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.