Rockwell rolls into SME contact centre market

Rockwell rolls into SME contact centre market

After re-branding itself Rockwell FirstPoint Contact in February, the company formerly known as Rockwell Electronic Commerce has set its sights on the SME contact centre market with a new product called FirstPoint Business Edition.

Rockwell has earmarked the SME space as a major growth hotspot in Australia and has released FirstPoint Business Edition based on one of its traditional enterprise offerings, Transcend.

The product is designed to provide small and medium contact centres, ideally between 25-50 seats, with the same features and functionality as thousand-seat contact centres but at a fraction of the cost and complexity, according to Gerry Tucker, Asia Pacific general manager. The product scales to handle a 160-seat contact centre.

FirstPoint Business Edition is described as an "out of the box" product for smaller contact centres. Tucker claims channel companies will be able to deploy the product much quicker than competing contact centre suites, enabling them to focus on value-added services rather than complex integration problems.

Rockwell can also pre-configure the software and routing options prior to shipping, added Tucker.

The product features multi-channel management of voice, e-mail, fax and Web contacts, and is priced 30 per cent lower than existing enterprise contact centre applications, according to a company statement.

Rockwell is confident an SME offering will strike a cord with companies deploying small contact centres. Of the 4000-odd call centres in Australia, "only 38 per cent have more than 50 seats, which means that the bulk of the market is in the small to medium category," said Martin Conboy, principal analyst at

FirstPoint Business Edition is priced $US1652 per seat.

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