June 1999
Premisys Unveils CustomerCare2
Premisys Communications has introduced CustomerCare2, an all-inclusive
service program that incorporates installation support, upgrade protection, training,
extended equipment warranties, customized literature for resellers that rebrand the
equipment, contract services and an around-the-clock trouble desk for Premisys' line of
integrated access solutions. The company is focusing the program on competitive local
exchange carriers because their rapid growth frequently stretches their capability to
maintain such support, yet they know that customer services are as critical as
technological services to their business success. Under the program, CustomerCare2
services can be obtained as a complete package or individual services can be bundled
according to the specific needs of the carrier.
No. 505, www.ccsmag.com/freeinfo
Witness Systems Announces Enhancements To WITNESS
Witness Systems, a developer and supplier of customer interaction recording and analysis
solutions for contact centers, has announced on-demand, real-time monitoring enhancements
to its WITNESS business-driven recording application. At the forefront of the enhancements
is the ability for contact centers to initiate recordings using external applications. The
WITNESS solution captures attributes from contact centers' customer relationship
management (CRM) or in-house applications to drive these recordings. By configuring
WITNESS to begin recording when agents enter data into a specific field in a company's
customer information system (CIS) or other enterprise application (such as HR and help
desk systems), companies can target vital interactions to help them maximize revenue and
customer satisfaction.
No. 506, www.ccsmag.com/freeinfo
Angara Announces General Availability Of Main-Memory Database
Solution
Angara Database Systems, Inc., a provider of main-memory database solutions, has announced
the general availability of the Angara Data Server, a full-featured relational database
management system (RDBMS) that uses main memory as the primary data store. Angara's
main-memory system gives a competitive edge for high-performance database application
development for delivering performance increases up to 1,000 times faster than data access
from disk and more than 20 times faster than the cache of disk-based RDBMSs. Angara
provides a functional RDBMS that leverages the speed of DRAM access to support today's
complex, database-intensive business applications, especially electronic commerce
implementations.
No. 507, www.ccsmag.com/freeinfo
ServiceWare Introduces New Internet-Based Solutions
ServiceWare International, a unit of ServiceWare Inc., has introduced new Internet-based
solutions and knowledge management strategies that companies can use immediately to
improve customer support operations, speed problem resolution and resolve issues
associated with Y2K. Knowledge-Pak Viewer and Knowledge-Pak Architect software are
designed to promote rapid deployment of knowledge bases, solve the searching needs of
multiple audiences, add greater flexibility and focus in searches and facilitate knowledge
access and reuse. KnowledgeNow is a new program to help companies quickly develop
knowledge bases and provide knowledge-based support to their customers. Knowledge-Pak for
Y2K is designed to speed problem resolution for Y2K-related questions directed to help
desk personnel and customer support representatives. It can be implemented immediately as
part of an IT organization's overall strategy to address Y2K issues and can be used to
prepare for the anticipated increase in call volumes between now and the end of the year.
No. 508, www.ccsmag.com/freeinfo
Account-A-Call Releases Phase I Of Account-A-Call Interactive
AAC Corporation has announced that the first phase of a new Web-based service bureau,
Account-A-Call Interactive, is now available to Account-A-Call clients, with additional
services and functionality scheduled to roll out during the second and third quarters of
1999. The new service provides more flexibility of reporting options and delivery
mechanisms. Account-A-Call Interactive will, among other things, enable clients to access
the formatted and non-formatted data over the Internet. With the completion of Phase I,
clients will be ready to review their entire reports remotely via the Internet, conduct
spontaneous searches of CDR records and can opt to receive daily or weekly polling
statistics. With the roll-out of Phase II, they will be able to maintain their databases
over the Internet or Intranet, uploading and downloading changes quickly and easily. More
dynamic report interaction will also be available.
No. 509, www.ccsmag.com/freeinfo
Telect Debuts Powerful New StarDAX Network Access System
Telect, Inc. has released a family of scalable digital access cross-connect systems,
StarDAX, geared to maximize network bandwidth and performance while reducing operating
costs and rack space. StarDAX provides both a digital cross-connect system (DCS) and an
integrated multiple access platform. The unit consists of a chassis, a system card
manager, a power module and pairs of application and interface cards. Unlike traditional
DCS and integrated access systems that have a primary and a fail-safe matrix to provide
cross-connectivity, StarDAX features a distributed cross-connect fabric that eliminates
the risk of single-point failure.
No. 510, www.ccsmag.com/freeinfo
On Hold Plus Announces Music On-Hold Software
On Hold Plus, Inc., a designer and manufacturer of cost-effective telephone on-hold
solutions, has begun shipping HoldWare. HoldWare is an MP3-compatible software packaged to
allow users to easily create and play premium quality music and message audio for
telephone callers in queue. The package is comprised of two software components, HoldWare
Player and HoldWare Writer, and a multi-line telephone adapter that allows users to
connect audio from their PCs to their SOHO telephones. HoldWare Player enables the user to
create and play 16-bit, CD quality on-hold message audio in the background from the PC's
sound card and features on-the-fly mixing that automatically fades music down when a voice
message begins. HoldWare writer lets users chose from a variety of different message
category templates, each of which is designed to create a custom on-hold message script.
No. 511, www.ccsmag.com/freeinfo
Decibel Products Introduces dB Alarm Dialer For Remote Monitoring
A new low-cost multipurpose alarm dialer designed to call up to four telephone numbers
with the occurrence of an alarm has been introduced by Decibel Products, a division of
Allen Telecom, Inc. Decibel's dB Alarm Dialer, model DB8815A, accepts up to eight digital
or analog inputs and offers two relay output alarms. Users can select multiple analog
sensing inputs from 0 to 5Vdc or select digital closed contact relay-type inputs. The dB
Alarm Dialer uses a standard PC modem to report each alarm occurrence to as many as four
different locations including numeric and alphanumeric pagers and remote computers. These
alarms can be prioritized to specify which ones are reported immediately and which alarms
are simply logged by the monitor. Predefined text messages notify repair personnel with an
alarm description and assign them a major or minor alarm status.
No. 512, www.ccsmag.com/freeinfo
SpeechWorks Announces Speech-Enabled, Self-Service Solutions For
SAP R/3
SpeechWorks International, Inc. has introduced automated speech recognition (ASR)
applications for customers using SAP's Sales & Distribution, HR Employee Self-Service
and Customer Interaction Center (CIC) modules. These new software building blocks, known
as SpeechWorks for SAP R/3, allow customers, suppliers and employees of corporations using
SAP R/3 to access information and complete transactions automatically, 24 hours a day, by
speaking naturally over the telephone. To support multinational customers, the solutions
will also be available in Spanish, German and French.
