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August 2001
Sinergy UPS Line From ONEAC
ONEAC Corporation unveiled its Sinergy Series line of
uninterruptible power supplies (UPS). The new line is
designed to support mission-critical applications,
from micro-cell towers and data centers to PLCs,
control enclosures and retail systems with quality
conditioned power and reliable battery back-up. The
Sinergy Series UPS features a true online double
conversion technology and is available in a wide range
of models, from 700 VA to 10 kVA. All models (except
the 700 VA) are capable of extended runtime with the
addition of matching external battery cabinets.
Additional features include frequency and voltage
regulation, frequency auto-detection, broad input
voltage tolerance, cascading circuit protection and
extended load and overload tolerance capabilities. www.oneac.com
/ Ph: 847-816-6000
Point Tailors CRM For Banks
Point Information Systems, Inc. unveiled e-point
Financial Services, a customer relationship management
solution designed specifically for banks. Designed, in
part, to help banks identify sales opportunities
through built-in cross-selling and upselling
capabilities, the solution also can help limit
customer attrition by forecasting possible defections.
The solution is structured to enable banks to
integrate back-office systems and data resources into
a "single view" of customer interactions with the
organization. The product integrates applied CRM
processes to support common banking activities (e.g.,
bill payments, transfers, balance inquiries and
statement requests) and supports banking
industry-standard OFX message codes. Security
procedures and policies are maintained by links to
security infrastructures, such as PIN and encryption
schemes, and it also supports x.509 digital
certificates. Service agents and customers getting
information over the Internet have seamless access to
all relevant account information and a unified,
historic view of each individual's interactions.
Customers can interact with banks using phone, fax,
the Web, personal digital assistants or WAP phones. www.pointinfo.com
/Ph: 781-416-7931
Someone To Watch Over
You: Online Characters For Customer Service
Talkie, Inc., an artificial intelligence software
technology provider of conversational natural language
solutions, released two standardized Talkie character
products designed to enable better communication and
customer service. Talkies are animated characters that
verbally respond with human or synthetic voices to
users' text input on the Web with lip-synch,
appropriate facial expressions and gestures. Using
proprietary natural language and behavioral animation
technology, Talkie characters are available to the
majority of Internet browsers without a separate
download and operate effortlessly over dial-up
connections. Companies looking to drive traffic to
their Web sites and reduce call center costs can have
Talkie customize these products to suit their
knowledge base needs and take advantage of the
branding opportunity of a fully articulated,
human-like virtual representative. Talkie Guide
creates conversational characters to deliver instant
answers to a customer's questions and help solve
common customer issues. Talkie Expert creates virtual
advocates that can demonstrate products and integrate
with interactive multimedia presentations.
www.talkie.com /
Ph: 310-664-9600
James Tower Intros DataArc
James Tower's Manufacturing e-Solutions division has
unveiled DataArc, a customer service engine geared for
equipment manufacturers and their distributors and
dealers. DataArc is designed to provide an effective
and cost-efficient approach for manufacturers to
manage all information associated with the equipment
they manufacture. DataArc was developed to meet the
inquiries and suggestions provided by a number of
manufacturers who wanted more control over their
information management. In response, the company has
also made its Equipment and Parts Management System
more convenient by taking the existing Windows version
to the Internet. DataArc's features include online
processing of equipment and parts orders, graphical
displays of equipment and component parts, the ability
to track substitution parts and transaction chains,
archival access and retrieval of information and
real-time product data change capability. www.jamestower.com
/ Ph: 866-219-0263
Oasis Helps Dunk Slamming
Oasis Technology, Inc. announced SlamTrack, a secure,
Web-enabled and browser-based customer-care system
designed to assist large telecommunications carriers
with the complex task of managing telephone "slamming"
complaints by their customers. Slamming is the illegal
practice of changing a subscriber's long distance
telephone service without permission. SlamTrack
enables carriers to maintain closer control over the
complaint-resolution process, tracking and managing
all documentation including voice WAV files, bills,
faxes, e-mail, and hand-written letters. Oasis
provides its customers with access to the SlamTrack
source code, giving IS departments greater flexibility
and control, and easing integration with existing
systems, software and databases. Also, Oasis engineers
can customize the software for integration with legacy
systems. The system features real-time
transaction-based processing and protection against "partial
updates," employs a multi-threaded, multi-user design
and is compatible with all standard SQL
databases.
