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Call Center News
July 2000

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Expansions


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TelAlert 5.0 From Telamon
Telamon, Inc., a provider of wireless notification and remote systems management, has released Version 5.0 of TelAlert, its application-driven field messaging solution. The system for wireless notification and remote response is designed to enable wireless devices to integrate with back-office applications. TelAlert is designed to help mobile professionals by supporting wireless devices that can act as interfaces for any back-office application, connecting them to the office from wherever they may be. The company said that it enhanced the product's multiple protocol support with the addition of BellSouth Wireless Data's protocol for easier communication with servers outside a firewall, and SNPP, another means for providing two-way messaging and strengthening TelAlert's appeal to the field service industry. A Windows-like GUI interface was also added to simplify operation for Windows users and administrators. New features include a familiar Windows environment, multi-user administrative capabilities, increased access supporting a wider selection of Internet paging services and protocols, an improved Web Client, easier installation, writing to the system log, modem sharing support, message filtering during downtime, flexible and user-chosen functionality, improved support for Dialogic telephony cards on PBX Systems and greater control of log file rollover. TelAlert server runs on Windows NT, and over 13 different UNIX platforms.
No. 510, www.ccsmag.com/freeinfo

Microlog Launches uniQue 2.1
Microlog Corporation, a provider of customer contact software applications and a range of professional services, announced the availability of uniQue version 2.1. Microlog's Web-based uniQue portfolio of contact center solutions includes five major components: uniQue RM (Relationship Management), uniQue IVR, uniQue CTI, uniQue Web and uniQue Media. Each component is designed to be incorporated separately, added as an upgrade or combined as a total solution into contact center environments with or without existing telephony and media server infrastructure, CRM applications, or legacy transaction systems and databases. Among the administrative features included in uniQue 2.1 is session recording and playback of an entire contact transaction with the customer, whether the customer used e-mail, chat or was browsing the Web. If a customer was browsing a company Web site prior to a request for help or collaboration, the agent can view a listing of the pages (the "click stream") that the customer visited prior to the request. Additional enhancements include: configurable, predefined URL pushes; text shortcuts for chat and e-mail; and e-mail attachments. E-mail functions include configurable provisions for internal and external escalation paths. uniQue 2.1 has a provision for optimizing the match of a contact to the required agent skill based on wait time versus available proficiency in the requisite skill(s). This is meant to expand the ability for skills-based routing into skills weighting with optimal match. Other enhancements include Agent Spell Check and Web Push and Follow, where the agent can push pages to the customer and follow as the customer navigates, both sharing the same screen image during the assisted browsing session.
No. 511, www.ccsmag.com/freeinfo

AVT Introduces CallXpress Version 5.30
AVT Corporation, a provider of business-to business communications solutions, announced the release of CallXpress and CallXpress Enterprise Version 5.30. This latest release includes streamlined administration and is designed to provide several enhancements for supporting the mobile professional. Features include the ability to send a voice reply to an e-mail message and an enhancement to the existing Live Reply component that enables mobile users to check messages from any telephone and, by pressing one button, connect directly to the message's originator. Building on the company's fax solution, RightFAX, CallXpress version 5.30 now allows users to access their e-mail messages via the telephone and forward the e-mail message, along with the complete body of the attached document, to any fax machine. Document types that can be rendered include Microsoft Word and Excel documents, PowerPoint files, .PDF and HTML files. Also part of the CallXpress e-Admin Connection suite is a new client application designed to help administrators better manage multiple CallXpress systems across the Internet. AVT's Global User Administration client application provides a unified view of all CallXpress and CallXpress Enterprise systems across a multisite enterprise network. Administrators can see all systems and user accounts on the network and perform administrative changes across multiple systems simultaneously, without having to navigate between separate views for each server. Also, with its integrated Digital Networking module, version 5.30 synchronizes user and server data across the Internet. This enhancement is meant to reduce maintenance tasks for system administrators and ensure that all users are able to seamlessly communicate as if they were at the same location.
No. 512, www.ccsmag.com/freeinfo

