Communications Solutions
2002 Product of the Year award winners

Communications Solutions® is pleased to announce our Product Of The Year Award winners for 2002.

NetPlus is an advanced enterprise operations support system (EOSS), specifically designed for enterprise-level convergent communications networks. Using a single-entry, single-image Oracle database, NetPlus greatly reduces telecommunications and data network costs while enabling smooth and efficient operation, all from the administrator's desktop.

Configuration and fault management tools monitor the network and pinpoint problems as they occur. The Automated Switch Interface (ASI) allows for flawless automatic provisioning and synchronization. Accounting management verifies billing data for fraud and error control, and provides a hierarchical structure for flexible and individualized cost accounting and billing. Performance and security management tools help you run your network smoothly and securely.

All NetPlus modules are fully integrated through the unique Product Backplane for advanced systems management. This provides the overall architecture of the system, and allows the administrator to quickly and easily add or remove network components, maintain the system across the board, and create secure system backups. Extensive logging and auditing allows for easy problem and process tracking.

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NetVanta 3000 Series
ADTRAN, Inc.

The NetVanta 3200 is a modular, full-featured, low-cost access router. Perfect for Internet, public and private Frame Relay, and leased line connections, the NetVanta 3200 is equipped with a stateful inspection firewall, an integral DSU/CSU, a DSX port for dropping-off voice to a local PBX, and a variety disaster recovery options. It supports popular IP routing protocols, such as RIP versions 1 and 2, and WAN protocols, such as Frame Relay and PPP for line rates ranging from 56 Kbps to a full T1. 

The NetVanta 3200 fits seamlessly into existing networks thanks to an easily recognizable command line interface (CLI) which requires no additional training or costly certifications. ADTRAN has not stopped with a quality product, we stand behind our products with an unprecedented five-year warranty and unlimited free telephone support.

The NetVanta 3000 Series brings the quality, reliability, and features demanded by today's businesses. In head to head comparison, this product measures up as a truly competitive offering, backed by a company businesses can trust.

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Network Analyzer
Agilent Technologies

Agilent's Network Analyzer is a test tool that helps companies troubleshoot complex networks and services while reducing the costs associated with downtime. This solution enables network technicians to test all major applications (voice, IP telephony, mobile) on all critical network technologies such as LAN, WAN, and ATM with a single product in real time.

The Network Analyzer is a portable tool available in three different form factors: an integrated version for dispatched use; a distributed version, which can be used remotely; and a software version that turns any PC with off-the-shelf network interface cards into a powerful analysis system.

The Network Analyzer also offers the following benefits:

• A high-performance network acquisition system capable of supporting high-speed LANs and WANs simultaneously, which allows troubleshooting various types of networks and services with one tool.
• Time-synchronized correlation of network data to provide technicians automated troubleshooting intelligence across diverse networks, and real-time analysis of problems. These features make it possible to identify and troubleshoot network problems more efficiently.
• Graphical analysis of data across multiple networks, including analysis of long-term intermittent problems, network benchmarking and base lining to future problems.

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Alcatel WebSoftphone
Alcatel

The Alcatel 4980 Softphone is an application that enables road warriors and home workers to use their computer as a telephone to access the Alcatel OmniPCX 4400 IP-PBXs corporate telephony features from virtually anywhere in the world. New features include multi-device handling, Windows XP support, coexistence with Alcatel OmniTouch Contact Center Agent (CCagent) and enterprise-wide OmniVista 4760 Lightweight Directory Access Protocol (LDAP) directory support. An evolution of this product is the WebSoftphone introduced this year that is an XML-based thin-client application, allowing businesses to exploit the full potential of the Internet by delivering corporate telephony features quickly and efficiently to online employees.

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Alcatel OmniSwitch 7000
Alcatel

The Alcatel OmniSwitch 7000 is designed for both the edge and the core of the network and has distinct advantages in both cases. The Alcatel OmniSwitch 7000 is a 10- or 18-slot modular chassis with fabric capacity of up to 128 Gbps and throughput up to 60 Mbps. This product provides carrier-class availability everywhere in the network -- from the core to the edge. Its unique architecture distributes the intelligence in the switch allowing for continuous operation even in the case of a failover of the management module.

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Alti-IP 600
AltiGen Co

The Alti-IP 600 phone is a total plug-and-play IP phone for the SMB market, providing lower cost of ownership and investment protection, ease of use and administrative cost savings. The Alti-IP 600 is field upgradeable so as standards develop and protocols evolve, there's no need to make new hardware purchases for additional enhancements. The ability to easily upgrade the phone allows new applications such as unified messaging, call management, and CRM to merge voice and data right on the desktop.

The Alti-IP 600 makes IP telephony easy, allowing companies to decrease costs and increase productivity. It provides SMBs with high quality VoIP technology, making it possible for these companies to tailor the best platform and application solutions for their business even as those needs change and the business grows.

The Alti-IP 600 runs on AltiGen's AltiWare 4.5A system software and is supported by all of AltiGen's AltiServ Office IP Phone Systems. Up to 200 IP Alti-IP Phones and a total of 320 IP and analog phones can be deployed per AltiServ Office IP platform. Up to 2,000 extensions of multiple AltiServ Office systems can be linked together and managed with AltiGen's Distributed Intelligence Network Architecture (DINA). 

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NAR-7060 - Communication Server Platform
American Portwell Technology

A top-grade communication server platform, NAR-7060 delivers tremendous computing power and portrays multiple functionalities for Communication Appliances. NAR-7060 is able to accommodate an enterprise's most bandwidth-intensive connection requirements.

Designed to meet the most demanding needs of advanced communication applications, this platform is based on dual Intel Xeon processors and Intel E7500 chipset, dual LP-Xeon processors (1.6 to 2.0GHz) and dual Xeon processors (2.2 to 2.4GHz) support, three 10/100 Ethernet ports and three Gigabit Ethernet ports.

This new platform architecture gives superior performance to the communication appliances market segment including Firewall, Virtual Private Network, Voice Over IP, Web Caching, Load Balancing, Gateways, Network Attached Storage and E-Commerce devices, providing a whole new level of service to the network.

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PowerStruXure
American Power Conversion

PowerStruXure is a patent-pending, systematic approach to build physical infrastructure that allows for a "pay-as-you-grow" scenario. This entirely new approach simplifies the design, building, and management of physical infrastructure with an innovative, fully engineered and tested system. PowerStruXure allows additional capacity to be purchased and installed when needed, via simple "building blocks," therefore reducing the upfront capital investment required to undertake IT and telecommunications projects.

The inefficient design of traditional infrastructure components (UPS, power distribution, air-conditioning) is such that these components take up a large portion of today's facility, and limit the amount of space available for IT equipment. PowerStruXure introduces a rack-based design that lets customers reclaim the space within their facility that was previously needed for infrastructure support equipment. A PowerStruXure architecture optimizes space utilization, typically reclaiming 20% of useable IT space.

