|
|
Tip Sheet |
|
|
ICCM '99/CRMS '99 |
||
|
Lakeside Center at McCormick Place, Chicago, IL |
||
|
August 30 - September 2, 1999 |
|
|
Tip Sheet |
|
|
ICCM '99/CRMS '99 |
||
|
Lakeside Center at McCormick Place, Chicago, IL |
||
|
August 30 - September 2, 1999 |
|
Welcome to the online Tip Sheet for ICCM '99/CRMS '99. Below is a grid of press events that you should be aware of and tips from exhibitors for your information. ICCM '99/CRMS '99 Press center is #E261. Press conference/interview room is #E260. Pre-registered press and analysts should go to the registration counter marked "Speaker/Press"; badges will be waiting; press welcome kits can be picked up in the press center. Exhibitor press kits will be in the press center. All new on-site registrants (you guys who didn't want to tell us you were coming) will need to show credentials at either the press/speaker desk or in the press center. |
|
|
|
Bob |
|
ICCM '99/CRMS '99 |
|||
|
Monday |
1:00 PM |
Application Site Tours |
|
|
Tuesday |
8:45 AM |
State of Call Center/Internet |
Dan Van Doren, Lori Bocklund |
|
|
11:45 AM |
Manager of Year Awards |
|
|
|
2:00 PM |
Press Conference |
NEC |
|
Wednesday |
8:50 AM |
ICCM Keynote |
Richard Teerlink |
|
|
9:00 AM |
CRMS Keynote |
Roger Dow |
|
Thursday |
9:00 AM |
CRM Crossfire |
CNNs Bill Press & SSFAs Tom Villani |
|
Exhibitor Highlights & Tips |
|
You are cordially invited to attend the NEC America Press Conference at the 1999 ICCM show Tuesday, August 31, 1999 2:00 p.m. Press Room Lakeside Center at McCormick Place Chicago, IL * Introducing a new application software that creates a unified call center with a network of NEAX® 2400 IMX PBXs without regard to geographical location * Demonstrating an IP enabled call center - the NEAX ® Express PBX- demoed through our Dterm® IP telephones * Detailing updates on our current call center solutions Please RSVP to Patricia Williams at 972/518-5595 or email at patricia.williams@cng.dl.nec.com |
|
AlignMark |
StockSymbol: NA |
#142 |
alignmark.com |
|
Marlene H. Frith |
407-875-1102 |
MFrith@alignmark.com |
|
|
AlignMark, a division of Thomson Learning, announced that use of its AccuTel system helps AAA clubs reduce time to fill call center positions by up to 40 percent and has substantially reduced annual turnover. AccuTel is an IVR sourcing and selection system used to screen potential job applicants. The product is often used in conjunction with AccuVision, an AlignMark video-based job simulation system that helpspredict a candidate's probability of success on the job. |
|||
|
|
|
|
|
|
Aspect Telecommunications |
StockSym: ASPT |
#500 |
aspect.com |
|
Jennifer Sims |
408/325-2823 |
jennifer.sims@aspect.com |
|
|
|
|
|
|
|
Assessment Solutions Incorporated |
StockSym: ASIS |
#1264 |
asisolutions.com |
|
Patricia Gambale |
212-319-8400 |
pgambale@asisolutions.com |
|
|
Dennis Stevens |
212-319-8400 |
stevens@asisolutions.com |
|
|
Stuart Pearlman |
212-530-7543 |
stuart_pearlman@p2pr.com |
|
|
|
|||
|
BBI Bremen Business International |
StockSymbol: NA |
#1162 |
bremen-business.de |
|
Petra Bullwinkel |
+4942117466-26 |
bullwinkel@bremen-business.de |
|
|
Product to be announced at show |
European Call Center location 'State of Bremen' |
||
|
The State of Bremen - Big in Service --The State of Bremen is renowned known for its seaports, and as a preferred location for customer communications in Germany. Bremen's long tradition in foreign trade and logistics has established a strong attitude of customer-orientation. Call centers find excellent support on their way to becoming multimedia customer communication centers in Bremen. |
|||
|
|
|||
|
BCS Technologies, Inc. |
StockSy: CORT |
#731 |
bcstechnologies.com |
|
Sarah Cresap |
303-713-3000 |
cresap@bcstechnologies.com |
|
|
New Products that have been introduced |
VoIP card and Email Queing for the DSP2000 ACD |
||
|
BCS Technologies, Inc. manufactures the DSP2000 ACD and specializes in providing complete custom call center solutions and excellent service to all types of call centers. We are experts in ACDs, and in the development of CTI applications, IVR, IAS, custom reports and displays, dynamic routing, web-enabled products, and more that will improve customer service and efficiency in your call center. |
|||
|
|
|||
|
Call Center Coach, LLC |
StockSymbol: NA |
#159 |
CallCenterCoach.com |
|
Anne Nickerson |
860-872-2884 |
anne@CallCenterCoach.com |
|
|
New Product to be announced |
Call Center Managment Development |
||
|
New Products previously introduced |
Telephone Talk Show and Call Center Clinic |
||
|
The Call Center Management Development product is an internet based assessment tool for individuals to idenify their strengths and areas for improvement. It is a competency based validated tool, with a researched learning map connected to each competency area. Includes an on-line development planning worksheet, and mastery test for certification. |
|||
|
|
|||
|
Easyphone |
StockSymbol: NA |
#614 |
easyphone.com |
|
Annabel Earle |
408 965 1700 |
ale@easyphone.com |
|
|
|
|||
|
eGain Communications |
StockSymbol: NA |
#853 |
egain.com |