ServiceWare's eService Suite 3.0 Debuts
ServiceWare, a provider of e-service solutions, announced its new integrated product suite, eService Suite 3.0. The software and content solution is designed to allow companies to provide personalized e-service tailored to the needs of customers, partners and employees. Based on ServiceWare's Cognitive Processor technology, eService Suite accumulates and stores knowledge with each interaction. eService Suite 3.0 is a Web-based infrastructure intended to enable businesses to develop and manage a knowledge base of service-related support information and disseminate that knowledge through multiple communication channels, including Web-based self-service, e-mail, chat and telephone support. eService Suite uses natural language searching tools and intuitive matching that aims to deliver the best solution based on the context and history of the question. eService Suite consists of four products: eService Site, eService Professional, eService Architect and RightAnswers.com. While each product serves different purposes for various users within an organization, all comprise an integrated solution designed to create effective service destinations for e-business. eService Site is the Internet or Intranet "entry point" providing Web-based self-service for customers and employees. eService Professional is a Web-based application interface for customer service professionals that is meant to enable easier navigation of the knowledge base, view various components of it and capture and revise additional knowledge. eService Architect provides knowledge authoring, editing, management and maintenance capabilities and administrative tools for product suite functions. RightAnswers.com is an Internet-based knowledge portal intended to enable ServiceWare customers to access a continuously updated database of more than 350,000 problem-solution pairs. Customers can go to the Web site, type a natural language query and receive a single list of probable answers from licensed knowledge bases. ServiceWare also provides implementation and integration services for deployment of its solutions, and offers education and training to enable clients to support implementation and maintenance.
No. 513, www.ccsmag.com/freeinfo

TEDAS Debuts In U.S. With Phoneware SBX V2.0
TEDAS, Inc., a developer of software products for computer-telephony, announced the availability of Phoneware SBX Server V2.0 and Phoneware SBX Workstation products for the North American market. Phoneware SBX Server is designed to provide the major functions of traditional PBX systems and the ability to use standard data networks based on the IP protocol for voice transmission, making separate and different infrastructures for voice and data unnecessary. Phoneware SBX Workstation offers complete integration of traditional telephony and Internet-Intranet (LAN/IP)-telephony. Phoneware SBX Workstation integrates with both Microsoft Outlook and Lotus Notes. To support developers, integrators, VARs and interconnects interested in developing integrated applications, TEDAS offers the Phoneware SBX Server SDK (software developer's kit). It is meant for use in developing vertical market applications and to provide applications tailored to the specific needs of individual customers. TEDAS said that companies are faced with a choice of many technologies that do not offer open architectures, are proprietary products or require retrofits to a customer's infrastructure. Phoneware SBX Server and Phoneware SBX Workstation are designed to deliver the scalability and functionality that businesses require.
No. 514, www.ccsmag.com/freeinfo

ASC Introduces Call Commander
ASC Telecom, L.P., a provider of voice and data recording systems, announced the introduction of its new Call Commander voice recording system. Call Commander is designed to provide selective recording for small- to medium-sized call centers. It can be used by centers whose current platform and PBX/ACDs cannot support CTI (computer-telephony integration) or by organizations not ready to invest in a CTI system. Configuration is possible from each supervisor's workstation connected via LAN or WAN. The Call Commander is an open, platform-independent module compatible with all analog and digital phone systems. It provides connectivity to all recorders in the ASC Marathon Suite. With a capacity of up to 512 agents configured into 32 recording channels, Call Commander provides scalability and flexibility. For centers that need to grow beyond that, multiple Call Commander modules can be linked together. Call Commander is also compatible with Inspiration, ASC's agent training and evaluation software suite. Inspiration provides online evaluation of agent calls based on company-defined criteria. Similar to Call Commander, Inspiration is scalable to support from 10 to 500 call center agents.
No. 515, www.ccsmag.com/freeinfo

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Plan B Communications, a telecommunications and Internet access provider, announced the appointment of three key executives. Charlene Copeland was appointed vice president of operations. Ms. Copeland came to the company from AT&T Canada, where she served as director of local access services. Terry Whiteside was named vice president of technology. Whiteside was previously director of data planning and engineering at MetroNet. Joseph Tagliaferro was named director of MIS and operations. He came to Plan B from AT&T, where he was architecture division manager.

AuriQ Systems, Inc., an Internet media company, named Bennet James Bayer its president and chief operating officer. Bayer replaces Koichiro Ikudome, founder of AuriQ Systems, who will remain chief executive officer and chairman of the board. Bayer was previously managing director of Infonet, a data services company and ISP.

