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Integration of IT assets: reality check!


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Verastream to ease contact center pains
Attachmate to showcase legacy integration products at Dallas conference

SEATTLE: Attachmate Corporation, an infrastructure management solution provider, has announced that a growing number of customers are leveraging its Verastream legacy  integration software to create more efficient, profitable contact centers. By providing a single point of access to disparate systems and applications, Attachmate claims, Verastream allows contact centers to re-use their valuable legacy assets along with other contact center technologies, such as customer relationship management (CRM) and interactive voice response (IVR) systems, to improve customer satisfaction and maximize revenue generation by reducing agent training time, eliminating redundant data entry and increasing call resolution rates.

Attachmate will show case its products at the ICMI Call Center Demo & Conference to be held in   Dallas, between May 21-24, and show how contact center-centric companies such as AT&T Global Customer Care, British Telecom Retail, among others, are standardizing on Attachmate Verastream to optimize contact center performance. The company will also showcase its work with leading desktop integration solutions provider OpenSpan, which is also participating in the conference, to provide comprehensive offerings that improve the contact center desktop environment for agents, IT and Operations by:

  • Streamlining application workflow with simple integration projects;
  • Building robust desktop automation without coding;
  • Creating unified views with composite applications;
  • Extending legacy applications with new business; and,
  • Using an advanced approach for integrating desktop, host, Java, Windows and Web applications.

“The contact center is the central nervous system that connects the customer to the enterprise. But in today’s contact center environments, where agents typically work with five or more desktop applications, lack of communication between those applications often makes it difficult for agents to consistently deliver efficient, real-time service and provide an overall positive contact center experience,” said Eric Varness, vice president of marketing at Attachmate. “By breaking down the barriers between desktop applications, Verastream dramatically improves the contact center desktop environment for agents to help organizations improve the customer experience and increase margins.”

CIOL Bureau

 

 
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