Luminate Announces Luminate ServiceDesk For SAP R/3
Luminate Software Corporation, a provider of application-management software for planning,
implementing and operating SAP R/3, has announced the availability of Luminate
ServiceDesk. A new member of the Luminate for SAP R/3 product family, Luminate ServiceDesk
enables help desk personnel to use detailed performance information to analyze SAP R/3
service-level problems rapidly. ServiceDesk allows help desk personnel to respond quickly
to business user issues, improving the lines of communication within IT groups and between
IT and the business user. As a result, the help desk can solve R/3 performance problems
with the first call, increasing end user satisfaction and making the help desk more
No. 409, www.ccsmag.com/freeinfo
Vodavi Introduces Discovery ACD Product Line
Vodavi Technology, Inc. has announced the introduction of Discovery ACD+ and Discovery
ACD, two new automatic call distribution (ACD) products for users of Vodavi's STARPLUS
Triad and Infinite digital key telephone systems. Designed for growing call centers, both
these Windows-based software packages distribute real-time information to supervisors via
client/server architecture to offer better customer service, improve agent productivity,
increase revenues and reduce overall costs.
No. 410, www.ccsmag.com/freeinfo
VocalTec Introduces Surf&Call
VocalTec Communications Ltd. has introduced two new products: VocalTec Surf&Call
Center and the Surf&Call Center Pro. Based on the VocalTec Ensemble architecture and
incorporating advancements in voice and media quality over the Internet, these
Surf&Call Center suites are designed for the carrier and call center markets to extend
customer service to e-commerce. Surf&Call Center enables online shoppers to easily
make toll-free calls directly from a Web site to any telephone or formal call center.
Online shoppers can speak over the Internet to call center agents as well as jointly surf
Web pages and fill out online forms in a secure environment.
No. 411, www.ccsmag.com/freeinfo
Vantive Delivers Solution For E-Customer Relationship Management
The Vantive Corporation has unveiled Vantive's e-customer framework, a blueprint for
extending customer relationship management (CRM) to the Web. The framework brings together
Vantive's architecture, applications and complementary offerings from Vantive's product
and technology partners to provide companies with a comprehensive e-customer solution.
Vantive has also announced relationships with several partners who endorse Vantive's
e-customer framework. These companies will work with Vantive in building end-to-end
e-business solutions for customers.
No. 412, www.ccsmag.com/freeinfo
Syntellect Announces New Release Of Vista
Syntellect Inc. has released a new version of its Vista open standards-based software
platform. This release of Vista provides new capabilities that improve flexibility and can
result in increased user productivity and lower cost of ownership, including faster and
easier deployment, a second, more economical speech recognition option and additional
telephony and host support.
No. 413, www.ccsmag.com/freeinfo
Stonehouse Announces Option Pack
Stonehouse Communications has announced the release of the Option Pack for their Adaptive
Dialer product. The Adaptive Dialer is a user installable hardware and software package
that turns a PC running a traditional contact manager, such as ACT! or GoldMine, into a
telemarketing workstation. The Option Pack adds additional capabilities to the Adaptive
Dialer such as the ability to recognize an answering machine or voice mail and then leave
a prerecorded message automatically. This can be done with an agent controlling the
Adaptive Dialer and speaking live with consumers who answer or as a completely unmanned
station. The Option Pack turns the Adaptive Dialer into a two-phone-line auto-dialer or a
two-phone-line auto-message delivery system.
No. 414, www.ccsmag.com/freeinfo
Silknet Introduces eCommerce
Silknet Software has introduced eCommerce, a Web-based application that integrates
e-commerce transactions with customer service capabilities. This application gives
companies a more complete electronic business solution to handle customer interactions
across the extended enterprise and makes it easier for customers to do business with
companies online. Silknet eCommerce is designed to link transaction processing with
service and support -- all on the Web -- resulting in a more positive e-commerce
experience. Companies can manage the entire customer relationship, from initial point of
interest, to shopping and buying to support and service, to personalized promotion, to
follow-up on purchases.
No. 415, www.ccsmag.com/freeinfo
SAP And Siemens Unveil Front-Office Call Center
SAP has teamed with fellow German IT vendor Siemens AG to introduce a new call center
application. Customer Interaction Center (CIC) builds on Siemens' computer-telephony
integration technology and links into SAP's R/3 enterprise applications. It can connect to
Siemens Information and Communication Network Group's call-center software through an
expanded application interface. CIC will provide SAP users call center functions such as
caller recognition, conference calls and call forwarding. R/3 transactions can be
initiated using caller data stored in the system and SAP data can be fed automatically to
the call center so that users have a better sense of a customer's interactions with the
No. 416, www.ccsmag.com/freeinfo
Right Now Introduces PowerFAQ
Right Now Technologies has announced PowerFAQ, a customer support software product for
Webmasters. The software allows Webmasters to add dynamic FAQ (frequently asked questions)
publishing and a searchable knowledgebase to their Web sites, providing visitors with
automated self-help access to customer support information. PowerFAQ is distributed free
for personal use, making it available to the personal home pages of millions of computer
users. Later this year, Right Now will develop a version of PowerFAQ that the major
personal Web site hosting firms can offer to their customers.
No. 417, www.ccsmag.com/freeinfo
ProAmerica Releases Connect-Care
ProAmerica has announced the release of Connect-Care SMB, a customer relationship
management (CRM) solution designed with a feature set specific to the needs of small- and
medium-sized businesses. Connect-Care SMB offers rapid deployment and user-friendly
features, enabling Novell customers to immediately leverage the Oracle8 database included
in the box with NetWare 5. Connect-Care SMB provides organizations with easy access to
contact management, sales and customer support information. It facilitates the ability to
capture or retrieve prospect and customer intelligence from everyday interactions and puts
sales and customer support managers in a position to analyze, streamline and improve
No. 418, www.ccsmag.com/freeinfo
New SolutionSeries WebPack From Primus Offers Fast Implementation
Primus has announced a new product offering designed to help companies create a
knowledgebase and publish it on the Internet with natural language search capabilities for
customer self-service. SolutionSeries WebPack offers businesses a fast and cost-effective
way to create solutions to companies' most frequently asked questions, including answers
to complex technical problems, accessible on their Web site for customer self-service 24
hours per day, seven days per week. SolutionSeries WebPack is a robust
knowledge-management application that can be rapidly implemented to reduce support call
volumes immediately and can be scaled to accommodate enterprisewide requirements in the
No. 419, www.ccsmag.com/freeinfo
Prairie Systems Conducts Enhanced IVR Survey
Prairie Systems has announced general availability of its new enhanced IVR Survey service,
designed to speed up and simplify the task of collecting information for surveys, lead
generation campaigns, testing applications and polling projects. Prairie's IVR Survey
allows users to collect a wide variety of both voice captured and touch-tone entered data
via telephone, then quickly retrieve results by e-mail or fax. Results may be received as
pure data or formatted files ready for importing into most standard desktop spreadsheet
No. 420, www.ccsmag.com/freeinfo
Nortel Networks Enhances Symposium Agent Software
Nortel Networks has announced enhancements to its Symposium Agent call center software to
help agents provide better customer service and be more productive. Symposium Agent
software offers the next generation of agent-productivity tools for Microsoft Windows 95
and Windows NT environments. It is designed to improve productivity and the agent-customer
interaction by delivering more information to agents and guiding them through the call
process. Symposium Agent further automates call centers with customized call scripts
tailored to various situations. The product integrates multiple sources of information at
the agents' desktops and enables them to view the information simultaneously.
