October 1999
Comverse Technology Acquires InTouch
Systems
RadiSys Completes Acquisition Of Texas
Micro
Deutsche Telekom Acquires U.K. Mobile
Phone Company
Genesys Conferencing To Acquire Williams
Conferencing
NCT Group To Acquire Pro Tech
Communications
ePHONE Acquires General Tel
Nortel Acquires Periphonics
U.K.-Based Online Marketplace Expands
To U.S. Market
Staffing Firm To Open Call Center In
Scotland
Citigroup To Open Center In Barcelona
ISC To Unveil Call Center Workforce
Management Solution
ISC, a consulting and software development firm, has released Irene, a
scalable, browser-based forecasting and scheduling software solution for call centers.
Irene was designed to meet the needs of all types and sizes of call centers through its
Internet-enabled one-click scheduling and one-click forecasting
capabilities. The solution is built on the ISC Optimization Engine, a smart
software engine which forecasts demand and optimally schedules resources to meet it.
Features of Irene include adaptive algorithms, which learn the patterns and
characteristics of a call center in order to produce schedules; demand-driven tools, which
give call center managers better control in determining requirements; and Internet-based
architecture.
No. 510, www.ccsmag.com/freeinfo
KnowDev Announces Online Learning Solution
KnowDev has created a new technology called Scheduled Learning to deliver an
online learning solution to call centers. The product suite, called KnowDev Enterprise
5.0, can make it possible for call centers to train their employees at their workstations
without disrupting the flow of calls. The suite consists of four software tools: Builder
for creating online learning courses and tests, Manager for assigning courses to users and
groups, Student for taking courses and tests, and Reports for tracking usage and test
scores. The product was designed to enable users to create online courses which can be
deployed directly to agents desktops, helping call centers avoid downtime.
No. 511, www.ccsmag.com/freeinfo�
Dictaphones Symphony CTI Tested Siemens Ready
Dictaphone Corporation has announced that its Symphony CTI advanced
communications management system has completed testing in Siemens Information and
Communication Networks Siemens Ready developer support program for seamless
operation with the companys Hicom 300E version 6.4 and 9751 communications servers.
Symphony CTI is a communications management system designed to record calls and help call
centers and trading floors manage their communications more productively and cost
effectively. It uses real-time data passed by the switch to facilitate finding calls. With
Siemens communications servers, Symphony CTIs Advanced Call Retrieval System (ACRS)
can capture a variety of data, including the agent I.D. and extension, the time and date
of call, the phone number of the caller and the number dialed (DNIS). The data is stored
in a relational database on a server in the call centers client/server network.
No. 512, www.ccsmag.com/freeinfo
Spectrum Releases Ultra-Link II Software
Spectrum Corporation has announced the release of Ultra-Link II, a real-time
data acquisition and alert system that collects ACD data from a switch/ACD and allows this
information to be modified and transmitted instantly to wallboards, screen pops, monitors,
pagers, e-mail and audio communication devices. Using simple calculations, new data items
can be created that are shown on the spreadsheet, but also can be sent to other devices.
The new data items are color-coded to be easily distinguished from data acquired by the
switch/ACD.
No. 513, www.ccsmag.com/freeinfo
CCS TrexCom Announces FirstLine Encore Version 6.2
CCS TrexCom Inc. has announced general availability of FirstLine Encore
Version 6.2, which now supports an interactive PeopleSoft interface. The PeopleSoft
interface will allow instant updates to changes as soon as a user makes a call or accesses
the system via the Web. CCS and EPOS Corporation, a value-added reseller of the FirstLine
Encore product, worked in partnership to extend the availability of the PeopleSoft
interface to higher education institutions. CCS developed the PeopleSoft interface for
Encore. FirstLine Encore is CCS TrexComs latest Web-enabled transaction server
system designed to provide customers and employees 24 x 7 secured access to selected data.
When callers access Encore via the Web or touch-tone telephone to make changes to their
profiles, the changes are automatically made to the PeopleSoft database.
No. 514, www.ccsmag.com/freeinfo
Speedware Launches Visionyze.com
Visionyze.com (formerly known as Visionyze) has been formally launched by
Speedware Corp. Visionyze.coms applications, Telco Analyzer, Customer Service
Analyzer and Healthcare Analyzer are now available in Web versions to complement their
current desktop applications. Visionyze.coms applications provide analysis of
historical and real-time data derived from disparate data sources. Each application
displays an intelligent dashboard with drill-down capabilities. It places
business-critical data on the managers desktop anywhere in the world via the Web.
The drill-down feature allows reporting metrics to be viewed in-depth, down to specific
details. Hard copy reports can be delivered on demand.
