Nuasis NuContact Center 3.0 Delivers Advanced Work-at-Home Agent Functionality and Scales to One Thousand Agents; Software-Only Product Strategy Continues to Highlight Extensibility to Other Enterprise Applications.

MOUNTAIN VIEW, Calif. -- Nuasis(R) Corporation today announced the availability of NuContact Center 3.0 software. This release supports agents located anywhere, higher system scalability, and advanced conditional routing based on customer intelligence and business analytics. NuContact Center 3.0 features continue to highlight the extensibility of the software-only product architecture. With this release, the product extends functionality to customer service agents beyond the formal call center and uses customer intelligence from multiple enterprise software applications to improve routing decisions.

Agents Anywhere

NuContact Center 3.0 supports the use of any hard phone device for remote or home-based agents. This capability allows customers to quickly address call center staffing challenges that include limited recruiting pools, commuting issues, and business continuity. Customers can deploy agents at low cost within hours without the need for the proprietary phone sets required by other vendor solutions. Agents simply download the NuContact Center desktop software over the internet and sign onto the system from any available phone set.

"As we expand the business moving forward, home-based agents will be an important source of new hires," stated John Combs, senior vice president, operations support, Trover Solutions. "I expect to reduce our operating costs and at the same time tap into new sources for agent talent."

"Trover Solutions is one example of a broader industry trend to leverage home-based or remote agents," stated Kevin McPartlan, vice president of product direction, Nuasis. "Our focus with NuContact Center 3.0 was to simplify deployment requirements and lower the cost of supporting home-based agents while assuring business quality voice." In fact, the company recently received notice that it was allowed patent by the U.S. Patent Office for the way in which it implemented the remote agent capability.

NuContact Center 3.0 provides remote agents with the same feature set that is available to agents at major call center operations. Call center supervisors also have the full set of management features available for monitoring remote agents, viewing real-time statistics, and reporting on remote agent status and performance.

This new capability extends the product's Enterprise Routing Architecture beyond the physical confines of formal call center locations. Customer contacts are routed to a single virtual pool of agents who can be distributed physically across the system regardless of geographic location. This same capability can also be used to extend call center functionality to customer service personnel stationed in the field who are not normally part of the formal call center staff.

Scalability to Thousands of Agents

With NuContact Center 3.0, the company announced that the system supports 5000 named agents. Up to 1000 concurrent agents can be logged onto the system, doubling the capacity over the previous release. These capacity increases have been achieved while lowering the server hardware requirements to operate the NuContact Center software, lowering the total cost of acquisition for customers.

Advanced, conditional routing based on multi-source, real-time analytics

The NuContact Center 3.0 workflow engine supports the creation of sophisticated routing algorithms that can factor in business values, call center metrics, and customer data dependencies to determine best routing decisions. This approach is a quantum leap forward compared to traditional skills-based routing and data-directed routing. It leverages existing customer intelligence and business analytics currently within multiple sources dispersed across an enterprise. The system supports rapid, low-cost integration with multiple databases for the purpose of using real-time analytics to drive routing decisions.

Extensibility to Web Services, Core Call Center Applications, and Enterprise Applications

The standards-based, software-only architecture of the NuContact Center simplifies the requirements and timeframes for integration with web services, other core call center applications, and enterprise databases. NuContact Center 3.0 includes a cumulative set of integrations with several 3rd party applications. "The software-only architecture of our system changes conventional thinking in the call center industry," stated McPartlan. "It's now about application extensibility, the ability to easily extend the call (contact) routing application by integrating with other call center and enterprise applications to support the business objectives. This product release demonstrates the flexibility of our software-only model." The following integrations have been rolled into the 3.0 release.

Workforce Management:

--Aspect eWFM -- Integrates to the eWFM Core and Perform modules

--GMT -- Integrates with GMT Planet-Jupiter Edition

Quality Monitoring:

--Witness -- Integrates with eQuality Balance

--Envision

Reader Board Systems:

--Telegenix -- Integrates with their WinTPA Software

--Texas Digital -- Integrates with QuickCOM Enterprise version 2.5 or later

--Spectrum

CRM Applications:

    Oracle
    PeopleSoft      Siebel
    Vantive         BEMAS Software (health benefits management)
    Remedy/BMC      Troveris(R) (insurance claims application)
    Peregrine       Homegrown database applications
    Onyx            Hosted applications including Salesforce.com
                      and Right Now

Pricing and Availability

Standard pricing for the NuContact Center is based on platform fees and agent seat license fees. The remote agent feature is an optional capability offered in a 10-agent starter package and 100-agent packages. Application integrations are charged out as professional services with fixed project estimates. No integration APIs are required. General availability of NuContact Center 3.0 is within 60 days.

About the Nuasis Contact Routing Solution -- Preferred Because of Proven Results

Companies such as Cellular South, FFP Global and Trover Solutions chose the software-only Nuasis contact center application for their business-critical customer service call centers. Nuasis customers are experiencing results such as:

--Reductions in average wait times -- down to as little as 6 seconds on the first day of deployment

--Reductions in average handle times -- as much as 50 seconds, resulting in a 30% increase in productivity per customer service agent and higher revenues

--Productivity increases -- as much as 9 agent FTEs and $270,000 per year in cost savings by: 1) handling 87% of tracking and 90% of billing calls with self-service, 2) shaving 33 seconds off of each call with a screen pop, and 3) handling 11% of bookings through email, which offloads peak call volume

About Nuasis Corporation

Nuasis delivers call center innovations that improve customer service and reduce operating costs. The Nuasis NuContact Center intelligently routes customer inquiries via phone, e-mail, and web to self-service or live agents located anywhere. It is the preferred solution for mission-critical call centers over legacy ACD, IVR, and CTI systems. It competes against contact center products offered by companies like Aspect Software, Avaya (NYSE:AV), Nortel Networks and Cisco (Nasdaq:CSCO). Headquartered in Mountain View, California, Nuasis has offices in major metropolitan areas across the United States and Canada. For more information, contact Nuasis [phone] or visit www.nuasis.com.

Nuasis and NuContact Center are registered trademarks of Nuasis Corporation.