Industry News

March 2008

Alston Tascom and Homisco Join Forces

Alston Tascom Inc. and Homisco Inc. have merged.  Homisco Inc. is a global provider of software solutions, system integration, and Software as a Service (SaaS) for markets that include education, financial, government, healthcare, hospitality, legal, retail, wireline, and wireless carriers.  Founded in 1981, Homisco, based in Melrose, MA, is an established telecommunications supplier of hardware and software solutions. 

In 2002 Homisco acquired Braxtel, a provider of comprehensive customer contact solutions that enable organizations to more easily, effectively, and economically manage their customer interactions across multiple channels, including phone, email, fax, and the Web.  Braxtel's flagship product, Fluency Communications Suite™, is the core element for the Tascom Evolution Digital Switch.

Wayne Scaggs will remain president of Alston Tascom; he will retain a majority stake in Alston Tascom and own stock in Homisco Inc.  "We have been looking for the opportunity to join with a company that understood the power of the Evolution System," said Scaggs.  Ronald Contrado, president of Homisco Inc., concluded that this move is a natural fit for both companies.

Alston Tascom can be reached at 909-548-7300, info@alstontascom.com, or www.alstontascom.com; Homisco's Web site is www.homisco.com.

Startel to Sponsor Hole-In-One Contest at TeamSNUG Golf Outing

Make a hole in one on the designated par 3 hole, and win a CMC system!

Startel announced that registered attendees at the upcoming TeamSNUG Conference in Myrtle Beach will have a chance to win a new CMC system by making a hole in one at the golf outing just prior to the conference. 

On Saturday, March 8, 2008, TeamSNUG will host a golf outing at the Legends Heathland Golf Course, where the first golfer who gets a hole in one on the designated par 3 hole will win a brand-new six-position CMC system, courtesy of Startel (certain rules and restrictions apply). 

The format of the golf outing will be a Best Ball Scramble with awards to be given for the best score, closest to the pin, longest drive, and longest putt.  More information can be found at www.teamsnug.com.

Startel provides integrated voice, data, and networking solutions for call center facilities.  For more information, call Startel at 800-782-7835 or visit www.startelcorp.com.

Szeto Releases SMS Service Option

Szeto Technologies announced that SMS (Short Message Service) service is now available as an optional feature in Call Linx TAS.  Sending text messages to cell phones via wireless SMS protocol is a faster and more reliable transmission than the current method of sending via email or TAP.

Szeto's SMS Service receives, as well as sends, text messages and is fully integrated into the message delivery process of Szeto's turnkey Call Linx TAS System.  This bidirectional capability accommodates replies from text recipients and creates an additional means of communication between subscribers and call center agents.  

Inbound SMS messages to Call Linx TAS are processed in a similar fashion as inbound emails (another Call Linx feature).  They can also be automatically redirected to other communication devices or protocols, such as converting to email or fax or translated into paging via TNPP, SNPP, or TAP.

For more information, contact Charles at charles@szeto.ca or 888-421-3737.

Telescan Adds Staff to Support Services Department

Telescan has recently added two new people to their growing staff to compensate for record sales this year.  "The continued addition of new employees displays Telescan's striving dedication to improve our service to all of our customers," said Patty Anderson, Telescan's director of sales and marketing.  "Our goal is to provide the best customer service in the industry."

The Telescan IT department recently hired Bob Zoellner as the new director of support services.  Bob manages the technical support, procurement, inventory, shipping and receiving, customer service, and training departments as well as designs and builds equipment and assists Telescan and Axon customers with hardware support.  Bob has many years experience and certifications in network engineering, information technology, process reengineering, system architecture, and business resumption planning.

The customer service department's newest member is Kelly Duncan.  Kelly pulls double duty as an administrative assistant and receptionist for Telescan.  Kelly has several years experience working in customer service, with certifications in both customer service and business administration.

To find out more about Telescan, call Patty Anderson, director of sales and marketing at 314-616-2445 or visit www.telescan.net.

Contemporary Web Plus Completes Call Center Software Suite

Contemporary Web Plus, Inc.'s introduction of the MessageRover phone message database and notification system rounds out a low-cost suite of call center software products.  The combination of three Web-based systems – MessageRover, Appointment-Plus, and Virtual Assistant Manager – provides call centers with dynamic applications that are hosted by Contemporary Web Plus without the need for capital investments.  This combined software solution allows clients to receive instant notifications while call center agents take messages, schedule appointments, and work on client tasks.  Clients can also log in to their accounts at any time for real-time updates.

Robert La Loggia, president of Contemporary Web Plus, noted, "Our appointment scheduling software system, Appointment-Plus, has been so popular with call centers that we decided to develop additional Web-based products that could be utilized by call centers.  Allowing call centers to implement any or all of these Web-based systems without the need for hardware or capital investment is a tremendous benefit."

For additional information about any of these useful call center software applications or to see demos, please visit www.call-center-software-systems.com.

