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CompUSA Inc. Selects Rockwell Electronic Commerce to Deliver
Next-Generation Customer Contact Management Technology
New infrastructure is part of retail giant's aggressive growth and expansion strategy
WOOD DALE, ILL. - September 1, 1999-Rockwell Electronic Commerce, a leading global provider of open systems customer contact management technology and a business unit of Rockwell (NYSE:ROK), has announced the implementation of its customer contact technology platform for CompUSA's new 1,000-agent customer support center. The Rockwell EC technology will allow CompUSA (NYSE: CPU), one of the nation's largest retailer of personal computers and related products, to enhance its customer support operations while supporting CompUSA's future growth.
Since opening its Plano, Texas call center in 1997, CompUSA has expanded its technical support offerings to include extended, fee-based support packages. Leveraging the power of Rockwell EC's Spectrum® open systems platform also enables CompUSA to market its call center capabilities and technical support expertise to select computer manufacturers and software publishers as an extension of their own support centers.
"In evaluating communication technology vendors, Rockwell stacked up well against CompUSA's stringent proposal requirements," said Blake Wolff, vice president of call center services, CompUSA. "They were able to understand our business needs and goals and provide a well-suited solution. Rockwell's technology will allow CompUSA to serve more customers, increase our service options, and quickly grow our call center services division."
Rockwell Electronic Commerce's next-generation customer contact management solutions reflect the convergence of voice and data and the increase of new customer contact methods. The solutions include Internet ACD, automated e-mail response, open systems platforms, media-independent contact routing and comprehensive reporting and management.
Rockwell EC's next-generation technology is the latest achievement in the company's long tradition of innovation that includes developing the first automatic call distributor (ACD), CTI application and Windows® NT-based ACD application.
"We are extremely pleased CompUSA chose Rockwell Electronic Commerce as its customer contact management partner," said Michael Caglarcan, president of Rockwell Electronic Commerce. "The fast-paced competitive pressure of the retail computer and software industry has put leading companies like CompUSA ahead in implementing state-of-the-art, next-generation customer contact management technology."
About Rockwell Electronic Commerce
Rockwell Electronic Commerce (www.ec.rockwell.com) is a leading global supplier of customer contact management technology. This technology includes automatic call distribution (ACD), call center and customer contact applications, computer telephony integration (CTI), and multimedia and Internet solutions. Rockwell Electronic Commerce's open, standards-based technology platforms integrate robust customer relationship management applications with existing enterprise-wide information systems.
Rockwell (NYSE: ROK) is a $7 billion electronic controls and communications company with global leadership positions in industrial automation, avionics and communications, and electronic commerce. The company employs about 40,000 people at more than 450 locations serving customers in more than 80 countries.
Michael Collyer
Rockwell Electronic Commerce
630.227.8212, fax: 630.227.8186
[email protected]
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Carol Marino
Tech Image Ltd.
847.705.0040, fax: 847.776.3444
[email protected]
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