|
Jessica Ly |
408-737-7400 |
jly@egain.com |
|
|
New Products that have been introduced |
EMS and WCS |
||
|
1) Email Management System: The eGain Email Management System (eGain EMS) is an email call center that helps customer service departments route, track and respond to today's high volumes of electronic customer communications. |
|||
|
2) Web Collaboration System: eGain Web Collaboration System (eGain WCS) is a proven mission-critical solution that enables eCommerce companies to deliver world-class customer service over the Web. The system gives your customer service representatives (CSRs) the ability to answer customer questions and offer assistance in real-time, providing your customers with immediate help when they need it most - at the point-of-sale. |
|||
|
|
|||
|
CALLcenterLIVE/ TCS Management Group, Inc |
StockSymbol: NA |
#1000 |
tcsmgmt.com |
|
Jennifer Stroud |
615-221-6842 |
Jennifer_Stroud@tcsmgmt.com |
|
|
CALLcenterLIVE Exhibit to Showcase TCS SeriesFive Software |
|||
|
The CALLcenterLIVE exhibit at the Incoming Call Center Management Conference & Exposition (ICCM) in Chicago, Ill., Aug. 30-Sept. 2, will showcase the SeriesFive generation of TCS workforce management software. TCS SeriesFive is a 32-bit, client/server application capable of multiskill call volume forecasting and staff scheduling to help call centers meet customer service and revenue goals while minimizing labor costs. As a real-time demonstration of the "call center of the future," CALLcenterLIVE offers a close-up look of the customer and enterprise benefits made possible by the skillful integration of business processes, people and leading technologies of more than 15 participating industry vendors, including TCS. CallcenterLIVE is designed to show industry professionals how a call center can operate successfully using some of the best technologies today and how to incorporate those technologies into their own existing work environments. This working call center exhibit will be open from 4 p.m. to 7 p.m. on Tuesday, Aug. 31; 10 a.m. to 5 p.m. on Wednesday, Sept. 1; and 10 a.m. to 4 p.m. on Thursday, Sept. 2. TCS will introduce TCS AutoPilot, a new workforce management solution designed to meet the needs of the small call center. Certification will be awarded to eight call center professionals during a 5 p.m. CCU graduation ceremony on Tuesday, Aug. 31 TCS Management Group, Inc. is the world's leading provider of workforce management solutions with software installations in more than 2,300 call centers in 40 countries. |
|||
|
|
|||
|
Clarify Inc. |
StockSym: CLFY |
#630 |
clarify.com |
|
Susan MacCall |
408.965.7581 |
smaccall@clarify.com |
|
|
Erica Lee/ Blanc & Otus |
415.912.2300 |
elee@blancandotus.com |
|
|
New Products that have been introduced |
Clarify eFrontOffice |
||
|
Clarify eFrontOffice turns the call center into a commerce center by allowing companies to integrate all customer touch points - web, email, phone, IVR or in person - and enable self-service and self-sales via the Internet. |
|||
|
|
|||
|
CNT (Computer Network Technology) |
StockSy: CMNT |
#130 |
www.cnt.com |
|
JenniferRoos |
612-797-6734 |
Jennifer_roos@cnt.com |
|
|
Julie Redard |
617-450-4234 |
julie.redard@cbpr.com |
|
|
New Products that have been introduced |
Enterprise/Access 2000 |
||
|
Enterprise/Access 2000 from CNT creates a "zero coding" environment, enabling call centers to quickly develop and deploy new applications that tap into legacy systems. In real-time, this software gathersand presents all the information a service representative needs todeliver superior customer service. Enterprise/Access will be part of CALLcenterLIVE, a demonstration integrating today's leading technologies. |
|||
|
|
|||
|
FileNET Corp. |
StockSy: FILE |
#540 |
fileNET.com |
|
Tom Hennessey |
714-662-5050 |
thennessey@fileNET.com |
|
|
Shannon Jenkins |
949-797-1300 |
shannon.jenkins@cbpr.com |
|
|
|
|||
|
Fujitsu Business Communication Systems |
StockSymbol: NA |
#847 |
fbcs.fujitsu.com |
|
Luis Gonzalez |
480-921-4827 |
lgonzalez@fbcs.fujitsu.com |
|
|
Kevin Tanzillo |
972-479-2055 |
kevin.tanzillo@fnc.fujitsu.com |
|
|
Fujitsu Business Communication Systems, Inc., provides intelligently integrated voice, data, and video network solutions for the North American business information technology market. It develops, manufactures, and services innovative telecommunications products, such as digital phone systems and video conferencing equipment, with a focus on providing reliable products and dependable service. |
|||
|
|
|||
|
GeoTel Communications /Cisco Systems |
|
#430 |
cisco.com |
|
Nancy Pieretti |
978/275-5149 |
nancyp@cisco.com |
|
|
Cisco Systems Enters Call Center Market through its Acquisition of GeoTel Communications Corporation. |
|||
|
