WRQ Evolves Contact Centers into Profit Centers.SEATTLE -- WRQ (WRQ, Inc., Seattle, WA, www.wrq.com) A software company that specialized in terminal emulation and NT-Unix integration products. Founded in 1981 as Walker Richer and Quinn, Inc., a consulting firm in minicomputer and mainframe applications, it introduced an HP terminal emulator for the Verastream Customers Including Afni Inc., AT&T Global Customer Care and State of Delaware Division of Revenue Improve Service Delivery and Slash Costs WRQ, Inc. today announced that an increasing number of contact center-intensive companies are turning to WRQ Verastream(R) host integration software to cut call center costs while maintaining the high-end services that customers demand. By creating a fast, easy-to-use, web-based front-end on top of existing legacy systems, Verastream works easily with other contact center technologies such as customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) and interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) systems, enabling customers to slash caller wait times, eliminate data-entry errors, boost agent call times and save training time and dollars. Contact center-centric companies such as Afni, AT&T Global Customer Care, Balboa Life Insurance, British Telecom The telephone and communications carrier that provides services in Great Britain and Northern Ireland. It used to be a division of the British Post Office, but was privatized in 1984 under Margaret Thatcher's administration. Retail, Clark County Clark County is the name of twelve counties in the United States of America:
BTL Battle BTL Bottle BTL Buy To Let BTL Below The Line (advertising) BTL Biomass-to-Liquids BTL Bubba the Love Sponge BTL Between the Lions (PBS children's TV show) AB, State of Delaware Division of Revenue (DOR Dor or Dora, Canaanite seaport, ancient Palestine (modern Israel), N of Caesarea Palestinae. It was never a Jewish city but rather a Phoenician outpost. It was rebuilt by the Romans; still visible are the ruins of a temple and a theater. ) and Wells Fargo Wells Fargo armored carriers of bullion. [Am. Hist.: Brewer Dictionary, 1147] See : Protectiveness Wells Fargo company that handled express service to western states; often robbed. [Am. Hist. Home Mortgage, among others, are standardizing on WRQ Verastream as their host integration platform. "With Verastream, contact centers no longer need to be cost centers," said Randy Robinson, vice president of products at WRQ. "Redundant process, operational costs, regulatory compliance, disparate systems and consolidation issues make it difficult for contact centers to integrate the customer information locked away in their legacy assets." Leveraging WRQ(R) software, contact centers have increased productivity and efficiencies by rapidly optimizing existing functionality stored within multiple legacy applications. Irv Schechtman, director of MIS for the State of Delaware DOR, wanted to provide a simple web interface for their call system's 41 screens. "We needed to simplify the system for internal users to make them more productive," he said. "And in order to deal more effectively with outside agencies, we needed to restructure our business processes." Now, each new web application can be developed faster than the one before it because the necessary building blocks have already been generated. In fact, the DOR has already begun reusing the services to streamline the four other functions in their billing and collections application. "Verastream has been easy for our developers to work with and learn the host modeling," concluded Schechtman. "It's a robust product that has been significant in its impact on us." According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Merchants Global Contact Center Benchmarking Report 2005, a prominent global industry report, integration is key to improving agent productivity for contact centers all over the world: "The lack of system integration in many contact centers also means that agents are spending longer on wrapping up calls (an average of six minutes per call) than on talking to Noun 1. talking to - a lengthy rebuke; "a good lecture was my father's idea of discipline"; "the teacher gave him a talking to" lecture, speech rebuke, reprehension, reprimand, reproof, reproval - an act or expression of criticism and censure; "he had to customers (an average of four minutes per call)." For example, Afni, an outsourcer of call center-based services, turned to WRQ Verastream to help solve this type of problem for a wireless customer. In this case, the client's customer service representatives had to access account records that resided on slow and difficult-to-navigate AS/400 applications. The slow system meant callers often had to wait an hour or longer to get through. And, once a caller got through, the wait continued, typically another 12 minutes, as an operator waded through green screen after green screen trying to find, change or add data. Within one month, Afni developed and deployed the new system by leveraging WRQ Verastream, and set up a team of customer service representatives with the new technology. By reducing the number of screens a rep saw from as many as 60 down to five or six, the new system made viewing account records easier. It also reduced the processing time needed to fulfill accounts receivable accounts receivable n. the amounts of money due or owed to a business or professional by customers or clients. Generally, accounts receivable refers to the total amount due and is considered in calculating the value of a business or the business' problems in paying information to just seconds per request and slashed customer ordering time. Consequently, the cost of providing customer service was cut by about two-thirds, saving thousands of dollars. Matt Ernst, Afni's director of application development, said Verastream's speed and automation helped move the project along quickly. "The customer's test system was not in sync with the production system. And, as we got out of the test system, we realized that, so we had to make modifications in a very short period of time," he said. "The ability to just remap To map something for a second or subsequent time. Quite often, the words "remap" and "map" are used synonymously, even though they refer to an operation that is taking place for the first time. See map. or make alterations as we mapped the screens, and for it to take effect across the board was huge for us." About WRQ Verastream WRQ Verastream is proven host integration software that enables IT management, application developers, project managers and service providers to rapidly optimize existing legacy functionality to increase productivity and generate early ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). . WRQ Verastream is positioned in the Leaders quadrant on Gartner Inc.'s Programmatic Integration Server Magic Quadrant, 2005(Note 1). About WRQ WRQ builds software for accessing and integrating legacy applications. WRQ Reflection(R) software provides a broad range of terminal-emulation, PC X-server and SSH (Secure SHell) A security protocol for logging into a remote server. SSH provides an encrypted session for transferring files and executing server programs. Also serving as a secure client/server connection for applications such as database access and e-mail, SSH supports a security solutions. WRQ Verastream(R) integration server provides a single platform for reusing legacy logic and data in web applications, CRM applications, or portals. Our products help companies get the most from their hosts today as they advance their long-term IT strategy. Established in 1981, WRQ is one of the largest privately held software companies in the U.S. It has over six million users worldwide and the highest customer-support rating in the industry. Three out of four Global 500 companies rely on WRQ daily. Learn more at www.wrq.com. Access. Integrate. Transform.(R) Copyright (C) 2005 WRQ, Inc. All rights reserved. WRQ, the WRQ logo, Reflection, Verastream, and "Access. Integrate. Transform." are either registered trademarks or trademarks of WRQ, Inc., in the USA and other countries. Some Reflection products include software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org). All other trademarks, trade names, or company names referenced herein are used for identification only and are the property of their respective owners. USA patents pending. Footnote (Note 1) Gartner "Magic Quadrant for Programmatic Integration Servers, 2005" by D. Vecchio. 25 February 2005, G00125176. |
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