No. 513, www.ccsmag.com/freeinfo
Insight Releases ArchivePro 2000
Insight Software Solutions, Inc. has announced the release of ArchivePro 2000 V1.0, an
easy-to-use product that facilitates the archiving, searching and recalling of data to and
from fixed and removable media, either locally or across a LAN, WAN or the Internet.
ArchivePro is can store files or groups of files on an "archive device," such as
a Jaz Disk, a reserved area of a hard drive or something similar. It will compress the
files and keep track of them, and they can be searched and recalled at any time. The
archive device need not be on the same PC as the data to be archived, though it can be. It
can be on another PC on a local area network, on a system on the other side of the world
connected via a wide-area network or on the Internet. Multiple PCs can all use the same
archive device, which is connected to a single PC server.
No. 514, www.ccsmag.com/freeinfo
Funk Software Ships Proxy Remote Gateway
Funk Software has introduced Proxy Remote Control Gateway, a state-of-the-art remote
control, screen monitoring and screen recording system that provides all the tools a call
center supervisor needs to monitor the interactions between call center agents and
customers, to evaluate agent performance and train new agents key components of any
call center quality assurance program. Proxy Remote Control Gateway's screen monitoring
capabilities let call center supervisors closely observe what's happening on each agent's
screen, and, in turn, monitor the quality of service being provided. Supervisors have
several monitoring options. They can view in real-time one or more agent PCs at the click
of a button to see how an agent uses the script and if he or she is using the system
correctly. They can also use the "cycle mode" to round-robin among multiple PCs
on the network to systematically monitor a group of agents. Finally, Proxy Remote Control
Gateway provides a "stealth" monitoring capability that lets supervisors monitor
agents undetected.
No. 515, www.ccsmag.com/freeinfo
Quicknet Technologies Announces Availability Of Internet
SwitchBoard H.323
Quicknet Technologies, Inc., a provider of low-density Internet telephony products, has
announced the availability of its Internet SwitchBoard H.323 Internet Telephone Gateway
Software. The product is a fully hardware-supported H.323 Internet phone client that
connects to office phone systems worldwide. It enables users to take full advantage of
Quicknet's Internet PhoneJACK Desktop Internet Telephone card and Internet LineJACK
Internet telephone gateway card. In addition to providing improved clarity, Internet
SwitchBoard reduces audio latency (delay) normally associated with Internet telephony to a
point better than or equal to the quality of a cellular telephone call. A full H.323
client, Internet SwitchBoard enables users to place calls to other H.323 applications and
the most popular Internet telephone clients including the Microsoft netMeeting client
bundled with Windows 95/98, IDT Net2Phone and VocalTec Internet Phone.
No. 516, www.ccsmag.com/freeinfo
Chordiant Unveils Instant Customer Recognition And Personalization
System
Chordiant Software has introduced Chordiant Customer Communications Solution (CCS) 1.6, a
customer relationship management system which will allow businesses to instantly recognize
millions of customers and provide personalized service over the phone or Web. The
consumer-based business model in CCS 1.6 enables large consumer companies to better
leverage their investments in customer segmentation, market intelligence and customer
information. The Chordiant system uses a model that initially includes 150 customer
characteristics and can be expanded to more than 1,000 attributes to automatically tailor
such elements as the product, promotions, price and service levels based on the needs and
value of each customer.
No. 517, www.ccsmag.com/freeinfo
Sphere Communications Ships Sphericall Media Gateways
Sphere Communications Inc., developers of Sphericall, a scalable network-based PBX for
business, announced the shipment of its latest version of Sphericall that includes support
for its most recent hardware innovation-Sphericall VBX Media Gateways. Using VBX or
Virtual Branch eXchange-products, connections to the PSTN and to client phones are through
modular, network-attached hubs rather than through hardware components in PBX or PC
platforms. Media gateways provide exceptional voice quality on packet-based networks by
loading voice directly into layer 2 for end-to-end transport. The Sphere VBX components
are designed to support the proposed IETF Media Gateway Control Protocol (MGCP) submitted
by Bellcore and Level 3. With this protocol, Sphere products can adhere to the model of
multiple controllers spread throughout an enterprise environment.
No. 518, www.ccsmag.com/freeinfo
MetaSound Systems Announces Message-On-Hold Solution
MetaSound Systems, Inc., a provider of digital audio marketing solutions for use in
message-on-hold and call center in-queue environments, has announced a new addition to its
line of products, the PromoCast DDL. This innovative single-product solution significantly
expands MetaSound's product line to more completely address the on-hold and in-queue
requirements of large enterprises. The PromoCast DDL delivers high-end digital audio
through a reliable architecture and provides a simple installation procedure that
increases its ROI for organizations seeking an affordable and "complete" call
center marketing service.
No. 519, www.ccsmag.com/freeinfo
Sitebridge Launches Hosted Service
Sitebridge Corporation has announced the launch of its CustomerNow Hosted Service, The new
service gives business customers the ability to access Sitebridge's flagship sales and
service software over the Internet. Sales and service professionals can use the standard
Internet connections and browsers to log on and use the software from Sitebridge's
mission-critical network service, removing the need for on-site software installation and
dramatically improving their ability to service online customers. Sitebridge will also
continue to offer its modular, enterprise-class software system on a server license basis.
No. 520, www.ccsmag.com/freeinfo
Paragren Introduces Web-based Application For Competitive
Promotions Tracking
Paragren has introduced CrediTrend PromoVu, a Web-based application that delivers scanned
images of credit card solicitations directly to the desktop. PromoVu offers a
user-friendly, organized way to access and evaluate competitive promotional offerings. The
database is continually refreshed with new promotions, providing the user with more
current information compared to the multi-month lag time currently seen within the
industry. The data are organized by credit card issuer, brand, date of promotion and more
than 25 other key attributes such as interest rate, annual fees and affinity affiliation,
allowing users to easily access statistics across promotions. Because PromoVu is available
via the Internet, users can view the latest promotion details on a real-time basis and
react quickly to competitors' campaigns.
No. 521, www.ccsmag.com/freeinfo
Harte-Hanks Announces Allink Agent Interactive Relationship
Management System
Harte-Hanks Data Technologies has introduced Allink Agent, an interactive relationship
management system that enables marketers to optimize customer and prospect communication
across all touch points. Allink Agent is a business rules-based system that centrally
manages real-time acquisition, reactivation, cross-selling and retention opportunities. It
leverages customer profile information to determine the significance of individual
customer interactions such as purchases, transactions, service inquiries or Web activity.
