Routing Analyzer Helps Determine the Most Effective Scheduling and Routing

23 June 1999

Skills-Based Routing Analyzer Helps Determine the Most Effective Scheduling and Routing Strategies

    PITTSBURGH--June 22, 1999--Systems Modeling has added a new feature to its Arena(R) Call Center Edition (formerly Call$im(R)). The new Skills-Based Routing Analyzer gives call center analysts and consultants the ability to better define, manage, and experiment with call center agent staffing, call types, and skill priorities through a Microsoft(R) Excel(R)-based, skills-based routing analyzer. Arena Call Center Edition is simulation software used to create a simulation model, or computerized version, of an actual or proposed call center system.
    "More and more call centers are investigating the effectiveness of skills-based routing technology in their call management process," says Vivek Bapat, Product Marketing Manager for Arena Simulation Products. He adds, "Improper implementation of skills-based routing can often have disastrous implications on customer service, can cause expensive mistakes, and result in lost customers. Arena Call Center Edition's discrete event simulation technology enables key decision-makers to choose the most effective skills-based routing strategy by experimenting with and running proposed implementations in a simulation model, instead of during actual interactions with customers."
    The Skills-Based Routing Analyzer can be configured to capture the exact representation of the Automatic Call Distributor (ACD) in use, such as those provided by Lucent Technologies or Nortel Networks.
    Arena Call Center Edition is primarily used by call center analysts, consulting groups, process improvement teams, and call center educational institutions in a variety of industries worldwide. Arena Call Center Edition runs on Microsoft Windows(R) NT(R) and Windows 95(R), and uses Active X(R) technology and Visual Basic(R) for Applications (VBA) for data integration.
    Organizations such as Andersen Consulting, Ernst and Young, PricewaterhouseCoopers, Lucent Technologies, AT&T Call Center Solutions, Bank of America, Oracle, United Parcel Service, Duke Power, Southwestern Bell, Federal Express, First USA, and many others use Arena Call Center Edition today.
    Arena Call Center Edition was designed by Systems Modeling in partnership with Onward, an operations management consulting firm based in Mountain View, CA that specializes in call centers.
    For more information about Arena Call Center Edition, visit Systems Modeling's web site at www.sm.com, call 412-741-3727, or send email to vbapat@sm.com.

    About Systems Modeling Corporation

    Systems Modeling Corporation is a global leader in providing simulation tools, production scheduling tools, and simulation-based solutions to organizations. Founded in 1982, Systems Modeling has licensed more than 5,000 copies of its software products worldwide. In addition, Systems Modeling offers professional consulting services and training to ensure its customers' success with simulation and scheduling technology.
    Headquartered near Pittsburgh, PA, USA, Systems Modeling is supported by an expansive network of global partners.
    Arena is a registered trademark of Systems Modeling Corporation. Other brands and products mentioned herein are trademarks or registered trademarks of their respective manufacturers.