www.oasistechnology.com
/Ph: 805-445-4833
Netonomy Makes U.S. Market
Debut, Releases Enhanced Self-Service Solution
Marking its launch in the U.S., Netonomy, Inc.
released version 2.5 of its MyNetonomy self-service
solution. MyNetonomy is an Internet-based, "customer-managed
relationship" application built specifically for the
communications industry. The solution is designed to
enable wireless subscribers to manage their own
accounts online using virtually any commercially
available communications device, including PCs, PDAs,
mobile phones (WAP, SMS or iMode) and any telephone
through an interactive voice response system. Enhanced
features include: Channel Activator, an assisted
self-service offering for use in point-of-sale
locations for more rapid subscriber acquisition and
activation; the NetService Center module, comprising
all the e-care and e-commerce functionality that can
be self-managed by the subscriber; out-of-the-box,
wireless-specific functionality; and a portal design
tool providers can use to create their own version of
MyNetonomy using their corporate branding and business
rules.
www.netonomy.com
/ Ph: 617 292 9510
MUSIC Tap Card For Small Centers
MUSIC Telecom, Inc. reported the availability of its
PBXmedia 8 card, designed for small call centers that
may require up to 8 channels of digital station
passive tap integration. The PBXmedia 8 offers up to
22 digital PBX integrations and over 40 digital
telephone sets, and supports up to 8 ports of digital
station passive tap integration, which provides VOX-level
decoding of voice packets from proprietary PBX
systems. The card translates the voice packets and
transmits them over an MVIP bus to a voice recording
resource card. The PBXmedia 8 card supports many of
the most popular call center systems. www.musictelecom.com
/ Ph: 732-469-0880
Peoplestreet Propels Its
Personalized Relationship Marketing Services
Peoplestreet, Inc. announced new Web services intended
to help enterprises build stronger relationships with
their customers, prospects and employees. The services
offer businesses the ability to both publish
personalized dynamic content and receive updated
personal contact information when changes occur.
Customer Connection Service, designed to increase
retention and loyalty, creates a dynamic personalized
communication channel between the business and the
customer. Using an electronic business card technology
called LiveCards, the service enables the exchange of
self-updating contact information through standard
e-mail and the subsequent publishing of personalized
dynamic content within a user's address book.
Corporate Directory Service simplifies the creation
and maintenance of internal employee contact
directories. Businesses can improve communication
between employees and departments, making it easier to
find the correct person within an organization and
saving the time associated with keeping traditional
corporate directories up-to-date.
www.peoplestreet.com
/ Ph: 617-475-1800
Enhanced Desktop Integration
Platform From Cicero
Cicero Technologies, Inc., a wholly owned subsidiary
of Level 8 Systems, Inc., announced limited
availability of Cicero, a customizable visual desktop
integration platform for the retail financial services
community. Cicero is designed to improve effectiveness
and increase agent efficiency by creating a common
desktop environment that provides a task-centric user
interface that seamlessly integrates all of a user's
applications. Cicero is intended to increase user
productivity and reduce errors by sharing data across
applications, including Windows-, Web- and
mainframe-based applications.
www.level8.com/cicero
/ Ph: 800-499-7337
Logical Solution For Legacy
Integrations
Logical Software Corporation has released
logicalCTISuite for call centers. logicalCTISuite is
designed to make it easier and faster for call centers
to integrate legacy and CRM systems with the agent
desktop, create multisite call routing capabilities
and build multimedia call centers. The new product
suite features computer-telephony integration (CTI)
development tools, CTI server applications, and call
center desktop software. logicalAgent, a suite
component, is a Windows-based, CTI-enabled agent
desktop softphone and screen pop. It enables call
center personnel to provide effective responses to
customer sales and service inquiries. logicalAgent
features a configurable customer data display, full
softphone controls, call wrap-up, on-screen
readerboard and a database of call details.
logicalCTISuite operates on Windows 98, 2000 and NT
platforms and is compatible with Genesys and Nortel
Symposium TAPI CTI engines and industry-leading call
center applications.
