
Centergistic Solutions, a provider of real-time communication
management products and services, announced the release of new components
for AgentView, its software product for customer contact centers.
TickerTape, a new application of AgentLink, Centergistic's screen pop-up
display, is available with AgentView. TickerTape displays information in
the form of a scrolling 'ticker tape' on an agent's desktop. The display
is configurable and provides real-time updates. TickerTape comes with a
multiline display and a flexible layout feature that allows users to
define which data elements they wish to view, and set speed, direction and
length. Additionally, Centergistic has released an ActiveX version that
provides all of TickerTape's functionality that can be embedded in other
applications. Another new AgentView system option is PageBreak, designed
to provide instant communication of real-time data and messages to the
right individual at the right time. Different types of data and
corresponding thresholds can be defined and sent to individual e-mail
addresses, cellular phones or pagers. Key individuals see only what they
need or want to see, and individuals or groups of recipients can be chosen
as the destination for a message or real-time data. Centergistic said that
additional enhancements are planned for AgentView in the near future.
No. 514, www.ccsmag.com/freeinfo
AVA INTRO II For Small Business
AVA Technology, Inc. recently unveiled INTRO II, its latest
voice-processing product for the small business market and corporate
branch office operations. The company said that the product incorporates
several of the features of its larger 100XL system, such as a programmable
automated attendant with multitenant support, overhead paging, call
queuing, auto fax detect and routing, voice messaging with urgent and
private messages, relay paging and AVA's TRACKER and Time Tracker message
notification. The product is a complete PC-based system available in 2- or
4-port configurations and is equipped with 80 hours of message storage,
integration support for over 250 different phone systems and has a
dual-screen remote administration and diagnostics capability.
No. 515, www.ccsmag.com/freeinfo
IPBXPhone From UniData
UniData Communications Systems, Inc. recently introduced IPBXPhone,
a PBX-like telephone that can be plugged directly into an Ethernet jack.
The phone is designed to provide the business-quality audio of a
traditional PBX phone, but does not require a PC. The IPBXPhone is an
IP-based telephone that can be installed anywhere in a LAN/WAN IP network.
Features include: VMS/Auto Attendant; digital answering machine;
hearing-aid-compatible handset; volume control buttons for speaker phone,
headset, handset and ringer volume; address phone book capacity of 1Mbyte;
14 programmable line and feature buttons; internal two-way speaker phone
with microphone mute; and a 100-character, LCD tilt-screen display. The
display provides features such as date/time, calling party name and number
and digits dialed.
No. 516, www.ccsmag.com/freeinfo
Task Lighting From Waldmann
Employee eyestrain and fatigue are among the consequences of
viewing a display screen for long periods of time. Glare minimization and
the fact that individuals require different intensities of light are two
additional considerations when selecting lighting. Waldmann Lighting
offers its solution with its "Geneva" task light. Part of
Waldmann's Euro-Select series of lighting, the Geneva is designed to
provide glare-free light with a built-in parabolic louver, intended to
limit the exit angle of emitted light and direct it specifically to areas
that need illumination. A soft light black louver is also available to
soften light contrasts in darkened rooms, which aids in eliminating
illumination into surrounding work areas where light is unneeded. A
3-position switch allows users to choose between different lighting
levels.
No. 517, www.ccsmag.com/freeinfo
Aegis Introduces e.Care.plus
Aegis Communications Group, Inc. released a suite of Internet
customer care services, called e.Care.plus, meant to provide enhanced
customer response through client company Web sites. Aegis, a provider of
integrated customer solutions, said that its e.Care.plus offering is
designed to assist its clients in several areas, such as high-value
customer retention, tailoring promotional offers, identifying cross-sell
opportunities, developing early indicators of customer attrition and
anticipating buying cycles and responding with targeted programs. One of
the more interesting components of the suite is e.Decision.plus. It
provides real-time, Web-based data that tracks customers' interactions
with a client's Web site. By linking this analysis to proprietary
databases and statistical analysis software, e.Decision.plus creates
aggregated customer profiles and behavior models intended to better focus
marketing programs. The component aims at meeting clients' needs for
real-time customer segmentation, analysis and trending. Aegis develops,
markets and maintains customer databases as part of e.Decision.plus,
utilizing the resources and experience of Elrick & Lavidge, its market
research division. Other components of e.Care.plus include e.Text.plus, a
secure chat window that allows customers and agents to conduct one-to-one
chat; e.Push.plus, which allows an agent to send interactive or response
Web pages to a customer; and e.Voice.plus, enabling a live voice
conversation with an agent when a customer clicks an icon on a Web site.
The customer can choose either a live conversation or a scheduled
callback.
No. 518, www.ccsmag.com/freeinfo
EIS Releases CPS Version 6.0
Call center technology and solutions provider EIS International,
Inc. announced the availability of version 6.0 of its Call Processing
System (CPS) call management system. Among the features and enhancements
is an optional Jcode interface that provides users with access to an
extensive Java application programming interface (API). The Jcode option
can provide access to a variety of third-party interfaces, such as
database connectivity and network access. It is designed to enhance
scripting and rules files capabilities, provide access to external SQL
databases, improve data loading, enable real-time sales fulfillment and
integrate back-end processing. CPS Version 6.0 also introduces external
transfer and conferencing for inbound campaigns. The feature enables an
agent to dial out to an external number through the system and engage in a
three-way conference, place either party on hold or transfer the call,
leaving the other parties connected.