No. 515, www.ccsmag.com/freeinfo
Touchstar Introduces New CT Server
Touchstar Software Corporation has introduced an open-architecture CT server
designed for small and medium-sized call centers. Features found on the new product
include predictive dialing; inbound, outbound and blended call processing; IVR; ACD;
intelligent call routing; coaching; monitoring and recording; and call transferring. It is
Windows NT-based, uses Dialogic telephony boards and is designed to interface with Buffalo
Internationals Object Telephony Server. The server, designed for 12- to 96-seat call
centers, is comprised of modular components and can integrate with a legacy PBX or stand
alone.
No. 516, www.ccsmag.com/freeinfo
OnSite Access Introduces Virtual Private Network Services
OnSite Access, a communications provider of high-speed Internet and advanced
communications services, has announced the nationwide launch of its Data Connections
Virtual Private Network services designed to enable small and medium-sized businesses to
establish secure, transparent data links across the Internet to business partners and
remote branch offices. Employing SonicWALLs VPN black box technology at
the customer premises, OnSites Secure VPN provides point-to-point and
point-to-multipoint communications services creating a private wide area network with
cost-effective access to the Internet. The technology also provides businesses the
benefits of private networking.
No. 517, www.ccsmag.com/freeinfo
TelSoft Releases MegaSync
TelSoft Solutions Inc. has announced the release of MegaSync, an optional
module for its MegaWare suite of call accounting software that simplifies moves, adds and
changes in a companys call accounting database by automatically synchronizing itself
with other systems. The module was designed to increase the efficiency and accuracy of the
call accounting database despite constant changes to a companys phone system.
MegaSync can receive moves, additions and change updates from various sources, such as
phone switches, switch management systems, human resources databases and other systems. It
extracts the necessary information from any of these sources and automatically reconciles
changes to the master call accounting database, keeping it up-to-date. Database changes
can be synchronized to occur on demand or at user-defined intervals. The product can be
purchased with the MegaCall call accounting software or added to an existing MegaCall
system.
No. 518, www.ccsmag.com/freeinfo
Advanced Systems Concepts Adds Sun Solaris Support To RemoteSHADOW
Advanced Systems Concepts has announced that its RemoteSHADOW solution has
been expanded to support the Sun Solaris platform. RemoteSHADOW, an application
transparent software solution, has immediate recovery capability in the event of a system
or site failure. RemoteSHADOW continually protects an organizations business
information by providing it with updated access to todays data at an alternate
location. The addition of Sun Solaris support makes RemoteSHADOW available to a wider
market of companies in need of back-up.
No. 519, www.ccsmag.com/freeinfo
Telrad Announces ACD I.Q. Management Information System
Telrad Telecommunications, Inc., a provider of commercial telecommunications
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 Telrads automatic call distribution system. ACD I.Q. integrates with the Telrad
Digital systems and is designed to provide a scalable, cost-effective solution for the
small, informal call center or the dedicated, large-scale call center environment. The
products reporting features include agent, group and trunk statistics; predefined
report templates; a custom report generator; online help; a wallboard interface; and
remote maintenance and administration on server systems.
No. 520, www.ccsmag.com/freeinfo
SAI Releases Updated Virtual Telemanagement System
SAI, a telemanagement applications service provider, has announced the
release of its Sierra Gold Virtual TeleManagement System version 8.1.4. The new version
provides enterprisewide call accounting capabilities with customized Web pages for instant
report access via the Internet or corporate Intranet. Enterprise Reporting is designed for
companies with departments and divisions located across multiple sites who desire a
consolidated station report summarizing and detailing the rated calls for all stations
within their organizations, across all sites. Customized Web pages are automatically
created to match the companys Intranet site identity. Additional components in this
release include ease-of-use enhancements and increased general ledger capabilities.
No. 521, www.ccsmag.com/freeinfo
Locus Dialogue Offers Spanish Version Of Liaison
Locus Dialogue has begun marketing a Spanish version of its Liaison speech
portal designed to enhance an organizations call handling capabilities. The software
can accept and respond to voice commands or inquiries simultaneously in multiple
languages. The Liaison speech portal helps enable companies to offer callers access to
information and individuals by using natural speech. Various applications include
automated call direction, call center routing, corporate and personal speech-activated
dialing and the ability to provide self-service information to users.
No. 522, www.ccsmag.com/freeinfo
Metro Tel Modem Line Tester Brought To Market
Metro Tel Corp. has announced its new model MLT560 hand-held, portable modem
line tester, which is designed to allow local service providers and network installers to
qualify standard dial-up telephone lines for modem use. The battery-powered tester
qualifies modem speeds up to 56 kbps and modem data throughput up to 115.2 kbps with
built-in data compression. Problems affecting throughput due to bandwidth limitations can
be quickly identified. MLT560 functionality includes loop-back testing with BERT when used
in conjunction with a separate MLT561 CO plug-in card. Also included is a built-in 511 and
2047 test pattern generator and receiver.
