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Affinitec Call CenterSystems Castel Clarify Inc. Davox Corporation Dees Communications Executone Information Systems, Inc Group 1 Software Lucent Technologies Parlance Corporation Racal Recorders, Inc. Telamon Teleliaison Internet & Help Desk Products... Advantage kbs, Inc. Clarify Inc. Clientele Software, Inc. Computer Talk Technology RADLINX Inc. Telegenisys, Inc. Teubner & Associates, Inc. NETcall Technologies CTI Products... AristacomInternational, Inc. Bosch Telecom Comdial Corporation Melita International Ontario Systems Corporation Pegasystems Inc. Voicetek Corporation Expansions... AristacomInternational, Inc. C.R. Dynamics & Associates, Inc. DialAmerica Marketing, Inc. Harte-Hanks Response Management MarCom Technologies NACT Telecommunications Inc. Telerx Transcom Strategic Alliances... Brooktrout Technology,Inc. Forte Software, Inc. Gage Marketing Group ICT Group The Info Group Magic Solutions Micron Electronics Inc. Spanlink Communications, Inc. Versatility Inc. International News... Newbridge Networks Quality Service Management The Invest In Sweden Agency Information Management Resources, Inc. The Netherlands Foreign InvestmentAgency People...New Products... Affinitec Call Center Systems has introduced AgentView В® withSmartStats™, a software package that is designed to acquire, process and display dataor statistics from such sources as single and multiple ACD systems and SQL databases. Formore information, contact Susan Saldibar at 714-756-2700 or at saldibar@aaccorp.com. Castel has introduced Pursuit, a predictive dialing solutionutilizing the Nortel SL/1 switch in place of a dialer. Pursuit is a native predictivedialing software application that utilizes a business' existing host computers and PBXsystem to process and manage outbound calls. CTI technology is used to maximize outboundcall performance in a user-defined campaign or project environment. It provides unlimitedscalability, enterprisewide deployment utilizing existing infrastructure and host-baseddialing connecting calls to the agent best-suited to handle those calls. For moreinformation, contact Larry McAllister at 617-324-0140. Clarify Inc. has introduced ClearContracts, a contract managementsolution that automates such functions as: complex quoting, renewals, financial managementand entitlement tracking. For more information, call 408-573-3000 or see www.clarify.com. Davox Corporation has announced Release 2.2 of the Unison callmanagement system. This release supports inbound/outbound call blending through CTI links,as well as Davox's Script+, a user-customizable script development package. For moreinformation, contact Steve Wallace at 508-952-0216 or at wallace@davox.com. Dees Communications has announced version 2.1 of its Universe callcenter monitoring, quality assurance and training solution. The new version includes suchfeatures as: visual silence indication on recorded voice clips, conversion of voice filesto WAV format, automatic file distribution and management, enhanced database managementand enhanced customizable reports. For more information, contact Knox Henderson at800-663- 5601 or at sales@dees.com. Executone Information Systems, Inc. has announced Medley™, anintegrated telephone system designed for small and mid-sized businesses and branchoffices. Some of the system's standard features include voice mail, automatic calldistribution, Caller ID, verbal and visual help, Intelligent SoftKey™ prompting andautomatic fax detection. Medley supports up to 16 ports and 34 digital stations. For moreinformation, contact Tina Horne at 203- 882-6317 or see www.executone.comGroup 1 Software has announced DataDesigns Version 2.0. The newrelease has a Windows 95 interface and is designed to allow users to define and configurethe transaction data originating from their operating systems. The system also features arandom selection option, new data visualization tools and a data filtration report. Group1 has also released AccuMail 5.2, which includes an address change service that generatesan endorsement line on the mailing label; and AccuMail Developer's Toolkit 5.2, whichprovides support for Windows applications via a 32-bit Visual Basic for Applications. Formore information, call 888-413-6763 or see www.g1.com. Lucent Technologies has announced the DEFINITY В®ProLogix™ Solutions, which supports up to 500 stations and 600 ports. It has beendeveloped to meet the needs of both branch offices and midsize businesses withmultipremise networking needs. All the features of the DEFINITY ECS are included in theProLogix. Lucent has also announced CentreVu, a desktop CTI solution for call centerdesktops, and a new CTI software package called the TAPI Callbar. CentreVu features theCallmaster VI telephone and uses an agent's PC to provide CTI functionality. The TAPICallbar enables agents to access the features of the Lucent DEFINITY EnterpriseCommunications Server from their Windows PC. The entire solution integrates seamlesslywith existing TSAPI applications. For more information, contact Ryerson Schwark at908-953-7528 or at rschwark@lucent.com. Parlance Corporation has announced NameConnector™, a"dial by name" call routing service. The application enables a company toinclude up to 4,500 names in their system. Calls to an individual within a company areplaced by speaking the name of the person the caller wishes to reach. The system can beprogrammed 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 jimf@dickinson.com. Racal Recorders, Inc. has introduced an eight-channel