Dynamic keynote speakers covering hot new topics

Dynamic keynote speakers covering hot new topics

We are pleased to announced three dynamic keynoters this spring at CTITM EXPO from Microsoft, Cisco Systems and MCI Call Center Services.

The first will be on Wednesday, May 20, 1998 from 10:00 a.m. to 10:30 a.m., and will be addressed by Mark Lee of Microsoft Corporation. Mr. Lee will be speaking on Unified Communications – The Future Of Telephony. Lines are being blurred between voice technologies and data networking and virtual private networking, particularly with developments such as H.323, quality of services-based IP telephony and directory-enabled networking, thus creating new types of products and services for a variety of customers. This session will explore how the network operating system is evolving to enable these new forms of unified communications. The session will also characterize how these technologies are changing the businesses of computer-telephony vendors, other network system vendors and distribution partners.

Immediately following Mr. Lee’s presentation of the software side of telephony and data integration, Peter Alexander of Cisco Systems will address Data, Voice, Video Convergence And The Emergence Of The “Information Infrastructure” from the hardware perspective in his keynote address. The convergence of data, voice and video is accelerating. What are the business drivers, killer applications and new technologies making this possible? What is the role of the network in this? What should the CIO be architecting today to make today’s spending more strategic in building an “Information Infrastructure”? Mr. Alexander will discuss what role CTI convergence will play in global business growth and strategy development.

On Thursday, May 21, 1998 10:00 a.m. to 10:45 a.m., William R. Price, III, MCI Call Center Services, will offer some suggestions for Creating A World-Class Call Center For Today’s Global Marketplace. Mr. Price will address the changing focus of the call center industry, as well as the numerous challenges that surface as call center managers marry the hard side of business – technology – with the soft side – people. It is, however, absolutely critical to achieve this partnership in today’s rapidly shifting environment. Mr. Price will discuss emerging trends, critical requirements and key imperatives to help organizations create world-class, effective call centers. He will also identify future trends that have the potential to create growth opportunities for visionary organizations.

Special Free Session

Ingram Micro, the world’s largest wholesale distributor of technology products and services, is sponsoring a free session for all conference and show attendees on How To Become The Most Profitable CTI Reseller Ever. As Ingram Micro supplies over 36,000 products to over 100,000-plus reseller customers in 120 countries, and since they were the first traditional computer distributor to get into the CTI market, we believe that our attendees will immensely profit from this entirely noncommercial and educational approach. If you are an Interconnect, a computer VAR or even an experienced CTI reseller, you must attend this free session. The most qualified information will be delivered to you from sources that have front-line experience and can get you started immediately.

Exhibitor Highlights

As a service to our readers, we’ve begun to provide a detailed list of the vendors you can see in the CTITM EXPO exhibit hall, which will be THE showcase of the latest CTI, call center and Internet telephony products and services offered. Exhibiting categories will include: CTI software, development tools, call center products and services, telecommunications products and services, Internet telephony, fax and video, voice and data integration, unified messaging and productivity tools, audio and videoconferencing, PC-PBXs and many more. Here’s a first look at some of the vendors who’ll be exhibiting. The exhibit hall is free you are welcome to browse around and do some firsthand research on the latest and hottest products and services.

Computer Communications Specialists Inc., Booth #531, provides AVID, a software-based CTI enabler which operates across all standard operating systems and integrates to 20 major telephone PBX and ACD systems. Core functionality of AVID includes advanced CTI client/server capabilities, ease of integration, real-time management information, full voice and data call coordination, call transfer, call follow capabilities, fault resilience, automatic load balancing and the ability to support multiple virtual call centers. Additionally, CCS provides SoftACD, a call control application designed to provide a combined ACD and IVR functionality to small- and mediumsized call centers. SoftACD provides features such as call queuing, filtering and routing. SoftACD also features integrated IVR and CTI functionality. For more information, please contact Doris Grage at 770-441-3114 or see www.ccsivr.com.

EIS International, Booth #943, is a leading provider of software solutions and services for outbound and integrated inbound/outbound call centers. With more than 80,000 workstation installations at 1,450 worldwide locations, EIS provides systems for telemarketing, customer service, fund raising, market research and collections to increase productivity, enhance operational efficiency and improve agent effectiveness. For more information, please contact Janet Wynkoop at 703-478-9808 or see www.eisi.com.