Traditional power systems typically provide high levels of redundancy up to and including the UPS, but leave several single points of failure between the UPS and the critical load. When a failure occurs, it is often associated with human error due to the complexity of the system. PowerStruXure increases the availability of the power system by reducing the points of failure between the UPS and the critical load. The design of the architecture provides for the compartmentalization of potential failures. In addition, the components utilized in a PowerStruXure system consist of intelligent, maintainable modules for quick fault recovery. PowerStruXure architecture significantly reduces the possibility of human error through predictive failure analysis and mistake proof, modular components.

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LIZ Systems
Applied Innovation Management

Applied Innovation Management's LIZ is the first packaged product to deliver a voice-activated help-desk telephony solution that handles incoming support calls and logs customer information in an integrated, searchable database. AIM designed LIZ to become the first line of contact for customer interaction.

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TeleVantage 5.0
Artisoft

Artisoft recently introduced the next generation of its software-based phone system: TeleVantage 5.0. By supporting the new family of Intel Dialogic telecom hardware, TeleVantage 5.0 can now meet the needs of much larger organizations, while also lowering the costs associated with system implementation. TeleVantage now scales up to 192 incoming trunks and 480 phones per server -- almost double its previous capacity -- as well as supports conference calls of up to 60 parties. Customers will be able to more affordably deploy TeleVantage since fewer server slots are required and the cost of Intel's new VoIP components have been reduced by up to 50%.

With TeleVantage 5.0, customers now have an even greater choice of digital, analog, or IP telephone handsets. By integrating with the Intel NetStructure PBX-IP Media Gateway, TeleVantage works with popular digital handsets manufactured by Avaya, NEC, Nortel and Siemens.

Other enhancements include new call center reports, call redirection, system-wide call recording, tenanting support, roaming user support, built-in IVR toolkit, Voice Mail Call Notification and SMDR service.

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Aspect eWorkforce Management
Aspect Communications

While highly complex CRM software seems to have lost favor with enterprise executives, companies have expressed a renewed interest in nuts-and-bolts applications such as workforce management that actually deliver value to businesses, their customers, and employees. Aspect's eWorkforce Management v6.2 is a comprehensive workforce management solution that automates the complex tasks of forecasting workloads and scheduling service and sales representatives for one or multiple contact center sites. Aspect eWorkforce Management evaluates the schedule preferences and skills of employees, management requirements and forecasted workload to improve the quality and speed of customer service, reduce operating costs, and improve employee satisfaction.

Aspect eWorkforce Management v6.2 features enhanced support for multiple communications channels, high availability for continuous workforce management information accessibility, flexible architecture for single or multiple-server deployment utilizing standard hardware for reduced IT costs, increased scalability for growth and investment protection, open standards for easy system integration and customization and wireless and Web applications for remote presentation of key service and performance statistics and schedule administration.

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Blue Pumpkin Workforce Optimization Suite
Blue Pumpkin Software

This summer, Blue Pumpkin introduced its Workforce Optimization Suite, a closed-loop system to accelerate employee and organizational performance -- perfecting "the science behind the art of managing people." The Blue Pumpkin Workforce Optimization Suite recognizes the market need to optimize and tie together the full range of people processes -- such as strategic planning, budgeting, forecasting, scheduling, time tracking, performance evaluation, and more.

With components and modules deployable separately or together, the Blue Pumpkin Workforce Optimization Suite ensures the tightest integration between each application and other enterprise information systems, leveraging CRM, HR, ERP, and other contact center technologies.

The Blue Pumpkin Workforce Optimization Suite makes managing people simple. It unifies islands of data spread across the enterprise to bubble up only relevant and actionable insights. Its intuitive, user-friendly graphical interface -- including employee and executive dashboards -- ensures ease of use and widespread employee adoption.

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Advanced VoIP Test Suite (Version 2.0)
Brix Networks

Version 2.0 of Brix Networks' Advanced VoIP Test Suite for the company's carrier-class BrixWorx service assurance software system allows large enterprises and service providers to conduct pre-deployment testing, proactive monitoring, end-to-end performance management and service level verification -- plus aid troubleshooting and problem diagnosis efforts -- in their VoIP networks.

With Version 2.0, this add-on suite of performance tests measures the most critical contributors to quality in SIP- and H.323-based VoIP networks, namely the signaling and media networks, as well as the underlying IP infrastructure.

The Advanced VoIP Test Suite, Version 2.0, also features Brix MOS, a standards-based, real-time, call-quality index, and also adds a new SIP Service Active Test, which continuously verifies the VoIP network performance and availability of IP phones and other end point locations from call origination to termination.

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TeleBlock Do-Not-Call Blocking System
Call Compliance, Inc.

Call Compliance's patented TeleBlock system automatically screens and blocks outbound calls against state, in-house, and third-party Do-Not-Call and Do-Not-Fax lists within network infrastructure of a participating telephone company via SS7 and IP technologies. There is no login or logoff required. A subscriber's agents and calling equipment simply access an outbound trunk and dial. All numbers dialed are screened against the end-user's customer specific database. If dialed number appears on any available Do-Not-Call or Do-Not-Fax list, then call is blocked and a "restricted number" message is furnished. If the dialed number does not appear on a DNC list, then call is processed accordingly. It's unnoticeable to caller or calling equipment.

TeleBlock's network-based deployment eliminates the need for additional hardware or software from end users and allows for full compatibility with all varieties of calling equipment. In fact, TeleBlock seamlessly integrates with predictive dialers and other computer generated dialing devices via its use of DNC specific Special Information Tones (SIT) embedded in our "restricted number" recordings, which allows identifiable disposition of blocked numbers.

Our revolutionary TeleBlock system provides telemarketers with the unprecedented level of outbound compliance necessary to survive in today's hyper-regulated calling environment, while upholding a consumer's right to privacy.

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CoManage TrueSource
CoManage Corporation

CoManage TrueSource solves an increasingly pressing problem facing telecom carriers in today's difficult economic environment. The data integrity problem -- the erroneous and outdated information contained in carrier's inventory databases -- leads to service provisioning errors, lost assets, slower trouble repair and billing errors. These problems mean higher operations costs, unnecessary capital expenditures and billing errors.

TrueSource is designed from the ground up to improve carrier data integrity. TrueSource is not an inventory system. Instead, it is an inventory reconciliation system with two primary components: 1) a discovery engine that automatically discovers the physical and logical content of Layer 1, 2, and 3 networks; 2) a reconciliation engine that uses the discovered information to improve the accuracy of data in the carrier's off-line inventory systems. TrueSource is pre-integrated with carrier inventory systems from leading software vendors. The result is lower operations costs, more accurate processes and better network utilization, all of which help a carrier to survive in today's climate. Since being launched in early 2002, TrueSource has been selected by two Tier 1 carriers in North America to support their inventory reconciliation processes.

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EnsemblePro 5.0
Concerto Software, Inc.

EnsemblePro 5.0, the result of one year of collaborative technological development efforts that began when Davox Corporation merged with CELLIT Technologies to form Concerto Software in January 2002, is revolutionizing the way companies utilize contact centers to communicate with their customers. EnsemblePro is the only unified customer interaction management (CIM) solution to be architected from the ground up to incorporate all of the functionality required by multimedia contact centers -- including ACD, predictive dialing, IVR, email, Web chat and collaboration, universal queuing, recording and reporting.

