April 1999
Vendor To Vendor
Headlines
News
Eliance Delivers E-Commerce Services, Program
Eliance Corporation has launched its "eSourcing" solution, designed to enable
small and mid-sized businesses to build profitable e-commerce sites. Services include
functions such as international risk management, Web-based customer service, and extensive
payment processing. In addition, Eliance has initiated a new business and technology
partnership program to complement its outsourcing services - on the technology side, to
help companies aiming to integrate front-office software and services with Eliance's
back-office services - and at the business end, targeting companies that have clients who
need back-office e-commerce services and that are willing to actively promote/sell
Eliance's services.
No. 500, www.ctimag.com/freeinfo
Shark Intros USB Modem
Shark Multimedia has announced the Leopard USB 56K external PC modem, designed as a
complete, powerful, high-speed communications center. The Leopard USB 56K can offer
notebook and desktop users fax and advanced telephony such as voice messaging, voice mail
with remote retrieval, pager notification, and fax-on-demand. Shark's DialTone software is
included with the modem and designed to operate with any H.324 videophone system to offer
low-cost video conferencing over ordinary phone lines. Automatic paging, remote access,
phone book dialing, and call forwarding are also included.
No. 501, www.ctimag.com/freeinfo
Vodavi Delivers Digital Key System Handset
Vodavi Technology has announced the introduction of The Wanderer, a 900-MHz wireless
handset designed to offer a new mobility solution for users of Vodavi's STARPLUS Triad and
Infinite digital key telephone systems. The Wanderer plugs into the back of a digital
phone, sharing the same extension and station port as the desktop phone. Users can access
phone system features such as intercom calling, hold, transfer, conference, and speed
dial. The Wanderer is built to scan 40 channels and select the best one for quality voice
transmission, and can support 4 hours of continuous talk time and 40 hours of standby.
No. 502, www.ctimag.com/freeinfo
FastComm Unveils SVC Support
FastComm has announced the introduction of switched virtual circuit (SVC) support across
the company's routers, FRADs, and switches, including the EtherFRAD, GlobalStack-EX voice
and data exchange, and ECX-Router. The SVC software can be used for faster service
provisioning, backup, and overflow situations. SVCs can eliminate the excessive hops voice
calls may encounter in the network and help assure high voice quality in packet networks.
Forthcoming enhanced SVC software is expected to allow users to call up incremental
bandwidth using frame relay multilink for bonding virtual circuits.
No. 503, www.ctimag.com/freeinfo
Teknekron Announces System Recording
Teknekron Infoswitch Corporation has announced that the new version of AutoQuality is
designed to support multiple recording functions. AutoQuality 3.1 can allow call centers
to monitor for quality assurance, log all calls, and record on demand using one system.
Other features include an open application programming interface, robust CTI
functionality, and a live monitoring option for both voice and screen activities.
No. 504, www.ctimag.com/freeinfo
Harris Intros PBX System
Harris Corporation is announcing the IntelliCom 500 - the latest member of its 20-20
IntelliCom PBX product family. The IntelliCom 500 is designed specifically for growing
businesses (initially requiring 100 ports or less) to provide features for placing,
answering, and controlling call traffic. Advanced features include ACD, LCR, call detail
recording, alarm reporting, online and remote diagnostics, and asynchronous/synchronous
data communication. The system can scale up to 400 ports and be configured as a hub to
serve up to six remote switches.
No. 505, www.ctimag.com/freeinfo
Maxxar Releases OFX Client
Maxxar Corporation has developed an OFX (open financial exchange) data interface for its
MaxxARTS software development environment. Financial institutions can rapidly deploy IVR,
fax, and Web-enabled applications designed to interface to their financial data, via an
OFX server. The OFX specification enables these companies and brokerage firms to implement
online connectivity for personal financial management software products, as well as build
dynamic and interactive Web sites.
No. 506, www.ctimag.com/freeinfo
Mosaix Offers Monitoring/Recording App
Mosaix has unveiled Chronicle, a new agent effectiveness application designed specifically
for quality monitoring and recording of interactions between call center agents and
customers and for scripting and training. Call center managers can use this information to
evaluate and optimize agent performance and to improve campaign results. Chronicle can
automate the collection of agent/customer interactions, including voice and agent desktop
recording, based on a schedule set at the supervisor level. CTI capabilities allow
supervisors the flexibility to record interactions based on inbound and outbound calls, as
well as internal and external calls.