www.logicalsoft.com
/ Ph: (604) 419-3939
Ericsson Features Integrated
Communications Platform For SMEs
Ericsson Enterprise Systems targeted the small
business and remote office market with the release of
MD110 Compact Enterprise, described as an "all-in-one"
solution designed for ease of administration and,
since it is an IP-based business communications
system, a lower total cost of ownership. It combines
an advanced PBX system with software solutions for
computer-telephony integration, unified messaging
services and a single IP network. Packaged with 25, 50
or 75 extensions, the system includes the MD110 ACM
PBX, a Windows 2000 server and server software,
Ericsson's D.N.A. applications software and MD110
Interra, an expandable NT-based voice mail and desktop
software suite for managing message traffic. The
Interra suite includes voice mail and unified
messaging, Interra Virtual Assistant, Silent Message
and Interra Mobility.
www.ericsson.com
/ Ph: 972-583-0000
FaceTime Offers Messaging
Make-Over For Enterprise Centers
FaceTime Communications has released the FaceTime
Instant Message Director, a solution intended to
address the challenge of call escalations and
resolution of customer issues within high-volume
telephony contact centers. The product is designed to
provide immediate access to the appropriate knowledge
experts for solving customer issues. The solution's
server provides access to all knowledge workers,
administration, management and gateway services (over
both enterprise and public instant messaging networks,
telephony systems, e-mail, etc.). Its Enterprise IM
Workstation provides an interface for managing
multiple interactions, agent detection, an integrated
Web browser, access to interaction histories,
three-way conferencing and supervisory capabilities,
such as real-time monitoring and load balancing. In
addition, the Enterprise IM Gateway enables presence
detection and access to distributed experts over IM
networks from within the IM Workstation
component.
www.facetime.com
/ Ph: 888-349-FACE
Telelogic Enhances Change
Management Solution
Telelogic AB launched version 6.1 of CM Synergy, its
automated lifecycle management solution to help
companies manage business change throughout the
product development lifecycle, accelerating the
application delivery process. New features include
capabilities designed to facilitate centralized and
distributed project teams to fully manage their
software changes and logical dependencies using an
automated workflow; enhanced process pattern support
for the collaborative process pattern and the
component-based development process pattern; a new,
easy-to-use interface based on Java technology for
developers; a flexible distributed repository; and a
team-oriented workflow approach to development teams
of all sizes.
www.telelogic.com
/ 480-699-9401
SER Solutions Announces Launch
Of Synergy 2000 Version 2.4
SER Solutions, Inc. announced the newest release of
its Integrated Document Management (IDM) system,
Synergy 2000 version 2.4. The latest version offers
new features designed to deliver "single-click" access
to complete information across an organization,
automating manual processes and removing barriers to
work collaboration. New and enhanced features include:
Document Set Audit, which allows for automatic
validation of loan files or account folders for
completeness; image cropping capabilities for
retrieval of parts of documents; expanded export and
distribution options; simplified administration and
upgrading; greater support for specialized check
formats; a self-contained Synergy viewer; CITRIX
environment support; and department- or
enterprise-level user group setup.
www.sersolutions.com
/ 800-274-5676
Purple Solutions Upgrades Its
CRM/Sales Force Automation Product
Purple Solutions, Inc. released PurpleCRM 1.7.1,
the latest version of its sales force automation
solution. PurpleCRM is designed to provide sales staff
and management teams with dynamic contact and
enterprise management tools, analytics, forecasting
capabilities and customizable reports to manage all
aspects of customer sales functions. Journal
management and functionality was enhanced, including
the ability to journalize incoming e-mail against
contacts and importing journal and task/activities
into PurpleCRM forms. New functionality to create and
record task information and integrate the information
into personal task lists or PurpleCRM group task lists
is available. Tasking activity is functional in all
journal entries. Composition of e-mail notes from
within the solution now allows users to gather
information from a wider variety of sources for
inclusion in messages. Actions within the product can
also be customized to include new user-specific
functionality. PurpleCRM runs on Microsoft Exchange
and SQL Server and features an interface layered into
Outlook.
www.purpleinc.com
/ Ph: 206-691-7775
CTL Upgrades VoiceSupport NT
CTL, Inc. recently launched VoiceSupport NT Version
2.03, its Windows NT integrated desktop messaging
product. VoiceSupport NT 2.03 includes support for
text-to-speech, Internet Web Browser and extended port
capacity. The product uses SpeechWorks International,
Inc.'s ETI-Eloquence text-to-speech engine, which
converts written text into high-quality, synthesized
speech with expressive intonation. ETI-Eloquence makes
content accessible from a telephone or any mobile
device. Internet Web Browser enables Microsoft Web
Server clients to play their voice messages over the
Internet. A user simply goes to the VoiceSupport NT
Web site and clicks on a voice message. The message
will be streamed down the Internet to a PC for
playback using Microsoft's Media Player. VoiceSupport
NT can now expand to 60 voice ports, making it capable
of handling thousands of users.
www.ctlinc.com /
Ph: 203-925-4266
WiredRed Goes e/pop!
