Davox Corporation has announced its LYRICall™ application and scripting design software for call centers, the latest addition to the Unison� suite of call management solutions, which incorporates browser technology to deliver platformindependent applications. LYRICall is based on open, Internet standards, and is designed to give non-programmers the ability to build and deploy application/script pages. For more information, contact Jennifer Cyrs at 978-952-0882 or see www.davox.com

MODLOC™, a product designed to stop unauthorized removal of recording and/or monitoring modular connections from business telephones, has been introduced by DynaMetric, Inc. It also helps prevent theft of headset units or other telephone equipment. The latch on the modular plug is completely removed as the MODLOC contains the latch. It is then inserted with the cord into the jack of the recording device or headset unit. Only an authorized person with a small diagonal cutter may remove the unit. For more information, call 800-525-6925 or see www.dynametric.com

An external PC peripheral for capturing and editing full-motion video, CDquality audio and high-resolution photos and stills called Video Sphinx Pro is now available from FutureTel, Inc. It is an external plugin peripheral and integrated software suite that enables users to capture, edit and deploy MPEG-standard video and CDquality audio. For more information, contact Anastasia Yee at 408-522-1477 or see www.futuretel.com

AC&E, Ltd. is offering a new portfolio of user support services. Among the services offered are: User Training Programs, for the introduction and ongoing support of all types of videoconferencing applications; Administrative and Scheduling Support Services are available; Technical and Help Desk Support is offered as an alternative to building specialized, in-house expertise; and Project Management and Consulting Services enables a customer to take advantage of AC&E’s engineering resources. For more information, contact Ann LaRock at 703-968-5700 or e-mail at [email protected].

Three new custom additions to AMC Development, L.L.C.’s SAP™’s R/3™ business application solution have been announced. The new release offers IVR functionality, fax-on-demand capabilities and a Call Management module, which provides CTI screen pops, telephony support, dialog scripting and integration with sales and service management transactions. For more information, contact Joyce Whitman at 804-768-2279.

CoSession Remote 32 version 8, the latest version of Artisoft, Inc.’s CoSession Remote software that allows users to access and control remote PCs from any location, is now available. With the new version, a wide variety of remote users can transfer files, run applications, conduct keyboard or voice conversations or observe local operations. It includes support for Windows 95 and NT 4.0 and provides flexible communications options through drag-and-drop configuration and Quick Start Wizards. For more information, call 800-846-9726 or see www.artisoft.com

Comdial Corporation has announced Impact System Networking, the latest product enhancement to its family of business telephony switches. Impact provides: centralized voice mail, call forwarding, call transferring, automatic call routing and more. For more information, contact Dick Bucci at 804-978-2525 or via e-mail at [email protected].

GN Netcom/Unex has announced the two-ounce, low-profile Optima headset series. It is available in two models and features: DuraFlex™ cable and microphone booms, Self-Docking Inline Quick Release, Inline Momentary Mute and Ergodynamic Contouring™. The binaural Optima uses a single DuraFlex™ cable and boom and two Pure Sound™ speakers. For more information, call 800-826-4656 or see www.gnnetcom.com

Group 1 Software has released SmartMatch 1.0 and ListManager 1.0, the newest components to Group 1’s Smart Marketing Suite. SmartMatch is a 32bit merge/purge software system that uses a rule-based algorithm for detection of duplicates. With ListManager, users can extract data and manage customer, prospect and member information. For more information, contact Karen Dickerson-Deppe at 800368-5806, ext. 818 or see www.g1.com

Melita� International has begun shipping Year 2000 Compliant software release 3.0 upgrades for its PhoneFrame� CS series of products. The company is also offering a system migration and upgrade plan to its older PhoneFrame and PhoneFrame Command Center customers to enable them to take advantage of the same Year 2000 Compliant release. For more information, contact Maryjane Stout at 770-239-4402 or see www.melita.com

Mosaix, Inc. has enhanced its Mosaix Call Management System, which includes advanced call blending, new management features and Year 2000 compliance. Enhancements include: Intelligent Call Blending, Proactive Agent Blending, which uses a CTI link to react instantly to changes in ACD inbound wait queue level, and Predictive Agent Blending, which can capture real-time statistics from an ACD and predict inbound call volumes through a CTI link. For more information, contact John Tarabini at 510-337-2115 or see www.mosaix.com

