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Telephone System In A Keyboard
Integrated Technology USA, Inc. has announced its CompuPhone 2000, a complete telephone
system built into a standard 101-keyboard that enables PC users to make and receive
telephone calls directly through their key-board - without the need for a phone on their
desk. The keyboard functions as a single-line telephone and comes with a software package
compatible with Windows 95. Calls can be made automatically and productivity can be
monitored through the system's soft-ware logging of inbound/outbound calls. Additional
features include: volume, flash, mute and redial. The unit comes with a professional style
head-set and does not require a modem, internal cards or serial port connections, and is
compatible with most PIM programs, contact management software, databases, spreadsheets
and word processing programs. For more information, contact Ed Abramson at 201-837-8000.
Power Protection Product
American Power Conversion (APC) has announced the Symmetra Power Array, a modular,
scalable and redundant power protection technology specifically designed for high
availability of multiple servers, computer rooms, call centers and back office
applications. By allowing customers to easily add both power and battery runtime to their
systems, Power Array helps give customers higher systems availability and growth
flexibility. The Power Array is composed of different modules: Power Modules (4kVA each),
Battery Modules, a Main Intelligence Module and a Redundant Intelligence Module. Customers
can achieve N+1 or higher redundancies by adding one or more extra modules. With its power
management accessories, administrators can shut down multiple file servers and reboot
individual locked up devices, as well as monitor and control their systems via network,
SNMP, Web-based or out-of-band modem communications. The components are also modular and
hot-swappable. For more information, contact Juli Dexter at 401-789-5735, ext. 2373.
Training Tool EIS International, Inc. has announced a CD-ROM training pro-gram to support
its Call Processing System, a full-featured software solution that helps to maximize
outbound call center performance. The computer-based training tool addresses the standard
curriculum taught during the first day and a half of the EIS operations course. It covers
product features, including CBT navigation/design, campaign set up and operations,
supervisor operations, monitoring and agent operations. Based on their experience with the
CPS product, users can select any of the following multimedia sessions: tutor; simulator;
and library. For more information, contact Aimee Martin at 203-977-3087.
Small Business Database
CORE Marketing has announced the availability of a large proprietary data-base of small
business owners and self-employed professionals in North America. The database is
comprised of more than 17 million names. A portion of the list is made available to list
brokers and related businesses. A larger portion is only made available to companies that
hire CORE as its sales organization. The following are some of the databases available:
UGIS Small Business Masterfile, nearly 1.3 million names; UGIS Home-Based Business Owners
File, a subset of the master list, comprised of more than 400,000 names; and the NASE
File, a list of just over 300,000 self-employed individuals. For more information, contact
Joe Roche at 508-462-0900.
Prevention IVR
Prevention Magazine, in association with Medical Economics Publishing and TeleCare, Inc.,
has announced the creation of the Prevention HealthCare Line, an on-demand health
information service that provides health and prescription drug information to consumers
who call an 800 number. Access is free and will operate 24 hours a day, 7 days a week. The
information is pre-recorded for consistency of message and the automated system is
designed for immediate caller connection with no waiting. The service will provide
information on hundreds of health, fitness and nutrition topics. For more information,
contact Carl Fergo, TeleCare, Inc., at 516- 365-7894.
Multiple ACD Reporting And Accounting Tool
Affinitec Call Center Systems has announced the introduction of AgentView 97, a call
center communications system designed to allow call center operators to obtain and analyze
ACD statistics from single or multiple geographic locations. Statistics are captured and
processed from multiple ACDs and processed in real-time. Comparative statistics between
locations and across different switch environments can be shown and composite group
statistics and intergroup comparison studies can be made. Other enhancements include the
ability to access data remotely in a WAN and to combine data from all switches supported
by AgentView97, which supports most widely used ACDs. AgentView97 is a Windows 95/NT-based
system. Account-A-Call Billing Solutions Group has announced the release of ProfitPlus
1.3, with modules that are designed to expedite the setup and maintenance of customer
accounts with an extended range of reports for managing and controlling telephone usage.
The system is applicable to Centrex and major switch environments and merges data from any
carrier into a standard output format. For more information, contact Susan Saldibar at
714-756-2700.