No. 523, www.ccsmag.com/freeinfo
Motorola Introduces The SLX Series Of Platforms
Motorola Computer Group (MCG), a supplier of embedded computing platforms for
telecommunications original equipment manufacturers (OEMs), has introduced the SLX Series,
a new family of Linux-based embedded platforms for Internet networking applications such
as Web access, Web security, Web caching and virtual private networks. The product was
developed as a result of MCGs unified strategy, also announced recently, which will
provide the companys telecom OEM customers with a selection of Linux-based
platforms, open source software, service and support, training and integration services.
The series is targeted at telecom OEMs building networking solutions for the growing
number of Internet service providers, government and business organizations, workgroups
and telecommuters requiring cost-effective access to the Internet.
No. 524, www.ccsmag.com/freeinfo
CXR To Offer CB2000 Switcher/Concentrator
French company CXR has introduced its CB2000 switcher/concentrator designed
for users, developers and resellers of telecommunications systems. The product
consolidates up to 32 ISDN/BRI ports into one or two ISDN/PRI ports without reducing
performance, which can result in significant savings in line rental charges. An expanded
version also allows connection to PRI-compatible equipment (PABX, remote access servers,
etc.) or the cascading of multiple units to distribute access across the site. By routing
channels in a BRI channel bank and reconstituting individual signals, the unit can serve
as an effective ISDN hub and allows existing communications installations to be used when
changing primary rate access. Devices connected to the BRI ports can originate or answer
data or voice calls to or from the ISDN public network. The system can handle up to 60
simultaneous calls, the maximum number of B channels available on the PRIs.
No. 525, www.ccsmag.com/freeinfo
Comverse Infosys Introduces Quality Monitoring Solution
Comverse Infosys, Inc., a division of Comverse Technology, Inc. and a
developer of digital recording technology, has announced the launch of Words&Pictures,
a pre-configured, plug-and-play quality monitoring solution for small and
mid-sized call centers. Words&Pictures provides an automated means to evaluate and
coach agents using both voice and screen recording. The product is packaged with support
materials to make it easier for call center managers to get started. An interactive
computer-based training tool is provided with step-by-step instructions to help the novice
understand the system. Words&Pictures includes an intuitive GUI (graphical user
interface) in a Windows environment. Available with voice and screen recording with
synchronized playback for a comprehensive agent evaluation, Words&Pictures is scalable
to 80 agents. Users can design their own evaluation forms or select one of the forms
prepackaged with the system.
No. 526, www.ccsmag.com/freeinfo
TriPolar Technologies Releases LynkStation 1.5 For Web Sites
TriPolar Technologies, a Web site software developer, has released
LynkStation 1.5, a new online marketing program designed to make promotion easier, faster
and more affordable. The program operates from the Web sites server and adds
interactive features for banner ads, link site postings, safe e-mail lists and automated
messaging. The product is comprised of two components: It is a Links Posting Engine,
capable of handling thousands of entries daily and incorporating a filtration system,
providing verification of sites and red flags for inappropriate subject
matter. Second, it is a complete e-mail/links database that records all information
entered, producing both itemized statistics of visitors and safe categorized e-mail lists
to be used for future promotion. The database can dispatch automatic messages to these
lists, not spamming, informing parties of current link status or other information the
owner wishes to send. An Administrator Control Panel allows for manipulation of all
features through a point-and-click interface.
No. 527, www.ccsmag.com/freeinfo
Management Recruiters International Introduces Career Web Site
Management Recruiters Interna-tional, Inc. has announced the launch of its
new career Web site, BrilliantPeople.com. The site offers job seekers direct contact with
and advice from a network of 5,000 recruiters in 900 offices around the globe.
BrilliantPeople.com offers a large site of candidates and jobs in the telecommunications
industry and has garnered the support of MRIs network of recruiters that specialize
in the telecom field. Job candidates can set up a confidential personal account in minutes
and create a profile of their skills, background and experience. Users then submit this
profile and their resumes to job agents, or smart electronic utilities that
e-mail the user opportunities that fit the submitted profile.
No. 528, www.ccsmag.com/freeinfo
Fujitsu And SpectraLink Develop Digital Interface
SpectraLink Corporation has announced availability of its LinkPlus digital
interface between the Link Wireless Telephone System (Link WTS) and Fujitsu Business
Communication Systems flagship digital telephone switches. The new digital interface
allows SpectraLink Wireless Telephones to emulate Fujitsus digital handsets,
providing on-premises mobile workers with access to advanced features such as conference
calling, call forward and transfer, multiple line appearances and automatic caller
identification. Target markets for the new LinkPlus digital solution include education,
financial services, government, health care and retail.
