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January 2001
Comverse Adds Dashboard To Flagship Line
Comverse Infosys, Inc., a subsidiary of Comverse Technology, Inc.,
announced the availability of the Supervisor Dashboard on its ULTRASelect
multimedia monitoring and recording platform. The Supervisor Dashboard is
a real-time coaching tool designed to allow contact center coaches and
managers to assist agents with calls in progress. Real-time coaching
includes interactive chat, whiteboard-based support materials, real-time
conferencing of voice and screens, and interactive video. Supervisor
Dashboard in its enterprise configuration can also be used to coach
work-at-home agents in a virtual contact center environment and remote
agents in a multisite environment, all in real-time. During or after a
live coaching session, the appropriate training tools can be
"pushed" to the agent.
Braxtel Speaks CRM With Fluency
Braxtel Communications recently launched its Fluency Communications
Suite, developed as a low-cost, fully integrated solution for enhanced
customer communications. Fluency aims at meeting the functionality,
simplicity, integration and advanced reporting and management requirements
of customer interaction centers. It is an integrated, standards-based
system designed to eliminate the need to invest in disparate technologies,
leverage technology infrastructure investments, and seamlessly integrate
into organizations' pre-existing systems and processes. The suite is
comprised of four integrated modules: Customer Module, through which the
system sends and receives communications, and includes IVR, ACD, unified
messaging and dialer; Agent Module, through which all communications
interact and reach the agent and the agent desktop, including screen pops,
screen board and remote agent capabilities; Manager Module, which handles
all reporting and supervising tasks, including call monitoring, recording,
real time status reports and end-to-end reporting; and Information Module,
which communicates with all data systems, such as external applications,
databases and reporting systems, including CRM, workflow management, data
mining and ERP applications.
Onyx Software Extends Thin Client Reach
Onyx Software Corp. announced the
general availability of Onyx Employee Portal (OEP) 2.5, its Web-based CRM
portal that provides new sales and marketing features. Sales users can
access their secure customer lists from anywhere in the world and use
their browser to perform Web-based quoting, including full support for
multiple currencies and Onyx's complex pricing engine. New marketing
features support comprehensive campaign management designed to enable
organizations to develop and deploy sophisticated multistep marketing
campaigns across multiple channels. Campaigns can target groups or
individuals and leverage multiple media, including the Web, video-based
e-mail, direct mail and outbound phone calls. Organizations can measure,
monitor and track the response rate, revenues and return on investment of
their campaign directly from their thin-client portal interface.
Next Generation Predictive Dialer From Stratasoft
Stratasoft, Inc. has released
StrataDial - The Global Dialer Version 8.0. This latest version of the
predictive dialer and ACD offers expanded platform compatibility as well
as architectural changes allowing it to place or receive calls anywhere in
the world. The company indicated it had spent a year testing new platforms
that comply with the world's demands and standards so that companies can
use Dialogic technology (designed for Europe), ISDN (global) and E-1
(global), as well as the North American analog and T-1 standards.
StrataDial is capable of accepting multiple types under one platform. The
Global Dialer expands StrataDial up to 1,024 time slots on a single
telephony server, without the need for a PBX switch. This provides
increased flexibility and scalability for contact center design and
management. StrataDial - The Global Dialer provides enhanced HTML, XML and
ASP integration to allow for Web chatting, embedding data into Web pages,
Web collaboration and Web site VoIP direct to the call center.
Contact Center Solution Jointly Produced By 3Com And
marchFIRST
3Com Corp. and marchFIRST, Inc.
introduced Contact Advantage, an integrated turnkey contact center
solution designed for small- to medium-sized businesses. The system
addresses the need for high functionality, low cost of ownership and rapid
installation for organizations with one to a hundred seats. The Contact
Advantage system combines 3Com technologies; such as the NBX LAN telephony
system, call center software from application vendors and implementation
and support services from both marchFIRST and 3Com. The solution is the
first in a series that 3Com and marchFIRST are jointly developing under
their strategic alliance. The system is intended to offer customers a
number of benefits, such as rapid deployment and easy upgrading as
business needs change. The solution is designed to enable seamless
interactions across multiple communication channels, and it is available
in three versions: IP Contact, Web Contact and Ultimate Contact. In
addition, 3Com is providing a single point of contact for support of the
solution, thereby simplifying issue resolution.
PointSpan Communication Solution From Intecom
Intecom, Inc. introduced PointSpan,
its new enterprise voice communication solution designed to integrate and
provide a cost-effective migration path for advanced circuit-switched
communications and IP (Internet protocol) telephony. PointSpan is the core
technology empowering Intecom's Conversics solution, which serves to unify
the interaction between companies and their customers. The PointSpan
solution's primary components include the disaster-tolerant Enterprise
Telephony Server and IP Node. PointSpan utilizes IP for internal signaling
and control. PointSpan nodes can be deployed at diverse locations and
linked as a unified system using an IP network and/or a circuit-switched
network for control and signaling in any combination. PointSpan nodes are
transport-medium independent and can be connected in any combination
utilizing the public switched network, dedicated T-1 links, ATM backbone,
or an organization's existing IP-based LAN and/or WAN. PointSpan also
provides a contact center platform that includes automatic call
distribution and supports all communications types (e.g., voice, e-mail,
Web, etc.) as well as CRM and IVR applications. PointSpan's architecture
enables the system to operate as a unified and geographically dispersed
and disaster-tolerant communication platform.