NiceLog 7, a new version of NICE Systems’ digital voice logger has been released. It offers a compression algorithm that enhances storage and audio quality, allowing 21,000 hours of unattended archiving of audio and a remote archiving facility. For more information, contact Natalie Corren at 972/3-645-3779 or see www.nice.com

Systems Modeling Corporation has introduced Version 2.0 of its Call$im™. New features include: enhanced reporting of call-handling behavior based on call and skill type; Call Script Panel for flowcharting call-handling processes, outbound calling, call return and call blending; improved animation for modeling and tracking different types of calls and agents; additional functionality for statistical tracking of information specific to individual calls; added deci-sionmaking flexibility in call handling; and integration with Arena� for modeling backand front-office activities. For more information, contact Barbara Riehle at 412-741-3727 or see www.sm.com

TransTelecom, Inc. has announced ARC-TECH (Automatic Return Call Technology), which, when connected to your existing ACD, tells callers how long they must wait for the next agent and gives them a choice of remaining on hold or receiving an automatic return call within the same time period they would remain on hold. In addition, with an optional module, it automatically switches to outbound dialing calls, then back to subsequent inbound calls as they flow back into the ACD. Another optional module enables this functionality to be applied to a company’s Internet homepage. For more information, contact Joseph F. Vivona at 800-362-1246, ext. 3030 or see www.transtelecom.com

Versatility Inc. has announced Versatility Call Blending, which manages inbound and outbound calling levels by not only dynamically transitioning agents between inbound and outbound campaigns, but also from one inbound campaign to another inbound campaign or from one outbound to another outbound campaign, based upon both inbound and outbound service levels and agent preferences and competencies. For more information, contact Lana Sansur at 703-934-7631 or see www.versatility.com

The first suite of jointly developed telecommunications management network (TMN) products from Vertel and Hewlett-Packard Company has been announced. The suite includes the following components: TMN Designer, TMN Manager, TMN Agent and TMN Proxy Developer. This new product family provides comprehensive telecom-management software-development environments and integrated deployment platforms for telecom applications providers. For more information, contact Vicki Vaughn (Vertel) at 818-227-1456 or see www.vertel.com

Wenn/Soft has announced Release 4.0 of Service Management Series, which integrates with Great Plains Software’s Dynamics. The new release includes: redesigned Service Monitor, refined messaging capabilities, a mass renew function and modules that provide Internet capabilities and document management. For more information, contact Teri Comins Meves at 414-821-4100 or see www.wennsoft.com

Version 2.3 of Xantel’s Connex has been announced. It offers call identification, priority call management, processing and control regardless of the type of call or communication medium. For more information, contact Mary Ann Lawson at 602-437-6436 or see www.xantel.com

Internet & Help Desk Products…[back to the top]

Bendata, Inc. has announced it has released HEAT version 3.6 support center automation software. This release allows each group of users to view information differently and supports out-of-the-box integration with any supported ODBC-compliant database. Bendata has also announced the launch of its new Support Management Signature Series, a modular software suite designed to address such call center management problems as: staff planning, process design and service level agreements. For more information, call 800-776-7889 or see www.bendata.com

ClearCallCenter 2.0, a call center solution that supports both inbound/outbound sales and service has been introduced by Clarify Inc. The new release adds advanced scripting and post-call follow-up capabilities. For more information, call 408-5733000 or see www.clarify.com

A series of one-day KnowledgePak University™ workshops hase been Continued from previous page announced by ServiceWare Inc. They are designed to help attendees understand the principles of knowledge-based support. The seminars are conducted by ServiceWare’s Professional Services and Customer Support teams and cover: understanding knowledgebased support, how to create and maintain your own support knowledge base, and capturing and reusing organizational knowledge to support products and services. For more information, please contact Bernard J. McCrory at 412-826-1158, ext. 414 or see www.serviceware.com/kpuworkshop/

