Attachmate Integration Solutions Ease Contact Center Pains.Attachmate Verastream Helps Contact Center Customers Optimize Their IT Infrastructure, Increase Agent Efficiency and Decrease Training Costs SEATTLE -- Attachmate Corporation today announced that a growing number of customers are leveraging its Verastream([R])legacy integration software to create more efficient, profitable contact centers. By providing a single point of access to disparate systems and applications, Verastream allows contact centers to re-use their valuable legacy assets along with other contact center technologies, such as customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) and interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) systems, to improve customer satisfaction and maximize revenue generation by reducing agent re·duc·ing agent n. A substance that chemically reduces other substances, especially by donating an electron or electrons. training time, eliminating redundant data entry and increasing call resolution rates. Attachmate will be in Booth E17 at the ICMI ICMI Incoming Calls Management Institute ICMI International Commission on Mathematical Instruction ICMI International Customer Management Institute ICMI International Conference on Multimodal Interface ICMI Implementing Cisco Multicast Infrastructure Call Center Demo & Conference in Dallas, May 21-24, to discuss how contact center-centric companies such as AT&T Global Customer Care, British Telecom The telephone and communications carrier that provides services in Great Britain and Northern Ireland. It used to be a division of the British Post Office, but was privatized in 1984 under Margaret Thatcher's administration. Retail, Canal+, Countrywide Financial Countrywide Financial Corporation (NYSE: CFC) is a diversified financial marketing and service holding company engaged primarily in residential mortgage banking and related businesses. , Kansas Department of Human Resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , InfiNet, Miami Herald, PPG Industries PPG Industries (NYSE: PPG) was founded in 1883 as the Pittsburgh Plate Glass Company. PPG is an American manufacturer of glass and chemical products, including automotive safety glass. , Schenker AB and the State of Delaware Division of Revenue (DOR Dor or Dora, Canaanite seaport, ancient Palestine (modern Israel), N of Caesarea Palestinae. It was never a Jewish city but rather a Phoenician outpost. It was rebuilt by the Romans; still visible are the ruins of a temple and a theater. ), among others, are standardizing on Attachmate Verastream to optimize contact center performance. The company will also showcase its work with leading desktop integration solutions provider OpenSpan, located next to Attachmate in Booth E16, to provide comprehensive offerings that improve the contact center desktop environment for agents, IT and Operations by: * Streamlining application workflow with simple integration projects; * Building robust desktop automation without coding; * Creating unified views with composite applications In computing, the term composite application expresses a perspective of software engineering that defines an application built by combining multiple services. People often compare composite applications to mashups. ; * Extending legacy applications with new business; and, * Using an advanced approach for integrating desktop, host, Java, Windows and Web applications. "The contact center is the central nervous system that connects the customer to the enterprise. But in today's contact center environments, where agents typically work with five or more desktop applications, lack of communication between those applications often makes it difficult for agents to consistently deliver efficient, real-time service and provide an overall positive contact center experience," said Eric Varness, vice president of marketing at Attachmate. "By breaking down the barriers between desktop applications, Verastream dramatically improves the contact center desktop environment for agents to help organizations improve the customer experience and increase margins." Attachmate Verastream allows companies to leverage their existing legacy investments to address common contact center needs. The Verastream suite can transform all of an organization's legacy applications into SOA (1) (Start Of Authority) The first record in a DNS zone file. See DNS records. (2) (Service Oriented Architecture) The modularization of business functions for greater flexibility and reusability. assets by exposing business processes as reusable web services (1) Loosely, any online service delivered over the Web. Such usage appears in articles from non-technical sources, but not in IT-oriented publications, because definition #2 below describes the correct use of the term. , XML XML in full Extensible Markup Language. Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. , JavaBeans and .NET components. Verastream generated services can be mixed, matched and reused selectively to extend legacy functionality to new composite applications. No code changes to your legacy applications are required. That means contact centers can avoid risk while speeding up workflow enhancement and the development of a unified desktop interface for its agents. Canal+ Group, the leading producer of pay-TV channels in France, leveraged Attachmate Verastream Host Integrator to support the restructuring of its subscriber-management information system, which holds mission-critical data on more than eight million subscribers. To create better efficiencies in the system, the company needed to web-enable a series of 3270 host screens and allow for quick integration of its Siebel system. "Our objective was to implement a solution with the power to support activity peaks ranging from 800 to 1,000 simultaneous users, based on an average of 40,000 to more than 100,000 calls per day," said Daniel Delgado, IT project director at Canal+ Group. And they were determined to implement the new solution without compromising quality to their CRM system. "Our CRM structure was fully operational, so we needed to ensure a risk-free environment for the impending im·pend intr.v. im·pend·ed, im·pend·ing, im·pends 1. To be about to occur: Her retirement is impending. 2. transition," said Delgado. Canal+ Group selected Attachmate Verastream, which features progressive integration of individual task-based services, providing the ability to handle ongoing changes. As a result, any Canal+ Group call center operator can get real-time access to all aspects of a subscriber's profile, including associated contracts or options. With all the integrated data available in one easy-to-use interface, the operator can link customers up with new offers while also achieving the best value for the company. About Verastream Attachmate's Verastream legacy integration suite is a complete range of mainframe, web and desktop modernization modernization Transformation of a society from a rural and agrarian condition to a secular, urban, and industrial one. It is closely linked with industrialization. As societies modernize, the individual becomes increasingly important, gradually replacing the family, tools built to speed the reuse of legacy application investments. Verastream delivers the full spectrum of basic rejuvenation Rejuvenation Aeson in extreme old age, restored to youth by Medea. [Rom. Myth.: LLEI, I: 322] apples of perpetual youth by tasting the golden apples kept by Idhunn, the gods preserved their youth. [Scand. Myth. to customized presentation and sophisticated high-performance integration. Verastream-generated services can be mixed, matched and reused to extend legacy functionality to new applications or users. No code changes to legacy applications are required. Attachmate Verastream software works collaboratively or as a stand-alone tool along with the company's integration, legacy access, security and management products, enabling companies to extend the use of existing IT investments while adopting valuable new technologies to improve their businesses. About Attachmate Attachmate, owned by an investment group led by Francisco Partners, Golden Gate Capital and Thoma Cressey Equity Partners, enables IT organizations to extend mission critical services and assures they are managed, secure and compliant. Attachmate's leading solutions include host connectivity, systems and security management, and PC lifecycle management. Our goal is to empower IT organizations to deliver trusted applications, manage service levels, and ensure compliance by leveraging knowledge, automation and secured connectivity. For more information, visit www.attachmate.com. Copyright (c) 2007 Attachmate Corporation. All Rights Reserved. Attachmate, the Attachmate logo and Verastream are trademarks or registered trademarks of Attachmate Corporation, in the USA and other countries. All other trademarks, trade names, or company names referenced herein are used for identification only and are the property of their respective owners. |
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