Web Page Translation Capability From InstantMercury
InstantMercury Software, Inc.
announced it will include in Version 2.0 a multilanguage "Web page
translator" capability to the "Web-touring" component of
its instant messaging and online meeting technology. With InstantMercury's
existing Web-touring functionality, online meeting leaders can guide a
group of collaboration participants to different Web sites by directing
their Web browsers (or the embedded InstantMercury browser) to chosen
pages. The new page translator capability will allow for instant
translation and display of toured Web sites into one of five languages:
English, Spanish, French, German and Portuguese.
eshare Launches Enhanced Customer Contact Solution
eshare communications, Inc. recently
announced the launch of NetAgent 4.0. The NetAgent Suite is an integrated
Web-based customer interaction management solution that unifies several
customer interaction methods, including e-mail, text chat, Web
collaboration and voice (for both voice over IP and switched networks).
Enhancements include features designed to allow the contact agent and
end-user to "push" or share Web pages, providing customers with
a more effective, personalized service. NetAgent 4.0 supports both
incoming phone calls and Web callback requests within the same user screen
as e-mail, text chat and Web collaboration contact methods. Within the
telephony integration, NetAgent 4.0 can monitor an agent's telephony state
and use this information to determine when an agent is unable to take a
chat, callback or e-mail request. Major enhancements in release 4.0 help
increase agent productivity with frequently used personal items, such as
Web pages and scripted responses, an added outbound e-mail management
system for targeted e-mail campaigns and newsletter management and the
enhanced Enterprise Data Access facility that brings customer information
from Web-enabled data sources directly to the agents.
Unified Messenger 4.0 From Avaya
Avaya Communications Inc., the former
Enterprise Networks Group of Lucent Technologies, announced Unified
Messenger 4.0 for Microsoft Exchange 2000 with enhanced features designed
to further simplify and integrate communications functionality for
enterprises. This solution continues the evolution of Unified Messenger, a
unified messaging application that adds voice mail and fax access to
Microsoft Exchange, one of the most popular e-mail applications. The
solution is designed so that users can access, respond to and manage all
of their messages from PCs, wired or wireless telephones or the Internet,
thereby improving communications between employees, customers, partners
and suppliers.
Improved Customer Intelligence Through WhiteCross ASP
Service
WhiteCross Systems announced a new suite of technology and services to
automate Web-based customer intelligence. Its WX/WebAnalytics offering is
designed to provide customers with a complete suite of analytical eCRM
capabilities that have been customized to support customers who leverage
WhiteCross Systems' ASP operations for outsourced, reporting and
analytical services to obtain a complete view of their customers'
behavior. Highlights of the service include: WX/eBuilder, which enables
secure outsourcing of analytics to WhiteCross for ongoing data analyses;
WX/LogRefinery, which transforms customers' Web Log files and site
activity into visitor-session details; two data gathering components (WX/Narus
STA and DataStage) that obtain data from IP networks and offline systems
and augment existing log-based or file-based mechanisms and systems; WX/DataEnsemble
, which integrates data for analyses and reporting; and WX/ReportServer,
which enables WX customers to have secure access to reports and analyses,
both current and historical. The product also provides customers with a
starter set of reports. The company also announced it has enhanced its WX/DES
server software so that higher volumes of data and query loads can be
supported through greater server performance, functionality and improved
resource allocation.
Great Plains' eEnterprise Gets Makeover
Great Plains Software, Inc.
announced the release of Great Plains eEnterprise 6.0. Enhancements have
been designed to make it easier for customers to take advantage of the
global e-business network. For e-business, new solutions include Great
Plains e.Timesheets and e.Monitor. New capabilities in Great Plains
e.Order and e.Commerce deliver augmented scalability and flexibility,
including multicurrency functionality. Release 6.0 delivers new e-banking
solutions meant to enhance the interconnection between customers and their
financial institutions by enabling electronic business processes. Major
enhancements to purchase order processing and inventory control, coupled
with new sales order to purchase order processing integration
capabilities, help customers manage supply chains more efficiently.
Project Series enhancements allow customers to track more project types
and methods for recognizing revenue, streamlining budgeting and billing
processes and a greater variety of reporting options. Transaction rollback
and recovery capabilities in payables, receivables and sales order
processing eliminate unnecessary re-entry in the event of a power failure
or other interruption. An updated user interface and shortcut navigation
bar makes navigation easier and more intuitive. Great Plains Explorer
enhancements include "Top 10" lists, queries using multiple
filters and several new views. Multinational/international enhancements
include extended euro capabilities for entering and reconciling
transactions for denomination or euro currency checkbooks; enable
customers to accept cash receipts in multiple currencies for a single
checkbook, reconcile and report on that activity; and provide the ability
to run up to eight multiple languages against a single database.
Zeacom Releases Q-MasterEX
Zeacom Ltd. recently released Q-MasterEX,
the latest version of its contact center management software, to the U.S.
market. Zeacom said that Q-MasterEX was developed to offer an affordable
solution for contact centers sized between 5-250 agents. Cost savings are
made through improved staff productivity, lower call abandonment rates,
improved customer service levels and effective handling of priority
customers. Q-MasterEX combines LAN-based CTI architecture with the NEC
NEAX R switching matrix, and has been designed to take advantage of the
Windows NT operating environment. Completing the solution, Zeacom provides
a range of services including installation, integration, consulting and
training. Zeacom also develops and markets Corus, an enterprise messaging
application, with a PC-based operator console, voice mail and unified
messaging that works in conjunction with or separately from Q-MasterEX.