Based on those customer interactions. Allink Agent responds immediately via the customer's
preferred touch point with a customized sales offer or service message based on
pre-determined business rules.
No. 522, www.ccsmag.com/freeinfo
ICT Group Launches ICT NET2TEL.com
ICT Group, Inc. has announced the launch of ICT NET2TEL.com, a fully
interactive live operator support solution designed to significantly improve both the
sales productivity and consumer satisfaction levels of e-commerce transactions. Developed
in conjunction with two technology companies, eFusion, Inc. and Aspect Telecommunications,
ICT NET2TEL.com offers proactive, simultaneous voice and data interface to Web users. The
product is compatible with both one- and two-line telephony links.
No. 523, www.ccsmag.com/freeinfo
Nuance Offers New Service And New Product
Nuance Communications has debuted the Nuance Extranet, a secure, self-service resource for
customers and partners. The personalized Web site offers features that make selling,
building deploying and maintaining speech recognition and speaker verification
applications easier. The Nuance Extranet offers technical support, sales support and
system planning tools for Nuance customers and partners. The Extranet is part of a larger
set of programs and initiatives such as the Nuance Developers network and Nuance Speech
University, which Nuance is offering to provide customers and partners with the resources
they need to manage the entire application lifecycle. Additionally, Nuance has announced
it has begun to ship its Foundation SpeechObjects, a core set of free, open-source,
standards-based components for building speech applications. The new product offers open
source code and APIs, which will enable the SpeechObjects to work with speech recognition
and speaker verification engines from any vendor. Using SpeechObjects, developers easily
assemble components into entire applications significantly reducing both the cost and the
time it takes to develop speech systems. The components encapsulate the voice user
interface (VUI) in a standardized way, implementing the structure of the dialog, the scope
of what people may say at a point in the dialog and the prompts that lead them to say it.
SpeechObjects are available in JavaBeans and ActiveX/COM implementations, so applications
based on SpeechObjects can be built using popular Java and Visual Basic tools.
No. 524, www.ccsmag.com/freeinfo
Trillium Software Launches Educational Web Site For Data Quality
Management
Trillium Software, a provider of enterprisewide data cleansing and reengineering
solutions, has launched www.data-cleansing.com, a new educational Web site for
organizations searching for answers to total life-cycle data quality management.
Data-cleansing.com is a dedicated knowledge base for the discussion, promotion and
advocacy of data quality management. Data-cleansing.com offers organizations facing
complex data reengineering issues a starting point on how to approach and deal with the
process of implementing enterprisewide data quality solutions. Data-cleansing.com features
articles, case studies and FAQs dealing with the most current issues surrounding data
quality such as consolidating multiple record formats, conducting
"e-engineering" for e-business, converting data for ERP applications like SAP or
standardizing data for developing match routines for customer relationship management.
No. 525, www.ccsmag.com/freeinfo
NetPhone Introduces IPBXmail Visual Voice Mail For NetPhone
Intranet PBX
NetPhone, Inc., a provider of open communications servers and IP telephony solutions, has
announced the NetPhone IPBXmail visual voice mail system. IPBXmail enables users to access
and administer voice mail messages from a Web browser and view messages integrated with
their e-mail inboxes. Additional capabilities help users screen, prioritize and queue
calls, plus route calls automatically to home or cell numbers or to coworkers. IPBXmail
will be bundled with NetPhone IPBX, NetPhone's open system for integrating voice and data
communications across corporate Intranets.
No. 526, www.ccsmag.com/freeinfo
Neutral Posture Ergonomics Introduces Intuitiv
Neutral Posture Ergonomics, Inc. has announced the introduction of Intuitiv, a stack chair
with a pivoting backrest. The pivoting feature intuitively adjusts to the movement of the
user for greater comfort. Intuitiv is a new addition to the Harvard seating line that
comprises over 90 models. The new chair also features a plastic-covered seat outer shell
for protection of other Intuitiv chairs when stacking, moving and storing. The model is
available with and without arm rests.
No. 527, www.ccsmag.com/freeinfo
ASC Telecom Announces Marathon Pro
ASC Telecom, L.P., a provider of voice and data recording, has announced the availability
of Marathon Pro (version 3.0), a professional voice-recording system. With advanced
architecture and fault-tolerant, redundant design each recorder can support from 8 to 128
channels and network thousands by using up to three digital audio tapes, DVD or optical
discs. The system can be coordinated with a Windows '95, '98 or NT workstation. Marathon
Pro simplifies retrieval of recorded messages through search criteria such as date, time,
dialed number, extension channel number, duration of call, user-ID, grouping or written
comments. Additional search criteria can be added via a CTI integration.
No. 528, www.ccsmag.com/freeinfo
Paymentech Launches Level III Purchasing Card Acceptance Program
Paymentech, a credit card processor for direct response merchants such as cataloguers,
telemarketers and Internet retailers, has launched a Level III purchasing card acceptance
program for its direct marketing clients. The ability to capture and transmit Level III
sales and invoice information gives Paymentech's direct response merchants an advantage in
growing business-to-business sales. Direct marketers with government, military or
corporate customers can accept Visa, MasterCard and American Express purchasing cards for
payment. This replaces time- and labor-intensive paper invoicing and check processing and
reduces the risks associated with traditional check collection.
No. 529, www.ccsmag.com/freeinfo
Telecorp Products Introduces Q-Watch Messaging
Telecorp has recently announced Q-Watch Messaging, a system which provides call center
managers and supervisors with a fast and effective way of communicating important
information to agents. Information can be sent as a quick or scheduled message to selected
reader boards and then saved in the message file for future delivery. With complete
Windows-based programming options, management can deliver specific information to
designated locations. Up to 15 lines of information with fully customizable special
effects can be programmed.
No. 530, www.ccsmag.com/freeinfo
Taqua Systems Announces The Open Compact Exchange
Taqua Systems, Inc., a provider of next-generation switching platforms, has announced the
Open Compact Exchange (OCX), a Class 5 access switch for merging voice and data
communications networks. The OCX is the "missing link" in network convergence,
freeing the CLECs from the ILEC access network. It is a scalable, cost-effective
next-generation Class 4/5 switch offering fault tolerance, remote diagnostics, BORSCHT
functionality (battery, overvoltage protection, ringing, supervision, coding, hybrid and
test), SS7 and ISDN-PRI capabilities, and an open, programmable API. The switching
platform offers analog lines and subscriber services, key in any strategy for converging
the public switched telephone network (PSTN) with packet- or cell-based backbone networks.
