AT&T Labs & Com21 Showcase Work-at-Home Service Using Voice over Cable; Business Market Offers Potential New Customer Base and Revenue Stream
Business Wire - June 14, 1999 13:15
CHICAGO--(BUSINESS WIRE)--June 14, 1999--Presenting a new market opportunity for cable operators, Com21 (Nasdaq:CMTO) and AT&T Labs will demonstrate a virtual call center solution over broadband cable systems at the National Cable Television Association's Cable '99 show at booth no. 3912, McCormick Place Convention Center this week.
Using the new Com21 Enterprise Telephony Solution and AT&T Labs' Wide Area Internet Sales Link(SM) or WISL service, cable operators can offer businesses a high-speed virtual private network (VPN) where call center employees can work from home with all of the features and functionality of being in the office. Call routing is handled within AT&T's network and the ComPORT(R)cable modem from Com21 provides cable access for both high-quality voice and high-speed data traffic.
"This technology opens a whole new market for cable operators to sell integrated, toll-quality voice bundled with high-speed data services to companies that provide remote access to their employees living in the cable operator's service area," said Peter Fenner, president and CEO of Com21. "Although we are demonstrating a trial service for the call center industry, the basic elements of this technology will soon enable employees everywhere to telecommute from remote locations."
The Com21 demonstration is the first high-speed broadband application of WISL service using the cable infrastructure. The Com21 Enterprise Telephony Solution provides a two-port plug-in module, called a Telephony Application Interface Module (T-AIM 200), to the existing ComPORT 1000 cable modem. This speeds service deployment and enables upgrades to the installed base of Com21 cable modems.
"WISL service is targeted towards businesses trying to control the growth of their call centers by supplementing them with remote workers," said Roy Weber, AT&T Labs vice president of Intelligent Network Services Research. "Instead of investing in new building construction and specialized facilities that require customized data lines and equipment, this technology overcomes the brick-and-mortar limitations to create virtual call centers run by agents with standard personal computers in their own homes, satellite offices or other remote locations."
Unlike current PBX extender-card technology, WISL service is a cost-saving alternative that will eliminate expenses for leased lines, modems, and equipment. This service leverages the ubiquitous nature of the Internet so call center companies have real-time flexibility to add employees, or even an entire call center, from practically any location in the world to meet shifting, seasonal and unexpected call patterns.
AT&T Labs' virtual call center technology has been in field trials for more than six months using standard phone lines. These trials showed that the Internet could support all the data signaling functions for call center agents to work from home. An Internet link delivers the data files and performs call control functions including screen pops, agent/supervisor chat, screen capture, etc.
Security is built into the service via AT&T Labs' common IP platform, which handles authentication, information secrecy and integrity, certificate management, access control, usage recording, active user registry and protocol mediation. AT&T Labs is developing a framework for easy integration and creation of next-generation IP and multimedia applications.
WISL service provides call center agents and supervisors with the same functionality they have in the office. Call center supervisors can listen, watch and interact with calls from anywhere. A graphic user interface that emulates a call center telephone simplifies training. In fact, trials showed training time was 75 percent less than originally anticipated. The trials also showed that worker efficiency was better than expected. For employees, WISL service frees them from the daily commute and makes it easy for them to work split shifts when necessary.
About Com21, Inc.
Com21, Inc., is a leading global provider of system solutions for the broadband access market. The Company's DOCSIS-compliant and ATM-based products enable cable operators and service providers with the abilities to deliver high-speed, cost-effective Internet and telephony applications to corporate telecommuters, small businesses, home offices and residential users.
Com21 is ranked No. 1 in Europe according to a 1998 survey by Ryan Hankin Kent, and was named the third largest supplier of cable modem technology worldwide with 126,000 modems shipped through March 31, 1999. The rankings were based on independent market research studies conducted by: GartnerGroup's Dataquest (1H'98), The Dell'Oro Group, and Cahners In-Stat Research Group. Com21 ComPORT(R) cable modems are commercially deployed worldwide with over 9.8 million households.
Founded in 1992, Com21 stock is publicly traded on Nasdaq under the symbol CMTO. The ISO 9001 certified company is headquartered in Milpitas, Calif., and maintains domestic and international sales and support locations in the United States and Canada, Europe, Asia, Latin America. For more information, visit Com21's web site @ www.com21.com.
About AT&T Labs
AT&T Labs, the research and development unit of AT&T, is working to create the information services and communications network of tomorrow. AT&T Labs is a leader in the development of technologies and standards for audio, speech, video and image compression; electronic commerce and digital copyright management; search and directory services; speech processing and coding of all sorts; network architecture, design, engineering and operations; and other areas critical to the advancement of new broadband communications and Internet offerings.
Safe Harbor Act Clause
This press release contains forward-looking information within the meaning of Section 27A of the Securities Act of 1933 and Section21E of the Securities Exchange Act of 1934, and is subject to the safe harbors created by those sections. These forward-looking statements include statements related to: the ability of Com21's new Enterprise Telephony Solution to continue to meet marketing, technology and customer demands. Actual results may differ materially due to a number of factors, including numerous technological, operational and financial challenges associated with deploying, manufacturing, marketing distributing and servicing broadband products. Additionally, these forward-looking statements also include statements relating to financial and market performance as discussed within the press release. The matters discussed in this press release also involve risks and uncertainties concerning Com21's products and services described in Com21's filings with the Securities and Exchange Commission (SEC). In particular see the risk factors described in the Company's Form 10K for the fiscal year ended December 31, 1998, and Form 10Q for the fiscal year ended March 31, 1999. Com21 assumes no obligation to update the forward-looking information contained in this press release.
Note to Editors: Com21, Inc.(R), ComPORT(R), Enterprise Telephony Solution are registered trademarks or trademarks of Com21, Inc., Milpitas, California, U.S.A.
CONTACT: Com21
Mia Bradway, 408/953-9787 (Pager: 888/214-5165)
mbradway@com21.com
or
AT&T Labs
Michael Dickman, 973/360-8133 (Pager: 888/762-9190)
michaeldickman@att.com
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