No. 519, www.ccsmag.com/freeinfo
eRMNow! Available From Neteos
Neteos, Inc. sees a significant gap between large and expensive
legacy client/server systems and small, limited contact management and
sales force automation tools. In response, it recently launched eRMNow!, a
Web-hosted, enterprise-class relationship management service. eRMNow! aims
to provide the means for businesses of all sizes to use the Internet to
effectively manage the entire spectrum of customer interactions throughout
sales, marketing and support functions. The company said that the service
can be deployed as a turnkey solution that requires no "up
front" capital investment or internal technical resources. eRMNow! is
intended to allow organizations of any size to quickly deploy a complete
relationship management solution without investing in hardware, software
or implementation services. Neteos said that it provides no-charge
implementation and personalization of eRMNow! to ensure that the service
addresses the unique needs of any organization. Features include
technology meant to enable customization of a company's business processes
and its Web site interface; integration capabilities for combining sales
leads and support call information from a company's Web site; Neteos'
Active-Web self-support component, designed to provide responses over the
Web or through traditional channels; and local, Web-connected access or
remote capability with desktop synchronization. Enterprise-wide CRM
functionality is built into three modules (sales, marketing and support)
that may be integrated into a company's service solution or used
independently. eRMNow! is integrated with Microsoft Office applications,
meant to enable users to schedule activities and messaging in a familiar
application environment. Technical support is available from Neteos
directly through its Web site. The service is offered at a per-seat
monthly subscription fee that varies according to the magnitude of the
service suite selected.
No. 520, www.ccsmag.com/freeinfo
Visual Rule Studio Version 2.0 From Rule Machines
Rule Machines Corporation released Version 2.0 of its business
rule developers' suite, Visual Rule Studio. Visual Rule Studio is designed
so that Visual Basic developers can incorporate business rules as integral
components of their e-commerce and n-tier enterprise applications. The
company said that Version 2.0 provides dynamic rule generation and
expanded database facilities so that business policies can be captured and
managed in real-time. This latest version also offers stand-alone rule
development and a test environment for developers who wish to work
independently of Visual Basic. By isolating business rules as component
objects (separate from business objects and application logic) it allows
business managers and developers to leverage the productivity of any
Windows 95/98/2000/NT component-oriented development tool. The intent is
to provide flexibility for rules changes that are often embedded in
software code and accessed with difficulty. Rule Machines said that, with
business rules implemented as separate automated processes, companies can
better respond to market opportunities.
No. 521, www.ccsmag.com/freeinfo
TruePoint Desktop Software For The Call Center
The Maxxar Corporation, a provider of computer-telephony
integration solutions, introduced TruePoint, integrated software designed
to guide call center agents, and help improve customer retention efforts
and profitability. The desktop display is divided into two windows, or
"panes," intended to offer flexibility in providing information
and agent use. The left window displays dynamic script and agent
instructions based on the specific caller and also serves as a browser so
that it can link to HTML documents, including Web pages outside of the
system. The company said that, in a typical installation, the left window
is used to display cross-sell scripting or campaign information. TruePoint
prompts the agent to use predefined scripts, tracks to see if customers
have received any specific scripted "pitch" and, if so, how they
responded to it. The right window displays selected fields from any
ODBC-compliant database. The window can be used to set up relationship
management history, contain real-time information about the caller, create
a survey or application form for the agent to use, etc. As the
agent/caller dialog progresses, the agent can move between panes,
depending on what service the customer needs. TruePoint also offers an
administration module for custom script and pane design. The product's
document editor provides agent scripts in a variety of layouts.
No. 522, www.ccsmag.com/freeinfo
SureSource Provides Virtual Direct Selling Solution
SureSource, a provider of online retail sales and exclusive vendor
services for consumer goods manufacturers, offers a solution to
manufacturers' direct sales efforts on the Web. SureSource aims to allow
manufacturers to bypass the need to establish and maintain their own
e-commerce operations by providing each brand with its own Web retail
outlet, at no cost to the manufacturer. The company said that customers of
brick-and-mortar and e-commerce companies have not been reliably connected
to their desired products because of seasonal and/or regional distribution
and inventory practices. SureSource buys and stocks a manufacturer's full
product line and internally handles logistics from an in-house
distribution center. Sales support is provided for each Web store through
its call center. The entire operation is linked via integrated inventory
and order management software. SureSource does not discount the products
that it sells, preferring to ensure that prevailing retail price
structures are maintained and that the brick-and-mortar channel is not
undercut.