No. 531, www.ccsmag.com/freeinfo
Scherrer Resources Introduces Newest Version Of Sales Ally
Scherrer Resources, Inc. has announced version 5.07 of Sales Ally, its sales contact
software for the Windows NT and Windows 95/98 operating systems. The enterprise version of
Sales Ally was designed to be used in large-scale field sales installations where database
architecture and flexibility is critical. Key design features of the new version include
open database connectivity (OBDB) enabling installation of alternative legacy databases,
integration with Microsoft Office Suite, group scheduling and tracking of multiple sales
campaigns and multiple document image design (MDI) supporting the simultaneous handling of
many clients and prospects.
No. 532, www.ccsmag.com/freeinfo
IRT Launches Rapid Cycle Testing Call Center Testing Laboratory
IRT, a call center services provider, has introduced the Rapid Cycle Testing
Laboratory, a sophisticated call center facility that quickly develops and analyzes
alternative ways of maximizing the profitability of customer contact programs. The
service, designed for both inbound and outbound campaigns, creates a call center
environment that allows for the rapid set up and testing of multiple scripts and program
concepts in a statistically valid, real-time setting. Rapid Cycle Testing allows clients
to gain access to critical business intelligence about their customers' behavior and
interests to increase customer loyalty and retention. It provides the ability to test new
scenarios for pricing, cross-selling, objection handling and closing.
No. 533, www.ccsmag.com/freeinfo
AAC Corporation, a provider of call center and telecommunications
management solutions, has appointed Timothy R. Busch, president of The
Busch Firm, to AAC's board of directors. Busch will bring to the board experience in
corporate transactional law and mergers and acquisitions.
The board of directors of Technology Solutions Company has elected
senior vice president Timothy P. Dimond as the company's new chief
financial officer. Dimond has been senior vice president of finance and chief accounting
officer since August, 1998. Martin "Tork" Johnson, previously the company's
chief financial officer, will be a consultant to the company.
The board of Harte-Hanks has elected Larry Franklin
to chairman and chief executive of the company. Previously, Franklin served as president
and CEO. Also appointed was Richard M. Hochhauser to president and chief
operating officer. Hochhauser formerly served as executive vice president and COO. Other
corporate officers elected for the first time were Dick Wai-Cheong Man,
president of Harte-Hanks Data Technologies, and Gary Skidmore, president
of Harte-Hanks Response Management, both of whom were elected corporate vice presidents. Federico
Ortiz was elected vice president, Tax, and Jessica M. Huff was
elected controller and chief accounting officer. Additionally, Harte-Hanks Interactive, a
newly formed unit of Harte-Hanks Direct Marketing, has announced the appointment of Frank
A. Harvey to senior vice president.
eFORCE, a newly launched solutions integrator providing integrated
e-commerce, customer relationship management and enterprise applications integration, has
announced the appointment of Sukan Makmuri to vice president and chief
technology officer. Makmuri was most recently vice president of technology for the
Interactive Banking division at Bank of America.
Call Interactive has announced the appointment of Deb Hagge
to senior vice president, finance and accounting. Additionally, the company has added to
its staff Karen Tatten as director of sales. Call Interactive is an
interactive services provider and a subsidiary of First Data Corporation.
Steven J. Gomo has joined the board of directors of Hello
Direct, Inc. He is currently senior vice president and chief financial officer of
Silicon Graphics, Inc. Previous to Silicon Graphics, he spent 24 years with Hewlett
Packard in a number of positions of increasing responsibility.
Aegis Communications Group, Inc. has announced the appointment of Richard
M. Interdonato as the company's chief operations officer. He will be responsible
for the operational infrastructure of the company's 26 client service centers as well as
managing the client services, account management and technology organizations.
Amos Sela has recently been appointed to chief executive officer of Delta
Three, Inc., RSL Com's voice-over Internet protocol and Web communications
subsidiary. Sela was most recently director and deputy managing director of ISIS, a South
African systems integrator and software house.
TellSoft Technologies has announced the addition of Scott King
as vice president of worldwide sales. Additionally, the company has appointed Bill
Alexander as chief financial officer. Both King and Alexander were formerly with
Hewlett-Packard.
Thomas L. Cardella, president of Access Direct Telemarketing,
Inc., has been named the U.S. Small Business Administration's Region VII
Entrepreneurial Success Award winner for 1999. Region VII includes the states of
Iowa, Missouri, Kansas and Nebraska. Access Direct provides inbound and outbound
telemarketing and direct marketing services to Fortune 500 clients.
Distribution Associate, Inc. has announced the appointment of David
Himes as its new senior vice president for e-commerce applications. Himes will be
responsible for developing the company's CyberGistics division.
Telmax Corporation, a supplier of digital subscriber line (DSL) access
equipment providing multiple services over single-pair copper, has announced the
appointment of Jack McGuigan as senior vice president of sales. Prior to
joining Telmax, McGuigan was vice president of sales for Harris Corporation.
William R. Smedberg V has been appointed to executive vice president
of corporate development of Pathnet, Inc. Pathnet is a privately held
carrier's carrier of digital telecommunications capacity to under-served and second- and
third-tier U.S. markets. Smedberg has served as Pathnet's vice president of finance and
corporate development since he joined the company in 1997.
Mustang Software, Inc. has announced that former NASD chairman Phillip
E. Pearce and industry executives Michael D. Greenbaum and Anthony P. Mazzarella have
joined its board of directors. These individuals will serve as outside directors of
Mustang along with Stanley A. Hirschman and Michael S. Noling. James A. Harrer, Mustang's
president and chief executive officer, will complete Mustang's board of directors.
Hirschman will assume additional duties as chairman of the board.
The board of directors of TeleSpectrum Worldwide Inc. has announced
the appointment of Kevin M. Carlin to the position of chief information
officer. Carlin will be responsible for the definition of technology strategy and
implementation in addition to the management of IT within all TeleSpectrum business units
and subsidiaries.
Ron Weaver has been named vice president of worldwide sales for Franklin
Telecom and FNet Corp., Franklin's IP telephony and Internet subsidiary. He
replaces James Magruder, who has left to pursue other interests. As part of additional
restructuring within FNet, Peter Buswell, president and COO of Franklin
Telecom, is now acting COO of FNet.