No. 421, www.ccsmag.com/freeinfo
NEC Unveils New NEAX Express PBX
NEC America, Inc. Corporate Networks Group (NEC) has introduced the NEAX Express. The NEAX
Express server-based, integrated IP communication solution fuses the reliability,
accessibility and feature package of the traditional NEAX PBX with the openness of an NEC
server platform. The NEAX Express delivers a suite of sophisticated features,
functionality and IP networking capability to the small office and branch office
environments. Features of the NEAX Express include PC attendant, interactive voice
response (IVR), voice mail, auto attendant and unified messaging.
No. 422, www.ccsmag.com/freeinfo
Mustang Software Updates Internet Message Center
Mustang Software, Inc. has announced Internet Message Center (IMC) version 2.4. The latest
release of IMC includes several optimizations and introduces an enhanced IMC Monitor with
built-in IMC Agent capabilities. In addition, the IMC Enterprise Edition includes
real-time and historical service level adherence in both the IMC Monitor and IMC Reports
clients. With version 2.4, Mustang has blended the capabilities of the IMC Agent directly
into the IMC Monitor supervisory tool. Supervisors can now request messages, either singly
or in groups, directly from the IMC Monitor without having to run the IMC Agent client
separately. In addition, several minor changes and updates have been made to the user
interface, allowing supervisors to save their preferred column size and position and sort
columns more easily.
No. 423, www.ccsmag.com/freeinfo
MobileWord Introduces HotLeads
MobileWord Communications, LLC has announced HotLeads, a sales lead capture and
distribution system. HotLeads is the first Web-based application that converts
fax-on-demand requests into sales leads that are automatically routed to salespeople via
the Web. Fax-on-demand allows customers and prospects to automatically order fax
documents. Using a touch-tone phone, customers can select some or all of the sponsor's
documents to be faxed back to them immediately. HotLeads can be integrated into any
existing fax-on-demand system. Fax-on-demand callers are prompted to identify themselves
in a brief voice message, after which the HotLeads system converts the recording to text
and integrates the information with systems data to form a complete record of the call.
Records are then cross-referenced against customer and historical call data to further
enhance lead information.
No. 424, www.ccsmag.com/freeinfo
Merritt Communications To Carry Inovonics Headset
Merritt Communications has announced it will be carrying the new Comset SuperLight 900 MHz
cordless headset by Inovonics. The headset is lightweight and allows the user to answer
the phone while away from the desk and terminate a call remotely. Small enough to fit into
a shirt pocket, but powerful enough to enable clear phone conversations up to 100 feet or
more from the base station, the new product operates with most Plantronics and GN Netcom
headsets, so users have a wide selection of headset styles to choose from.
No. 425, www.ccsmag.com/freeinfo
Mercom Enhances Its Audiolog Call Recording Software
Mercom Systems Inc. has announced enhancements to its Audiolog Call Recording software,
enabling custom integration and control by third-party developers using Microsoft, Unix,
Mini and Mainframe computing platforms. Call centers can now use their desktop or
centralized custom applications to decide which calls (or parts of calls) are to be
recorded, and to add call-specific database indexing information for each recording. With
the introduction of its RAPI-X 2.30 and Socket Server 2.30 upgrades for the Audiolog
server, Mercom provides open, customizable transaction recording solutions for
computer-telephony VARs and their customers.
No. 426, www.ccsmag.com/freeinfo
Lucent Enhances Internet-Based Call Center Solutions
Lucent Technologies has announced new features for CentreVu Internet Solutions, its suite
of offers enabling companies to deliver superior customer service through multiple
channels such as Internet text chat, voice-over IP, e-mail and fax. CentreVu allows
customers to browse a business' Web site while simultaneously speaking to agents using
"text chat" or voice, all on a single phone line. CentreVu also helps companies
handle incoming e-mail and fax messages from customers. It routes these messages to agents
as part of a call center's general operations, enabling companies to handle electronic
mail and fax contacts with the same level of care as they handle traditional voice calls.
No. 427, www.ccsmag.com/freeinfo
Intell-A-Check Offers Integrated Online Payment Solution
Intell-A-Check Corporation, a provider of electronic payment solutions, has announced that
its flagship product, Intell-A-Check! fully supports, and can be integrated with,
Microsoft Site Server 3.0 Commerce Edition for Windows NT Server platform. Intell-A-Check!
now allows merchants using electronic commerce systems such as the Microsoft Site Server
to accept check payments over the Internet. Intell-A-Check! is a Microsoft Windows-based,
back-office certified electronic check writing application. It currently enables companies
to accept check payments over the phone, fax, voice response unit (VRU), Internet and
direct debit programs.
No. 428, www.ccsmag.com/freeinfo
Hello Direct Unveils Newest Telephone Headset
Hello Direct, Inc. has announced the launch of Solo II. This new over-the-ear style
headset features an ergonomically contoured flexible backbone the user can customize for a
comfortable fit. Over-the-ear headsets are the choice of many telephone-intensive
professionals because there is no uncomfortable headband or pad.
No. 429, www.ccsmag.com/freeinfo
Harris Corporation Introduces ClearView
Harris Corporation has introduced ClearView, a next-generation computer platform for call
centers. ClearView offers a feature set designed to give businesses a single, powerful
solution for all call center and back-office needs. Featuring a fully integrated ACD
(automatic call distributor) and IVR/VRU (interactive voice response/voice response unit)
applications, ClearView simplifies call center administration. The ACD and IVR/VRU share
the same call scripting, reports, real-time displays and multimedia transaction support.
With ClearView, a call center manager uses a single interface for building the script and
eliminates the need to patch together call scripts for the ACD and the IVR/VRU. This
integrated approach also enables a call center manager to view call flow through the
center with unified reporting, instead of piecing together separate reports for the ACD
and the IVR/VRU.
No. 430, www.ccsmag.com/freeinfo
Genesys Adds Internet Chat Functionality To Call/Contact Center
Genesys Telecommunications Laboratories, Inc., a provider of customer interaction and
computer-telephony solutions, has announced the addition of Genesys Chat to the Genesys
Suite. For customers who prefer to interact via the Internet, Genesys Chat affords the
convenience of communicating with call/contact center agents via chat sessions through a
Java interface dynamically downloaded free to a Web user's computer. Genesys Chat is
designed to address customers' growing interest in contacting companies through Web-based
technology and eliminate the drawback of disconnecting from a site to use a standard
telephone line to interact with call center agents. Additionally, the new feature enables
companies to communicate with customers in the media they prefer, enhancing customer
interaction and relationship management.