Steven Swagel was appointed chief financial officer of Ukibi, a provider of contact management engines. Swagel, most recently a financial manager with Xerox Corporation, is also co-founder of D'Avignon LLC, an e-commerce company.

Convergys Corporation announced that David F. Dougherty, president of Convergys' customer management group, was appointed chief development officer reporting directly to James F. Orr, chairman, president and chief executive officer of the company. Replacing Dougherty as president of the customer management group is Ronald E. Schultz, currently Convergys' chief operating officer.

Sally L. Garnett was named chief information officer of Pathnet. Garnett joins Pathnet from Intermedia Communications, where she served as director of information services.

Norman Lehman was named president of DraftWorldwide Canada, replacing Irvin Lebovits, who left the company to pursue other interests. Prior to joining DraftWorldwide in 1996, Lehman was principal and creative director at WebVisit Ltd.

Daleen Technologies, Inc., a provider of e-business solutions, appointed Jim Moore vice president of partner management. Moore brings over 15 years of experience in the telecommunications and customer management and billing industries. Steven Kim was named vice president of development for BillPlex, Daleen's customer management and billing software product. Kim was previously vice president of engineering at Clear Communications.

The i-Support Association, a professional membership organization focused on Internet-based technical customer support, has named Fred Slack as its first chairman. Slack, executive vice president of KEWi.Net, has more than 20 years of experience in sales and marketing in the computing industry, including positions at IBM, Digital Equipment Corporation and 3Si.

Stream International announced that Larry S. Schumer has joined the company as senior vice president of worldwide human resources. Schumer was most recently a senior partner with PricewaterhouseCoopers' human resources consulting practice.

Bluestone Software, Inc., a provider of enterprise interaction management software, announced the appointment of Anthony I. Wasserman as vice president of its new research and development facility in Redwood Shores, California. A pioneer in software modeling and an architect of the groundbreaking Software Through Pictures modeling environment, Wasserman has led engineering of complex, e-business Web sites. He is also a professor at the University of California.

Metrocall, Inc., a wireless data and messaging company, named William F. Schwartz corporate vice president of retail operations. Prior to his appointment, Schwartz spent 29 years with the Washington Post where he managed retail and advertising programs.

Geographic Data Technology, Inc., a developer of map databases, promoted Dan Adams to vice president of transportation data applications. He was previously GDT's manager of business development for transportation. Also, the company named Jay Benson vice president of development. Prior to joining GDT in 1999, Benson was a manager and consultant at Renaissance Worldwide, Inc.

Cal Holman was appointed senior vice president of e-commerce and Internet development of Vital Processing Services, a provider of technology-based commerce enabling services. Prior to joining Vital in 1997, Holman was with Total System Services, Inc.

Brigade Corporation, a provider of outsourced Internet customer support, announced that Carl Albrecht has joined the company as vice president of worldwide sales and client services. Prior to joining Brigade, Albrecht was most recently vice president of sales and marketing at Image Technology Solutions (ITS), an Internet-based hardware and software services company.

Robert Couture was appointed chief operating officer by Berkeley Enterprise Partners, a professional services firm specializing in connecting customer communication channels to the Web. Couture most recently served as senior vice president for Xerox Corporation's documents solutions group.

Ten Square, formerly known as iamworks, announced two executive appointments. Jim Brady was appointed chief scientist. Brady is responsible for Ten Square's new Internet media delivery channel and will ensure patent protection of its Internet transport technologies and communication network. Eugene K. Buechele was named vice president of engineering and chief technology officer. Buechele will be responsible for managing the company's product development and roll out as well as driving the development of its digital transport technology.

Sagent Technology Inc., a provider of real-time e-business intelligence solutions, announced the appointment of Steve Gary to vice president of business development. Before joining Sagent, he served as senior vice president of marketing and business development for Informatica Inc.

Brian Harris has joined Kanisa Inc. as vice president of its service implementation group. Harris was most recently director of Firepond. David Kay was promoted to vice president of solutions and technology. Prior to joining the company as product director, Kay was group product manager for Netscapes's SuiteSpot server family. Additionally, Scott Huffman was promoted to vice president of engineering. Before joining Kanisa, Huffman was director of research and development at PricewaterhouseCoopers' Global Technology Center.