No. 523, www.ccsmag.com/freeinfo
Digital Lava Delivers A HotFoot To Businesses
Digital Lava Inc., a communications applications service provider
(ASP) of streaming media solutions for the business-to-business market,
recently announced the beta release of two products, HotFoot for Microsoft
PowerPoint and HotFoot Host, communications tools intended to bring
streaming media publishing to corporate desktops. The two products are the
first in a series of products developed to provide greater impact for
users in their communications. HotFoot for PowerPoint is designed as an
add-in that integrates into the application and enables users to create
their own Web-based presentations with streaming audio. The product does
not require any special software for recipients, just a Windows Media
Player and a browser. HotFoot Host is a secure, online service intended to
provide users with the ability to manage and host their HotFoot
presentations from any Web-connected computer. The company said that the
HotFoot product line aims to give enterprises of any size the tools to
create streaming media communications that speak persuasively to clients,
prospects and colleagues. The beta versions of the products were released
to select clients and media. Digital Lava plans to make both products
available to the general market this month.
No. 524, www.ccsmag.com/freeinfo
Call Auditor For Small Business From Viking
Viking Electronics introduced its CA-4 call auditor. The device is
designed to work with any analog phone system, and can monitor and record
call activity on up to four lines simultaneously. The device records the
number dialed, time, date and length of the call. On incoming calls, the
unit tracks the date, time and length of call. The CA-4's storage buffer
will hold up to 1,820 entries. The built-in RS-232 data port (RS-232 cable
not included) can download the stored information in ASCII delimited text
file format to a PC or column format to a printer. The CA-4 can be used in
small business applications, such as call tracking, traffic pattern
analysis and phone security. The CA-4 attaches in parallel to existing
phone lines.
No. 525, www.ccsmag.com/freeinfo
Toshiba America Information Systems, Inc. announced that Paul
Wexler was promoted to executive vices president. Wexler, who has been
with the company for 16 years, was previously senior vice president of the
company's communications information group. He will continue leadership of
the group. Wexler also serves on the board of directors for the MultiMedia
Telecommunications Association.
PFSweb, Inc. has appointed Michael Willoughby as vice
president of e-commerce technologies. Willoghby is the founder of Design
Technologies, Inc., the co-developer of PFSweb's e-commerce software
engine. The company also announced the promotion of Valarie Remmers
to vice president of information technology. Remmers was most recently
director of IT.
Goldmine Software Corporation announced the appointment of Larry
Twersky as president of its CRM division. Twersky is the principal of
Corporate Computer Center, one of Goldmine's solutions partners, and is
chairman of Goldmine's Channel Partner Advisory Council. Edwin Gear
was named as president of its IRM division. Gear is a senior executive and
a member of the board of directors of Goldmine's majority shareholder,
Ixchange Technology Holdings Limited, and is currently responsible for
Goldmine's operations throughout Africa. Additionally, Goldmine announced
that it accepted the resignation of its current president and CEO Vance
Brown. Brown has decided to spend more time with his family and devote
his energies to the nonprofit organization that he recently founded. He
will continue to act as a consultant for the company. John Hillyard,
chief financial officer for the company, will act as CEO until a
replacement is found.
Aspect Communications Corporation, provider of customer
relationship portals, named Beatriz V. Infante as its president and
chief executive officer, succeeding James R. Carreker, who remains
chairman of the Aspect board of directors. Carreker said that, as
co-president for the past 18 months, Infante was the principal architect
of Aspect's transformation from a telecommunications equipment company to
an e-CRM software company.
Jay Marcucci was named vice president of sales and marketing at Contemporary
Computer Services, Inc. He was formerly director of sales for the
company's corporate and education divisions.
Speech recognition solutions provider Phonetic Systems named Mark
P. Baltier as vice president and chief financial officer. Baltier was
previously the corporate controller for Voicetek Corporation. Also, Mark
R. Rubin was appointed vice president of sales and marketing. Prior to
his appointment, Rubin was director of sales for Andromedia.
Tellabs announced that Richard C. Notebaert has been
nominated to its board of directors. Notebaert, former chairman and chief
executive officer of Ameritech Corporation, will replace Dr. John D.
Foulkes, who is stepping down from the board after 12 years of service.
Anna Jones was appointed as vice president of consulting
services in the United Kingdom for Polaris Solutions. Among her
responsibilities, she will oversee Polaris' European expansion plans,
develop and maintain customer and partner relationships and manage all
account services. Prior to joining Polaris Solutions, Jones was a director
in Cambridge Technology Partners' customer management solutions practice.
Polaris also named Seth Henry as vice president of consulting
services for its New England operations. Prior to joining Polaris, Henry
was the consulting practice manager for C-bridge Internet Solutions.
payANYbill.com, has named John Dickey as its chief
operating officer. Dickey was formerly a management consultant with the
Boston Consulting Group. John Hendriks was appointed as vice president of
finance. Hendricks' most recent position with payANYbill.com was vice
president of financial advisory services.
Switch & Data Facilities Co. announced the appointments of
four senior officers. Nancy T. Huson was named as senior vice
president of business development. Huson was previously vice president of
corporate strategy and business development at AT&T. Peter E. Kos
was appointed senior vice president of operations. Kos' most recent
position was as vice president and general manager, Americas, at TCSI,
Inc. Stephen Janzen was named as senior vice president of sales.