No. 507, www.ctimag.com/freeinfo
Siemens, InterVoice Unveil "Push" IVR
Siemens Information and Communication Networks and InterVoice have jointly developed and
introduced one of the first IVR solutions to "push" alphanumeric caller
information to agent phone displays without traditional CTI. Based on Siemens' new ACD
Prompt Response Integration (APRI) technology, the solution can utilize and exchange
information across an enterprise network. APRI utilizes CorNet (Siemens Corporate
Networking) ISDN connectivity between Siemens' Hicom 300E 6.5 server and the Prompt
Response IVR server to create a high level of data exchange between the two.
No. 508, www.ctimag.com/freeinfo
Siemens Unveils Unified Messaging/Call Management Package
Siemens Information and Communication Networks has debuted Xpressions - a new global
family of unified messaging and call management applications for the enterprise market.
Xpressions is expected to include a comprehensive array of voice, fax, e-mail, and -
ultimately - video messaging applications and solutions for both carrier and enterprise
customers. The offerings are designed to enhance user productivity, mobility, and
knowledge-sharing, and to be scalable and upgradable, modular, and open standards-based.
Xpressions Series 400, the first series, is expected to feature a unified messaging
solution based on Siemens' Hicom Messenger and utilizing Siemens' PhoneMail user interface
for voice messaging.
No. 509, www.ctimag.com/freeinfo
Quintus Intros CRM, E-Commerce Suite
Quintus Corporation has announced eContact, a call center product suite designed to offer
call centers a single solution for routing and managing customer interaction across all
forms of electronic and voice-based media. Call centers can effectively manage and route
customer interactions through voice, VoIP, IVR, speech recognition, fax and imaging,
e-mail, the Web, and e-commerce. Details of each customer interaction are recorded and
stored in a common data repository to provide personalized service based on actual
customer histories.
No. 510, www.ctimag.com/freeinfo
Edify Boards Hit Scalability High
Edify Corporation has announced results of a scalability benchmark study of its Windows
NT-optimized IVR platform, the Electronic Workforce/LS. The study - conducted by Compaq
Corporation on its ProLiant 6500 Server with Natural MicroSystems' Alliance Generation
voice processing boards - indicates that the Electronic Workforce/LS can support triple
the number of incoming calls per server, as compared to proprietary solutions; it can
scale to 288 ports per server, setting a new standard for IVR scalability in large,
mission-critical call center solutions. Edify and Compaq have also agreed to jointly
enhance, test, certify, and market new call center solutions based on industry-standard
components.
No. 511, www.ctimag.com/freeinfo
Lucent Speech Releases TTS Engine
Lucent Speech Solutions, a new business within Lucent focused on speech applications, has
announced the commercial availability of its text-to-speech product, the Lucent TTS Engine
3.0. The engine, developed by Bell Labs, is designed to allow users to develop
applications delivering clear, precise speech in English, Mandarin Chinese, Spanish,
French, and German. Initial customers are Intellivoice Communications - planning to
integrate the engine into its unified messaging products, and Pronexus - using the engine
as a component of its VBVoice toolkit and for speech solutions developed by its
Application Services Group.
No. 512, www.ctimag.com/freeinfo
Hello Direct Launches Headset
Hello Direct has unveiled the Solo II, a new, over-the-ear headset offering a flexible
backbone users can bend and mold for a custom fit. The Solo II is designed to transmit
voice signals clearly, while rejecting background noise, with its enhanced noise-canceling
microphone. Solo II users can choose the Pro or SuperPro amps, as these work with any
analog or digital phone. Options for the Solo II include Touch-N-Talk, which can
automatically lift the handset for the users at the touch of a lever, and which can be
ordered with a "busy" indicator to avoid interrupting the user during another
call.
No. 513, www.ctimag.com/freeinfo
One Stop Intros Expanded-Slot System
One Stop Systems has announced the introduction of its 6U CompactPCI, 16-slot backplane,
breaking the 7-slot ceiling in CompactPCI backplanes for applications where additional
expansion slots are required. The new backplane increases the number of available slots to
14, enabling double the capacity for I/O boards in a system. Compatible with Teknor's
Pentium and Pentium II-based CPU boards and supporting the Teknor transition module for
rear I/O, the backplane can support up to two modular power supplies and a storage module.
No. 514, www.ctimag.com/freeinfo
Omtool Delivers Fax Server, Software
Omtool has announced the availability, through Tech Data, of Fax Sr. Express - a new
version if its Fax Sr. network fax server designed for small businesses and for workgroups
(up to 250 users) and remote offices within larger organizations. The server can offer
complete native integration with Microsoft Exchange and Outlook. Omtool also has announced
Fax Sr. for Lotus Notes, designed to offer users advanced features for sending/receiving
faxes directly to and from the desktop through a Notes user's mail database.
