Attempting to secure an unrivalled position in the automated call distributor (ACD) market, network integrator Com Tech Communications has formed an alliance with Rockwell Electronic Commerce and Compaq Australia to provide call centre solutions.
"Com Tech has been involved in the call centre arena for a number of years and is delighted to be involved in the venture," said Com Tech's technical director Nathan Cher. "The agreement results in the joining of three powerful companies and through it we hope to become the premier call centre integrator in Australia."
The agreement will see Rockwell provide its Rockwell Transcend call centre product - a PC-based platform which integrates an organisation's telecommunications with its IT infrastructure. Compaq is providing server platforms and PCs, while Com Tech provides sales, system integration, support and training.
A joint marketing effort by the three organisations will provide promotion and education of the product in the marketplace.
Kathy Cianciolo, Rockwell's marketing manager, told ARN the agreement was the result of a "mutual approach" by the organisations who "recognised the synergy of the three companies".
According to Cher, the product is "a different category" of call centre technology, which provides Com Tech with "unique positioning" within the ACD market. "Transcend offers full-strength Rockwell ACD capabilities, ported to an open NT Pentium-based system," he said.
"Through the alliance, Rockwell aims to become the de facto technology provider for call centre systems in the country," said David Paddon, Rockwell's Asia-Pacific general manager.
Richard Neale, Nortell Networks' director of marketing for enterprise solutions, regards the alliance as an "interesting development" which may lend expertise to a "specialised IT&T area".
"There are significant opportunities, particu-larly for integrators," says Neale, forecasting bullish growth in the call centre and ADC market. "Integrators have to get right inside the company, tailoring the product to suit the customer."