3Com, EasyRun sign OEM agreement for call centre targeted at SMEs

3Com Corporation today announced that it has signed an original equipment manufacturer (OEM) agreement with EasyRun.

Under the agreement, 3Com will bundle EasyRun`s multimedia contact centre software, EPICLite, with the 3Com NBX networked telephony solution. The solution, known as 3Com eXchange Call Center, provides small and medium-sized enterprises (SMEs) with contact centres the ability to increase the level of service to their customers, while decreasing their overall operation and maintenance costs.

Halsted Communications, a New York-based provider of technical support for DirecTV, is a user of the 3Com NBX platform with the EPICLite software.

"We went from a 45 minute hold time to less three minutes," said Tim Mascord, customer service manager at Halsted Communications. "With the reductions in hold time, we estimate that we are saving $5 000 to $6 000 per month on our 800 number telephone bill alone. The system will pay for itself in no time."

EasyRun`s EPICLite software is integrated into 3Com eXchange Call Center product, a suite of Internet protocol (IP) telephony solutions based on the 3Com NBX network telephony platform.

"With the addition of EasyRun`s EPICLite software, the 3Com eXchange Call Center delivers enterprise call centre capabilities at a price point adapted to SMEs," said David Chu, 3Com executive director of product management. "This allows 3Com to respond effectively to the significant and growing demand for value-added call centre applications alongside our family of 3Com networked telephony products and service."

Avi Silber, EasyRun`s CEO, said: "This agreement significantly strengthens EasyRun within marketing and sales. The recognition from a leading company, such as 3Com, in our products, will enable us to expand our presence in world markets and secure new customers."

"Our global solution enables SMEs to utilise the technology that has an advantage that was limited until today, only to large organisations," said Silber. "In addition, the product is aligned with global tendencies that put customer service above all. To date, more than 60 systems have been installed within 3Com private branch exchange (PBX) in the US, Europe and Israel, and by the end of the year, we estimate dozens more."

The EPICLite software is currently sold under the 3Com eXchange Call Center suite of solutions, which includes the VCX V7000 IP Telephony Solution, an award-winning carrier-class IP platform, and NBX 100 Communications System, the first commercially available IP private branch exchange (PBX) product. The 3Com eXchange Call Center solution is currently available through 3Com enterprise voice solutions global account managers and more than 500 resellers and distributors worldwide.