Contact Center Solutions Featured Article

Rockwell Automation Selects Contact Centers of America to Provide Onshore Technical Support Services

April 16, 2010

Rockwell Automationhas selected Contact Centers of America "CCA"to provide technical support services, continuing the company's commitment to customer satisfaction and educational institute partnerships.

Officials with CCA said that Rockwell Automation selected the company to provide dedicated technical support professionals to customers who need to implement the activation of software releases and upgrade older versions of software still in use.

In addition, officials said that in order to achieve the objectives set forth by Rockwell Automation, CCA is leveraging its 31,000 square foot contact center in Orlando, Florida developed through its College Partnership Program with Valencia Community College.

The company is providing a dedicated customer care team of technical support to help seamlessly implement a program of ongoing customer touch points, including phone, chat and email.

'CCA offered something considerably different from other solution providers,' said Gary Pearsons, global director of remote support services at Rockwell Automation, in a statement.

Pearsons said that they provide exceptional service levels, backed by technical innovation in their call center operations.

"Moreover, their unique workforce models, including the student program we are leveraging, are a refreshing change to what we have seen from their competition. We were impressed by the level of technical acumen and customer care tactics of the team which have led to superior service metrics thus far,' he said.

Joe Jacoboni, CCA's CEO and a support services industry pioneer said that the company is thrilled to have Rockwell Automation on board as a partner and the company looks forward to continuing to develop the relationship and provide outstanding service.

'At CCA, we are focused on revolutionizing the call center industry by creating compelling, cost effective solutions that also drive social change,' said Jacoboni.

Anil Sharma is a contributing editor for ContactCenterSolutions. To read more of Anil's articles, please visit his columnist page.

Edited by Stefania Viscusi