EnsemblePro offers the ability to connect with, and add value to, existing contact center point solutions. With its open architecture and rich APIs, EnsemblePro can also seamlessly integrate with CRM and other enterprise applications to provide contact center agents with immediate access to relevant customer information.

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CosmoCall Universe
CosmoCom

CosmoCall Universe (CCU) is a carrier-class system providing true next generation capabilities for mission critical contact center applications. CCU supports multi-channel customer interactions via telephone and Internet, live and message-based, fixed and wireless -- in one high capacity, high availability, multi-tenant platform. Customer Service Representatives (CSRs) are location-independent and need only to have a PC and a connection to an IP network to receive calls and messages from the CosmoCall system. The ACD Server at the heart of the system queues and routes all of these call types using the same set of user-defined business rules, to the most appropriate CSR, providing a single point of administration and management information.

CCU is implemented on industry standard computing elements and Windows 2000 or Windows XP Server and is based on IP communication and open, standards-based interfaces. The software is written in C++ and is object-oriented. Inter-process communication enables a distributed architecture. Furthermore, CCU fully exploits the benefits of the Windows 2000 security model.

The latest upgrade of CosmoCall Universe -- Version 4.3 -- was released in June 2002 (see attached press release). Version 4.3 provided new enhancements for service providers, further enabling them to offer next-generation high-margin contact center services on a hosted basis. Updates included: Integration of CCU's ACD with CosmoDialer for increased agent productivity for outbound calls, Enhancements to CosmoConnector application, Voice enhancements, and the Introduction of a new GUI for the agent soft-phone.

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Telescript 5.4
Digisoft Computers, Inc

Telescript 5.4 is a modular and scalable call center management solution designed to integrate with telephone, database and other call center related systems. Telescript utilizes a 100% completely customizable agent interface with a wide variety of easy-to-use transaction management tools and direct real-time database integration. A comprehensive set of call center management features, along with extensive production reports, provides management with the necessary tools to easily create and manage a campaign.

The ability to customize every aspect of a campaign enables clients to utilize Telescript 5.4 in virtually any type of industry. It's open database design, queuing, reporting, scripting, dialing, fulfillment, Internet connectivity, email management, multiple simultaneous projects and countless other features provide a considerable competitive advantage.

Telescript 5.4, which runs on a Windows NT/2000 Server, includes advanced email and reporting options, automated call blending with various phone switches and the ability to transfer a call with data from agent to agent (or supervisor).

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CallSAFE
Dynamic Instruments

CallSAFE is a complet audio storage and management system providing long-term audio and data retention. Our robust search engine locates events, locks critical calls from automatic purging, and classifies by call type and content from both local and remote workstations. Call data is safeguarded on a fault-tolerant, disk array system and critical components can be replaced while the system continues to operate without performance impact.

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Centergy Remote
EADS TELECOM North America

Centergy Remote extends contact center and enterprise telephony to agents working anywhere -- without replacing hardware. Although Centergy Remote works in tandem with the Intecom E or PointSpan voice platforms, it also allows customers to integrate the package with other voice hardware that may already exist within an enterprise environment, thus saving potentially costly hardware upgrades.

The tool allows customers to add powerful management and reporting capabilities and add new remote agents in minutes without special equipment or network facilities. Agents can participate fully in existing contact center call routing with resources such as voice mail and interactive voice response (IVR), and access customer information from any remote desktop with a phone and Web browser. Centergy Remote is a cost-effective, flexible tool for companies expanding their telephony options through the Web via existing voice infrastructure.

The product represents a new approach to centralizing telephony operations across multiple sites on a scalable level. Agent requirements are a workstation with minimum 266 MHz; WinNT 4.0 or higher, Win2K or higher, Win 98 Second Edition or WinXP; and network connectivity of 56K or greater.

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Edify 8
Edify Corporation

Edify 8 is designed to help organizations maximize the financial return from every customer and establish a strategic competitive advantage based on quality customer service. Edify 8 automates, assists, and analyzes customer interaction across all touch-points, helping companies migrate customers to lower cost self-service channels, provide seamless, intelligent escalation to assisted service, and gain valuable insight into customer satisfaction, needs, and preferences.

Featuring significant upgrades to its multi-channel CRM platform, Edify 8 delivers a group of integrated product suites all on one software platform including:

• Edify vCSR Voice and Wireless Suite - providing natural language speech recognition, speaker verification, and integrated text-to-speech capabilities.
• Edify vCSR eService Suite - provides the highest quality self-service experience by combining text understanding with personalized real-time fulfillment to enable email management, email and Web self-service, and Web chat and collaboration- all supported by a unified knowledge repository.
• Edify Contact Center Suite - provides a multimedia desktop application that routes contacts and delivers an integrated, contextual view of customer history, profile and other data, directly to the appropriate customer service representative (CSR), regardless of customer touch-point.
• Edify Customer Feedback & Analysis Suite - enables the acquisition and analysis of customer feedback about purchasing decisions, preferences, and customer satisfaction via both automated voice and Web channels.

The Edify 8 platform upon which the Edify products reside is comprised of - C-Server, (a multi-channel e-Business application server), the Edify Runtime Engine, (a graphical drag-and-drop environment for rapid application development and deployment), Edify Natural Language -ENL, (advanced natural language processing technology that powers Edify's email and Web self-service applications). Using Edify 8 allows an organization to lay the foundation for enterprise-wide support of new and evolving technology standards including SOAP, VoiceXML, and SALT.

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Click2Coach MultiSite Edition
Envision Telephony, Inc.

Click2Coach MultiSite Edition is an enterprise-class agent development solution. It includes all the power of the Click2Coach product suite -- including integrated quality monitoring, evaluation, and training tools -- and expands those capabilities to connect all contact centers into a single virtual organization for global management, administration, coaching, and reporting. By sharing information, best practices and training across the enterprise, supervisors can universally develop well-trained, knowledgeable agents who deliver a consistent and predictable experience for customers.

Click2Coach MultiSite Edition provides:

• A global view of agents, groups and contact centers from a single interface.
• Consolidated, real-time reporting.
• Easy browser-based access to reports.
• The ability to coach agents anywhere and from any location.
• The power to share information, training and best practices across multiple centers.

New features include: Web-based reporting; global distribution of training and coaching; centralized user administration; two Skillsoft training courses shipped with each system; scalable architecture; local file caching; enhanced security; and support for Windows XP.

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Call Center Director
EPOS Corporation

Call Center Director is designed for small to medium call centers that wish to improve customer satisfaction and agent efficiency through the use of screen pops and case management integration. Call Center Director allows calls to be tracked and all information entered by customer service agents maintained and accessed throughout the call. Screen-pop applications can be tailored to meet a customer's need using the package script. A screen-pop can provide the agent with customer account information and other details before accepting the call.

In addition to the screen-pop capabilities, which will run on the agent's Windows desktop, user data is maintained from "cradle to grave." Transfers and other call control features such as placing callers on hold and conference calls can be initiated from the agent's desktop application as well.