Professional Teledata Unveils Redesigned Web site

In another phase of a strategic branding initiative, Professional Teledata has launched a redesigned Web site.  The freshly designed site, www.professionalteledata.com, provides expanded information about the company's products, personnel and history, training schedule, user group information, and other related subjects.

Prospects will be able to directly download product information, request specific information, view a promotional video, or schedule a direct remote demonstration.  Current customers, through a secure login procedure, can report or request technical support, download manuals and release notes, or access a FAQ/knowledge database section.

Headquartered in Manchester, NH, Professional Teledata provides innovative software solutions to call centers around the world for transaction processing, inbound/outbound program design, and billing management.  

For more information, visit the company online at www.professionlteledata.com or contact Karen Black at 800-344-9944 x112 or kblack@proteledata.com.

Startel to Offer Free Training at SNUG Conference

Startel is offering one full day of training Sunday March 9, prior to the 2008 SNUG conference.  This will be a valuable day of learning about CMC Release 8.0.  Training sessions will begin at 9:00 a.m. and will cover the new features and enhancements of 8.0, IntelliScheduler, and other related topics.  In addition, they will wrap up the day with a focus group and wish list discussion.  Registered conference attendees can attend at no cost.

Space is limited.  Registered conference attendees are encouraged to sign up on the TeamSNUG Web site at www.teamsnug.com.

For more information, call Startel at 800-782-7835 or visit www.startelcorp.com.

Area Code Update

In recent years, the spate of area code introductions as slowed greatly.  Even so, the later part of 2007 resulted in activity that call center managers and technicians may need to be aware of.  In many areas, ten-digit dialing of all phone numbers will be required, and phone switches will need new area codes programmed into them.  Implementation of most of these items will occur sometime in 2008.

In many cases, new area codes are being introduced as "overlays," covering the same geography as existing codes.  For instance:

• In California, area code 657 will be added to the 714 area code.

• Illinois will add 331 to the area currently served by the 630 area code.

• Québec, Canada will add 581 to the 418 area code.

• Alberta, Canada will add 587 to the regions currently served by area codes 403 and 780.

• Also, instead of splitting Utah's 801 area code, as previously announced, 385 will be added as an overlay instead.

In other instances, area codes are being "split," with some of each region retaining the existing area code and the rest being assigned a new one:

• In Kentucky, area code 270 will be split, with some areas being assigned the new 364 area code.

• In Virginia, the 540 area code will not encounter a three-way spilt as previously announced, but will undergo a two-way split with 276 being assigned to some areas. 

Go to www.nanpa.com/planning_letters/planning_letters_2007.html for more information.

Cosmopolitan Medical Voted "Best Place to Work"

Cosmopolitan Medical Communications has been voted one of the Best Places to Work in the Valley for 2007 in the Small Companies category (25-99 employees).  Companies placing this year scored better than 90 percent on their surveys and were scored in the following categories: team effectiveness, retention risk, alignment with goals, trust with coworkers, individual contribution, manager effectiveness, trust in senior leaders, feeling valued, work engagement, and people practices. 

Cosmopolitan is located in Glendale, Arizona and features unique perks and practices such as sick child care; an employee cafe and patio with a ping-pong table, an air hockey table, a satellite TV, and a full kitchen; a media break room with leather reclining chairs, an Xbox 360, and full Internet access; monthly company BBQs; an employee discount club; profit sharing; and attendance bonuses.  This is in addition to basic benefits offered such as 401(k) with match; tuition; medical, dental, and life insurance; two-five weeks paid time off; and long and short-term disability.

Visit at Cosmopolitan Medical Communications online at www.cosmomed.com.

eTelecare Listed on Philippine Stock Exchange

eTelecare Global Solutions, a provider of Business Process Outsourcing (BPO) solutions, announced their listing on the Philippine Stock Exchange (www.pse.org.ph).  The listing provides common shareholders with the ability to trade common shares on the exchange.  Although common shareholders have always had the ability to convert their common shares into ADSs (American Depositary Shares) and subsequently trade their ADSs on the NASDAQ global market, the listing of the company's common shares on the PSE will eliminate certain Philippine regulatory requirements that made it more difficult in the past to accomplish this conversion process.

Founded in 1999, eTelecare Global Solutions (www.etelecare.com) provides BPO through centers in the Philippines and North America.

Peter DeHaan Launches Blog

Peter DeHaan, publisher of Connections Magazine, AnswerStat magazine, and the Website, MyArticleArchive.com, launched a blog on January 1, simply entitled The Musings of Peter DeHaan.

"I had been considering a blog for a couple of years," DeHaan stated.  "The feedback that I receive on my articles and editorials is both affirming and encouraging.  My main concern was wondering if I would have enough worthwhile topics to write about in a blog.  Eventually, I concluded that this was not an issue – and the blog was launched!"

The blog will be similar in scope and tone to Peter's From the Publisher column on page 7 in each issue of this magazine.  As such, it will serve as a general-purpose repository of his thoughts and observations, covering an array of subjects from the personal to the public and everything in between.

Read Peter's blog at http://blog.peterdehaan.com/.