Affinitec Call Center Systems has introduced AgentView � with
SmartStats™, a software package that is designed to acquire, process and display data
or statistics from such sources as single and multiple ACD systems and SQL databases. For
more information, contact Susan Saldibar at 714-756-2700 or at [email protected].
Castel has introduced Pursuit, a predictive dialing solution
utilizing the Nortel SL/1 switch in place of a dialer. Pursuit is a native predictive
dialing software application that utilizes a business' existing host computers and PBX
system to process and manage outbound calls. CTI technology is used to maximize outbound
call performance in a user-defined campaign or project environment. It provides unlimited
scalability, enterprisewide deployment utilizing existing infrastructure and host-based
dialing connecting calls to the agent best-suited to handle those calls. For more
information, contact Larry McAllister at 617-324-0140.
Clarify Inc. has introduced ClearContracts, a contract management
solution that automates such functions as: complex quoting, renewals, financial management
and entitlement tracking. For more information, call 408-573-3000 or see www.clarify.com.
Davox Corporation has announced Release 2.2 of the Unison call
management system. This release supports inbound/outbound call blending through CTI links,
as well as Davox's Script+, a user-customizable script development package. For more
information, contact Steve Wallace at 508-952-0216 or at [email protected].
Dees Communications has announced version 2.1 of its Universe call
center monitoring, quality assurance and training solution. The new version includes such
features as: visual silence indication on recorded voice clips, conversion of voice files
to WAV format, automatic file distribution and management, enhanced database management
and enhanced customizable reports. For more information, contact Knox Henderson at
800-663- 5601 or at [email protected].
Executone Information Systems, Inc. has announced Medley™, an
integrated telephone system designed for small and mid-sized businesses and branch
offices. Some of the system's standard features include voice mail, automatic call
distribution, Caller ID, verbal and visual help, Intelligent SoftKey™ prompting and
automatic fax detection. Medley supports up to 16 ports and 34 digital stations. For more
information, contact Tina Horne at 203- 882-6317 or see www.executone.com
Group 1 Software has announced DataDesigns Version 2.0. The new
release has a Windows 95 interface and is designed to allow users to define and configure
the transaction data originating from their operating systems. The system also features a
random selection option, new data visualization tools and a data filtration report. Group
1 has also released AccuMail 5.2, which includes an address change service that generates
an endorsement line on the mailing label; and AccuMail Developer's Toolkit 5.2, which
provides support for Windows applications via a 32-bit Visual Basic for Applications. For
more information, call 888-413-6763 or see www.g1.com.
Lucent Technologies has announced the DEFINITY �
ProLogix™ Solutions, which supports up to 500 stations and 600 ports. It has been
developed to meet the needs of both branch offices and midsize businesses with
multipremise networking needs. All the features of the DEFINITY ECS are included in the
ProLogix. Lucent has also announced CentreVu, a desktop CTI solution for call center
desktops, and a new CTI software package called the TAPI Callbar. CentreVu features the
Callmaster VI telephone and uses an agent's PC to provide CTI functionality. The TAPI
Callbar enables agents to access the features of the Lucent DEFINITY Enterprise
Communications Server from their Windows PC. The entire solution integrates seamlessly
with existing TSAPI applications. For more information, contact Ryerson Schwark at
908-953-7528 or at [email protected].
Parlance Corporation has announced NameConnector™, a
"dial by name" call routing service. The application enables a company to
include up to 4,500 names in their system. Calls to an individual within a company are
placed by speaking the name of the person the caller wishes to reach. The system can be
programmed to include multiple locations for the same individual. For more information,
contact Jim Farrell at 617-306-2200 (after the prompt say Jim Farrell) or at [email protected].
Racal Recorders, Inc. has introduced an eight-channel Wordnet
Junior Digital Recording System. This system was designed for message archiving and replay
applications requiring lower call volumes and high-speed access. Telephone applications
include monitoring malicious calls and security threats, and recording calls in branch
offices, trading floors and call centers. For more information, contact C.J. Elias-West at
714-727-3444 or see www.racalrecord.com.