No. 529, www.ccsmag.com/freeinfo
Esnatech And Iwatsu Announce Release Of Digital Business Telephone
Systems
Iwatsu America, a provider of business telecommunications systems, and
Esnatech, a developer of PC-based and Web-enabled voice processing solutions, have jointly
announced the release of Telephony Office-LinX and Telephony Lan-LinX for ADIX,
Iwatsus platform of digital business telephone systems. These two new products will
add features ranging from basic voice mail to advanced unified messaging and call control
solutions to the ADIX. Telephony Office-LinX is a Windows 95/98/NT-based voice processing
and desktop call control/unified messaging server. It provides a direct connection between
the ADIX digital telephone system and local area network. Once connected, the product
processes and stores all voice, fax and e-mail messages. Telephony Lan-LinX is an optional
component of Telephony Office-LinX. It provides visual mailbox management, visual call
control, visual communications and visual messaging functionality from the PC desktop.
No. 530, www.ccsmag.com/freeinfo
Managed Network Services From Comdisco
Comdisco, Inc. has announced Phase 1 of its Managed Network Services model,
which will add new capabilities to its baseline network services. Comdisco presents a
four-part life cycle of network development: the first stage of the service is planning,
wherein Comdisco works with a customer to define network strategies that support business
goals; the second stage is the design and building of the network services; the third
stage is the management and maintenance of the network services; and the fourth stage is
the capture of new services as changing business needs force the evolution of the network.
Comdisco provides suites of capabilities designed for each stage of the managed network
life cycle. The recently announced Phase 1 (Service Element Expansion) of Comdiscos
Managed Network Services will include Economic Analysis and Security Analysis in the
planning part of the cycle; Security Management in the management and maintenance part of
the cycle; and Security Audit and Capacity Planning in part four, the network
evolution part of the cycle.
No. 531, www.ccsmag.com/freeinfo
Phonetic Systems, a provider of speech-enabled telephony-based
directory search solutions, has appointed Sheldon L. Dinkes to president
and chief executive officer. Dinkes will be responsible for directing all corporate
activities and will focus his efforts on positioning the company to expand its products to
the Internet, telephony and enterprise markets.
IMA has hired John A. Piontkowski as its new chief
financial officer. Piontkowski, formerly of Price Waterhouse, will focus his efforts on
the companys newest venture, buyingedge.com, its reverse auction e-commerce
initiative.
Edward D. Gil has been appointed chief operating officer of SBASoft,
Inc., a Web site traffic statistics and back-end business applications provider. Gil will
be responsible for new business development, working with clients such as The Walt Disney
Company, CareerPath.com and SBC Communications (formerly South-western Bell).
TeleServices Direct has announced that Megan Wilson,
vice president, has moved her focus and responsibilities from client services to
overseeing the management information systems and sales quality verification departments.
In response to this shift, Polly Krikorian has been promoted to vice president of client
services.
Brooktrout Technology has named Michael Donoghue to
the position of vice president and general manager of its IP and fax technology division.
In this position, Donoghue will be responsible for the divisions day-to-day
operations, including marketing, engineering and technical support. He formerly served as
vice president of worldwide sales for the company.
WebLine Communications Corp., a provider of
enterprise solutions for enabling interactive electronic commerce and Internet customer
service, has announced that Tom Nephew has joined the company as vice
president and general manager of services. He will be responsible for the development and
growth of WebLines maintenance and support, training and professional services
operations.
Andrew Priest has been appointed senior vice president of services for
Brightware, Inc. He will oversee the companys product services, education services
and customer support organizations worldwide. He comes to Brightware from Red Brick
Systems.
VillageFax.com, a provider of business-to-business Internet-enabled
fax services, has announced the appointment of Fred J. Barnes to chief
financial officer. Barnes will be instrumental in preparing the company for its public
offering.
Smart World Technologies, a software and telecommunications company,
has announced the appointment of Edward J. Wepprecht as vice president of
sales. His responsibilities will include leading both the direct and indirect sales teams
for the company.
@Link Networks, a data CLEC (competitive local exchange carrier), has
announced the appointment of Alexander H. Good as its new chief executive officer. Good
joins @Link from Bell Atlantic, where he was most recently executive vice president of
strategy, corporate development and performance assurance.
Gabriel Communications has announced that John P. Denneen
has been elected executive vice president, corporate development and legal affairs.
Denneen will focus his attention on the companys acquisition and capital-raising
program and other strategic corporate transactions. In addition, he will direct the
companys legal and regulatory affairs.
Hewlett-Packard Company has announced that Olivier Helleboid has
been named vice president and general manager of the Communications Industry Business Unit
(CIBU). He succeeds Bernard Guidon, who was recently named general manager of the HP
Consulting Group.
Registry Magic has announced it has hired John Falcone
as vice president of development. He will hold overall responsibility for the
companys Virtual Operator solution, line extensions and new products.
