Just when resellers where getting used to chalking up large integration and consultation hours, Compaq, Rockwell and Intel have got together to bundle a voice and data convergence 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 or e-business companies, the i.Centricity suite contains all the components required by a contact centre including telephone, fax, e-mail, Internet, text-chat, voice-over IP and video connectivity.
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, Brady said. Most contact management systems are designed in Europe and the US where call centres are generally far bigger.
"The difference between the Australian market and overseas is basically one of scale, [considering that] 92 per cent of call centres [in Australia] 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 AUS$200,000 and $500,000 depending on the level of preconfiguration and number of seats involved.