Telamon has announced the addition of Windows NT capability for
TelAlert; the new version now supports a variety of UNIX and NT platforms. TelAlert is a
general-purpose paging/ voice notification and response product, designed to notify
support personnel about system or network problems detected by management platforms or
help desk applications. For more information, contact Don Grind at 916-622- 0630 or at [email protected].
Teleliaison has announced a new line of telephony hardware. The
Genius Independence MP120 Modular Platform supports interfaces for multiple telephone
lines in a single chassis. The Genius Independence PP32 Plug and Play Card supports E1, T1
and ISDN lines, is digital and supports 32 ports. The Genius Independence SAM4 Stand Alone
Module supports loop start, ground start and DID phone lines; a combination of all three
may be accommodated within the unit's two available bays. For more information, contact
Georges Bettan at 514-636- 5151 or [email protected].
Advantage kbs, Inc. has announced two additions to its
IQSupportSolution Suite — IQWeb and IQWeb Pro. IQWeb is designed to enable customers
to resolve support themselves using a standard Web browser. If a user cannot solve the
problem, all troubleshooting steps are saved in the support center's problem tracking
system for later review. IQWeb Prois designed to enable a call center to address the
logistics in establishing a virtual call center. For more information, contact Helen Morse
at 732-287-2236 or see www.akbs.com
Clarify Inc. has announced it will incorporate Diffusion,
Inc.'s IntraExpress information delivery technology into its sales and marketing, customer
support and field service solutions. IntraExpress acts as an "information
broker" pushing information to a pre-defined group of people. The new application
module will be called ClearEnterprise IntraExpress. For more information, call
408-573-3000 or see www.clarify.com.
Clientele Software, Inc. has announced Clientele � Defect
Tracking, Training and Inventory add-on features for small to mid-sized organizations.
Defect tracking enables users to report, track and close defects; Training enables users
to track the training needs of customers; Inventory provides a complete system for
managing inventory. For more information, contact Phyllis McCanna at 503-612- 2773 or see www.clientele.com.
Computer Talk Technology has announced ICEScape � , which is
designed to allow Internet users to conduct a real-time telephone conversation while
maintaining the Internet data link with a company's Web page. The ICEScape server
integrates with a company's existing telephone system, allowing agents to receive
Internet-based calls over their regular telephone sets. Agents are also presented with
information about the caller and can view the Web page the customer is viewing. For more
information, contact Maureen Foulds at 905-882-5000, ext. 113 or see www.icescape.com.
RADLINX Inc. has announced its new fax gateway, PASSaFAX PF-1M,
which is designed to transfer faxes between the public telephone network and IP backbones.
The PF-1M gateway connects a standard fax device directly to the LAN. Users are then able
to send faxes over their Intranet/Internet instead of using the PSTN. PF-1M automatically
provides least-cost routing, the fax message is transferred online in real-time, and
provides a confirmation slip. It is equipped with an automatic PSTN-to-Internet switch.
For more information, contact Varda Lubling at 201-828-9494, ext. 212 or [email protected].
Telegenisys, Inc. has announced a JAVA-based predictive dialer.
It is a scalable, multiplatform system that permits remote TSRs, supervision, list
loading, real-time monitoring, system database management, database update and other
features. The system uses a browser access and secure applets to communicate with remote
parties. For more information, contact Rene Pouteau at 510-210-8900, ext. 812 or [email protected].
Teubner & Associates, Inc. has announced The Expert Support
Program Version 3.0 (ESP) for Windows 95 and NT. This version contains enhancements in
ease-of-use, database connectivity, reporting, search capabilities, service level
agreement management, asset management and the expansion of ESP's self-service
capabilities. For more information, contact Laine Latimer at 916-432-3710 or see http://espweb.teubner.com.
NETcall Technologies has announced WeBX version 3.0 call center
software. This new version incorporates Microsoft NetMeeting, which enables customers and
call center staff to view Web pages, share applications via the Internet and
simultaneously converse via the public telephone network. For more information, contact
David Dennis at 206-443-8004 or see www.text.100.com
Aristacom International, Inc. has announced the
CallEnabler-400, an intelligent call management solution for the IBM AS/400. Call
Enabler-400 is CTI middleware that resides on the AS/400 and provides the link between the
telephone information and AS/400- based applications and databases. For more information,
call 510-748-1500 or see www.aristacomintl.com.
