CP Orange Signs US$7 Million Deal with Rockwell Electronic Commerce For Thailand's Most Advanced Customer Call Center.

Business & Technology Editors

WOOD DALE, Ill.--(BUSINESS WIRE)--Sept. 19, 2001

CP Orange has signed a contract with Rockwell Electronic Commerce, a global provider of customer contact management solutions, to supply a multi-million dollar customer call center -- one of the largest in the Asia-Pacific region. With over 850 seats in two locations, the call center will be one of the most advanced in Thailand and will ensure CP Orange is equipped to deliver superior levels of customer service, a hallmark of the Orange brand.

The deal, valued at over US$7 million, is for the implementation and integration of a turnkey solution that encompasses Rockwell Electronic Commerce's mission-critical system infrastructure with a number of best-in-class peripheral contact media including voice-logging, interactive voice response (IVR) and a suite of computer telephony integration (CTI) applications. Rockwell Electronic Commerce will also provide complete consulting and systems integration services to CP Orange to ensure the call center is fully operational well before the company's service launch around the end of this year.

"The Orange brand is renowned for excellent customer service, which will be a key aspect of our offering in the Thai market," said Richard Moat, CEO of CP Orange. "Rockwell Electronic Commerce has the industry's most powerful and sophisticated call center solutions. The combination of Rockwell Electronic Commerce's superior technology and services, plus our highly-trained Thai customer management staff means our customers will enjoy the outstanding service that is a fundamental part of the Orange experience."

With the Rockwell Electronic Commerce customer call center, CP Orange will offer the Thai market a new level of personalized service with one-on-one relationship management for every customer. Callers will reach the right agent in the quickest possible time. The call centers will collect customer information and feedback for planning and continuous service improvement, and automatically back up its counterpart to ensure that there is always an agent available to CP Orange customers.

Superior customer service rated a top priority for CP Orange as it evaluated call center options. "We're building a new GSM mobile network with a business and marketing plan that promotes high quality network performance and superior customer service," added Moat. "The need for reliable call center operations with the ability to deliver meaningful agent performance information and customer data back into the business was critical."

According to Terry Murphy, president, Rockwell Electronic Commerce, "Businesses are investing in systems that support their strategic business goals and offer a distinct return on investment. An important factor in selecting customer contact management technology is making sure detailed customer information and agent performance data is available to decision makers in the enterprise. That is why companies like CP Orange are choosing our solutions and we look forward to helping them deliver on the Orange brand promise."

Rockwell Electronic Commerce recently established a Regional Center of Excellence in Bangkok. "We will continue to expand our profile in other key markets including Hong Kong, China, South Korea and South East Asia," said Ross Smith, general manager, Asia-Pacific for Rockwell Electronic Commerce. "The rapid growth in call-centers across Asia makes it imperative companies like Rockwell Electronic Commerce have a significant local presence in the region."

The Orange brand consistently receives high ratings for customer service. In May 2001, for the fourth consecutive year, the J.D. Power and Associates study on the UK mobile market ranked Orange number one for customer satisfaction, well ahead of the competition. This survey identified customer service as the key driver for customer satisfaction.

About CP Orange

CP Orange Company Limited is building an 1800 MHz wirefree communications network to deliver innovative 2.5G services to customers in Thailand under the Orange brand name. Orange, the world's first global wirefree brand, is available in 20 countries worldwide, including 13 countries in Europe. CP Orange's vision is to create a pioneering, wirefree future where people can communicate wherever, whenever and however they wish. The company will deliver the superior coverage, quality, value and service represented by the Orange brand. Leveraging our relationships with CP Group and Telecom Asia, CP Orange can offer unique, integrated products and services to the Thai market. Formerly called Wireless Communications Services Co., Limited (WCS), CP Orange has over 1000 staff. It is a joint venture between CP Group, Telecom Asia and Orange SA.

About Rockwell Electronic Commerce

Rockwell Electronic Commerce, a business group of Rockwell Automation, is a global provider of contact management solutions that drive customer interaction efficiencies. Our expertise enables businesses to realize their customer relationship strategies via open, scalable platforms and innovative applications. Through a consultative approach, we combine advanced software applications, leading-edge hardware and unique value-added services to define solutions that successfully meet the mission or business critical needs of our customer's individual enterprise.

Rockwell Automation (NYSE: ROK) is a $4.3 billion world-leading 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 Dodge(R) mechanical power transmission products, Reliance Electric(TM) motors and drives, Allen-Bradley(R) controls and engineered services and Rockwell Software(R) factory management software. Headquartered in Milwaukee, Wis., USA, the company employs approximately 23,500 people at more than 450 locations serving customers in more than 80 countries.