No. 515, www.ctimag.com/freeinfo
Forum Educates Public On Messaging
The TeleMessaging Industry Association (TMIA) is a new, open forum comprising North
American service providers, voice mail/messaging vendors, CPE providers, and other parties
with a demonstrated interest in promoting voice mail and messaging. The TMIA was formed to
better educate the public about the lifestyle-affecting benefits of voice mail and
messaging services and, as a result, increase their use. Founding members include
Ameritech, Bell Atlantic, Bell Canada, BellSouth, BC Tel, Comverse Network Systems, Conux
Communications, Glenayre, GTE, Lucent Technologies, PhoneLabs, SBC Communications,
Solopoint, and Unisys Corporation.
No. 516, www.ctimag.com/freeinfo
Digi Releases Enhanced VoIP Gateway
Digi International has announced NetBlazer 8500 5.0 VoIP gateway and remote access server.
The gateway is designed to offer voice quality matching that of today's long-distance
phone communications. It includes H.323 Version 1 compliance and several features of
Version 2. The new product is interoperable with Internet telephony software applications,
includes new voice compression boards offering more voice ports per board, and can support
the V.90 modem for data transmissions.
No. 517, www.ctimag.com/freeinfo
Net2Phone Offers Internet Telephony Portal
IDT's Net2Phone has launched easysurf.com, designed to allow visitors to learn about
online merchants' services and communicate with them through direct voice interaction.
Visitors can contact retailers for free via voice interaction without having to visit the
companies' sites. Web shoppers can reach company representatives through Click2Talk,
Click2CallMe, and Click2Mail options. IDT plans to embed an easysurf.com icon into the
next Net2Phone client software release.
No. 518, www.ctimag.com/freeinfo
Dictaphone, DST Develop Framework
Dictaphone Corporation has partnered with DST Systems to offer a comprehensive contact
management solution for call centers. The AWD/Voice system can allow CSRs access to
multimedia information about a customer from their own desktops for improved customer
service and reduced talk time and call backs. The system was developed by DST through
integrating such products as the Genesys T-Server and Dictaphone's ProLog, Guardian, and
Symphony CTI recording systems into its AWD suite of customer relationship, workflow, and
document management products.
No. 519, www.ctimag.com/freeinfo
Cisco Systems Rolls Out New Application-Aware Enterprise Switches
Cisco Systems Inc. announced its new Catalyst 6000 family of intelligent multi-gigabit
enterprise switches delivering application-aware architecture across the Catalyst line. It
will provide the speed, capacity and intelligence necessary to successfully integrate
data, voice and video applications in a multi-layer Cisco Systems announced the arrival of
Catalyst 6000, a family of intelligent multi-gigabit enterprise environment. The Catalyst
6000 looks ahead to a future where voice and other multimedia will go over the data
network. It is part of Cisco's integrated data, voice and video strategy for the Catalyst
enterprise, giving network administrators quality of service, security and policy
networking capabilities across the network. The family includes the Catalyst 6000 and the
Catalyst 6500 series, with scale from 32 to 256 Gbps, respectively.
No. 547, www.ctimag.com/freeinfo
eGain Communications Expands Application Services For Online
Customer Service
eGain Communications Corp. announced the eGain Hosted Network 2.0, an
expansion of their leading online customer service hosting infrastructure. The eGain
Hosted Network offers the award-winning eGain Email Management System (EMS) software for
efficient responses to online customer inquiries, along with a redundant network and
server infrastructure to ensure 24x7 availability of customer service applications.
Implementing and supporting this leading solution are eGain's first-class Information
Systems professionals, with proven expertise in deploying online customer service. The
eGain Hosted Network also offers virtual agents for "follow the sun" service.
Available now, the eGain Hosted Network 2.0 delivers a compelling solution for online
customer service.
No. 550, www.ctimag.com/freeinfo
Genesys Announces New Voice Treatment Option
Genesys Telecommunications Laboratories Inc., a provider of customer interaction and
computer telephony solutions, announced its new Voice Treatment Option. It adds
integrated, software-based voice processing capabilities to the Genesys Suite Version 5.1,
providing more intelligent and effective call routing and management. Voice Treatment
Option provides pre-routing information collection, enabling information collection about
callers and forwarding to a router, menu-service selection and caller entered digit/data
collection. It also allows queuing call treatment, applying a variety of voice treatments
to calls which are being held in a queue. They can be directed based on specific
characteristics, i.e. language spoken, and callers can receive information such as their
position in the queue.
