DraftWorldwide Expands Asia/Pacific
Onyx Acquires Versametrix
Datacom Technologies Merges With
Trans-West Telephone Company
C-COR Announces Completion Of Merger
Telco Research And TSB International
Naviant Technology To Acquire IQ2.net
META Group Launches Call Center Benchmark
U.S. Exports Of Telecom Equipment Top $5
The DMA To Require Members To Follow
Consumer Privacy Practices
Study Predicts Major Growth In Automated
Performix Technologies Announces Plans
For UK Office
LHS Joins Multimedia Super Corridor In
Davox And Scandinavian Firm Strike
Overseas Distribution Agreement
ECI Telecom To Supply
Telecommunications Backbone Network To Korean Telecom
ITXC And Global TeleSystems' Teleross
Form Russian Alliance
AOL Canada Selects ICT Group
Unica And Acxiom Announce Marketing
Omnipoint And HiddenMind Announce
Siemens Signs Agreement To Resell And
Implement Remedy Applications
ALLTELL Signs Contract With BancWest
Lucent To Include Unimax Software With
Convergys And AT&T Wireless Sign
Billing Services Agreement
Harte-Hanks Signs Reseller Agreement With
Harte-Hanks And BroadVision Form Alliance
Primus To Integrate Software With Siebel
Ulysses And Teknekron Announce
The Info Group Forges Alliance With Blue
Spanlink Announces Support For Siemens
Lucent Delivers CentreVu Explorer II
Lucent Technologies has announced CentreVu Explorer II, a software solution designed
to give companies more flexible options for accessing and viewing multimedia call center
performance data. The solution enables custom-built, conditional queries to measure and
analyze hundreds of combinations of performance criteria. Queries can be generated
on-demand, or run regularly to compare customer care performance over time. CenterVu
Explorer II was designed to enable businesses to create and maintain a library of
custom-built queries so the same queries don't have to be rebuilt from scratch. The
product is Internet-enabled, Windows NT-based and is accessed through a standard Web
browser from a desktop PC. Users build data queries through point-and-click elements.
Managers can peel back layers of data generated from customer contacts to reveal details
about any particular contact, agent activity or agent-customer interaction. Queries can be
based on criteria such as time of day/day of week, agent skill group and business
No. 510, www.ccsmag.com/freeinfo
Call Processing Solutions Announces InfoServer 2000 Version 2
Call Processing Solutions, Inc., a supplier of on-site, outsourced systems
for call centers, has announced the availability of InfoServer 2000 Version 2, an
integrated outbound system for IVR, Web response and other call center applications,
extending the capability of live agents. Inbound call centers using the CPS InfoServer
2000 can reduce line charges and labor and improve overall customer relations response, in
part by filtering 20 to 40 percent of incoming calls into an automated system. The other
calls are automatically routed to appropriate live agents.
No. 511, www.ccsmag.com/freeinfo
iMarket Inc. Unveils zapdata.com
iMarket Inc., the developer of MarketPlace software, has unveiled a new data
portal, zapdata.com. zapdata.com aims to be a comprehensive Web site for sales and
marketing professionals who use data such as names and detailed information on U.S.
businesses. The site provides sales leads and offers detailed customer analysis, lead
enhancing and profiling and market penetration reports. zapdata.com provides a single
point of access from anywhere in the world to a virtual data warehouse of information from
industry data sources, including Cahners Business Lists, Dun & Bradstreet, List
Technology Systems Group, Harris InfoSource, Pension Data Resources, PNR & Associates,
WEFA, ZD Marketing Intelligence and others. The site allows users to create detailed lead
lists, obtain market profile reports with market size statistics and potential, append key
business data to their own lead or customer databases and obtain complete customer
No. 512, www.ccsmag.com/freeinfo
NEC America Announces Unified Messaging Solution
NEC America, Inc. has announced the availability of the NEC Unity 2.1, a
Windows NT-, Microsoft Exchange-based unified messaging solution from Active Voice. The
new solution will be offered as part of the NEAX family of PBX phone systems. The Unity
2.1 server connects to the NEAX platform, providing users access and management
capabilities of e-mail, voice mail and fax messages from multiple access points including
desktop PCs, touch-tone telephones or over the Internet.
No. 513, www.ccsmag.com/freeinfo
Brightware Ships E-Mail Management Solution
Brightware, Inc., a supplier of electronic customer assistance software for
the Internet, has announced the availability of Brightware Knowledge Packs for financial
services. The Knowledge Packs are industry-specific e-mail management solutions designed
for retail banking, mortgage banking and securities firms. They are designed to extend
Brightware's existing e-mail assistance offering by leveraging industry-standard
information to provide financial service companies with out-of-the-box coverage of common
customer e-mail requests.
