Mosaix Rings Up Call Center Solution

Mosaix (Redmond, WA) has unveiled Viewstar Version 5.0 Call Center Edition customer relationship management software. The product delivers personalized services according to individual customer attributes and history, providing agents with real-time updates on the status of individual accounts. Viewstar Version 5.0 also enables companies to coordinate interactions with customers via the phone, fax, e-mail and the Internet, so that agents can communicate in different ways with customers based on their preferences. "Until now, call center managers have had to deal with different systems for managing various call center assets, including human, software, and hardware resources," said Steve Adams, Mosaix senior VP of marketing. "ViewStar Call Center Edition enables managers to control the business processes in the call center in a single, integrated framework." The Delphi Group

(Boston) says that Viewstar Version 5.0 realizes the promise of integrating workflow with telephony and call center technology that came with the October 1996 merger of DSI and Viewstar. The product announcement highlights two current trends in the workflow market, says Delphi. "The first is the evolution of applications built around a specific core competency, in this case call center automation." The other trend is a new communication-centric breed of workflow, which utilizes correspondence with customers (e.g. fax, E-mail, phone calls), not documents, as the central point of focus.