Formus Communications Inc., a European broadband communications services provider, announced the promotion of Dr. Jean-Philippe Favreau to vice president of Internet services. Favreau, most recently director of engineering services for Formus, was with Cadmus Internet Publishing before joining the company in 1998.

Buffalo International, Inc. announced that David Rubin has joined the company as its VAR channel sales manager. He was most recently involved in business planning and research at ShoppingInTheUS.com, Inc.

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Magic Acquires Two Firms
Magic Software Enterprises, a provider of application development technology and business solutions, announced completion of two acquisitions aimed at strengthening its position as a provider of e-commerce and customer relationship management (CRM) solutions. Magic purchased a majority interest in Sintec Call Centers Ltd. (Sintec), a Magic Solutions Partner and a developer of call center management software in Israel. Magic plans to market and sell the Magic-based solution (which already has been implemented in Israel) worldwide under the brand name Magic eContact. Magic will roll out the new solution as part of its CRM suite. Magic also acquired ITM, another Magic Solutions Partner with expertise in the development and implementation of e-commerce projects. ITM's major focus in on e-commerce software development. It also provides Internet computing services, including the design, development and implementation of Intranet, Extranet and e-commerce projects. ITM will play a central role in the continued development, refinement and project support of Magic's b-to-b e-commerce solution, Magic eMerchant.

Kana Completes Silknet Merger
Kana Communications, Inc., a provider of a comprehensive suite of integrated e-business solutions, recently announced that it has completed its acquisition of Silknet Software of Manchester, New Hampshire. The company said that the combination of its online customer communications solutions and Silknet's customer-centric e-business applications is intended to result in a Web-architected e-business platform and a comprehensive suite of customer-facing applications for marketing, sales and service communications. This is intended to allow e-businesses to work with one vendor for their complete e-business customer communications needs.

GN Netcom Inks JABRA Acquisition Agreement
GN Netcom, a manufacturer of telephone headsets and voice input devices for hardline and wireless applications, signed an agreement to acquire JABRA Corporation, a supplier of hands-free headset/earset products for mobile and cordless phones. GN Netcom said that the mobile telecom market will continue its rapid growth and, with its acquisition of JABRA, GN Netcom has secured a broader product platform with leading-edge mobile telephone products and access to important sales channels in North America. Together, the companies expect to offer a broad array of products, including future Bluetooth-enabled wireless devices. Following the merger, JABRA will continue to operate as a strategic business unit within the GN Netcom Group under the leadership of its present management team. Its operations will continue to be headquartered in San Diego, California.

infoUSA On The Getko In Canada
infoUSA, a provider of proprietary business and consumer databases, data marketing services and Internet marketing solutions, announced the acquisition of Getko Direct Response of Canada. Getko Direct Response, a Canadian list and data processing supplier for the direct marketing industry, was bought from Cendant Corporation. Vin Gupta, Chairman and CEO of infoUSA, said that the company plans to increase its presence in Canada through the acquisition and accelerate its Internet presence with a complete redesign of it www.infocanada.ca site.

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Xperio, A New Customer Support Venture, Bows
Frank W. Keith III and Steve McCullough recently announced the launch of a new customer care management consulting company, Xperio, Inc. Xperio draws from the expertise of both of their Atlanta-based companies, Support Center Solutions, Inc., and Close The Distance, Inc. Both men see a need to develop and implement sophisticated customer support business practices that put the customer first and keep them at the center of all business strategy. Xperio said that its philosophy is based on helping clients create a superior brand image based on high-quality customer care. Among the company's consulting solutions are services such as customer support strategy and program development, support processes and procedures development, developing e-support or Web-enabled customer contact centers, outsourcing analysis and recommendations, and assessment, selection and implementation of tools and technologies.

TelAthena Sets Release Date For MetaScript
TelAthena Systems LLC, a provider of interaction software technology for CRM contact centers, announced that its programming API, MetaScript, is scheduled for release on August 1, 2000. The application programming interface is intended to allow users to create their own front-end Visual Basic applications and take full advantage of TelAthena's core software product. MetaScript will not include the TelAthena Windows Agent, ScriptWriter or Supervisor modules, which are optional. They will be available in a new developer-oriented format and include source codes so that users can modify them to their own requirements. The company said that this offering gives its customers the flexibility to create their own front-end applications and real-time interfaces.