No. 514, www.ccsmag.com/freeinfo
NexCen Introduces Customer Care Solution For CLECs
NexCen Technologies, Inc., a provider of customer relationship management
solutions for telecommunications service providers, has introduced Envoy, a packaged CRM
software solution for CLECs. Designed to integrate with existing billing, network
management, trouble ticketing and order management applications, Envoy unifies all
customer information to enable CLECs to identify, acquire and retain valued customers.
Envoy's architecture supports a unified view of consolidated customer information; manages
Web, e-mail and telephone interactions; provides a centralized customer support database
and delivers opportunity intelligence through a decision support engine. Based on
client/server technology, Envoy is browser-based and consolidates customer billing, order
and trouble status on one screen.
No. 515, www.ccsmag.com/freeinfo
infoUSA Launches Database Research Solution
infoUSA Inc., a provider of proprietary business and consumer databases and
database marketing services, has announced it plans to offer infoCall, a custom research
solution for businesses. The service combines infoUSA's telephone research resources with
its proprietary database technology to help customers cut costs, increase productivity and
grow their customer base. It was designed to serve as a tool for effective management of
telesales budgets, generation of sales leads and better customer service. The company
plans to offer the service as a value-added service to its existing and potential
No. 516, www.ccsmag.com/freeinfo
AVT Introduces Unified Messaging Product Suite
AVT Corporation has announced it has created a new unified messaging product
suite. CallXpress provides companies with the ability to implement unified messaging,
delivering access to all message types (voice, fax and e-mail) from any device (phone, PC
or Web browser). By providing unified messaging as a bundled package, AVT is able to offer
its customers a cost-effective, straightforward means of implementing unified messaging
throughout the organization. The suite includes voice messaging ports, RightFAX fax server
channels, text-to-speech resources and the maximum number of desktop client licenses. The
suite supports full integration with Microsoft Exchange/Outlook and Lotus Notes and is
available immediately through the AVT distribution channel.
No. 517, www.ccsmag.com/freeinfo
Digital Products Offers New Release Of Phone Line Simulator Kit
Digital Products Company has announced the release of its newly revised
Ring-It!, a microprocessor-controlled telephone-line simulator. Ring-It! acts like a phone
company central office and is used to test and demonstrate telephones, answering machines,
fax units, voice mail systems or modems. The recently updated design supports E-911
training and caller I.D. signaling. An external audio jack has been added for call
monitoring applications. The caller I.D. feature provides number only or name/number
messages. Five different test modes offer standard telephone-line emulation or special
repetitive cycle testing, including automatic ring-up. An LED digital display readout
displays the DTMF digits that are dialed to verify operation of touch-tone phones.
No. 518, www.ccsmag.com/freeinfo
Davox Introduces Unison 4.0
Davox Corporation has announced Unison 4.0, the latest version of its call
management solution. Unison 4.0 offers a variety of new features and functions designed to
enable contact centers to more effectively manage agent activity while providing higher
levels of service to customers. The new release includes wizard-driven application
development, enhanced switch support and other capabilities. The product is part of
Davox's Allbound product line and will be an integrated module in Davox's forthcoming
Ensemble customer contact suite. Enhancements include the Inbound Call Director, real-time
application development, an enhanced user interface, call logging and recording and
LYRICall browser-based scripting.
No. 519, www.ccsmag.com/freeinfo
Unica Expands Its Product Suite With New Release
Unica Technologies, Inc. has announced the availability of a new release of
its data mining application, MODEL 1. The new release has improved reporting capabilities,
user interface enhancements, additional security features, added client/server
functionality and compatibility with SAS statistical systems. The software was designed
for ease of use and offers four solution-specific modules, including Response Modeler,
Cross Seller, Customer Valuator and Segmenter. It also features a wizard-driven graphical
user interface. MODEL 1 can help analysts, modelers, statisticians and marketers devote
more time to the application of the knowledge to solve business problems.
No. 520, www.ccsmag.com/freeinfo
Blue Pumpkin Announces PrimeTime 2.0
Blue Pumpkin Software, a provider of workforce management solutions, has
introduced PrimeTime 2.0, a product revision which includes the company's PrimeTime Skills
technology. The new release is designed to solve challenges for customer contact centers
with cross-skilled agents, multiple products and services, multiple languages and agents
shared across different groups of ACD queues, all within the PrimeTime environment.