WordnetJunior Digital Recording System. This system was designed for message archiving and replayapplications requiring lower call volumes and high-speed access. Telephone applicationsinclude monitoring malicious calls and security threats, and recording calls in branchoffices, trading floors and call centers. For more information, contact C.J. Elias-West at714-727-3444 or see www.racalrecord.com. Telamon has announced the addition of Windows NT capability forTelAlert; the new version now supports a variety of UNIX and NT platforms. TelAlert is ageneral-purpose paging/ voice notification and response product, designed to notifysupport personnel about system or network problems detected by management platforms orhelp desk applications. For more information, contact Don Grind at 916-622- 0630 or at don@solcentr.com. Teleliaison has announced a new line of telephony hardware. TheGenius Independence MP120 Modular Platform supports interfaces for multiple telephonelines in a single chassis. The Genius Independence PP32 Plug and Play Card supports E1, T1and ISDN lines, is digital and supports 32 ports. The Genius Independence SAM4 Stand AloneModule supports loop start, ground start and DID phone lines; a combination of all threemay be accommodated within the unit's two available bays. For more information, contactGeorges Bettan at 514-636- 5151 or georgeb@teleliaison.ca.Internet & Help Desk Products... Advantage kbs, Inc. has announced two additions to itsIQSupportSolution Suite — IQWeb and IQWeb Pro. IQWeb is designed to enable customersto resolve support themselves using a standard Web browser. If a user cannot solve theproblem, all troubleshooting steps are saved in the support center's problem trackingsystem for later review. IQWeb Prois designed to enable a call center to address thelogistics in establishing a virtual call center. For more information, contact Helen Morseat 732-287-2236 or see www.akbs.comClarify Inc. has announced it will incorporate Diffusion,Inc.'s IntraExpress information delivery technology into its sales and marketing, customersupport and field service solutions. IntraExpress acts as an "informationbroker" pushing information to a pre-defined group of people. The new applicationmodule will be called ClearEnterprise IntraExpress. For more information, call408-573-3000 or see www.clarify.com.Clientele Software, Inc. has announced Clientele В® DefectTracking, Training and Inventory add-on features for small to mid-sized organizations.Defect tracking enables users to report, track and close defects; Training enables usersto track the training needs of customers; Inventory provides a complete system formanaging inventory. For more information, contact Phyllis McCanna at 503-612- 2773 or see www.clientele.com.Computer Talk Technology has announced ICEScape В® , which isdesigned to allow Internet users to conduct a real-time telephone conversation whilemaintaining the Internet data link with a company's Web page. The ICEScape serverintegrates with a company's existing telephone system, allowing agents to receiveInternet-based calls over their regular telephone sets. Agents are also presented withinformation about the caller and can view the Web page the customer is viewing. For moreinformation, 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 ableto send faxes over their Intranet/Internet instead of using the PSTN. PF-1M automaticallyprovides least-cost routing, the fax message is transferred online in real-time, andprovides 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 varda@radlinx.com. Telegenisys, Inc. has announced a JAVA-based predictive dialer.It is a scalable, multiplatform system that permits remote TSRs, supervision, listloading, real-time monitoring, system database management, database update and otherfeatures. The system uses a browser access and secure applets to communicate with remoteparties. For more information, contact Rene Pouteau at 510-210-8900, ext. 812 or sales@telegenisys.com. Teubner & Associates, Inc. has announced The Expert SupportProgram Version 3.0 (ESP) for Windows 95 and NT. This version contains enhancements inease-of-use, database connectivity, reporting, search capabilities, service levelagreement management, asset management and the expansion of ESP's self-servicecapabilities. 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 centersoftware. This new version incorporates Microsoft NetMeeting, which enables customers andcall center staff to view Web pages, share applications via the Internet andsimultaneously converse via the public telephone network. For more information, contactDavid Dennis at 206-443-8004 or see www.text.100.comCTI Products... Aristacom International, Inc. has announced theCallEnabler-400, an intelligent call management solution for the IBM AS/400. CallEnabler-400 is CTI middleware that resides on the AS/400 and provides the link between thetelephone 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 Kitdesigned to assist customers with the prototyping and evaluation of enterprise andworkgroup computer-telephony applications. The kit, assembled with the assistance ofDialogic Corporation, includes Bosch Integral 133xE Multiservice Switch, a DialogicCT-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 ComputerInterface Unit (PCIU), a hardware/software solution that extends computer-telephonyfunctionality across all Comdial digital switches via the TAPI standard. The PCIU is adesktop product consisting of a black box with multiple connectors for a digital port offthe switch, a Comdial display