Bosch Telecom has announced an Enterprise Development Kit
designed to assist customers with the prototyping and evaluation of enterprise and
workgroup computer-telephony applications. The kit, assembled with the assistance of
Dialogic Corporation, includes Bosch Integral 133xE Multiservice Switch, a Dialogic
CT-Connect™ CTI server and application consulting services. For more information,
contact Andreas Honig at Bosch at 908-769-2305 or Gary Good with Dialogic at 415-356-1015.
Comdial Corporation has announced its Personal Computer
Interface Unit (PCIU), a hardware/software solution that extends computer-telephony
functionality across all Comdial digital switches via the TAPI standard. The PCIU is a
desktop product consisting of a black box with multiple connectors for a digital port off
the switch, a Comdial display telephone, a PC serial port and electric power. The software
bundle includes a TAPI-compliant Service Provider Interface and the Visual Call
Management™ application package. For more information, contact Dick Bucci at
804-978-2525.
Melita International has developed UltraPACT™, a CTI
software solution designed to take advantage of the switching and call classification/
answer detection capabilities of Lucent and Aspect switches. UltraPACT communicates with
the PBX/ACD via an ethernet-based CTI link. For more information, contact Maryjane Stout
at 770-239-4402 or see www.melita.com
Ontario Systems Corporation has introduced a new application of
CT Vision designed to supplement an existing A/R system. The CT Vision Receivable
Management System is an integrated database extension that provides such tools as
automatic status updating, queuing, automated account flow processing, management control
and collector management tools. For more information, contact Jeffrey S. Imel at 800-283-
3227.
Pegasystems Inc. has announced PegaCALL, a CTI product that
uses customer data from the VRU/IVR to extract information from multiple legacy systems
and provide skills-based routing of customer calls. Customer profile information is passed
via a screen pop as the call is routed. For more information, contact Gwen Gulick at
617-374-9600, ext. 111, or see www.pegasystems.com
Voicetek Corporation has an-nounced Generations � OA&M, a
software option designed to add network management to Generations- based application
servers and VTK telephony servers. Generations is an object-oriented development and
run-time platform for developing and deploying interactive communication systems. Voicetek
has also announced MaxReach™, a modular and extensible suite of personal productivity
applications that telecommunications carriers can deploy for their subscribers on
Intelligent Peripherals and Service Nodes throughout the AIN. The modules can be used as
stand-alone services or as a total, seamless application. Subscribers can self-provision
via the carrier's Web sites or by using natural language over the phone. The package
includes voice dialing, personal assistant, single number service and unified messaging.
For more information, contact John Hill at 508-250-7641 or [email protected].
Advanced Access, Inc. has announced it has opened a new
teleservices center in Houston, Texas. The 180-seat center's primary focus is customer
service for consumer media products and public utility clients. Phase Two of the
construction will increase the capacity to 200 seats.
C.R. Dynamics & Associates, Inc. has moved to Ellicott
City, Maryland to a facility with a Lucent Technologies-designed telecommunications
infrastructure.
DialAmerica Marketing, Inc. has opened a 6,300-square-foot
facility in North Augusta, South Carolina. The new facility includes 84 workstations and
will employ about 200 telephone sales representatives. DialAmerica has 50 call centers.
Harte-Hanks Response Management has opened a new facility in
Langhorne, Pennsylvania. The new location has more than 104 workstations with room for
future expansion.
MarCom Technologies has announced the opening of their sixth
call center in Drexel Hill, Pennsylvania. The 10,000-square-foot facility operates 130
workstations, bringing MarCom to 711 workstations companywide. The Merchants Group has
expanded its operations to a 28,000-square-foot office space. Operator seats are
increasing from 250 to 400.
NACT Telecommunications Inc. has announced it has moved to a
new 40,000-square-foot facility in Provo, Utah.