Broadbase Software, Inc. has expanded its management team with the
appointment of Anil Gupta to vice president of marketing. Gupta will drive the
companys market and product strategy and will assume responsibility for all of
Broadbases marketing functions.
Russell Jackson has been named chief financial officer for ACI
Telecentrics, Inc., a Minneapolis-based teleservices firm. Jackson previously
served as the controller at the company.
Carleton Corp. has named David Batt to the position
of executive vice president of sales and business development. In his new position, Batt
will have overall authority and responsibility for sales strategy and execution.�
Comverse Technology Acquires InTouch Systems
Comverse Technology, a supplier of enhanced services platforms to wireless
and wireline network operators, has announced the purchase of InTouch Systems, Inc., a
developer of carrier-class speech processing software and middleware for the
telecommunications industry. InTouch has developed a natural language speech application
based on continuous, speaker-independent large vocabulary speech recognition technology.
Called InFlection, InTouchs interface enables wireline and wireless network
operators and Internet service providers to attract new subscribers and reduce churn by
offering subscribers a natural voice interface to more easily access and manage their
enhanced services. Using their own voice from any telephone, subscribers are able to dial,
check e-mail and voice mail messages, manage address books and calendars and surf the
Internet. Subscribers may also have e-mail and fax messages read to them over the phone.
The integration of InTouchs voice technology applications and middleware with
Comverses portfolio of messaging and information services is aimed to expand
Comverses presence in enhanced services by providing customers with voice-activated
services.
RadiSys Completes Acquisition Of Texas Micro
RadiSys Corporation, a designer and manufacturer of embedded computing
solutions used by OEMs in the telecommunications, automation and other industries, has
announced the completion of its stock-for-stock merger with Texas Micro, a provider of
computer systems and single board computers for communications and industrial
applications. Under the terms of the agreement, Texas Micro stockholders will receive one
RadiSys share for every 4.96 Texas Micro shares. As a result, RadiSys fully diluted shares
outstanding will increase to approximately 11.5 million shares. RadiSys will account for
the merger as a pooling of interests.
Deutsche Telekom Acquires U.K. Mobile Phone Company
Bonn-based Deutsche Telekom, Europes largest telecom group, has
acquired London-based mobile phone operator One-2-One as a cornerstone of a planned
European cellular phone group. The acquisition, worth approximately U.S. $14 billion, is
the German companys first foothold in the U.K. market. One-2-One was previously
jointly owned by Cable and Wireless of the U.K. and MediaOne of the U.S.
Genesys Conferencing To Acquire Williams Conferencing
Genesys S.A. has announced the acquisition of Denver-based Williams
Conferencing. Genesys acquisition adds expanded audio, video, event and Internet
conferencing capabilities to Genesys global services portfolio. The new North
American headquarters, based in Denver, will serve to complement operations and service
centers in Atlanta, Chicago, Dallas, Honolulu, Los Angeles, New York and San Francisco.
Genesys product portfolio, coupled with its services, allows customers to use a
single conferencing source for all communications needs.
NCT Group To Acquire Pro Tech Communications
NCT Group has announced the signing of a letter of intent with Pro Tech
Communications, Inc. Pursuant to the letter of intent, NCTs subsidiary NCT Hearing
Products, Inc., will acquire 60 percent of the common stock of Pro Tech, a seller of
lightweight headsets, in exchange for rights to NCT technologies, including its
NoiseBuster active noise reduction and the ClearSpeech noise and echo cancellation, for
use in lightweight cellular, multimedia and telephony headsets. ProTech will be
responsible for all product development, sales and marketing efforts in the designated
markets. NCT Hearing will continue to develop technology and products for its other
markets of interest, including consumer audio, safety, two-way radio and hearing aids.
ePHONE Acquires General Tel
ePHONE Telecom, Inc. has announced the acquisition of General Tel, Inc., a
telecommunications systems integrator specializing in virtual private network,
fixed-wire/wireless communications and Internet technologies. Additionally, the board of
directors of ePHONE has announced that Charles C. Yang, president, CEO and founder of
General Tel, has been appointed as president and COO of ePHONE. ePHONE will assume all of
General Tels operations, offering its system integration team to clients worldwide
where telco infrastructure and IP solutions are not well-established or are lacking.
ePHONEs team will guide clients throughout the system development life cycle:
requirement study, planning, development, implementation and training.