Call Center Director supports a number of network protocols as well as ISDN, TCP/IP, V.24, or X.25 for the connection to the switch. Call Center Director is a cost effective solution for automating routine call center tasks that includes an attractive set of features including connectivity to a broad range of switches and the ability of administrators to configure the system, check status, and run reports from a supervisory console.

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Click to Meet Express
First Virtual Communications

Click to Meet Express enables dispersed groups to meet online and conduct more effective, collaborative meetings. Maintaining the expressive and interactive communications of a traditional face-to-face meeting, through integrated audio and multipoint video, gives Click to Meet Express users an advantage that is simply not available with other web conferencing solutions.

Now ad-hoc web conferences with employees, partners and customers can be created on-the-fly and virtually anyone with an Internet connection and a PC can attend. With a rich palette of easy to use tools, including presentations, multipoint video, application sharing, and business quality audio, each participant chooses the collaboration tools most appropriate to the interaction.

Click to Meet Express can also include traditional video conferencing equipment in conferences - extending the investments you may have already made.

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Genesys Expert Contact
Genesys Telecommunications Labs, Inc.

Genesys Expert Contact provides rapid, single-call resolution of customer inquiries by extending the customer interaction beyond the walls of the contact center to specific departments or specialized experts in back office, branch office and field locations, providing consistent enterprise-wide customer service. This sophisticated routing solution transforms the entire enterprise into a contact center, so each employee or "knowledge worker" serves as a possible customer touch point allowing customer needs to be met by a skilled expert -- equating to more satisfied customers. 

The shorter sales cycles also lead to reduced contact center costs and increased revenues. Expert Contact sends customer data along with the call to the designated knowledge worker in the form of a "screen pop," so customers never have to repeat account numbers or other relevant data. Using pre-defined, business rules-based routing, the knowledge worker is involved in only those interactions that will bring the maximum business value to customers, business partners and the company. 

Expert Contact easily integrates with third-party CRM applications and leverages existing infrastructure for remote location deployment, reducing the need for additional hardware investments to further maximize CRM return-on-investment. Expert Contact can also be used for managing contact center overflow by routing calls to "informal agents" located throughout the enterprise. Expert Contact provides companies with new opportunities to lower service cycle times and increase customer satisfaction.

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Intel NetStructure PBX-IP Media Gateway
Intel

The Intel PBX-IP Media Gateway allows the integration of circuit switched and packet swithced telephony in a single Enterprise Network. Through its unique utilization of proprietary PBX protocols and open VoIP Protocols, the Intel PBX-IP Media Gateway allows Enterprises to migrate to IP telphony at their own pace and in their own way, IT managers can either drive their existing proprietary digital phone sets from an Open IP-PBX or drive open IP Phones from a proprietary PBX, without losing any features or functionality.

Intel NetStructure Host Media Processing Software
Intel

Intel NetStructure Host Media Processing Software allows small and medium sized deployments of IP only Media Servers using a pure software approach. Intel NetStructure Host Media Processing Software replaces the functionality of Digital Signal Processing (DSP) Chips with software that runs on an Intel pentium processor in the server. This software only approach provides advantages in terms of Total Cost of Ownership and scalability that cannot be matched by hardware based solutions.

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Customer Interaction Center (CIC)
Interactive Intelligence Inc.

Interactive Intelligence's Customer Interaction Center (CIC) is an open, software-based interaction management solution for contact centers. CIC's unified architecture enables it to replace a wide range of proprietary communication devices including PBXs/IP-PBXs, automatic call distributors, interactive voice response systems, voice mail systems, fax servers, Web gateways and computer telephony middleware systems. Functionality includes multimedia routing and queuing, speech-enhanced IVR, screen pop, call monitoring and recording, Web chat, and more. CIC can be used as a departmental or stand-alone solution. CIC supports circuit- and IP-switched platforms, including SIP.

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VistaPoint Integrated Call Manager
iQ NetSolutions

VistaPoint Integrated Call Manager (ICM) is a suite of applications that allows seamless call control and management of distributed Mitel SX-2000 and 3300 ICP telephone systems and users. It is designed to provide customers with real-time call control capabilities at their desktop regardless of their physical location in the enterprise. VistaPoint ICM consists of software applications that run on industry standard server platforms, and it supports standard interfaces for integration with leading third-party applications to further increase user productivity.

VistaPoint ICM is a feature rich application based on iQ NetSolutions’ VistaPoint Integrated Services (VPICS) architecture, which provides an powerful innovative framework that enables enterprises to maximize the flexibility, scalability, and management capabilities of mixed vendor legacy PBXs, IP-PBXs, Contact Centers, and Multi-site operations while providing a seamless path to VoIP networks.

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Talking SIP
IVR Technologies, Inc.

Talking SIP is one of the only software-only IVR platforms that integrates provider differentiating enhanced services with integrated real-time billing. Our solutions help drive revenue through the network with applications that are designed to attract and retain customers within a sustainable business model. Talking SIP ships standard with a complete suite of service offerings including prepaid/postpaid calling cards, 800/900 termination, tandem switching and voucher recharge. Based on the open standards SIP protocol, for broad interoperability, Talking SIP supports devices from Microsoft Messenger clients, IADs and IP phones to enterprise and trunking gateways and softswitch controllers, to provide robust and scaleable applications to service the needs and requirements of ITSPs, CLECs and iLECS.

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KnowledgeBase.net Enterprise Edition Ver 3.0
KnowledgeBase Solutions Inc.

KnowledgeBase.net combines the best features of document and knowledge management, high-speed portals, smart FAQ systems and powerful search technology to deliver a comprehensive self-service knowledge base for Customer Self-Service and Support. KnowledgeBase.net Version 3.0 significantly enhances portal, search, and document management features for improved personalization levels, functionality, and ease of use. Portals can be highly customized and seamlessly integrated with new Portal APIs and Portal Snap-Ins, which allow any desired part of the knowledge base application to seamlessly integrate into any Web or Intranet page. Version 3.0 also includes new search technologies such as WildCard, Stemming and Exact Word as well as a new Smart Synopsis that displays a preview of the searched word in context of the article. These enhanced search features ensure that information is delivered to end users in the most appropriate and useful manner.

Fully integrated as a web-based application, KnowledgeBase.net Enterprise edition scales up from 1-2 servers to a full array of redundant and load balanced servers. For enhanced performance, part of the 3.0 upgrades includes turn on/turn-off caching and SAN support. The Enterprise Edition is developed on open-standards and seamlessly integrates into most CRM software.

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EXS Converged Services Platform
Lucent Technologies

Lucent's EXS Converged Services Platform (CSP) fills a unique niche by offering a combination open Media Resource Server, Application Server and Signaling Gateway for both circuit-switched and packet-based networks. Working with over 25 third party software developers who create unique value-added services that run on it, the EXS CSP offers an open, programmable environment with interfaces that support standards-based protocols for both the PSTN and IP networks.

