Mega-Call-Center Technology Now Available
on Windows NT Platform from Bell Atlantic
Contact Center Express Puts Powerful, Flexible Call
Within Reach of Small and Mid-Sized Businesses
Jan. 25, 2000
DALLAS & WASHINGTON, D.C. -- The same technology used by the
world's largest call centers is now available on an affordable Windows®
NT platform from Bell Atlantic.
Contact Center Express® enables a business to set up and operate a
customer contact center without investing in highly specialized
infrastructure, staff and training. Bell Atlantic introduced the new product
today at Call Center 2000 in Dallas and at ComNet in Washington, D.C.
Express is a full-featured automatic call distributor with all the flexibility
that comes with an open, standards-based architecture. It can be integrated
seamlessly with third-party applications now and in the future, thus
protecting the customer's investment.
It is intended for call centers with 20 to 160 agents - the segment many
analysts believe is primed for the industry's highest growth rate.
Contact Center Express is based on the Rockwell Transcend
and features the following:
- Expert call handling with flexible call routing
- Ease of use, even without call center experience or technical resources
- Full management reporting with more than 70 report templates capturing
more than 1600 data elements
- Ability to combine reports with other data or third party applications
- Dynamic real-time displays
- Uses existing voice/data technology resources
- Screen pops based on network or customer-entered data
- Uses industry standard computing and telephony components designed
to support flexible configurations
"By adding Contact Center Express to our other products and
services, we can now provide our customers with the most innovative and
responsive customer relationship management solutions available,"
said James Tiller, president, Bell Atlantic Call Center Services.
"The flexible call management features, reliability and ease of
integration of the Rockwell technology greatly expand the choices we can
offer customers, particularly those with small to medium-size call
Unlike many of the new breed of call center offerings, Express is easy to
install and administer, and it uses reliable, proven software.
Call Center Services, a unit of Bell Atlantic Data Solutions Group, helps
contact centers of all sizes manage calls, emails, and web traffic with
fully-integrated multimedia and computer-telephony products, services,
Bell Atlantic Data Solutions Group (DSG) provides globally
integrated network solutions that seamlessly connect businesses with their
customers, partners and employees. DSG provides all aspects of data networking
from the management and operation of customer networks and network
integration, to network transport and advanced IP services such as intranets and
extranets, virtual private networks, web hosting and multimedia services.
Bell Atlantic is at the forefront of the new communications and
industry. With more than 43 million telephone access lines and more than 10
million wireless customers worldwide, Bell Atlantic companies are premier
providers of advanced wireline voice and data services, market leaders in
wireless services and the world's largest publishers of directory information. Bell
Atlantic companies are also among the world's largest investors in high-growth
global communications markets, with operations and investments in 23 countries.