No. 431, www.ccsmag.com/freeinfo
eShare Offers New Technology In NetAgent 2.1
eShare Technologies Inc. has announced its new NetAgent 2.1 solution, an online e-commerce
customer support platform. This enhanced version of NetAgent offers live interaction,
e-mail response and voice-over IP capabilities in one package. NetAgent 2.1 enables users
to complement their existing customer support centers with the ability to conduct
e-commerce support, deliver tutorials, answer customer questions and give pre-scripted
assistance all with the click of a button. Customer support agents will have the ability
to leverage all types of multimedia to provide comprehensive online customer support.
No. 432, www.ccsmag.com/freeinfo
Envision Provides New Way To Leverage Efficiency Of The Web
Envision Telephony has announced a new way to publish call center data to leverage the
efficiency of the Web. Using a Web browser interface, SoundByte Agent Express brings
Envision's suite of call monitoring tools, SoundByte Enterprise, directly to agent
desktops. By publishing data within the familiar computing environment of a browser,
SoundByte Agent Express improves the call center quality monitoring process in several
ways. Administrators save time on deployment by installing the agent application once on
the server, instead of individually loading the application at agent desktops. Agents gain
easier access to performance reviews and feedback with a simple URL address. Supervisors
and auditors can provide complete feedback on a more consistent basis with the monitoring
client application to publish verbal and written evaluations simultaneously with call
recordings. These combined voice and data evaluations are also a valuable training tool
for new agents.
No. 433, www.ccsmag.com/freeinfo
eGain Releases eGain EMS 2.0
eGain Communications Corp. has announced the availability of eGain E-mail Management
System (EMS) 2.0, an expanded version of eGain's 100 percent Web-based online customer
service solution. The enterprise-class solution enables businesses to rapidly deploy and
scale the system and cost-effectively manage and respond to large volumes of online
customer inquiries. The integration technology, the eGain eCommerce Bridge, allows
enterprises to use "no programming" interaction tools to quickly leverage
existing IT investments in customer databases, e-commerce systems, CTI systems and
front-office applications. The addition of artificial intelligence strengthens the
solution's ability to maximize customer service resources and increase customer
No. 434, www.ccsmag.com/freeinfo
Easyphone 4.04 Available For Global Contact Centers
Easyphone, a provider of software solutions for contact centers, has announced the general
availability of its 4.04 solution. Easyphone is an integrated contact center solution that
couples the power and reliability of telephone switch technology with the advances of a
pure software solution. The new version was designed to provide benefit to companies by
increasing revenues through the contact center while simultaneously delivering customer
satisfaction at the lowest possible operating costs. Easyphone 4.04 offers new features
for blended contact centers, enabling companies to use one agent pool for both customer
care and outbound, revenue-generating contacts. Additionally, new dialing capabilities
allow contact center managers to increase the probability of successful contacts by
fine-tuning contact lists.
No. 435, www.ccsmag.com/freeinfo
Dictaphone Offers Benchmarking Service For da Vinci Customers
Dictaphone Corporation has introduced da Vinci QBS, a quality benchmarking service that
lets companies compare their call centers' customer service with others in their market
segment and overall. Da Vinci QBS is being offered to da Vinci customers in conjunction
with Dictaphone's new surestart program, a combination of training seminars and consulting
services designed to help call centers enhance customer interactions and cultivate
long-lasting customer relationships. Da Vinci customers who attend the surestart training
program at Dictaphone's training facility are eligible to subscribe to the service. As QBS
subscribers, companies receive quarterly feedback from the Dictaphone QBS monitoring team
on their call centers' handling of customer interactions.
No. 436, www.ccsmag.com/freeinfo
Delta Three Launches Web-Based Agent Program
Delta Three, Inc., a wholly owned subsidiary of RSL Communications, Ltd., has introduced a
real-time, completely automated Web-based program for agents to sell Delta Three services.
With a few mouse clicks, agents can sign up, download promotional tools, track results and
monitor commissions. The Delta Three Agent Program offers competitive commission rates to
companies and individuals who promote Delta Three's PC-to-Phone and Phone-to-Phone
services. Using the Web, Delta Three agents can place advertisements (banners) on their
sites, which bring Web users to Delta Three's service offerings. The agents are
compensated based on the number of customers who sign up to use the Delta Three service
and customer usage.
No. 437, www.ccsmag.com/freeinfo
Data-Tel Info Solutions Announces xSELLerator 4.0
Data-Tel Info Solutions has launched xSELLerator 4.0, a cost-effective full-featured
predictive dialer. The new release features inbound/outbound call blending, easy-to-use
branch scripting and an upgraded Windows interface. These features are additions to a
feature set that already includes multiple programs, callbacks, real-time report
capabilities, digital recording and online credit card verification. All workstations have
also been upgraded to Dell computers; 32 MB SDRAM, 4.3 GB EIDE hard drive, P6 333 Celeron
and Windows 98.
No. 438, www.ccsmag.com/freeinfo
Corepoint Unveils Aggressive Verticalization Strategy
Corepoint Technologies, IBM's customer relationship management (CRM) software company, has
executed an aggressive strategy to offer industry-specific solutions to the marketplace.
Corepoint Banking Solutions is Corepoint's first verticalized application to enter the
competitive CRM market. The application was designed specifically to provide companies in
the banking and financial services industry a solution that will address the specific
requirements their customers have, thereby increasing customer loyalty and enhancing
No. 439, www.ccsmag.com/freeinfo
Clarify Introduces eFrontOffice
Clarify Inc. has introduced eFrontOffice, a comprehensive customer-facing solution which
was designed to consolidate customer touch points through integrated queuing and routing,
incorporate e-mail response management, personalize self-service and self-sales and
initiate and retain relationships with prospects through Internet marketing. As a result,
companies can deploy e-business sales, marketing and service initiatives for the first
time with a single solution. This eliminates the need for companies to implement separate
technologies and act as a general contractor, while ensuring interaction between Web
sites, call centers and field sales and service teams.
No. 440, www.ccsmag.com/freeinfo
BroadQuest Updates Browser-Based Enterprise Application
BroadQuest, Inc. has announced general availability and new customer implementations of
BroadQuest 2.0, a browser-based enterprise application that gives employees, partners and
customers self-service access to live customer information. This single point of access is
called a Customer Information Portal. The Customer Information Portal provides users with
quick and easy access to information, allowing them to set up real-time alerts and
personalized reports to capture information from front-office and back-office
applications. BroadQuest's broker-based architecture gives thousands of users access to
millions of live records with minimal impact on the source application system. BroadQuest
guarantees efficient and cost-effective employment through its Rapid Success Package that
gets the application up and running in about a month.