MessageStream 2.0 For Contact Centers And Mobile
Employees
Trango Software Corp. announced the
release of MessageStream 2.0. MessageStream is a rules-based, real-time
enterprise notification software solution that automatically reports and
displays critical information on incoming client calls, voice mail
messages and system data statistics. Version 2.0 is designed to expand the
way contact centers and mobile employees receive notifications. Now they
can use traditional electronic message boards, workstation desktops,
e-mail messages and wireless devices such as pagers. MessageStream 2.0
adds new capabilities, including schedules, which ensure that messages are
sent to agents only at specific time periods; enable/disable rules that
provide the flexibility to create rules at any time but only activate the
rules that are needed; conditions within rules, for providing a multiple
criteria trigger to determine if and when a message is sent; and client
groups, which allow single messages to be sent to groups. The reliability
of the system is enhanced through the new MessageStream NetMinder, which
monitors the MessageStream Server, Distributors and Data Sources and
restarts these components if they are offline.
Epicor Introduces Second Generation eFrontOffice Web
Client
Epicor Software Corp. announced the
release of phase two of its Web client for Epicor eFrontOffice. This
version of the Web client allows users to access virtually all customer
data housed in Epicor eFrontOffice via a Web browser and permits remote
users to more easily and securely access and update customer data in
real-time. The new browser-based functionality is designed to reduce IT
and deployment costs and increase user productivity. Since the Web client
retains the look and feel of the Windows client, retraining costs should
be substantially reduced. The browser configuration also enables multiple
communication options, including local area networks, wide area networks,
virtual private networks and regular dial-up connections. With this
release, security rules and access rights are shared across both the Web
and Windows clients, eliminating the need to redefine security options.
Epicor's second generation Web client also uses an n-tiered architecture
that enables users to add application servers to increase scalability. The
phase two Web client is available at no extra charge to new and existing
Epicor customers, and it is compatible with the Clientele 7.0 and Epicor
eFrontOffice 7.0 releases.
Informix Releases Red Brick Decision Server 6.1
Informix Software announced Red
Brick Decision Server 6.1, the latest version of its database engine for
data warehousing in Web or conventional decision-support environments.
According to the company, enhancements focus on meeting industry-specific
business intelligence needs, including high-performance data loading,
high-capacity and high-performance query processing and efficient
management of very large databases. New features include support for
Linux, automatic maintenance of aggregate tables (for faster query
response), the addition of extensions to the parallel table management
utility (to enable faster loading of data with less data preparation),
sampling for accelerated data analysis and support for Java DataBase
Connectivity 2.0 and Open DataBase Connectivity 3.5.
SEDONA Releases Intarsia V2
SEDONA Corp. announced the
successful completion of beta testing and general release of Intarsia V2,
its Internet customer relationship management application for small
to-mid-sized financial service companies. The new version adds three
capabilities to the Intarsia CRM package: support for wireless devices
(such as laptops and handheld PCs); a portal front-end that allows
individual companies and users to personalize their own Intarsia look and
feel; and use of the software on an application service basis, meant to
reduce the cost and time required to implement a comprehensive CRM
solution.
Alcatel Unveils OmniTouch
Alcatel announced the OmniTouch
Contact Center, a suite of software application modules designed for the
OmniPCX 4400 IP-based PBX. Based on an open architecture with built-in CTI
technology, the OmniTouch Contact Center suite increases customer
relationship management (CRM) capabilities using multimedia communication
channels and third-party applications. The OmniTouch suite can scale from
10 to more than 1,000 agents and can expand as businesses grow. Basic
services include full automatic call distributor (ACD) and interactive
voice response (IVR) applications. Advanced features include options for
handling telephone, fax and e-mail inquiries as well as real-time Web chat
and Web-based VoIP calls. Integrated capabilities for intelligent
multimedia routing ensure that customer interactions are distributed to
the appropriate agent based on predefined business parameters regardless
of the communication medium selected.
New IP Platform From NEC Debuts
NEC America, Inc. (NEC) made its NEAX
2400 Internet Protocol eXchange (IPX) telecommunications platform
available during the fourth quarter of 2000. It is designed for enterprise
businesses desiring to deploy Internet protocol (IP) telephony without
compromising the functionality offered by existing PBX technology. The
NEAX 2400 IPX was developed to offer enterprise business customers a
simple, clear and affordable migration path to IP telephony, as well as to
support traditional telephony. This permits customers to adopt IP
telephony if and when it makes business sense for them. NEC noted that IP
telephony is an emerging technology that allows the blending of voice,
data and video into one network. IP telephony can help users achieve added
productivity, lower support costs and increased manageability.
Applications like telecommuting, distance learning and networking can be
more readily deployed through IP telephony. The NEAX 2400 IPX is also
designed to give customers the flexibility to migrate incrementally to a
pure IP switched architecture, which can reduce telephony infrastructure
costs.
High Time For PrimeTime 3.0
Blue Pumpkin Software announced the availability of PrimeTime 3.0, the
latest release of the company's workforce management solution for contact
center forecasting and scheduling. PrimeTime 3.0 features the addition of
Sage, a new interactive user assistance tool, designed to provide
interactive guidance and advice about potential scheduling issues that
arise during day-to-day workforce management activities. It also helps
novice users quickly progress to advanced user levels by teaching them how
to resolve problems and avoid future mistakes. PrimeTime 3.0 also
incorporates advanced scheduling and management features, such as
rotation, team scheduling and break rules, and intraday management tools
and reports. With Sage and other enhancements, PrimeTime 3.0 is designed
to enable smaller contact centers to successfully bring automation and
increased efficiency into their workforce management processes.