ICCM' 99 will debut Ciscos entrance into the call center market. Join Cisco at booth # 430 to see Ciscos multimedia contact management and computer telephony integration (CTI) software products that give companies the flexibility to interact with their customers via phone, Web, fax and e-mail while maintaining tight integration with existing ACD, IVR, network and desktop applications. By unifying the systems underlying voice and data distribution, Cisco enables companies to implement New World solutions at their own pace while leveraging their current technology infrastructure investments. Moreover, the ability to manage every contact center resource from a single control point enables companies to rapidly adapt their operations to evolving customer expectations and changing market conditions. Please stop by Cisco booth # 430 for additional information about Cisco and its intelligent contact management solutions. |
|||
|
|
|||
|
Interactive Software Systems |
StockSymbol: NA |
#1151 |
callcenter.com |
|
Al Cuccinelli |
877-e-FORCE1 |
acuccinelli@callcenter.com |
|
|
Jodi Wallace/JMW & Company |
203.838.6932 |
JWallace@consultant.com |
|
|
New Product to be announced at show: eFORCE Workforce Management System |
|||
|
Interactive Software Systems annouces e-FORCE™, a powerful enterprise workforce management software suite designed to meet the workforce forecasting and scheduling needs of the enterprise and extended contact center. e-FORCE is the only workforce management product to provide an intuitive web-based user interface and the ability to connect to both Microsoft SQL Server and Oracle databases.e-FORCE is the first system to be offered through alternate delivery channels: e-FORCE 2K™, the client server version; e-FORCE Net@ccess™, the Internet solution, and e-FORCE @Your Service™, a total outsourcing service. |
|||
|
|
|||
|
Interactive Intelligence, Inc. |
StockSymbol: NA |
#1201 |
www.inter-intelli.com |
|
David Fuller, |
317-715-8281 |
david.fuller@inter-intelli.com |
|
|
Interactive Intelligence® will demonstrate the latest release of its award-winning "all-in-one" communications server, the Enterprise Interaction Center® (EIC) version 1.3. Featured every hour, this live demo will include new call control features, Multimedia Queuing, Unified Messaging, and Web enhancements, with a special focus on Web-enabling the call center. |
|||
|
New Product to be announced at show: |
Enterprise Interaction Center (EIC) version 1.3 |
||
|
Interactive Intelligence® develops the Enterprise Interaction Center® (EIC), an "all-in-one" Windows NT-based communications server that replaces proprietary communication devices such as PBXs, ACDs, IVRs, voice mail systems, fax servers, voice loggers, Web gateways, and CTI middleware systems. EIC provides a total communications solution for call centers, enterprises and service providers. |
|||
|
|
|||
|
ISC, Consultants, Inc. |
StockSymbol: NA |
#661 |
isc.com |
|
David Koosis |
212.477.8800 |
davidk@isc.com |
|
|
Steven |
212.721.5529 |
smb@inch.com |
|
|
Founded in 1973 and privately held, ISC is a full-service consulting firm specializing in the development of inbound/outbound call center optimization solutions. Over the past twenty-five years, ISC has provided a range of technical support to call centers in the telecommunications, financial services, high-tech, pharmaceutical, and entertainment industries. |
|||
|
ICCM/CRMS '99 News: ISC Unveils "Irene" First "Smart" Call Center Workforce Management Solution |
|||
|
Embargo until August 30, 1999 - 9:00 am EST |
|||
|
ISC CONSULTANTS, INC., UNVEILS "IRENE," FIRST "SMART" CALL CENTER WORKFORCE MANAGEMENT SOLUTION, AT ICCM--"Learns" Call Center Characteristics, Enabling It To Forecast Future Demands |
|||
|
NEW YORK, NY, August 30, 1999 -- ISC Consultants, Inc. (http://www.isc.com), a full-service consulting firm specializing in the development of call center solutions, today released IRENE, the industry's first scalable "smart" browser-based forecasting and scheduling software for call centers, at the ICCM Conference (Booth 661). IRENE's design meets the needs of every call center -- large, commercial operations, through an enterprise version, -- or smaller call centers through its Internet-enabled1-click scheduling and 1-click forecasting capabilities. "In developing IRENE, ISC acknowledged the capabilities of the workforce management software on the market today. Then, we treated that as a starting point," noted David Koosis, vice president, technology. "Our major customers, kept asking us to add features that they were looking for. Then, ISC married that list to our more than thirty years of experience. The end result is IRENE." ISC's forward thinking is also demonstrated in IRENE's pay-as-you-go business model, which enables companies to own or lease the software, with low up-front costs. "The advances IRENE delivers to the call center industry represent the potential for the highest return-on-investment for any workforce management solution on the market today," said Koosis. The powerful, full-featured program enables companies to operate at the highest levels of efficiency. IRENE includes a series of sophisticated data analyses and ranking formulas that compile scheduling data against complex constraints, enabling IRENE to deliver "smart" forecasts and schedules, a leading means to improve call center efficiency, according to a recent Frost & Sullivan