| Featured Customers: |
LUCENT AND IONTAS LTD ANNOUNCE OEM AGREEMENT FOR ClientCare®
HOSTED CONTACT CENTER SOLUTIONS
Austin, Texas and Donegal, Ireland - January 28th 2003
PHOENIX -Lucent Technologies (NYSE: LU), and Iontas Limited, a leading provider of enterprise resource-management software, announced today they have entered into a global OEM partnership for network-based contact centers. Under terms of the agreement, the Agent Focus technology from Iontas will form an integral part of the Agent Observe feature set within the ClientCare® Contact Center solution from Lucent.
ClientCare® Contact Center is a fully featured, integrated inbound, outbound, multi-media ACD and web and VoIP solution that leverages the existing switching capabilities of the PSTN. Its feature set is the equivalent to the most advanced products available in the marketplace. It also transparently supports multiple sites over the Wide Area Network. Since ClientCare is designed to act as a host for multiple businesses and unlimited locations, the platform can be centrally managed and still provide ubiquitous service to each business unit no matter where they are located. Additionally, since ClientCare leverages the PSTN, it is an ideal platform for supporting an ever-changing environment as a result of mergers, acquisitions, and divestitures.
The Iontas Agent Focus technology allows contact center agents and managers to understand the use of desktop and server computing within the contact center. This information, used in conjunction with telephony data, provides the most complete picture of contact center activity currently available.
"Our goal is to have the ClientCare Agent Observe product set as the most comprehensive quality and performance management system in the industry. There are two major tools in the contact center - the phone and the PC. By using Agent Focus technology at its base, Agent Observe will provide contact centers with complete information on how critical tasks are completed," said Bill Curtis, vice president of ClientCare product management at Lucent Technologies.
Martin McCreesh, Iontas Chief Technology Officer, said, "We are very pleased to be working with a recognized leader in the provision of network-based contact centers. The use of desktop and server-based applications are fundamental to the success of modern contact centers. Our relationship with Lucent will allow ClientCare end users to understand and control the impact that these applications have on the efficiency and quality of their operations."
About Lucent
Lucent Technologies offers our customers advanced network-based solutions that incorporate circuit and packet switching technology, voice-over-Internet protocol (VoIP) technology and contact center solutions. The Phoenix-based company develops end-user applications that optimize cost savings while maximizing revenue opportunities for customers. Lucent also provides a full range of enhanced services, including installation, engineering, RF wireless, consulting, project management, technical support, data integration and contact center professional services to help customers manage their networks from beginning to end. Additional information can be found on the company's web site at www.lucent.com.
About Iontas Ltd
Iontas Limited is an innovative provider of people and enterprise resource management software solutions for today's technology-driven age. Through its comprehensive development program and partner alliances, Iontas delivers a suite of integrated management tools that monitor contact center activity and the use and deployment of PC systems, Internet and email systems. Based in Donegal, Ireland with U.S. headquarters in Austin, Texas, Iontas management products have been widely adopted by leading clients including British Telecom Ignite, Conduit Europe and Stream International. For more information on Iontas visit: www.iontas.com.