Before joining Switch & Data Facilities Co., Janzen was director of
North American sales at Infolibria. Roy K. Dickie was appointed
vice president of real estate. Dickie, a former vice president of
construction at Trammell Crow Company, most recently headed his own
construction management company.
Fred Yentz, vice president and general manager of RadiSys
Corporation's enterprise systems division, was appointed as chairman
of the Multimedia Telecommunications Association's board of governors. He
succeeds Stanley Blau, chairman of PS Capitol. Yentz was previously vice
chairman of the board and chairman of the association's computer-telephony
integration division and its education committee.
Unified messaging technology provider Tornado Development
announced several senior staff appointments. Jeff Scheinrock was
promoted to chief executive officer. He will retain his current duties of
president and chief financial officer. Kevin Torf, founder of
Tornado Development, was named chairman and chief technical officer. Chris
Callahan was appointed vice president of sales. Callahan was formerly
senior vice president of Premiere Technologies. Sam Balooch, who joined
the company in 1999, was appointed to the post of vice president of
operations. John Koelsch was named as vice president of
development. Koelsch was most recently with Lockheed Martin, where he
engaged in software development. Additionally, Tornado announced the
appointment of Stanley Chao as managing director of the
Asia/Pacific region. Chao will head the company's new office in Hong Kong,
China. Chao was most recently with Kingston Technology.
Convergys Corporation appointed James P. Boyce as
president of its Internet solutions business unit. He will be responsible
for expansion of the company's IP-related business opportunities. Boyce
was vice president of global customer business development - e-business
with Proctor & Gamble.
Sharon Ames was named as director of business development for
pharmaceuticals and healthcare by Harte-Hanks Pharmaceutical Sales
Organization. She will focus on new business opportunities for
manufacturers and pharmaceutical agencies and the development of
e-pharmaceutical business. Prior to joining Harte-Hanks, Ames was a
regional account director for Technicolor.
HotData Inc. announced two additions to its management team. Darryl
Worsham was named as vice president of sales. Worsham was most
recently Micrografx's general manager of sales and marketing for its
global corporate sales division. Craig Lakey was appointed as vice
president of marketing. Prior to his appointment, Lakey was vice president
of technology marketing for Harte-Hanks.
David T. Adams was appointed chief financial officer and chief
operating officer of SoftQuad Software Inc., a developer of
e-commerce business solutions. Adams is co-founder and former
vice-chairman and president of TALPX Inc.
Altitude Software, a provider of software-based solutions for
unified customer interaction, announced that Fernando Brito Barros,
its executive vice president, was appointed as chief operating officer.
Prior to joining Altitude, Barros held several executive positions with
Alcatel.
Sterling Commerce, Inc. has named Jim Hoyt as senior vice
president of e-business process integration development. Hoyt, who most
recently was Sterling's chief technology officer, will take over the
ongoing development of the company's GENTRAN product family.
Primus announced the appointment of Janice C. Peters,
president and chief executive officer of MediaOne, to its board of
directors. Peters joins the board as MediaOne completes its merger with
AT&T.
Laurence P. Birch has joined Brigade Solutions as chief
financial officer. Birch was most recently CFO at Gateway Homecare. Also, Michael
J. Culver was named vice president of administration and corporate
development. Both men will report directly to CEO Henry Autry, who
joined the company in March of this year.
Jim Disco was appointed managing director of varetis AG's United
States subsidiary, varetis COMMUNICATIONS L.P. Disco was formerly
operations director of Cisco Systems.
RSI Video Conferencing, Inc. has promoted of Greg Craven
to vice president of sales and marketing Previously, Craven served as
RSI's vice president for international sales.
GLS TeleServices' president and CEO Ross L. Housley announced
that John D. Housley was promoted to vice president of information
technology and elected to the board of directors
Aegis Communications Group, Inc announced the appointment of Hugh
E. Sawyer as its president and chief executive officer. Sawyer comes
to Aegis from Allied Automotive Group, Inc., where he served as president.
Aegis also named Donald L. Jones as executive vice president of
sales and marketing. Among Jones' responsibilities is directing the launch
of the company's Web-based business initiatives. Jones' most recent
position was vice president at Cap Gemini America, Inc.
David E. Bowe, executive vice president and chief financial
officer for ASD Systems, Inc., will assume the title of president
for the company and be responsible for its overall operations. Prior to
joining ASD Systems, Bowe was president of U.S. Housewares Corporation.
Daisytek International Corporation announced that William F.
"Bill" Bergeron, Jr. was appointed its executive vice
president and chief information officer. Bergeron succeeds Steven Graham,
who has assumed similar duties at PFSweb, Inc., Daisytek's subsidiary.
Bergeron was most recently with Aegis Communications Group, Inc., where he
was chief technology officer and a senior vice president. Daisytek also
named Ralph Mitchell as its executive vice president and chief
financial officer, replacing Thomas J. Madden who is now CFO at PFSweb,
Inc. Mitchell was previously with McKessonHBOC.
COM2001.com, a provider of Internet and computer telephony
products and services, has named Marc A. Pinotti as vice president
of marketing. Prior to joining COM2001.com, Pinotti directed U.S. and
worldwide product marketing and business development at Lexmark
International.