report. "Forecasting and scheduling in conjunction with skills-based routing software can drastically improve agent efficiency." Primary among the real-world factors considered in IRENE's development was that the program accommodate agentsí diverse skill-base, as well as their flexible work availability. IRENE includes a skill-based classification, and enables call center managers to define their own schedules (which can be as short as a one or two-hour tour) instead of imposing rigid, defined "shifts." IRENE is available from any Internet-based browser, ensuring access not only to management, but to agents, so they, themselves (with appropriate authorization) can easily input their own shift trades and preferences, day-off requests, and other administrative tasks which previously required manual intervention. Through browser-based access, IRENE can be used for multiple call centers across multiple locations, obviating any additional software installation. Reduced training time is another benefit, as computer-literate new hires have previously been exposed to browser programs. Unlike other workforce management systems based on proprietary database technologies, IRENE's programming is based on recognized industry standards such as SQL, XML, HTML, ODBC and NT, and data can be exported to programs currently in use, such as Excel and Word. The program is also designed to minimize disruption in program upgrades, which can be done transparently via the Internet. |
|||
|
|
|||
|
LearningByte International |
StockSymbol: NA |
#440 |
learningbyte.com |
|
Anne Aarness |
612.543.3556 |
aaarness@learningbyte.com |
|
|
LearningByte International develops custom online training applications that help improve the effectiveness, consistency and timeliness of skills training. The company combines sound instructional design and Java-based multimedia technology to provide a rich, interactive learning environment - designed for deployment via the Internet, intranet, LAN/WAN, CD-ROM or any combination. |
|||
|
|
|||
|
MCK Communications |
StockSymbol: NA |
#1441 |
mck.com |
|
Amy Gelpey |
617-454-6100 |
amy_gelpey@mck.com |
|
|
Joan Lockhart |
617-454-6100 |
joan_lockhart@mck.com |
|
|
New Products that have been introduced |
EXTender 3000 for IDSL, IP EXTender 4000 |
||
|
MCKs remote voice and data solutions provide off-premises workers with seamless connectivity to corporate voice and data networks, including 4-digit dialing, intercom, conferencing, transfer, voice mail signaling and full ACD features. MCK will be demonstrating the BRANCH OFFICE EXTENDER and a range of ISDN, Analog, Cable and xDSL products. |
|||
|
|
|||
|
Mercom Systems |
StockSymbol: NA |
#1356 |
mercom.com |
|
Kristy C. Needham/ALAN WEINKRANTZ |
210-820-3070 |
kristyn@weinkrantz.com |
|
|
The ICCM '99 / CRMS '99 show is approaching quickly, where Mercom Systems (www.mercom.com) will be exhibiting a new product offering in booth #1356. I am securing press appointments for Mercom at the show and would like to request a meeting between you and Bob Jagendorf, Director of Marketing for Mercom, to discuss industry trends and new developments at the company. |
|||
|
Mercom is a leading provider of computer telephony recording solutions in the call center and related industries. Mercom's flagship product, Audiolog, is an open architecture multi-channel digital voice logger. With a foundation built upon Microsofts' Windows NT operating system, Audiolog uses convenient features such as drag-and-drop to manage, transfer, retrieve and playback calls. |
|||
|
|
|||
|
Melita International |
StockSym: MELI |
#623 |
melita.com |
|
Michelle Rowley |
770-239-4484 |
mrowley@melita.com |
|
|
New Products to be introduced XChange |
|||
|
New Products that have been introduced Melita Xchange |
|||
|
Introducing Melita XChange -- the integrated call center management solution for contact organizations that's easy to operate and simple to set up. Based on Windows NT, so it's easy to use and train, this powerful interaction-driven contact management system will enhance customer relationships and day-to-day business operations. |
|||
|
|
|||
|
NEC America, Inc. |
StockSymbol: NA |
#300 |
cng.dl.nec.com |
|
Judy Graham |
972-518-4404 |
graham@cng.dl.nec.com |
|
|
NEC America Inc., Corporate Networks Group is highlighting CCInnovations - Innovative Solutions for Customer Care. Showcased applications include the IP-Enabled Call Center; Call Center routing; Networked Call Center capabilities; Supervisor and Agent Applications; and other applications designed to enhance customer service. NEC is also highlighting integrated capabilities including e-mail integration, workforce management and digital call logging. |
|||
|
|
|||
|
Nortel Networks |
StockSymbol: NT |
#600/#801 |
nortelnetworks.com |
|
Brett Van Sledright |
(408) 495-2386 |
bvansled@nortelnetworks.com |
|
|
"Nortel Networks, a leading call-center vendor, will highlight new versions of its Symposium Call Center Server, Symposium Agent call-center productivity software and Symposium WebResponse Server email response management system. Other demonstrations will include Symposium Express Call Center, IVR and the Symposium Partners Program and Business Affiliates Program." |