PrimeTime 2.0 helps contact centers find an affordable solution to help maximize the use
of their workforce's diverse skill sets. Small centers with multilingual agents or
multiple products and services to support can deliver improved customer service through
forecasting customer demand and scheduling the right mix of cross-skilled agents.
No. 521, www.ccsmag.com/freeinfo
Dennis Baggott Releases SRM Help Desk
Dennis Baggott has announced the release of new software for help desk
management. The new program, SRM Help Desk, incorporates many of the suggestions received
from users of the company's earlier release, Been There, Done That! Features of the new
release include the use of the Microsoft Access 97 data file format, an output wizard
which allows users to export selected data from any table, and point-and-click filtering
of reports and data-entry forms. SRM Help Desk is licensed on a per company basis and the
data files may be installed locally or on either Novell NetWare or Windows NT file
No. 522, www.ccsmag.com/freeinfo
Telrad Announces ACD I.Q.
Telrad Telecommunications, Inc., a provider of commercial telecom systems and
equipment, has announced the release of its new ACD I.Q. management information and
statistical reporting system for Windows NT. ACD I.Q. is a client/server application
designed to provide real-time and historical reporting and data analysis tools for
Telrad's automatic call distribution system. The product integrates with the Telrad
Digital systems, providing a scalable, cost-effective solution for the small, informal
call center or the dedicated, large-scale call center environment. It offers flexible
system cofiguration options in software-only or turnkey systems.
No. 523, www.ccsmag.com/freeinfo
Help Desk Institute Markets Call Center Designer Software
The Help Desk Institute (HDI), an association serving the growing help desk
industry, will include Portage Communications' Call Center Designer and SimACD staffing
software in the debut of its upcoming Web sales site at www.helpdeskinst.com. Call Center
Designer and SimACD software are used by call centers to determine the optimal number of
agents needed for each period of time in their work day based on expected call volumes and
desired service level goals. The new HDI site was unveiled in August.
No. 524, www.ccsmag.com/freeinfo
Vocalis Releases SpeechWare
Vocalis, a speech recognition telephony company, has announced the
availability of the latest release of its automatic speech recognition (ASR) package,
SpeechWare. Additionally, Vocalis is announcing the availability of SpeechWare for
third-party developers in the open market. The new release adds support for Windows NT to
the existing availability for SCO UNIX. It builds on the core SpeechWare technology, which
was designed to address the complex demands of natural speech recognition over both
wireline and wireless telephone networks. A significant feature is a new API layer, which
gives developers access to all the recognizer parameters required to build sophisticated
applications. SpeechWare's capabilities include phoneme and word-based recognition,
flexible grammar capabilities, word-spotting, extended vocabularies and the use of
No. 525, www.ccsmag.com/freeinfo
Edify Introduces Electronic Workforce 6.1
Edify Corporation, a provider of Internet and voice e-commerce portal
solutions, has announced the release of Electronic Workforce (EWF) 6.1, a software
platform that allows enterprises to create and deploy e-commerce applications across
multiple channels. The new version features SMART Options, a one-to-one customer
relationship management solution; speaker verification and enhanced connectivity. Other
features include the support of additional interfaces, telephony boards and telephony
No. 526, www.ccsmag.com/freeinfo
Informix Introduces Business Intelligence Solution
Informix Corporation has introduced the first in a series of business
intelligence solutions for the telecommunications industry. The marketing automation
solution, which combines Informix's Decision Frontier product suite, Sun Microsystems'
Enterprise Servers and Solaris computing platform and Paragren Technologies' campaign
management software, was designed to help telecom companies better understand customer
behavior and deploy appropriate marketing programs. The solution is the first in a series
of end-to-end solutions for business-critical analysis that will be offered by Informix.
In the coming months, the company will bring to market a range of similarly structured
solutions to address customer churn, fraud and other telecom-specific issues.
No. 527, www.ccsmag.com/freeinfo
Foresight Software Announces SiteWare Version 8.1
Foresight Software, Inc. has announced SiteWare version 8.1, an upgrade to
its remote field application that improves the deployment and effectiveness of field
service engineers by enabling them via model or wireless communications to use laptop
computers to gain direct access to the information and knowledge available in Foresight's
Service Management System. SiteWare allows field service engineers to manage all aspects
of onsite service � from contacting the customer and arriving at the appropriate service
location with the right parts through tracking time and parts usage to closing and
printing the service order. At a customer's site, technicians can manage their work
assignments, enter new service requests, order and ship replacement parts and print
detailed service reports.