No. 441, www.ccsmag.com/freeinfo
BindView Reduces Help Desk Support Costs
BindView Development Corp. has announced an update to the BindView EMS NETinventory
module, as well as a new remote control module, NETrc. The integration of NETrc with
NETinventory provides users with the ability to take control over remote nodes right from
within the familiar inventory user interface. Help desk personnel can significantly reduce
the time it takes to resolve customer issues by viewing inventory details and remotely
controlling an end-user desktop without switching from one application to another. The
integration also allows administrators to automatically distribute the NETrc client
software at log-in or any time audits are performed. Closely integrating the inventory
with remote control puts significant power into the hands of the help desk personnel.
No. 442, www.ccsmag.com/freeinfo
Acxiom Introduces Client Server Edition Of InfoBase Telephone
Acxiom Corporation has announced the commercial availability of InfoBase Telephone
Directories, Client Server Edition. The Client Server Edition is an extensive telephone
directory packaged with a search engine and user interface. It provides users access to
over 100 million U.S. and 14 million Canadian listings. The Client Server Edition is
designed for Windows NT environments and uses the industry's most current and accurate
telephone and address data. Acxiom collects and compiles telephone books published in
every section of the U.S. and Canada -- over 4,000 books -- giving users the information
they need to reach customers and prospects quickly and efficiently.
No. 443, www.ccsmag.com/freeinfo
Aspect Announces Customer Relationship Solutions
Aspect Telecommunications Corporation has announced the availability of Aspect Customer
Relationship Solutions, a comprehensive suite of software products which will provide
companies with the tools to implement an end-to-end customer relationship strategy. Aspect
Customer Relationship Solutions will provide an environment to integrate business
functions, information, processes, technologies and people, so that companies can provide
a consistent face to customers at multiple points of contact. Aspect's customer
relationship solutions include Aspect Customer Relationship Management and Aspect Customer
Self-Service. Aspect Customer Interaction and Aspect Customer DataMart will be introduced
later this year.
No. 444, www.ccsmag.com/freeinfo
AfterMarket Solution Will Enhance Client Web Sites
The AfterMarket Company has announced that it will enhance client Web sites with live
sales consultants that customers can see and hear over the Internet to answer questions
and simplify online ordering. The service uses a new technology, named InstaVue.com, that
delivers audio, video and two-way chat over the Internet directly to a standard Web
browser. This proprietary technology allows an Internet user to access live audio and
video without special software. Until now, streaming audio and video over the Internet has
always required a "plug-in" or "player." With InstaVue.com, customers
on a participating Web site can click a link and immediately see and hear the Online Sales
Consultant (OSC). It is believed that this will be the first time that live audio-video
customer service will be available over the Internet.
No. 445, www.ccsmag.com/freeinfo
Account-A-Call Announces Distribution Of WinSAT
Account-A-Call has completed final beta testing of its new WinSAT call accounting
software. WinSAT is a full-featured call accounting system that enables the capture,
processing and analysis of both inbound and outbound phone call activity. The system
includes many graphical reports and options to enable viewing of data in different formats
as well as exportation to Excel. It features a "Wizard" function to simplify the
maintenance tasks associated with database and PBX/ACD connectivity. Also contained in
WinSAT is a "mapping" graphic that shows the tracking of calls and call
concentration within geographical areas. The program is easy to install and run and
includes full online help documentation. The 32-bit product runs in a Windows NT, 98 or 95
environment, is LAN-ready and works with all standard ACD/PBXs.
No. 446, www.ccsmag.com/freeinfo
The Haley Enterprise Releases Help!CPR
The Haley Enterprise has announced the release of Help!CPR version 3.0 for Windows. The
low-priced version 3.0 extends the Case-based Problem Resolution (CPR) capabilities of
earlier versions with additional emphasis on sales automation and information navigation
for Intranet, Web-based and desktop decision support. Help!CPR has been designed for use
by a broader audience of less technical business personnel. The product is a feature-rich
knowledge management, automation and delivery solution based on rule- and case-based
reasoning technologies. Workgroups of non-technical personnel can incrementally capture
problems, questions and answers and other knowledge about products, Web pages or other
No. 447, www.ccsmag.com/freeinfo
The Vantive Corporation has appointed Guy Dubois to
the position of executive vice president and general manager of international. Dubois
brings more than 20 years of experience to the newly created position, in which he will
develop and manage all Vantive operations outside North America.
Daleen Technologies, Inc. has announced the appointment of David
McTarnaghan as vice president of Global Services and Partner Management. In
addition, Daleen has appointed Tim Moss as vice president of Professional
VocalData, Inc. has announced that William J. Rich
has joined the company as president and CEO. VocalData's founder and current president, Steve
Bakke, will serve as the company's chief technology officer.
Sky Alland has announced that Jeanne Hoover has been
named vice president in the company's new West Coast office in Laguna Hills, California.
Hoover will be responsible for program strategy and design for several of the company's
national accounts and for account development activities in the company's western region.
LHS Group has appointed Stefan Sieber to executive
vice president and chief divisional officer, responsible for sales and integrations
worldwide. In addition, he will become a member of the executive management team.
Applied Digital Access Inc. has named Donald L. Strohmeyer to
the position of president and chief executive officer and member of the board of
directors. Additionally, Peter P. Savage has been appointed chairman of
the board of directors.
Prairie Systems, a provider of interactive voice response
teleservices, has announced two new appointments. Jon Ishii has been
named vice president of engineering and Michael Klein has been named vice
president of sales and marketing.
Telect has appointed William McMillan to vice
president, engineering and technology. McMillan was formerly Telect's director of
engineering and technology. In addition, Susan Meyer was named vice
president, human resources.
Steven Pizzagoni has been appointed to vice president of sales at TeleDirect
International, Inc. Pizzagoni formerly served as western regional vice president
for Davox Corporation. Additionally, M. Wayne Wisehard has been appointed
executive vice president and chief financial officer. Wisehard was formerly chief
executive officer of Price Communications Wireless Corp.
Aspect Telecommunications Corporation has announced the appointment of
Rod Butters to vice president, product strategy and marketing. Butters
was formerly with Oracle Corporation, where he was vice president of product and program
management in the application server division.
Sophia W. Williams has been named vice president, national customer
care centers, for Lucent Technologies' Business Communications Systems
(BCS) division. She will be responsible for the division's four national customer care
centers located in Atlanta, Georgia; Oklahoma City, Oklahoma; Parsippany, New Jersey and
ServiceWare, Inc. has announced the appointment of Steve
McMahon to chief financial officer. Prior to joining ServiceWare, he was vice
president of finance and administration, treasurer and corporate secretary for REVIVE
Unisource Network Services, Inc. has hired Steven A. John
as vice president of strategic alliances. He will be responsible for forging new
partnerships for the company with industry vendors and consulting firms specializing in
complementary communications services.
HotData, Inc., a provider of value-added consumer and business
information via the Internet, has appointed Johnny Anderson as president
and CEO. Anderson was previously president and founder of e2 Software, a provider of
Internet-based direct marketing solutions.
INFACT Technologies, Inc., a supplier of "Web-architected"
problem resolution software for the customer support industry, has announced the
appointment of Frank Richardson as chief executive officer. INFACT also
appointed two new regional sales vice presidents, Brian Frank and Bruce
Stephen Roberts has accepted the position of president of Cleartel
Communications, a long-distance and operator services company. He was formerly
vice president of sales and general manager of the company.