WiredRed Software Corporation announced the
availability of e/pop 3.0, a suite of real-time
communications applications. The product includes
text-based chat conferencing, presence management,
application sharing, advanced encryption for security,
voice over IP conferencing, and Citrix and Terminal
Server support. In addition, e/pop's administration
capabilities, including remote control, enable system
administrators to control, configure and manage the
entire e/pop client infrastructure from any central
location. The e/pop 3.0 product line is offered in a
peer-to-peer edition for small businesses, standard
edition server for medium-sized businesses or
enterprise server edition for large businesses. e/pop
3.0 operates on all Windows 32-bit platforms,
including Windows 95, 98, ME, NT and 2000 Workstation
and Advanced Server.
www.wiredred.com
/ Ph: 858-715-0970
Vertical Alliance Unveils
Integrated Web App Development Platform
Vertical Alliance, Inc. introduced Vertical Tracker, a
Web application development platform designed for
rapid development and deployment of technologies to
integrate the management of content, customer
relationships and e-commerce across multiple Web
sites. The platform combines an easy-to-use
interactive content manager with customer relationship
management capabilities, online purchasing, ordering
and other e-commerce capabilities. It provides a
centralized database that furnishes the ability to
track the movement and buying capabilities of
customers across a spectrum of affiliated Web sites to
continually adapt marketing tactics to meet precise
consumer needs. For integrators and consultants,
Vertical Tracker includes customizable, pre-written
business rules designed to reduce deployment time by
providing tool sets that meet the exact practices and
protocols of specific industries, such as sports and
entertainment, financial services and healthcare.
Vertical Tracker works on Windows, Windows SQL Server
and Oracle-based systems.
www.verticalalliance.com
/ Ph: 610-642-8253
InfoCall 4.0 Debuts
The Info Group recently released InfoCall version 4.0,
its Web-enabled call accounting and telemanagement
solution. Version 4.0 is designed to provide expanded
voice project management capabilities and better
integration of voice help desk operations with telecom
and IT asset management. A new Service Order module
provides workflow-based work order and repair order
management tools. Services can now be effectively
tracked, controlled and measured at the task, order
and project level for more informed evaluation,
including using new graphical reports. Work order and
repair order requests are handled by a workflow-model
to improve ease of tracking and administration. The
solution's Web Call Inquiry feature provides
browser-based access to real-time call data.
Strengthened security features include 14
permission-based categories functioning across all
modules in the solution to ensure precise permission
assignment and overall information security.
www.infogrp.com /
Ph: 508-628-4500
LAN Telephony Recorder From Red
Box
Red Box Recorders, a unit of Origin Data Realisation
Ltd., announced the debut of what it reports is the
first LAN telephony recorder of its kind, the Red Box
2620. The recorder has been designed to support 3Com
products, such as the NBX 100 and 750, and development
is underway to support other manufacturers' IP
Solutions. The 2620 can record all incoming and
outgoing call traffic as well as internal extension to
extension calls. It offers the user a choice of replay
scenarios and archive options, such as DVD, DDS-4 or
VXA. The 2620 also has a proprietary security option
so that certain calls can be excluded from being
recorded. The company reports plans to provide add-on
modules offering screen and data capture.
www.redboxrecorders.com
/ Ph: +44-0-115-937-7100
iSeg Presents CRM Solution For
Wireless Carriers
iSeg Technologies, Inc. released iSeg Wireless, the
version of its software targeted to wireless network
operators and service providers. The software is
designed to allow wireless carriers to identify and
react to specific needs of individual customer
segments within a subscriber base. iSeg Wireless uses
proprietary algorithms to reconfigure existing
customer data to categorize a service provider's
customers in segments representative of similar
history and usage. The data are enhanced with updates
on individual customer preferences through a variety
of touchpoints; e.g., direct customer querying via the
Web, call centers, customer panels and focus groups.