telephone, a PC serial port and electric power. The softwarebundle includes a TAPI-compliant Service Provider Interface and the Visual CallManagement™ application package. For more information, contact Dick Bucci at804-978-2525. Melita International has developed UltraPACT™, a CTIsoftware solution designed to take advantage of the switching and call classification/answer detection capabilities of Lucent and Aspect switches. UltraPACT communicates withthe PBX/ACD via an ethernet-based CTI link. For more information, contact Maryjane Stoutat 770-239-4402 or see www.melita.comOntario Systems Corporation has introduced a new application ofCT Vision designed to supplement an existing A/R system. The CT Vision ReceivableManagement System is an integrated database extension that provides such tools asautomatic status updating, queuing, automated account flow processing, management controland collector management tools. For more information, contact Jeffrey S. Imel at 800-283-3227. Pegasystems Inc. has announced PegaCALL, a CTI product thatuses customer data from the VRU/IVR to extract information from multiple legacy systemsand provide skills-based routing of customer calls. Customer profile information is passedvia a screen pop as the call is routed. For more information, contact Gwen Gulick at617-374-9600, ext. 111, or see www.pegasystems.comVoicetek Corporation has an-nounced Generations В® OA&M, asoftware option designed to add network management to Generations- based applicationservers and VTK telephony servers. Generations is an object-oriented development andrun-time platform for developing and deploying interactive communication systems. Voicetekhas also announced MaxReach™, a modular and extensible suite of personal productivityapplications that telecommunications carriers can deploy for their subscribers onIntelligent Peripherals and Service Nodes throughout the AIN. The modules can be used asstand-alone services or as a total, seamless application. Subscribers can self-provisionvia the carrier's Web sites or by using natural language over the phone. The packageincludes voice dialing, personal assistant, single number service and unified messaging.For more information, contact John Hill at 508-250-7641 or jhill@voicetek.com. Expansions...Advanced Access, Inc. has announced it has opened a newteleservices center in Houston, Texas. The 180-seat center's primary focus is customerservice for consumer media products and public utility clients. Phase Two of theconstruction will increase the capacity to 200 seats.C.R. Dynamics & Associates, Inc. has moved to EllicottCity, Maryland to a facility with a Lucent Technologies-designed telecommunicationsinfrastructure. DialAmerica Marketing, Inc. has opened a 6,300-square-footfacility in North Augusta, South Carolina. The new facility includes 84 workstations andwill employ about 200 telephone sales representatives. DialAmerica has 50 call centers. Harte-Hanks Response Management has opened a new facility inLanghorne, Pennsylvania. The new location has more than 104 workstations with room forfuture expansion. MarCom Technologies has announced the opening of their sixthcall center in Drexel Hill, Pennsylvania. The 10,000-square-foot facility operates 130workstations, bringing MarCom to 711 workstations companywide. The Merchants Group hasexpanded its operations to a 28,000-square-foot office space. Operator seats areincreasing from 250 to 400. NACT Telecommunications Inc. has announced it has moved to anew 40,000-square-foot facility in Provo, Utah. Telerx has relocated its corporate headquarters to a51,000-square-foot facility in Horsham, Pennsylvania. The building accommodates 300interactive workstations and 50 private offices.Transcom has opened a new 11,000-square-foot call center inDaleville, Indiana. The facility is expected to employ 200 people to staff its 100workstations. Strategic Alliances... Brooktrout Technology, Inc. has announced that Centigram'sOneView™ Web's fax capability is supported by Brooktrout's TR114 Series UniversalPort™ fax boards. OneView Web is the Internet version of Centigram's Worldviewmultimedia unified messaging application on Centigram's Series 6 Communications Server. Forte Software, Inc. has announced that Carlson Wagonlit Travelhas selected its Forte Application Environment™ as the foundation for its TravelerSystem, a travel management call center system. The system will be developed usingChordiant Software, Inc.'s Customer Communication Solution™, a customer interactionapplication designed to create scalable, enterprisewide call center solutions. Gage Marketing Group and Dover Pacific Computing have announcedtheir alliance to provide online commerce and fulfillment for catalog companies. DoverPacific will provide their catalog system Orders of Magnitude and Gage will provideintegration and technical support services. ICT Group has formed an alliance with ALLTEL, a provider ofinformation processing management, outsourcing services and application software to thefinancial, mortgage, health care and telecommunications industries. The alliance is partof ICT Group's strategy to expand its service offerings. The Info Group has announced a reseller agreement with Sprintto provide call accounting and telemanagement solutions for Sprint customers. Magic Solutions has announced that Lucent Technologies willresell 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 Packagesincluded with the DEFINITY ProLogix™ Solutions. Micron Electronics Inc. has announced an alliance with 800Support to provide customer service and help desk