No. 544, www.ctimag.com/freeinfo
Aspect Introduces Developer's Kit For Agent Desktop Integration
Aspect Telecommunications Corp. announced its new Aspect Winset Software Developer's Kit.
The CTI tool will allow systems integrators, Aspect partners and customers to rapidly and
easily develop telephony applications for agent desktops. It provides full access to
Aspect WinSet for Windows 3.0, also just announced by the company. Working with Aspect
WinSet SDK, applications can be customized for individual call center and agent needs.
Systems integrators and IT professionals can develop and deploy CTI applications across
the enterprise, including those for off-site agents, telecommuters and part-time agents.
Also, agent telephony functions can be integrated more closely with other call center
applications, and an agent's desktop can be integrated with back-office information
systems.
No. 525, www.ctimag.com/freeinfo
Siemens Creates Call Center "Plug And Play" Solutions
Siemens Information and Communications Networks have announced ProCenter Express, a
"plug and play" series of its most sophisticated call center products. These
packaged solutions can be implemented in two to four weeks, making it easier for growing
call centers to build a strong technology foundation for their long-term needs. The four
applications within ProCenter Express include ResumeRouting Express, a virtual group call
routing suite; Prompt Response, an IVR application; Help Desk, a Remedy-based help desk
application with screen pops; and ProCenter MX E-mail Express, an e-commerce application.
All became generally available in March.
No. 522, www.ctimag.com/freeinfo
Dialogic Rolls Out Enhanced Version Of Ct-Connect For Compucall
Dialogic Corp. announced the availability of CT-Connect for CompuCALL 3.0. The release
supports features available in Northern Telecom's CompuCALL 11, including communication
link support for TCP/IP connections from data networks, and the option of a new Monitor
Only licensing level, which allows for lower priced solutions where call control
capabilities are not required. CT-Connect for TCP/IP provides an easier way to implement a
CTI link between CT-Connect and the DMS-100 and SL100 telephone systems. Users have the
option of utilizing either a TCP/IP or X.25 when connecting a CT-Connect server to these
systems. Monitor Only allows applications to passively monitor specific telephone devices
so when a call comes in, the developer can collect the appropriate information about the
call.
No. 537, www.ctimag.com/freeinfo
CyberTel Unveils Software For Universal Enterprise Messaging
Access
CyberTel, a venture capital-backed communications software company, announced the
availability of new IP software allowing users to access, send and manage any message -
voice, page, fax or e-mail - from any network via a phone, a PC or the Web. Using a
scalable, open architecture that is legacy-free, CyberTel's new offerings enable carriers,
service providers and enterprises to deliver a broad range of messaging, communications
and e-commerce services to their users. The new offerings - FreeCom thin Java Client and
CyberCOM distributed PSTN/IP messaging server - provide ubiquitous and universal access to
voice and fax messaging from any IP or PSTN device worldwide.
No. 523, www.ctimag.com/freeinfo
Infinite Technologies Provides Voice, Internet And E-Mail
Connectivity All In One
Infinite Technologies announces the release of its newest messaging solution, Infinite
Voice Professional Edition. It is a full-feature client/server e-mail system, Internet
gateway and e-mail voice attendant in one package. It includes a IMAP4/POP3 e-mail server
and client, SMTP gateway and voice system. The integration of e-mail and voice technology
gives users all of the e-mail functionality normally available in traditional systems via
any touch-tone phone. This includes the ability to reply to, delete and forward e-mail
messages to other users. Messages can be easily checked via telephone from anywhere around
the globe. Also, remote users can forward e-mail to a local fax for a printed copy.
No. 543, www.ctimag.com/freeinfo
3Com Readies First Shipments Of Three-Tier It Telephony System
Following extensive internal testing, 3Com Corp. announced it is preparing to
ship the gatekeepers and back-end servers along with the gateways as a "starter
kit" Total Control IP telephony system. They comprise the second and third tiers of
3Com's three-tier carrier-grade architecture. 3Com's architecture separates the back-end
servers into a third tier, enabling carriers to scale these databases more efficiently,
and put business-critical databases in secured locations. The three tiers are connected by
open standards-based protocols, providing the performance, reliability and scalability to
implement IP telephony on a broad scale. Also, the modular architecture features standard
APIs on all three levels, allowing the flexibility to easily customize the system for
service differentiation.
