Davox Introduces Ensemble.DALLAS--(BUSINESS WIRE)--Feb. 3, 1999-- New Integrated Call Management Solution Combines Outbound Call Management and Inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound Call Handling in a Modular Platform Davox Corporation (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :DAVX), a leading developer of call management software, introduced today at Call Center '99 a new integrated call center solution called Ensemble(tm). Ensemble is born of the 1998 merger of Davox's Unison unison, in music, tones identical in pitch produced by two or more parts or voices. In popular usage a vocal composition is said to be sung in unison even though some of the voices are separated from others by the interval of an octave. (R) solution for outbound call management and AnswerSoft's Concerto(tm) suite for inbound call routing and handling. The new product is expected to be available for beta in the second quarter of 1999, with shipments in the third quarter of 1999. "Our Ensemble solution features a unified, integrated platform that incorporates outbound call management, inbound call handing, CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. blending, and robust reporting capabilities," said Davox Chairman and Chief Executive Officer Alphonse M. Lucchese. Mr. Lucchese added, "Call centers are rapidly moving toward providing inbound, outbound, and blended calling services to their customers. As a single solution, developed and supported by Davox, we believe that Ensemble is what today's call centers have been waiting for - a system that will transcend the limitations of traditional inbound and outbound systems with a truly Allbound(tm) solution, resulting in greater productivity and enhanced customer satisfaction." The Ensemble platform integrates the telephony and data capabilities of Davox's Unison and Concerto product lines through an integrated, modular design In the context of systems engineering, modular design — or "modularity in design" — is an approach aiming to subdivide a system into smaller parts (modules) that can be independently created and then used in different systems to drive multiple functionalities. that enables customers to configure a solution that reflects their unique business requirements. Ensemble incorporates inbound and outbound call management, call blending capabilities, consolidated reporting, and automation tools that support the full range of call management applications required by today's call centers. -0-
Key Components of Ensemble
The Ensemble platform will incorporate the following key elements:
-- Outbound Call Management - The Unison module features a
management console that monitors critical functions and displays
information in graphical, user-defined formats, along with open
systems-based capabilities, a scaleable architecture, relational
database technology, and digital signal processing.
-- Inbound Call Handling - The Concerto module is comprised of
inbound client/server-based solutions that integrate computing
and communications technologies across the enterprise. These
capabilities provide a single system-level interface for
connecting front-end applications with back-end services. Agents
are dynamically re-allocated via a management console that
monitors inbound activities and processes, and reflects
management's strategic priorities.
-- Blended Resources - The Unison SCALE(R) (Seamless Call and Agent
Load Equalization) capability utilizes CTI technologies to create
a seamless, blended environment to enable customers to leverage
agent skills by seamlessly re-allocating resources to reflect
management's priorities.
-- Automated Applications - This module includes Sixth Sense(R)
software for automating agent workflow, and LYRICall(tm), a
browser-based scripting solution based on HTML and Java
technologies. These applications provide a bridge between
front-line agents and back-office customer information systems.
Because these solutions help to reduce call handling times,
agents can process more calls, answer a greater breadth of
customer questions, move in and out of multiple data systems
quickly, and improve each customer's call experience.
-- Consolidated Reporting - The Compose It(tm) module is a robust
reporting solution that enables call center supervisors to
observe system activities, identify calling trends, and implement
real-time performance enhancements. Compose It tracks telephony
information and related data within the switch environment,
combines that information with data from customer information
systems, and produces consolidated reports for both single and
multi-site operations.
-0- Rusty Coleman, vice president of North American North American named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. Sales, said, "Ensemble will utilize a client/server architecture An environment in which the application processing is divided between client workstations and servers. It implies the use of desktop computers interacting with servers in a network in contrast to processing everything in a large centralized mainframe. See client/server. based on UNIX UNIX Operating system for digital computers, developed by Ken Thompson of Bell Laboratories in 1969. It was initially designed for a single user (the name was a pun on the earlier operating system Multics). and NT platforms. The solution will integrate with other call center technologies such as PBX/ACDs, IVRs, call-recording systems, network routing systems, host databases, and dialers, and will permit the creation of a virtual environment whereby multiple call centers can be linked through voice and data networks." Mr. Coleman added, "Unison and Concerto products currently in use by Davox customers will become modules within the new Ensemble platform, preserving our customers' original investment and offering new functionality for future growth." About Davox Davox Corporation is a leading supplier of inbound, outbound, and blended call center A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other. solutions for businesses involved in mission-critical customer contact activities, including customer service, telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. , collections, and fundraising. Davox solutions help companies improve the quality of their customer contacts through superior account service, enhanced employee productivity, and more effective methods for integrating and managing internal resources. For further information, please visit the Davox web site at www.davox.com. Note: Davox, Unison, Unison SCALE, and Sixth Sense are registered trademarks and Ensemble, Allbound, LYRICall, Compose It, and Concerto are trademarks of Davox Corporation. All other trademarks are the property of their respective owners. In addition to historical information contained herein, this release contains forward-looking statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. concerning future expected financial and operating results. Davox's future actual results could differ materially from the forward-looking statements discussed or implied herein because of risks or uncertainties including, but not limited to, the effectuation ef·fec·tu·ate tr.v. ef·fec·tu·at·ed, ef·fec·tu·at·ing, ef·fec·tu·ates To bring about; effect. [Medieval Latin effectu or the inability to effectuate ef·fec·tu·ate tr.v. ef·fec·tu·at·ed, ef·fec·tu·at·ing, ef·fec·tu·ates To bring about; effect. [Medieval Latin effectu Davox's stock repurchase Stock repurchase A firm's repurchase of outstanding shares of its common stock. program, the difficulty of integrating Davox and AnswerSoft, the potential failure to achieve the beneficial synergies expected to result from the merger of Davox and AnswerSoft and each company's products, risks associated with competition and competitive pricing pressures, technological change, new product introduction and market acceptance, stock price volatility, the ability of the Company to attract and retain key personnel, business disruption as a result of the Year 2000, general economic conditions in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. and worldwide markets served by the Company, and those other factors discussed from time to time in the Company's public reports filed with the Securities and Exchange Commission, such as those discussed under "Certain Factors That May Affect Future Results" in the Company's quarterly reports on Form 10-Q Form 10-Q See 10-Q. and annual report on Form 10-K Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. , and the section entitled "Risk Factors" in the Company's Form S-4 filed in April 1998. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion