Networking specialist Rockwell will increase Ericsson's call centre range with a high end platform capable of handling up to 2,400 agents.
Under a strategic alliance the two firms will integrate their respective call centre technologies: Ericsson's MD 110 of combined PBX and call centre platform, with Rockwell's Spectrum automatic call distribution (ACD) system.
Ericsson will also bring mobile communications technology into Rockwell's portfolio. This includes Mobility ACD and Mobility Supervisor which enables mobile and cordless phones to be used in a call centre environment.
"The MD 110 supports an upper limit of 1,000 agents, while Spectrum supports up to 2,400 agents. The integrated product will be aimed at very large call centres," said Lars Irenius, business manager of Ericsson's customer interaction solutions. "We add to Rockwell our PBX technology and enable wireless technology to be used in call centres."
Mobility ACD and Supervisor will be available in the first half of next year.
Rockwell will help Ericsson enter the US market, while Rockwell will piggyback Ericsson into the European and Latin American regions.
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