Rachelle Rees McCarthy has been appointed chief operating officer of Arbinet
Communications. Before joining the company, she held senior level management
positions at AT&T.
ClientLogic Corporation has promoted Cliff Ruden to
the position of vice president of sales, vertical markets. Prior to joining ClientLogic,
Ruden held positions at West Teleservices, Neodata, Federal Express and Emery Worldwide.
The Telecommunications Industry Association (TIA) has elected six new
board members. They are Leigh Belden, president of Verilink Corporation; Van
Cullens, president, communications sector of Harris Corporation; Bill
Doyle, president, Interdigital Communications Corporation; Olli Kallasvuo,
president, Nokia Inc.; Shawn Osborne, president of DGM&S Telecom; and
Jim Pentecost, president of Power & Telephone Supply. In addition, Mike
Kennedy, corporate vice president and director of global telecom policy for
Motorola and C.J. Phillips, president of Alcatel NA Cable Systems, Inc.
were appointed to unfulfilled board terms.
The AB&C Group has announced that Elaine P. Looney
has been promoted to chief operating officer. Looney will be responsible for all
production and operational divisions and departments of AB&C.
Nelson Campelo has been appointed to vice president, sales and
integrations and delegate manager of LHS do Brazil Ltda., LHS' Brazilian
subsidiary. Campelo will be responsible for LHS' activities in the Brazilian market.
TotalTel Communications USA, Inc. has announced that it has hired Dennis
J. Spina as president. Spina's duties will include leading the company into the
Internet and local telephone service markets.
RSL Communications, Ltd. has appointed Mark Hirschhorn
to chief financial officer of Delta Three, the company's Internet telephony subsidiary. In
addition, Jim Magrone has been appointed to vice president, investor
relations and treasury.
Richard K. Freed has been appointed vice president of enterprise
services for Molloy Group. Freed will manage the professional services
and customer support operations of the company.
Ericsson has named David Arkles as executive vice
president and general manager of the Enterprise Solutions U.S. market unit, a newly
created business unit that will provide enterprises consulting expertise to complement
Ericsson's established product portfolio.
Lucent To Acquire Mosaix
Lucent Technologies has announced that it will acquire Mosaix, Inc., a maker of
customer-relationship management software for linking front- and back-office systems. The
deal is scheduled to close by the end of the second quarter of 1999. Mosaix's ViewStar
workflow software automates and streamlines information about customer requests and the
tasks required to fulfill the requests. The software creates records of customer
transactions, preferences and buying patterns, allowing service representatives to tailor
offerings based on that information. Lucent intends to integrate Mosaix into its CentreVu
line of customer care solutions.
Comverse Acquires Amarex Technology
Comverse Technology, Inc. has announced the acquisition of privately held Amarex
Technology, Inc. Amarex develops software-based intelligent peripherals and service nodes
for telecommunications network operators, including British Telecommunications plc and MCI
WorldCom, Inc., which enable interactive voice response-based services. Amarex also
develops software for call-center-based customer service applications. Comverse's
acquisition will bring to the company a range of interactive voice response-based enhanced
services for network operators, such as virtual private network services, 800 services,
network announcement services, customer service/customer care services, operator-free
collect calling, call forwarding services and directory services.
ClientLogic Reports Purchase Of LCS Industries
ClientLogic Corporation, the company comprised of the former SOFTBANK Services Group and
North Direct Response, Inc., has reported the finalization of a tender offer to purchase
LCS Industries, Inc., a direct marketing and database management company headquartered in
Clifton, New Jersey. The LCS acquisition is intended to improve ClientLogic's capability
to more broadly serve its clients' marketing needs by enhancing the scope, quality and
global reach of its services. News of the LCS acquisition follows ClientLogic's recent
announcement of the opening of a new 450-seat call center in Albuquerque, New Mexico. The
new facility is ClientLogic's ninth North American call center facility and its eleventh
Quintus Divests Business Consulting Practice To AnswerThink
Quintus Corporation, a provider of complete call center software solutions, is divesting
its call center business consulting practice (formerly known as Call Center Enterprises,
or CCE) to AnswerThink Consulting Group, a knowledge-based consulting and e-business
technology implementation company. Quintus will continue to provide deployment services
for its software through its Qsolutions organization. Ongoing business consulting
engagements will be satisfied by AnswerThink. Quintus and AnswerThink are entering a
strategic alliance, enabling AnswerThink to provide consulting and systems integration
services in support of Quintus' eContact product set. As a result, AnswerThink will become
a systems integrator for Quintus.
NASME Joins Forces With SME
Members of the National Alliance of Sales and Marketing Executives (NASME) merged
operations with Sales and Marketing Executives-International (SME), a worldwide
association for sales and marketing management. Effective March 1, 1999, members of the
NASME-Manhattan chapter have become affiliated with SME-New York, while members of
NASME-Long Island will become Long Island SME, both affiliated chapters of
SME-International. SME-International's membership consists of CEOs, managers and
executives who meet for the exchange of ideas, a channel for new techniques in sales and
marketing, as well as an opportunity to develop skills through informational seminars,
workshops, conferences and round table discussions.
GWI Software Acquires Lotus Notes And Domino Consulting Firm
GWI Software, a provider of Lotus Notes/Domino and Web-based customer relationship
management (CRM) solutions, has announced the acquisition of Lotus business partner
Frontier Technologies, Inc., a Lotus Notes and Domino consulting and training company. The
acquisition strengthens GWI's position as a provider of CRM solutions for the
small-to-midsize business market. Alex Wilson, Frontier Technologies president and owner,
will work for GWI in the capacity of east region technical manager. Frontier Technologies'
Manassas, Virginia office will now provide GWI's east coast customer base with continued
responsive technical services.
Survey Reveals Reasons For Job Changes In Tight Employment Market
A recent survey conducted by Lucas Group, a recruitment agency with a specialty in
telecommunications, has revealed that the balance between work and home life is becoming a
major factor for telecommunications professionals who are considering career decisions.
The top reason candidates seek job changes is a desire for more balance between personal
and professional demands, followed closely by higher salary considerations and relocation
issues. With unemployment reaching record lows, companies must seek to differentiate
themselves from competitors to attract better qualified candidates. Providing better
benefits and more flexible hours, reducing business travel and providing more vacation
time are ways companies can remain competitive in attracting employees.