Nortel Acquires Periphonics
Nortel Networks and Periphonics Corporation have announced a definitive
merger agreement whereby Nortel will acquire Periphonics, a provider of interactive voice
solutions used in call centers and other voice and data network applications. The
acquisition is intended to cement Nortels strategy to deliver a new generation of
networks that unify voice, data and the Internet. Periphonics self-service
capabilities will help Nortel in its goal of unifying call centers with the Internet to
create e-services that redefine customer care. Periphonics designs and supplies
self-service voice response and Web-enabled systems for call centers and other network
applications that allow customers to interact directly with a companys databases and
customer care professionals
U.K.-Based Online Marketplace Expands To U.S. Market
mondus.com, a U.K.-based online business-to-business marketplace for small
and medium-sized companies, has announced an investment from London-based Eden Capital
that will allow the company to open offices in the U.S. and Germany and accelerate its
worldwide marketing campaign. Suppliers and buyers of computer supplies, office equipment,
courier services and printing services can sign up for free at www.mondus.com. Using the
service, customers can place a purchase request for free containing the details of the
product or service needed and can receive offers from various suppliers who bid on the
order. The auction interface was designed to be simple and user-friendly to allow
customers to easily follow the bidding process and proposal presentations. The company
plans to offer nine additional categories by the end of the year, including advertising,
promotional items, trade show equipment, business caterers, printing, Web design, mailing
lists, ISPs and cleaning services.
Staffing Firm To Open Call Center In Scotland
Milwaukee-based Manpower Inc., a staffing firm which specializes in temporary
staffing, contract services and employee training, has announced plans to open a call
center in Selkirk, Scotland. The new facility is expected to create 60 new jobs by the end
of the year with the potential for up to 250 new jobs in the near future. The use of call
center personnel, particularly for customer service and help desk functions, is an area of
rapid growth for Manpower. The company currently has two other call centers in Scotland.
Citigroup To Open Center In Barcelona
Citigroup has announced it has chosen Barcelona, Spain as a site for its new
customer service call center for all of Southern Europe. The center is expected to create
1,000 jobs by the year 2003. The new facility will be dedicated to over-the-phone services
for all Citigroups clients in south and east Europe. The planned facility will
complement the companys existing European call center, located in Ireland.
Center Partners And Orcom Solutions Announce Partnership
Center Partners, an integrated outsourced customer relationship management
provider, and Orcom Solutions, a provider of customer information systems for the utility
and energy services industry, have announced a partnership to deliver customized solutions
to utilities and energy service companies facing a deregulated marketplace. The two
companies plan to deliver an integrated marketing, customer care and billing solution that
involves one bill and one point of contact. Center Partners will handle customer service,
product and sales support for Orcoms utilities and energy service clients.
Global Messaging Solutions Signs Network Agreement With Qwest
Global Messaging Solutions Inc., an electronic messaging solutions provider,
has announced it has signed an agreement with Qwest Communications International Inc. to
use Qwests nationwide fiberoptic network in the delivery of electronic messaging
solutions for businesses. GMSI plans to offer Internet-based communications services, such
as e-mail, to small and medium-sized businesses later in 1999. Qwest has completed 18,500
miles of its U.S. fiber optic network and now is offering advanced Internet-based services
such as managed Web hosting, e-commerce and virtual private networking, as well as
long-distance services.
NICE Systems And Melita To Deliver Enhanced Call Center Solutions
NICE Systems has announced that it has completed a development initiative
with Melita International that combines NICEs voice and screen recording
technologies with Melitas call management solutions. The integrated solutions will
be designed to provide call centers with performance monitoring for voice and screen,
order verification and/or continuous logging of calls generated by Melitas
technology. A previously signed NICE/Melita co-marketing agreement allows customers to
integrate call management with NICEs family of recording solutions. These include
the NiceUniverse quality management system for voice and screen recording; and the NiceLog
and NiceCLS solutions for full-time recording, selective recording and recording on
demand. The interface enables Melitas server to provide agent information such as
I.D., position and agent status as well as call details to NICEs call logging system
(NiceCLS). Voice and screen recordings can be based on the real-time data provided by the
Melita server or by other screen events. For transaction verification using full-time,
selective or recording on demand, the NICE system uses the call information provided by
Melita for searching and retrieving recorded calls.
Registry Magic Announces International Distribution Agreements
Registry Magic Incorporated has announced distribution agreements for the
Virtual Operator, the companys speech recognition call processing system, with
telecom distributors in South America and the Pacific Rim. The distributors will market
the international versions of the system. VMS Technology, of Malaysia, will additionally
use the Virtual Operator as a means to speech-enable its future communications server
platform. VMS will private-label the system as Cyber Operator and will
incorporate Virtual Operator into its next-generation unified messaging/VoIP platform.
Additionally, STS de Argentina, a voice mail and phone systems distributor, will market
the Virtual Operator in Argentina, Uruguay, Paraguay and Chile as La Operadora
Virtual. InfoVox, an IVR distributor, will market the products in Colombia.
M&I Data Services Forms Alliances With Csi And UPI
M&I Data Services, a provider of financial services and software, has
formed alliances with two electronic forms vendors, Compliance Systems Inc. (Csi) and
Universal Pensions Inc. (UPI). These alliances were formed to allow M&I Data Services
to provide a complete electronic form document preparation solution to its financial
institution customers. Integrated into the M&I Data Services BankerInsight product,
the integration will offer a library of state and federally compliant electronic forms.