Davox Corporation promoted Mark Zabroske to director of
North American sales, and Lee Kayne to regional vice president of
the Southern (U.S.) region. Zabroske most recently was vice president of
the Southern region. Kayne previously served as national account executive
for the company
UCMS To Acquire NexCen
United Customer Management Solutions (UCMS), a provider of e-CRM
solutions, announced its intent to acquire NexCen Technologies Inc., a
privately-held company and developer of e-CRM software for the
telecommunications and utilities industries. Under the terms of the
agreement, NexCen will become a wholly owned subsidiary of UCMS. The
acquisition is intended to augment and solidify UCMS' position in what it
termed the explosive CRM market. The company said that, with the addition
of NexCen's Internet Messaging Architecture and its Envoy e-CRM solution,
it is now positioned to provide a range of services, including process
outsourcing, software technology, consulting and solutions integration.
UCMS views the acquisition as a means to accelerate its penetration of the
U.S. market. UCMS offers e-CRM solutions that span the full range of
product and services, including process outsourcing, software solutions,
consulting and solution integration.
Datacom Acquired By Stratos
Stratos Global Corporation announced that it has agreed to acquire the
assets of Datacom Inc. of Lafayette, Louisiana. Datacom provides voice and
data communications solutions through a digital microwave system located
in the Gulf of Mexico. It also owns and operates a Ku-band satellite
teleport in Lafayette that is used to provide solutions to customers in
countries that are under-served by traditional telecommunications service.
Datacom is a licensed CLEC in Louisiana and Texas, serves the oil and gas
vertical business in those states and provides equipment rentals and
on-site service. Stratos Global said that the acquisition further enables
its expanding portfolio of data and Internet services throughout the Gulf
of Mexico and Latin America. Stratos provides customers operating in
remote locations with wireless IP, data and voice solutions through a
range of established and emerging technologies. It serves a diverse group
of markets, including government, military and industrial users.
Sema And LHS Announce Merger Intent
Sema Group plc and LHS Group Inc. announced that the two companies
have agreed to merge. Subject to regulatory and shareholder approvals, the
closing of the merger will occur in the second half of 2000. In Sema's
view, LHS is a major provider of operations support systems with an
extensive worldwide customer base. It was seen as an ideal partner in
furthering Sema's global strategy. The company said that the combination
of the companies' telecom businesses will result in one of the largest
suppliers of customer care, billing, messaging and pre-paid solutions to
the telecommunications industry worldwide.
E.piphany To Acquire Octane
E.piphany, Inc., a provider of analytic, campaign management and real-time
personalization applications, announced it had agreed to acquire
privately-held Octane Software, Inc., a provider of multichannel customer
care applications for sales, service and support. E.piphany expects the
deal to extend its advantage by establishing a Web-based solution that
coordinates and unifies inbound and outbound customer interactions in
real-time. The company said that both companies have focused on building
Web-based architectures that will facilitate integration of their product
suites. E.piphany noted that the combined operation has extensive
relationships with systems integrators, resellers, Internet infrastructure
providers and ASP partners, strengthening its position across the CRM
market.
Comverse Agrees To Purchase Loronix
Comverse Technology, Inc., a supplier of software and systems for
wireless and wireline network operators and digital recording systems for
call centers, has agreed to acquire Loronix Information Systems, Inc., a
developer of software-based digital video recording and management
systems. Comverse said it believes that video communications processing is
a rapidly growing area that is a logical extension to its position in
voice, fax and data communications processing. Loronix has an extensive
installed base of Internet-enabled digital video recorders. Comverse said
that the addition of digital video recording to its offerings will provide
complete multimedia recording solutions for call centers, CRM and other
applications. Given its position in the telecommunications and call center
markets, Comverse said that the acquisition will open up many
opportunities for Loronix's product and technologies. Current Loronix
management will continue to head up its operations.
traq-wireless Acquires Cellular Resale Business From
Motorola
traq-wireless, a Web-based provider of wireless management
solutions for business, announced the purchase of the cellular resale
business of Motorola Cellular Service, Inc., a wholly owned subsidiary of
Motorola, Inc. The company said that the acquisition represents a great
opportunity for it to launch its business-to-business Internet-based
wireless management service, and provide a compelling management solution
for companies looking for an efficient way to purchase wireless services
and equipment. As part of the transaction, Motorola acquires a small
minority ownership position in traq-wireless.
WebTelecom Offers Free Trial Of Web-based Solutions
WebTelecom announced that it will provide, to qualified
businesses, free 90-day trial subscriptions to its Web-based contact
center service at www.webtele.com. WebTelecom aims to provide e-commerce
sites with comprehensive, IP-based access to live voice, video, chat and
assisted browse interactions without the need of expensive local software.
Set-up typically takes an hour and, once installed, customers can reach
live agents with a click of a mouse button.
Kowal Joins e-talk Partnership Program
Kowal Associates, Inc., a CRM consulting services company, announced that
it had received certification in the Performance Partners program of
e-talk Corporation, provider of recording and performance management
solutions for call centers. Together with other independent consulting
companies in the program, Kowal offers e-talk clients assistance with all
facets of call center management and CRM, including quality and
performance programs. All certified partners have been trained by e-talk
and maintain staff dedicated to working with e-talk customers.
