GeoTel Delivers Network-to-Desktop CTI Functionality with GeoTel-CTI Desktop.LOWELL, Mass.--(BUSINESS WIRE)--Feb. 3, 1999-- New Product Raises the Bar for CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. by Eliminating the Need for Complex Programming and Systems Integration GeoTel Communications Corporation (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :GEOC GEOC Government Emergency Operations Centre GEOC Graduate Employee Organizing Committee ), a leading provider of customer-interaction software solutions for mission-critical call center applications, today announced the introduction of GeoTel-CTI Desktop(TM). Used in conjunction with Intelligent CallRouter(TM) (ICR (Intelligent Character Recognition or Image Character Recognition) The machine recognition of hand-printed characters as well as machine printing that is difficult to recognize. ), Network Intelligent CallRouter(TM) (Network ICR) or Site ICR(TM) Version 4, this new product enables customers to deploy a complete network-to-desktop CTI strategy that includes comprehensive functionality at the agent's workstation. GeoTel solutions are being showcased at Call Center '99, Dallas, Texas “Dallas” redirects here. For other uses, see Dallas (disambiguation). The City of Dallas (pronounced [ˈdæl.əs] or [ˈdæl. , February 3 - 4, 1999, in booth #221. GeoTel's Enterprise CTI solutions are powerful tools that help customers realize the full potential of customer-interaction resources, including Intelligent Networks, ACDs, IVRs, Web servers, and agent desktops, in a single software environment. These products deliver a uniquely rich set of data - collected by GeoTel software - to desktop or server applications, providing enterprise-wide call-event and customer-profile information to a targeted agent's desktop. This unique CTI strategy enables the full utilization of corporate data in support of business objectives at the point of customer transaction fulfillment. "GeoTel is setting a new standard for CTI by delivering software that integrates call center systems from the network to the desktop - and across the enterprise - with virtually no custom development or systems integration," said Lou Volpe, senior vice president of sales and marketing, GeoTel Communications. "This new paradigm New Paradigm In the investing world, a totally new way of doing things that has a huge effect on business. Notes: The word "paradigm" is defined as a pattern or model, and it has been used in science to refer to a theoretical framework. enables GeoTel customers to implement CTI more quickly and cost effectively than companies deploying traditional, nodal Having to do with nodes. See node. NODAL - Interpreted language implemented on Norsk Data's NORD-10 computers. Used by CERN and DESY high energy physics labs to control their accelerator hardware, PADAC and SEDAC. Included trackball input, graphics. solutions creating a powerful competitive advantage." Product Features and Benefits GeoTel-CTI Desktop is a collection of ActiveX controls that provides desktop applications with full access to GeoTel-CTI Server(TM) while abstracting the underlying details of the telephony system. As a result, screen-pops and other CTI operations can be easily generated and integrated with business applications without the need for custom code. Insulation from Telephony Details: The foundation of GeoTel-CTI Desktop is two OLE automation servers - one "in-process" (a .DLL (1) See data link layer. (2) (Dynamic Link Library) An executable program module in Windows that performs one or more functions at runtime. DLLs are not launched by the user; they are called for by an executable program or by other DLLs. ) and the other "out-of-process" (a .EXE Exe (ĕks), river, c.55 mi (90 km) long, rising in the Exmoor, Somerset, SW England, and flowing S across the Cornwall peninsula, past Exeter to the English Channel at Exmouth. ) - which can be embedded into any OLE container In OLE compound document technology, it is the OLE client application, which holds the linked or embedded objects. See OLE. application such as Microsoft Internet Explorer See Internet Explorer. or Visual Basic, allowing developers to leverage the power and flexibility of Microsoft OLE technologies at the agent desktop, insulating business applications from the details of computer telephony. GeoTel-CTI Desktop maintains the states of the agent and teleset, while communicating with GeoTel-CTI Server via TCP/IP TCP/IP in full Transmission Control Protocol/Internet Protocol Standard Internet communications protocols that allow digital computers to communicate over long distances. and with desktop applications via OLE. Customizable Softphone: GeoTel-CTI Desktop includes a fully functional softphone that enables agents to perform all necessary telephony functions from the desktop. Call center managers can easily customize the softphone by "dragging and dropping" selected telephony utilities such as answer, hold, transfer and conference into the configuration of choice. As a result, a softphone can be created with the look and feel that best meets a call center's business requirements, without the need for desktop programming. Softphone Controls: GeoTel-CTI Desktop also includes a collection of softphone controls that provides all of the functionality of the softphone from within an existing business application. Administrators can simply "drag and drop A graphical user interface (GUI) capability that lets you perform operations by moving the icon of an object with the mouse into another window