Rockwell to introduce full range of services

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Last updated at: (Beijing Time) Monday, January 19, 2004

Rockwell to introduce full range of services

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Rockwell FirstPoint Contact Corp, a global provider of complete call centre and contact centre solutions, vowed to enhance its penetration of the Chinese market by introducing a full range of services.

"We are looking forward to earning recognition here in China," said Rockwell FirstPoint Contact President Terry Murphy.

Rockwell FirstPoint Contact Corporation, a business of Rockwell Automation, provides complete customer interaction solutions supporting a variety of channels including voice, e-mail, online, wireless and VoIP utilizing a unique open interaction infrastructure.

"We will continue to expand and invest in China, as our policy is for the long haul," he said.

According to Murphy, the company is set to unveil a new office in Shanghai this month.

"Meanwhile, we are seeking more partners this year," he said.

The company triggered its penetration into China when it struck a co-operation agreement with Digital China in 2002.

Meanwhile, it also inked a co-operation agreement with Proactive and Beijing Teletrom Company.

Murphy revealed that the company is now in talks with a Shanghai-based Airline, to provide services such as airline ticket booking and information consultation.

"All the details are in the final stage, and we are going to officially announce our co-operation agreement very soon," he said.

"I am here to learn how to better participate in this exciting economy," Murphy said.

"The Chinese technology market is growing very quickly and has become increasingly competitive. This is particularly true in the contact centre industry."

Murphy emphasized that China is a very important region for the company.

To grab more market shares in the Chinese market, Murphy said, it is going to invest to educate the market.

Most call and contact centres in China so far only serve the industry's contact needs.

According to Murphy, the market in North America is a bit more matured, some more sophisticated and personalized solutions are provided there.

"But the Chinese market is catching up very quickly," he said, where he believe business opportunities are abundant.

The company has so far provided a total of 23 solutions in the Chinese market.

Call centres, which have emerged in the Chinese market over the past five years, saw booming development.

International giants such as Avaya have also set their sights on the lucrative market.

"We were satisfied (with our performance) last year, exposing competition and difficulties over the past three years," Murphy said.

The company has a market capitalization of US$42 billion last year.

The rebound of the world economy will also bring tremendous growth in the year ahead, he said.

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