Rockwell Sells Call Center System to Continental Airlines

May 17, 1996

  Downers Grove, ILL. -- Rockwell, the company who invented and patented the
first digital automatic call distributor (ACD) over two decades ago,
announced the sale of a networked call center system to its first customer,
Continental Airlines. The sale of a Rockwell Galaxy ACD to Continental in
1973 was actually the beginning of the call center industry.

  The Switching Systems Division, originally part of the Collins Radio Co. at
the time of the initial sale, is replacing the world's first ACD reservations
center with a Spectrum ACD and supporting information systems for
Continental's current reservations system located across four states.

  "This sale is noteworthy for two reasons," said Larry Goodwin, vice
president, reservations for Continental. "First is the fact that we selected
Rockwell once again as our primary vendor of choice, and second is that we
have decided to replace the original Galaxy serial no. 001 ACD system that
has served us faithfully for 23 years so we can take advantage of new
capabilities and move our customer service business into the next century."

  The current sale involves five Spectrum ACD systems to be installed at
Continental's five reservations centers located around the country. The five
systems will be networked to provide Continental with call-by-call routing by
integrating all locations directly into the public network. This will allow
customer calls to be evenly dispersed among multiple sites by automatically
identifying call load volume at each location. In addition, Continental will
employ tie lines to internetwork sites and utilize intelligent overflow and
call diversion when conditions warrant.

  In contrast to the original Galaxy ACD of 1973, today's Spectrum system
provides Continental with multiple Real Time displays on which to manage
agent schedules, work shifts and agent groups. Real Time management will
assist Continental in making decisions that impact the business immediately.
All systems are expected to be networked and operational for the late summer.

  Rockwell Switching Systems designs, manufactures and services a family of
call processing, computer-telephony integration, information collection and
management, workstation applications as well as offering systems integration
and consulting.


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