With the introduction of its eService 98, Silknet Software, Inc. announces that companies can integrate and manage all methods of customer communications, including phone, Web and e-mail, in one application. eService 98 includes its own call-tracking tool and features new integration capabilities, and it includes a Webbased workflow engine. For more information, contact Michael Bettua at 603-625-0070 or see www.silknet.com

SoftLinx, Inc. has announced the Replix NT FaxCenter for LotusNotes/Domino Version 4.1.1, which allows users to send and receive faxes, as well as get automatic fax status notification, from the desktop. The new version includes: native integration with Notes and Domino, utilizes the Notes Name and Address Book, integration is accomplished through standard Notes APIs, status notification of inbound and outbound faxes via Notes e-mail, Web-based centralized administration, e-mail to fax and fax to e-mail, and supports a variety of attachments. For more information, contact Heather Howland at 978-392-0001, ext. 312 or see www.softlinx.com

CTI Products…[back to the top]

Aristacom International Inc. has announced Version 1.0 of CallEnabler-400, an intelligent call management solution for the IBM AS/400. The new version will enable AS/400 software developers and solution providers to glue the Aristacom CTI functions to their application code. For more information, contact Susan Howard at 510-748-1500 or see www.aristacomintl.com

Core Systems has announced DialPro, a Windows-based, inbound/outbound telemarketing system that uses CTI technology to automate telemarketing functions using recorded audio messages and voice response technology provided by Lucent Technologies. It allows users to integrate customized databases and audio messages with voice response scripts. It also enables Caller ID and client information screen pops and allows calls to be transferred to the automated voice response system, schedule a callback or send electronic information. For more information, contact Marco Barfield at 713-787-0687 or email at [email protected].

Ericsson Enterprise Networks has expanded the capability of its Consono � MD110 PBX with network management, personal productivity and call center applications at the desktop level. It provides a wide-range of capabilities, from CTI telemanagement to multimedia and call center management solutions for the desktop. For more information, call 800-444-ERIC or see www.enternet-us.com

Expansions…[back to the top]

CBSI has announced a new, dedicated telemonitoring facility located at its headquarters in Harrison, New York. The staff of telemonitoring professionals was relocated to a larger facility which houses fully automated online monitoring workstations. The move expands CBSI’s capacity by 50 percent.

DialAmerica Marketing, Inc. has expanded its call center in East Providence, Rhode Island, creating more than 40 fulland part-time sales and management positions. The facility has been expanded from 4,200 square feet to 6,200 square feet and represents a short-term capital investment of approximately $100,000.

Maine & Company has revealed that ICT Group and SITEL Corporation have announced the opening of call center facilities in rural towns in Maine. ICT Group has opened a call center in Oxford, Maine which will employ 250 people when fully staffed. SITEL has announced it will open a call center in Limestone, Maine that will initially employ 350 people, but may eventually expand to employ more than 500. It will occupy the 48,000-square-foot Fortune Building at the Loring Commerce Center.

MBNA America has announced it will employ an additional 3,000 people in rural cities across Maine in the next five years, bringing the total number of people employed by MBNA in Maine to 6,000.

Marketlink, Inc. will be adding a new call center in Storm Lake, Iowa, creating as many as 75 new jobs over the next two years. The new call center will occupy 6,000 square feet.

City Council Vice President Henry Perea and Fresno Economic Development Corporation President Robert Christofferson have announced that Team Results, a firm based in Rocklin, California, will be opening a call center in Fresno that will employ 300 people. The call center will open with an initial 100 employees, but will grow to the 300 over the course of 1998. The call center will also feature telecommunications equipment representing a capital outlay in excess of $1,000,000.

Lafayette, Louisiana will be the site of a new call center for West TeleServices Corporation. It will create approximately 320 jobs, 60 percent of which will be fulltime positions. The 12,500-squarefoot facility will have a total annual payroll estimated at more than $4.5 million, generating an economic impact estimated at more than $14 million.

Happenings…[back to the top]

IHS Helpdesk Services, a provider of interim help desk personnel, has announced the signing of their 150th client. Based in New York, with offices in Atlanta, Chicago, Toronto and Woodbridge, New Jersey, they now service clients in 15 states.