Christopher Nolan has joined Unisource Network Services, Inc.
as the regional vice president of consulting in Washington, D.C. In his new position,
Nolan will oversee the technology staff and develop and implement overall corporate
strategy.
TECHMAR Communications, Inc., a provider of response management
services, has announced that Thomas E. Swithenbank has joined the firm as
executive vice president. Swithenbank will also join the board of directors. Prior to his
appointment, he held executive positions with Pegasystems, Inc., Harte-Hanks Data
Technologies and International Data Corporation.
Oracle Acquires Tinoway Nederland BV
Oracle Corp. has announced its acquisition of Netherlands-based Tinoway Nederland BV, a
vendor of complete mobile field service dispatching solutions. Field service applications
are key in Oracle's customer relationship management software offering for the
after-service provider market. This acquisition gives Oracle a solution that is strategic
to the CRM suite to provide the critical mobile field service functionality necessary for
field service organizations. The Tinoway applications offer solutions that link field
service agents to their home offices to accurately manage service information and
activities over a wireless network. The Tinoway products, renamed as Oracle Mobile Field
Service and integrated into the Oracle Service and Call Center suite, will provide
enterprisewide information with Oracle CRM 3i, Oracle's suite of 35 integrated
applications for marketing, sales, service, call center and electronic commerce.
LHS To Acquire Priority Call
LHS Group, Inc. and Priority Call Management, Inc. have announced a
definitive agreement under which LHS will acquire Priority Call. The proposed acquisition
will bring LHS a commercially proven prepaid and enhanced services solution for its
wireless and wireline customers worldwide. When integrated with LHS' BSCS, Priority Call's
ORYX platform will allow LHS' existing and new customers worldwide to offer numerous
differentiated services, such as prepaid calling, credit/debit card calling, enhanced
messaging and one-number "follow me" services.
MegaMarketing, UST and DeskGate Unite To Create M2Direct
In a strategic move to incorporate digital technology and the Internet into traditional
direct marketing services, two national direct marketing companies have joined with an
e-commerce company, DeskGate Technologies, Inc., to create M2Direct. The company combines
the people and services of Tampa-based MegaMarketing Corp. and Atlanta-based UST, Inc.
with Washington, D.C.-based DeskGate Technologies. M2Direct, Inc. will have a total of 285
employees in the United States. In addition to its headquarters in Tampa, M2Direct will
have offices in Oldsmar and Melbourne, Florida; Atlanta and Lithia Springs, Georgia;
Wilmington, Delaware; Pittsburgh and Allentown, Pennsylvania; Parsippany, New Jersey and
Washington, D.C. M2Direct intends to provide end-to-end direct marketing solutions for its
clients, particularly integrated marketing services that capitalize both on the Internet
and traditional direct marketing.
Adante Organization To Be Consolidated Into Genesys
Genesys Telecommunications Laboratories, Inc., a provider of enterprise interaction
management solutions, has announced the consolidation of the Adante organization into
Genesys. Since its acquisition by Genesys in January 1998, Adante (formerly Forte) has
operated as a separate organization, delivering stand-alone e-mail interaction management
solutions. With the transition, Adante customers are being offered the opportunity to
upgrade to Genesys E-mail, an enhanced customer e-mail management tool, based on Adante
software. With Genesys E-mail, Adante customers will realize additional features and
functionality, including messaging routing based on agent skills and availability, more
flexible real-time and historical reporting options, windows-based client interface and
external agent support.
GoldMine Software To Join With Bendata
GoldMine Software Corp. a mid-market sales automation vendor, and Bendata, Inc., a
mid-market customer service and support vendor, have jointly announced an agreement to
merge their organizations. This merger will create a large mid-market provider of sales,
marketing and support systems. The combined company will be called GoldMine Software
Corporation to leverage GoldMine's branding and name recognition. The new entity will have
two divisions, once focused on front-office applications enabling sales, marketing and
customer support, and the other focused on internal help desk solutions. The combined
company will continue to develop their respective products, including GoldMine's sales and
marketing solutions and Bendata's HEAT customer service and support applications.
AVT Announces Merger With MediaTel Corporation
AVT Corporation has announced its acquisition of MediaTel Corporation, a provider of
outsourced electronic document delivery services. The MediaTel network, which will be
marketed under the AVT-MediaLinq service brand, delivers on average over 750,000 pages of
information daily in an efficient, secure and cost-effective manner over a combination of
the Internet and the public switched telephone network.
Isadra Announces New Business Partner Program For E-Commerce
Isadra Inc. has announced a new business partner program which provides the distribution
industry with Isadra's suite of business-to-business electronic commerce solutions.
Prophet 21 customer implementations have already begun. Customers will now be able to
launch advanced online information, sales, support, order processing, tracking and payment
capabilities that will enhance their ability to compete on a global basis. Isadra
solutions are designed for single-location as well as multi-branch distributors.
Hello Direct Announces Patent For Smart Interface Technology
Hello Direct, Inc., a developer and direct marketer of telephone productivity products,
has been issued a patent for its smart interface technology. The technology developed by
Hello Direct enables both voice and data products to adapt themselves automatically to the
diverse, non-standard handset ports found on today's digital telephones without requiring
the user to manually configure switches or purchase phone-specific adapters. Currently,
the technology is embedded in the company's SuperPro headset amplifier, the LineStein
digital adapter and Hello Direct's newest cordless headset, the Cordless XLT.
Harte-Hanks Releases Results Of Customer Loyalty Study
Harte-Hanks market research has compiled the results from its National Syndicated Study of
Customer Loyalty. Final results show that over 70 percent of study respondents do not see
a clear benefit in being loyal, despite the increase of loyalty programs being introduced.
The study provides quantifiable insight into the relationship between satisfaction and
loyalty. More importantly, it helps explain why and when satisfied customers are not loyal
and loyal customers are not satisfied. The study was conducted in response to the rising
cost of acquiring new and profitable customers and was focused on retail banking,
insurance, credit cards, airlines, telecommunications, retail and the utilities industry.
Industry Veterans Form eFORCE
Industry veterans have teamed to form eFORCE, a new company organized to deliver reliable,
timely and cost-effective solutions to meet customer business challenges in the areas of
e-commerce, CRM, ERM and EAI. The new company is headed by president and CEO Nat Natraj,
formerly vice president and general manager of the financial services division of Siebel
Systems. eFORCE has acquired two IT solutions providers, Acumen Software and Fresh Fish
Media, to provide the company with a ready-made client roster.