E-Commerce At The American Disability Association
The American Disability Association, located in Birmingham,
Alabama, has introduced public classified advertising on its Web site that
will be available free of charge to the general public through July 2000,
and possibly thereafter. The online classifieds are meant to help people
find existing adaptive technology that is no longer being used. The idea
is to help people with disabilities by allowing them to convert their used
equipment, no longer needed, into much needed cash, and at the same time
helping people who need the equipment to find and purchase it for a
reasonable price. Currently, ads may be placed in five categories, which
include mobility, vision, hearing, children and a general category. There
is no charge to place a classified ad with the Association. Ads may be
placed through the Association's Web site at www.adanet.org.
The Association, which created the first international computer network
for people with disabilities, plans to use the same technology to create
online help wanted classified ads for employers seeking qualified people
with disabilities. The employment listings were scheduled to go online in
April.
Hello Direct Announces Free Intranet Service
Hello Direct, Inc., a developer and direct marketer of desktop
telephony and equipment interface products, announced the availability of
its free Hello Direct Intranet Service. The company said that the service
is intended to allow small and medium-sized companies to set up private
space on the Web where employees can access and share documents, calendars
and event information. The service can be set up easily and comes with
free applications for group calendars, shared documents and companywide
information. The service is provided over the Internet and requires no
customer outlay for software or servers. Participants only need to have
access to the Web. The Intranet Service is a secure site, only granting
access to those to whom the company delivers a password. Customers can set
up their Intranets by visiting Hello Direct's home page at www.hellodirect.com.
Softel Name Change
Softel Telecommunications, Inc. announced that it has renamed
itself iSoftel. The company said that iSoftel better represents its
expansion in the convergence of voice and Internet and communicates its
commitment to providing innovative solutions to its customers. iSoftel's
line of solutions offers telecommunications service providers real-time
billing and fraud control capabilities.
NetSpeak Forms Partnership Program
NetSpeak Corp., a provider of advanced telephony solutions for IP
networks, announced its Solutions Partner Program to support the launch of
its iTEL product line in the Asia-Pacific region. The program is intended
to provide the support elements necessary for service providers to quickly
deploy VoIP services and applications that are both cost-effective and
maximize revenue potential. As part of the program, NetSpeak said that:
its iTEL products will be adapted for the specific needs of Asia-Pacific
customers; Datacraft Asia will be NetSpeak's first partner in the region
to distribute and support the products; iBasis, Inc. will provide
NetSpeak's customers in the region with global call-termination services;
and NetSpeak will partner with several third-party business support
systems and operation support systems solutions providers for back-office
capabilities .
Monster Effort In Scotland
Monster.com, the online careers site, announced that it opened a
call center in Glasgow, Scotland. The multilingual business-to-business
center handles inbound and outbound functions and services Belgium,
France, the Netherlands and the United Kingdom. With the Glasgow center,
Monster.com seeks to significantly expand its European client base.
Monster.com expects the center to employ 75 people by year's and support
additional site launches in Germany, Ireland, Italy and Spain.
Pivotal Invests In Northern Ireland
As part of its expansion into the European market, Pivotal Corporation
will establish an "eBusiness Center of Excellence" in Belfast,
Northern Ireland. The facility will consist of a technical support center
and a research and development unit. Pivotal provides Internet-based
e-commerce, wireless, CRM and business-to-business solutions. The company
said that Belfast is an emerging European technology center, possessing a
skilled workforce and a solid telecommunications infrastructure. The new
center is intended to support Pivotal's existing European client base and
serve as the anchor point for its growth in that market.
Telect Buys Polish Manufacturing Facility
Telect, Inc., a provider of connectivity solutions for
telecommunications, announced the purchase of Zaklady Elektroniczne ELWRO
S.A. (ELWRO) from Siemens AG. Telect offerings include fiber optic
connectivity products, digital cross-connect systems and power
distribution and protection products. Located in Wroclaw, Poland, ELWRO
manufactures and supplies plastic and metal components for the electronics
and telecommunications industries, and has been a major sub-contractor for
Telect, providing full assemblies of the company's cross-connect products
for the European market. The purchase is expected to allow Telect to
better respond to the needs of its growing European customer base and
facilitate entry into the Eastern European market. Telect noted that the
facility's location, ELWRO's skilled workforce and its ISO certification
were additional factors in the decision to purchase the company.
HP Establishes Outsourcing Center In Ireland
The Hewlett-Packard Company has established its European
Outsourcing Center in Dublin, Ireland. The facility, located on the H-P
campus in Dublin, is intended to allow companies throughout Europe to
outsource many aspects of their IT functions, including Internet-based
services. The rapid development of e-commerce in Ireland has facilitated
the Irish government's initiatives to shape a business environment adapted
to e-commerce needs.
inChorus.com Forms Joint Venture In Japan
inChorus.com, a provider of rich-media e-mail message creation
services and software, announced the formation of a joint venture in Japan
called eNews Corporation. By investing the inChorus Pro technology in
eNews, inChorus.com expects to be a driving force in Japan's move toward
e-mail marketing and communication. inChorus.com will receive license
fees, royalties and an equity position in eNews Corporation. eNews has
received commitments from several investment firms and organizations for
additional rounds of financing.