Help Desk Institute Rolls Out Star Series Certification Testing
Help Desk Institute (HDI), a membership association for service and support professionals, announced the availability of the production version test for its new Star Series Help Desk Analyst (HDA) level certification. This full rollout of the HDA test follows a beta test period that began in February 2000. Two other levels of the HDI Star Series certification tests also have completed their beta release and the data is being assembled. These two Star Series certification levels are HDSE for help desk support engineers and HDM for help desk managers. Last month, these tests were first made available to the general public through Prometric, a division of Thompson Learning. The HDI Star Series' HDA level certification replaces the S2C2 certification previously offered by HDI. Current S2C2-certified help desk professionals will automatically receive HDA certification.

Witness Systems' eQuality Software Completes Siebel 99 Validation
Witness Systems, Inc., a provider of recording and analysis software, announced that its eQuality software suite, version 5.12, has successfully completed validation through the Siebel Validation Program conducted by Siebel Systems, Inc., a supplier of e-business application software. Witness Systems is a Siebel Premier Software Partner and the first supplier of contact center multimedia customer interaction recording and performance analysis software to integrate and complete validation with Siebel Call Center. As part of its alliance with Siebel Systems, Witness Systems built the integration between its eQuality solutions and Siebel e-business applications. Siebel's Validation Program was established to validate integrated, complementary software solutions and drive them into the marketplace. Siebel Systems evaluates and documents integrated third-party solutions. Validation testing covers a wide range of technical and customer satisfaction criteria, including integrated functionality, ease of installation, documentation, data integrity and security. For joint users, the integration's benefits translate into competitive advantage, shortened sales cycles, increased revenue and improved customer satisfaction.

Lemelson-MIT Lifetime Achievement Award To Al Gross
The inventor of the walkie-talkie, pager and cordless telephone, Al Gross, was recently named the winner of the sixth annual Lemelson-MIT Lifetime Achievement Award for invention and innovation. The award also recognizes his contributions as a pioneer of miniaturized portable communications devices and for playing a major role in wireless personal communications development. In 1938, while still in high school, Gross invented the walkie-talkie. During World War II, Gross was recruited by the Communications Group of the U.S. Office of Strategic Services (OSS), where he developed a two-way air-to-ground communications system that was used by agents in occupied countries to communicate intelligence information to the Allies. Gross invented the wireless pager in 1949. Initially intended for use by doctors, it was rejected for fear the beeping device would upset patients. In the 1950s, Gross tried, again in vain, to interest US companies in his pager. The Federal Communications Commission finally approved the use of the pager in 1960. Today, according to widely published wireless industry statistics, over 300 million pagers are in use. The Lemelson-MIT Lifetime Achievement Award is conferred annually by the Lemelson-MIT Program, which recognizes the nation's most talented inventors and innovators, and promotes living role models in the fields of science, engineering, medicine and entrepreneurship in the hope of encouraging future generations to follow their example.

8x8 Changes Name
8x8, Inc. has changed its name to Netergy Networks, Inc. The change reflects the new corporate focus of the company: supplying digital, IP telephony communications products, including both central office and customer premise equipment.

MobilCom Taps Call Sciences For Single Number Service
Call Sciences, Inc., a provider of enhanced telecommunications services, was selected by MobilCom CityLine GmbH of Germany to provide its single number solution throughout MobilCom's German network. Specifically, Call Sciences will provide their Personal Assistant to MobilCom customers with find-me/follow-me call routing, call screening, voice mail and fax store/forward capability. The service is available now on a nationwide basis in Germany to MobilCom customers. Additionally, Call Sciences will provide MobilCom users with a Web-based, German graphical user interface designed to allow users to easily personalize the service to view faxes and listen to voice mail that is delivered to them over the Internet. This enhanced services platform will enable MobilCom CityLine, a wholly owned subsidiary of MobilCom AG, to deliver value-added features to small and medium-sized enterprises that make national and international calls, while attracting new customers to the marketplace.