No. 528, www.ctimag.com/freeinfo
GTE And Cisco Announce Deployment Of Enhanced Ip Data And Fax
Services
GTE and Cisco Systems announced the deployment of advanced IP services via their
partnership. Routed on GTE's Global Network Infrastructure, the new jointly developed
network architecture will deliver IP fax, Internet call waiting, unified messaging and
other services. The GTE network uses IP technology to provide these services to businesses
and residential customers. GTE is developing unified messaging, voice-over-IP and other
enhanced IP services to take advantage of this new network architecture. The two companies
built the network using Ciscos' WAN, high-end routers, multifunction midsize routers and
dial access platforms. Over the network, GTE's IP Fax provides broadcast faxing, delivery
confirmation, personalized inbox and e-mail integration. Users can access their incoming
faxes via the Internet from anywhere in the world, and send faxes to any fax machine or
e-mail address worldwide from their desktops.
No. 533, www.ctimag.com/freeinfo
Nokia Launches Innovative Tri-Mode/Dual Band Cdma Digital Phone
Nokia has introduced the 6185, a full-featured 3-volt, tri-mode/dual band CDMA phone, with
an internal modem for fax and applications. It also includes a vibrating alert, up to 4.5
hours of talk time and more than eight days of standby time. The 6185 utilizes Nokia's
personalization feature Profiles, which enables fast selection of phone settings for
different environments and lifestyles, such as "silent," "meeting" and
"outdoors." The 5.2-ounce phone also features a high-resolution illuminated
display, caller ID-sensitive ringing tones that can be set for up to 10 important callers,
an alarm clock, calendar and four electronic games. It supports six languages, has 32
ringing tones - including popular song melodies - and a directory that can store up to 200
names and numbers. It will be shipped in the first quarter of 1999.
No. 551, www.ctimag.com/freeinfo
Intecom Announces New Work-At-Home Call Center Agent Functionality
Intecom, a call center/PBX solutions provider, has come out with PhoneWise, a screen-based
soft-phone application for work-at-home call center agents and supervisors. Intecom
created PhoneWise, in conjunction with its call center solution, CallWise, as a response
to client demand for remote access capability. The desktop system merges PC and telephony
functions onto a single platform to provide users with full call center functionality
wherever they can connect to a phone line. It makes efficient use of screen space with
information, control and status icons on a Windows status bar. PhoneWise also has easily
configured screen-pop capability so caller information can be sent to an agent along with
an incoming call, eliminating the need for an external CTI configuration.
No. 529, www.ctimag.com/freeinfo
Nortel's Interface Enables Its Affiliates To Expand Call Center
Capability
Nortel Networks' has announced that the open interfaces of its Symposium call center
server now allow a variety of call center products through its business affiliates. The
products, developed by the affiliates to interface with the Symposium server, range from
wallboards to a multitude of workforce management tools. Utilizing the Windows NT
operating system, Symposium features end-to-end call control and reporting, advanced
supervisor tools and the ability to assign skill sets to agents, routing calls based on
skill level. Among the products offered through Symposium by affliates are: Agent View by
AAC; C-POP/Lite by Crysalis Software Inc.; Linkserver by Digital Data Voice Corp.;
Skillview by Digital Techniques Inc.; TotalView by IEX; UltraData by Spectrum; and the
Intranet call center server from Pyderion.
No. 548, www.ctimag.com/freeinfo
WebLine Rolls Out New Version Of Call Center Integration Software
WebLine, a leading call center solution provider, has debuted Version 2.5 of its
Collaboration Server and Media Blender products, providing clients with the capability of
integrating their call centers, Web sites and e-commerce operations. Enhancements to
Collaboration include a new CyberSeminar mode, support for Java and non-Java Web browsers,
improved scalability and remote control capabilities. New to Media Blender are a Media
Contact API, and an expanded list of CTI drivers that enable tighter integration within a
call center infrastructure. Collaboration, an enterprise- and carrier-class application,
enables call center agents, sales and service representatives to share information with
prospects or customers over the Web while conducting a voice conversation or text chat.
No. 541, www.ctimag.com/freeinfo
GeoTel Comes Out With Updated Version Of Its Cti Software
GeoTel Communications Corp., a leading provider of customer interaction software solutions
for mission-critical call center applications, has announced Version 4 of its Intelligent
CallRouter, Network Intelligent CallRouter and Site ICR software. It expands
network-to-desktop CTI by extending the resources available for customer interaction, and
simplifying the deployment of desktop applications. New products include: Enterprise
Agent, which enables a company to include non-ACD, branch office and home agents in its
enterprise-wide call distribution, CTI and call center management strategies; CTI Desktop,
a toolkit, soft-phone and other features to enable quick and easy integration of desktop
applications with ICR; and Java Client, which brings CTI functionality to any Java-capable
environment.
