Mega-Call-Center Technology Now Available on Windows NT Platform from Bell Atlantic
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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 TranscendTM platform 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 centers."
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, and support.