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Datapoint Partners with Attachmate to Enhance Contact Center Operations

July 15, 2009

A channel partnership has been established between Attachmate Corporation and Datapoint, a systems integrator for enterprise and call center communications.
 
Attachmate’s integration and legacy system, Verastream is expected to complement Datapoint’s existing products and services to provide a complete contact center solution.

This partnership was launched in part due to Attachmate’s legacy customer service data integration solution that can address the problems that arise with continued mainframe use. Datapoint recognized that the Verastream suite of products can speed up the re-use of legacy applications in service-oriented architectures, which continue to be a key challenge in the contact center sector.

Don Scott, U.K. sales and marketing director at Datapoint, said in a statement: "There are significant benefits that Attachmate delivers in providing a fast and cost-effective solution for real-time integration of legacy functionality into current customer service applications. On average, this can help contact centre agents access huge volumes of legacy data 30 percent faster, to support customers."

As a number of contact centers continue to use mainframes, they deal with lengthened call times as accessing data through the ‘green screen’ applications can be time-consuming, putting greater demands on staff training times. It can also lead to poorer customer service.

Scott added, "With Attachmate we have the right delivery platform for our customers. We each bring different, but complementary, skills to this relationship and share the same approach and vision to strive for the highest levels of customer satisfaction." 

With Attachmate’s technology, customers can access and re-use valuable data that is residing on the mainframe and repurpose it. This allows employees to carry out everyday tasks effectively and efficiently to improve user productivity and customer services, while reducing costs and the need for training at the same time.

Ian McKay, regional general manager at Attachmate, said: "We're delighted to welcome Datapoint as an Attachmate channel partner because of their commitment to providing high-quality systems integration for their customers. There are growing opportunities in the contact centre sector and I look forward to working with them and being part of their efforts to continue to meet the high standards which their customers have come to expect of them."

Attachmate announced in May a new multiplatform X server that would connect remote Windows UNIX, Linux and Mac desktop users to graphical UNIX-based applications. Such innovations help to deliver better value to Attachmate customers. As the company continues to demonstrate its ability to improve operations in the call center industry, Attachmate should expect to enjoy greater demand for its applications.  

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Tim Gray

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