On-Premises Wireless Communications
Ericsson Enterprise Networks has announced the Freeset DCT1900 Business Personal
Communication System, a digital, wireless telephone system that is designed to deliver
communications to mobile employees within the working environment. The Freeset 1900
includes the Radio Exchange through which all incoming and outgoing calls, as well as
power and control functions, are routed; Freeset Base Stations provide cover-age and
capacity using two antennae that provide eight simultaneous speech channels per base
station; and a Portable Telephones feature with a back-lit keypad, three-line,
alphanumeric LED display panel with icons, and eight-and-a-half hours of battery time.
Freeset utilizes Continuous Dynamic Channel Selection, the decentralized process by which
the phone optimizes the received signal. The phone is also fully encrypted and utilizes
authentication for complete conversation security. For more information, con-tact Mark
Wightman at 919-472-6740.
Outsource Voice Mail Solution
IOCOM has announced an outsourced voice mail system that allows telephone service
representatives to access online databases of client information to help further the
impression that the rep is in the client's lobby. Operator workstations indicate how each
call is to be answered; a computer confirms what information the operator should get from
a caller; single keystrokes produce common phrases to increase speed of accurate data
gathering, as well as activating complex, multitask functions to help increase operator
efficiency, e.g., answer, hold, disconnect and transfer. For more information, contact
Scott Molitor at 407-631-8852.
Handset Port Now Available
PIKA Technologies Inc. has announced a handset port on the Inline series of voice
processing boards. This new feature is designed to be compatible with a wide variety of
headsets and handsets and is intended to be deployed on desktops that use PC-based call
control software. Users can play and record through the handset port or conference in
other channels, enabling the board to be used as a mini PBX device. Real-time audio can
also be streamed through the handset port, allowing the integration of other multimedia
devices. For more information, contact Rahul Virmani at 613-591- 1555, ext. 397.
Portable Headset Amplifier
Plantronics, Inc. has announced the availability of a portable headset amplifier for ACD
centers using carbon-based systems. The E10 is about one half inch thick with a surface
smaller than a credit card. Despite its size, the E10 provides the full functions of the
M10, including a mute switch, recessed volume control and a second Quick Disconnect plug
between the unit and the console that triggers the "Rep Not Available" (RNA)
feature. For more information, contact Nicholas Eisner at 408-458-7763.
Ergonomic Accessories
ErgoView has announced the Air Float Monitor Arm, which is equipped with a Gas Spring
System that enables the system to move easily. The Air Float will hold up to a 20-inch CRT
weighing up to 65 pounds, the monitor platform tilts -8 degrees and swivels 240 degrees;
the base clamp rotates 180 degrees; it will clamp onto workstations with a thickness of
one half inch or more and a depth of four inches or more; and the platform height can be
adjusted from 3.94 inches to 12.2 inches. ErgoView also announced a CPU Holder that
removes the CPU from the desktop, attaching it to the underside of the work surface,
freeing up valuable space while using the empty area under the desk. The unique belt
feature of the CPU Holder incorporates tough nylon locking restraints and allows for
adjustment to all popular CPU sizes. Steel mounting brackets hold the CPU firmly in place.
No bending down under the desk to power up the CPU or insert a disk - a sliding track
extends 5 and one half inches and swivels 360 degrees for maximum accessibility. For more
information, contact Deborah Cantrell at 800-888-3537.
Intelligent Predictive Dialer
Strategic Computer Support has announced the release of ASD-Predictive, a
client/server-based predictive dialing system. The ASD-Predictive is designed to automate
the tasks involved in the everyday operation of outbound telemarketing operations. The
dialer utilizes artificial intelligence processing and can react to an event it encounters
and readapt for continued optimal performance. ASD-Predictive can support up to 84 TSRs
and 120 trunk lines, and includes a real-time screen designer for rapid campaign
development, voice detection and pass through, selectable positive answering machine
detection plus positive fax and modem detection, selectable call hours per region and
multilevel callback processing, can use either analog or digital lines originating from
direct access T1/E1 trunks or an existing PBX. For more information, contact Tim
Franciscini at 800-727-4155.