Siemens Introduces Advanced Application Integration Services
Siemens Information and Communication Networks, Inc. has introduced a new professional
services organization to help companies design, implement and support integrated
end-to-end communications solutions. The Advanced Customer Solutions (ACS) Group's charter
is to help companies maximize the value of their knowledge resources, improve
communication with customers and increase workforce effectiveness. ACS leverages the
experience from Siemens' ProCenter professional services group with Siemens' data
networking and enhanced customer care consulting services. These combined resources allow
customers to work with a single vendor, Siemens, to design, integrate and support
communications solutions featuring best-of-breed voice, data and mixed-media applications,
whether developed by Siemens or one of its business partners. The ACS group consists of
applications architects, system designers, consultants and project managers located across
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Octane Software Is Founded
Octane Software, Inc. has announced the official launch of its company, founded with the
mission to develop a new generation of customer care applications built for the
"Digital 1000" -- today's rapidly growing cadre of e-business leaders. Led by a
team of former Scopus Technologies (Siebel Systems) executives and backed by high-tech
investors Greylock, Sigma Partners and Lucent Venture Partners, Octane intends to focus
its front-office products exclusively on the requirements of the "Digital 1000"
for real-time, interactive and personalized customer care capabilities. Octane began
shipping its first products in March, 1999.
No. 448, www.ccsmag.com/freeinfo
Apropos Launches Global Alliance Program
Apropos Technology, a provider of enterprise call center applications, has announced the
formal launch of its worldwide partnership program, The Apropos Global Alliance Program.
The program is geared to facilitate strategic marketing and distribution alliances with
best-of-breed providers in the expanding call center market. Apropos has established the
alliance program in order to facilitate and offer customers the best call center solutions
by combining complementary technologies and delivering turnkey products and services that
leverage and enhance the long-term value of customer technology investments.
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Study Shows Telecommuting Can Benefit Businesses
A new study, jointly released in Ireland by the National Advisory on Teleworking, The
Dublin Transport Organization and Telecom Eireann, has concluded that implementing
telecommuting could significantly lower employer overhead, increase potential employee
attraction and reduce employee turnover rates. The study also concluded that although 39
percent of companies considered their business suitable for telecommuting, only 19 percent
would offer the option to their employees. The study does show, however, that the
high-tech industry as a whole is more willing than companies in other industries to
implement telecommuting programs, probably due to the fact that telecommuting requires
advanced technologies and the IT industry is comfortable implementing and using these
New Identity For VCS' Call Routing Solutions
Voice Request Corporation has been announced as the new name for Voice Control Systems'
independent subsidiary formed to market Pure ReQuest!, a speech-driven call routing
system. PureReQuest! is a whole-product application of VCS' speech recognition technology.
It automatically routes telephone calls by prompting callers to speak the name of the
person or department they are trying to reach. Before the formation of the new division,
the product was sold through a direct sales organization.
Comverse Selected By B-Band Operators In Brazil
Comverse Network Systems, a division of Comverse Technology, Inc., a supplier of enhanced
service platforms to wireless and wireline network operators, has been selected by BCP
Telecommunicacoes (BCP) and BSE Telecommunicacoes (BSE) of Brazil. Comverse will provide
enhanced services platforms for deployment in BCP's and BSE's digital wireless networks,
which serve over 69 million POPs in Sao Paulo and the northeast regions of Brazil.
Comverse's enhanced services platform enables BCP and BSE to provide messaging services,
such as call answering and short text messaging. When a subscriber is unavailable or busy,
callers can deposit a voice message into the subscriber's personal mailbox. The
subscribers can then be notified that they have messages waiting for them via a brief text
message on their wireless handsets.
Americom To Enter Joint Venture To Operate In Nigeria
Americom Networks International, Inc. has concluded a joint venture agreement with ISS
Networks Limited to provide Internet and enhanced telecommunications services in Nigeria.
The service, using wireless modem and dial-up access, will be made available to businesses
and consumers during the second half of 1999. ISS Networks Limited has been awarded VSAT
and Internet service provider licenses from the Nigerian Communications Commission for the
joint venture. Americom's Internet access and high-speed communications systems will
benefit agriculture in Nigeria by providing access to information such as pest control,
farm practices and drought management. Other beneficiaries will include Nigeria's
education system, medical community and business community at large.
Foreign Investment In France Reaches 10-Year High In 1998
Foreign investment in France reached a 10-year peak in 1998 when 445 projects were
announced, up 23 percent from 1997. These investment operations will create or preserve a
total of 29,411 jobs in the next three years, 21.5 percent more than in 1997, continuing
an uninterrupted rise since 1992. These results suggest France's strong appeal to North
American companies seeking an educated workforce and an increasingly dynamic business
environment, state-of-the-art science and technology centers and excellent
telecommunications and transportation infrastructures.
SpeechDat II Generates Data For Extending Speech Recognition To
Major European Languages
The recent completion of a pan-European research project has resulted in one of the
largest, most wide-ranging databases of spoken language yet produced. The project,
SpeechDat II, has involved nearly 20 of Europe's technology companies, academic centers
and research institutes. As one of the primary participants, Vocalis, a speech recognition
telephony company, now has access to all the data generated. These data are expected to be
of great value in Vocalis' development of future advanced speech recognition (ASR)
systems. The data collected by SpeechDat II covers all 11 official European languages,
including alternative dialects.
Globix To Establish European Base In London
Internet provider Globix Corporation has announced that it will establish a European base
in London to coincide with the launch of its data center operations in New York City and
Santa Clara, California. The new premises will cover 34,000 square feet in New Oxford
Street, central London, and will be open by June 30, 1999. The center will hire 100
employees by the end of the year.
BT To Acquire Stake In Latin American Telecommunications Company
British Telecommunications has announced plans to acquire a 20 percent stake in ImpSat, a
telecommunications company in Latin America. ImpSat, which has networks in key cities in
Argentina, Brazil, Colombia, Ecuador, Mexico and Venezuela, will also become a likely
distributor of Concert, BT's global services company. ImpSat has established itself as a
player across Latin America, providing corporate customers with a range of voice, data,
Internet and e-commerce services. The proposed agreement will extend Concert's global
reach and provide a potential springboard for further activity for BT in Latin America.
Aspect Telecommunications Awarded Major Contract From Deutsche
Aspect Telecommunications Corporation has announced the receipt of a multisystem order
from Deutsche Telekom, Europe's largest telecommunications company and the third largest
carrier worldwide. Under the terms of the agreement, Aspect will install more than 100
customer relationship management application suites, which include their ACD server, with
Aspect ACD Software Release 7 throughout Germany over the next year. Deutsche Telekom's
customer contact centers will then support more than 15,000 agents in the company's sales
and service divisions.
VarTec Opens Base In Britain
VarTec, a Lancaster, Texas-based telecommunications company, has opened a new European
headquarters at Northampton in the East Midlands of England. The company, which is looking
to expand across Europe, chose the site because of the local accent, educated employment
pool, access by rail and road and proximity to London. VarTec has recruited 100 employees
thus far for call center, marketing and finance functions and eventually expects to employ
a total of 300 people.
Comcel Chooses CGI And LHS To Deliver Customer Care And Billing
LHS Group, Inc. has announced that Comcel Comunicacion Cellular S.A. of Colombia has
licensed LHS' client/server-based customer care and billing system, BSCS, to support
Comcel's TDMA-based wireless service for up to one million subscribers. Comcel licensed
BSCS to replace its existing customer care and billing system. LHS partner CGI Group, Inc.
also signed an agreement with Comcel to provide an integrated customer care and billing
solution using BSCS. CGI, with support from LHS, will act as the system integrator,
responsible for the customization and implementation of BSCS version 5.2 software, to
provide Comcel with an integrated customer care and billing solution.
