The Downers Grove, Illinois-based Rockwell Switching Systems unit of Rockwell International Corp – which the company has decided is probably surplus to requirements (CI No 2,429), has announced an enhancement to its Spectrum Automatic Call Distribution Call Centres. The company has introduced Dynamic Application Scripting Help, new software that is said to remove the need […]
The Downers Grove, Illinois-based Rockwell Switching Systems unit of Rockwell International Corp – which the company has decided is probably surplus to requirements (CI No 2,429), has announced an enhancement to its Spectrum Automatic Call Distribution Call Centres. The company has introduced Dynamic Application Scripting Help, new software that is said to remove the need for Call Centre administrators to monitor and redirect calls to match available telephone service operators. According to the company, it does this by adjusting the calls in a queue as the number of service operatives sign in and out, dynamically adjusting the threshold of callers the organisation is able to service at any one time. In this way, calls above a determined queue threshold can be re-routed to other locations, or to an intelligent announcement service, reducing the chance of users in a queue hanging up, says Rockwell. The enhancement is available immediately on Spectrum; existing systems can be upgraded for no charge. Meantime Rockwell Switching Systems Ltd, the division’s UK offshoot, has announced a partnership programme with Mercury Communications Plc. Under the deal, Rockwell will provide its Spectrum systems for Mercury customers using network, long-distance and 0500 free call services. Mercury will be the single source of contact for support services, which will be provided by both companies. The company expects to announce a similar deal with a North American telephone company within the month.