Platinum Software Changes Name To Epicor
Platinum Software has officially changed its name to Epicor Software Corporation. The new
name is part of a broad initiative to strengthen the company's focus on its core
constituency: midmarket businesses that need all the power and functionality of ERP
systems, but without the challenges. To meet these demands, the company has recently
launched the Epicor Up-front Guarantee, a new program that eliminates the practical
unknowns typically associated with conventional ERP systems.
GartnerGroup Research Indicates That ERP Software Vendors Are
Penetrating The Services Industry
As the worldwide enterprise resource planning (ERP) professional services market is
forecast to grow from $25.4 billion in 1998 to $97 billion in 2003, ERP software vendors
are devoting more resources to the professional services sector according to Dataquest
Inc., a unit of GartnerGroup, Inc. Dataquest analysts said ERP software vendors are
establishing programs for the services sector because there are more revenue
opportunities. As ERP software vendors are primarily involved in implementation services,
software development and education and training, their share in these segments of the
professional services market is higher. Implementation services, software development and
education and training represent 78 percent of the total market for professional services
(not including support services). Within this segment, ERP software vendors hold 15.6
percent of the market.
Ovum Predicts Continued Strategic Importance Of The Call Center
Call centers will remain strategically important to business, and the call center market
will continue to grow despite the "Web hype," according to independent analyst
group Ovum, Inc. But Web-enabled call centers will become more widespread because they can
have a demonstrable positive impact on the bottom line. The findings come in a detailed
new report from Ovum entitled Next Generation Call Centers: CTI, Voice and the Web. Ovum
cites two reasons for the call centers' continued importance: the fact that companies
still believe they can service their customers better in real-time and that customers feel
their needs are better serviced by direct interaction with an agent than with self-service
media.
TIA Lauds Progress OF Telecom Deregulation In Japan
The Telecommunications Industry Association (TIA) has commended the governments of Japan
and the United States for the progress made in recent talks on the deregulation of Japan's
industries. During recent meetings, Japan's Ministry of Posts and Telecommunications (MPT)
and the Office of the U.S. Trade Representative (USTR) agreed on details concerning
telecommunications deregulation in Japan. Nippon Telegraph and Telephone (NTT), Japan's
dominant telecommunications carrier, and NTT DoCoMo, the dominant mobile phone carrier,
made progress on interconnection deregulation. It was agreed that NTT would ensure
interconnection rates are at a price below retail, encouraging more competition in the
somewhat closed Japanese market. With regard to NTT DoCoMo's interconnection rates, MPT
agreed to guarantee that these charges are cost-based, again encouraging easier access to
the integral telecom networks that reach the majority of the Japanese population.
DraftWorldwide Acquires London-Based DRS Advertising
DraftWorldwide has announced the acquisition of DRS Advertising, a direct
marketing agency based in London. DRS will change its name to DraftWorldwide and serve as
the company's London office. Draft's UK operation headquarters is located in Oxford. This
acquisition follows the company's January purchase of sales promotion and direct marketing
agency Marketing Principles.
Davox Signs Overseas Distribution Agreement With DATA DPS
Davox Corporation will see its Concerto inbound calling products and other offerings
distributed more widely across the Far East, due to a recent agreement with
Singapore-based DATA DPS. The agreement allows DATA DPS to bolster its strategy of
broadening its computer-telephony core competency. The company will be distributing Davox
products in Singapore, Malaysia, India, Sri Lanka and the Philippines.
ECI Telecom's ADSL Broadband Access Solutions To Be Deployed In China
ECI Telecom Ltd. has announced it was selected by Sichuan Public Information Industry Co.
Ltd. (SPCI) as a supplier of ADSL solutions. SPCI chose ECI Telecom's Hi-FOCuS to provide
simultaneous services including Internet, video, voice and multimedia to its subscribers.
The service will be initiated in June, 1999. The Hi-FOCuS ADSL solution was selected
following an evaluation of different alternatives to serve as the broadband access layer
of the Chengdu Broadband Multimedia Communication Network. This network is among the first
commercial implementations of ADSL technology in China.
Ericsson Further Expands GSM System In Liaoning Province, China
Ericsson has signed a contract with the Liaoning Post and Telecommunications
Administration (LPTA) for the fourth expansion of the province's GSM network. Scheduled
for completion in June of next year, the project will expand the capacity of Ericsson's
GSM 900 network in the Chinese province to nearly 2.5 million subscribers. The equipment
will be supplied by one of Ericsson's joint venture companies in China, Beijing Ericsson
Mobile Communications Company Ltd.
IBM Chooses Australia For Asian Language Call Center
IBM will establish a major Asia Pacific call center in Queensland, Australia
to provide technical support to IBM PC users outside Australia. In its first year, the
operation will employ 100 bilingual staff, with further expansions planned. Australia's
multilingual workforce and low operating costs were key factors in IBM's decision.
Australia was chosen over Singapore, Thailand and India, which were all considered
potential locations at the outset of IBM's site selection process. The site selection was
brokered by Invest Australia, the Australian government's national investment agency.
HotData Reaches Agreement With The Polk Company
HotData, Inc., a provider of customer intelligence into desktop software applications via
the Internet, has announced an agreement with The Polk Company to deliver consumer
psychographics and demographics directly into desktop software applications via the
Internet. With embedded access to consumer demographics and psychographics, users of
HotData-enabled applications can profile their customers to serve them better and can
segment new prospects for more effective sales programs. When the HotData System goes
online later in 1999, users will be able to HotData-enable their desktop software by
installing a plug-in module developed by HotData.
Sitebridge And Dialogic To Integrate Products
Sitebridge Corporation has announced the integration of its CustomerNow software with CT
Connect from Dialogic Corporation. CT Connect is an open, standards-based
computer-telephone link server. The linkage with CustomerNow can use a single call routing
and distribution technology for both phone calls and Web collaboration sessions. Under the
terms of the agreement, Sitebridge has integrated CT Connect with CustomerNow's Event Hub
routing and distribution system and will resell CT Connect as part of its integrated call
center solution. By using CT Connect, Sitebridge can interface with most major telephone
switches and ACDs deployed in call centers today, including Lucent's Definity G3,
Rockwell's Galaxy and Siemens' Hicom.
