Call-management product maker will push wares in federal market

Rockwell Electronic Commerce will form a federal sales group in Vienna, Va., to
increase visibility for its flagship line of Spectrum call-center products.

“We haven’t been addressing the federal market,” said Rich Buchanan,
East Coast regional director for the Wood Dale, Ill., business unit of Rockwell
International Corp.

Rockwell EC demonstrated its Transcend call-management software at the CTI Expo trade
show in Baltimore last month. Using the same software as Rockwell’s Spectrum
Automatic Call Distributor, Transcend runs under Microsoft Windows NT and supports up to
80 telephone agents in a small, distributed call center.

Buchanan said several agencies rely on telephony to serve citizens, but “there are
probably more small, scattered groups than there are large call centers,” he said.

Rockwell entered the call-center field in 1973 with its Galaxy Automatic Call
Distributor for large operations with up to 4,000 agents. Designed as a niche product for
the airline industry, Galaxy still is in use at the Social Security Administration, Office
of Personnel Management, Patent and Trademark Office, and Amtrak.

Although Rockwell no longer manufactures Galaxy, it will continue to support the
product for seven years, Buchanan said.

More recently, Rockwell EC introduced Spectrum ACD, a four-cabinet hardware-software
product for up to 2,400 agents.

Spectrum 100, a midrange system for up to 144 agents, will come out later this year.

All the products distribute incoming telephone calls through private branch exchanges
or over LANs and WANs.

They also can integrate the telephone system with databases, giving agents access to
associated data while handling calls.

Rockwell EC’s Call Center Command Server can customize applications to integrate
Spectrum with existing data infrastructures.

Transcend works with Oracle Corp.’s Universal Data Server and CT Media middleware
from Dialogic Corp. of Parsippany, N.J., through Windows NT Server’s telephony
application programming interface.

Both Transcend and CT Media are compatible with third-party applications that comply
with the Enterprise Computer Telephony Forum’s S.100 interoperability specifications.

A telephone agent at a PC must have Transcend’s DeskSet phone software and a
TCP/IP connection to the Transcend server.

When the agent signs on to DeskSet, calls are routed to a telephone near the
agent’s PC.

Richard Smith, director of business development for the federal sales office, said
the Spectrum and Transcend products can create customized reports on performance and
follow open standards for use with agencies’ legacy systems. 

About the Author

William Jackson is a Maryland-based freelance writer.

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