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For more information, contact: Kim Johnson (303) 639-8450 x4404 Return to newsroom Mosaix and Visual Electronics Announce Partnership to Ensure Product Interoperability State of the art wallboard displays work with Mosaix Call Management System to help call center managers analyze call queue levels and allocate resources on the fly. REDMOND, Wash. - December 7, 1998 -- Mosaix, Inc. (NASDAQ: MOSX) and Visual Electronics, Ltd. today announced a partnership agreement that formalizes cooperation between the companies, ensuring that Mosaix and Visual Electronics have significant access to the other's technical, sales, support, and marketing resources. This relationship extends the value of Mosaix's Call Management Systems and ensures the interoperability of Mosaix systems with Visual Electronics' DIGITAL-FAX Monitor System. Denver-based Visual Electronics provides electronic wallboard displays that are typically used in large call centers to display statistics relevant to call center performance, such as the number of calls waiting to be answered and the length of time they have been waiting. When used in conjunction with the Mosaix Call Management System, these large, colorful displays give supervisors and staff immediate and continuous information on inbound, outbound, and blended call queue levels and enable supervisors to make immediate resource allocation adjustments as conditions change. Because these systems facilitate frequent adjustments to rapidly changing call center conditions, particularly in the Mosaix 5000 call blending environment, they have a significant positive impact on customer service levels. In addition, the deployment of Visual Electronics solutions gives call center managers the ability to quickly communicate other information, such as campaign results, customer service information, or motivational messages to their call center agents. "As call centers play an increasingly strategic role in customer retention and loyalty, call center managers need more sophisticated ways to monitor call center activity," said Alex Demczak, assistant vice president of collections at Mellon Bank and chairman of the Mosaix North Eastern User Group. "The relationship with Visual Electronics reflects Mosaix's commitment to extending the value of the Mosaix Call Management System, while enhancing our own ability to provide world-class customer service." Visual Electronics has developed a set of programming interfaces that make the consolidated real-time reporting functions of Campaign Director, the supervisor interface to the Mosaix Call Management System, available for wallboard display. Visual Electronics systems add value by consolidating real-time call center statistics from a number of sources, including PBXs, ACDs, and the Call Management System. These systems are therefore capable of displaying a complete snapshot view of call center performance including: · Inbound statistics provided by the ACD, such as inbound calling wait times, number of calls in queue and mean time to answer. · Outbound statistics provided by the Mosaix predictive dialer, including outbound calling queue wait times, number of calls in queue, calls abandoned, as well as agent performance, list penetration and campaign progress. · Alerts and alarms triggered by the ACD, the Mosaix Call Management System or other data sources. The fact that the wallboard is capable of displaying a consolidated picture of call center conditions, visible from any point on the call center floor, enables supervisors to manage call center performance without being tied to their desktop PC's. "Visual Electronics wallboards are used at many Mosaix Call Management Systems installations, particularly those that have deployed blending technology," said Dennis Dougherty, president and CEO of Visual Electronics. "Mosaix is a clear leader in large-scale blending environments, particularly in banking and finance, and we are delighted to join the Mosaix global alliance". "We are pleased to announce the formalization of our partnership with Visual Electronics," said Kim Mackay, senior vice president of corporate marketing and development for Mosaix. "Visual Electronics has been extremely proactive in working with Mosaix to better integrate their outstanding wallboard display technology with the Mosaix Call Management System -- to the clear benefit of our mutual customers. This partnership exemplifies Mosaix's continued efforts to extend our global to better serve our customers needs." About Visual Electronics, Ltd. Visual Electronics, Ltd., formed in 1978, is a provider of total communications solutions to Businesses, Call Centers, Regional Bell Operating Companies and Schools. Visual Electronics developed DIGITAL-FAX in 1984 for Inbound Call Centers. Now call centers that are inbound, outbound or blend use the DIGITAL-FAX Monitor System to provide real time information with unlimited messaging. DIGITAL-FAX improves call center efficiency by empowering the agents and creating a team environment. It allows agents to make better decisions while handling calls, creating a "win-win" situation for the call center and its customers by decreasing hold times, increasing productivity and overall service level performance of individual agents. DIGITAL-FAX is the team's tri-color scoreboard, having the ability to tie multiple sites together for disaster recovery messaging, keeping the staff informed of critical real time issues, promotional information and special reminders. For more information visit Visual Electronics, Ltd. on the Web at http://www.digital-fax.com. About Mosaix, Inc. Headquartered in Redmond, Wash., Mosaix, Inc. is a global provider of software and services that integrate front office and back office activities to automate and optimize an organization's interactions with its customers. These products, which include the Mosaix 5000 predictive dialing and blending platform, Guide call scripting, campaign management, performance management solutions, and the innovative ViewStar customer relationship management, workflow and business process automation applications, span the entire enterprise from the initial customer contact, through internal business processes, and ultimately to the successful conclusion of the transaction. By employing Mosaix's enterprise customer management solutions, companies are leveraging their customer relationships for competitive advantage. The company maintains a global services and support organization and a network of development, co-marketing, and strategic partnerships. For more information, visit Mosaix on the Web at http://www.mosaix.com. Mosaix is a registered trademark of Mosaix, Inc. All other trademarks are the property of their respective owners. Mosaix is proud to be a Microsoft Solution Provider Partner.. Return to newsroom |