No. 528, www.ccsmag.com/freeinfo
BroadQuest, Inc., a provider of enterprise portal applications,
has announced that it has appointed Larry Crume to chief executive
officer. Crume will lead operations for the company to expand its presence as a solutions
provider for Web-based, enterprisewide information access.
George Dobrowski has joined Ficon Technology as chief
technology officer. Ficon provides products and engineering services to equipment vendors
and silicon vendors in networking and communication technologies such as IP routing and
switching, ATM, frame relay and voice over packet.
Davox Corporation has announced that John J. Connolly
has been promoted to the post of senior vice president of finance and chief financial
officer. Connolly has served as vice president and CFO of Davox since he joined the
company in 1994. Additionally, Davox has named James T. Pepe to senior
vice president of research and development. Pepe will focus his attention specifically on
the company's evolving suite of customer contact solutions.
ServiceWare Inc. has announced additions to its senior management team
in conjunction with its recent acquisition of Molloy Group, Inc. The
company has named Lou Venezia as vice president of global sales and Rick
Koloski as vice president of software development. Both join ServiceWare from
Molloy Group. ServiceWare also promoted Alicia Sanford to vice president
of strategic alliances, a new position. Additionally, the company has appointed Gary
Gubranson to vice president of marketing.
Harte-Hanks, Inc. has announced the appointment of Ann
Pichette to president of direct response agency Harte-Hanks Direct in New York
City. Pichette will be responsible for overseeing all agency operations.
IMA, a provider of enterprise customer interaction software for call
center automation, has announced the promotion of Glenda O'Neill to vice
president of marketing. She has had more than four years of service with IMA in marketing
and professional services and will be responsible for overseeing the company's domestic
and international marketing activities.
Primus, which specializes in Web-based problem resolution and
knowledge management software, has named Norman Guadagno as vice
president of marketing. He will assume responsibility for the company's corporate
marketing and brand strategy.
WhiteCap Development Corp., a maker of communications software for the
business front office, has announced the appointment of Paul J. Gagne as
executive vice president of engineering and Brian Sherman as chief
Karen Johnson has been named vice president of client services for Smart
World Technologies, a software and telecommunications company. Her
responsibilities will include account implementation, customer service and ongoing
FaceTime Communications, a provider of Internet-based customer
interaction solutions, has announced that former IBM E-Business executive Kelly
Trammel has joined the company as president.
Sitel Corporation has issued a statement announcing the death of Henk
P. Kruithof after an extended illness. Mr. Kruithof has served as executive
vice-chairman of the board and a director since 1996. He was also the founder and chairman
of SITEL Europe plc. He was 63 years of age.
Lucent Technologies has named Scott Thompson as
president of its new division, Lucent NetCare Professional Services. The
new division is focused on network services and the design and installation of broadband
networks that deliver converged voice, data and video.
Jim Carey, chief operating officer of Core Industries, Inc.,
has been installed as the 44th president of the Chicago Association of Direct
Marketing (CADM). Carey formerly served as vice president of the board and
succeeds Ron Jacobs, president of Jacobs & Clevenger, Inc. Jacobs will remain on the
CADM executive board as immediate past president.
eFORCE, Inc., an e-business solutions provider, has announced the
appointment of three individuals to its eFORCE Executive Advisory Board.
These executives are Kent Godfrey, CEO of Andromedia; Jack Hewitt,
CEO of Vision Software and Michael Taylor, managing director, e-commerce
practice, of Arthur D. Little. The three will work closely with the eFORCE management team
to formulate and execute growth strategies.
DraftWorldwide Expands Asia/Pacific Network
DraftWorldwide, an integrated marketing agency, has announced the acquisition
of Strategic Solutions, a Hong Kong-based advertising, direct marketing and sales
promotion agency. Strategic Solutions will be merged into DraftWorldwide's Hong Kong
office. The acquisition will enable DraftWorldwide to expand its presence in the Far East.
Onyx Acquires Versametrix
Onyx Software Corporation, a provider of Internet customer relationship
management (CRM) solutions, has announced the acquisition of Versametrix Corporation, a
developer of Internet technology in the corporate portal market. The acquisition will
allow Onyx to leverage its technology in delivering e-business solutions by expanding its
front office portal product offering to include a browser-based personalization framework
and a 100 percent Web-based business intelligence solution. Versametrix's technology will
provide customers' end users in sales, marketing and customer service and at the executive
level added flexibility to personalize and access their "digital workplace" with
their choice of customer data, third-party applications, public domain Internet content
and corporate knowledge in a single, Web browser interface.
