NU Online News Service, May 28, 2003, 4:37 p.m. EDT – EAssist Global Solutions Inc., San Diego, and Melita International Inc., Norcross, Ga., say they have agreed to work together to ensure the compatibility of the contact-center products that they develop in the future.
The companies will integrate Conversations, a contact-center system from Melita, with eAssist’s eAssist Solution Suite. Combining the products will give customers the ability to manage inbound and outbound communications from a single desktop, eAssist says.
Supervisors who use the systems together will be able to track whether contact-center workers have the ability to handle more telephone calls, electronic mail messages or other communications. The integrated monitoring capability should reduce worker downtime and increase productivity, eAssist says.
EAssist also plans to combine its eAssist NetAgent Suite and its eAssist Solution Suite with Melita’s SoftMetric solution, a system for monitoring business activity and analyzing performance.
Melita, a developer of call-center systems, has agreed to sell the eAssist NetAgent Suite along with its own products, to help customers that need to manage inquiries received through electronic mail, Web chat services and other Internet-based services as well as through the telephone.