MCI has announced it has beamed live customer traffic over a 170-mile network span using eight wavelengths (colors of light) at 10 gigabits (OC-192) each for a total of 80 gigabits per second. The new transmission system sends over 516,000 voice calls on a strand of fiber about the same size as a human hair. The new technology is called Wavelength Division Multiplexing; it breaks down light signals into multiple wavelengths and transmits them simultaneously through the same fiber.

Prism Solutions, Inc. has announced and demonstrated its support and interoperability for the data warehousing extensions in Microsoft Repository.

Strategic Alliances…[back to the top]

Andrea Electronics Corporation has announced it has signed a contact with Lernout & Hauspie (L&H) Speech Products whereby L&H will purchase Andrea Electronics’ Noise Canceling headsets for worldwide marketing, distribution and resale. The agreement also stipulates that Andrea Electronics will bundle various L&H speech recognition products with its Andrea Anti-Noise� products, L&H will bundle Andrea Anti-Noise products with its continuous speech recognition software products, and L&H will resell various Andrea AntiNoise products to its customer base.

DataWorks Corporation has announced it has signed a multimillion-dollar agreement with Pivotal Software Inc. The agreement allows DataWorks to become one of the first enterprise resource planning (ERP) systems suppliers to package customer relationship management software with ERP solutions for mid-range manufacturers.

Ericsson and Applied Voice Technology, Inc. have announced an original equipment manufacturer (OEM) agreement between the two companies that encompasses joint product development and Ericsson marketing the AVT family of Windows NT-based unified messaging and CTI products. Ericsson has also announced that Internet Global Services Inc. has deployed Ericsson’s Phone Doubler, a product which allows Internet users to make and receive phone calls while online without a second phone line. Phone Doubler service is available for iGlobal’s business and residential Internet customers in the Dallas, Texas area. And finally, Ericsson and Telular Corporation have announced an agreement under which Telular has licensed its patent portfolio of wireline-towireless interface technologies to Ericsson. The interface technologies automatically bridge landline telephone services with wireless communications networks, allowing a call from a fixed telephone to be carried over a wireless network rather than landlines.

Executone Information Systems, Inc. has announced a joint development agreement with Dialogic Corporation to deliver an open business communications platform with full PBX functionality. The product resulting from this relationship will consist of hardware and software components provided by both companies.

Kaplan Educational Centers has announced it has hired 800 Support to staff its help desk for 150 new computer labs used by students preparing for high-tech tests. The outsourcing help desk deal sends calls for help from Kaplan staff operating the computer labs to 800 Support’s call center.

Nortel and US West have signed a new, three-year product distribution and reseller agreement to enhance their long-term distribution relationship. Under this agreement, US West will continue to distribute Nortel’s customer premise equipment, as well as market and sell Nortel’s Passport and Rapport enterprise network products. It will also enable US West to market and sell Nortel’s Power Network solution, which consolidates multiple voice and data networks into a single multimedia network.

Pegasystems Inc. has announced an alliance with Management Data. Under the agreement, the companies will jointly market to the financial industry, a highly automated straight-through processing solution for reconciliation and exception processing.

Prism Solutions, Inc. and TimesTen Performance Software have announced Prism will integrate the TimesTen™ MainMemory Data Manager with its Prism Warehouse Executive™ software. The agreement allows Prism to apply the Real-TimeRelational performance of TimesTen against the time-intensive process of transforming legacy data into a data warehouse.

Rockwell Electronic Commerce Division (ECD) and SMART Technologies have announced an alliance which will enable both companies to market each other’s call center, electronic commerce and Internet products.

smallwonder! Softworks, Inc. has announced its Softworks Xchange call center management system has been selected by Contact America for two of their North Dakota sites, totaling 104 stations.

TECHMAR Communications, Inc. has announced that Cisco Systems has chosen TECHMAR to provide sales and marketing support services, which include building and maintaining a marketing database, inbound telemarketing, outbound telemarketing to nurture relationships with prospects, sales lead management and program analysis and reporting.