Datacom Technologies Merges With Trans-West Telephone Company
Datacom Technologies has announced a merger with Trans-West Telephone
Company, Inc. Trans-West plans to aggressively market its newly enhanced cabling division,
which provides for pre-cabling of new customer sites and additions to established sites.
The merger will allow Trans-West to handle larger cable jobs in excess of 1,000 runs, and
to expand into the area of voice and data communications over frame relay and the
Internet. Trans-West assists companies with telecommunications needs, including telephone
voice and data integration, computer-telephony integration applications, local and
long-distance dial tone, Internet and voice over Internet protocol applications.
C-COR Announces Completion Of Merger With Convergence.com
C-COR Electronics, Inc. has completed its merger with Convergence.com
Corporation, a provider of Internet-enabling technical services. As a result,
Convergence.com has become a wholly owned subsidiary of C-COR and will operate as a
segment of a separate business unit called Broadband Management Services. In connection
with the merger, C-COR has changed its corporate name to C-COR.net Corp. to reflect the
company's new approach to providing customers with a full line of capabilities for
broadband network life cycle management. C-COR provides products and support to customers
as they plan, design, build and maintain complex communications networks. The company is a
developer and supplier of robust distribution electronics, network management systems and
technical services for two-way hybrid/coax (HFC) networks around the world.
Telco Research And TSB International Merge
Telco Research Corporation, a developer of software for the data network
management field, has signed an agreement to with Canadian-based TSB International Inc.,
merging the two telecommunications management solutions companies. Both companies develop
software products that help customers monitor and manage usage on their voice networks.
Telco Research's voice products include TRU C@ll Accountant, TRU SYSTEMS and TRU SERVER.
TSB offers Spectif and ORBi-TEL network management products, Callcheck cost allocation
services and InterLYNX call center products.
Naviant Technology To Acquire IQ2.net
Naviant Technology Solutions, a customer relationship management consulting
and services provider, has announced its intent to acquire IQ2.net an IntelliQuest company
and provider of online registrations and direct marketing lists and services to Internet,
high-tech and other companies targeting the technology-enabled, Web-using consumer. The
acquisition is intended to support Naviant's growth goals in the eCRM market. The new
company will be known as Naviant.
META Group Launches Call Center Benchmark Offerings
META Group Inc. has launched its call center benchmarking study for gas and
electric utilities. The first in a series of industry-specific efforts, the utilities call
center benchmark combines the work of META Group's Energy Information Strategies service
and META Group Consulting's Customer Management Strategies practice. The study will enable
utility companies to know where they stand in comparison to their peers and will enable
participants to identify and adopt strategies and practices to improve the effectiveness
of their customer service call centers. The project will examine key performance
indicators, customer satisfaction drivers, staffing strategies, technology and process
optimization and other success factors in transforming the call center into a source of
U.S. Exports Of Telecom Equipment Top $5 Billion
According to statistics released by the Telecommunications Industry
Association (TIA), U.S. exports of telecommunications equipment for the first quarter of
1999 totaled nearly $5.3 billion, a 4 percent increase over the same period in 1998. While
telephonic apparatus and parts represent the largest market segment at more than $1.5
billion, the greatest increases were in paging alert devices and cordless telephones,
which jumped 95 percent and 42 percent, respectively. The rise, despite overall U.S.
exports recent downturn, is credited to the need for foreign countries to invest in U.S.
telecom equipment to stimulate economic growth.
The DMA To Require Members To Follow Consumer Privacy Practices
Effective July 1, 1999, The Direct Marketing Association (The DMA) is now
requiring its members, including catalogs, banks and financial institutions, publishers,
manufacturers, non-profit organizations, books and music clubs, Internet merchants and
other consumer marketers, to follow a set of consumer privacy protection practices in a
move to bolster confidence in shopping direct. These practices include the concepts of
"notice" (marketers disclosing when contact information about them may be shared
with other marketers) and "opt-out" (providing a consumer a choice to not have
information shared). In addition, member marketers must honor any individual consumer's
request not to receive solicitation from them, a term known in the industry as
"in-house suppression." Marketers must also use the association's two national
name-removal services, the Mail Preference Service and the Telephone Preference Service,
to clean their marketing lists when prospecting for new customers using direct mail or
Study Predicts Major Growth In Automated Telephony Applications
Voice Information Associates, Inc. has announced that its new study,
Automatic Speech Recognition for Telephony Applications: The World-Wide Market: 1995-2003,
is now available. The study, which provides comprehensive revenue projections for speech
telephony market sectors, predicts that the end-user revenue obtained from automatic
speech recognition products in telephone applications will grow from $209.3 million in
1998 to $1.1 billion by 2003 yielding a CAGR of 41 percent. The unified messaging
subsegment will show the strongest growth with a CAGR in excess of 80 percent while
operator services is projected to have a more modest CAGR of 27.5 percent. The service
revenue obtained by the carriers for ASR-based services is anticipated to be in excess of
$9.5 billion in 2003.