PeopleSoft 8 CRM On The Rollout
PeopleSoft Inc. launched
PeopleSoft 8 CRM, a comprehensive suite of customer relationship
management applications for e-business, billed as an end-to-end platform
that combines Internet architecture with CRM analytics for a complete
solution. PeopleSoft 8 CRM includes several components, such as: Customer
Portal, a personalized interface integrating all PeopleSoft applications;
integrated CRM analytics; PeopleSoft eSales for WAP, allowing for mobile
sales automation tasks and applications; a Customer Interaction Center;
and CRM integration to third-party vendors built on PeopleSoft's Open
Integration Framework. Rollout of components began during the last quarter
of 2000 and will continue through the first half of this year.
Redesigned Rackmount UPS From ONEAC
ONEAC Corp. announced the newest
addition to its ON Series UPS family of products. The redesigned ON Series
2000VA extended runtime UPS and space-saver battery packs were
specifically designed for 19-inch four-post racks, but are also available
with an optional center-mount accessory for easy installation in 2-post
rack environments. The extended run battery packs provide additional
runtime and only require 3.5 inches of vertical rack space. Operating at
either 50 or 60Hz frequencies, the ON2000 is designed for global
applications requiring a virtual-zero footprint. The new ON Series UPS is
available with Basic or Advanced communications for UPS manageability and
also provides for low maintenance and easy serviceability with hot-swap
user-replaceable batteries.
G6 Suite From Genesys
Genesys Telecommunications
Laboratories, Inc. introduced G6, the latest rendition of its contact
center suite. G6 combines enhancements to its integrated interaction
management applications (Enterprise Routing, Network Routing, Workforce
Management, Outbound Contact and Internet Contact) with streamlined
installation, management and reporting designed to help businesses bring
new contact center and customer relationship management functionality
quickly to market. G6 Installation Wizards, provided in CD format, enable
a step-by-step, intuitive configuration process and one-button deployment
when the solution is ready for start-up. G6 introduces suite-wide
management capabilities that deliver a single point of control for all
Genesys contact center solutions. Solution-specific reporting and analysis
capabilities are now bundled with each Genesys offering, and reporting can
be integrated across all Genesys solutions and touch points to measure
overall effectiveness. G6 also ensures high availability of its solutions
with new fault detection and resolution capabilities. The suite features a
centralized management layer for managing and controlling contact center
performance, including real-time monitoring, control of solution
availability and centralized logging.
Phonetic Systems Shifts Its Voice Search Engine To High
Gear
Phonetic Systems, Inc.
recently unveiled its Voice Search Engine (VSE). Based on its patented
technology, the VSE utilizes standards-based APIs that allow application
developers to command large depositories of information through simple
voice input. Similar to Internet search engine products, the VSE
interoperates with applications such as voice portals, directory
assistance and the mobile Internet. Phonetic Systems' technology can scale
to millions of records since, according to the company, it is not limited
by vocabulary size and does not require static databases. The VSE is built
as an IP-enabled platform, transferring the "Internet paradigm"
to the wireless environment, with the engine itself designed for the
back-end server. This server interacts with standard front-end interfaces
like voice browsers for natural language applications or intelligent
conversation managers that dynamically steer the conversation flow to
maximize accuracy and minimize the length of each call. Phonetic Systems'
approach separates the speech recognition and database search processes.
The database can grow or constantly change without the need to rebuild the
speech recognition database. The company is working with several carriers,
portal companies and content aggregators to offer this technology as an
integral component within their speech-enabled solutions.
Do Not Call Solution For Teleservices Providers
Gryphon Networks Corp. and Intermedia
Communications announced a solution developed to address Do Not Call
regulations being enacted into law at federal and state levels. Their
offering is a network-based, enhanced service that allows companies to
immediately prevent any of its telemarketing agents from calling a
consumer who has asked not to be solicited. By punching two keys on their
touch-tone telephone, any employee of a telemarketing firm using Gryphon's
patented service and Intermedia's network can block future calls to a
consumer who has requested to be added to a company Do Not Call list.
Currently, 15 states and the federal government have Do Not Call laws in
place and are levying fines up to $25,000 per infraction. The Gryphon
service's interactive process blocks calls to those consumers who have
been placed on state, federal and corporate Do Not Call lists.
Additionally, any teleservices agent can automatically block, companywide,
a newly requested Do Not Call number while still on the phone with the
requesting party. The service is customizable, scaleable and able to block
calls within a fraction of a second to all remote locations within a
company via the network. This proactive solution is unique and proprietary
to each of Gryphon's and Intermedia's clients. Gryphon also gives its
clients, via secure Web access, the ability to conduct comprehensive
database management functions and create extensive agent productivity
reports.