When surveys are completed, the segmentation algorithm
is run again to create a needs-based segmentation of
the customer base. Carriers can target specific
segments with unique marketing messages, develop
product packages and features specific to the needs of
identified segments, and distribute the data to sales
channels to qualify prospects and present the most
appropriate offering or package.
www.iseg.com / Ph:
703-744-1143
WOW! (Windows Over Web): NDK
Info Management Apps Development Suite
Database Systems Corporation released its Network
Development Kit (NDK), a suite of software
productivity tools designed to address virtually all
areas of network application development. NDK
components include TRANSACT, a screen builder and
transaction processor; FASTPlus file system;
TRANSWRITER, a menu-driven report and display writing
system; TRANSVIEW, a data query and report system; and
an application library, ODBC interface,
fourth-generation language (4GL), a Web designer and a
thin client. All components are integrated to a common
dictionary to ensure consistency and standardization.
Equipped with its own high-level procedural language (EZTRAN),
NDK requires no other programming language, although
it can access and support most popular languages. NDK
server components all execute on the UNIX, LINUX and
Windows/NT operating systems, with the thin client
component available for most Windows operating
systems. www.databasesystemscorp.com
/ Ph: 602-265-6958
IEX Extends Lingual Reach
IEX Corporation, Inc., a Tekelec Company, announced
additional language support for the Agent WebStation
feature of its TotalView Workforce Management System.
TotalView version 3.0 supports Danish, Dutch, French,
German, Portuguese and Spanish; additional languages
will be made available in subsequent releases. The
solution provides tools designed for single and
multisite contact center managers to deliver
consistent service and improve employee morale.
Features include agent forecasting and scheduling,
skills scheduling, multimedia scheduling, real-time
and historical adherence, intraday management,
vacation and holiday planning, enterprise reporting
and Web-based delivery of schedules and
statistics.
www.iex.com / Ph:
800-433-7692
Integrated Contact Center
Testing, Monitoring And Reporting Solution
Empirix Inc. announced the introduction of Multimedia
Test Ensemble, a solution designed to enable
organizations to conduct integrated, end-to-end
testing of all customer-facing voice and Web
applications and infrastructure. Multimedia Test
Ensemble is based on the voice testing capabilities of
Empirix's Hammer IT and the Web testing technology of
its e-TEST suite. It includes the Multimedia
Synchronization Server, a newly developed component
that synchronizes the Hammer and e-TEST scripts to
permit fully integrated, end-to-end testing of all
customer interactions in a multichannel environment;
and the Multimedia Test Manager, which provides a
single-console user interface for all components of
the Multimedia Test Ensemble solution and allows users
to develop integrated Web and voice scenarios that
emulate actual conditions. Designed with an open
architecture, the Multimedia Test Ensemble also works
with third-party script-driven testing tools to allow
customers to leverage their existing test processes in
a multimedia environment.
www.empirix.com /Ph: 781-993-8500
Multimedia Recording Capability
From CosmoCom
CosmoCom, Inc. recently introduced CosmoCorder, a
full-featured, multimedia recording tool for contact
centers. By way of an all-IP infrastructure,
CosmoCorder is designed to record voice, chat and
e-mail sessions within the call center, regardless of
an agent's location. As recordings are generated,
CosmoCorder stores the information in a recording
database for easier search and retrieval. Logs made
for e-mail calls incorporate the complete e-mail
thread, including any response created by the agent
and forwarded mail. Through a browser-based interface,
reviewers can select recordings based on agent name,
call type or date range. The interface allows remote
users to view text-based interactions and review audio
that is streamed to the reviewer's workstation.
CosmoCorder is an optional extension of CosmoCall
Universe, CosmoCom's unified, all-IP call center
platform for service providers and large-scale
corporate users.
www.cosmocom.com
/ Ph: 631-940-4200
eSupportNow Rolls Out Customer
Analysis Platform
eSupportNow, Inc. has launched AnalytiCARE, its
customer analysis platform designed to provide clients
with an intelligent and actionable view into customer
care data. AnalytiCARE allows for the collection and
analysis of data from all contact channels,
applications and data sources, translates and analyzes
the data and delivers them to the people and
applications where they can be utilized to optimize
customer care and retention marketing initiatives. The
solution features real-time management of quantitative
and qualitative service objectives; proactive analyses
of behaviors, exceptions and alerts to resolve service
issues; the ability to establish customized alerts,
triggers and output format to match user needs;
benchmarking of customer care operations and metrics
against industry leaders/standards; and purchase
behavior analysis to support cross-selling and
upselling initiatives. XML adapters are provided to
allow its output to be used in reporting systems as
well as by campaign management, e-mail marketing and
personalization applications. Currently available to
eSupportNow clients, general release of AnalytiCARE
will occur in September.