This NEBS-compliant platform includes T1/E1/J1/DS3/RTP network interfaces and signaling protocols CAS, CCS, ISDN, SS7/C7 and IP protocols SIP and H.323. Voice codecs include G.711, G.723, G.726, G.727, G.728 and G.729.

The most significant enhancement to EXS CSP in 2002 is the introduction of Call Agent Mode, a new feature that enables service providers to control IP-based voice calls from the CSP without requiring the actual media stream to pass through the CSP. This feature essentially increases system capacity by five times without additional hardware costs.

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Speech Driven Information System (SDIS)
LumenVox

The Speech Driven Information System (SDIS) is an easy-to-use, drag-and-drop GUI, wrapped around the company's Speech Recognition Engine (SRE). The SDIS is a complete PC-based speech information system for businesses, distributors and service providers that responds automatically with answers when telephone customers speak naturally to it.

The SDIS is one of the only speech applications that anyone within a company can develop, set-up, test, tune, and record prompts without the requirement of professional services fees. The newest addition to the already feature rich SDIS, at no extra cost, is Text-to-Speech (TTS). Other features include: natural language, which allows callers to speak more naturally by combining a pool of "non-critical phrases" with secondary items for further clarification; multi-level, that allows for easy entry of a series of questions to be asked that is dependent on the question before; and overview, that allows for a long introductory or explanatory sound file, that can be interrupted with extended explanations, then returns to the original sound file, where the caller had left off.

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PacketWave E-Series
Luminous Networks

Luminous' PacketWave E-Series metro optical access platform is now available in a compact and cost-effective chassis, making it ideal for customer premises deployment in multi-tenant units, campus networks, and business parks. Like the other members of the Luminous PacketWave family, the E-Series is based on the emerging RPR metro area network standard. It delivers a full range of new differentiated Ethernet-based services, while supporting TDM voice and circuit services.

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Mitel Networks 6600 Your Assistant
Mitel Networks

Mitel Networks 6600 Your Assistant and 6600 Your Assistant Professional (PRO) are redefining real-time communications and collaboration within the enterprise, giving users more personal control over information and communications than ever before. Through a familiar desktop client interface, enterprise users can now easily manage contacts, improve call handling and engage in "drag and drop" collaboration sessions. Future versions of 6600 Your Assistant will see the addition of presence and policy, data collaboration, and integration with the 5700 Voice First Application.

The 6600 is compatible with the Mitel Networks 3300 Integrated Communications Platform and is compatible across hybrid IP and digital environments. Users also enjoy increased choice and flexibility in how they manage their voice and data communications through integration with such leading applications as: Microsoft Outlook, Lotus Notes, ACT!, Goldmine and MSN Messenger.

Mitel Networks 6600 Your Assistant is truly user-focused. Inside and out, the 6600 Your Assistant is designed to make thoroughly robust and powerful communications, simple and easy to use. Technology should be about simplifying our lives while allowing us to do more, and that is what the 6600 Your Assistant is about.

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DialVision
MoonFire Corporation

DialVision is the first Progressive Dialing telemarketing application to be written entirely in HTML, resulting in a thin-client Internet product. MoonFire offers DialVision for installation on customer servers, or access via ASP.

In 2002, MoonFire made the following enhancements to DialVision:

• Created interfaces to Avaya's Definity, Nortel's Meridian, Cisco's CallManager, Artisoft's TeleVantage, Toshiba's Strata CS, and 3Com's NBX; and can drive them in an ASP environment.
• Added hosted VoIP through interfaces with a Cisco switch at Appia Communications using IP blue's Softphone, allowing businesses to quickly and affordably implement a totally hosted solution.
• Created the ability to interface with other "Best of Breed" applications without custom programming.

DialVision is written completely in HTML and accesses a SQL Server database. Users require nothing more than a PC capable of running Internet Explorer. DialVision's Next Call Logic takes into account multiple campaigns, time zones, shift times, and even whether the name is assigned to an individual, team, or globally. This technology allows DialVision users to register Talk Time per Hour in the 30-35 minute range, while eliminating many of the negative elements of Predictive Dialing.

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SHOUT900
net.com

net.com's SHOUT900 is a low-density media gateway that makes voice over IP more profitable for service providers and enterprises in both new and established markets by virtue of functionality and cost-of-entry. The SHOUT900 makes net.com's SHOUTIP telephony infrastructure among the most scalable and versatile available. Configurable to support 1 to 8 T1/E1s, the low-density SHOUT900 addresses massive untapped market segments.

SHOUT900 incorporates the competitive advantages that distinguish the net.com solution -- extensive signaling, origination and termination of voice services, integrated IVR and support for enhanced voice services -- and raises industry stakes for VoIP by delivering:

• Integration: up to 100x as many calls/shelf. SHOUT900 offers a complete VoIP solution integrating: gateway, gatekeeper, switching, IVR, call control, signaling, SIP/H.323 interworking.
• Extensive signaling and interworking. SHOUT900 integrates SS7/C7 signaling to connect to the PSTN, acting as an SSP for the SS7 network. SHOUTIP incorporates the first complete, integrated H.323/SIP interworking for interoperability.
• Distributed architecture and IVR intelligence. SHOUTIP's architecture distributes intelligence across the network, including billing and IVR capabilities.
• Enhanced security. net.com's BESTflow Signaling Protocol enables tunneling of firewall capabilities to solve a key deployment issue surrounding VoIP.

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eCare
Netopia, Inc.

Netopia's eCare is empowering call centers and independent consultants worldwide to communicate with customers online by remotely sharing and operating their desktops, sharing files and web-content, chatting, running live diagnostics and troubleshooting anytime, anywhere, on any platform.

eCare is built on a web foundation of smart thin clients, dynamic UI, and a powerful web-server that facilitates communications between any computer (PC, Mac, Linux, Solaris) regardless of the proxy server, corporate firewalls, and other obstacles that are so often getting in the way of a true collaborative solution. eCare's greatest advantages are zero-configuration, and ironclad multi layer security functions that include password authentication and SSL Encryption.

For corporations that depend on technology as the foundation of their business, eCare adds a critical dimension to customer service and technical support. Customer support agents using eCare can streamline their service processes, reduce cost-per-call, resolve technical problems on the spot, and increase customer satisfaction. eCare is available as a hosted product for a monthly subscription fee, or as a site server deployment. Netopia also offers rich customization and integration packages that fit your IT environment and budget.

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Symposium Call Center Web Client
Nortel Networks

Nortel Networks Symposium Call Center Web Client is a new, browser-based thin client introducing superior management tools which better equip call center managers to make improved business decisions and respond faster to customer needs. It also enables call center managers to increase the overall effectiveness of their contact center by providing richer real-time information that can be used to address peak loads and reduce wait times. And, the best news is that supervisors and managers can connect to these powerful management tools and reports simply by using a standard Internet browser. This makes it easy to monitor and adjust real-time performance -- as well as access historical reporting and administer the system -- from almost anywhere within their corporate network.