Voicetek Corporation and Dialogic Corporation have announced a joint marketing and development agreement for the Dialogic CT Media open software development platform. Voicetek will incorporate CT Media into future versions of Generations�. Voicetek will also port CT Media, currently based on Windows NT, to the UNIX platform.

Well Engaged has announced it has teamed with Adobe Systems to develop Web-based customer support forums on Adobe’s Web site. Under the agreement, Adobe is licensing Well Engaged Discussions, Well Engaged’s Webbased discussion software, and is using Well Engaged’s service agency to host, maintain and administer the online forums on Well Engaged servers. Well Engaged is also providing consulting services.

Mergers & Acquisitions…[back to the top]

Arel Communications, Software Limited and Nortel have announced an agreement between ArelNet Ltd. and Nortel Communications Holding Limited, pursuant to which Nortel will invest $5 million in the share capital of ArelNet in consideration for 20 percent of the outstanding share of ArelNet. ArelNet has agreed to appoint Nortel as the exclusive distributor of ArelNet’s i-FAX (fax over IP Networks) and derivative products.

Biscom, Inc. has announced the acquisition of Lincoln & Co. Lincoln, which will become a division of Biscom, produces OEM hardcopy and display imaging solutions.

InterVoice, Inc. has purchased the Enhanced Services Platform (ESP™) product line from Integrated Telephony Products, Inc. The purchase, valued at approximately $4.5 million, enables InterVoice to combine the ESP product with InterVoice’s Network Services Platform.

ILD Teleservices, Inc., a provider of enhanced and outsourced long-distance services, has announced it has acquired Interlink Telecommunications, Inc.

MediaGate, Inc. has announced it will acquire the assets of InterResearch & Development Group, Inc. The acquisition will allow MediaGate to combine their EdgeCommander server with Irdg’s iPost universal messaging software.

International News…[back to the top]

Aculab plc has announced that its speech processing platform, Prosody, has received the "DSP In Action" award for technical innovation.

AlphaNet Telecom Inc. has announced it can now offer carriers wholesale, end-toend transport of voice, facsimile and data over a global high-speed data network. Having combined its technology and the EQUANT/SITA global frame relay network, AlphaNet’s Global Carrier Services can now offer landline and wireless carriers traditional circuit-switched voice quality and network reliability with packetswitched technology. For more information, contact Claude Samson at 416-4134404 or see www.alphanet.net

Capital One has announced it is establishing a U.S. $48-million European operations center in Britain with a 900strong workforce based at Nottingham in the English East Midlands.

McQueen has announced an alliance with Pandesic LLC, the Internet company founded by Intel and SAP. The alliance combines McQueen’s global fulfillment and customer support services with the Pandesic™ e-business solution. Mosaix has announced it has been certified by the Japan Approvals Institute for Telecommunications Equipment (JATE) for its ISDN-compatible call management system, the Mosaix 5000.

NICE Systems Ltd. and Siemens AG have announced an agreement under which Siemens will market and distribute NICE’s CTI products.

Periphonics Corporation’s U.K. Operations in Camberly, England has attained ISO 9001/ TickIT registration, the British scheme devised to augment the ISO 9001 registration process and facilitate the achievement of quality software development.

Newfoundland & Labrador has announced two new call centers in St. John’s, the province’s capital city. BPS Imaging Partnership’s call center operation, which opened in early September, has grown beyond its original plan and has expanded to employ almost 210 people. CABOT Call Centre, the latest expansion of a larger Canadian service agency, has created 200 new, full-time jobs for the province.

Prism Solutions, Inc. has announced the appointment of CSA Malaysia, a systems integration firm, as the sole distributor of Prism’s data warehousing, data mart and data quality solutions in Malaysia.

Quintus� Corporation has announced IBM’s Customer Relationship Solutions Group (CRS), Japan, will immediately begin distributing Quintus’ CustomerQ� and ImpaQ™ enterprisewide customer support software as integral components of IBM’s call center solutions for the Japanese market.

RELTEC Corporation has announced multimillion-dollar plans to develop products for the global telecommunications industry from its recently acquired UK factory in Northern Ireland. The move requires 75 additional staff at the plant which makes power supply units, high performance cable assemblies and fiber optic products.