Performix Technologies Announces Plans For
Call center performance specialist Performix Technologies has announced the
opening of its first U.K. office, which opened in July in Manchester, England. The U.K.
office will house a team of call center consultants headed up by Performix director of
operations Raymond McGloin, and Martyn Pomfret, who has just been appointed U.K. managing
director The U.K. branch hopes to grow to 50 people within two years. This number will
represent a full strength sales and marketing support team for Performix' forthcoming call
center software application, called ACUMEN Performance Manager, which is scheduled for
full release November, 1999.
LHS Joins Multimedia Super Corridor In Malaysia
LHS Group Inc. has announced that it has been accepted as a member of the new
Multimedia Super Corridor (MSC) in Malaysia. The MSC is an initiative of the Malaysian
authorities to build an environment that encourages innovation to accelerate the country's
entry into the information age. Companies that have been granted MSC status include
Siemens, Motorola, Nokia, Ericsson, Microsoft, Oracle and SAP, which develop new products
and technologies specifically in Malaysia. Malaysia's Multimedia Development Corporation
has been commissioned to assist in the success of "home grown" innovators and to
attract foreign partners that have state-of-the-art technology. MSC offers incentives such
as modern digital and physical infrastructure, financial incentives, property protection
laws, minimal bureaucracy and a growing, well-educated workforce.
Davox And Scandinavian Firm Strike Overseas Distribution Agreement
Davox Corporation has entered into an agreement which will see its Allbound
product line distributed more widely across Scandinavia, by virtue of a recently signed
agreement with NatTeknik, a subsidiary of NetCom AB. The new distribution agreement will
allow NatTeknik to broaden its ability to offer additional functionality to its contact
center solutions. NatTeknik is involved in telecommunications, datacom, cable television,
systems integration and other operations in all Nordic countries. Davox's Allbound
solutions provide inbound call handling, outbound call management, call blending and an
array of agent and supervisory tools on a single, flexible technology platform.
ECI Telecom To Supply Telecommunications Backbone Network To
ECI Telecom Ltd. has announced an order to supply an SDH backbone network to
ONSE Telecom, a Korean service provider. ECI Telecom's SDH solutions will be deployed in a
fully redundant multi-ring topology which covers the region between Seoul and Pusan. The
new network will enable ONSE Telecom to deliver a broad range of services to its
customers, including voice, data, Internet and video. The solutions will additionally
enable ONSE Telecom to expand its services and capacity for future needs. ECI's eNM
management solutions will centrally monitor and manage the entire backbone network.
ITXC And Global TeleSystems' Teleross Form Russian Alliance
ITXC Corp, a carrier of Internet telephony, and Teleross, a subsidiary of
Global TeleSystems Group, Inc., have announced their agreement to launch a service to
provide toll-quality Internet telephony to Russia and other countries in the Commonwealth
of Independent States (CIS). Based on the agreement, Teleross plans to provide Internet
telephony service using the ITXC network, ITXC.net. This cooperation aims to leverage
Teleross' investment in a high-speed digital overlay voice and data network deployed
throughout Russia and the CIS. ITXC.net, a wholesale Internet telephony network, uses the
Internet for instantaneous global access to ITXC termination points of presence (POPs).
AOL Canada Selects ICT Group
AOL Canada, operated by America Online Inc., has announced that it selected
ICT Group, Inc., an integrated telesolutions company, to provide customer support services
for its members in Canada. Under the terms of the agreement, ICT Group's call center in
Riverview, New Brunswick will respond to members' billing inquiries, provide technical
support and promote customer retention. Approximately 120 staff, fluent in both English
and French, will be dedicated to handling AOL Canada member calls. As a result of this AOL
Canada contract, it is expected that between 75 and 125 new call center positions will
open at the Riverview facility.
Unica And Acxiom Announce Marketing Agreement
Unica has announced the integration of Acxiom's Data Network with Unica's
marketing and automation products. The combination of the two companies' products is
intended to enable businesses to enhance existing customer relationship management
strategies and implement new ones. The Acxiom Data Network offers real-time Internet
access to Acxiom's InfoBase data products. Model 1, Unica's data mining suite, and UNICA
IMPACT!, a predictive campaign management system, comprise two of the key components in
the marketing automation solution provided by Unica.