In addition, Symposium Call Center Web Client 4.0 significantly improves the administration and configuration of clients on Symposium Call Center Server. The client software is centralized on a single server removing the need to install, patch and upgrade clients individually. The ability to configure agent skillsets and process upgrades from one single location saves a considerable amount of time and expense for call center administrators and installers.

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Emvolve Performance Manager v3.0
Performix Technologies

Emvolve Performance Manager is a performance management software solution that drives performance, productivity and profit within contact centers by focusing on the employee. This new release takes Performix Technologies' approach to employee performance management one step further and focuses on using the same factual information on individuals' performance to prioritize, target and direct learning activities that address the employee development needs that are most significantly impacting a company's business performance.

In addition to ensuring the right people receive the right type of development based on factually identified needs and the priorities of the business, Emvolve Performance Manager brings the process to its logical end by analyzing and recording the actual impact of the learning activity on the weaknesses it was targeted to address.

Two key things that make Emvolve Performance Manager V3.0 unique are that it is the only solution that can prioritize and direct development needs for all type of performance objectives -- from call quality to sales conversion; and that it is the only solution that can enable the selection and scheduling of all types of learning activities from e-learning to one on one coaching sessions, and provide feedback across the organization on the impact and ROI of the learning that has been undertaken.

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PIKA MonteCarlo MM-series SDK, Release 5.7
PIKA Technologies Inc.

PIKA Technologies' Release 5.7 PIKA MonteCarlo MM-series SDK was made available to developers of voice solutions on February 28, 2002. The SDK, in combination with PIKA digital- and analog-interface voice cards, delivered significant feature enhancements and performance gains to developers of voice solutions.

The SDK includes:

• Low-level application programming interface (API);
• Device drivers for Microsoft Windows NT;
• Dynamic link libraries (DLL);
• Easy to use PIKA Test (PIKA Test) utility;
• Online help files and documentation;
• C library files for linking programs (Microsoft Visual C++ format);
• Sample C programs that demonstrate various PIKA hardware features;
• Various utilities to learn call progress tones, custom tones and calculate DSP usage for various applications; 
• List of redistributable files.

Release 5.7 delivers a three times improvement in play/record performance, and a four times improvement in call density performance over earlier versions. Release 5.7 supports 500 to 1,000 simultaneous play and records per system, and up to 200,000 call setups and teardowns per hour. These gains benefit developers writing high volume applications like television voting, call recording, and large conferencing systems.

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6100 Contact Center Management - Version 4.0
prairieFyre Software

The 6100 Contact Center Management - Version 4, is a pure web-based solution providing a complete portfolio of applications for all types of contact centers (single site or geographically dispersed), including multi-media queuing and management.

Enterprise-wide management can be performed from any PC in any location from the browser over the Intranet or Internet.

All applications may be housed in the same server with these requirements:

• 512 MB RAM
• 20 GB HDD
• Microsoft Windows 2000 Server with SP2
• Microsoft Outlook 2000
• Microsoft Exchange 2000
• Microsoft SQL 2000IE 6 or higher

Significant enhancements include.

1. Support for French, Spanish, Portuguese, Italian, Dutch, and German languages. UI language can be changed on the fly.
2. Multi-media queuing, with skills based routing.
3. Real-time interactive management of all media queues and agents across the enterprise from the browser.
4. Complete Microsoft.NET implementation.

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pulsesoftswitch
pulse

For companies who already offer or who are planning to offer long distance services in the form of calling cards, pulsesoftswitch is a full and comprehensive system. pulse has designed a solution to give the user virtually limitless control over their system. pulsesoftswitch is a cost-effective, Windows-based platform with an IP gateway and PSTN interface and uses Intel Dialogic hardware. This platform includes the pulsecomposer development tool kit and the web-based pulseswitchmanager administration software.

A complete turnkey switch, pulsesoftswitch maintains the highest quality of service. Pre-paid, post-paid, call back, voice mail, conferencing, and other easily modifiable applications are available for intelligent network interfacing.

pulsesoftswitch's newly added, enhanced features include:

• ANI-based billing
• Tandem switching
• Follow/find-me services
• Billable voice mail
• Auto-notification, auto-dialing
• Verisign credit card billing
• Voice recognition for speed-dialing
• Voice verification for PIN validation
• Fax and email integration with text to speech.

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RADVISION 3G-324M Protocol Developer Toolkit
RADVISION

While the vision of a true 3G IP-based network has been pushed out a bit, the promise of a feature-rich, real-time multimedia wireless experience has not. This is due to the emergence of a standard, called 3G-324M, which addresses and supports the real-time streaming of multimedia broadband wireless communications by routing traffic over the circuit-switched network. Being circuit-switched based, the standard has all the hallmarks of a protocol ideal for streaming real-time multimedia, including a fixed delay, low overhead of CODECS, and no IP/UDP/RTP header overheads.

The 3G-324M Toolkit provides network equipment and mobile device manufacturers the ability to improve time-to-market by simplifying and accelerating the development process for high performance, standards-based 3G-324M wireless products for devices from handsets, gateways, media servers and other network devices.

RADVISION SIP Server Toolkit
RADVISION

SIP Servers are essential network elements that are crucial to enable next generation SIP-based communications to arrive to market. SIP servers form a crucial component in the new VoIP architecture, enabling SIP endpoints to exchange messages, register user location, and seamlessly move between networks. SIP Servers enable network operators to install routing and security policies, authenticate users, and manage user locations.

RADVISION's SIP Server Toolkit is part of the V2oIP ENSEMBLE SIP development solutions. The Toolkit provides a complete framework for developing all types of SIP Server applications including Proxies, Redirect Servers and Registrars. The SIP Server Toolkit radically simplifies and accelerates development by providing a standards-compliant, robust and high performance implementation of standard SIP server functionality controlled through a multi-level, user friendly API.

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HiPath Xpressions
Siemens Enterprise Networks

HiPath Xpressions is an IP-based unified messaging application that unites voice, fax, e-mail, and SMS into a single mailbox that can be accessed easily from any PC or touch-tone phone. It is a tool for businesses large and small, single-site and multi-site, with mobile and distributed workforces that rely on knowledge resources. With HiPath Xpressions, users can listen to voice messages in their e-mail and have e-mail messages read to them via telephone. Messages can also be intelligently filtered to enable users to select only certain senders, subjects or levels of priority - critical for quick access to priority emails over the phone. HiPath Xpressions works with the customers' choice of Microsoft Exchange, Lotus Domino, or IMAP4 email integrations.

Additional enhancements have been made to the third generation of HiPath Xpressions that make it worthy of product of the year. HiPath Xpressions now supports the customer's choice of unified architecture for ease of administration or integrated architecture for messaging redundancy, or a combination of the two -- an exclusive capability. Designed with global enterprises in mind, this version offers enhanced features such as user-defined call routing, scalability to 100,000 users, internal or external fax support, and multilingual support.

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InCharge Service Assurance Manager 5.0
SMARTS (System Management ARTS, Inc.)

