WOOD DALE, Ill., Sept. 30, 2003 – Rockwell FirstPoint Contact Corporation (Company
Profile, Past
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Studies), a global provider of complete call center and contact center solutions, today announced its solution for the small- and mid-size call center now
includes FirstPoint Business Edition Multi-Site Monitoring and Enterprise Enhancements, making it the most advanced contact center solution available today for that
market.
The Multi-Site Monitoring enhancement for the IP-enabled FirstPoint Business Edition permits companies that are operating separate call center locations with unique
configurations to be managed from any single site or at a centrally located office.
In addition, through the multi-site connector, FirstPoint Business Edition can utilize the enhancements for FirstPoint Enterprise, Rockwell FirstPoint Contact’s solution for
larger enterprises. This allows users of FirstPoint Business Edition to take advantage of advanced capabilities such as Advanced Intelligent Router, Queue Optimizer
and Web Powered Agent applications through the Enterprise Enhancement.
“Very often, contact centers in the 10-200 agent segments are part of a much larger organization that has multiple small- to medium-sized centers,” said Mike Sheridan,
director of global strategy and marketing, Rockwell FirstPoint Contact. “With these enhancements, companies can take advantage of many of the benefits of an
enterprise-size system while leveraging their current investment and maintaining the quality of their contact center system.”
Benefits
Multi-Site Monitoring gives an organization a centralized view of the critical data that affects their day-to-day business, thus allowing a quicker, more effective, response to
unforeseen events. Centralized reporting allows an organization a complete view of their contact center operations, across the entire contact network, which creates the
ability to optimize business rules and contact flows to better meet customer demand.
Being able to use FirstPoint Business Edition in a mixed-contact network with the FirstPoint Enterprise enhancements, organizations can now function as independent
contact centers with local control, while still maintaining global reporting, routing and monitoring capabilities. This new ability provides a robust end-to-end contact network
that can build the customer loyalty that is required in today’s marketplace.
Lastly, by integrating the enhancements, companies can provide effective, one-to-one customer contact. Organizations can leverage their current call center
infrastructure and can enable agents to be more efficient, thereby improving the customer experience and gaining a higher return on investment.
Capabilities
The enhancements provide a number of advanced capabilities to the small- and mid-size contact center.
The Multi-Site Monitoring enhancement offers contact center managers visibility into agent and call activity for the whole network, in real-time information. The Multi-
Site Monitoring enhancement also provides the ability to intervene when a deviation is noticed. Managers and administrators can send messages to agent groups or
agent information groups when the need arises. The messages can be distributed via audio messages to the agent’s phone or text messages on the soft phone or
message display unit.
Having the added advantage of being able to easily combine historical reports for all contact centers allows managers to determine deficiencies and best practices for each
of the centers.
Enterprise enhancements provide companies with the ability to identify customers’ unique needs or past activities, which allows customer representatives to provide the all
important first-time call resolution. Improved customer satisfaction opens up opportunities for increased cross-sell and up-sell events. The Enterprise
Enhancements include:
· Queue Optimizer – Allows the customer to choose if and when they would like the system to call back, eliminating customer wait time and allowing them to
control the process.
· Advanced Intelligent Router – Segments customers based-on both the information they provide during the call and their history with the enterprise. It
then identifies the most appropriately skilled agent to satisfy that customer’s inquiry correctly and immediately.
· Web Powered Agent – Offers a number of capabilities to improve the way in which agents gather and disseminate information, including screen-pops,
scripting, personal announcements and measurements of agent performance.
As a result, agent productivity is increased because the reliance on multiple desktop applications is removed resulting in shorter customer handling times. In addition,
the empowered, self-sufficient agent helps an organization realize a return on its contact center investment, and achieve its strategic customer strategies.
About Rockwell FirstPoint Contact
Rockwell FirstPoint Contact Corporation, a business of Rockwell Automation (NYSE: ROK), 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 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 23,000 people serving customers in more than 80 countries.
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