IET And Zamba Form Partnership
IET-Intelligent Electronics, a provider of software solutions that enable
customer-driven organizations to provide service through intelligent resource
optimization, and Zamba, a consulting and systems integrator, have formed a strategic
partnership. In response to IET's growth, Zamba will take on a significant role in
implementing IET's W-6 Service Scheduler in service organizations nationwide. Zamba's
collaborative efforts with IET include implementing W-6 Service scheduler at A&E
Signature Service, the product service division of Montgomery Ward & Co., Incorporated
and at Consumerfirst, a division of energy company Enbridge Inc.
Pegasystems And BroadVision Formalize Joint Marketing Alliance
Pegasystems, Inc. a provider of customer relationship management solutions, and
BroadVision, a supplier of one-to-one e-business applications for relationship management,
have announced a joint marketing alliance to provide large organizations with
multi-channel, customer-centric solutions for marketing, sales and service. The alliance
draws on Pegasystems' expertise in scalable solutions which unify call centers with
back-office legacy systems and BroadVision's secure, flexible e-commerce business
applications. The joint service will be implemented on the Web for customer self-service
and in call centers for representative-assisted service, enabling organizations to provide
consistent relationship management, regardless of which channel the customers choose to
use.
Sanchez Computer Associates Partners With Edify
Sanchez Computer Associates, Inc. and Edify Corporation have signed an agreement for Edify
to become a founding partner for Sanchez's e-PROFILE.com outsourcing service. This begins
the process whereby key technology partners will be joined to e-PROFILE.com to provide
complete end-to-end direct banking operations for institutions seeking entry into the
Internet banking marketplace. In addition, Edify will take a minority equity interest in
e-PROFILE, a newly formed subsidiary of Sanchez. With e-PROFILE, financial institutions
can take advantage of the consumer trend toward full utilization of electronic commerce
for all retail transactions.
Franklin Telecom Signs OEM Agreement With Vodavi
Franklin Telecom has announced it has signed a letter of intent to enter into an OEM
agreement with Vodavi Technology, Inc. The agreement is for Franklin to manufacture two,
four and eight port data voice gateways to be sold under Vodavi's brand name. Vodavi will
market this data voice gateway product as the DiscoveryIP. The product will add
toll-quality voice-over IP capability to Vodavi's STARPLUS Triad and Infinite digital
telephone systems. The unit includes a line interface board, a compression card and a
standard LAN interface. In addition to its ability to be remotely managed via SNMP,
compression options available include G.723.1, G.711 and G.929a, plus T.38 for fax. Vodavi
plans to begin shipping the DiscoveryIP in July, 1999 through authorized STARPLUS Triad
and Infinite dealers.
Siebel Systems And SITEL Announce Global Strategic Alliance
Siebel Systems, Inc. and SITEL Corporation have signed an initial worldwide contract and
formed an ongoing strategic platform partnership. The agreement stipulates SITEL as
Siebel's preferred partner for outsourced call centers and Siebel as SITEL's preferred
partner for its CRM call center software applications. SITEL plans to deploy Siebel call
center solutions in new applications and existing call centers as its preferred platform.
The common platform is expected to permit SITEL to eliminate duplicate and unnecessary
development costs, reduce implementation times and share practices and knowledge between
business units and information technology departments.
Unica And Atlantis Marketing Form Partnership
Unica Technologies, Inc., a player in the application of data mining technologies to the
marketing process, has announced a partnership with Atlantis Marketing Limited, an
Auckland, New Zealand-based database marketing bureau. The two companies will work
together to provide direct marketing solutions for client companies in the Pacific Rim.
Under the terms of the partnership, Unica will provide data mining and campaign management
software and services to complement the list, database, analytic and response fulfillment
services offered by Atlantis Marketing.
Excel Switching And RAScom To Integrate Technology
Excel Switching Corp, a provider of open switch platforms for telecommunications networks,
has announced with RAScom Inc., a provider of open remote access servers, that the two
companies are integrating their technologies to provide open remote access switching
solutions to the carrier community. The companies believe that the EXS RAServer will be
one of the first multiservice access switching systems to provide carriers with the
ability to offer reliable packet-oriented data services with circuit-based telco services.
The EXS RAServer is intended to eliminate the need for separate mulitplexers, switches,
packet routers and remote access concentrators, collapsing them all into a cost-effective,
9U, NEBS III-compliant platform. It is expected to offer service providers considerable
savings over what they might expect to pay for a multiplatform solution incorporating
critical functions of a Class 4 or 5 switch, an SS7 gateway, a remote access concentrator
and a high-end router.
MICROLOG To Provide Dialogic With A Contact Automation Project
MICROLOG CORPORATION has announced it will provide Dialogic Corporation with a contact
automation project for operations within its technical support organization. The project
features uniQue, Microlog's media-neutral customer contact center software, integrating
applications and multiple contact technologies. Microlog will also provide a
uniQue-integrated 48 port Intela interactive voice response system. The first
installations of the multiphase project are scheduled for the first half of the year.
Dialogic will initially use Microlog's uniQue product for routing customer initiated
technical questions posted on its Web site. The uniQue product will also allow users to
integrate and distribute e-mail, initiate desktop customer support applications and
automate intelligent agent answering of phone calls.
Motorola And Lucent Enlist Green Hills Software To Develop
Integrated Software Development Environment
Green Hills Software, Inc. has announced that it has been selected by Motorola and Lucent
Technologies to develop an integrated software development environment (IDE) for the new
Star*Core SC100 DSP architecture. The new IDE will feature a multiprocessor compiler that
automatically partitions C and C++ programs for optimal execution on the SC140 DSP core.
Green Hills' new IDE will provide a DSP-optimized superset of the editing, debugging,
profiling and project management capabilities already available in the company's flagship
MULTI development environment.
HTI To Offer Voice-Enabled Applications Through Agreement With
Nuance
HTI, a provider of Internet and call handling solutions, has added natural language speech
recognition and speaker verification to its offering through a new partnership with Nuance
Communications. Using the Nuance software, HTI will offer voice-enabled applications that
allow the caller to speak directly to an automated IVR system as they would to a service
representative. Voice commands are interpreted and acted upon immediately. The system is
designed to expand the functionality and ease of use of traditional IVR systems. The user
no longer need wait for prompts to access the desired information. HTI will integrate the
Nuance software into the company's UNIX- and NT-based IVR and Web platforms.
Deloitte Consulting And Computer Network Technology Team To
Deliver CRM-Legacy Integration
Deloitte Consulting and Computer Network Technology (CNT) have announced a strategic
relationship focused on real-time access to packaged and legacy applications. Deloitte
will include CNT's Enterprise/Access software for legacy application integration as a
solution offering in its customer relationship management (CRM) practice. The
implementation expertise of Deloitte, combined with the robust development capabilities of
Enterprise/Access, better meets clients' requirements for real-time access between
packaged and legacy applications, particularly in call centers and other CRM projects.