InCharge Service Assurance Manager (SAM) is the cornerstone of the InCharge management suite, designed for service providers and enterprises whose businesses depend on a networked infrastructure. InCharge Service Assurance Manager integrates and correlates topology and events from various sources spanning network, system, application, and business objects. It seamlessly integrates with CRM, provisioning, and other OSS systems. The result is a real-time, end-to-end perspective on the infrastructure, its health, and its impact on the business through a "single pane of glass."

InCharge SAM 5.0 introduces the following new modules that make its release significant, including: Web Portal, Report Manager, Business Impact Manager, Summary Views and Hierarchical Implementation Support.

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Sonexis ConferenceManager
Sonexis, Inc.

Sonexis ConferenceManager, a premises-based audio and web conferencing system, seamlessly integrates within an enterprises existing voice and data network. The integrated audio and web system instantly eliminates the costly per-minute conferencing costs users currently pay to service providers, and also rids enterprises of restrictive web seat licenses.

The dramatic cost reductions promote the use of enterprise-wide conferencing to drive business process efficiencies while allowing employees to be more productive, foster stronger business relationships and make quick decisions.

Sonexis ConferenceManager includes integrated scheduling and notification services; PSTN, PBX, IP-PBX and VoIP connectivity; spontaneous or scheduled conferences; minimal user training; Microsoft Outlook; integration for scheduling and contact management; wireless integration with SMS or Blackberry clients; multiple levels of security; call detail reporting; full duplex, all digital voice quality; and a rapid installation process.

Capacity and connectivity:

• PSTN audio conferencing supporting 24, 48, and 96 ports (T1 PRI and CAS);
• IP audio conferencing supporting 30 to 120 connections (H.323 and TAPI WAVE for 3Com NBX);
• Web conferencing supporting 30 to 150 connections with up to 25 participants per web conference.

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Mandi
SpeechPhone

Mandi is a voice-activated virtual assistant who can be accessed through any phone. She manages all your different communication needs and acts as your single point of contact.

As your assistant, Mandi will answer calls made to your new local SpeechPhone number. She'll screen the calls, route the call to you at up to 5 locations and take messages if you prefer.

But that's just the beginning. With Mandi you can use also voice commands to:

1. Dial by name or number
2. Play voice mail messages and call the person back
3. Listen to e-mail over the phone and reply or send new e-mail messages
4. Forward any voice mail or e-mail to anyone you know
5. Broadcast to a group via voice mail or e-mail

You can also use Mandi on-line for your unified messaging, personal directory and complete account set-up.

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Sphericall 3.4
Sphere Communications

Sphericall version 3.4 is a flexible, scalable standards-based enterprise communications solution delivering key convergence-based IP PBX features to today's distributed and virtual workforce. Capabilities in Sphericall 3.4 such as softphone, native voicemail and multi-level auto attendant with built-in unified messaging, video and multi-modal communications provide even more options to address customers' business telecom needs. Telecommuters, remote workers in field offices, employees traveling between facilities and sharing hotel-style work space can now plug into the Sphericall system from anywhere on the network and have all the functionality of a corporate station. Sphericall 3.4 delivers significant ROI by leveraging a single network infrastructure, providing a solid foundation for value-added applications, and helping enterprises migrate from legacy to IP-based systems at their own pace.

Sphericall helps drive business excellence for multi-site, distributed and large organizations through its flexible, scalable, reliable, and cost-effective VoIP solution. As a real-world solution to business telecom needs, Sphericall 3.4 ensures that organizations are not lost in an endless loop of phone system upgrades, costly maintenance and employee training. Centralized administration and modular architecture make Sphericall efficient to operate and manage.

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StrataDial.VC2 - Virtual Contact Center
Stratasoft, Inc.

Stratasoft's Contact Management Solution, StrataDial.VC2 - Virtual Contact Center, Version 9, lends more diversity and functionality to the already feature-rich capabilities of their system.

Built on the Intel Global Call Platform and featuring seamless outbound predictive dialing, inbound automatic call distributing, voicemail and auto attendant capabilities, StrataDial advances today's contact center beyond ordinary inbound and outbound limits to boundless versatility. This tightly integrated package enables our clients to communicate with their clients and prospects through any preferred method of contact, be it phone, fax, e-mail or the Web.

StrataDial, which is compatible with global standards, including E-1, ISDN and North American Analog and T-1, is now geographic independent. A current client has a contact center in Mumbai, India, yet its telephony server is located in the United States to benefit from the more cost effective long distance rates.

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Symmetricom SyncServer S100
Symmetricom

The Symmetricom SyncServer S100 solves a fundamental issue that affects all enterprises: the issue of ensuring secure and accurate synchronized time throughout the system. When the time on IT systems varies with each other or with the correct time, processes fail, data can be lost, and security is compromised. How organizations keep track of time has a major impact on the overall security of the organization's IT infrastructure. Time mechanisms used to keep track of time need to be secure because they are usually vulnerable to exploitation by a hacker.

In February of 2002 Datum (now called Symmetricom) developed the SyncServer S100, the first commercial secure Network Time server on the market. SyncServer S100 meets the need for precise, secure and automated setting of time on IT systems, providing precise UTC (Coordinated Universal Time) without using the Internet and opening security vulnerabilities. SyncServer implements the security components of NTP Version 4, which minimizes the ability of hackers to use NTP to change time on a system. NTPv4 implements asymmetric encryption - the same technique used to secure web sites to protect credit card numbers from unintended interception.

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Contact Center COMMUNITY 2.0
SYMON Communications, Inc.

Contact Center COMMUNITY 2.0 is a 100% Web-based workforce management solution that provides timely contact center schedules and performance data to agents and supervisors in both local and remote settings. COMMUNITY uses next-generation Web technologies to retrieve and store ACD statistics, create volume and headcount requirements, optimize schedules, and monitor agent status for real-time adherence.

Additionally, COMMUNITY is designed to be the single source for operational information throughout the entire contact center organization. It encourages participation by all levels of the contact center's personnel, from management down through the organizational chart, which results in more accurate and universally acceptable schedules and information sharing. As a result, COMMUNITY frees up more time to focus on important issues in the contact center.

COMMUNITY has a user-friendly, Web familiar GUI and a natural flow to scheduling that reduces the time and cost associated with training new users. With a flexible, scalable architecture leveraging Internet technologies, COMMUNITY provides centralized management of all resources for both large, distributed centers and small, local work groups. With a unique approach to workforce management using modern Web technologies and a dedication to ease of use, COMMUNITY is a breakthrough in contact center operations management.

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myTASKE
TASKE Technology Inc.

myTASKE is a component of TASKE Management Solutions, an integrated suite of telephony management products for the small to medium business environment. Released in 2002 as part of TASKE Version 8.5, myTASKE offers contact center supervisors a fully configurable web portal that provides access to real-time monitoring, historical reporting, and replay of call center events and agent and queue activity.

myTASKE was built using the best attributes of established web technologies. Rather than a monolithic Java application, only components that require real-time interaction are Java based. These Java applets are loaded from within a lightweight and efficient JavaScript and HTML framework. Furthermore, myTASKE does not rely on specific client technologies or applications and will run in any web browser that supports HTML 3.2, JavaScript 1.2 and Java 1.1. It is therefore available to users with Macintosh PCs, network appliances or other thin clients, as well as the more common Microsoft-based PC.