No. 542, www.ctimag.com/freeinfo
Acuity Updates Its Web-Based Customer Interaction Software
Acuity Corp. announced the availability of WebCenter Express 2.2, its Web-based customer
interaction software. New with Version 2.2 is a searchable knowledge base, and an
internal/external discussion forum. It also offers a seamless escalation path from the
knowledge base or forum to a live customer agent. Along with Acuity's LiveHelp! and
Answers With Acuity programs, companies can provide customers and prospects with
real-time, text-based communication capabilities in conjunction with visual collaboration
via browser screen synchronization and document sharing. Customers can also search, browse
and post entries while engaged with an agent. Transcripts of live text sessions can be
sent to the customer, and used as a building block of new FAQs and knowledge base entries.
No. 546, www.ctimag.com/freeinfo
IEX Announces Enhancement Of Its Workforce Management Software
IEX Corp. has added custom schedule preferences to its TotalView Workforce Management
software. The upgrade allows agents to bid for their preferred work schedule by
prioritizing a list of scheduling options. It increases the flexibility of TotalView's
single-step scheduling and agent assignment process by allowing agents to customize their
preferences. And managers can allow them to do this based on preferred hours, days, day
off patterns, shifts and daily shift options. TotalView Workforce Management is a
client/server system featuring Windows-based user workstations, integrating forecasting
and scheduling, attendance and agent productivity tracking, payroll input, vacation and
holiday planning, Web-enabled schedule viewing, meeting scheduling and adherence
reporting.
No. 535, www.ctimag.com/freeinfo
EIS Announces New Version Of Call Management Software
EIS International Inc., a leading provider of call center technology, announced the
availability of its Call Processing System (CPS) Version 5.1. It combines inbound call
management and agent blending capabilities. It also includes upgrades to several existing
features. Both inbound and outbound calls can be managed without an ACD, so blending and
inbound do not impact outbound dialing performance. New functions include Dialed Number
Identification Service support, which IDs and routes a call without an external ACD;
Inbound Control, with options for controlling campaign assignment and message play,
starting inactive campaigns and configuring hold queue characteristics; agent blending,
moving agents between campaigns based on pre-set conditions; and skill-based routing.
No. 538, www.ctimag.com/freeinfo
Comverse Introduces Call Center Screen Recording Capability
Comverse InfoSys Inc., a wholly owned subsidiary of Comverse Technology Inc., has created
a new version of its Screen Capture software, a screen recording ancillary to the Mentor
monitoring application. It allows an agent to record screen entries as well as voice
interactions. During an agent's performance evaluation, the voice and screen recordings
can be synchronized in playback. Thus, corrections can be more readily made. With the
enhanced capability, supervisors and quality assurance personnel can more easily view an
agent's ability to navigate their customer relationship management software, testing their
knowledge of the scripting program and verifying correct entry of customer responses.
No. 526, www.ctimag.com/freeinfo
Edify Unveils Enhanced Self-Service Platform
Edify Corporation has announced the Electronic Workforce 6 designed to support Microsoft's
Component Object Model (COM). With the support, enterprises can more easily and quickly
integrate into their Edify customer relationship solutions the growing number of
COM-compliant desktop applications, back office systems, and CTI servers. Enterprises can
also leverage innovations by third-party software vendors who are COM-enabling their
applications. The Electronic Workforce 6 contains speech recognition capabilities and a
software-only fax solution. Electronic Workforce is an application development and runtime
platform designed to enable enterprises to create and deploy to customers and employees
self-service applications able to be delivered via the telephone and Web, or e-mail, fax,
pager, and personal financial management (PFM) software.
No. 534, www.ctimag.com/freeinfo
Brooktrout Software Delivers Development Platform
Brooktrout Software - a Brooktrout company - has announced it is now shipping the Show N
Tel Release 4.4. New, powerful features of the Windows NT rapid application development
platform for CT include the ability to run as an NT service, as well as support for
Microsoft's IStream open interface and enhanced support for multilanguage voice
interfaces. Release 4.4 also can support new voice and fax boards from Brooktrout
Technology, Dialogic, and Natural MicroSystems. The new release includes support for the
Microsoft IStream standard for bi-directional audio streaming between Show N Tel and any
IStream-compatible technology, able to enhance support for unified messaging and allow
easier integration of speech recognition. Support is also included for Lernout and
Hauspie's TruVoice text-to-speech synthesis technology.