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Magic And FMIS Form Joint Venture For Internet Solutions Deployment
Magic Software Enterprises, a provider of application development technology and business solutions, announced that it has established a joint venture with FMIS Limited, a U.K. software provider of AS/400 asset management products with a financial focus, to develop an innovative technology for deploying Internet solutions. Named eNABLER, the technology is designed to enable nontechnical business specialists to create Web applications by describing business logic using a set of rules written in everyday language. The offering is also intended to permit businesses to take existing legacy systems and deploy them as intelligent Web-based solutions without any reprogramming. eNABLER will be developed using Magic's application development technology, and is expected to complement Magic's existing e-business applications and suite of customer relationship management solutions. Magic's long-range plans are to use eNABLER to develop a series of business cartridges that deliver Internet-based applications for specific markets. Half of the initial project costs will be covered by BRITECH, a joint British and Israeli government-supported fund established to support commercial and technical collaboration between U.K. and Israeli companies. The remainder is being funded jointly by Magic and FMIS. Magic will own 40 percent of the joint venture, which will be called eNABLER Technology Limited.

Blue Pumpkin And TASKE Partner For CRM Solutions
Blue Pumpkin Software, a provider of workforce management solutions, and TASKE Technology Inc., a provider of call center management software, announced a reseller/OEM agreement that provides TASKE customers with Blue Pumpkin's workforce management solution. As a Blue Pumpkin Global Premier Channel Partner, TASKE will ship Blue Pumpkin's PrimeTime workforce management solution as an add-on product to TASKE Call Center Management Tools 7.0. TASKE has developed application-specific enabling technologies that will integrate Blue Pumpkin's PrimeTime with TASKE's ACD ToolBox. The offering is intended as a forecasting and agent-scheduling tool for call centers running TASKE software. Development has begun to enable tracking of agent activity forecasts against actual agent behavior. The next phase is the integration of PrimeTime Enterprise, Blue Pumpkin's solution for multiple call center sites with TASKE Call Center Management Tools. PrimeTime is a turnkey application for core agent forecasting and scheduling. It is designed to help call center supervisors effectively manage staffing requirements by offering forecasting based on the call center's ACD information, scheduling that provides customer service while taking into account agent availability and a call center's staffing policies and reports on center metrics, such as service levels and staffing. TASKE Call Center Management Tools 7.0 is an integrated solution for call centers of any size, and is designed to provide call center supervisors with information needed to manage, plan or expand operations. The solution features TASKE's ACD Replay utility, real-time monitoring, historical reporting, forecasting, reader board messaging and call-traffic analysis.

Nortel And IBM Announce E-Business Alliance
Nortel Networks, a provider of telephony, data, e-business and wireless solutions for the Internet, and IBM Global Services announced an alliance to offer customer relationship management (CRM) solutions to organizations worldwide. As part of this relationship, IBM will establish a global consulting practice dedicated to deploying Nortel Networks' Clarify e-business applications, including Clarify eFrontOffice, its integrated CRM and e-business suite that is designed to enable customers to interact with companies using the medium of their choice. This new practice is an expansion of an existing software alliance that includes global financing and DB2 support. IBM Global Financing is providing financing for hardware and software services to Nortel Networks customers seeking to deploy Clarify eFrontOffice. Additionally, Nortel Networks announced that Clarify eFrontOffice is now generally available on the IBM DB2 Universal Database platform. IBM service professionals worldwide are being trained and certified for Nortel Networks' Clarify eFrontOffice implementations. IBM will install Clarify eFrontOffice in its Business Innovation centers with the aim of providing companies with a real-world environment that demonstrates the benefits of integrating all customer touch points and enabling Web-based sales, configuration, ordering and service within a single, personalized system. Nortel Networks customers will have access to leasing and financing for their Clarify eFrontOffice purchase as well as customization and implementation services, regardless of the type of hardware purchased or the vendor selected to provide the consulting services.

Finali And eConvergent Partner For Web-Based Customer Interaction Service
eConvergent, Inc., a business solutions provider for e-business customer interaction, announced that it has formed a strategic partnership with Finali Corporation, an outsourced provider of Internet customer care. By combining eConvergent's Web-centric customer relationship management services with Finali's implementation process and customer service representatives, Finali aims to enable e-businesses to offer their customers comprehensive Web-based customer service and high-touch live interaction. With the eConvergent solution, Finali representatives will be able to manage customer interactions across multiple communication points (Web, chat, e-mail, voice and fax) providing each agent with an integrated view of customer interaction history and profile information. Finali's Human Integrated Automation business model is designed to provide real-time and self-help environments and provide live customer assistance when automated answers fail to meet customers' needs. Finali focuses its outsourced services primarily on e-retail, financial services and business-to business.

