WOOD DALE, Ill. – Aug 24, 2004 – Rockwell FirstPoint Contact Corporation (Company
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Studies), a global provider of complete call and contact center solutions, today announced its third quarter earnings results. Sales were $28.5 million compared to $29.0 million in 2003’s third quarter. Operating earnings were $1.4 million for the quarter compared to $0.5 million for the same quarter in 2003.
“The fiscal year continues to be a profitable one for Rockwell FirstPoint Contact," said Terry Murphy, president, Rockwell FirstPoint Contact. “Customers are clearly seeing the value that our products bring to their organizations, which is resulting in considerable growth in the number and size of product sales to existing and to new customers. Also contributing to our incredible quarter is the increase in operating earnings, which proves we are managing costs across the organization.”
Product Update
In its third quarter, Rockwell FirstPoint Contact launched FirstPoint Enterprise leveraging Cisco® CallManager, the most comprehensive Voice-over Internet Protocol (VoIP) call center solution currently available for the enterprise-size contact center. This new product extends the capabilities of the Cisco CallManager infrastructure with the same extensive product features, including the routing, reporting and monitoring functionality that are in the TDM version of FirstPoint Enterprise.
Also, in the third quarter, the company worked with KeyLabs™, the industry’s premier technology assurance solution provider, to administer load-balancing tests on Rockwell FirstPoint Contact’s Web Powered Agent product. These tests allowed Rockwell FirstPoint Contact to ensure that the product met and exceeded customer requirements for operating Web Powered Agent in contact centers under a variety of conditions.
Customer Wins
Sales for the third quarter were very strong. Among the 14,000 product seats sold and shipped to the company’s new and existing global customers, included:
A U.S. state employment and family services organization purchased the FirstPoint Enterprise and Web Powered Agent products allowing the organization to streamline the information being given to agents and improve their overall productivity and customer service.
A mobile service provider in the Asia Pacific region purchased Advanced Intelligent Router to help it improve service levels, agent productivity and its account collections process. With Advanced Intelligent Router the company can identify customers who have defaulted on their accounts and route these callers directly to the credit department, thereby freeing up customer queues and agents for product and service inquiries.
A pharmaceutical delivery company is currently installing FirstPoint Enterprise to allow the organization to generate comprehensive historical and real time reports, increase remote agent flexibility and improve agent and supervisor efficiencies.
A natural gas and electric utility purchased two FirstPoint Enterprise products from Rockwell FirstPoint Contact’s channel partner, Verizon Call Center Solutions. These products replace two Rockwell FirstPoint Contact Galaxy® systems – the industry’s first automatic call distributor (ACD) introduced in 1973. The implementation of the FirstPoint Enterprise products will give the company more advanced contact center solutions, enabling increased uptime reliability and capabilities for improved customer service, including better reporting and monitoring.
Community Relations
Rockwell FirstPoint Contact partnered with Presidential Classroom to send eight students from the Chicago-metro area to Washington, D.C. for the program’s summer sessions.
Presidential Classroom enables participants to observe the federal government at work, witness the development of public policy and explore the roles of citizens, lawmakers, experts, associations and businesses in a democratic setting.
All of the students -- juniors and seniors in high school -- were selected based on their academic performance and commitment to community or school involvement through participation in co-curricular activities. The students were chosen based on an essay, school transcripts, a letter of recommendation, a list of after-school activities and demonstrated financial need.
About Rockwell FirstPoint Contact
Rockwell FirstPoint Contact Corporation, a business of Rockwell Automation, provides complete customer interaction solutions supporting a variety of channels including voice, e-mail, web, wireless and VoIP utilizing a unique open interaction architecture. The first to develop technology automating call centers, Rockwell FirstPoint Contact has a 30 year global reputation for reliability, dependability, on-time, on-budget delivery and superior customer service. Where intelligent customer contact begins, Rockwell FirstPoint Contact helps organizations leverage data from across the enterprise to fulfill customer relationship management strategies. Based in Wood Dale, Ill., Rockwell FirstPoint Contact’s reach extends around the globe with offices in the United Kingdom, Australia, China, Thailand, South Africa and Canada. Information on Rockwell FirstPoint Contact is available on the Internet at www.rockwellfirstpoint.com ..
Rockwell Automation is a leading global provider of industrial automation power, control and information solutions that help customers meet their manufacturing productivity objectives. The company brings together leading brands in industrial automation for Complete Automation solutions, including Allen-Bradley® controls and services, Dodge® mechanical power transmission products, Reliance Electric™ motors and drives, and Rockwell Software® factory management software. Headquartered in Milwaukee, Wis., the company employs about 20,000 people serving customers in more than 80 countries.
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