| |
Davox is Granted a Patent for Agent Work Group Software
Sophisticated Tool for Management of Large Multi-Supervisor Call Centers
WESTFORD, Mass.--(BUSINESS WIRE)--Aug. 12, 1998-- Davox Corporation (NASDAQ:DAVX - news), a leading developer of integrated call center management solutions, announced today that it has been granted a United States patent for software pertaining to the grouping of call center agents for management and reporting purposes.
This work grouping feature of the Unison(R) call center management system has appeal in multi-supervisor call center environments where supervisor responsibilities are limited to a portion of the total agent group.
The technology covered by this patent (Patent Number 5,784,452) allows the workforce, including supervisors, to be organized into independent teams. Work grouping permits supervisors to focus only on their areas of responsibility without their having to manage or work around resources for the entire call center. The technology is designed to promote greater agent productivity by creating a more focused, team-based approach to management.
Work grouping is particularly attractive to large call centers that handle multiple clients and for whom security and confidentiality are critical. Work grouping provides supervisory access to all Unison system features while limiting the supervisor's view of statistics to the performance of only those agents assigned to his or her work groups.
Work grouping allows a supervisor to move agents between specified work groups as well as between individual campaigns to maximize overall team productivity.
All Unison system productivity features and information are readily available to the supervisor including agent assignment to campaigns, alert settings, real time agent statistics and performance monitoring such as agent talk and wrap time, numbers of connects, termination code detail and totals, and report generation.
Davox Corporation is a leading supplier of inbound, outbound, and call-blending solutions for businesses involved in collections, telemarketing, customer service, fund raising and other mission critical customer contact activities. Its Unison family of call center management solutions combines open system, client/server, and relational database technology with sophisticated applications and superior customer support.
In May 1998, Davox acquired AnswerSoft, Inc., a Richardson, Texas based developer of inbound call center software solutions. The merger resulted in AnswerSoft becoming a wholly owned subsidiary of Davox. For further information, please visit the Davox web site at www.davox.com and the AnswerSoft web site at www.answersoft.com.
Davox and Unison are registered trademarks of Davox Corporation. AnswerSoft is a registered trademark of AnswerSoft, Inc.
In addition to historical information contained herein, this release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended, and are subject to the safe harbors created thereby. Davox's and its subsidiaries' (''the Company'') future actual results could differ materially from the forward-looking statements discussed or implied herein because of risks or uncertainties including, but not limited to, the difficulty of integrating the two companies, the potential failure to achieve the beneficial synergies expected to result from the merger of Davox and AnswerSoft, risks associated with competition and competitive pricing pressures, technological change, new product introduction and market acceptance, weakness in international markets, the ability of the Company to attract and retain key personnel, general economic conditions in the United States and worldwide markets served by the Company, and those other factors discussed from time to time in the Company's public reports filed with the Securities and Exchange Commission, such as those discussed under ''Certain Factors That May Affect Future Results'' in the Company's quarterly reports on Form 10-Q and annual report on Form 10-K, and the section entitled ''Risk Factors'' in the Company's recently filed Form S-4.
Contact:
Davox Corporation
Jennifer Cyrs, 978/952-0882
jcyrs@davox.com
or
Capital Relations
Phyllis Grabot, 805/230-8205
phyllis@caprel.com |
|