Broadbase And Clarify Announce Expanded Strategic Partnership
Broadbase Information Systems, Inc., a provider of enterprise performance management
solutions (EPM), has announced support for Clarify eFrontOffice, a solution designed to
extend the front office to include e-business sales, marketing and service capabilities.
The announcement marks the expansion of an existing partnership with a jointly integrated
solution. All Broadbase EPM applications integrate seamlessly with Clarify eFrontOffice
through Broadbase's packaged adapters. This ensures improved analysis and service through
all customer touch points, including e-mail, Web, field service contacts and support
center calls.
AVT RightFAX And Symantec Team To Integrate RightFAX v6.0 With
WinFax PRO 9.0
AVT RightFAX Software Group, a developer of advanced enterprise fax server software, has
announced an alliance with Symantec Corporation, a provider of utility software for
business and personal computing. The alliance includes an integration between the RightFAX
v6.0 fax server product line and Symantec's WinFax PRO 9.0 to provide a total corporate
solution for network-based faxing. Through this alliance, new corporate customers can
maintain WinFax PRO as their front-end fax client and extend their fax capabilities
through the robust functionality of the back-end RightFAX fax server. With the combined
solution, AVT RightFAX grows its customer base and Symantec enhances its ability to
support enterprise customers.
Lucent Selects U.S. Technologies As SYSTIMAX Certified Dealer
Lucent Technologies has selected U.S. Technologies, Inc. as a certified dealer and
installer for the SYSTIMAX Structured Connectivity Solutions system. Companies granted
Lucent's certified dealer and installer status is granted to companies with the ability to
provide comprehensive design assistance and installation proficiency. SYSTIMAX SCS is a
modular, universal information access platform based on open, multi-vendor architecture.
Offering voice, data and video through one network, it forms a single, low-voltage cabling
system that provides the foundation for multiple connection, integration and networking
capabilities.
MetaSound Systems And CNNRadio Join Forces
MetaSound Systems, a provider of digital audio broadcast solutions for message on-hold and
call center in-queue environments, has announced a venture with CNNRadio that will bring
news programming to MetaSound's customer base. As a result of the relationship, companies
using MetaSound's technology, such as British Airways, Siemens and Ticketmaster, will now
be able to provide a CNNRadio news feed to callers. Users will be able to select from a
wide range of CNNRadio program content to tailor the on-hold listening experience to the
interests of their specific vertical markets.
SpeechWorks Uses Technology From E-Speech Corporation
SpeechWorks International, a provider of conversational speech recognition technology and
products for over-the-telephone solutions, has announced that it has licensed and
integrated technology from E-Speech Corporation to deliver accurate name and address
recognition over the phone. This enhancement makes possible a wide range of automated
customer service applications that rely on name and address recognition, such as order
entry, reservations help desk services and auto-attendants. The integrated E-Speech
capabilities are part of the SpeechWorks 4.1 release, scheduled for the second quarter of
1999.
Daleen Technologies Expands Operations To Atlanta
Daleen Technologies, Inc., a software development company specializing in convergent
billing and customer care (BACC) software solutions, has announced the opening of its new
regional office in Atlanta, Georgia. The office was added to expand the Professional
Services, Training, Sales and Development organization. The new location will be
responsible for systems implementation and the development of pre-integrated vertical
market packages for Daleen's BillPlex BACC software product.
Marketlink To Add New Call Center
Marketlink, Inc., a teleservices agency with call centers in Des Moines and Storm Lake,
Iowa, will add a new call center in Estherville, Iowa in June. The company will initially
hire 50 sales representatives, increasing its total sales staff to 250 representatives.
Marketlink specializes in outbound sales and customer care programs for clients in the
communications, cable television and high-technology industries.
CMS Communications Opens New Service Centers
CMS Communications has recently opened two new sales and service facilities in Houston,
Texas and Philadelphia, Pennsylvania. The company specializes in the design, installation
and implementation of the latest telecommunications technology from NEC and Active Voice
and serves as a provider of Omniplex network, paging and Internet services.
Harte-Hanks Extends Direct Marketing With Advanced Services
Harte-Hanks, Inc. has strengthened its worldwide direct marketing offering with an
expanded interactive initiative to include Web site development, e-commerce and other
Internet-based and interactive services through Harte-Hanks Interactive, its newly-formed
full-service interactive division. A core strategy of forming the new division was the
company's recent acquisition of Spectral Resources. The new services will provide a
natural, value-added extension to the direct marketing services of Harte-Hanks. Services
on the Internet will enable client users to gather information about customers in
real-time Internet transactions, then use that information to develop data-driven
strategies to be implemented across all of their direct marketing channels in ways that
deliver measurable results and high returns on investment.
innoVisions Opens New Call Center Facility
innoVisions, L.L.C. has announced the mid-April opening of a new call center in
Sacramento, California. The new center is expected to bring up to 350 jobs to the area
within a year of its launch. innoVisions is a joint venture between the wholesale bank of
Wells Fargo & Co. and Cash America International, Inc. The company develops and
distributes the Atreva and Mr. Payroll brand cash vending machines, which provide
self-service check cashing and employ a facial biometric security system to verify the
identities of customers.
Aegis Launches New Client Service Center In West Virginia
Aegis Communications Group, Inc. has announced the opening of its new client service
facility in Elkins, West Virginia. The center began operations in November, 1998, handling
customer service calls and money transfers for Western Union. The 20,000 square foot
client service center contains over 200 workstations and room for expansion. Approximately
300 new jobs have been created and filled since the center's opening.
Access Moves To Expanded High-Tech Headquarters
Due to continued expansion, Access Communications Systems, Inc. has relocated its
corporate headquarters to a larger, more technologically advanced facility. The new space,
located in Melville, New York, is more than 50 percent larger than the company's previous
Farmingdale, New York location. The new building has been equipped with state-of-the-art
technology to help Access better serve its clients.
ACS Pacific Announces The Creation Of Advanced Contact Solutions
ACS Pacific Limited, an outsource provider of multimedia customer services in the
Philippines, has announced the creation of a subsidiary called Advanced Contact Solutions,
Inc. The new company will provide sales and marketing support from its location in
Torrance, California. Using its new CyberContact service, Advanced Contact Solutions can
support inbound and outbound e-marketing, help desk, service support, customer care,
collections and order processing.
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