Family Of Integrated Services Products
Telserv has announced a family of integrated services and enabling products, the
foundation of which is OrderWORKS, which links clients' sales calls to real-time credit
card processing and customer information and inventory databases. OrderWORKS is installed
on Conversant IVR and is Windows 95/NT compliant. CatalogWORKS is for catalog-marketers
and MarketWORKS is for direct- and multilevel marketers. For software or hardware
marketers TechWORKS™ enables time-dependent invoicing, per-minute payment processes
and "entitlement services" tracking beyond product registration or upgrade
functions. CreditWORKS™ provides real-time credit card processing in a fully
automated or live call center environment. Switch-independent NetWORKS™ provides
activity-based call management, network reporting and analysis for advanced
consumer-telephony integration services, whose functions include skills-based routing,
call-to-finish monitoring, auditing and tracking. Comm-SET™ automated data transfer
and receipt software systems help to ensure seamless data transfer from multiple remote
servers to a client's Conversant � system. For more information, contact Jim Zahniser at
503-248-9468.
Business And Consumer Databases
PhoneDisc , a division of American Business Information, Inc. , has announced three new
Sales Leads CD-ROMs have been released. Business Sales Leads™ allows searching by
business name, address, distance, SIC code and telephone number within a database of 10
million U.S. businesses. Information provided includes fax numbers, 800 numbers and Web
site addresses. Consumer Sales Leads™ provides U.S. census information on 103 million
consumers and are searchable on name, address, city, state, ZIP, distance or phone number.
Business & Consumer Sales Leads™ is a combination of the above. These CD-ROMs are
compatible with Windows and Mac environments. For more information, contact Eric Groves at
402-596-8964.
Call Center Simulator
Rockwell SSD has announced their Call Center Simulator, which is designed to simulate
hours of call center traffic in seconds and identify potential problems. Once run, the
Simulator responds with an Analysis Summary Report, which detects problems and makes
suggestions for improvement. Reports offer information on staffing by application, routing
sequence steps and systems configurations. The Simulator is fully integrated with
Rockwell's Telescript Graphical Editor. The Call Center Simulator also features
dynamically modeled skills-based/Intelligent-routing call-flow configurations, and can
model call center growth strategies. For more information, contact Judy King 603-
227-8144.
Antislamming Report
VoiceLog, LLC has announced the development of a report detailing the status of
antislamming rules and pending legislation in all 50 states. The company provides
third-party verification services to the telecommunications industry. The information is
being constantly analyzed and updated to remain current and covers pending rule changes
for local, intraLATA and long-distance carrier changes. For more information and to obtain
a free copy of the report, contact Larry Leikin at 703- 356-1325.
Desktop Predictive Dialer
MarkeTel Systems has announced the MarkeTel MK II Dialer. Unlike other dialers, the MK II
does not require a monitor or keyboard at each station. Instead of monitors, agents have
LCD displays at their stations and instead of keyboards, agents use their telephones to
record the results of their calls. The MK II is expandable as one computer can run up to
20 stations and is portable since it is approximately the size of a VCR. Some of the
features include real-time performance status and report generation, online support and
full compatibility with the Select Phone electronic phone book. The MarkeTel MK II is
recommended for outbound business-to-consumer where intensive scripting and contact
management is not required. For more information, contact Chris Regehr 800- 289-8616.
Name Generation Program
Call Interactive, Inc. has announced Name One, a name generation consumer program
featuring a flat rate pricing structure. The program is being introduced as a pay-per-name
turnkey operation. Companies employing the system will pay only for the actual names
generated, with no hidden costs. For more information, contact Rich Nelson at
402-498-7424.
Enterprise Service
Management Solution Scopus Technology, Inc. has introduced ServiceTEAM, an enterprise
service management system. Its capabilities include service call management, scheduling,
dispatching, contract/entitlement management, spare parts management and depot repair.