or onto another icon. For example, files can be copied or moved by dragging them from one folder to another. " selected softphone controls into their desktop business applications, avoiding complex programming and immediately providing agents with CTI functionality. Delivery of Agent Statistics: GeoTel-CTI Desktop delivers a real-time feed of agent statistics to the desktop, providing agents with information useful for self-evaluation and motivation. Because it is an ActiveX control, this functionality can run within the context of any OLE container, such as Visual Basic, Excel or a Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. . Based on customer requirements, it can reside in the same container application as the softphone or can execute and reside outside the softphone. Fault Tolerance at the Desktop: GeoTel-CTI Desktop brings ICR fault tolerance to the agent's desktop by constantly monitoring the status of GeoTel desktop CTI components. In the event of a fault, CTI connections are automatically restored, ensuring that the agent always has the necessary data to complete customer transactions efficiently and accurately. Support for TAPI (Telephony API) A programming interface from Microsoft and Intel that is part of Microsoft's WOSA architecture. It allows Windows client applications to access voice services on a server. : GeoTel-CTI Desktop also includes a fully compliant TAPI 2.1 interface that helps developers easily integrate TAPI applications from third-party vendors with the ICR. This interface acts as middleware between GeoTel-CTI Server and client applications that utilize TAPI protocol. The interface handles both inbound and outbound traffic, supports multiple call appearances on a single teleset, and provides third-party call control functionality while transparently providing business applications with the ICR's inherent fault tolerance. Tools for Developers: For developers who want to create code for use with Enterprise CTI products, the CTI Toolkit included with GeoTel-CTI Desktop provides numerous examples of working sample code that perform such functions as screen-pops and third-party call control. The toolkit preserves investments in existing desktop strategies by enabling developers to design applications for such varied platforms as Windows 95, Windows NT, OS/2, Macintosh, and even 3270 terminals. Multiple development environments including Visual Basic, C++, and HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. are supported. Pricing GeoTel-CTI Desktop is priced at $200 per desktop. Availability The functionality in ICR Version 4 will be commercially available beginning March 1, 1999. About GeoTel Communications GeoTel Communications Corporation (NASDAQ:GEOC), with headquarters in Lowell, Mass., is a leading global provider of customer-interaction software solutions for mission-critical call center applications. The Company's full-featured Computer Telephony Integration Computer Telephony Integration - Computer Telephone Integration (CTI) products create an enterprise-wide customer-interaction platform by integrating multi-vendor networks, automatic call distributors, voice response systems, databases, desktop applications and other resources. Solutions are provided for single-site, multi-site and network service provider deployments. GeoTel customers include some of the world's largest users of telecommunications and technology services. The Company's software is distributed via a direct sales organization with offices throughout the U.S., Europe and Asia-Pacific, and through selected business partners. GeoTel product and Company information is located on the World Wide Web at http://www.geotel.com. Copyright (c) 1999 GeoTel Communications Corporation. All rights reserved. GeoTel, Intelligent CallRouter, Pre-Routing and Post-Routing are trademarks of GeoTel Communications Corporation registered in the United States and other jurisdictions. Network Intelligent CallRouter, Site ICR, GeoTel stylized styl·ize tr.v. styl·ized, styl·iz·ing, styl·iz·es 1. To restrict or make conform to a particular style. 2. To represent conventionally; conventionalize. logos and all product names in the GeoTel product family are trademarks of GeoTel Communications Corporation. All other company and product names are trademarks or registered trademarks of their respective holders. The information in this document is subject to change without notice. Printed in the United States of America UNITED STATES OF AMERICA. The name of this country. The United States, now thirty-one in number, are Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, New Hampshire, . Statements in this press release that are not based on historical facts, such as statements regarding GeoTel's business outlook and customer orders, may be considered forward-looking statements that involve risks and uncertainties. The Company's actual results may differ materially from the results discussed in these forward-looking statements. Factors that could cause or contribute to such differences include, without limitation, changes in the market, new products and announcements from other companies, changes in technology, and the impact of competitive products and pricing. Additional information on the factors that could affect the Company's financial results is included in the Company's amended 1997 Form 10-K Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. and other Company reports which are filed with the Securities and Exchange Commission. |
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