No. 532, www.ctimag.com/freeinfo
Texas Micro Releases PCI, ISA SBC
Texas Micro has announced the release of its SBC - the PV5000HX2(-M)-IDE - for PCI/ISA and
ISA passive backplane systems. Using Intel Pentium processors and Pentium with MMX
technology, the SBC is designed to offer top, cost-effective performance for CTI and
enhanced services applications. Texas Micro developed the product for 50 percent of its
customers who use the IDE feature exclusively, to contribute to an even longer product
life for the PV5000HX2(-M), which uses the Adaptec 7850 SCSI controller chip (now
discontinued). The PV5000HX2(-M)-IDE has two serial ports and a Centronics-compatible,
enhanced parallel port to offer quality I/O throughput. The product also can support up to
12 PCI and 20 ISA expansion cards.
No. 521, www.ctimag.com/freeinfo
Adax Offers Channelized Transport Board
Adax has announced the availability of its Advanced Channelized Transport (ACT) board on
CompactPCI. Running on 133 MBps CompactPCI bus architecture, the dual-port controller
board has two independent channel interfaces designed to handle fractional to full T1 or
E1 transmission speeds and can access up to 24 DS0s per trunk for T1, and 32 for E1. The
ACT board is configurable and can allow flexible allocation of the DS0s by creating
individual HDLC links (up to 48 for T1 and 64 for E1) for use by multimedia protocols,
telephony, or data applications. The ACT board - featuring the Adax Avalanche Chip - was
developed for wireless network control, requiring a heavily multiplexed data communication
environment, and can allow installation of up to 16 boards on a single PCI backplane.
No. 524, www.ctimag.com/freeinfo
I-Bus Extends CompactPCI Line
I-Bus, a Maxwell Technologies company, has announced the introduction of the CompactPCI
Galaxy16, a 16-slot, modular enclosure designed to reduce the points of failure in the
system for improved reliability and maintenance. The enclosure can support 14 6U expansion
slots, a continuous H.110 telephony bus across all expansion slots (including telephony
voltages), up to three hot-swappable, redundant power supplies, and - with the
configurable drive enclosure - up to eight drives in either a RAID or JBOD format. The
CompactPCI Galaxy16's three main areas include a card cage housing CompactPCI slots, the
power supply subsystem, and an optional drive enclosure.
No. 520, www.ctimag.com/freeinfo
Ziatech SBC Delivers New CPU Board
The new ZT 5521 6U CPU board from Ziatech Corporation is designed to offer "best of
bus" processing performance for communications and other performance-oriented
applications, while integrating an OEM-oriented mix of embedded features, operating system
choices, and multiprocessing and hot swap capabilities. The board features a 450-MHz, Slot
1 Intel Pentium II processor and is based on the Intel 440BX chipset. The new board can
increase its performance and functionality through a 100-MHz front side bus and dual
64-bit bridges designed to allow it to drive up to 14 CompactPCI peripherals in a system.
Onboard peripherals include up to up to 1 GB of PC-100 ECC SDRAM, 8 MB of flash, a
CompactFlash socket for expansion, dual Ethernet, dual USB and serial ports, an optional
AGP for onboard video support, and rear I/O connections.
No. 527, www.ctimag.com/freeinfo
Trenton Unveils Celeron SBCs
Trenton Technology has announced the new CBX-model SBCs, which use the latest Intel
Celeron (PPGA) processor repackaged for embedded applications. The CBX SBCs leverage
Intel's new Socket 370 low-profile PPGA processor. The full-featured board includes an
onboard 10/100Base-T Ethernet interface to offer required connectivity for today's
applications, as well as an AGP SVGA video interface with 2 MB of Rambus display memory
for full-screen, full-motion video, and an ultra wide SCSI interface supporting a 40 MBps
data transfer rate. In addition, the new CBX "BASIC" configuration - without the
built-in video, Ethernet, or SCSI - can allow designers greater flexibility and reduced
design overhead.
No. 530, www.ctimag.com/freeinfo
SBS Embedded Provides CompactPCI CPUs
SBS Embedded Computers has introduced the CP7 (6U) and CC7 (3U) all-in-one CompactPCI CPU
boards designed to allow flexible configuration in processor, main memory, and other
onboard peripherals to meet customer requirements. The boards - targeting communications
and industrial automation applications - can deliver high system performance based on the
Pentium II processor and newest chipset generation. The 512 KB L2 cache, Intel chipset
82440BX, and new 100-MHz CPU bus interface can allow maximum system performance. The local
PCI bus can support a maximum data transfer rate of 132 MBps. Integrated on the boards is
a 64-bit VGA/LCD graphic controller, fast Ethernet, SCSI, and an EIDE controller. The
manufacturer can support real-time operating systems such as QNX and VxWorks, in addition
to Windows NT, 95, and 98, MS DOS, and Solaris.