BakerInsight is a Windows-based sales and service software application that gives branch
and call center employees access to information on a customers entire relationship
with the financial institution
Hello Direct And PORT Announce Strategic OEM Agreement
Hello Direct, Inc., a developer and direct marketer of telephone productivity
tools, and PORT, a Targus Group International Company and a provider of notebook computer
accessories, have announced that the two companies have entered into a strategic OEM
reseller agreement. Under the terms of the agreement, PORT will sell the Hello
Direct-built digital adapter product under the name PORT SmartConnect. Hello Directs
smart adapter technology allows mobile computers to connect to the Internet from any type
of phone system, digital or analog. The SmartConnect product, custom built for PORT,
contains the Hello Direct-developed LearnIt smart interface chip. The technology enables
both voice and data products to adapt themselves automatically to the diverse nonstandard
handset ports found on todays digital telephones, without requiring the user to
configure switches manually or purchase phone-specific adapters.
CCS TrexCom Announces Support For Con Edisons Outage
Notification Device
CCS TrexCom Inc., a provider of automated self-service solutions, has
announced that its FirstLine IVR system will handle call routing for a new power outage
notification device that Con Edison, a large New York-based utility company, is testing
for possible future commercial introduction next year. Called Power Sentry, the device
plugs into a standard wall electric outlet and a telephone line and informs Con Edison
when a customers power is off for more than 60 seconds by automatically calling the
companys toll-free emergency phone number. From there, the CCS platform
distinguishes the device from a customers call with a special touch-tone signal. The
CCS system then sends an acknowledgment to the device, after which the device uses
touch-tone signaling to transmit the customer account number and indicates whether the
power is out or is restored before ending the call.
Norstan To Incorporate Comverse Products
Comverse Infosys, Inc., a division of Comverse Technology, Inc. and a
provider of digital recording technology, announced that Norstan, Inc. will incorporate
Comverse Infosys ULTRA and Mentor products and applications under its call center
solutions umbrella. Norstan is a value-added solutions provider of call center platforms
for Siemens Information and Communications Networks and Aspect Telecommunications.
Norstans call center business is focused on combining best-of-breed products and
technologies with consulting and integration services. Comverse Infosys develops customer,
agent and transaction monitoring for call centers that measure agent quality and
performance as well as the customers experience across the enterprise.
Norstans call center offerings include customer contact solutions for
mission-critical environments, interactive voice response, workforce management, quality
monitoring, preview and predictive dialing, data consolidation, data warehousing, Internet
telephony and video call centers.
Arial Systems And Interactive Intelligence Form Marketing Alliance
Arial Systems Corporation, a provider of e-service collaboration tools, and
Interactive Intelligence, developer of the Enterprise Interaction Center (EIC), a
communications server solution, have announced a marketing alliance that will allow the
integration of technologies to help improve customer communications and collaboration
within the organization. The agreement will also allow mutual access to sales distribution
channels and provide joint Web site hyperlinks. EIC currently offers organizations a
unified communications solution by replacing PBXs, ACDs, IVR, voice mail systems, fax
servers, voice loggers, Web gateways and CTI middleware systems. Both the Arial products
and EIC are Windows NT-based, so companies also can benefit from integration with other
software applications and hardware devices. This integration has been beta tested using
the ArialView solution, which harnesses Interactive Intelligence employee information and
locations in an internal directory.
BDO Seidman Announces Alliance With Onyx Software
BDO Seidman, LLP and Onyx Software Corporation have announced a strategic
alliance whereby BDO will deliver implementation services for the full suite of Onyx
Software customer relationship management solutions. BDO Seidman provides consulting
services to businesses. BDO will implement Onyx Front Office, including Onyx Enterprise
Portal, a 100 percent Web-based product that consolidates customer relationship management
functionality, third-party applications and relevant Internet content into a single,
digital workplace personalized for each individual. Onyx solutions are designed to help
increase customer loyalty by supporting customer-centric processes across the enterprise
from sales and marketing to customer service, quality assurance, partner management and
other areas.