ServiceTEAM is designed to handle both scheduled and unscheduled maintenance incidents. It
helps to empower agents to log, prioritize, assign, track, escalate and resolve field
service requests and problem reports. It also provides software for assigning and
dispatching the most appropriate field service technician available. The built-in workflow
engine is designed to automate complex business rules work-flows, tasks and ticklers. It
complements and is completely integrated with SupportTEAM, SalesTEAM, Voyager and
QualityTEAM. For more information, contact Mitch Bishop at 510-597- 5886.
New Teleservice Outsourcing Company
Tyson Communications, Inc. has announced its formation as a teleservices outsourcing
company. Tyson Communications, located in Dallas, Texas, will provide inbound and outbound
services. For more information, contact Beverly Alexander at 214-350- 8993.
Internet Faxing Solution
RADLINX has announced it has released PASSaFAX (PF-W), a soft-ware- only fax routing
system that runs under Windows. This solution is designed to allow users to send faxes via
the Internet/Intranet and enables users to connect their standard G3 fax machines to a
network without changing their fax sending routines. The software also enables online,
real-time connections with immediate verification that the fax was received. PFW is fully
compatible with PASSaFAX hardware units, enabling either version to be located at a site
to work together. Regular PSTN faxing can still be initiated to any destination not yet
equipped with a complimentary PASSaFAX unit. To send a fax through the public net-work,
the user dials as accustomed; to send via the Internet or IP network, a prefix is dialed,
then the number. For more information, contact Varda Lubling at 201-828-9494, ext. 212.
Internet-Enabled Service Tools
EIS International, Inc. has announced two new customer support tools, Expert Mail Agent
(EMA) and the EIS Customer Support Web Page. EMA is designed to deliver detailed responses
to problems and to eliminate one-on-one phone support for noncritical issues. EIS Customer
Support Operations will continuously monitor the mail system for messages and, once
received, return a problem identification number for customer tracking and updates. EMA
requires an Internet connection through which users can send and receive messages. The EIS
Support Web page is designed to serve as a reference for customers. The Web page features
information such as key telephone numbers, policies and procedures, training, schedules
and special announcements. The Web page can be accessed through EIS' home page. For more
information, contact Mike Barbagallo at 703-318-6409.
Internet Telephony Standard
Dialogic Corporation has announced its open Internet telephony platforms will support
Microsoft NetMeeting 2.0. NetMeeting is an Internet conferencing solution that provides
Internet users with a real-time, multipoint communication and collaboration client. For
more information, contact Rosabel Tao at 201-993-3000, ext. 6320.
Internet Accounting Tool
TELEMATE Software has announced the introduction of TELE-MATE. Net, a communications
accounting management tool that allows the user to translate abstract Intenet data into
business reports on operational efficiency, control and allocation of costs to help detect
misuse among Internet users. TELEMATE.Net reads Internet data directly from firewall log
files, thus avoiding transfer problems often associated with trying to transfer
information from other devices connected to the network. Report filters allow information
to be qualified by user, department, division, location or company. An automated
processing capability enables unattended operation. The software also allows the
attachment of meaningful descriptions to obscure Web addresses. TELEMATE. Net operates on
a Microsoft NT platform. For more information, contact Bill Bryant at 770-476-7716.
Switching Software
Integrated Telephony Products, Inc. has announced the release of Enhanced Services
Platform ESP™, Version 5.0. Some of the new features include: One-Bank, which
provides a single monetary field for all services; Secure Client, which prevents
unauthorized use of the system; and Web Interface, which has a callback trigger that
allows users to initiate a callback from the Web. Customers can also view their account
information and add time using a credit card and allows them to see the rates they will be
billed; Flexible Reporting allows service providers to evaluate customer activity and
track usage trends; Automated Route Selection allows for least-cost routing in real-time.
For more information, contact Kelly Creamer at 303-338- 1000, ext. 129.
Web-Enabled Sales Automation System
Saratoga Systems has announced a new Windows 95/NT-based customer management system
code-named Emerald. The new software comes with a WYSIWYG screen designer, a data-base
schema definition utility and pre-defined templates. The software is compatible with such
client databases as Microsoft Access, SQL, Anywhere and Saratoga's SPS, and soon, Informix
and Ingres. Emerald also offers customers avenues for interfacing with legacy systems,
from automating simple data import/export processes to API/DLL support and table sharing.
