CALLPATH/400 OFFERS BETTER CUSTOMER SERVICE AND
GREATER EFFICIENCY FOR MORE BUSINESSES
WHITE PLAINS, N.Y., Feb. 18 /PRNewswire/ -- IBM Corp. (NYSE: IBM) today introduced a new version of its CallPath (See Note A)/400 product that gives businesses with AT&T and NEC telephone systems a way to expand the services they offer as well as increase their efficiency and revenues. Never before have these concerns been more critical to the success of businesses trying to gain a competitive edge.
The new version of CallPath/400 allows companies to link their Application System/400 (See Note A) (A/400) (See Note A) computers to telephone systems from six different makers. Now businesses in the U.S. and Canada with certain AT&T phone systems, and NEC phone systems in Asia, can also take advantage of CallPath/400 capabilities to obtain fast, measurable improvements in their operations.
Other phone systems that support CallPath/400 include those from ROLM, Siemens, Northern Telecom, and Teleos.
"Businesses today face a dilemma made all the more difficult by the economic recession: how to improve customer service and contain costs. For more of them than ever, IBM's CallPath products now provide the right answer," said Dan McIntyre, director of networking and voice solutions marketing, IBM US. "Any time IBM and more telephone vendors can work to help them solve this dilemma, it's good news for our mutual customers."
"Many of our customers have the AS/400 installed," said Rick Adams, marketing vice president for AT&T's Business Communications Systems group. "With this link to the AT&T DEFINITY(See Note B) Communications System Generic 3i, they can combine advanced computer and communications technologies to get leading-edge business applications that offer improved customer service and other competitive advantages."
Key Benefits of IBM CallPath Products.
IBM's CallPath products allow businesses to synchronize the functions of a computer with those of a telephone system so both can be used as a single, integrated system. Such a system allows them to handle routine phone transactions with their customers faster and more efficiently. The immediate benefit, for them and their customers, is faster and better service.
These products can put pertinent information about a call on the screen of an agent's workstation as the phone rings. This means customers don't have to wait while an agent searches for the information. And if they happen to be transferred to another department, the same current information is displayed for the next agent who answers -- there's no need to repeat any of it.
Other time-saving benefits include the ability to show the agent updated customer information, such as the status of a mail order, and then to automatically place the call so the status can be relayed to the customer.
IBM's CallPath products are ideal for any organization that deals directly with customers, such as order entry, claims inquiry, market research, or telephone sales departments, stockbroker or student services, and help desks.
Applications and Services Allow for Easy, Total Offerings Today, businesses in a variety of industries can choose from 31 applications developed by IBM Business Partners for use with CallPath/400. Along with its Business Partners, IBM also offers a full range of services, including planning, design, installation, and training to make it easy for these businesses to reap the benefits that IBM CallPath products offer.
In addition to CallPath/400 which runs on the AS/400, IBM's CallPath family includes similar products for businesses with Personal System/2 (See Note A) or Enterprise System/9000 (See Note A) computers. All are based on IBM's leading-edge switch-to-computer interface, CallPath Services Architecture.
The AT&T DEFINITY Communications System Generic 3i supports the new version of CallPath/400 through a direct connection to the AS/400. The NEC APEX/NEAX 2400 Information Management System, available in Asia, supports CallPath/400 through CallPath SwitchServer/2 (See Note A), which converts messages between a telephone system and an IBM computer into signals that both can understand.
CallPath/400 already works with telephone systems from four makers: the ROLM 9751 Business Communication System, the Siemens Hicom 300 (See Note B) System, the Northern Telecom Meridian 1 (See Note B) System and Meridian SL-1 (See Note B) Business Communication System, and the Teleos IRX9000. These systems connect directly to an AS/400.
CallPath/400 Version 2 Release 2 will be available on Dec. 18, 1992. Charges range from $2,080 to $51,300.
(A) Trademark or registered trademark of International Business Machines Corporation.
(B) The following are trademarks or registered trademarks of the indicated companies: DEFINITY (AT&T), Meridian 1, Meridian SL-1 (Northern Telecom Inc.), Hicom 300 (Siemens).
/CONTACT: Clifton Scott of IBM, 212-230-5499 (on Feb. 18), or 914-642-5474 (after Feb. 18)/
(IBM) CO: International Business Machines Corp. ST: New York IN: CPR SU: SH -- NY093 -- 0058 02/18/92 15:14 EST