Rob Browne This is Me

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1. 1. Press Release

   www.didata.com/news/news_pr628 - [Cached]

   Published on: 10/31/2004   Last Visited: 10/31/2004

   Rob Browne, Ericsson business development manager at Dimension Data, says that in today's world of multiple communications channels, the role of the traditional call centre needs rethinking.
   ...
   They could be anywhere in the office - or even working from home, if that's what suits them best - and have access to all the call centre functionality of Solidus eCare via a fixed-line phone or a mobile terminal," Browne explains.
   ...
   All contacts can be assisted by the Knowledge Base - a dynamic body of questions and answers which can help agents deal with callers, as well as generate automated responses to e-mails and Web contacts," Browne concludes.
   
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2. 2. Press Release

   www.i-bridge.com/news/news_pr6 - [Cached]

   Published on: 12/27/2001   Last Visited: 9/20/2002

   Rob Browne, Ericsson business development manager at Dimension Data, says that in today's world of multiple communications channels, the role of the traditional call centre needs rethinking. The traditional call centres need to evolve into full multimedia contact centres.
   
   "Call centres have to take their place alongside all the new communications media – and integrate with them. Solidus eCare is a major step towards Ericsson's vision of offering anytime, anywhere, mobile contact centre. It's a solution which fully integrates different communications media – phone calls, faxes, e-mails, websites and chat sessions – to ensure unmatched customer service," he adds.
   
   ...
   They could be anywhere in the office – or even working from home, if that's what suits them best – and have access to all the call centre functionality of Solidus eCare via a fixed-line phone or a mobile terminal," Browne explains.
   
   A powerful interactive voice response (IVR) system which can access the company database, coupled with voice recognition and text-to-speech capabilities are available to support automated information services, eliminating the drudgery of repetitive tasks for call centre agents.
   
   "Yet when an incoming call does need to be handled by an agent, all the relevant information is instantly on hand, so there's no need for the agent to go through the tedious process of establishing who the caller is and why he or she is calling.
   
   "And skills-based routing matches each incoming contact – whether it comes in the form of a telephone call, an e-mail, an Internet chat dialogue or a ‘call me' request from the company website – with an agent who has the right skills to deal with the query.
   
   ...
   All contacts can be assisted by the Knowledge Base – a dynamic body of questions and answers which can help agents deal with callers, as well as generate automated responses to e-mails and Web contacts," Browne concludes.
   
   > View Full Press Release List
   
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3. 3. KABISSA-FAHAMU NEWSLETTER - Sharing Information

   www.kabissa.org/kfn/newsletter - [Cached]

   Published on: 4/2/2001   Last Visited: 6/25/2001

   Rob Browne , Ericsson business development manager at Dimension Data Interactive Communications , says Ericsson has developed a new version of its Solidus eCare offering. [ 27 March 2001 ]. [ http : //www.itweb.co.za/sections/computing/2001/01032707
   10.asp ]
   
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   ---------------- * * CA unveils plans for CA World 2001. --------------------------------------------------
   ---------------- Computer Associates International ( CA ) says its CA World 2001 e-business conference and exhibition in Florida from 8 to 12 July will feature a keynote address by its president and CEO , Sanjay Kumar. [ 27 March 2001 ].