Contact Center Solutions Industry News

[August 12, 2004]

Rockwell FirstPoint Contact Announces Completion of Enterprise XML Connector Field Trial

Rockwell FirstPoint Contact Corp., a global provider of complete call and contact center solutions, announced it has successfully completed a field trial of the Enterprise XML (Extensible Markup Language) Connector with its technology partner, IEX Corporation, a Tekelec company (Nasdaq: TKLC) and the leading provider of contact center workforce management solutions.

The Enterprise XML Connector creates a common communication platform that enables vendors to share both the format and data produced by Rockwell FirstPoint Contact’s FirstPoint Enterprise product using a standard Internet language by offering a series of key word descriptions of internal information.

IEX successfully trialed the Enterprise XML Connector at a Fortune 100 company’s largest contact center site delivering its TotalView workforce management solution. By leveraging the Enterprise XML Connector, IEX was able to install the product at the customer site quicker than if they had built a specific connector to work with the FirstPoint Enterprise Application Programming Interface (API).

IEX is now rolling out its solutions to 1,700 agents at two of the company’s sites in the northeast United States.

“Rockwell FirstPoint Contact customers can maximize the value of TotalView with the XML Connector,” IEX president Debbie May said. “Now they can take advantage of TotalView’s sophisticated forecasting and scheduling features while yielding better performance statistics, lowering costs and improving customer service with the Real-Time Adherence module.”

By interfacing via XML, IEX has its workforce productivity solutions use the information that is being gathered by the FirstPoint Enterprise product, such as available state, to see if agents are adhering to schedules.

“The Enterprise XML Connector removes the need for vendors to create connector applications by learning the FirstPoint Enterprise application structure and specific program language,” said Roger Sumner, chief technology officer for Rockwell FirstPoint Contact. “This presents a significant cost savings during the integration development process.”

The Enterprise XML Connector, which is now a standard feature of FirstPoint Enterprise, allows technology partners, like IEX, to access a variety of contact center information for their own proprietary or outside commercial application. An added benefit of the Enterprise XML connector is that it can be used at multiple contact center sites, eliminating the need for individual connectors at each location.

“Going forward, we expect this will become the de facto standard for integrating with our partner’s technology applications,” added Sumner.

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