IEX公司宣布其具有实用性的呼叫路由产品TotalNet 4.0版本问世。新版本提高了ACD系统对于从网络上来的呼入的智能性和规则路由选择性功能。TotalNet可将多址呼叫中心结合成一个联系中心，即使是在不同的网络上，和使用不同的ACD制造商的产品。
IEX announced general availability of its TotalNet Version 4 call routing product. Version 4 enhances the functionality of traditional automated call distribution (ACD) systems enabling intelligent, rules-based routing of incoming calls as they are delivered by the network. TotalNet combines multiple center locations, even those utilizing different network carriers and ACD manufacturers, into a virtual contact center.
AVT宣布推出CallXpress和CallXpress企业信息系统5.30 版本。这一版本为企业内部的流动人员及行政管理流程提供了改进的通信手段，并且减少大型、多地点办公型企业的总拥有成本（TCO）。
AVT announced the release of CallXpress and CallXpress Enterprise Version 5.30. This release offers enhanced communication tools for mobile professionals, streamlined administration, and a reduced total cost of ownership for large, multi-site enterprises.
随着众厂家都把客户的满意度作为一个主要的目标，亚洲呼叫中心硬、软件市场的竞争进一步加剧。据最新的Frost & Sullivan研究报告称，“亚洲的呼叫中心硬、软件市场将保持快速增长势头，在1999年2.72亿美元产值的基础上，2006年将达到9.469亿美元。
With competition intensifying following the deregulation, privatization and liberalization of the Pan Asian call center hardware and software markets, increased customer satisfaction has become the goal among many Pan Asian companies. According to new strategic research by Frost & Sullivan the "Pan Asian Call Center Hardware and Software Markets" are expected to register impressive growth rates. In 1999, this market produced revenues of $272 million. By 2006, those revenues are predicted to reach $946.9 million.
Kelly Services公司，全球呼叫中心人员培训软件提供商，发布了其全面的呼叫中心培训解决方案扩充版本KellyConnect。KellyConnect是Kelly Services公司的独有产品，由用于实际的全球高水平呼叫中心业务员所需的招收、评估、选择、培训、保留和管理等的培训工具组成。这一产品可适合于各种不同类型的呼叫中心的需要。作为ITC 培训公司的唯一合作伙伴，一个新的KellyConnect产品的开发，增加了交互性、多媒体的课程培训。
Kelly Services, a global provider of staffing services, announced an expanded version of the comprehensive call center solution, KellyConnect. KellyConnect is an exclusive Kelly Services program made up of the best practice tools necessary to recruit, assess, select, train, retain and manage top-performing call center agents worldwide. The product offers comprehensive call center staffing solutions for a variety of call center needs. Through an exclusive partnership with ITC Learning Corporation, a new KellyConnect enhancement has been developed adding a suite of interactive, multimedia training courses.
Attachmate日前作为战略软件合作伙伴，加入了Siebel联盟。Attachmate将它的e-Vantage产品核心商业信息融入到Siebel电子商务应用中，为Siebel用户提供直接的、双向的、实时处理历史数据和应用服务。
Attachmate has joined the Siebel Alliance program as a Strategic Software partner. Attachmate's e-Vantage products integrate core business information into Siebel eBusiness applications and will provide Siebel Systems customers with direct, two-way, real-time access to legacy data and applications.