No. 540, www.ctimag.com/freeinfo
TsDesign Intros Test Tools
TsDesign has launched the new Triton MT range of portable test tools designed to offer
support for protocols and applications, available in an "all-inclusive" package.
The Triton MT can allow applications to run simultaneously, while generating traffic,
simulating individual calls, and monitoring the same or different protocols. Advanced
support for TsDesign's extensive global protocol range is offered, allowing connectivity
to SS7, Primary Rate ISDN, V5, CAS, and R2 networks. The Triton MT comes complete with
both E1 and T1 connectivity, configurable at run time, along with impedance selection,
line monitoring, or termination codes. All software, user manuals, and online help
facility are supplied on CD-ROM.
No. 536, www.ctimag.com/freeinfo
Xantel Intros Personal Agent Linking To Call Centers
Xantel Corporation has unveiled a new product category to the call center industry - with
Personal Agent Linking (PAL). Expected to accompany Xantel Connex Version 2.5 - scheduled
for release in June 1999 - the feature will be called PersonalAgent, designed to allow
call center agents and supervisors to assign and manage tiered customer relationships. All
future calls from a customer can be intelligently routed to a designated personal agent.
PersonalAgent is part of a suite of call delivery capabilities inside Xantel Connex,
supported by Xantel's rules-based call routing engine. The suite consists of conventional
"push" and "pull" call technology, PersonalAgent, and a blending of
all three. Xantel has also announced VirtualAgent - for extending agent workforces to
telecommuting, mobile, and geographically dispersed agents, and its Web-enabled call
center feature, WebClick - for allowing browsing customers real-time communication with
agents.
No. 539, www.ctimag.com/freeinfo
Davox Platform Combines Inbound/Outbound Calls
Davox Corporation has introduced Ensemble, a result of the merger between Davox's Unison
solution for outbound call management and AnswerSoft's Concerto suite for inbound call
routing and handling. The Ensemble platform combines the telephony and data capabilities
through an integrated, modular design that can enable customers to configure a solution
reflecting their unique business requirements. Ensemble can also incorporate blended
resources, automated applications, and consolidated reporting. "Ensemble will utilize
a client/server architecture based on UNIX and NT platforms. . . and integrate with other
call center technologies such as PBX/ACDs, IVRs, call recording systems, network routing
systems, host databases, and dialers, and will permit the creation of a virtual
environment whereby multiple call centers can be linked through voice and data
networks," said Rusty Coleman, Davox vice president of North American sales.
No. 545, www.ctimag.com/freeinfo
TeleSynergy Upgrades PC-PBX
TeleSynergy Research USA has announced TelePCX 2.0, designed to offer a strong capability
for easily adding on new applications with its GUI-based application generator, TeleAPG.
Targeting small to mid-sized offices, the TelePCX 2.0 includes 4 trunks and 12 extensions
but can scale to 48 trunks and 96 extensions. The new version also offers full-featured
auto-attendant, voice mail, an application generator for IVR and fax-on-demand, as well as
desktop call control and an onscreen operator console. TeleUMS, TeleSynergy's Web-based
unified messaging system, can integrate with the new upgrade to allow users to send,
receive, and manage voice, fax, and e-mail messages from the desktop.
No. 549, www.ctimag.com/freeinfo
Ipswitch Offers Web Messaging With Server
Ipswitch has announced IMail Server 5.0 for Windows NT with Web Messaging, designed for
ISPs and small to mid-sized businesses. It includes customizable Web mail interfaces and
Web access, account administration, and security enhancements. Administrators can change
the appearance of each domain on a server to allow greater control over branding and
tailor the GUI for users. This capability also can allow service providers to increase
revenue by selling customized Web mail interfaces to multiple clients. Highly mobile users
can now use IMail Web Messaging - with standard desktop features such as address books and
message folders - as their primary client. Also offered with the server is ODBC support,
secure transmission of passwords, LDAP version 3, and anti-spamming. IMail Server 5.0 can
allow ease of installation and administration, as well as scalability to over 100,000
accounts per server.
No. 531, www.ctimag.com/freeinfo
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