www.esupportnow.com
/ Ph: 781-306-9797
You Can Take It With You:
GoToMyPC
Expertcity, Inc. reported the debut of GoToMyPC. The
Web-based service is designed to allow users to
securely view and control their computer desktops from
any Internet connection, anywhere. The service is
being marketed as a solution for individuals and
corporations whose employees need remote access
capabilities to their computers. Users have access to
all files, programs and network resources available on
the computer, including e-mail. The Web-based solution
is intended to be fast, easy to use and deploy;
Expertcity said the service can be installed
individually or enterprisewide in minutes. Essentially
no training or support is required, since users work
in the same manner they would at their desktops. User
authentication, nested passwords and encryption ensure
highly secure connections. GoToMyPC is a
subscription-based service. A free trial is available
online at www.gotomypc.com.
www.expertcity.com
/Ph: 805-964-0383
Netting Exactis.com, Experian
Enhances CRM Portfolio
Experian Information Solutions, Inc. agreed to acquire
Exactis from interactive marketing solutions provider
24/7 Media Inc. for approximately $13.5 million. The
acquisition provides Experian with an e-mail marketing
infrastructure to combine with its direct marketing
solutions. According to David J. Moore, CEO of 24/7
Media, the Exactis sale allows the company to refocus
on 24/7 Media's core competencies: network ad sales,
e-mail list management and brokerage, ad serving and
search engine optimization. Scot Thomas, Experian's
CEO, commented that "permission-based e-mail marketing
is a critical component of any well-tailored customer
relationship strategy," and the acquisition "reinforces
Experian's commitment to deliver turnkey marketing
solutions." The acquisition is expected to provide
Experian with the means to deliver high-volume e-mail
messages, including subscription management,
personalized content, click-through tracking,
Web-based reporting and verified opt-in addresses.
ThinkDirectMarketing Gains DMQ,
Wide Web Presence
ThinkDirectMarketing.com, Inc. (TDMI), a provider of
online direct marketing products and services,
announced the acquisition of Burbank, California-based
Direct Mail Quotes, LLC (DMQ) and its assets Mail
Mogul.com and DirectMailQuotes.com. Mail Mogul is an
online marketplace providing a lead generating system
for the more than 5,000 professional mailing services
in the United States, where users of direct mail can
receive competitive bids from local mail shops capable
of handling their diverse direct mail campaigns. Mail
Mogul is an online marketplace for sellers of direct
mail, providing leads, Web site applications, mailing
lists, mailing supplies and other products and
services designed specifically to help mail shops
compete. DMQ and Mail Mogul will operate as wholly
owned subsidiaries of ThinkDirectMarketing, Inc.
Elix Spins Off Excendia
Elix, a provider of interactive business solutions,
spun off its Office Telephony division into a new
company that will operate as Excendia Inc. Excendia
will focus on developing and marketing PC-based PBX
applications and development tools for small-and
medium-sized enterprises (SMEs) under the brand Office
Telephony. According to Elix CEO Fran'ois Rainville,
the spin-off provides more latitude in pursuing the
SME market space and focusing on the needs of the
emerging PCX industry. PCX is a new voice-switching
platform featuring an open system that runs on
industry-standard components. According to many
industry analysts, PCX is expected to revolutionize
the PBX industry as more vendors move toward open
platforms. Excendia's immediate plans will focus on
developing strategic OEM agreements with PCX
hardware/operating systems vendors, and implementing
its strategy for the recruitment and management of a
global network of VARs, system integrators and
interconnects already serving SMEs with other
complementary data or telephony products and services.
