Rockwell & TCS

[Richard]

Hi there. Here at the contact centre I am working in we are running a Rockwell ACD and TCS for scheduling purposes. I have just completed a business case for the implementation of further TCS modules being RTA and AP.

I have had some opposition to this from the IT people in the business as they claim that Commander (the Rockwell "real time" interface) and RTA would be a duplication.

I totally disagree with this assumption as they do actually perform 2 different tasks. What I am looking for is if there are any other sites in the states who are running both Rockwell and the TCS RTA product who I can have a conference call with to try to explain to our IT people why this is not a duplication but a necessity for the benefit of the business.

Any assistance in this matter would be most appreciated.

Thanks

Richard

[Shawn Livengood]

Hi Richard.

We are running Rockwell Spectrum ACD's along with Aspect's eWorkforce Management, and chose to not implement RTA. There is a free module available within eWFM called Spectrum Schedule Download. You have to be running Call Center Commander to have this module work. Basically, it integrates real time schedule adherence (based on eWFM's official schedule data) into 3CS' agent views.

We are also running non Rockwell sites and have implemented RTA in those facilities (used in conjunction with the ACD real time views), and I've got to tell you, if I could extend the Call Center Commander views to those sites, I'd do it in a heartbeat. The inefficiency of having to look at multiple programs to get the total picture of the floor alone is enough to warrant that statement, not to mention how much more difficult RTA is to understand for a front-line supervisor.

If you'd like to discuss, please feel free to drop me an e mail.