Selligent And G�n�riX Sign Accord
Belgium-based Selligent, a developer of customer relationship (CRM) and
e-business solutions, announced an OEM agreement with G�n�riX, producer
of GENERIX integrated software for trade, logistics and finance
management. Under terms of the agreement, GeneriX will integrate the
Selligent solution into its product. Additionally, the agreement
facilitates the development of an interface around the main client,
product and invoice components of the combined solutions. The Selligent
solution incorporates the management of prospecting and adding clients,
operational marketing, follow-up and sales management. Selligent expects
to benefit through entry into new markets, and G�n�riX aims to provide a
CRM component that enhances its product and reflects its commitment to
deliver a comprehensive customer care strategy.
Deutsche Telekom And FirePond Ally
FirePond Inc., a provider of integrated e-business sales
solutions, announced that it has signed an agreement with Deutsche Telekom
AG. The agreement represents a component of Deutsche Telekom's plan to
capitalize on the dynamic market for e-commerce applications by marketing
and selling the FirePond Application Suite to its corporate customer base.
Under the agreement, Deutsche Telekom will license the FirePond
Application Suite, integrate it into its IT solutions portfolio and target
it at its mid- to top-tier corporate customer base. Also, Deutsche Telekom
plans to act as an applications service provider (ASP), offering its
customer base comprehensive design, implementation and hosting services
for FirePond Application Suite e-business solutions.
ME.net In Pre-Launch Partnership With COM2001.com
ME.net, a provider of pass-through communications solutions for
telecommunications, wireless and Internet-related businesses, entered into
a strategic partnership with COM2001.com, a provider of Internet and
computer-telephony products and services. ME.net said the alliance makes
it the first large-scale unified communications provider with access to
COM2001.com's InternetCOMMUNICATOR platform. To be delivered on a Windows
2000 Data Center, InternetCOMMUNICATOR features advanced messaging,
including "FindME" call routing, large-scale conferencing, voice
dialing by name, call screening and outbound calling capabilities. ME.net
said that it expects to be positioned to offer business-to-consumer
channels with a complete bundle of Web-based services. Services to be
offered include: ReachME, a single on/offline voice and data messaging
interface; BriefME, an information resource that gathers and delivers data
through a user's communications system choice; and OrganizeMe, an
integrated online personal organizer with remote and online access.
S2 Systems And Bluestone Reach Accord
Bluestone Software, Inc., a furnisher of enterprise interaction
management software, and S2 Systems, Inc., a provider of high-volume
transaction processing and information access solutions for e-businesses,
announced a long-term licensing agreement. S2 Systems will integrate
Bluestone Total-e-Business, a J2EE- and XML-based e-business platform,
with its enterprise e-payments, transaction processing, middleware and
enterprise-scale application solutions. The agreement aims at providing S2
Systems customers and ASP partners with an integrated solution that can
dynamically deliver personalized content for real-time
business-to-business and business-to-consumer applications and services.
S2 Systems said that, by using Bluestone's Web-based application server
infrastructure and other standards-based technology, its customers will
not be constrained by expensive proprietary systems, and can offer uniform
content across a wide range of devices and interfaces that will enhance
site users' experiences.
Speechwise, Locus Dialogue Partner
Locus Dialogue Inc., a speech technologies company, and Speechwise
Technologies, a developer of speech-enabled e-business solutions,
announced that they will co-develop and license speech-enabled voice XML
solutions to be deployed on the Locus Dialogue SpeechPortal platform.
These solutions are intended to extend Web access to business-to-business
software beyond the personal computer to any telephone. Both companies
feel their complementary areas of expertise create a partnership that can
deliver innovative solutions that will merge the power of
business-to-business software with readily available and cost-efficient
wired and wireless telephones, delivering flexibility, ease of use and
innovative speech commerce applications.
eLoyalty And Servigistics Join Forces
eLoyalty, a global business/management consulting and systems
integration company specializing in building customer loyalty, announced a
partnership with Servigistics, a provider of Web-based planning and
forecasting logistics solutions. The purpose of the agreement is to take
advantage of Servigistics' parts management software and eLoyalty's
consulting and solutions integration specialization to deliver parts
planning and forecasting solutions that will build customer satisfaction
and loyalty, reduce clients' costs and increase revenues. Servigistics'
Web-based software will become part of the eLoyalty Field Service &
Logistics solution, intended to enable companies to manage their parts
inventories and shipments to optimum levels and ensure desired service
levels with minimum inventory costs and investment.
PFSweb And IBM e-Business Group Sign Agreement
PFSweb, Inc. and IBM Corporation have agreed to offer PFSweb
fulfillment, call center and distribution services to IBM e-commerce
clients. Through the agreement, IBM will provide information about PFSweb
services to selected e-commerce clients and identify those clients to
PFSweb. The arrangement aims to supply clients with a single point of
contact for complete e-commerce solutions comprised of PFSweb's physical
infrastructure and IBM's front-end systems. IBM will introduce all of
PFSweb's integrated logistics services, including pick, pack and shipment;
returns handling; call center support; and other related fulfillment
services. IBM said that the agreement offers customers the opportunity to
take advantage of services that handle back-end processes, which typically
can be the most difficult part of e-commerce implementation.