The Doctor Is In: No Cost Internet Self-Analysis
Application service provider 4CallCenters.com
introduced an online workforce management service geared toward the call
center industry: Call Center WebProfiler. The service, provided at no cost
to users, offers a variety of performance profiling and staffing
optimization tools for inbound call centers of all sizes. Call Center
WebProfiler is comprised of the Performance Profiler and Staffing Profiler
tools. Performance Profiler allows you to determine and optimize the
performance level of your call center; you can test the impact of call
volume "peaks and valleys," agent absence and various design
configurations. With Staffing Profiler you can determine the number of
agents required to meet your call center's performance goal. Both tools
provide a detailed report of the expected performance with a variety of
performance indicators. Internet access and a standard Web browser are the
only requirements for using this service.
NICE Introduces Integrated Customer Management
Applications
NICE Systems released a new suite of
applications and contact center management tools meant to enable contact
centers to capture, evaluate, analyze and improve their multimedia
customer interactions to build lasting customer loyalty. The suite
includes Customer Contact Analyzer, a Web-based data mining application
integrated with a recording platform; CustomerSat Web Survey, a survey
tool (also Web-based) designed for quality evaluation of customers'
multimedia interactions; Unicenter TNG for mission-critical monitoring;
and digital extension loggers designed to provide a direct digital
recording interface with leading PBX/ACDs.
BRE 9.0 From FirePond Bows
FirePond has released version 9.0 of
FirePond Business Rule Engine (BRE). This version is designed to establish
the company's Web-based sales "configurator" (configuration
tool) as an independent application that can be rapidly deployed with
out-of-the-box product, pricing and needs analysis functionality and
easily maintained by line business managers. FirePond BRE also drives the
FirePond Application Suite for the interactive selling of complex products
across multiple sales channels. With the addition of a new Enterprise Java
Bean API (application program interface), core sales configuration
functions and data can be deployed in any Java 2 Enterprise Edition
(J2EE)-compliant application server environment (such as IBM WebSphere,
FirePond and other third-party applications). Highlights of the
enhancements include an option for stand-alone configuration;
out-of-the-box, industry-specific data models for rapid deployment; the
ability for users to create configuration rules using a simple natural
language interface; enhanced role-based editing views that are tailored to
specific job functions reducing complexity for users populating and
updating the rules engine database; the addition of a new tool for
visually identifying, mapping and importing data from external systems; a
standard browser-based test application; extensive rules search
functionality and an intuitive tools navigation interface.
AVT Introduces WebLinq 3.0, Transitions To Web-Based
Services
AVT MediaLinq Services, a division
of AVT Corporation, announced WebLinq 3.0, completing the company's
conversion of its core services to the Web. WebLinq 3.0 is designed to
give users full Web-based functionality for targeting and personalizing
e-document delivery broadcasts and enables end-to-end account management
capability across an enterprise, allowing customers to optimize use of
online e-mail and fax delivery on a mass scale. Personalization for both
e-mail messages and fax deliveries is accomplished by accessing
DocumentMerge from the Web. Key features include integrated e-mail and fax
delivery; easy merge template creation using MS Word's Mail Merge Helper;
and support for a variety of document formats. Web-based account
management capabilities include the ability to add, delete and modify
users and user information, and tracking usage and billing back to
individuals or departments in their organization without using special
billing codes. With WebLinq 3.0, customers can upload a single
distribution list with both e-mail and fax recipients and a single
document for broadcast to both types of addresses. Users may send
broadcasts to e-mail or fax only, or both simultaneously, eliminating the
need to manage separate distribution lists and documents. In addition,
WebLinq automatically delivers the document in the appropriate e-mail and
fax formats.
MessageMedia's UnityMail 4.0 For Volume E-Mail
Marketing
MessageMedia, Inc. released
version 4.0 of its UnityMail e-marketing software, database-enabled
software designed to provide a complete solution for targeted,
personalized and accountable e-mail list management and Internet
permission marketing. According to the company, the key benefit of
UnityMail 4.0 is its ability to distribute the crucial and intensive
e-mail delivery and response-handling tasks to dedicated machines.
UnityMail 4.0 uses a load balancing system to process bounce management,
outbound delivery and response handling for any size mailing. With the
ability to handle all tasks across multiple servers and multiple
processors, UnityMail 4.0 software is meant to substantially enhance the
delivery and processing performance of large scale e-mail marketing
campaigns. UnityMail also includes capabilities such as traceable URLs,
dynamic content management, personalization, reporting, campaign
management, event-based scheduling and automatic sensing HTML technology,
and integrates a relational database into an advanced e-mail list server.
GN Netcom Will Merge With Hello Direct
GN Netcom announced it entered into a definitive merger agreement
to acquire Hello Direct, Inc., a developer and business-to-business direct
marketer of desktop telephony and equipment interface products. GN Netcom
is a wholly owned subsidiary of GN Great Nordic Ltd. The acquisition is
expected to facilitate the merged companies to more aggressively pursue
their growth initiatives: accelerating e-commerce development,
intensifying technology and product development, and accelerating
international expansion.
FrontRange Acquires Maestro
FrontRange Solutions Inc. acquired Maestro Commerce, Inc., a Chicago-based
application service provider (ASP) and developer of a modular suite of
e-business products. The acquisition is expected to enable FrontRange to
expand its product offering for small to medium-sized organizations and
complements the company's initiative to roll out a full range of Web-based
applications intended to help companies manage all aspects of a customer
experience.
Gemplus Inks SLP InfoWare Deal
Gemplus announced the acquisition of SLP InfoWare, Inc. The buyout
of SLP InfoWare provides Gemplus with software expertise in CRM and data
mining to complement the company's smart card offering and security and
wireless applications. SLP InfoWare, based in Paris, France, is a provider
of predictive relationship management software solutions for
telecommunications and mobile e-commerce.
