Fujitsu Call Center System Enhances Routing, Queuing; New Features Improve Ease of Use, Call Control

Business Wire, August 31, 1999

CHICAGO--(BUSINESS WIRE)--Aug. 31, 1999--

Fujitsu Business Communication Systems, Inc., announced today major enhancements to its popular IntelliCenter(R) call center system.

The new IntelliCenter 3.0 system includes advanced features that improve its ease of use while harnessing the reliability of Fujitsu's powerful F9600(R) PBX system that customers have come to expect.

At the forefront of these key enhancements is the addition of dynamic routing, which enables IntelliCenter users to create a sequence of call routing instructions that adjusts instantaneously to changing call center conditions. Access to all real-time data, for example, the average wait time of calls in a queue, or the number of available agents in a group, can be used to control the next instruction or routing destination of the call.

"Release 3.0 of our IntelliCenter system builds upon the already strong foundation with added flexibility and user-friendly features that drive the efficiency and productivity of the call center," said Mary Ellen Signorelli, director, Call Center Solutions, for Fujitsu Business Communication Systems. "With dynamic routing, call centers automatically react to critical situations, with little or no involvement from the call center manager."

Call centers can also manipulate the calls in a queue using Fujitsu's IntelliCenter 3.0 system. The new IntelliCenter system includes the optional Fujitsu IntelliAgent(R) call center agent application program, which brings a comprehensive set of agent productivity tools to the desktop. The dynamic queue control feature allows IntelliCenter and IntelliAgent users to view and select calls from a pull-down menu and rearrange the order of importance or remove calls from the queue. Calls can be identified by DNIS (dialed number identification service), ANI (automatic number identification), pilot number, trunk number, transfer number, and IVR (interactive voice response) caller-entered digits.

Another major enhancement included in the IntelliCenter 3.0 system is call tracking, a reporting function that improves the ability to analyze calls moving through the system. It provides full cradle-to-grave call event monitoring. All events and agent activities relative to the call are tracked. A set of reports with filtering and optional custom capabilities gives users the ultimate flexibility in determining how to integrate the information into their business operation.

"By making our IntelliCenter product extremely easy to use, Fujitsu has revolutionized how call centers are managed today," Signorelli said. "We looked at what our customers wanted and figured a way to address that within our product without making the system cumbersome or difficult to use. Now our customers can get more out of their call center system with much less effort."

The IntelliCenter 3.0 system takes advantage of the Windows NT operating system and an SQL database server, and is extensible into a range of customer environments. IntelliCenter 3.0 is priced aggressively for the small- to mid-size call center. General availability is expected in the fourth quarter.

Fujitsu Business Communication Systems, Inc. provides Worry Free(SM) Communications for the e-world, helping enterprises optimize communications with their customers, employees, and suppliers. Headquartered in Anaheim, Calif., Fujitsu Business Communication Systems is the North American business information technology unit of Fujitsu Limited (TSE:6702), a leading provider of comprehensive information technology and networking solutions for the global marketplace with revenues of $43.3 billion in the fiscal year ended March 31, 1999. Combining solutions-oriented technology with a nationwide service and support network, Fujitsu is dedicated to continuing its 60-year tradition of quality products and a commitment to excellence. Fujitsu Business Communication Systems, an ISO 9001 certified company, can be reached on the World Wide Web at www.fbcs.fujitsu.com or call 800/553-3263.

IntelliAgent(R), IntelliCenter(R), and F9600(R) are registered trademarks of Fujitsu Business Communication Systems, Inc. Worry Free(SM) is a service mark of Fujitsu Business Communication Systems, Inc.