SUN, CSG, Genesys Enhance TWC
QoS
Sun Microsystems, Inc. reported that Time Warner Cable
(TWC), a division of AOL Time Warner Inc., has created
a state-of-the-art call center using its Sun Ray 150
appliances, Sun Enterprise 420 Servers and CSG
Systems, Inc.'s Advanced Customer Service
Representative (ACSR) software. The networked
computing solution was implemented by Sun Professional
Services and CSG during the first quarter of 2001 and
has improved customer service levels and increased
efficiencies for the 500-seat operation. The
cooperative approach created a networked computing
environment where Sun Ray appliances are integrated
with TWC's customer relationship management system and
CSG's ACSR, along with other desktop applications. The
Sun Ray appliances connect to CSG's system, which
delivers the customer support applications through the
dedicated, centrally managed networked computing
environment. In addition, TWC uses CTI software that
delivers outbound predictive dialing from Genesys
Communications. This has resulted in a more efficient
way to quickly process customer requests.
LIMRA Recruiting, Selection
Tools Online
LIMRA International, a worldwide association of
insurance and financial services companies, reported
that all of the recruiting and selection tools it
offers through the ExSel selection system are now
available online at www.exseltoolkit.com.
The package includes the latest version of CultureFit,
a selection test that matches candidates with
organizational culture. LIMRA's current test modules
also include: Achievement and Success Index that
evaluates the probability that a candidate will be a
top producing insurance or financial services sales
representative; Business Practices Index for assessing
each candidate's conscientiousness and business
integrity; Career Profile+, which predicts financial
services sales success potential; Comprehensive
Personality Profile (CPP) which measures
results-oriented drive and motivation; and Performance
Skills Index for assessing a candidate's ability to
pass insurance and NASD licensing exams. A completely
revamped Assessment Inventory for Management will be
available online later this year.
IEX Solutions Get Nortel Nod
IEX, a Tekelec Company and provider of contact center
solutions, announced the company's TotalView Workforce
Management and TotalNet Call Routing solutions have
completed verification testing through the Nortel
Networks Compatibility Testing program. Both IEX
solutions were successfully tested with Nortel's
Symposium Call Center Server Release 4.0 software. The
compatibility with the IEX TotalNet solution will
allow Nortel's customers to obtain pre-termination
call routing functionality for a virtual contact
center environment, to complement the post termination
call routing inherent in the Symposium Call Center
Server solution today. Successful testing of the
TotalView solution provides customers additional
opportunities to obtain operational improvements in
their agent forecasting and scheduling processes.
These virtual contact center solutions have been
enhanced by joint product development between the two
companies.
Mobius Joins Personalization
Consortium
Mobius Management Systems, Inc., a provider of CRM,
e-billing and e-business software, announced its
membership in the Personalization Consortium. Launched
in April 2000, the Massachusetts-based Personalization
Consortium is an international advocacy group formed
to promote the responsible and beneficial use of
technology for personalizing consumer and business
relationships. It will provide a forum for discussion
of personalization technology and privacy issues,
develop guidelines for personalized online marketing
practices, sponsor research, work with other industry
and consumer groups to shape public policy and educate
the marketplace about benefits of the enabling
technology. Information on the Personalization
Consortium is available at www.personalization.org,
by sending
e-mail to [email protected]
or by contacting consortium headquarters at 401
Edgewater Place, Suite 500, Wakefield, MA. 01880; Tel:
781-245-4280.
Salesnet Partners With
Salesreach
Salesnet, Inc., a provider of sales process management
and automation, has formed a partnership with
Salesreach, a sales and marketing consulting firm.
Through the agreement, Salesreach will offer Salesnet's
suite of products and services to global sales teams
in the service and manufacturing industries.
Mobius, Princeton eCom Offer
Combined eBilling Solution
Mobius Management Systems, Inc., a provider of
software for managing and presenting enterprise
content, and electronic billing and payment services
provider Princeton eCom Corporation have formed a
marketing alliance for delivering a comprehensive
electronic bill presentment and payment (EBPP)
solution to banks and billers. The agreement aims to
provide an end-to-end solution, from bill/statement
archiving and presentment to consolidation,
distribution, payment processing and lockbox services.
The alliance combines Mobius' ViewDirect content
server and Click-n-Done software distributed through
Princeton eCom's bill distribution network and its
payment services. The companies expect to provide a
customer service and self-service facility that
augments EBPP and improves a company's overall CRM
strategy.
Avolent And Databeacon Offer
Analytics With Bill Presentation Software
Avolent, Inc. has selected Databeacon, Inc.'s
analytics application for inclusion in Avolent's
business-to-business billing software, BizCast. The
addition of Databeacon's analysis and reporting tool
to BizCast will enable billers to provide
customizable, detailed analyses of invoices to their
customers. With the integration of advanced analytics
into BizCast, end users can prepare sophisticated,
personalized reports to better understand the key
factors that impact their bill. Both companies expect
the combined solution to serve as a robust
data-management and data access tool, helping to drive
increased customer adoption of e-billing solutions
among the telecommunications, financial and insurance
markets.