The system has a built-in Web browser and offers access to the corporate Intranet. WebPort
is an add-on software module that is designed to enable the importation of any type of
online data from an organization's Web site into Emerald. WebPort can also be used as a
bidirectional communication tool. Emerald's GUI is fully customizable and is designed to
allow the user to move quickly through account record pages, it provides an array of
reporting and analysis functions, as well as a scheduling calendar, marketing
encyclopedia, word processing and mail merge capabilities. For more information, call
Saratoga Systems at 408-371- 9330.
AOL Order Processing Solution
New England 800 has announced the debut of ResponseTrak™ Web-Center™ services.
The new services were launched for Dr Solomon's Software's partnership with AOL.
ResponseTrak™ provides telephone call center and back-end database services for order
processing and consumer support. Orders for Dr Solomon's Anti-Virus software, submitted
online to AOL, are passed nightly to New England 800 in Waldboro, Maine. There, each order
must pass multiple ResponseTrak™ quality assurance scans, including tests for missing
data, address verification, correction and standardization. Each order is then submitted
for credit card authorization and deposit of funds. ResponseTrak™ then sends order
confirmation messages to customers via e-mail. Customers whose orders encountered a
problem receive a message describing the difficulty and are invited to replace the order
online with a rep at Dr Solomon. For more information, contact Steve White at
800-CALL-NOW.
Web Faxing Solution
Black Ice Software, Inc. has announced the release of SendFAX™ From Web, a
development tool enabling HTML and Java developers to add fax-on-demand capability to Web
pages. The software is designed to allow users to select documents to be faxed and to then
proceed to other Web pages without waiting for download. It also allows complex documents
(Pagemaker or MS Word for Windows with embedded objects) available via fax and for
documents to be forwarded to third parties via fax. SendFAX™ From Web requires
Windows 95, NT 3.5/4.0 and a TCP/IP connection. For more information, contact Angela
Thellen at 603-673-1019.
Internet Monitoring Solution
Teknekron Infoswitch Corporation has announced Desktop Screen Capture (DSC), an
application designed to enable call centers to monitor Internet and Intranet voice and
data transactions simultaneously. DSC supports Internet and Intranet capabilities and will
capture data transactions from local PC and LAN applications. It also delivers
capabilities such as stealth monitoring and simultaneous playback of voice and data. For
more information, contact Katherine Kirkpatrick at 817-267-3025.
Integrated Voice And Data Solution
Click-n-Call™ Inc. has announced the release of Click-n-Call, an Internet telephony
product that utilizes Microsoft's NetMeeting conferencing software to enable Internet
users to click a button on a company's Web site and be connected to a customer service
representative on a telephone. Web users can speak to the representative through their
multimedia computer without disconnecting from the Internet and can continue to surf while
speaking. The agent can also guide the customer through the Web page. Click-n- Call is
compatible with Windows 95/NT, and Intel Internet Video Phone and Web browsers such as
Netscape Navigator and Internet Explorer. To install Click-n-Call, a company needs a
telephony gateway. For more information, contact Joelle Klein at 303-449- 4942.
CTI Software
Telrad Telecommunications, Inc. has announced Version 5 software that works on Telrad's
family of digital systems and enables the systems to be integrated in the back-office
environment as switch servers. Version 5 is designed to handle the multiple, simultaneous
communications requirements of voice and data support emerging applications while
maintaining interoperability with existing systems. Some capabilities include call
handling, with networking links to external networks via ISDN. As a switch server, the
systems have multiprotocol linkages that are designed to allow them to integrate into
environments that already have servers dedicated to network management, file or database
access. It also has high-bandwidth functionality required to handle expanded voice and
data services. Database linkages allow real-time access, and the system also provides for
integrated messaging. For more information, contact Deborah Bergin at 516-921-8300.
CTI-Enabled Switch
Comdial Corporation has announced its third-generation digital business switch, the FX
series. The system is designed to be a platform for computer telephony integration
solutions and has an integrated Windows-based personal computer. This PC is used for
loading software solutions and systems administration. The FX series ships with
value-added software enhancements such as voice mail, automatic call distribution, screen
pops of caller account records and voice over the Internet. The switch incorporates
universal board slots, supports up to 192 ports, as well as ISDN, Direct Inward Dialing
and T-1 transmission links. The FX series is fully compatible with Natural MicroSystem's
MVIP standards. For more information, contact Dick Bucci at 804-978-2525.