Talkback To Support.com
Support.com, Inc. recently acquired ePeople, Inc.'s Talkback
source code and intellectual property rights. It bought the technology to
extend its e-support infrastructure offering in its current markets and to
accelerate entry into new markets. Prior to the purchase, ePeople had
granted Support.com an exclusive license to market and resell this
technology, with an option to purchase.
Delano Seals Digital Archaeology Deal
Delano Technology Corp. announced it acquired Digital Archaeology
Corp., a provider of advanced analytics for e-business. The acquisition
enables Delano to bring to market a single solution that tightly
integrates Digital Archaeology's analytical products with Delano's
e-business platform and electronic customer relationship management (eCRM)
applications. A fully integrated solution will be released in multiple
phases. The first stage, the integration of both technology platforms, was
completed in December 2000.
Lightbridge And Corsair Announce Merger Plans
Lightbridge, Inc. and Corsair Communications have signed a definitive
merger agreement. The new company will operate under the Lightbridge name.
Pamela D. A. Reeve, president and CEO of Lightbridge, indicated that the
merger with Corsair, a provider of real-time prepaid billing systems for
the wireless industry, is expected to create an end-to-end customer
management solution in combination with Lightbridge's portfolio of
customer acquisition and retention products.
Coleman Consulting Acquired By Blue Pumpkin
Blue Pumpkin Software, a player in workforce management solutions for
customer interaction centers, has acquired Coleman Consulting Group. The
privately held Greenbrae, California firm is a services and solutions
provider for capital and human resources optimization. The acquisition and
integration of Coleman's methodologies is expected to complement Blue
Pumpkin's PrimeTime family of products and help provide a more robust set
of solutions and services, and deliver efficiencies and cost savings
opportunities to a broader range of contact center clients. Coleman
Consulting Group will operate as a wholly owned subsidiary of Blue
Pumpkin.
ASD Announces Name Change
ASD Systems changed its name to Ascendant Solutions, Inc. David E. Bowe,
president and CEO of Ascendant Solutions, indicated the new name reflects
their commitment to providing a higher level of service to their clients
and customer care to their customers. Ascendant Solutions offers
comprehensive system solutions for online and traditional merchants,
including retailers, catalogers and manufacturers.
Kowal Announces CCAudit Program
CRM consulting firm Kowal Associates announced CCAudit, its new call
center auditing program, intended to help companies determine if they are
receiving optimized return from their outsourced teleservices programs.
Designed to assess the operations of both the service providers and the
companies that hire them, the CCAudit process examines the data, staff and
technology being used by call centers. Using CCAudit, Kowal Associates'
consultants can identify a company's goals and ensure that those goals are
being shared by their call center. CCAudit uses a comprehensive set of
assessment questions. After the audit has been completed, Kowal can
provide feedback to both the company and its service provider. By the end
of the process, both the business and the outsourced call center have a
better understanding about each other and the teleservices program, how
they work together, what works successfully and what needs improvement.
Kowal Associates also encourages follow-up audits that are done between
three months and a year after the initial audit.
eConvergent Offers eCRM Blueprint Consulting Service
eConvergent announced the introduction of eCRM Blueprint, its new
consulting service for companies looking to solve the complex issues of
incorporating a successful customer relationship management initiative.
The eCRM Blueprint service provides the necessary information to assess an
organization's readiness and requirements for a fully integrated eCRM
solution and provides a phased approach to implementation according to
business goals. Available from internal eConvergent consulting experts or
through channel partners, this offering is meant as a fast and simple way
for companies to obtain immediate results from eCRM and break through the
complex barriers of managing the human experience in e-business. eCRM
Blueprint can allow companies to invest minimal time and money to evaluate
the business needs for an eCRM initiative. eCRM Blueprint provides the
information necessary for a company to determine its eCRM requirements and
how this initiative fits into overall business goals and objectives. Each
typical company receives a two-week independent analysis to determine
overall requirements. Very large or complex organizations may require a
longer analysis period. A success framework document is then compiled
outlining a detailed strategy roadmap to implement an integrated eCRM
solution. Lastly, a tailored solution model and implementation plan is
presented, discussing how a specific company can reach its ultimate eCRM
goals.
Cintech Name Revision
Cintech Tele-Management Systems, Inc. announced that it has
changed its name to Cintech Solutions, Inc. Cintech's president and CEO
Diane Kamionka said the name is more descriptive of the company's focus
and direction: offering the small to mid-size market comprehensive
solutions, including support and expertise, and partners with hardware,
distribution and services.
Comverse Lengthens Asia-Pacific Reach
Comverse Infosys, Inc., a subsidiary of Comverse Technology, Inc. and a
provider of multimedia recording and monitoring systems, opened a new
office in Sydney, Australia. The office will provide sales and project
management services for Comverse Infosys' offerings of recording, quality
monitoring and customer contact management solutions for contact centers
in Australia and New Zealand. Its South East Asia Professional Services
group, based in Singapore, will support the Australian and New Zealand
operations. The Sydney facility joins its existing Asia Pacific operations
in Singapore, Hong Kong and Japan.
Sento Establishes eCustomer Center In Green River
Sento Corp. announced that construction has begun on its newest
eCustomer Contact Center, to be located in Green River, Wyoming. The new
center will incorporate the latest in CTI technology and CRM capability.