|||
|
|
|||
|
Omega Performance |
StockSymbol: NA |
1405 |
omega-performance.com |
|
Gretchen Bazeley |
704-525-9536 |
gbazeley@omega-performance.com |
|
|
New Product to be announced at show |
High Performance TeleService: Close Call! |
||
|
New Products that have been introduced |
Performance Coach and Just in Case |
||
|
The newest addition to our award-winning High Performance series is TeleService-Close Call! Close Call immerses financial service call center representatives in hands-on situations with actual inbound callers- each presenting realistic needs and attitudes- so they can learn to quickly identify needs and solve problems before assisting "live" customers over the phone. |
|||
|
|
|||
|
PaylinX Corporation |
StockSymbol: NA |
#1320 |
paylinx.com |
|
Rob Woodruff |
314/692-0929 |
rwoodruff@paylinx.com |
|
|
Jim Welch/Burson-Marsteller |
415/591-4057 |
jim_welch@bm.com |
|
|
|
|||
|
Periphonics Corporation |
StockSymbol: NA |
#655 |
peri.com |
|
Anne Strauss |
516-468-9591 |
anne.strauss@peri.com |
|
|
Periphonics will be making an exciting announcement regarding additional capabilities to our call center solutions at the upcoming ICCM show. As a member of the press, you are cordially invited to visit us at Booth #655 to be among the first to hear about our latest technologies. |
|||
|
|
|||
|
Racal Recorders |
StockSymbol: NA |
#131 |
racalusa.com |
|
Melanie Covington |
800-375-7657 |
mcovington@racalusa.com |
|
|
|
|||
|
Rockwell Electronic Commerce |
StockSym: ROK |
#101, St 1 |
ec.rockwell.com |
|
Michael Collyer |
630-227-8212 |
collyer@ec.rockwell.com |
|
|
Carol Marino |
847-705-0040 |
carol.marino@techimage.com |
|
|
Rockwell Electronic Commerce is the leading global provider of quality customer contact management solutions. The company is dedicated to providing a true open-systems, customer-focused platform through its "best-of-breed" product strategy. It provides toolkits and technical support to hardware and software vendors, including competitors, to ensure customers have the broadest variety of options for success. |
|||
|
Story Ideas from Rockwell Electronic Commerce Rockwell Demonstrates Leading Open System CTI Products at ICCM 99 Rockwell Electronic Commerce will demonstrate its award-winning open system customer contact technology, including Call Center Studio™, Call Center Commander™, Rockwell Transcend™ and Multimedia Contact Routing at ICCM 99, August 31 September 2, booth number 101 at McCormick Places Lakeside Center in Chicago. Jim Brockschmidt, Rockwell Electronic Commerce Software Business Development Manager, will discuss how leading, customer-driven companies are re-evaluating their customer relations, at 2:00 p.m., September 2nd during his presentation, "Between Hello and Goodbye: How to Evaluate the Customer Relationship." Contact Tech Image for more details or to schedule a booth appointment. Rockwell is Harnessing the Power of the Internet and Delivering Sophisticated Service to Web-based Businesses According to Forrester Research, consumers will spend more than $1.8 trillion online by 2003. The Boston consulting group says consumers will spend more than $36.6 billion alone. This increase in e-commerce is transforming the traditional call center into a multimedia contact center. "We are leveraging our expertise in call queuing, routing and reporting and applying it to managing new forms of personalized customer contact," said Roger Sumner, vice president of product management and development, Rockwell Electronic Commerce. "With the addition of Multimedia Call Manager into our Internet Communications Studio solution, businesses can leverage the power of the Internet by providing Internet customers the same high level of service as traditional voice calls." To see a demo or find out more details on Multimedia Call Manager or Internet Communications Studio, call Tech Image. Rockwells Spectrum ACD Helps University of Michigan Health System Put Patients and Families First When the University of Michigan installed the Spectrum ACD, the Spectrums reporting package was immediately put to use, evaluating and consolidating the interactions of 70 different ACD groups. With the Spectrum ACD, each group has the ability to customize its call reports and enhance its patient care. "In the health care arena, the implementations of customer service go beyond satisfied customers; it can effect the continuity of patient care," said Marilyn Lanzon, Telecommunications Administrator, University of Michigan Hospitals and Health Centers. "Rockwells open architecture and flexible reporting capabilities allows UMHS to observe, evaluate and optimize the flow of calls and patient information across the entire enterprise." To learn more, contact Tech Image today. Public Storage, Inc. Incorporates Multimedia into its Customer Contact Center More and more, consumers are plunging into Web commerce. According to the Gartner Group, the Internet will become the predominant mechanism for conducting business by 2003. Because of this, companies like Public Storage, Inc. are transforming their traditional call centers into state-of-the-art customer contact facilities. Find out how Rockwells open systems call center technology and Internet Communications Studio offers the flexibility for Public Storage to integrate all forms of contact into its call center. Call Tech Image to arrange an interview. |