Graphical Application Development Tool
Syntellect, Inc. has announced SYNthesizer 3.0, an enhanced version of SYNthesizer 2.0, a
graphical application development tool that is designed to help simplify the task of
computer-telephony integration and Internet inter-facing. It also enables users to create
applications for Syntellect's VocalPoint family of IVRs, as well as allowing them to debug
and test a VocalPoint application from their desktop without shutting down current
operations. The new release also features a suite of tools enabling programmers to view,
record, edit, play, import and export voice files from their desktop. It also has a
user-friendly GUI, an application code generator that displays programming code by each
action icon, whose functions can be further defined by adding C or C++ coding. For more
information, contact Ann Conrad at 800-347-9907, ext. 7313.
Call Center Management Solution
TransTelecom, Inc. has announced the introduction of ARC-TECH (Automatic Return Call
Technology). The system is a patented "hybrid" call center application designed
to combine IVR, voice processing and predictive dialing with virtually any manufacturer's
ACD. ARC-TECH is designed to give an inbound caller the average "wait time" and
then offers the caller the option of holding for the first available agent or receiving a
return call in the same amount of time. The announced wait time/return callback time is
calculated on the actual ACD queue time and the projected length of the calling peak, so
that the automatic return call will take place during the next low peak when agents are
available. If the return call is selected, the return phone number is captured by ANI or
by having the caller enter the number, at which time the voice processing element of
ARC-TECH allows the caller to record a brief message as to the nature of the call. This
message is passed to the ACD agent who is to receive the call prior to the predictive
dialer completing the call. ARC-TECH comes with a Crystal reporting package that provides
statistics and helps in the prediction of calling volume and forecasting staffing
requirements. For more information, contact Debra Sonntag at 800-362- 1246.
Relationship Management Solution For Banks
Unisys Corporation's Information Services Group has announced FBA Call Center, a Windows
NT-based solution that integrates computer-telephony components, databases and customized
application software to help banks create a call center operation. FBA Call Center is
designed to link host-based data resources and applications, the workstations or terminals
used by agents and the telephones used by clients to help create a relationship management
environment. The heart of FBA Call Center is the Genesys T-Server, which uses mes-saging
to communicate with the bank's networks. The server is designed handle e-mail, data
packages, voice mail, faxes and other electronic mes-sages in addition to regular
telephone calls. For more information, contact Evelyn Barber at 215-986-4106.
Small Business CTI Solution
Lucent Technologies has announced a multimedia messaging system for MERLIN LEGEND �
Communications System. The new offer, called MERLIN LEGEND Advanced Solutions, features
computer-telephony integration capabilities using TSAPI. The new system designed to:
distribute incoming calls call groups/agents for workload balancing through ACD; prompt
callers account information which is then passed on to agents; provide callers queue
primary and secondary messages; and provide center managers with printed reports and
real-time status. Also incorporated is Lucent's Intuity AUDIX VS system, which includes
voice messaging and automated attendant capability, plus optional fax messaging, call
accounting and networking. It also allows users to connect to the public communications
network at the desktop using end-to-end ISDN connections. It also can handle T-1 digital
lines. The offer also features Pocket Phone, a fully integrated wireless phone combining
multiline access and business telephone features. The MERLIN LEGEND is a digital hybrid
key/PBX system that can handle up to 80 central office phone lines and 200 stations. For
more information, contact Walt Greenwood at 908-953-7530.
New Patent
Davox Corporation has announced it has been granted a United States patent for digital
signal processing technology that enhances the performance of its Unison call center
management system. The patent pertains to a digital signal processing system that provides
three separate paths for sending and receiving by the system while continuing to monitor
telephony signals.