The Green River location is on schedule to be operational by April 2001
and will house 200 plus support agents. The company said the establishment
of the Green River site continues its predicted growth of new centers, and
it expects to announce additional expansions in the coming months.
IEX Announces Dutch Expansion
IEX Corporation, a subsidiary of Tekelec, Inc., announced the expansion of
its European operations with the opening of a new office in Amsterdam, The
Netherlands. In addition to providing distributor support for the
company's TotalView Workforce Management and TotalNet Call Routing
solutions, the new office is staffed to pursue direct sales opportunities
in Europe, Africa and the Middle East.
Two New Sites On Stream
Stream International announced the opening of two new customer interaction
centers that expand its eCRM outsource solutions services for
Spanish-speaking markets in North America and Europe. The facilities are
located in Silver City, New Mexico and La Coruna, Spain. The La Coruna
site will also provide services in Portuguese.
FutureCall Hastens To Hastings
FutureCall, Inc. selected Hastings, Nebraska, as the site for its fourth
national call center. The Hastings facility will initially provide the
company with an additional 84 workstations, with plans for immediate
growth to 146 stations. Consistent with FutureCall's operations, the
Hastings call center will conduct a variety of direct sales and customer
care campaigns for industries marketing to both businesses and consumers.
Bob Matthies, a veteran call center manager and Hastings resident will
manage the facility.
Mexican Call Center Launched
In response to the growing Hispanic market, Hispanic Teleservices
Corporation, headquartered in Houston, Texas, launched a state-of-the-art
customer service center in Monterrey, Mexico. The company expects to offer
corporations the means to capitalize on the purchasing power of the U.S.
Hispanic market, the nation's fastest-growing demographic group and,
according to research sources, its $350 billion buying potential. Further
driving the company's business model are reports predicting Latin American
Internet users will increase to nearly 40 million by 2003, making the
Latin American e-commerce market the fastest growing in the world outside
the U.S.
TeleTech Spawns Subsidiary
TeleTech Holdings, Inc. announced the launch of enhansiv inc., a
subsidiary focusing on the development, deployment and management of
remote-hosted eCRM technology solutions. enhansiv's multichannel customer
relationship management solutions are delivered across a virtual,
centralized infrastructure, including the Internet and PSTN (public
switched telephone network). enhansiv rolled out its first product
offering, enhansiv 1.0, last October (2000). enhansiv 1.0 is intended as a
scalable, Web-centric eCRM technology that incorporates a contact
management component with all customer contact channels, and is designed
to be open and interface with today's market-leading technologies.
Unica Continues Expansion, Opens Two Offices
Unica Corporation announced the opening of new offices in Denver, Colorado
and San Francisco, California, areas that it views as fast growing centers
for CRM operations. The offices will offer marketing, sales, consulting
services and support to clients and partners in these regions. The
openings are part of Unica's plans to increase opportunities for its
analytical CRM and marketing automation solutions, both in the U.S. and
international marketplaces.
Binghamton Hosts Latest Synergy Site
Synergy Solutions, Inc. opened a state-of-the-art customer contact center
in the Binghamton, New York area. The new center specializes in outbound
teleservices and customer acquisition programs, and the company plans to
include Web-based customer contact and support from the facility, which
will employ about 175 agents by year's end.
RMH Plans Two New Facilities
RMH Teleservices, Inc. announced the planned opening of new
customer interaction centers in Thunder Bay, Ontario, Canada, and
Harlingen, Texas. The two facilities will add 750 workstations to the
company's capacity. CEO John Fellows said that RMH is continuing its
strategy to grow its financial services, telecommunications and technology
segments.
Siemens And Quintus Ally For Joint eCRM Product
Development
Siemens AG's Information and Communication Networks group and Quintus
Corporation announced a strategic partnership between Quintus and Siemens
Enterprise Networks LLC, a subsidiary of Siemens. Under the terms of the
agreement Siemens and Quintus will develop eCRM solutions to address all
market segments, including small to mid-sized contact centers; larger,
more advanced contact centers in need of more customized solutions; and
networked offerings for applications requiring advanced multisite
capabilities. The jointly developed solutions will support both Siemens
and non-Siemens platforms. Siemens will offer Quintus' eContact Suite
through its sales channels and will become a preferred professional
services partner of Quintus. Quintus will sell the jointly developed
packaged contact center solutions both for the Siemens' HiPath 5000 IP
communications platform and as an open solution across platforms. Siemens
has agreed to invest US$72 million in Quintus and, in return, obtain
approximately 19.9 percent of the outstanding stock in the company,
subject to the approval of the antitrust authorities. With the investment,
Siemens will obtain a seat on Quintus' board of directors.
Hello Direct Interfaces With Dialogic
Hello Direct, Inc. announced it has signed a licensing agreement with
Intel Corporation's Dialogic subsidiary intended to accelerate the
development of new telecommunications interface equipment. The agreement
is designed to help Hello Direct expand its efforts in addressing the
growing challenge of analog-to-digital equipment compatibility, and help
enable it to develop several variations of a next-generation PBX interface
solution. Under terms of the agreement, Dialogic Corporation will provide
the necessary PBX/key system protocols that Hello Direct will incorporate
into a proprietary, patents-pending "universal and adaptive"
analog-to-digital interface architecture.