Certicom, Systor Ally For Secure Mobile Computing Services
Certicom Corporation, a provider of m-commerce security, announced a partnership with Systor AG, a Swiss contractor for information technology solutions for the financial market. Systor will employ Certicom's elliptic curve cryptography (ECC) in its Secure Mobile Solution (SEMOS). Systor's intent to is provide enhanced data protection for Windows CE devices such as the Microsoft Pocket PC, palm-sized and handheld computers in order to provide financial services agents with secure connectivity to data. Certicom's ECC technology is designed to deliver strong encryption for sensitive customer data. The data from MS Office and other applications is transparently encrypted, stored on a flash card and then decrypted for reading. The encryption technology was developed for a broad range of computing platforms and is intended to provide maximum interoperability and security for many pieces of the computing infrastructure.

Sagent And 24/7 Media Collaborate For Real-Time Solutions
Sagent Technology Inc., a provider of real-time e-business intelligence solutions, recently announced a strategic partnership with 24/7 Media, an Internet media and technology company. The alliance is intended to enable 24/7 Media clients to access current and complete third-party geographic, business-to-business and demographic information through a secure Web connection. Using Centrus Real-Time, Sagent's Web-based information service, 24/7 Media users can organize, consolidate and analyze their current customer base and integrate a variety of third-party information to create more inclusive customer profiles. Those profiles can be used to rapidly develop targeted online marketing campaigns to offer customized products and services directly to their best prospects. 24/7 Media said that the alliance will enable them to extend their suite of interactive marketing solutions and deliver a comprehensive view of a customer, allowing its users to focus on customer-specific marketing campaigns.

Lucent's Enterprise Networks Group In Partnership With Blue Pumpkin
The Lucent Enterprise Networks Group, which is being spun off by Lucent Technologies, and Blue Pumpkin Software, Inc. announced a strategic alliance to provide solutions for helping companies manage human resources in multichannel customer contact centers. The Enterprise Networks Group will resell Blue Pumpkin's workforce management software, incorporating it as part of Lucent's suite of CRM solutions. The Enterprise Networks Group's CRM Solutions include information routing and workflow capabilities with products such as CentreVu Advocate, CRM Central 2000 and CentreVu Internet Solutions. The Enterprise Networks Group will begin reselling Blue Pumpkin Software's workforce management products in the third quarter of 2000. The companies' combined solutions will be introduced in the fourth quarter of 2000. By the end of September, Lucent Technologies intends to spin off its enterprise communications systems, business cabling and LAN-based data networking businesses, including CRM Solutions, into a separate $8 billion company focused on delivering next-generation communications networks for enterprises.

Expansions

TeleServices Direct Opens Indiana Call Center
TeleServices Direct, a provider of outsourced telemarketing solutions directed at the college market, opened its newest call center in Avon, Indiana. The call center, TeleServices' fifth, will initially have 56 stations and employ 150 people. The 6,000 square feet facility will utilize a state-of-the-art EIS computer calling system with which TeleServices expects to maximize its telemarketing efficiency. The new center is under the direction of Aaron Moore.

LSSi Establishes International Division
LSSi Corporation, a furnisher of directory database services, recently established an international division. The new division will consolidate and direct the company's activities outside of the United States, develop strategic relationships with international customers and vendors and secure new markets for the company's services. The division is located at LSSi's corporate headquarters in Edison, New Jersey. LSSi said that the rapid globalization of commerce has created a tremendous international demand for telephone directory data, and that this represents a significant opportunity for providing its services globally.

Kabira Opens In St. Louis
Kabira Technologies Inc., maker of ObjectSwitch scalable infrastructure software for e-business, announced the opening of its new Midwest office located in St. Louis, Missouri. The company said the Midwest has proven to be a good market and the St. Louis location will enable it to better support and service its customer needs for creating and deploying new business services and help expedite services, sales and support throughout the region.

Tornado Hits Hong Kong
Tornado Development, a provider of unified messaging (UM) solutions, announced the opening of its first regional office in Hong Kong. The facility will serve as the company's UM solutions headquarters for the entire Asia Pacific region. The headquarters will operate a hosting facility, and its sales and marketing team will launch UM services to the region. Stanley Chao, Tornado's managing director of Asian development, will lead the management of the Hong Kong office.







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