** FOR IMMEDIATE RELEASE **
TFB Integrates Mercom Playback Control
at Cobb Energy

September 27th, 2005 - Manhattan Beach, CA
TFB has completed integration of Cobb Energy's Mercom voice logger with the TFB ACD Reports package, providing a single reporting interface for call activity research and recorded call playback. As a major utilities provider in Georgia, Cobb Energy uses two NEAX 2400 ACD's along with multiple TFB applications, to streamline agent interaction, and report and monitor on call center activity. With Mercom playback controls embedded directly in ACD Reports, users avoid having to switch back and forth frequently between reporting and recording tools.

Jay Kenyon, Manager of Communication Systems for Cobb Energy, opted for the integration to streamline the QA process. "For us, it saves time for our QA staff," Jay says, "as I'm looking at the call detail in TFB's report, I can playback what was said with one click, without jumping back and forth between applications."

Kenyon also notes the importance of having complementary reporting detail along with call playback. "As we're listening to the conversation, the call detail page in ACD Reports let's us see everything the caller did prior to reaching an agent. Which touch tone menus did they use? Did they hear their account balance? Did they talk to another agent on the same call? It's all there in the call detail report, and for us that's a big deal."

Cobb uses ACD Reports, TFB's cradle-to-grave reporting package, which provides aggregated reporting across both ACD's, their CTI Server, and IVR. TFB offers extensive cross platform integration expertise between telephony and peripheral systems. TFB also provides integration of Wygant, Higher Ground, and Voice Print call loggers, among others, to the ACD Reports package.

About Cobb Energy
Cobb Energy Management Corporation, located in Marietta, Georgia, is an affiliate of Cobb Electric Membership Corporation. Cobb Energy Management Corporation, incorporated in 1997, is a for-profit entity formed to be an aggregator of services for the membership of Cobb Electric Membership Corporation and others. Cobb Energy has an operating agreement with Cobb EMC to provide labor for all Cobb EMC functions. Cobb Energy Management Corporation is an equity partner in Allied Utility Network. Allied is the first utility network of its kind in the nation featuring equity members from cooperative, public and investor-owned utilities, who bring existing customer bases to the enterprise.

About TFB
Technology for Business Corporation is a leading developer of CTI and IVR solutions for NEC NEAX ACD's. TFB offers Windows-based solutions that are open, scalable, and modular. TFB Packaged and custom applications run on TFB's solutions platforms CTI Server and Media Server, and have been deployed at hundreds of sites across North America, including Cobb-EMC, Japan Airlines, Time-Warner Cable, Investor's Business Daily, Los Angeles County Government, and Tempur-pedic to name just a few. In addition to contact center expertise, TFB offers telephony solutions for banking, healthcare, education, government, hospitality and more. For more information, please visit www.tfbc.com.

TFB's Contact Director is a powerful real-time contact center monitoring application for the NEC NEAX ACD. With unmatched flexibility that let's supervisor and agents design their own data views, set dynamic alarms, and reassign agents and calls with the click of a mouse.

For more information, contact sales@tfbc.com.

Back to Main Press Page>>