KPMG And Youcentric Ally, Introduce RxWeb
KPMG Consulting, LLC and YOUcentric, Inc. announced a strategic alliance
to market relationship management software. Under the agreement, the
companies will leverage the strengths of their sales organizations and
participate in joint selling opportunities. YOUcentric will train KPMG
Consulting professionals for technical projects, and the two firms will
team on marketing activities for industry events. YOUcentric and KPMG
Consulting also have collaborated to develop RxWeb for the pharmaceutical
industry. This e-business relationship management application is expected
to offer several advantages, including an open architecture that can
provide the pharmaceutical industry with flexible solutions designed to
meet its rapidly changing needs. RxWeb can help optimize the value of
marketing dollars spent on new drug and other marketing campaigns and is
designed to help professionals maximize sales to institutions and
individuals.
TriVium Integrates Solutions With Envision And Artisoft
Envision Telephony and TriVium Systems, Inc. announced a partnership aimed
at helping organizations maximize the value of their CRM and contact
center technology. Envision's Click2Coach solution provides a
comprehensive coaching approach and integrates it with quality monitoring
technology. TriVium's SimpleRM delivers easy-to-use, electronic customer
relationship management (eCRM) solutions for mid-sized companies. By
integrating both products in their CRM/contact center environments,
organizations are expected to realize an increased long-term value and
profitability through managing the total customer experience across
multiple departments and customer touch points. Customer information can
be seamlessly integrated among many functions (for example, a potential
lead can be passed from either marketing or support to sales) and across
multiple channels (e-mail, telephone, PDA and Web chat). TriVium also
announced it has formed a marketing partnership with Artisoft, Inc. for
delivering multichannel communication and business solutions for small to
mid-sized contact centers. The companies will combine/co-market TriVium's
SimpleRM and CallAnalyst (call accounting) solutions with Artisoft's
TeleVantage software-based phone system.
e-talk And Knowlagent Enter Integration Accord
Knowlagent and e-talk Corp. recently entered into a partnership
agreement through which Knowlagent will leverage e-talk's customer base to
make its KnowDev 5.0 technology suite available to a wider audience of
customers. The two companies intend to strengthen their core competencies
and provide opportunities for businesses to deliver quality customer
service, lower agent turnover rates and reduce costs. The agreement will
enable e-talk to offer KnowDev 5.0 as a complementary tool to the e-talk
Performance System. Knowlagent's e-Learning software will be integrated
within Advisor, an element of e-talk's product suite. Collectively, these
technologies aim at enabling companies to monitor the skill efficiencies
of individual contact center agents through e-talk's Skill Mining module
and deliver appropriate training courses via Knowlagent's KnowDev 5.0.
e-talk's customers also are expected to benefit from KnowDev 5.0's Reports
module, an objective measurement tool designed to identify and track
agents' knowledge gaps. With this added capability, e-talk can retrain its
agents based upon individual needs and learning retention levels.
Motive For Siebel Alliance
Motive Communications, Inc. announced that it has joined Siebel
Systems' Alliance Program as a software partner. The software alliance
will cover joint marketing and sales efforts, and product integration and
validation. Companies will be able to use Siebel eBusiness applications
and the Motive online customer care solution to optimize the process of
answering users' questions, resolving their problems and tracking
operational customer data. Motive's software will help these companies
leverage real-time and historical data from Siebel's applications to
connect customers more quickly and efficiently to in-context answers and
distributed human experts. Motive's e-service solution aims at combining
with Siebel eBusiness applications to improve customer care efficiency and
effectiveness compared to traditional telephone-based methods.
Teltrust Taps CTI For eCRM Partnership
Teltrust, Inc. and Custom TeleConnect, Inc. announced a strategic alliance
to create a fully integrated multimedia and multichannel customer
interaction specialist and contact center. The partnership aims at
becoming a premier supplier of outsourced services in the eCRM space,
delivering customer contact in almost every language and dialect through a
growing variety of channels including live voice, VoIP, Internet chat,
automated operator, e-mail and fax. The partnership will combine
Teltrust's 1,400 multilingual and multimedia agents and array of products
and services with CTI's communications network, technology and
infrastructure, including its IVR solution.
RMH Closes Service Deal With MSN
RMH Teleservices, Inc. announced that it has entered into a multi-year
agreement with Microsoft Corporation to provide inbound customer
relationship management services for MSN Internet Access. Utilizing
Web-enabled workstations, RMH is providing support, retention and account
creation services for MSN subscribers.
Philips Strikes Gold For Alliance
Gold Systems, Inc., a provider of voice and wireless Web
solutions, and Philips Speech Processing, a developer of speech
recognition technology and a business unit of Royal Philips Electronics,
announced an international strategic alliance to deliver advanced speech
recognition solutions. The companies plan to jointly market and develop
customer projects on a global basis, initially targeting the banking,
finance, insurance, retail e-commerce, healthcare, government, utilities,
travel and transportation and customer care industries.
Iwatsu And MCK Alliance Targets Remote Voice Market
Iwatsu America, Inc. and MCK Communications, Inc. announced the formation
of a strategic alliance to jointly develop remote voice product solutions
for business customers in the United States. Under the terms of this
agreement, MCK will engineer its remote voice technology to operate over
Iwatsu's ADIX APS platform. Iwatsu will have exclusive access to the MCK
product using the Iwatsu protocol, and will distribute this remote voice
solution throughout North America. The combined solution expects to offer
branch offices, remote workers and call center agents new levels of
performance, providing full PBX functionality and high-speed data
transmission.
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