Just when resellers were getting used to chalking up large integration and consultation hours, Compaq, Rockwell and Intel have got together to bundle a voice/data convergent contact management suite.
The hardware, software and infrastructure product comes in a self-contained rack which, according to Roy Brady, manager, enterprise solutions marketing for Compaq Australia, can be "rolled in" and integrated with a company's PABX system, or with pre-configuration replace the need for one, in only a few days.
Targeted at call centres, dot-com companies or any company into e-business, the i.Centricity contains all the components required by a contact centre including telephone, fax, e-mail, Internet, text-chat, voice-over IP and video connectivity, the company claimed.
It interfaces incoming communication with any existing information stored in a back-office ERP or CRM database.
The bundled package has been designed with Australian companies in mind, claims Brady, with most contact management systems designing in Europe and the US, where call centres are generally far bigger.
"The difference between the Australian market and overseas ones is one of scale basically. I mean, 92 per cent of call centres have less than 50 seats," Brady said.
Despite the commodity-sell nature of the product, Brady is confident i.Centricity will open new markets for resellers looking to avoid complex migrations of existing piece technology, while allowing them to sink their teeth into the SME and larger enterprise markets respectively.
Scalable from 6-150 seats, the customer contact rack will sell between $200,000 and $500,000 depending on the level of preconfiguration and number of seats involved.