ICT Group, Inc., Booth #631, is a major call center teleservices provider for sales, marketing and customer care for the financial services, insurance, telecommunications, pharmaceutical, managed care, information media and utilities industries. ICT provides fully automated inbound, outbound and integrated call handling as well as value-added marketing and market research services, including call center management. Business and consumer applications include: sales, lead generation and qualification, customer care, database marketing, surveying and interviewing. It has multiple call centers located throughout the United States, Europe and Canada. Multilingual, Pan-European, English/French and English/Spanish/Portuguese teleservices are available. For more information, please contact Jackie Amendolari at 215702-2018 or see www.ictgroup.com. IMA’s EDGE Call Center Software, Booth #1230, is an open-architecture, Internet-enabled, standards-based suite of tools and and,applications that integrates with telephony devices and host and legacy systems to control inbound and outbound dall processing and manage center functionality. EDGE brings customization, adaptability, scalability and integration to environments ranging from telemarketing and order processing to customer service and account management, resulting in enhanced customer interactions. IMA, a global provider of comprehensive call center software, also offers a full range of professional application and business consulting, technical support and maintenance services. For more information, call 800-776-0462 or 203925-6800 or see www.ima-inc.com.

MCI Call Center Solutions, Booth #1030. MCI manages one of the largest call center operations in the world and offers its expertise to businesses worldwide through a portfolio of call center solutions, including: Consulting – Site selection and facilities design; quality management; business process design; and customized recruiting, training and incentive programs.

Outsourcing – Live agent and multimedia support for customer service, help desk and sales support applications.

Technology – Call center managed services; systems integration and applications development; and implementation support for interactive voice response, computer-telephony integration and intelligent workstation solutions.

Network Services – Advanced solutions for intelligent routing, call handling and management reporting.

For more information, please contact Nancy Montgomery at 770-284-4557 or see www.mci.com.

Melita International, Booth #1134, which began operation in 1983, is a leading provider of customer interaction and call management systems for call centers that enable businesses to automate call center activities and enhance their telephony-based customer communication. Worldwide customers include, among others, leading organizations in the financial services, retail, media and communications and service bureau industries, where businesses are engaged in frequent telephone contact with customers or prospects. For more information, please contact Jenny Schuh at 770-239-4667 or see www.melita.com.

Microlog Corporation, Booth #927, designs, assembles and supports a complete line of Interactive Communications systems and application solutions for customers worldwide. With over 14,000 installations worldwide, its applications find appeal in both government and private industry. Its systems are designed to improve labor productivity, ensure the timely completion of business transactions and deliver critical information on demand to customers and vendors alike. Microlog’s interactive voice response systems, IntelaTM, combined with IntelaCTITM, IntelaConnectTM, IntelaDBTM, IntelaAttendantTM or IntelaPowerdialTM, allow developers to assemble a complete voice-enabled call center solution.

For more information, please contact Scott Rover at 301-428-9100 or see www.mlog.com.

Precision Response Corporation (PRC), Booth #1128, based in Miami, Florida, is a leading full-service provider of telephone-based marketing and customer service solutions to large corporations on an outsourced basis. Through the integration of its teleservicing, database marketing and management, and fulfillment capabilities, PRC provides a “one-stop” solution to meeting clients’ needs. Using advanced technology, the company provides the ability for clients to costeffectively contact or service prospective or existing customers. PRC currently operates eight call centers employing approximately 4,400 people equipped with the latest technology. PRC has been recognized by various organizations as a quality leader and has been ranked two years in a row as the fourth largest inbound teleservicing company in the country. For more information, please contact Martin Cohn at 800-666-4772 or see www.prcnet.com.

Racal Recorders, Booth#1226, offers the Wordnet digital recording system for message archiving and replaY, up;ttp to 96 channels per unit for real – time access to database informa

tion; used as standalone or networked system; instant message storage capacity to 1,200 channel hours; archival storage capacity to 1,980 hours; 12GB DDS-3 DAT media with stored conversations to 240, 000 messages; Mass Storage Unit with 19, 800 channel hours storage capacity. It features RecorderLink, a new concept in open systems integration software that offers flexible, easy -touse message search and reply facilities. The modular package provides integration tools and new open programming interface, allowing third parties to customize search, replay and selective recording functions.

For more information, please contact CJ Elias – West at 703-709-7114 or see www.racalrecord.com.

RHM TELESERVICES, INC., Booth #1124, is an award – winning quality provider of outbound and inbound telemarketing for high-volume business-to-business direct marketers throughout the United States. RMH specializes in customer service and direct response inbound programs and customer acquisition and upgrade outbound programs. RMH also offers list management and processing services, segmentation and scripting capability, and fulfillment. Its client relationships include many Fortune 500 companies such as insurance firms, financial institutions, direct marketing organizations, major credit card issuers, utilities and telecommunication companies. RMH TELESERVICES, INC. began in April 1983 and has grown to I 1 state-of-the-art facilities throughout Pennsylvania and New Jersey. RMH is currently ranked 16th largest among the Top 50 Telemarketing Companies, according to Telemarketing & Call itu elutionsTM magazine. In September 1996, RMH became a public company, trading over-the-counter on the NASDAQ Exchange. For more information, please contact Terry Blackley at 800-478-0201 or see www.rmhteleservices.com.


