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Communications News - February 1, 1999

Manage customer relations

ENABLE CUSTOMER SERVICE, telemarketing, sales, and customer support departments to access and share critical client data quickly and efficiently. Saratoga Systems introduces front-office software using its proprietary Avenue architecture to provide customer service and contact center management. From initial Web inquiries through sales, AvenueService integrates an enterprise's customer interaction processes.

When combined with Avenue CTI, AvenueService brings multiple phone systems and technologies together under a single contact software application. AvenueService manages inbound and outbound call center operations within the framework of an enterprise's unique needs.

AvenueService offers call handling, incident reporting and escalation, and problem resolution and tracking. The software supports the placement of incoming and outbound calls. Call routing, screen pops, auto-dialing, call/data coordinated transfers, and conferencing are also offered.--Saratoga Systems, Inc.

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Hey, that's my number!

BUSINESSES THAT FACE HIGH COSTS and disruptions if required to change phone numbers may have an answer. Inlogic Software offers local number portability (LNP)--one example is through MetroNet, a national provider in Canada of local telecommunications services. When MetroNet activates a customer switchover, Inlogic notifies the other service providers via a number-porting administrative center in real time, so that the customer has uninterrupted service from the same telephone number.

Inlogic deploys PIC/CARE, offering access carriers and access providers fully automated processing of orders when users move from one provider to another. Voyager is Inlogic's LNP answer to users facing substantial reprinting expenses.--Inlogic Software, Inc.

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Voice applications catalog

PRODUCTS FOR YOUR COMMUNICATIONS and data needs are available in a full-color, 40-page catalog. Graybar offers CTI, conferencing, cordless, paging, PBX, voice mail, and other solutions to meet your requirements. Graybar Digest delivers clear, accurate descriptions of a wide variety of systems from many vendors.--Graybar, Inc.

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Scale up

SPEECH-ENABLED AUTO ATTENDANT program allows large corporations, call centers, and telcos to apply speech recognition and database search technology for cost and operational savings. Phonetic Systems, Inc. has developed its product to scale to 250,000 directory records. PhoneticOperator is an NT-based program that provides inbound, outbound, and internal call routing, as well as information retrieval functions for any PBX.

The core technology of PhoneticOperator uses a dialogue module to clarify caller requests and a database search engine that relies on advanced probability-based algorithms. Its speech recognition system is able to interpret a caller's spoken input with accuracy. Phonetic Systems, Inc.

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Combine CUI and GUI

UNIFIED MESSAGING SYSTEM offers a conversational user interface (CUI) and a graphical user interface (GUI). Conversational Computing Corp.'s Conversa Messenger is a continuous-speech recognition engine integrated into a complete voice mail, e-mail, facsimile, and address book package. It works with any Windows Messaging API client application, including Microsoft Outlook.

Conversa's speech recognition system is a 32-bit Internet/telephony product designed to cross the boundaries between consumer and SOHO markets.

Key features of Conversa Messenger include local voice and remote touch-tone barge-in; dial a number from a desktop by saying a name saved in any Windows Messaging address book; remote voice or touch-tone access to mailboxes; directory service for inbound callers; voice power meter that provides feedback when speaking, indicating how well system hears users; and caller ID displays. System supports 10,000 mailboxes.--Conversational Computing Corp.

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Phone the 'Net

USE YOUR CELL PHONE to listen to personalized information while driving to work. Productivity Works turns your phone into a Web resource with pwTelephone.

pwTelephone runs on Windows 95, 98, or NT to turn the computer into a telephone server. Using standard components such as a sound board and modem, the software supports cost-effective multiple uses. Local government can provide personnel directories, road closings, and public meetings. Hospitals and community organizations can give information on their services, clinics, events, and activities. ISPs can offer value-added phone access for e-mail and personalized news. Businesses can deliver product and availability information.--Productivity Works, Inc.

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Network PBX

MOVE TELEPHONY HARDWARE to externally connected network boxes, eliminating server dependency and potential points of failure. Sphere Communications, developers of Sphericall ATM-based network PBX, has introduced a series of hardware components designed for efficient voice-over-data applications.

The VBX, or "Virtual Branch exchange," product line integrates PBX functionality into the core of the network. Sphere's VBX technology removes server-installed PCI or ISA bus-based adapter cards currently connected to the PSTN and the data network from the server and makes them separate network boxes.

To align the Sphericall product with the enterprise market, the VBX series offers additional network interfaces expanding the ATM 25 connectivity to include ATM 155 using UTP or OC3 fiber connections. Configuring a Spherical system with the VBX series may reduce hardware costs by 20%. Some VBX components will ship 1Q99.--Sphere Communications, Inc.

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Attention, content providers ...

CONVERT VOICE TO WEB REQUESTS with Motorola's VoxML, Voice Markup Language. Motorola's Internet and Connectivity Services Division has extended the reach of the Internet and intranets by delivering access to online content from any telephone. VoxML is a flexible programming language that allows software developers and Internet content providers to write voice applications to help users access the expansive content on the Web using natural voice dialogue.

Applications using VoxML permit people to access online information such as personal banking information, weather forecasts, sports scores, stock quotes, and internal company information over wireless phones, wireline phones, or computers using natural voice commands. In the future, Motorola sees VoxML as enhancing applications interfaces to make mobile users more productive.--Motorola, Inc.

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Telephony for cable operators

ADC TELECOMMUNICATIONS launches its Homeworx DualTech system that links an IPgateway router with ADC's Homeworx platform to deliver circuit-switched and IP telephony capabilities over a hybrid fiber/coaxial network. The DualTech system allows cable operators to offer customers access to enhanced telephony features (call forwarding, call waiting, caller ID, conferencing) and long-distance. service, with a migration in path to economical IP telephony service. ADC claims that these new features will permit cable operators to compete more effectively with telco operators.--ADC Communications, Inc.

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Improve your outlook

LINK YOUR KNOWLEDGE BASE to each telephone call. Tygart Technology introduces software to add full-featured call control into Microsoft Outlook 97/98.

Tygart's Prism/Look works within MS Outlook and Exchange Server to merge real-time telephone transactions with an enterprise's database. Prism/Look enables users to view incoming calls on their PCs through Outlook, simultaneously search databases for information on the caller, and direct and control calls within Outlook.

The key features of Prism/Look combined with Outlook are call hold, call transfer, conference calling, e-mail, fax, scheduling, and contact management.--Tygart Technology

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IVR remedy

COMPETITIVELY PRICED CALL CENTER SOFTWARE enhances customer service and improves productivity. NEC America's Windows NT-based interactive voice response (IVR) system is designed for both large and small businesses.

QueWorX provides NEC customers with a basic set of call center applications and allows them to annex additional features economically. QueWorX feature sets work in conjunction with the automatic call distribution products on both the NEAX 1000/2000 and the NEAX 2400 PBX platforms. The IVR applications enable callers with real-time queue information and choices, including a call-back option if they do not want to wait on hold. QueWorX was developed as a result of a collaboration between NEC and Edify Corp.--NEC America, Inc

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