WOOD DALE, Ill., Aug 26, 2004 – Rockwell FirstPoint Contact Corp. (Company
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Global Access owns and operates two satellite video broadcast channels, one data multicast channel, as well as operates extensive production facilities. The organization’s call center receives more than 1000 calls a week. To efficiently service its growing customer base, the company decided to upgrade its call center from a private automatic branch exchange (PABX) call distributor environment to a more robust call center platform.
"We experienced numerous problems with our old call center system set-up, which did not fit our customer relationship strategy moving forward," said Henry Leslie, manager of business intelligence and call center, Global Access. "We needed a solution that could integrate with our fault reporting and code-activation software, provide improved automation and feature rich historical reporting functionality."
After investigating several call center solutions, Global Access choose FirstPoint Business Edition, which is an integrated, multi-channel package that bundles extensive capabilities, including voice over Internet protocol (VoIP) into a single product. It provides advanced levels of service, including tier-based routing, remote agent capabilities, intelligent announcements, easy administration and integration with other applications.
"In making our decision, we were much more comfortable with Rockwell FirstPoint Contact because of the vendor’s international footprint and excellent track record," said Leslie.
"With the implementation of the FirstPoint Business Edition solution, Global Access will be able to better focus on their customers’ needs by providing them with additional service options," said Garry Reichert, director of strategic sales at Rockwell FirstPoint Contact. "In addition, as Global Access expands its customer base, the solution will allow them to easily grow the size of their contact center."
AST Networks, Rockwell FirstPoint Contact’s reseller in South Africa, facilitated the installation of the First Point Business Edition product.
"Rockwell FirstPoint Contact’s FirstPoint Business Edition is instrumental to the success of our business," said Leslie. "We are continually seeing more integration and automation possibilities with the solution. The scope for development of our call center is endless."
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 infrastructure. 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, Inc. (NYSE: ROK), 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® motors and drives, and Rockwell Software® factory management software. The company also is a provider of contact management technologies and applications that help companies more efficiently manage interaction with their own customers. Headquartered in Milwaukee, Wis., the company employs about 20,000 people serving customers in more than 80 countries.
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