Remote Agent for Series III ACD; Remote capability allows call centers to utilize satellite offices, supports telecommuting.FORT WORTH, Texas--(BUSINESS WIRE)--Jan. 22, 1997--Telecommuting is now truly a viable alternative for call centers. Today Teknekron Infoswitch introduces Remote Agent(TM), an ISDN ISDN in full Integrated Services Digital Network Digital telecommunications network that operates over standard copper telephone wires or other media. system that seamlessly routes calls to home or satellite offices. "The process is totally transparent to callers," says Teknekron President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Michael Tamer. "It enables call centers to offer exactly the same service through their satellite or home offices that they do in their call center headquarters." According to Gil Gordon, noted consultant and author, telecommuting telecommuting, an arrangement by which people work at home using a computer and telephone, transmitting work material to a business office by means of a modem and telephone lines; it is also known as telework. is an important issue for call centers. "The inbound call center applications industry is one of the hottest growth areas for telecommuting," says Gordon. "More and more companies are realizing that they can use telecommuting to improve customer service, as well as help recruit and retain top-quality agents in a tight labor market labor market A place where labor is exchanged for wages; an LM is defined by geography, education and technical expertise, occupation, licensure or certification requirements, and job experience ." Remote Agent equips call centers to benefit from the telecommuting option. Companies can easily lower overhead costs overhead costs see fixed costs. by reducing the amount of office space they use. In addition, call centers can enjoy flexibility in their operations. For example, one Atlanta telecommunications company used Remote Agent during the Olympics, so employees could avoid the increased traffic congestion The condition of a network when there is not enough bandwidth to support the current traffic load. congestion - When the offered load of a data communication path exceeds the capacity. . Remote Agent interfaces with Teknekron's Series III(TM) automatic call distributor (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ). Using National ISDN-1 or Custom ISDN services, Remote Agent provides comprehensive agent phone features and functions. Screen pops and other computer telephony (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. ) applications are accommodated through Remote Agent's data channel, which transmits up to 46 Kilobits of data per second. Remote Agent can be located anywhere the appropriate ISDN services are available -- there are no distance limitations. Remote Agent consists of two control modules, one at the ACD location and the other at the remote location. These modules are connected via terminal adapters over the ISDN line. Teknekron sells the system as a complete "kit" including all necessary modules, terminal adapters and cables. Remote Agent is available immediately and is priced at approximately $4,000 per remote agent. Since 1983, Teknekron has offered ACD solutions, serving clients that require intensive management information technology. Teknekron's clients are primarily companies that require a total call center technology solution, so Teknekron normally markets the Series III ACD with CTI capabilities. The total package includes the Series III ACD, AutoQuality(TM) (automated monitoring system), P&Q Review(TM) (agent evaluation software), Orchestra(TM) (soft phone software), Rendezvous(TM) (client server CTI application) and a voice response unit. Technical Specs for the Series III ACD: Maximum agents: 1,000 Maximum trunks: 1,200 Maximum trunk groups: 128 Maximum groups: 64 Supervisor workstations: 64 Maximum simultaneous talk paths: 2,112 Standard reports: 90 Gil Gordon is known around the world as one of the foremost telecommuting experts. Since establishing his consulting practice, Gil Gordon Associates, in 1982, he has specialized in helping private- and public-sector firms establish successful telecommuting programs, and in advising providers of products and services on effective marketplace strategies. Gordon also publishes the monthly industry newsletter TELECOMMUTING REVIEW (since 1984), has co-authored two books, and helped produce the management videos "Telecommuting in the `90s Myth vs. Reality" and "The Virtual Office." For more information, visit his web site at http://www.gilgordon.com or telephone 908-329-2266. Teknekron Infoswitch Corporation, a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. based in Fort Worth, Texas Fort Worth is the fifth-largest city in the state of Texas, 18th-largest city in the United States[1], and voted one of "America’s Most Livable Communities. , develops and markets performance management solutions for customer call centers. For more information about Remote Agent and other Teknekron products, call 1-800-TEKNEKRON; send an e-mail message to info@teknekron.com; or visit our web site at http:\\www.teknekron.com CONTACT: Teknekron Infoswitch, Ft. Worth Katherine Kirkpatrick, 817/267-3025 KEYWORD; TEXAS INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS COMED PRODUCT REPEATS: New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of 212-752-9600 or 800-221-2462; Boston 617-236-4266 or |
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