Omnipoint And HiddenMind Announce Alliance
HiddenMind Technology, a software development firm offering software
framework for digital wireless data applications, and Omnipoint Technologies, Inc., a
developer of wireless technologies, have announced a market development alliance. The two
companies will collaborate on the development of wireless applications for GSM-based
networks. The products will focus on improving the use of dispersed business resources and
advanced communication capabilities for telecommuters and members of the mobile workforce.
The collaborative applications being developed are based on HiddenMind's new software
framework, HiddenLogic, and Omnipoint's GSM-module products.
Siemens Signs Agreement To Resell And Implement Remedy
Siemens Information and Communication Networks, Inc. has signed an agreement
with Remedy Corporation, a provider of adaptable enterprise applications, to resell and
implement its suite of Remedy@Work solutions for automating the employee workplace. The
agreement will allow the companies to offer Web-centric Remedy@Work solutions designed to
enable organizations to increase employee efficiency, streamline everyday tasks and
achieve time and cost savings. Remedy will be responsible for maintaining and supporting
the installed systems.
ALLTELL Signs Contract With BancWest Corp.
ALLTELL, an information technology company which provides wireline and
wireless communications and information services, has signed a long-term information
technology facilities management contract with BancWest Corporation of Honolulu, Hawaii.
The contract calls for ALLTEL Information Services to consolidate BancWest's three
existing data centers into a single data center in Honolulu. The 127 employees at the
Hawaii data center will become employees of ALLTEL Information Services. Additionally,
ALLTEL will provide its set of core account processing applications for the consolidated
Lucent To Include Unimax Software With Octel Products
Unimax Systems Corporation, a developer of configuration management software,
has announced that Lucent Technologies will include Mailbox Manager software with all of
Lucent's new Octel 200/300 and Octel 250/350 voice and fax message servers and upgrades.
Unimax originally developed Mailbox Manager for Lucent's Messaging Solutions Group to
offer as a stand-alone product to business customers. Mailbox Manager is a Windows-based
management tool providing intuitive voice mail administration from a single user interface
to the Octel 200/300 and Octel 250/350 message servers for enterprise customers. The
product enables systems administrators to create and maintain voice mailboxes, update
corporate telephone directories and manage class of service and system distribution lists
on one or many message servers.
Convergys And AT&T Wireless Sign Billing Services Agreement
Convergys Corporation has announced an agreement with AT&T Wireless
Services (AWS) to extend the term of the current billing services contract. The agreement
extends the existing contract into the year 2004 and replaces the current agreement, which
was to expire in 2001. Convergys has been providing AWS and predecessor, McCaw Cellular
Communications, Inc., with customer care and billing services for 16 years.
Harte-Hanks Signs Reseller Agreement With E.piphany
Harte-Hanks, Inc. has announced the signing of a reseller and systems
integration agreement with E.piphany, a provider of customer-centric analytic solutions.
The move represents Harte-Hanks expansion into Internet direct marketing through program
development and alliance. Harte-Hanks will offer E.piphany analytic solutions to help
businesses collect and analyze customer information from inside and outside the
enterprise. This aims to help users in distributed locations quickly design and deploy
campaigns and analysis using a combination of Internet, third-party and non-localized
data. Companies will be able to coordinate fully designed campaigns received from remote
locations into broader campaign plans across the organization.
Harte-Hanks And BroadVision Form Alliance
Harte-Hanks has announced another alliance, an agreement with BroadVision, a
supplier of e-business applications for relationship management across the extended
enterprise. Under the agreement, Harte-Hanks will develop and market branded relationship
management solutions integrating its customer relationship management (CRM) and e-business
technologies with BroadVision's One-To-One suite of e-business applications. The agreement
will enable Harte-Hanks to provide clients full-spectrum CRM solutions using the
enterprise business and e-commerce capabilities of BroadVision's product.
Primus To Integrate Software With Siebel Front-Office Applications
Primus has forged an agreement with Siebel Systems through which Primus will
become a Siebel Permier Software Partner. Primus, with assistance from Siebel, will be
developing an integration of Siebel's front office product and Primus SolutionSeries
software. The integrated solution will go through Siebel's validation process to ensure
joint customers benefit from a fully tested, integrated customer interaction system. As a
result of the integration, Primus SolutionSeries will operate with Siebel 99 to allow
customer support organizations to resolve customer calls more efficiently with specific
technical support solutions.
