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IBM INTRODUCES NEW CALLPATH APPLICATION THAT IMPROVES CUSTOMER SERVICE (Product Announcement)

IBM INTRODUCES NEW CALLPATH APPLICATION THAT IMPROVES CUSTOMER SERVICE
 WHITE PLAINS, N.Y., Jan. 21 /PRNewswire/ -- IBM (NYSE: IBM) today introduced a call management application that allows businesses to handle routine telephone transactions with their customers faster and more efficiently. They can also see fast, measurable improvements in their operations with little or no additional programming.
 CallPath(A) CallCoordinator CICS/MVS(A) offers one of the fullest set of functions of any call management application available today. Whether businesses want to use it as is, or tailor it to their specific purposes, it gives them capabilities no other similar application provides.
 The application is ideal for any business department that deals directly with customers, such as order entry, claims inquiry, market research, or telephone sales departments, stockbroker or student services, and help desks.
 An inbound calling feature of CallCoordinator CICS/MVS puts pertinent information about a call on the screen of an agent's workstation as his or her phone rings. An outbound calling feature can automatically place a call after showing the agent pertinent information about the customer to be called.
 CallCoordinator CICS/MVS can also direct a supporting telephone system to transfer a call to a different agent's phone and deliver the information screen along with it.
 It can be smoothly integrated with existing applications so businesses can take advantage of its capabilities to solve business problems quickly and inexpensively. With these capabilities, businesses can raise the level of customer service they provide, improve employee productivity, and increase revenues, thereby gaining a competitive advantage.
 CallCoordinator CICS/MVS runs on System/390(A) computers and works in concert with CallPath CICS/MVS and business applications, like an order entry or claims processing application.
 It fulfills IBM's commitment to develop a version of CallPath Host(A) that works with CallPath CICS/MVS, the System/390 version of CallPath Services Architecture. The new name reflects the addition of new capabilities to CallPath Host such as the outbound calling feature and connection to more telephone systems.
 IBM also said it plans a new version of DirectRoute/2 that will work with CallPath/2 and offer similar call management benefits to businesses running Personal System/2(A) applications.
 CallCoordinator CICS/MVS will be available on May 29, 1992, in the United States and Canada for the ROLM 9751 Business Communication System. It will be available for other telephone systems on Sept. 25, 1992.
 CallCoordinator CICS/MVS is available in two features: inbound and outbound. For the inbound feature, monthly lease charges range from $1,210 to $4,595; purchase prices range from $58,080 to $220,550. For the outbound feature, monthly lease charges range from $908 to $3,445; purchase prices range from $43,560 to $165,400. Specific prices depend on the System/390 model the application is running on.
 (A) -- Indicates trademark or registered trademark of IBM Corporation.
 -0- 1/21/92
 /CONTACT: Clifton Scott of IBM, today: 212-230-5499, or after today: 914-642-5457/
 (IBM) CO: International Business Machines Corp. ST: New York IN: CPR SU: PDT


TS -- NY030 -- 1675 01/21/92 09:40 EST
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Publication:PR Newswire
Article Type:Product Announcement
Date:Jan 21, 1992
Words:514
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