TASKE Management Solutions Version 8.5 supports a wide variety of common telephone switches, including both traditional TDM and IP-based telephone systems from Avaya, Mitel, Inter-Tel, Iwatsu and Toshiba.

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TL-MB 8000 World First P4 Industrial Motherboard
Technoland Inc.

The TL-MB 8000 is a Pentium 4-based Industrial Motherboard that comes with 3 ISA and 3 PCI slots. It is based on the Intel 845G chipset that supports 533MHz FSB (Front Side Bus). The 845G chipset includes Intel's latest ICH4 chipset that supports USB 2.0 with peak transfer rate of up to 480Mbps. TL-MB 8000 supports Intel Pentium 4 processors of up to 2.4GHz or higher, and with two PC 200/266 DIMM sockets on board support up to 2GB DDR SDRAM. With the fast CPU speed and most expandable open slots, the TL-SBC 8280 is the perfect choice for those who want superior performance and expansion for Computer telephony, automation, Internet and telecommunications.

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VQmon/SA
Telchemy, Inc.

VQmon/SA is a non-intrusive VoIP call quality monitoring software made universally available to vendors of VoIP test equipment, network analyzers, probes, and SLA verifiers. It removes a critical "blind spot" as traditional management devices suffer from not having visibility into application-critical jitter buffer operations. VQmon/SA thus allows them to accurately deliver service assurance, problem diagnosis, and management solutions to major enterprises and service providers. VQmon/SA measures the effects of key "real world" network impairments on voice quality.

This release features a new jitter buffer EMULATOR that dramatically increases the number of calls that can be simultaneously monitored, and it adds a rich set of critical statistics related to jitter, discards, and the jitter buffer. Jitter is among the most significant problems affecting VoIP calls, and the interaction between jitter and the jitter buffer is complex but crucial to understand, in order to measure quality and solve problems. The new jitter measurement and jitter buffer diagnostics capability in VQmon SA allows network managers to quickly diagnose jitter-related problems and to optimize critical jitter buffer settings in IP phones and gateways.

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EdgeLink OTM1000, OC-3 SONET Terminal Multiplexer
Telco Systems, Inc.

The Telco Systems' EdgeLink OTM1000, OC-3 SONET Terminal Multiplexer, enables service providers to deliver traditional T1 and T3 services over an OC-3 fiber feed as well as the new Ethernet over SONET transparent LAN services, without the wasted bandwidth found in traditional Packet over SONET (PoS).

EdgeLink OTM 1000 is the industry's first edge SONET terminal multiplexer designed to address the need for compact efficient last-mile delivery of voice and data services. It optically transports an OC-3 to locations where copper cannot reach, where voice and data service delivery needs exceed T1 or T3. EdgeLink OTM1000 is ideal for connection to fiber spurs off a carrier's SONET backbone ADM or in point-to point applications for extension of T1, T3, and Ethernet from a CO or POP.

Key differentiators for EdgeLink OTM1000 in the SONET terminal multiplexer market are its flexibility and efficiency. It has the ability to virtually concatenate (VC) two STS-1 payloads into a single 110 Mbps payload that can carry a 100BaseT Ethernet (fast Ethernet) connection with a DS3 available for delivery or to be used with an M13 for T1 fan out. The VC scheme uses maximum efficiency as opposed to wasting bandwidth mapping an 100BaseT Ethernet connection to a single OC-3 155 Mbps which is typical with packet over SONET (PoS).

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Hermes Web Edition
Vocalcom

Vocalcom offers a complete multi-channel call center solution in full web mode. This architecture gives Hermes Web Edition flexible deployment, ease of administration and mutualisation of multi-site resources. Hermes Web Edition can be used independently or by module in conjunction with Hermes Pro Interactive or Hermes Tools.

Easy deployment and administration allow Hermes Web Edition to respond to the various problems experienced by large-scale call centres. The Web Edition workstation requires no local installation, which means all upgrades and updates are accessible from all stations without intervention or loss of production.

Its full web architecture and the natural ability of the V-Server to manage voice over IP calls also make Hermes Web Edition the ideal solution for multi-site call centres. This solution uses reduced bandwidth. This technology makes it possible to link several small call centres at a lower cost and/or to expand while keeping human-scale sites.

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Spot It!
VorTecs, Inc.

VorTecs Spot It! uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP) a flexible Computer Telephony Integration base, Spot It! enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance, and order validation.

Spot It! significantly decreases the amount of manual involvement that is required for monitoring agent activity. It provides a facility to actively monitor for script adherence by scoring key performance indicators, ensures compliance by identifying required statements are made in the context of the conversation and through order validation by lifting entered data from an order, creating a variable rule and comparing the entered data to a structured confirmation. Of equal importance is Spot It!'s ability to identify required words or phrases that were omitted in an interaction with a customer.

Effectively, Spot It! converts audio recordings into another data silo for customer information. This additional component provides unparalleled access for the user to business intelligence that is based on potentially, the most valuable information of all, what the customer is saying.

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TelAlert for HP OpenView Service Desk
Vytek, Inc

Empower your service desk by using TelAlert Urgent Messaging System. Vytek's TelAlert for HP OpenView Service Desk helps you manage your service level agreements by efficiently facilitating communication between mobile staff and the back office, ensuring that all critical events or customer service issues are handled.

Vytek provides integration for Service Desk, providing OpenView customers with the ability to automate and deliver messages from Service Desk when a field service worker needs to be contacted, when a customer service issue is critical, when a response is required from the person who can take action to resolve an urgent issue.

Along with its multi-device, multi-protocol support, sophisticated workflow features such as escalations, schedules, filtering, broadcast messaging, custom/pre-defined responses, including voice messaging and IVR, make TelAlert the solution of choice.

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eQuality Software Suite
Witness Systems

eQuality is a fully integrated performance optimization software suite that helps global enterprises capture customer intelligence and optimize workforce performance. Comprised of business-driven customer interaction recording, performance analysis, and e-learning management solutions, the browser-based suite helps enhance the quality of customer interactions across communications channels, including telephone, e-mail, and the Web. Through its enterprise collaboration architecture, valuable customer intelligence can then be shared in contact centers and throughout entire organizations.

The closed-loop suite enables companies to record, evaluate, and analyze customer contacts, and then launch e-learning to develop staff, drive revenue, and achieve greater customer satisfaction. Leveraging eQuality's "business-driven recording" capability, companies can designate and capture the types of contacts that drive their business goals. Because eQuality is developed and supported by a single vendor and its modules are fully-integrated, customers can better maximize/leverage their resources/technology investments through complete maintenance and structured upgrade paths; targeted business consulting, simplified installation, and comprehensive training; deeper interoperability; assistance from a single, dedicated support organization; and common user interfaces that lead to shorter learning curves. 

With a tightly-integrated performance optimization software suite, organizations can minimize the risks associated with managing multiple vendors and disparate systems/databases, while also improving the degree of intra-application integration and reducing the total cost of ownership.

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