[October 9, 2001]

Agital Announces XML Adapter For Avaya's Predictive Dialing System

Agital, Inc. announced the availability of the Agital Adapter for the Mosaix Predictive Dialing System from Avaya (Avaya PDS). This XML adapter connects the Avaya PDS Event Services interface to the Agital Space resulting in increased customer options for aggregated reporting across multiple dialers, decoupled application integration, and multi-system campaign monitoring.

The Agital Solution Development System (Agital SDS) is a fast, flexible and easy-to-use XML integration broker that allows customers to connect and transform XML data from different applications, services and devices. Key to the Agital Solution is a new patent-pending process developed by Agital called Data Conditioning, which combines XML transformation with content-based routing. The entire solution provides secure, scalable, real-time integration of critical business information. By bringing cost-effective XML integration options and adapters to the call center, Agital is able to add value to already robust technologies and improve overall effectiveness and efficiency in the day-to-day management of call centers.

"With the release of this adapter we continue to build on our expertise in the call center market," said Agital CEO Kim Mackay. "By using XML to expose select functionality from the Mosaix Predictive Dialing System we are able to help customers realize more value from their existing call center infrastructure. We intend to extend our value to customers in the call center market by integrating additional technologies, creating strong alliances, and working directly with both customers and call center technology vendors to create real-world eBusiness solutions."

Agital independently developed the Agital Adapter for the Avaya PDS to demonstrate the extensibility of the Agital Solution and the suitability of an XML integration broker for tying together highly refined, extremely complex, mission-critical systems like the Avaya PDS. From the Avaya Event Services interface the Agital Adapter exposes real-time Agent Events, Job Events, Call Events, and can collect accumulated reports sent at designated intervals. The Adapter will then convert the PDS Event data into an XML format and deliver it to the Agital Space. Every Client connected to the Agital Space can then receive the newly conditioned data. With the Agital Adapter customers may choose to:

• Mask the complexities of CORBA and receive messages from the Avaya PDS as XML without having to hire or train a CORBA developer. The Avaya Adapter handles the CORBA callbacks and provides a simple API to receive the XML messages produced by the Agital Adapter. No CORBA learning curve.
• Easily add, integrate and trigger call center events and applications based on updates from the Avaya PDS. Add new functionality to the call center without hard-coding into an existing application or using CORBA to connect to the Avaya PDS. With the Agital Adapter, all events are sent to the Agital Solution Development System. Every application or service connected to that system can receive a simultaneous trigger. There is no need to alter existing code or create new code.
• Efficiently monitor multiple dialing systems as they process Jobs. This allows contact centers to maximize their resources by analyzing their data in real-time.
• Consolidate reporting by aggregating real-time status updates of agents, calls, and jobs into XML messages that can be delivered as Verbose XML, Raw XML, HTML, and more.
• Generate historical reports by compiling Avaya PDS status updates over time for hourly/daily XML status reports that can be transformed into any XML format using XSL transformations. For example information from multiple dialers could be transformed into an HTML page for continual monitoring and compared against a historical average.

The Agital Adapter for the Avaya PDS requires an installed and operational version of the Agital Solution Development System version 1.5. The Adapter integrates with the Avaya Predictive Dialing System version 11.0.

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