BRI Opens Two New Call Centers
Business Response, Inc. (BRI) has announced it is building two new St. Louis,
Missouri-area call centers and expanding its St. Louis area employment to over 400. BRI is
building 25,000-square-foot inbound call center that will have the capacity to receive up
to 1,000,000 consumer calls per month. In Overland, Missouri, BRI opening a new
7,500-square-foot outbound call center, and will have the capacity to reach 1,000,000
calls per month. BRI is recruiting 100 new employees to help staff both centers.
Sprint Opens New Call Center
Sprint TELECENTERs, Inc. has announced the opening of its newest call center to be located
in Lawrence, Kansas. The new call center will employ more than 300 workers, and will
utilize state-of-the-art technology, including predictive dialing capabilities and fully
automated personal computers at each of the 140 workstations.
New Wireless One Call Center
Wireless One has announced it has consolidated its customer service, telemarketing and
inbound sales operations into a single site in Jackson, Mississippi. The 9,200-square-foot
facility is designed to serve Wireless One's current customer base with provisions made
for a large growth increase. The center provides customer service, inbound sales,
telemarketing sales and credit and collections services to subscribers in seven
Southeastern states.
Expanded Harris Select Call Center
Harris Select Communications has added 100 seats to it Newport News, Virginia calling
facility. The one-year-old call center now houses 300 seats and can place 144,000 outbound
calls per day. Employing Davox Corporation's Unison � call center management solution,
the Newport News facility currently conducts calling and provides fulfillment services for
clients in the communications, publishing and business products industries.
New Pro Com Call Center
ProCom, Inc. has announced the opening of its new call center in Green City, Missouri. The
center will add 24 predictive workstations to ProCom's existing 120 workstations in two
Iowa call centers. ProCom specializes in financial services, telecommunications and
customer service applications.
Two New APAC Sites
APAC TeleServices, Inc. has announced it has expanded its operations with the opening of
two new customer contact centers. The new sites are located in Bucyrus and New
Philadelphia, Ohio. The facilities represent APAC's first entry into Ohio, raising APAC's
total number of centers to 65 in 13 states. These new sales solutions centers will
initially employ more than 100 people each. The New Philadelphia center will operate as a
telecommunications division center, while the Bucyrus center will be shared between the
telecommunications and insurance divisions.
New TeleSpectrum Call Center
TeleSpectrum Worldwide Inc. has announced the opening of a 120-workstation call center in
King of Prussia, Pennsylvania, bringing its call center base to 28. The new center,
equipped with outbound predictive dialing technology, employs over 80 management and
service representatives. TeleSpectrum employs approximately 7,000 people in the U.S.,
Canada and the UK.
Midwest Call Centers for ACI
ACI Telecentrics, Inc. has announced it will open two new call centers. The first center
will be opened in Pierre, South Dakota and the second in Chadron, Nebraska. The new call
centers will provide outbound teleservices, and with these new centers ACI will operate
332 call stations in the Midwest, all linked through a wide-area network.
Davox/Lucent Distribution Agreement
Davox Corporation and Lucent Technologies Inc. have announced they have entered into a
distribution agreement under which Lucent will market and distribute Davox's Unison call
center management system for outbound call management and call blending. The Unison system
combines open system, client/server architecture with a relational database and is
designed to give call center supervisors the ability to manage inbound/outbound call
activity in real-time and to automatically refine or change call strategies on the fly.
Rockwell/Genesys Value-Added Reseller Agreement
Rockwell Switching Systems Division and Genesys Telecommunications Laboratories, Inc. have
announced a VAR agreement which enables Rockwell to integrate and market the Genesys
enterprise computer-telephony integration product line with the Spectrum ACD (automatic
call distributor.)
GTE And Perimeter Join Forces
GTE and Perimeter Technology have announced a distribution agreement to market Perimeter's
VU-ACD/100 Management Information System (MIS) to CentraNet (Centrex) ACD customers. This
agreement allows GTE to provide its customers with a complete central-office-based ACD and
MIS from a single source.
Exepos And Panasonic Team
Panasonic and Exepos Software Solutions have signed a contract to ensure that every TAPI
device supplied by Panasonic over the next two years will include EasyDialler CTI Software
from Exepos. EasyDialler has multiple, networked contact directories; screen popping on
inbound calls, one-touch speed-dial buttons for outbound calls, customizable floating
Phone Bar and dynamic telephony dialog.