|||
|
|
|||
|
Sprint |
StockSym: FON |
#1100 |
sprint.com |
|
Bryan Curran |
972/405-5321 |
bryan.curran@mail.sprint.com |
|
|
Jane Yedinak/Golin/Harris Public Relations |
212/309-1410 |
jyedinak@golinharris.com |
|
|
|
|||
|
STC |
StockSymbol: NA |
#1423 |
|
|
Society of Telecommunications Consultants (STC) is an association of impartial experts in telecommunications who provide professional counsel to business, enterprise and governments worldwide |
|||
|
|
|||
|
Systems Modeling Corporation |
StockSymbol: NA |
#965 |
sm.com |
|
Eric Brahney |
412-741-3727 |
ebrahney@sm.com |
|
|
New Product to be announced Arena(R) Call Center Edition...newly re-named from Call$im(R) |
|||
|
Arena® Call Center Edition is a simulation-based solution that enables call center analysts to make confident decisions on agent scheduling, service levels, call routing, and much more. Creating an animated model of a call center allows analysts to determine how various proposed changes will affect a call center. |
|||
|
|
|||
|
SYMON Communications |
StockSymbol: NA |
#1220 |
symon.com |
|
Steve Verboom |
281-240-5555 |
sverboom@symon.com |
|
|
Cathleen Or Daphne |
847/955-0700 |
bleers@sspr.com |
|
|
SYMON's NetBrites are a unique new family of high performance solid-state, multi-line, multi-color, full-matrix LED display boards with the industry's brightest and widest viewing angle LEDs. NetBrites incorporate an integrated IP-connection (patent pending) to provide exceptional speed, bandwidth and utility. Utilizing standard Cat 5 wiring (LAN or hub), installation is simplified, flexible and cost-effective. Internal speakers and SoundBlaster compatible chipset provide tones, tunes and .wav with sound control. User-configurable number of lines, character sizes and individually addressable message areas help make NetBrites the most flexible LED displays available anywhere. Integrated with SYMON2000, the industry's leading NT-based real-time messaging and alerting software system, NetBrites set the new wallboard standard for call centers, help desks, command centers and IT departments. |
|||
|
New Products |
NetBrite, ChartView, ReplyView |
||
|
Installed in 1,000+ centers, SYMON monitors ACDs, IVRs, trunk lines, call tracking systems, client/server platforms, host systems, LANs, network links, databases & more to automatically deliver intelligent real-time alerts. Outputs to color LED displays, panels, Windows workstations, pagers, VGA devices, e-mail, Intranet/Internet pages & more. Microsoft Windows NT architecture. |
|||
|
|
|||
|
TCS Management Group, Inc |
StockSymbol: NA |
#1000 |
tcsmgmt.com |
|
Jennifer Stroud |
615-221-6842 |
Jennifer_Stroud@tcsmgmt.com |
|
|
New Product to be announced: TCS AutoPilot, TCS SeriesFive 5.0.7, TCS SeriesFive Interactive Agent |
|||
|
With TCS AutoPilot, small call centers have access to first-class workforce management software and expertise that will let them reap the same kinds of financial benefits as larger centers. SeriesFive 5.0.7 features web-enabled workforce management functionality, and SeriesFive Interactive Agent automates the schedule change request process for call center agents. Event Description: TCS will introduce TCS AutoPilot during a "Solutions for the Small Call Center" presentation at Booth 1000 at 4:15 p.m. on Tuesday, Aug. 31. The session will be repeated at 3:15 p.m. on Wednesday, Sept. 1, and at 10:30 a.m. on Thursday, Sept. 2. With TCS AutoPilot, small call centers can get the hardware, workforce management software, and expertise of TCS without significant investment of financial, personnel, or internal tech resources. TCS AutoPilot makes accurate call volume forecasts, efficient agent work schedules, and sophisticated performance tracking capabilities available without the requirement of a capital purchase or long-term commitment. |
|||
|
|
|||
|
TelAthena Systems LLC |
StockSymbol: NA |
#112 |
www.telathena.com |
|
IRA STOLLER |
888-777-7565 |
istoller@telathena.com |
|
|
New Products that have been introduced |
Release of TelAthena Human Interaction Software; S4V4 |
||
|
TelAthena Systems LLCs latest release; S4V4, incorporates improvements to the TelAthena Windows Agent and Scriptwriter, expanded inbound reporting, new interfaces to the RightFax® system and Equifax® credit services, plus many enhancements to the TelAthena external SQL database server and the application printing process. |
|||
|
|
|||
|
YB2 (Watson Furniture Systems) |
StockSymbol: NA |
#337 |
watsonfurniture.com |
|
Richard Torseth |
206-842-6601 |
rjtorseth@watsonfurniture.com |
|
|
YB2 SOLVES THE CABLE MANAGEMENT HEADACHE |
|||
|
