MIDRAND, South Africa – Nov. 19, 2003 – Rockwell FirstPoint Contact Corporation (Company
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Studies) , a global provider of complete call and contact center solutions, with its channel partner Dimension Data, today announce it has implemented a call
center at Swazi MTN in Swaziland, Africa. Swazi MTN offers a wide range of cellular phones and accessories through a network of more than 150 distributors with
outlets throughout the Swaziland.
The implementation of a FirstPoint Business Edition solution by Rockwell FirstPoint Contact and Dimension Data will allow Swazi MTN to upgrade its existing call center
solution.
"Swazi MTN's previous, private automatic branch exchange (PABX)-based call center limited its capacity for future expansion, since only two trunks could be
connected to the switch or other devices,” said Killy Dlamini, subscriber operations manager at Swazi MTN. “Because clients could only contact the call center via
voice, a separate system had to enable fax, web or e-mail communication, which caused delays in the call center responding to such queries."
The Rockwell FirstPoint Contact product for small- to mid-size organizations, FirstPoint Business Edition, offers a pre-integrated, best-of-breed solution, incorporating an
automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI) and PABX functionality. FirstPoint Business Edition’s open
interaction architecture also allows Swazi MTN to modularly scale up its contact center to integrate with a customer relationship management (CRM) system.
In addition, multi-channel capability enables Swazi MTN to provide customer care through various modes of contact, such as e-mail, voice, web chat and web callback –
scaling up to 160 contact center representatives.
The FirstPoint Business Edition product provides detailed reports on agent and overall contact center performance, while maintenance and change implementation in terms
of scheduling operating hours is very simple.
"Importantly, the Rockwell FirstPoint Contact system's ability to enable remote agents and sites and provide voice over internet protocol (VoIP) functionality will
facilitate Swazi MTN converting its contact center from a cost center to a profit center,” said Dlamini. “Swazi MTN is extremely satisfied with the Rockwell FirstPoint
Contact solution, as well as, the service, training and local support provided by Dimension Data.”
Dlamini added, “The robust FirstPoint Business Edition has been very reliable since it was commissioned in March 2003, resulting in increased availability and improved
performance in terms of answer rates and service levels.”
“The Swazi MTN implementation is a great example of how VoIP will enable them to provide a more cost-effective call center and better customer service,” said Bill Adkins,
senior vice president of sales, service, marketing and strategy at Rockwell FirstPoint Contact.
About Rockwell FirstPoint Contact
Rockwell FirstPoint Contact Corp.., a business of Rockwell Automation (NYSE: ROK), provides complete customer contact solutions supporting multiple channels (voice, e-
mail web, wireless and VoIP) and utilizing a unique open interaction infrastructure. The first to develop technology automating customer 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, and South Africa.
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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