Attachmate, Mircrosoft And Yankee Group Explore Maximizing Mainframe Use In Contact Center Environments

Attachmate Corporation recently announced that it, along with Microsoft and Yankee Group analyst Sheryl Kingstone, will take part in a webcast that will offer expert insight into the business solutions available to contact centers through the Microsoft Customer Care Framework (CCF) and unified desktop.

The webcast will take place on Wednesday, March 26 at 2:00 p.m. Eastern/11:00 a.m. Pacific. To participate, visit www.attachmate.com/info/CCF+Webcast/bridge.htm.

This will be one of two jointly produced webcasts that will explore how contact center-centric organizations can maximize agent productivity and leverage their existing line-of-business applications within a single framework.

Many contact centers suffer from extensive delays in compiling customer information and expediting calls because agents are interacting with five to ten different applications. A unified desktop solution, based on Microsoft Windows, can help contact centers integrate their mainframe assets to allow users to examine information collected in a single customer view. This permits contact center IT management to quickly identify and correct problem areas.

Kingstone, director of Yankee Group's Enterprise Research group with an expertise in customer-centric strategies, will participate in the discussion to offer insight into specific tactics that can be used to improve contact centers' sales effectiveness and customer loyalty. Specifically, Kingstone will address how contact centers can utilize a non-invasive approach to providing composite views of information and automating processes across several applications in order to boost sales and optimize top-line business performance.

"Contact centers remain focused on improving workflow and productivity while also driving enhanced customer service," said Kingstone. "This webcast will provide good information on techniques and tools contact centers can consider for their organization."

"Attachmate is proud to be part of this virtual discussion with Microsoft, Yankee Group and those in the contact center industry," said Tom Bice, director of product marketing at Attachmate. "This discussion of various pain-points and solutions will provide participants with new ideas on maximizing contact center productivity."

For over 25 years, Attachmate has developed industry-leading products that are installed on over 16 million systems worldwide. Attachmate's entire range of solutions are backed by an award-winning team of highly trained and tenured service professionals who possess, on average, more than nine years of experience supporting Attachmate products. Organizations are switching to Attachmate and are realizing management, productivity and cost benefits in the process.

About Attachmate
Attachmate, owned by an investment group led by Francisco Partners, Golden Gate Capital and Thoma Cressey Bravo, enables IT organizations to extend mission critical services and assure they are managed, secure and compliant. Attachmate's leading solutions include host connectivity, systems and security management, and PC lifecycle management. Our goal is to empower IT organizations to deliver trusted applications, manage service levels, and ensure compliance by leveraging knowledge, automation and secured connectivity. For more information, visit www.attachmate.com.

SOURCE: Attachmate Corporation