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Santa Clara, Calif. PBX maker Siemens Rolm Communications, Inc. this week will announce an enhanced cornputer-telephony link that allows corporate data to play a larger role in call centers' call routing function.
Version 3.0 of CallBridge offers links between its private branch exchange systems' automatic call distribution (ACD) capabilities and host computers or LAN servers supporting call center agents' workstations.
The new version of the yearold CallBridge enables rapidly changing data that could affect call center activity - anything from company sales trends to stock market averages - to be accessed over a LAN or WAN. This information can assist in call routing before a transaction ever hits ACD.
In the...