Vantive Partners With HBO & Company
The Vantive Corporation has announced an agreement with HBO & Company (HBOC), which is
reselling Vantive HelpDesk to hospitals, integrated health delivery networks and managed
care organizations worldwide. Vantive HelpDesk is designed to provide a flexible,
comprehensive system for managing and tracking technical assistance and IT resources.
Oracle And Acxiom Team
Acxiom Corporation has announced an alliance with Oracle Corporation to provide
line-of-business (LoB) customers with access to Acxiom's IBConsumer SM InfoBase, a
multi-sourced database featuring a large collection of U.S. household data, to enhance
Oracle's Data Mart suites. Data Marts are a subject- or application- specific LoB data
warehouse that contains highly focused data specific to a department or LoB, such as
sales, marketing or finance.
Long-Distance Rates Cut
Telecom Ireland has announced it has cut the cost to customers of using the telephone by
introducing a series of price reductions worth 80 million pounds. The basic connection
charge will be reduced by almost a third and reconnection charges for existing customers
moving house or transferring accounts are being abolished. Calls to the U.S. and Canada
will be reduced by another 25 percent; calls to Britain will fall by 17 percent, with
evening and weekend rates falling by 10 percent; calls to South Africa will be reduced by
38 percent; and there will be a significant reduction in the cost of trunk calls within
Ireland. For more information, contact Margaret Molloy at 1-888- EUROPE-1.
HFC Canadian Call Center Grows
Household Finance Corporation of Canada (HFC) has announced plans to hire 592 employees
over a period of two years. The new jobs will be for permanent positions in the customer
service, management, administration and sales departments. This hiring will more than
double the 325 positions created by HFC for its call center in the east of Montreal over
the past 18 months, and will make the center the largest of its kind in Quebec, with a
total of more than 1,000 employees. The expansion was made possible through the efforts of
the Quebec Calling Centres Corporation.
Sun Extends Service For Japanese Customers
Sun Microsystems, Inc. has announced it has extended Internet commerce services to its
aftermarket customers in Japan through a Japanese language version of SunPlaza SM Internet
commerce services on the SunExpress Internet site. SunPlaza is a comprehensive set of
online services which include Internet commerce within a secure buying environment. The
services allow Japanese customers to receive up-to-date information on aftermarket product
pricing and availability, place orders over the Internet and check the status of their
orders — all in Japanese.
An Information Age Town In Ireland
Telecom Ireland has announced the launch of a multimillion-dollar initiative to help
accelerate Ireland's move toward the Information Age. Towns in Ireland with a population
between 5,000 and 30,000 are being invited to put forward submissions to become Ireland's
Information Age Town. This town will be a test-bed for the range of new technologies that
will impact life in the 21st century. The test is designed to provide answers to the
question: What will happen when every phone and business has advanced digital voice, fax,
text and video mail, Caller I.D., a computer and high-speed access to the Internet?
SITEL And Telstra Team
Telstra has announced a strategic partnership with SITEL Corporation. This alliance, with
a potential value of 10 million pounds over 5 years, will provide European and American
multinational corporations using Australia as a regional base for Asia-Pacific
head-quarters with access to a seamless global call center solution.
New Swedish Call Center For CNN Interactive
CNN Interactive has announced it has opened its first call center site out-side the U.S.
in Gothenburg, Sweden. CNN indicated that it selected Sweden because its people have a
strong interest in the Internet, many speak English, have a high news consumption and a
high concentration of personal comput-ers. The CNN site will provide daily news summaries
and headlines in Swedish, combined with video and audio from CNN TV. The site will be
linked to their Internet site, where visi-tors can access the full-length stories in
English. Telia, Sweden's largest tele-phone company, will handle all of the
telecommunications.
ICT Opens New Brunswick Call Center
ICT Group, Inc. has announced the expansion of its international teleservices with the
addition of a new call center in Moncton, New Brunswick, Canada. The Moncton center is
equipped with 80 outbound predictive dialing stations. The company expects this center to
expand to include more that 120 workstations for outbound telesales and inbound customer
service.
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