SPSS Expands Lucent Accord
Strengthening its existing partnership, SPSS Inc.'s
Enabling Technologies Division announced Lucent
Technologies, Inc. will have the rights to resell SPSS'
VentoMap for DCS, an advanced analytical solution
designed to work with data from Lucent's Data
Collection System (DCS). VentoMap for DCS was
developed by SPSS to offer Lucent DCS customers
insight into their enhanced services business. Under
the agreement, Lucent will directly market and sell
VentoMap for DCS, and SPSS will provide professional
services and maintenance for the solution. Also under
the agreement, the SPSS Enabling Technologies Division
earmarks resources to support Lucent's reselling
efforts, including sales personnel to support customer
visits and solution demonstrations, marketing
personnel to provide collateral material and
professional services personnel for implementing,
maintaining and enhancing VentoMap for DCS.
Chordiant Enters OEM Pact With
Hipbone
Chordiant Software, Inc. and Hipbone, Inc. entered
into an OEM relationship agreement under which
Chordiant will extend its Foundation Server to provide
customer service representatives with the ability to
dynamically share Web pages and collaboratively fill
out and complete forms with customers and prospects.
Hipbone's Java-based software will be embedded in
Chordiant's Collaborative Connect application so that
customer service representatives can assist online
customers in completing complex, high-value business
transactions, including online loan applications,
buying and selling securities online, completing
travel arrangements, and configuring and ordering
computers or enterprise software. Hipbone's technology
and Chordiant's Collaborative Connect application can
provide support of secure sessions and Web pages,
sharing of fully dynamic and personalized content, and
URL and file push functionality.
eFORCE, Sun Deliver eMarket
Solution
eFORCE, Inc. announced a relationship with Sun
Microsystems Inc. to deliver a comprehensive, private
marketplace solution (myPRIVATEmarketplace) to
manufacturers and life science companies that are
increasingly targeting electronic marketplaces as an
effective means to enhance collaboration with existing
trading partners across each company's trading value
chain. Under the agreement, eFORCE will combine its
system development and integration methodology (eBRIDGE)
and marketplace architecture with Sun's eBusiness
infrastructure offerings to address the emerging "collaborative
commerce" business model targeted by manufacturers in
such vertical markets as automotive, high-technology
and life sciences. Also, both firms will combine joint
marketing, sales, vertical industry expertise and
other organizational resources in a new strategic
approach to designing and building private
marketplaces presented in a bundled, repeatable
solution set.
Alcatel Taps ACS Dataline
Alcatel and ACS Dataline, LP, a provider of network
infrastructure solutions, announced that ACS Dataline
will sell and service the Alcatel OmniPCX 4400
IP-based PBX and Omni family of data products to
enterprise customers. ACS Dataline will also integrate
the Alcatel enterprise voice and data solutions for
customers within the education, healthcare, biotech,
financial and energy markets in the U.S. The alliance
is expected to benefit customers looking into
voice/data convergence.
CustomerLinx, Kelly Partner
Kelly Management Services, a business unit of
Kelly Services, announced it has formed a partnership
with CustomerLinx to offer customer relationship
management services, including Web-enabled
communications, to businesses that require call center
support. CustomerLinx specializes in customer
relationship management. Through this partnership,
CustomerLinx will provide Kelly's outsourcing staffing
business with enhanced responsive customer support,
integrated eCRM technology, analytics and an
integrated database. In addition, Kelly Management
Services will incorporate its call center staffing
solutions program, KellyConnect, into the alliance.
KellyConnect is designed to recruit, assess, train and
retain the most efficient call center personnel.
Call Technology Secures
Microsoft Distribution Deal
Call Technology Limited has launched and will
exclusively distribute Microsoft Corporation's
iCommunicate customer service technology, to be
branded IntelliComm in the U.K. IntelliComm is
designed to ensure organizations can deliver a
cost-effective Web-based customer service application,
enhancing electronic customer relationship management
by providing a direct communication channel between
customer and organization via real-time, personal
interaction.
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To The August 2001 Table Of Contents ]
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