operations for users of Micron™'spersonal computers and workstations. Spanlink Communications, Inc. and Aurora Systems, Inc. haveannounced a contract to jointly develop a new release of Spanlink's ExtraAgent™ to beintegrated with a new release of Aurora's FastCall В® . The new, integrated ExtraAgentproduct will perform database call routing and screen pops. Versatility Inc. has announced that Nortel and Nortel'sdistributors will make available the Versatility Series as part of Nortel's SymposiumPartners Program.International News... Newbridge Networks will join Innovacom in the creation ofTechnoCom, a Paris-based venture capital company owned equally by both companies, whichwill provide equity financing to emerging growth telecommunications technology companiesin France. Innovacom is the investment arm of France Telecom. Quality Service Management is now offering bilingual Spanishlanguage call center services to potential clients through a joint venture withMexican-based Telemercado Integral Panamericano S.A. de C.V. The Invest In Sweden Agency has announced that Sweden is anideal location to locate a call center. Over 95 percent of Swedish subscribers areconnected to digital switches, and fiberoptic links are well established in-country aswell as with foreign nations. There are 14 telecom providers in Sweden, it has an openmarket for its physical infrastructure, leased lines, voice telephony, third-party voiceand cable TV services. Tariffs are among the lowest in Europe and Sweden is fullycompliant 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.seInformation Management Resources, Inc. (IMR) has announcedplans to set up a U.K. software development center in Belfast, Northern Ireland, with aworkforce of 311. The Netherlands Foreign Investment Agency has announced thatthe Netherlands is a premier location for U.S. companies setting up call centers inEurope. The Dutch telecom system offers competitive utility and phone tariffs and themultilingual 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 thelowest among EU companies. Fiber-optics, research labs, teleports, ISDN and a virtually100 percent digitized network with worldwide access via satellites and internationalnetworks helps to further convince that the Netherlands are an excellent site for callcenters. For more information, contact Merril Springer at 212-715-1568 or see www.dutch-tele.com/us/ People... Innovative TeleSolutions, a telemarketing service agency, has hired RandyBoyts as chief financial officer and James Reid was named vice president of salesand marketing. Richelle Eckles Litteer has been named director, new businessdevelopment — consumer communications at DialAmerica Marketing, Inc.,an outbound phone marketing service agency. EIS International, Inc., a provider of integrated call centermanagement software, systems and services, has appointed Joe Smith as senior vicepresident of worldwide sales and marketing. Jim Van Housen has been appointed director of client services at AccessDirect Telemarketing, Inc., an outbound telemarketing service provider. Rockwell Switching Systems Division, a supplier of mission-criticalcall center systems and customer relationship management solutions, has named MichaelCaglarcan vice president and general manager. Eric E. Lawton has been appointed vice president, marketing andcommunications at Belgacom North America; Belgacom is Belgium's nationaland international telecommunications carrier. Precision Response Corporation, a teleservices agency, has announcedthat W. Richard White has been named as a vice president of the company. Martin Bodelson has been named district sales manager at XantelCorporation, a developer of computer- telephony software. Noble Systems Corporation, a provider of call center managementsolutions, has appointed Dan Donaldson to the position of senior vicepresident of sales and marketing. George Matz has been appointed senior vice president of world sales atBoston Technology, Inc., a provider of systems and software fornetwork-based providers of enhanced messaging services. вЂў Speech Technology Excellence Award Entries Open вЂў TMCnet Welcomes Rick Bye as Newest Columnist вЂў TMC Names Best of Show Winners of INTERNET TELEPHONY Conference & EXPO East 2008 вЂў Interactive Intelligence Receives Record Page Views on Highest Trafficked Contact Center Site on the Web вЂў Call for Entries for the IP Contact Center Technology Pioneer Award Presented by Customer Interaction Solutions Magazine вЂў Bob Emmerson Joins TMC as New European Editor вЂў New Podcast Library Launched On TMCnet вЂў TMC Announces 100 Sponsored Communities Now Live on TMCnet вЂў VoIP & Communications Developers - We've heard you вЂў 2008 CRM Excellence Awards Winners Announced by Customer Interaction Solutions Magazine вЂў TMC Promotes Kevin Kiley to VP of Finance; Announces Other Staff Appointments вЂў TMCnet Welcomes Dan Miller as a Featured Monthly Columnist вЂў TMC's Unified Communications Magazine Announces 2007 Product of the Year Award Winners вЂў TMCnet Welcomes Peter Radizeski as a Newest Blogger вЂў Twenty-Third Annual Top 50 Inbound Teleservices Agencies Ranking Announced by Customer Interaction Solutions Magazine 3rd Annual VoIP Developer ConferenceAugust 8-10, 2006 - Westin Santa ClaraSanta, Clara, CA вЂў http://www.voipdeveloper.comTMC's Customized Keymail Alertand RSS Service Usage Instructions To receive daily e-mail alerts and RSS URLs of stories posted on TMCnet.com, please enter keyword terms to match and your e-mail address. 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