Rockwell FirstPoint Contact Corp., a provider of complete call and contact center solutions, today announced it is opening a new office in Shanghai, China, to accommodate its developing business in the Chinese call center market.

Rockwell FirstPoint Contact formally committed to building its operations in China in October 2002 with a first office located in Beijing. Rockwell FirstPoint Contact offers companies in China its full product line, including FirstPoint Enterprise, FirstPoint Business Edition, and the enhancement applications–Web Powered Agent, Advanced Intelligent Router and Queue Optimizer. Rockwell FirstPoint Contact Corporation, a business of Rockwell Automation (NYSE: ROK), provides complete customer interaction solutions supporting a variety of channels including voice, e-mail, web, wireless and VoIP utilizing a unique open interaction infrastructure.

According to Datamonitor, the growth potential of the domestic Chinese call center market is immense and will certainly trigger corresponding demand for outsourced call center facilities. Nevertheless, China is a country not known for customer service. The growth of the Chinese call center market will be attended by an increase in demand for higher quality customer care. The Datamonitor report adds, the Chinese call center will grow at a compounded annual growth rate (CAGR) of 23.7 percent. In particular, there will be a percentage growth spike in 2004, mostly due to the impact of rapid growth in a relatively small market. This growth will level out at over 20 percent annually through 2008.


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