Rockwell Electronic Commerce today announced GTE Network Services has implemented its award-winning 3CS customer contact operating systems and Commander call center applications in their network of nation-wide customer service and support centres.
The technology harnesses the information collected by GTE`s Rockwell Electronic Commerce Spectrum(R) customer contact platform, providing total "visibility" and access to Spectrum`s tens of thousands of real-time data elements, including call flow and agent activity.
This data can be freely viewed, arranged and responded to according to the end users` individual preferences and management objectives, permitting advanced control and optimisation of a company`s customer contact center operations.
"Implementing Rockwell Electronic Commerce`s 3CS operating systems and Commander applications has allowed GTE to create custom contact center applications suited to meet our demanding information management and business requirements," said Jody Harris, Director, Call Center Management, GTE Network Services. "For example, we can now detect and instantly respond to agent work schedule variations for the company`s approximately 8,000 customer service agents in a way that is critical for the long term success of our business objectives. As our requirements evolve, 3CS will permit multi-center integration and centralized, enterprise-wide viewing and control of our entire customer contact management operation."
"3CS goes beyond customer contact management to address strategic businesses concerns," said Roger Sumner, Vice President, Development and Chief Technologist, Rockwell Electronic Commerce. "Using 3CS and Commander, businesses can precisely balance the cost of operating their customer contact center operations with maintaining high customer service and support levels."
Completely open and object-oriented, 3CS functions as the interface between business applications and customer contact center systems.
Share
Rockwell Electronic Commerce
Rockwell Electronic Commerce (www.ec.rockwell.com) is a global provider of proven customer contact solutions for voice and Internet media. Its expertise enables businesses to realise their customer relationship management strategies via open, scalable platforms and innovative multimedia applications.
Rockwell is a A$7 billion electronic controls and communications company with global leadership positions in industrial automation, avionics, communications and electronic commerce. The company employs about 40,000 people at more than 450 locations serving customers in more than 80 countries.
Rockwell Electronic Commerce Ltd makes its call centre expertise available to call centres of every size and has developed solutions such as Transcend a software "only" based ACD which is designed for call centres with 10-80 seats.