Tellabs Collaborates With Tekelec
Tellabs has announced it intends to deliver new call control, signaling and
service control capabilities on its AN2100 Gateway Exchange (GX) next-generation switching
system. These capabilities will help enable service providers to reduce costs and create
revenue-generating services over a mixture of time-division multiplexed (TDM),
asynchronous transfer mode (ATM) and IP-based networks. Tellabs has signed agreements with
Tekelec for elements of this call control and signaling solution. Tekelecs Network
Switching Division will supply elements of an SS7/IP signaling front-end to Tellabs
AN2100 GX system, which will provide gateway screening, SS7 link concentration and access
to local number portability. Tekelecs IEX Division also will supply elements of the
AN2100 systems new call control and service control point software designed to
enable providers to deploy debit, credit and calling card services.
eLoyalty And DST Systems Introduce Solution
eLoyalty and DST Systems have jointly announced a new solution to help
companies in the financial services and insurance industries more effectively manage all
aspects of their customer relationships. By extending DSTs AWD suite of customer
service solutions with eLoyaltys toolkit, users can more easily implement a solution
within the constraints of their existing technology environment. The solution is designed
to help companies improve customer satisfaction by providing service representatives with
easy access from their desktops to all customer information. Specifically, components of
the eLoyalty toolkit will be used in AWD/Contact, DSTs customer management
application, and AWD/Voice, DSTs answer for workflow-enabled CTI and call
record/playback.
Watergate Softwares Technology Integrated Into Dell Software
Watergate Software Inc., a developer of hardware diagnostic and system
information tools, has announced that its technology has been incorporated into a new Dell
systems management and product support software solution called Dell OpenManage Resolution
Assistant. Watergates technology in the Resolution Assistant provides administrators
with detailed hardware diagnostics that can help prevent Dell PowerEdge server
difficulties or easily identify them once they have occurred. Should a problem occur, this
technology helps analyze the cause and suggests a solution. If needed, the Dell OpenManage
Resolution Assistant can quickly send the diagnostic data to a support technician at the
server, at an internal help desk or to Dell Technical Support.
TotalTel Opens New York Area Offices
TotalTel USA Communications, Inc., a regional provider of voice, data and
Internet services to customers in the Northeast, has announced that the company has opened
a new sales office in Long Island and the companys second office in New York City.
TotalTel also announced that the company has established new points of presence (POPs) in
Westchester, New York; Hartford, Connecticut; Garden City, Long Island, New York; and
Allentown, Pennsylvania. TotalTel concentrates its network to serve customers along the
Boston-to-Washington, D.C. corridor. Dennis Spina, president and CEO of TotalTel, said
TotalTels customers are looking for quality and leading-edge solutions. He
emphasized TotalTels customer service as a plus, saying of its customers, We
hold their hands in guiding them to the best possible solution. TotalTel also
provides teleconferencing, fax services and directory assistance.
Young America Announces Facilities Plans
Young America Corporation has announced the merger of two of its Minnesota
facilities, and plans for a new facility to be built in Chanhassen, Minnesota. To increase
operational efficiencies, the companys Winthrop and Glencoe facilities will merge
into a stand-alone inventory and packaging facility at Glencoe. The move is expected to
lower operating costs over the next five years and at press time, was scheduled to be
completed by October 1999. Employees currently working in Winthrop will be encouraged to
transfer to the Glencoe facility. Additionally, the company has signed a letter of intent
with CSM Corporation to lease a new client service facility in Chanhassen, Minnesota. The
move will allow better accessibility to clients visiting from out-of-state, as well as to
better serve clients on a daily basis. The building will be a new construction and is
expected to be ready in January 2000.
ACI Announces New Call Center
ACI Telecentrics, Inc., a Min-neapolis-based teleservices firm, has announced
the opening of an outbound call center in Redding, California. This call center will be
ACIs tenth call center and will increase the companys overall call center
capacity by 22 percent. The center opened in early September with an initial staff of 150
workers. When fully staffed, the center expects to employ about 250 people. The choice of
Redding, California was intended to diversify calling hours and provide better services
for the companys West Coast clients. The center has implemented 100 calling
stations, initially employing 150 agents, and has the potential to expand up to 150
calling stations on as as-needed basis.
infoUSA To Expand Its VideoYellowPagesUSA.com Service
VideoYellowPagesUSA.com, a division of infoUSA, has announced that due to
success with its test market in Omaha, Nebraska, it has decided to expand its service to
the San Francisco Bay area. The expansion became effective in August, 1999.
VideoYellowPagesUSA.com is a multimedia yellow page directory service which includes
listings for every business in the U.S. and currently features videos of nearly 700
advertisers in Omaha. These video clips allow the business owners to demo products and
services, give tours and introduce staff. Traffic to the site has grown to more than
10,000 page views per day in July, a four-fold increase since the beginning of the year.
infoUSA is a provider of business and consumer information products and database marketing
services.
ICT Group To Open New Call Center In Arkansas
ICT Group, Inc., a telesolutions company, has announced it will open a new
customer care inbound call center in Morrilton, Arkansas. The center is being implemented
to serve the needs of the companys U.S. banking clients. The new center will
initially have 250 universal workstations and employ up to 350 people within a year. The
company expects to expand the facility to 500 workstations and employ up to 620 employees
in Morrilton. One of the primary reasons for choosing the site was ICT Groups
existing strategic alliance with the Arkansas-based ALLTEL Corp. The two companies jointly
market call center products and services to financial services companies.� |