HDI And IKMG Announce Partnership
Help Desk Institute, a worldwide association for service and
support professionals, and International Knowledge Management Group, Inc.
announced a partnership that intends to provide help desk training,
seminars, certification programs and industry publications and training
materials in Spanish to the Latin American region. HDI will also support
International Knowledge Management Group in the re-engineering of help
desks and support centers in the region. International Knowledge
Management Group, Inc. is a help desk and customer support company serving
organizations in Venezuela, Colombia, Panama and the Dominican Republic.
Goldmine Announces CRM And IRM Divisions
Gearing up for growth on the heels of Peregrine Systems, Inc.'s
recent investment, Goldmine Software Corporation formed two market
directed divisions that reflect the increasing level of specialization in
the fields of customer relationship management (CRM) and infrastructure
resource management (IRM). The CRM division will focus on integrated
front-office solutions for sales, marketing and customer service for
small- to mid-sized businesses. The division will support the Goldmine 5.0
sales/marketing automation solution and FrontOffice 2000 mid-market CRM
solution. The IRM division will concentrate on integrated solutions that
allow businesses to proactively manage their assets, from procurement to
retirement. It will support HEAT 5.0 help desk software and the HEAT
InfraSolution product, co-developed with Peregrine Systems.
Convergys Plans Center In Hattiesburg
Convergys Corporation, a provider of outsourced information
services and customer management solutions, announced plans to open an
inbound call center in Hattiesburg, Mississippi within the near future.
The company intends to lease 40,000 square feet of space and invest
approximately $6 million into the project. The proposed 350-seat call
center will operate on a 24/7 schedule and create as many as 700
positions, 75 percent of them full-time.
Polaris Establishes U.K. Presence
Polaris Solutions, a systems integration provider, recently opened
an office in London, England. The company said that it is expanding to
meet the growing demand for e-business and CRM services, particularly in
the U.K. Polaris views Europe as the "next frontier" of
e-business and is positioning itself to enable European firms to leverage
its e-business systems offerings.
Riptide Forms e-Success
Riptide Technologies Inc., a software consulting company, recently
formed e-Success Incorporated, an Internet product company. While Riptide
will continue its software consulting business, e-Success will focus on
bringing its products - Integrity, Citadel and Webshow - to market.
e-Success is an Internet fraud detection and prevention company providing
products designed to facilitate the safe and effective use of e-commerce
by merchants and customers. The new company enables Riptide to focus on
its consulting business without the burden of financing product
development, and provides e-Success with a portfolio for growth.
Afni Expands To Bowling Green
Afni announced that it will open a 260-seat call center facility
in Bowling Green, Kentucky. The planned opening is for June 2000. During
construction of the facility, Afni will open its operations at a temporary
facility in the town of Hartland, Kentucky. The facility will be Afni's
fifth call center. Afni is a provider of outsourcing solutions for clients
in the communications, energy, technology and financial services
industries. Its services include inbound/outbound customer care, debt
recovery and purchase, bankruptcy administration, customer loyalty and
retention programs and customer training and consulting.
CRMI Launches Newport Call Center
Catalog Retail Marketing International will own and operate a new
call center in Newport, Vermont, beginning operations later this Spring.
The company will provide telephone, Internet and interactive voice
response services to the catalog and other direct marketing industries.
Gabriel Trumpets Nashville Expansion
Gabriel Communications, an integrated communications and
applications services provider, announced that it began deployment of a
broadband telecommunications network and facilities to serve customers in
Nashville, Tennessee. The Nashville area network is expected to commence
service during the fourth quarter of 2000. The company said that Nashville
presented an attractive combination of economic diversity and growth,
which drives demand for sophisticated telecommunications services. Gabriel
currently offers services in Arkansas, Kansas, Missouri and Oklahoma, and
intends to have additional services operation in Indiana, Kentucky and
Ohio during the second and third quarters of 2000.
Access Direct Announces Three-Phase Plan
Access Direct Telemarketing, Inc. announced that it is in the
midst of a three-phase expansion plan. Phase one, completed in March,
concerned the opening of a second call center in Cedar Rapids, Iowa that
houses 90 workstations. The second phase is the addition of new sales and
marketing offices in Wilmington, Delaware, enabling the company to better
serve its increasing client base on the East Coast. Last, Access Direct's
Des Moines, Iowa location will expand by an additional 40 workstations.
RMH Opens Canadian Call Center
RMH Teleservices, Inc. announced the planned opening of a new call
center in Sault Ste. Marie, Ontario. The company provides inbound and
outbound telemarketing, inbound customer service and e-commerce contact
programs, both business-to-business and business-to-consumer. The center
will house 200 workstations and is expected to be fully operational in
mid-2000. RMH Teleservices said that it was building capacity in Canada to
accommodate new programs for its customer base. The center is the
company's fifth facility in Canada.
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