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Integrated solution extends full power of Rockwell EC call center platform to voice, web, e-mail and fax customer contacts

WOOD DALE, Ill. December 8, 1999 – Rockwell Electronic Commerce today introduced Contact Integration Manager, a fully compatible, media-independent skills-based routing solution for Rockwell Transcend and Spectrum^® call center platforms.

Contact Integration Manager (CIM) allows Rockwell EC customers to leverage the powerful queuing, routing, reporting and desktop capabilities of Rockwell EC’s industry-leading call center platforms for multimedia customer contacts.

"Our customers demanded a cost-effective, comprehensive media-blending solution that provides superior service to their web-based, e-mail and fax contacts, and Rockwell delivered," said Roger Sumner, vice president, development and chief technology officer, Rockwell Electronic Commerce. "CIM leverages Rockwell EC’s open systems platform and allows our customers to benefit from sophisticated media-blending technology without increased investment, agent training or overhead."

CIM provides centralized entry, viewing, contact processing and management of all customer contacts, ensuring a consistent, high level of service and operational efficiency regardless of the customer contact method.

"Rockwell’s Contact Integration Manager represents a genuine milestone in the evolution of the customer contact center," said Paul Stockford, chief analyst, Saddletree Research, Inc. of Scottsdale, Ariz. "Its integration of media-independent contact

routing and reporting into a single, cost-effective open system, coupled with its high scalability and ease of use, provides real benefit and value to Rockwell technology users and their customers."

Rockwell EC’s Contact Integration Manager (CIM) is a Java-based application which includes a Software Development Kit (SDK) allowing custom application development. CIM utilizes the robust functionality of the Rockwell EC platform to handle multimedia customer contacts the same way as traditional voice calls, including telescripts, real-time displays and historical reporting.

Tier-based routing allows only qualified agents to handle multimedia requests. Agents with differing skills can be ranked within the call center to handle the appropriate level of calls. Agents can receive and transfer multimedia calls to another agent or application. Agents can also place a voice call to other agents, applications or off net while handling a multimedia call.

Rockwell Electronic Commerce (www.ec.rockwell.com) is a leading global provider of multimedia customer contact management technology. This technology includes open systems call center platforms and call management applications. Rockwell EC products work with a client’s existing customer data sources to provide effective, integrated customer contact management solutions for any size business. In 1999, The PELORUS Group ranked Rockwell EC highest in overall customer satisfaction among all major U.S. call center technology providers.

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