August 31, 1999 ICCM 99 / CRM 99 CHICAGO, IL -- YB2 introduced Harmony and its huge 26 inch cable management cavity as a new alternative in customer relations center furniture at the ICCM / CRM World Conference and Exposition. According to Richard J. Torseth, Director of Sales and Marketing at YB2 , Harmony has been designed to meet the increasing demands the Internet and technology areputting on customer relations centers. "We use a staggered footprint that eliminates wasted real estate by overlapping the monitors. This becomes the foundation for theexpansive cable management cavity that is 26 inches wide. There is also enough room in the cavity to house CPUs and therefore capture more useable worksurface. Wehave also designed doors into each station that provide instant full-width access for cable maintenance." Another unique feature of Harmony is the slotted post design that lets the worksurface be mounted from a height of 25 inches up to a full standing position. This meetsADA height clearance requirements, makes for easy assembly and reduces the cost of furniture ownership to the company. Harmony is designed to be flexible and affordable. YB2 is a division of Watson Furniture Systems of Bainbridge Island, Washington, and was formed to design and manufacture furniture solutions specifically for customer relations centers. The parent company has manufactured commercial furniture for thirty years with a commitment to adjustable workstations. Watson is also one of the leading North American manufacturer of 911-dispatch furniture. "We have a successful history of blending the requirements of technology, the capabilities of furniture manufacturing and the needs of users into functional workspace. It is this experience and some new design solutions that we will offer the customer relations industry," Torseth said. |
|||
|
More product information at: www.yb2.com |
|||
|
|
|||
|
Visual Thinking International |
StockSymbol: NA |
#249 |
visualT.com |
|
Jaret Hauge |
800-878-3373 |
Jaret@VisualT.com. |
|
|
SIMUL8 - Call Center |
|||
|
Toronto, August 17, 1999: Visual Thinking International is pleased to announce the release of SIMUL8 - Call Center, a Windows based suite of programs used to simulate the dynamic behavior of a Call Centers operation. These tools are being used by System Administrators and Planners to set-up and manage todays complex Inbound and Outbound call centers to optimum cost-performance levels. |
|||
|
Inbound Module: |
|||
|
Provides a template for specifying a call centers current or planned operation detailing the number of agents, volume and profile of incoming calls, and target service levels. This starting template includes the ability to model two departments with two basic call types, hourly changes to both call volumes and staffing levels, abandonment rates by call type, talk and wrap time distributions. |
|||
|
Inbound Professional Edition: |
|||
|
Offers an advanced capability to model more sophisticated Call Center operations that include priority queuing, skill-based routing, multiple channel inputs, multi-stage abandonment, agent conferencing, transfer and escalation of calls. Guiding the user through "Input Wizards", SIMUL8 - Call Center provides the most advanced Call Center documentation and planning capability. ProCarta©, a process mapping and knowledge management tool that provides complete documentation of a Call Centers policies and procedures. This system simplifies the collection, analysis, distribution, and maintenance of the process documentation task. It also links to SIMUL8 to provide an integrated mapping and modeling system. Reports include: |
|||
|
|||
|
|||
|
|||
|
Outbound Module: |
|||
|
Designed to assist operational managers in the analysis of outbound call center operations, this template can be completely expanded in both size and complexity. The starting template includes the ability to set call-back standards, forecast success rates, manage agent priorities, estimate calling list requirements, and audit call center performance. SIMUL8 - Call Center is based on SIMUL8©, a general-purpose, simulation-modeling package that operates under Windows and is the copyrighted property of Visual Thinking International. For further information contact Jaret Hauge of Visual Thinking at (800) 878-3373 or Jaret@VisualT.com. |
|||
|
|
|||
|
Xantel Corp |
StockSymbol: NA |
#1214 |
tsantes.com |
|
Ricky Gradwohl |
408/369-1500 |
ricky@tsantes.com |
|
|
Xantel Corp., developers of innovative call processing software solutions, will be holding demos of its new Windows NT-based software application for call centers, the Connex 80/20 PCD (Precision Call Distributor). The Connex 80/20 PCD is designed to help companies improve customer relationship management by precisely identifying, routing and managing high-value customer calls. For more information, stop by booth 1214. |
|||
|
|
|||
|
Zamba |
StockSy: ZMBA |
#343 |
www.gozamba.com |
|
Hjalmer Danielson |
925-467-0314 |
hdanielson@ gozamba.com |
|
|
Roche to Implement Global Customer Care Initiative |
|||
|