Harte-Hanks And Communiqu� Direct Announce Alliance
Harte-Hanks Response Management has entered into a strategic alliance with Communiqu�
Direct, an Australian high-tech direct response company. Communiqu� Direct will market
Harte-Hanks Response Management's services to shared and new clients in Australia and New
Zealand. Dell Computer Australia is one of the first companies to take advantage of the
new alliance by gaining an improved sales lead management system. Harte-Hanks Response
Management can now supply its clients with response management expertise in Australia and
New Zealand and Communiqu� Direct will gain access to Harte-Hanks Response Management
resources such as Web-based campaign planning and delivery tools, including the
Comprehensive Advanced Lead Management (CALM) system.
Celo Communications Merges With DEH Information Systems
Celo Communications has announced its merger with DEH Information Systems, a German
technology company that develops a range of security products with an emphasis on smart
card support. For Celo, a provider of security products for Internet commerce and
communication, the cooperation between the two companies will provide reinforcement from
DEH's development team and their knowledge about smart card technology. In addition, it
will provide an opportunity for Celo to enter the German market.
Nuance Adapts Nuance 6 For Canadian French And Swedish
Nuance Communications, a provider of natural language speech recognition software, has
announced the availability of Nuance 6 for both Canadian French and Swedish. Nuance has
signed a partnership agreement with PRIMA, a Canadian company which creates computerized
telephony products. PRIMA will resell Nuance products and plans to integrate Nuance 6 with
its OPUS Maestro development environment. Additionally, Nuance has partnered with Telia, a
provider of telecommunications in the Nordic/Baltic region, to deploy the first Swedish
natural language speech recognition system. Currently, the new system is handling calls
for the National Road Traffic Registry, a division of the Swedish National Road
Sykes Opens Second Call Center In Sweden
Invest in Sweden Agency, a site-selection promotion branch of the Swedish government, has
announced that Sykes Enterprises, Inc., an information technology and call center service
agency based in Tampa, Florida, will open its second call center facility in Dals-Ed,
Sweden. The new center will have a total capacity of 432 seats and will increase support
to the highly computerized Scandinavian region. Sykes' first Swedish site in Sveg,
northern Sweden, consists of a 324 seat technical call support center which serves mostly
international computer manufacturers and software publishers.
WhiteCap Announces Two Strategic Alliances
WhiteCap Development Corp. has announced a one-year strategic alliance with POINT
Information Systems, Inc. to market WhiteCap call center software with POINT's TeamPOINT
customer relationship management software solution. The two NT-based product suites will
together create a computer-telephony-enabled customer relationship management environment
for sharing information about customers and interacting with them in the customers' choice
of media. Additionally, WhiteCap and Vertical Networks, Inc. have forged a partnership to
jointly market Vertical Networks' InstantOffice system, an integrated communications
platform, and WhiteCap multimedia call center software. The integrated system will offer
branch offices and small businesses a turnkey multimedia call center, complete with all
hardware and software necessary for a feature-rich call center solution.
TCS Forms Alliances
TCS Management Group, Inc. has announced the development of a co-marketing alliance with
Comverse Infosys Inc. The alliance will focus on promoting the integration of TCS's
software, a resource planning system for call centers, with Comverse's quality monitoring
program in relation to scheduled call recording. The integration allows Comverse to import
assigned agent work schedules from TCS' workforce management software, SeriesFive, in
order to validate times for quality monitoring. Additionally, TCS and Interactive
Intelligence have announced that they have developed an interface for feeding historical
call information from Interactive Intelligence's Enterprise Interaction Center (EIC) to
the TCS workforce management system. Integration of TCS software and EIC allows call
centers to schedule the right number of agents to answer the phones at any point in time
in order to avoid the high personnel costs associated with overstaffing and the agent
turnover and low service levels caused by understaffing. Mutual customers of TCS and
Interactive Intelligence can use these companies' products together to answer calls
efficiently and cost-effectively.
Silknet And Calico Announce Alliance
Calico Technology, Inc., a provider of e-commerce software and services, and Silknet
Software, Inc., a provider of e-business applications, have announced a strategic alliance
to offer a complete solution for managing guided, personalized interactions through the
customer lifecycle. The combination of Silknet and Calico enables companies to provide
their customers with a more integrated and efficient customer experience. The alliance
will enable Silknet to extend its ability to provide customer-efficient e-business
solutions through Calico's eSales Suite of interactive selling applications. Calico's
eSales Suite will add value to Silknet's eBusiness applications by enabling simple,
interactive buying and selling of complex products and services across all sales channels.
Sequent Ensures Performance Guarantee For Siebel 99 On NUMACenter
Sequent Computer Systems, Inc. has announced that it is offering a performance guarantee
for customers deploying large-scale Siebel 99 call center applications on Sequent's
NUMACenter systems. The guarantee is a contractual option backing aggressive performance
level targets with up to $5 million in products and services. This performance guarantee,
along with the integration of Sequent's Contact Advantage customer relationship management
(CRM) solution, provides a commitment to customer success in call center deployment. As
part of the guarantee, Sequent will take responsibility for system response time to call
center agent queries and other key performance metrics.
eGain And Remedy Integrate Help Desk And E-Commerce Customer
eGain Communications Corp. and Remedy Corp. have announced that they have integrated their
flagship products: the eGain Email Management System (EMS) and Remedy Action Request
System (AR System). This strategic integration creates a customer service solution for a
blended customer support center, giving customer support agents a single, easy-to-use
interface to view information. As a member of the Remedy Product Partners Program, eGain
ensures that this integration will be developed, maintained and supported over time.
Customers using the Remedy AR System can take advantage of this partnership to integrate
an online customer service solution into their service organizations.
Nortel And Clarify Integrate Symposium Call Centers With Clarify
Nortel Networks and Clarify Inc. have announced an integration package that enables
customer service professionals to more effectively use Nortel Networks' Symposium Agent
and Clarify FrontOffice software to provide front-office services. Using a caller's
telephone or account number, the Clarify FrontOffice AgentTrigger software automatically
searches the Clarify system and displays the customer's historical information on the
agent's screen. Customers can modify the application to their specific needs.
Netscape And Net2Phone Sign Global Distribution Agreement
Netscape Communications Corporation and IDT's Net2Phone subsidiary have signed a
multi-year global distribution agreement under which Net2Phone's PC-to-Phone service will
be bundled with Netscape's Internet browser, Netscape Communicator, and will be featured
as a button on the browser's personal toolbar. In addition, the Net2Phone service is
scheduled to be prominently featured on Netscape's Internet portal, Netscape Netcenter,
enabling customers to place telephone calls directly from their computers to any telephone
in the world. The companies also announced that Net2Phone plans to use Netscape's line of
e-commerce software to serve as the engine for future Net2Phone e-commerce solutions
including Click2Talk, Click2Call Me, easysurf.com and the Net2Phone Web site.