Booth #937, is a well-established systems furniture manufacturer, located in Colorado Springs and serving the entire United States and Canada. Founded in 1978, Romak specializes in developing panel systems that incorporate features unique to specific industry applications. Working closely with engineering as well as user groups, Romak Office Systems built the Ultimate 9000, panel systems furniture that meets all the functional requirements common to call centers. Romak Office Systems sells, delivers and installs factory direct to ensure better value and customer success. For more information, please contact John Ochsner at 719-527-1990.

Spectrum Corporation, Booth #1228, provides ACD message wallboards that, when strategically placed throughout a facility, allow information to be transmitted instantly. Spectrum’s ULTRA*Link ACD Software for windows now allows Spectrum to offer a full line of software for wallboards. Network alert messages and real-time ACD Statistics are two examples of the type of critical messages that can be broadcast the instant the information is needed, to the people who need it most. For more information, please contact Gary W. Liddell at 800-392-5050 or see www.specorp.com.

Spectrum Technologies, Booth #729, the largest “ACS ONLY” distributor in the U.S., invites you to take advantage of its large-volume buying and knowledgeable sales staff. Spectrum also features: Voice-actuated tape recorders from Panasonic; cassette tapes and batteries; and Uniden and Vtech Portable 900 MHz portable phones. Nationwide, sameday shipping available. For more information, please contact Alan Haber at 314-423-2311 or see www.spectrumtec.com.

SYMON2000, Booth #928, has announced SYMON NT 4.0 PLATFORM. With over 500 call centers installations worldwide, SYMON provides consolidated, real-time visual alerting of critical events, threshold exceptions and multisite networking from all call center platforms: PBX/ACDs, dialers, IVR/VRUs, real-time adherence (TCS), call tracking (Remedy, Vantive). Output devices include: LED wallboards/panels, large VGA monitors, pagers, desktop screenpops. For more information, please contact Elaine Rossi at 713-240-5555 or see www.symon.com.

Target Distributing Company, Booth #727, is a nationwide wholesale distributor of telecommunications products. Plantronics telephone headsets and PolyCom teleconferencing devices are two of its strongest lines. Target maintains a huge in-stock inventory and is ready to ship same-day. By buying direct through an authorized distributor, you eliminate high dealer margins. Target will create the right program for your needs and its flexible payment terms include: major credit cards, COD service, GSA purchases and net terms with approved credit. For more information, call 800-873-5528 or see www.target.com.

TeleSpectrum Worldwide, Booth #1330, is a leading provider of diversified direct marketing and teleservices solutions to major clients in the financial, telecommunications, pharmaceutical/health care, high technology, insurance, utility, government and consumer products industries. Its services include outbound/inbound teleservices, interactive voice response, customer care consulting, call center consulting and training, direct mail, fulfillment and market research. Its goal is to help clients evolve with their customers’ needs by developing targeted programs to identify, acquire, service and retain loyal customers. For more information, please call Heather Burnett at 410-865-4204 or see www.telespectrum.com.

Unitel, Booth #726, specializes in outsourced sales and customer care for the health care, insurance, energy services, telecommunications and hightechnology industries. Applications include order processing, customer service, technical support, interactive voice response (IVR), direct response, sales and lead generation, and mail and Internet fulfillment services. Unitel has captured the industry’s top quality awards since 1994. Additionally, the company is featured in Inc. magazine’s “1997 Inc. 500” ranking as the 51st fastest-growing private company in the nation. For more information, please contact Doug Palley at 703-917-9170 or see www.unitelcorp.com.

Witness Systems, Booth #1155, is a leading developer of client/server monitoring software for call centers and is the pioneer of voice and data synchronization with its WITNESSTM quality coaching application. WITNESS enhances enterprise quality, agent efficiency and supervisor productivity. The WITNESS solution was introduced in 1990. Customers range from large call centers with thousands of agents to smaller, geographically dispersed centers. WITNESS is designed to allow organizations to monitor, record and review voice interaction between a call center agent internally logged into the ACD and an outside caller. It also lets them monitor, record and review the data movements on the call center agent’s workstation. For more information, please contact Ryan Hollenbeck at 770-754-1900 or see www.witsys.com.

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Copyright Technology Marketing Corporation Jan 1998

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