274 — Smaller call centres can act big with FirstPoint Business Edition

Jul 8, 2002 | Conteúdos Em Ingles

Rockwell FirstPoint Contact announces comprehensive capability and competitive pricing strategy for the small to medium enterprise

Rockwell FirstPoint Contact, in May 6, launched FirstPoint Business Edition, an ‘out-of-the-box,’ multi-channel contact centre solution for Small to Medium sized Enterprise (SME)1, offering all the flexibility, functionality and integration enjoyed by the world’s largest contact centres, at an extremely competitive price.

By combining a suite of applications to manage voice, email and web contacts within a single, tightly-bundled solution, Rockwell FirstPoint Contact is lowering the cost of entry for SME contact centres by up to 30%. FirstPoint Business Edition is aimed squarely at this fastest-growing sector within the contact centre industry – set to represent 88% of the market by 2005 according to Gartner Group2.

The system is built on the company’s 30 year heritage of industry expertise, allowing SME’s to ‘deliver, measure and connect’ for effective customer interaction. It combines centralized queuing, routing and reporting for multiple contact channels, with real-time and historical reporting, as well as Computer Telephony Integration (CTI) and self-service capability through Interactive Voice Response (IVR), providing a full set of tools for cost-effective customer management within the contact centre.

Installation is simple and easy, using Rockwell FirstPoint Contact’s unique pre-configuration process, allowing a fully integrated contact centre to be up and running within hours rather than the previous industry norm of days or even weeks. FirstPoint Business Edition can integrate with virtually any business phone system (PBX) or provide its own PBX functionality to offer even more cost savings.

FirstPoint Business Edition is the first SME contact centre solution to support easy integration with widely available retail software for contact management such as ACT or GoldMine, and order fulfilment and accounting packages such as Quicken, Peachtree, Mind Your Own Business (MYOB) and Sage allowing businesses to link the contact centre with multiple data sources to support intelligent customer contact strategies.

Mary Ellen Moser, Director, Global Product Line Management, Rockwell FirstPoint Contact says the system creates exciting possibilities. ‘There has never been a system which creates such an opportunity for the SME market. FirstPoint Business Edition represents a revolution in terms of pricing, sophisticated functionality, and more importantly, ease of installation and integration capability. In practical terms, this means that SME’s can make an investment decision, fully confident that they can achieve a return on investment by adding value to their business.

‘In the past this market has been held back by the financial and operational risks associated with complex, costly contact centre installations; we believe we have dismantled the barriers. With low installation costs, a consistent pricing strategy and easy access to company data from the contact centre desktop, we are offering a powerful tool to manage voice, email and web contacts cost-effectively, in line with business requirements. Smaller enterprises can now compete on a level playing field with the multinational giants.’

Brian Huff, Senior Research Analyst, Datamonitor confirms FirstPoint Business Edition is a welcome and timely offering for the SME market. ‘Comprehensive solutions now exist on the market that are simple enough to eliminate the need for costly integration and customization yet sophisticated enough to enable companies to make customer service a competitive differentiator. By integrating a wide range of contact centre functionality into one solution with FirstPoint Business Edition, Rockwell FirstPoint Contact is now better equipped to meet the needs of the SMB3 market.’

Pricing Model

The FirstPoint Business Edition pricing model allows companies to buy seats on a flat price basis, with a list price of $1625 per user. Additional software licenses can be purchased and activated at any time, without interrupting ongoing customer service in any way.

There is a white paper entitled ‘Contact Centers Simplified’ available from Rockwell FirstPoint Contact.


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