Molloy Group And Business Objects To Partner
Business Objects and Molloy Group, Inc. have announced that Molloy Group is bundling
Business Objects' decision support software with Knowledge Bridge, Molloy Group's
knowledge management application. As a result, Molloy Group will be able to offer
enterprise-deployable, Web-enabled business intelligence solutions for call centers, help
desks and other customer-focused operations. Molloy Group, which will resell Business
Objects' products called BusinessObjects and WebIntelligence under an application provider
agreement, has also jointed the Business Objects Alliance Partner Program.
HP And Rubric Form Alliance
In a move that is expected to help drive e-commerce, Hewlett-Packard Company and Rubric,
Inc. have announced that they have formed an alliance that will help companies integrate
their telemarketing centers into Internet marketing campaigns. As part of the alliance,
Rubric's enterprise marketing automation (EMA) capabilities will be integrated with HP
Customer Contact Manager (CCM) computer-telephony integration (CTI) software to enable a
real-time, personalized interactive experience for the customer. By using this
combination, companies can enhance their overall customer relationship management programs
and improve customer loyalty.
eShare Forms Two Partnerships
eShare Technologies Inc. has formed a strategic partnership with Line4 (formerly Aristacom
International). As a result of the partnership, eShare will integrate its NetAgent
customer interaction solution with Line4's LiveTouch product, which links a firm's Web
site to its call center, applications and databases. The combined technologies enable
companies to integrate all of their information resources to produce the maximum
efficiency from their online businesses. eShare has formed a second alliance with EIS
International, Inc. The partnership gives EIS rights to resell NetAgent to EIS customers,
who will have access to eShare's Internet-based human interaction system.
Davox And IEX Announce Joint Product Partnership
Davox Corporation and IEX Corporation have forged a joint product partnership that will
allow both companies to offer a comprehensive virtual call center solution. The alliance
will integrate Davox's recently introduced call center management solution, Ensemble, and
IEX's Totalnet call routing software to create an enterprisewide customer interaction
platform. Using this platform, geographically distributed call centers will be able to
integrate resources from multiple vendors, such as automatic call distributors (ACDs),
interactive voice response systems (IVRs), workforce management, Web servers, databases
and desktop applications.
Calista And Iwatsu Announce Cooperation
Calista and Iwatsu have announced that Calista's PBXoverIP telephone extenders now support
Iwatsu's ADIX APS and ACD. With Calista's PBXoverIP products, telecommuters and
work-at-home agents can now use an Iwatsu ADIX phone remotely -- over a private IP
network, the Internet or the public telephone network (PSTN). Calista's PBXoverIP products
use the latest voice-over IP technology to relocate any supported PBX telephone to a
remote site, without changing or upgrading the current PBX infrastructure. PBXoverIP
connects directly to Ethernet and works with a variety of network technologies such as
DSL, ISDN or cable modems.
Millennium Opens New Call Centers
Millennium Teleservices has announced the opening of its 22nd, 23rd and 24th call centers.
The new Canton, Ohio call center, which employs 215 agents, opened January 11, 1999. The
second new center, located in Bluefield, West Virginia, opened January 21, 1999 and
employs 200 TSRs. The third center, which opened March 6, 1999, is located in Morgantown,
West Virginia and will employ 250 agents when hiring is completed. In addition, Millennium
has announced plans to expand an existing call center into a new building in an urban
renewal center in Albany, New York. The new building will house a state-of-the-art call
center that will train and provide approximately 400 jobs in accordance with the U.S.
Government's "Welfare To Work" initiative.
Contact Solutions Group Locates Call Center In Qu�bec
Contact Solutions Group, a provider of teleservices solutions, has announced the opening
of a new call center in Qu�bec, Canada. The new facility is located in downtown Montr�al
and became fully functional in April, 1999. The call center will have 220 workstations and
should create 552 new jobs.
Convergys Expands Operations With New Call Centers
Convergys Corporation has announced the opening of a new call center in the St. Louis,
Missouri area. The center, located in the suburb of Hazelwood, will create up to 1,000 new
jobs and has the potential to operate 24 hours per day, 7 days per week. Additionally,
Convergys has announced its intention to locate a new call center in Killeen, Texas. The
new center is slated to open in June, 1999 and will create approximately 600 new jobs.
Answer America Locates New Call Center In Albany
Answer America has opened a new call center in Albany, New York. The new facility will be
the home of The 800 Club, Answer America's inbound telemarketing and order-entry call
center, which was previously located in Denver, Colorado. The new call center will
continue to manage customer inquiries, including order processing, customer service,
dealer locator, fulfillment and upselling and cross-selling products.
Paragren Launches Data Management Division
Paragren has announced the launch of its new Data Management Division, which will develop,
manage and support turnkey customer relationship marketing (CRM) programs for Paragren
clients. In addition to building in-house expertise, the Data Management Division will
develop strategic alliances with industry players to offer Paragren clients best-of-breed
CRM programs, including data capture, database creation and management, list management,
campaign management and marketing services, mail processing, list management, e-commerce,
telemarketing and fulfillment.
Ericsson Expands Scope Of Enterprise Market Unit
Ericsson has announced that it will be expanding the scope of its enterprise market unit,
formerly known as Enterprise Networks. This expanded focus is reflected in the new name of
the business unit, Enterprise Solutions. Ericsson Enterprise Solutions is a total
solutions provider, offering enterprises consulting expertise to complement its
established product portfolio. Enterprise Solutions is comprised of three areas: Business
Consulting, Enterprise Systems and Wireless Office, each with its own focus on delivering
competitive solutions to the enterprise consumer.
Call Center Activity Up 400 Percent In Five Years In Maine
MBNA America Bank, ICT Group and Sitel Corporation are among the companies that have
joined L.L. Bean to make the call center industry one of Maine's fastest-growing
employment sectors: over 11,000 jobs currently, with another 2,000 to follow.
Additionally, EnvisioNet Computer Services, Inc., a provider of technical support to
Internet service providers and software and hardware vendors, is expanding into new
facilities in Brunswick, Maine, creating 500 new jobs in the next two to three years.
Texas Micro Opens Two International Offices
Texas Micro Inc., a manufacturer specializing in the design, production and integration of
open system computing platforms for telecommunications, has expanded with the announcement
of two new international office locations. The first office, Texas Micro Bureau France,
located in Versailles, France, has been established to handle the company's growing
business in that country. The second office, Texas Micro Bureau Israel, will be located in
Rehovot, Israel and will service accounts in Israel, Eastern Europe and the Mediterranean.
West Telemarketing Expands In Alabama
West Telemarketing has announced plans to open a new business-to-business marketing center
in Dothan, Alabama. The new call center will create approximately 250 new jobs and will
provide a full range of telecommunications-based services to business clients on an
outsourced basis, including outbound operator services, automated voice response services
and outbound direct teleservices.