MINNEAPOLIS-July 19, 1999- Zamba (NASDAQ: ZMBA), the nation's largest consulting firm dedicated exclusively to Customer Care, announced its selection by Roche Diagnostics Corporation to implement a new service technology infrastructure. The initiative includes automating and improving service management and responsiveness within Roche's Laboratory Systems business unit. Because of Zamba's proven track record and specialty in Customer Care, Roche Diagnostics turned to Zamba to achieve its goal of building a competitive advantage through superior customer service. The roject will enable Roche to streamline its service workflow, improve business information, and integrate its field and call center organizations, resulting in reduced cost of service and improved customer satisfaction. Clarify's Front Office software suite will provide the basis for Roche's new technology infrastructure. |
|||
|
Hjalmer Danielson/ Zamba |
925-467-0314 |
hdanielson@gozamba.com |
|
|
Susan MacCall/Clarify Inc. |
408-965-7581 |
smaccall@clarify.com |
|
|
Zamba & Clarify Announce Joint Service Offerings To Achieve Customer Service/ and Sales Automation Integration |
|||
|
MINNEAPOLISAugust 23, 1999Zamba (NASDAQ: ZMBA), the nations largest consulting firm dedicated exclusively to Customer Care, has teamed with Clarify Inc. (Nasdaq: CLFY) to deliver Customer-centric solutions enabled by integrated technology and services. As companies continue their focus and fine tuning of Customer Care initiatives they are recognizing the criticality of integrating Customer Service Operations with Sales Operations. "Customers are not looking to be managed," notes Paul Edelhertz, Zambas President and CEO, "they want to be cared for! A strong connection between a companys sales and customer service organizations creates a unified experience which, in turn, makes it possible to attract, retain and care for satisfied customers." Zamba announced its new ClearSales Opportunity Assessment Toolkit from the 6th Annual Clarify Worldwide User Conference , being held in San Francisco this week. The key to a successful customer care initiative is to clearly understand the impact of the initiative early. This means articulating the value proposition in terms of improved customer care and costs, as well as understanding the investment required. Clarify and Zamba are setting the stage for successful customer care solution deployments by identifying product and implementation issues early, prioritizing critical success factors, quantifying the value proposition and assisting in project sizing that fit the clients needs and the needs of the clients customers. Zamba has created an Opportunity Assessment, a toolkit which enables a company to quickly assess its customers needs, document a value proposition, and prioritize the development and deployment of an integrated solution. The results of the Opportunity Assessment include: |
|||
|
|||
|
|||
|
|||
|
|||
|
The combination of Clarify eFrontOffice service and sales offerings with Zambas Opportunity Assessment toolkit will provide clients with a number of benefits, including: |
|||
|
|||
|
|||
|
|||
|
|||
|
|||
|
"Clarify and Zamba have a strong, successful relationship," said Perry German, Corporate Sales Manager for Clarify. "Both companies have spent years helping our customers establish strong competitive advantage and customer loyalty and we are both leaders in uniting web, Internet, and e-mail technologies to integrate and streamline the customer experience." |
|||
|
About Clarify Clarify Inc. is the worlds second largest front office provider. Clarify eFrontOffice combines customer relationship management, Internet relationship management and e-business capabilities in a single solution allowing companies to quickly deploy e-business sales and service initiatives. Clarify is the choice of leading corporations including British Telecommunications, Federated Department Stores, First USA, General Electric, Gillette, Microsoft, Nortel Networks, Prudential, Sony Corp. and Toyota. Founded in 1990, Clarify is headquartered in San Jose, California. Its products are marketed through resellers, including Compaq and Hewlett-Packard, as well as a direct sales and service organization with offices in Asia Pacific, Europe, North America and South America. Contact Clarify at 1-888-CLARIFY or 1-408-965-7000, via e-mail at info@clarify.com or the web at www.clarify.com. |
|||
|
About Zamba Zamba is the nations largest consulting and systems integrator dedicated exclusively to Customer Care. Customer Care encompasses traditional front office applications such as customer support, field services and marketing automation. Zambas mission is to set an entirely new standard in Customer Care by designing and implementing integrated solutions that dramatically improve its customers ability to care for their clients from prospect to partner. |
|||
|
Zamba partners with leading Customer Care software providers such as Clarify, Calico Commerce, IET, and Primus to provide integrated solutions to customers. The company has offices in Silicon Valley, Boston, and Minneapolis. For more information, visit www.gozamba.com. |
|||
|
|
BusinessWire | Internet Wire | Luce | MDS | Press Access | TSNN | Virtual Press Office
