IEX AND ROCKWELL FIRSTPOINT CONTACT ANNOUNCE GLOBAL STRATEGIC RELATIONSHIP.
The addition of TotalView Workforce Management and TotalNet Call Routing enhances Rockwell FirstPoint Contact's offerings to its customers by providing solutions for agent resource optimization and multi-site (networking) call distribution issues facing larger contact centers. Already integrated successfully at several joint customer sites today, the strategic nature of the announced relationship opens additional opportunities for increased product integration resulting in even easier deployment and expanded capabilities.
"IEX is a partner of choice for workforce management and network call routing solutions. We view TotalView and TotalNet as key components in delivering best-of-breed solutions to our customers," said Bill Adkins, vice president of sales and marketing, Rockwell FirstPoint Contact. "In working closely with IEX for several years, it is clear they share our commitment of delivering quality products backed by superior support. The world's leading companies have looked to us to deliver intelligent, reliable customer contact solutions that enable successful customer relationship management strategies for over 30 years."
"IEX and Rockwell FirstPoint Contact share a common belief that the customer contact experience should be a competitive advantage," said Debbie May, IEX vice president and general manager. "Teaming together, we provide our customers a powerful solution to plan, manage and deliver the type of customer experience needed to gain that advantage. Our companies have built a strong relationship over the years and this strategic alliance is a natural extension that positions us to deliver even more value in our integrated solution."
FirstPoint Enterprise 2002 is a complete customer contact solution featuring a uniquely open interaction infrastructure that enhances customer relationship strategies. Through this infrastructure customers can centralize the view of all of their contact center applications, systems and data to deliver the right information to the right place at the right time. FirstPoint Enterprise 2002 features a core suite of robust capabilities that can be tailored to the customer's requirements and enhanced as their needs evolve.
TotalView Workforce Management is a comprehensive workforce optimization solution enabling contact centers to deliver consistent service, lower operating costs and boost employee morale. The product automates the process of scheduling service agents in a single or multi-site center, accurately matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of agent schedules and statistics.
TotalNet Call Routing is an easy to implement, easy to use solution for providing intelligent, network-level routing of customer calls between multiple customer contact centers. Comprised of a rules-based routing engine, an integrated call simulator, and a web-based reporting system, TotalNet is a proven, cost-effective approach for realizing the full benefits of a virtual contact center, even in operations with a mixture of ACD systems and call delivery networks. The TotalNet solution helps multi-site managers optimize resources and deliver consistent service.