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FIRST PUBLIC TELEPHONE LINK TO CALLPATH; IBM ANNOUNCES SMOOTH, EASY ACCESS TO CRITICAL CALL CENTER DATA

 FIRST PUBLIC TELEPHONE LINK TO CALLPATH;
 IBM ANNOUNCES SMOOTH, EASY ACCESS TO CRITICAL CALL CENTER DATA
 WHITE PLAINS, N.Y., March 17 /PRNewswire/ -- IBM (NYSE: IBM) today introduced new CallPath products that offer many more businesses ways to improve their customer satisfaction, increase employee productivity, and tap new sources of revenues. With these products, large and small businesses can handle routine phone transactions more efficiently and connect their computers to more phone systems.
 CallPath products 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 instantaneous access to the information a call center needs to provide faster, more personalized service to customers over the phone.
 Highlights of today's announcements include:
 -- CallPath CallCoordinator/2(A), which can automate many repetitive tasks with its inbound and outbound calling capabilities. It can be an affordable way for small businesses to reap CallPath benefits, and offers the added advantage for large businesses of being able to smoothly combine customer information from numerous databases throughout the enterprise.
 -- For the first time, businesses can use CallPath products to link their computers directly to a central office switching system, welcome news for those whose phone service is provided by the local phone company, which typically owns these systems.
 With any of IBM's CallPath products, businesses can obtain fast, measurable improvements in their operations; for example:
 -- Porsche Cars North America, Inc., has improved service to more than 225 U.S. dealers by cutting 20 percent off the time it takes to process their calls.
 -- TELNET Systems, Inc., which provides telemarketing services to a wide variety of clients, has seen a 97 percent increase in the number of calls its telephone service representatives are able to initiate.
 Greater Productivity for Call Centers
 CallPath CallCoordinator/2(A) can help improve productivity by allowing businesses to respond quickly to callers with accurate, up-to-the-minute information -- regardless of where it exists.
 For companies with applications running on a variety of IBM computing systems, it offers an easy way to pull information from them, usually without any modification, saving valuable time and money. This ability means that as the phone rings, an agent sees on the screen at his or her workstation pertinent information that was drawn from databases located on these different systems.
 CallCoordinator/2 runs on a Personal System/2(A) computer and serves users on either Token-Ring or Ethernet local area networks. It works in concert with business applications, such as order entry, and IBM's CallPath/2(A), which links a PS/2(A) to a phone system.
 In related news, IBM said it plans to enhance CallPath/2 and SwitchServer/2(A) so they can take advantage of the function of OS/2(A) Version 2. SwitchServer/2 is a gateway that converts messages between a phone system and a computer into signals that both can understand.
 And for businesses with UNIX(B) workstations, IBM stated plans to develop a CallPath product that connects RISC System/6000(A) computers, running IBM's AIX(A) operating system, to any phone system that supports its CallPath Services Architecture.
 IBM also said a new release of its DirectTalk/6000(A) voice processing system offers enhanced capabilities that mean faster responses for callers and a higher quality of voice recording than the current release at a comparable cost.
 Links to Two More Phone Systems
 Since CallPath products were first introduced three years ago, IBM has continued to increase the number of PBX, or private branch exchange, phone systems that can work with them. With today's first central office phone system support, businesses can now link their computers to a total of eight of the most commonly installed phone systems in the world.
 The additional CallPath SwitchServer/2 connection to the following two phone systems will be available on Sept. 25, 1992: Northern Telecom's DMS-SuperNode(B) (or DMS-100), a central office switching system, and AT&T's DEFINITY(B) Communications System Generic 3i, a PBX switching system.
 (A) -- Indicates a trademark or registered trademark of International Business Machines Corporation.
 (B) -- Indicates trademarks or registered trademarks: DEFINITY (AT&T), DMS-SuperNode (Northern Telecom), UNIX (UNIX System Laboratories, Inc.).
 -0- 3/17/92
 /CONTACT: Clifton Scott of IBM, 212-230-5499, or after today: 914-642-5457/
 (IBM) CO: International Business Machines Corp. ST: New York IN: TLS SU: PDT


TS -- NY015 -- 8675 03/17/92 09:49 EST
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Copyright 1992 Gale, Cengage Learning. All rights reserved.

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Date:Mar 17, 1992
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