TMCnet News
New Century Mortgage Combines Concerto Software's EnsemblePro with Centergistic Solutions' AgentView Enterprise for Maximized Performance in its California Contact Center IRVINE, Calif. --(Business Wire)-- June 7, 2004 -- New Century Mortgage, a wholly-owned subsidiary of New Century Financial Corporation (Nasdaq: NCEN), has just completed installation of the Concerto Software EnsemblePro(TM) unified contact center solution and the AgentView(R) Enterprise real-time performance management system from Centergistic Solutions.The 150-seat contact center is a blended inbound/outbound environment and handles transactions concerning collections as well as general customer service inquiries. The staff of 15 supervisors oversees the workforce planning, scheduling and day-to-day operations. EnsemblePro includes all of the functionality necessary to run a truly unified, multimedia contact center, including ACD, predictive dialing, IVR, email, Web chat and collaboration, universal queuing, recording, reporting and more. The AgentView Enterprise system includes the AgentLink(R) desktop metric-based alerts for agents, and a 4-line wallboard display for posting critical statistics to both employees and supervisors. The two systems were installed simultaneously to work seamlessly together in operations and performance management. EnsemblePro will integrate the various call flow and routing components and the AgentView system will gauge, in real-time, how effectively the workforce handles their multichannel interactions. "We are very pleased with how well Concerto Software and Centergistic Solutions have worked together to bring this project to completion in a quality manner," said Eric Haines, senior vice president, New Century Mortgage. "We are already beginning to realize the benefits of combining superior call handling and customer interaction technology with performance management. Additionally, the combination of Concerto Software and Centergistic Solutions allows us to meet the requirements of the major rating agencies, providing New Century with even more opportunities for growth," added Haines. "The combined functionality of Concerto Software's EnsemblePro and visibility of real-time performance metrics from our AgentView system is an excellent example of two organizations working together to bring information to the individuals who are able to act upon it and maximize productivity," said Ram Iyer, Centergistic Vice President of Technology and Product Management. "We look forward to being part of Concerto Software's and New Century's commitment to put sophisticated and powerful real-time metrics in front of their workforce." About New Century New Century Financial Corporation is one of the nation's largest mortgage finance companies, providing first and second mortgage products to borrowers nationwide through its operating subsidiaries. New Century is committed to serving the communities in which it operates with fair and responsible lending practices. To find out more about New Century, visit www.ncen.com. About Centergistic Solutions Centergistic Solutions provides integrated real time and historical analytics and professional services for multi-media contact centers and general businesses, throughout the world. Its flagship products, AgentView(R) Enterprise and AgentView(R) Enterprise Performance Management (EPM) are award-winning integrated real time and historical analytics systems currently installed in thousands of contact centers worldwide. Centergistic is headquartered in Orange, California, with offices throughout the U.S. as well as international distribution. For more details on the information contained in this release or Centergistic Solutions and its line of products and services, contact Susan Saldibar, Vice President, Marketing. All Centergistic products can be viewed on the corporate website at www.centergistic.com. AgentView and AgentLink are registered trademarks of Centergistic Solutions, all rights reserved. All other products mentioned herein are trademarks of their respective companies; including Concerto Software and EnsemblePro, which are trademarks of Concerto Software, Inc. |