Ulysses And Teknekron Announce Partnership Agreement
Ulysses Training Corp. has entered into a partnership agreement with
Teknekron InfoSwitch Corporation, a provider of performance-management solutions for call
centers. The two firms will join forces in an effort to boost call center performance and
combat the effects of high turnover among call center customer service representatives
(CSRs). Turnover has climbed to an average of nearly 30 percent and is among the greatest
challenges now facing the industry. For call centers, the agreement is intended to yield
simple, fast access to an end-to-end, state-of-the-art system for improving CSR quality
and productivity. The two companies will help call centers blend Ulysses' product,
1-800-FOR-SERVICE into Teknekron's Performance Suite of call center products.
The Info Group Forges Alliance With Blue Pumpkin
The Info Group has announced a strategic partnership with Blue Pumpkin
Software, a provider of workforce management solutions. The relationship provides The Info
Group the ability to sell Blue Pumpkin's PrimeTime and PrimeTime Enterprise software, as
well as integrate its own call center reporting system, OutLook, with the PrimeTime family
of products. The intent of this integration is to provide customers with a single solution
for forecasting, scheduling, reporting and managing agents. OutLook is a consolidated call
center reporting system that gathers, integrates and presents information needed to
increase agent performance, measure service levels by customer and identify additional
opportunities for improving business performance. Blue Pumpkins' PrimeTime product line
encompasses workforce management software solutions designed for forecasting and
scheduling agents in customer contact centers.
Spanlink Announces Support For Siemens Switch
Spanlink Communications, Inc., a software developer of automated customer
interaction solutions for call centers, has announced that its FastCall Enterprise
computer-telephony integration (CTI) family of products now feature standard integration
with Siemens Hicom 300 E, a call center switch. Call centers with Siemens switches can now
incorporate the FastCall Enterprise solution, which can be deployed within days to build
customer relationships and increase agent effectiveness.
Precision Response Expands To West Coast
Precision Response Corporation has announced that its prcnetcare.com
subsidiary has opened a West Coast office to address the demand for Web-based live
customer support from e-commerce-focused companies. The company provides outsourced
customer care, employing an integrated mix of traditional call center and e-commerce
customer care technologies and services. Precision Response is headquartered in Miami,
Florida and has chosen Sausalito, California for its new West Coast office.
Lightbridge Opens Brazil Office
Lightbridge, Inc., a provider of customer acquisition, retention and risk
management solutions for the converged telecom market, has announced the opening of its
Brazilian subsidiary in Sao Paulo, Brazil. The subsidiary, Lightbridge Tecnologia Ltda.,
intends to bring a range of products and services to the Latin American market, including
Lightbridge Consulting Services; the FraudBuster fraud detection and profiling system;
Alias, a subscription fraud profiler; and Retail Management System, a point-of-sale
application that enables retail operations to manage the sale of telecom products more
TBC Consulting To Open Canadian Center
TBC Consulting has announced its expansion into the international marketplace
with the opening of its new quality assurance monitoring center. The center is located in
Hartland, New Brunswick, Canada. The center will build 25 state-of-the-art positions with
expansion up to 50 positions available, all with high-speed Internet access. Jamie Kelly
has been appointed to vice president and general manager of the New Brunswick facility.
Convergys Announces Plans For Two New Call Centers
Convergys Corporation, a provider of outsourced, integrated customer care and
billing services, has broken ground for a new call center in Valdosta, Georgia. The new
call center will create up to 500 new jobs, serviced by 250 workstations. The facility
will occupy 30,000 square feet and is slated to open in December of this year. The company
also announced plans to open a bilingual call center in Brownsville, Texas. This facility
is expected to create 800 new jobs, with approximately 400 workstations over the next two
years. It is scheduled to open in October of this year.
TeleServices Direct Opens Call Center In Bloomington, Indiana
TeleServices Direct, a collegiate marketing company, has opened a third call
center in Bloomington, Indiana. The new center will initially have 100 stations and
increase TeleServices Direct's total capacity to 350 stations featuring inbound/outbound
call-blending capabilities. The center will occupy 8,000 square feet and have a
state-of-the-art EIS computer system. Two hundred and fifty employees have been added to
the company's staff.
M3 Relocating To New Delaware Technology Park
M3 Information Systems, a systems integrator, has selected the Delaware
Technology Park for its new Delaware headquarters. The company focuses on developing and
implementing enterprisewide information systems. Applying software engineering, M3
provides network consultation services in client/server environments to businesses and
governmental agencies. The Delaware facility will concentrate on helping small and
medium-sized businesses manage the cost of PC ownership by providing local area network,
workstation and help desk support for clients.