Rockwell Electronic Commerce Division has announced the extension of language capabilities for its call center systems solutions and the meeting of the necessary regulatory approvals to expand into each new country whose language is supported. Rockwell has also made the necessary changes in the assembly of its Spectrum™ ACD to further facilitate entry into foreign markets. Rockwell ECD and Ericsson Australia Pty. Ltd. have announced a partnership for Australia, New Zealand and Papua New Guinea. This alliance is designed to capture a major share of mission critical call center business in banking, transport, telecommunications, utilities and government. Ericsson will sell, distribute and service Rockwell’s integrated call center ACD and related peripheral systems, including CTI and electronic commerce solutions. These products will be marketed as an Ericsson offering.

Sykes Enterprises, a U.S. software specialist, has acquired the British company McQueen International, which makes and distributes of software under license and operates multilingual call centers. The deal was worth more than U.S. $120 million.

People…[back to the top]

Davox Corporation, a provider of call center management technology, has announced that former Lucent Technologies Call Center business unit vice president Louis Marianacci has been named president of Davox. Mr. Marianacci will report to chairman and CEO Alphonse M. Lucchese, who will retain operational control of the company.

The Hibbert Group, a comprehensive marketing services firm, has announced that William J. Walsh has been named president and CEO. Thomas Moonan and Timothy Moonan have been promoted to co-presidents of the Trenton, New Jersey organization of The Hibbert Group.

Richard Mace has been appointed president and COO of Network Programs, Inc., a provider of business and operations support systems to the communications industry.

InterVoice, Inc., a supplier of automated call processing and telecommunications solutions, has announced the promotion of Al Samball to vice president, network services line of business. InterVoice has also announced the promotion of Fred Rodriguez to vice president and managing director, Latin America.

IEX Corporation, a developer of products for telecommunications carriers, call centers and private networks, has named Leo Toledo director of call center sales. IEX has also appointed Art Olender as director, international call center solutions.

Michael R. Bruce has been appointed to the board of directors of Syntellect Inc., a provider of interactive communications. Syntellect has also announced the appointment of Dottie Fromm as western regional vice president of sales.

Ron Weber and Associates, Inc., a teleservices agency, has named James Loveless as vice president of sales, replacing Joan Mullen who has moved on to vice president of industry relations for the firm. Jared Weber has been promoted to vice president of client services.

Carol J. Meier has joined GN Netcom/ Unex, a manufacturer of telephone headset systems, as vice president of marketing.

Doug Sauer has joined Harris Select Communications, a telemarketing service agency, as business development manager.

TeleSpectrum Worldwide Inc., a provider of direct marketing and customer care services, has announced that Benjamin F. Callahan has been promoted to senior vice president, sales.

Robert M. Krueger has been named senior vice president of development at Centigram Communications Corporation, a provider of messaging and communications solutions.

Platinum Communications, an authorized Lucent dealer, has announced the following appointments: Lisa M. Miller has been promoted to corporate vice president; Valerie E. Mason has been promoted to sales support supervisor; and Michael J. Scanelli has been promoted to branch manager, Eastern region.

Joseph G. Doody has been appointed to the senior executive management team at The Sutherland Group Ltd., a provider of outsourced customer management services.

Pioneer, a partnership between Long Lines, Ltd., Northwest Iowa Power Cooperative and MCI, has named Kenneth R. Hoefle to the new position of vice president for business development.

Bruce Laskin has been named vice president of product development and Thomas Ballinger has been named director of sales at Real Time Strategies, a provider of wireless call processing and networking platforms.

The Info Group, a provider of enterprisewide telemanagement and call center information systems, has announced the following: Timothy Galvin has been promoted to channel sales manager; Larry McAllister has joined the company as marketing manager; and Jed Toohey and Scott Tate have been hired as regional sales managers.

Stream International, a provider of outsourced technical support services, has appointed Jon Mattei as director of corporate multivendor services. Stream has also named James Dunn as the new site director for the company’s Beaverton, Oregon call center; and James Spisak will head Stream’s Memphis, Tennessee site.