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NetScout Systems Deploys Contact Center Solution
From General Communications Corporation

Woburn, MA - General Communications Corporation (GCC) announced today that NetScout Systems (NASDAQ-NTCT) has implemented the EPICCenter in its call center. The EPICCenter is a comprehensive, multimedia, web-based routing and management system designed to control and monitor the interaction, distribution and handling activities of a Call Center/Contact Center.

“We selected the EPICCenter for several reasons,” said Steve Sviontek, Call Center Supervisor and Principal Support Engineer at NetScout Systems. “The EPICCenter allows us to do remote monitoring on a real time basis and generate reports on the fly, allowing us to allocate our agents and resources appropriately. In addition, the EPICCenter integrates with our CRM and contract databases, furnishing agents with computer screen pops, showing the incoming caller and associated information. Another important factor in choosing the EPICCenter was the high level of support that General Communications Corporation provides.

“Companies are placing increased importance on personalizing their service and support to remain competitive. As more and more customers want to interact with companies through multi-media communication channels (e-mail, web chat, VoIP), GCC projects enormous potential for the EPICCenter as an integrated and cost efficient solution for mid-sized companies,” said Paul Denaro, President of General Communications Corporation. “Because it’s an open platform, the EPICCenter readily interfaces with CRM systems, workforce management systems and databases. As a result, GCC is able to rapidly develop and cost efficiently deploy customized applications,” Denaro added.

The EPICCenter solution enables contact center managers to easily design and modify an interaction routing plan and accurately assess contact center activity. On the basis of this information, management can make informed decisions to meet the contact center's requirements and better serve existing and future customers. The EPICCenter provides user interfaces that enable non-technical personnel to manage and administrate the system.

About NetScout Systems

NetScout Systems, Inc. (NASDAQ-NTCT) is the leading provider of infrastructure performance management solutions. NetScout nGenius solutions enable large organizations to maximize the performance and efficiency of delivering applications and content over their infrastructure. Headquartered in Westford, Massachusetts, NetScout has offices in North America, Europe and Asia.

About General Communications Corporation

General Communications Corporation (GCC) based in Woburn, Massachusetts, is a communications solution provider that offers a range of telecommunications technology, applications and services that enable companies to improve their competitive position and profitability. Founded in 1979, GCC solutions integrate voice, data and video communications across a spectrum of networks, platforms and protocols.