Telerx has relocated its corporate headquarters to a
51,000-square-foot facility in Horsham, Pennsylvania. The building accommodates 300
interactive workstations and 50 private offices.
Transcom has opened a new 11,000-square-foot call center in
Daleville, Indiana. The facility is expected to employ 200 people to staff its 100
workstations.
Brooktrout Technology, Inc. has announced that Centigram's
OneView™ Web's fax capability is supported by Brooktrout's TR114 Series Universal
Port™ fax boards. OneView Web is the Internet version of Centigram's Worldview
multimedia unified messaging application on Centigram's Series 6 Communications Server.
Forte Software, Inc. has announced that Carlson Wagonlit Travel
has selected its Forte Application Environment™ as the foundation for its Traveler
System, a travel management call center system. The system will be developed using
Chordiant Software, Inc.'s Customer Communication Solution™, a customer interaction
application designed to create scalable, enterprisewide call center solutions.
Gage Marketing Group and Dover Pacific Computing have announced
their alliance to provide online commerce and fulfillment for catalog companies. Dover
Pacific will provide their catalog system Orders of Magnitude and Gage will provide
integration and technical support services.
ICT Group has formed an alliance with ALLTEL, a provider of
information processing management, outsourcing services and application software to the
financial, mortgage, health care and telecommunications industries. The alliance is part
of ICT Group's strategy to expand its service offerings.
The Info Group has announced a reseller agreement with Sprint
to provide call accounting and telemanagement solutions for Sprint customers.
Magic Solutions has announced that Lucent Technologies will
resell a specially designed version of Magic Solution's SupportMagic help desk product.
The solution will be available as part of Lucent's five Application Starter Packages
included with the DEFINITY ProLogix™ Solutions.
Micron Electronics Inc. has announced an alliance with 800
Support to provide customer service and help desk operations for users of Micron™'s
personal computers and workstations.
Spanlink Communications, Inc. and Aurora Systems, Inc. have
announced a contract to jointly develop a new release of Spanlink's ExtraAgent™ to be
integrated with a new release of Aurora's FastCall � . The new, integrated ExtraAgent
product will perform database call routing and screen pops.
Versatility Inc. has announced that Nortel and Nortel's
distributors will make available the Versatility Series as part of Nortel's Symposium
Partners Program.
Newbridge Networks will join Innovacom in the creation of
TechnoCom, a Paris-based venture capital company owned equally by both companies, which
will provide equity financing to emerging growth telecommunications technology companies
in France. Innovacom is the investment arm of France Telecom.
Quality Service Management is now offering bilingual Spanish
language call center services to potential clients through a joint venture with
Mexican-based Telemercado Integral Panamericano S.A. de C.V.
The Invest In Sweden Agency has announced that Sweden is an
ideal location to locate a call center. Over 95 percent of Swedish subscribers are
connected to digital switches, and fiberoptic links are well established in-country as
well as with foreign nations. There are 14 telecom providers in Sweden, it has an open
market for its physical infrastructure, leased lines, voice telephony, third-party voice
and cable TV services. Tariffs are among the lowest in Europe and Sweden is fully
compliant with EU regulations for the liberalization of telecom equipment and services.
For more information, contact Inger Hassel at 212-702-8780 or see www.isa.se
Information Management Resources, Inc. (IMR) has announced
plans to set up a U.K. software development center in Belfast, Northern Ireland, with a
workforce of 311.
The Netherlands Foreign Investment Agency has announced that
the Netherlands is a premier location for U.S. companies setting up call centers in
Europe. The Dutch telecom system offers competitive utility and phone tariffs and the
multilingual population makes it an excellent location for pan-European activities.
Unemployment is down to 6.6 percent and inflation averages at 2.1 percent, one of the
lowest among EU companies. Fiber-optics, research labs, teleports, ISDN and a virtually
100 percent digitized network with worldwide access via satellites and international
networks helps to further convince that the Netherlands are an excellent site for call
centers. For more information, contact Merril Springer at 212-715-1568 or see www.dutch-tele.com/us/
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