Dutch Call Center Solutions Company ContactMakers Chooses Radisys for VoIP Foundation

Customer contact is at the core of business today. Despite the evolution and expansion of communication channels including the internet, text messaging and social media, telecommunications access solutions like business VoIP, mobile and landlines continue to underpin a majority of interactions including the most critical customer care interactions. For this reason, it makes sense to ensure that voice over IP telephony is properly implemented in a way that will lead to a high level of quality and reliability.

ContactMakers, a Netherlands-based provider of call center software, is putting call center solutions and business telephony into one solution in the cloud. Essentially, the company s is undertaking a telco-to-the-cloud migration of its proprietary communications application and interaction platform. To do so, the company chose Radisys Corporation, and provider of open telecom solutions, and its Radisys Engage Media Server as the foundation for its VoIP Communication ContactSuite platform.

Engage Media Server’s flexible capabilities are expected to enable ContactMakers to focus its resources to add unique applications, enhanced user experience and custom capabilities for its unique customer interaction suite, rather than on the communications infrastructure, said the companies. ContactMakers will be able to use the media server to address specific customer requirements more quickly, while reducing costs and complexity by using a common media processing platform for advanced voice, video, media analytics, and other capabilities for its customer offerings.

Radisys Engage Media Server media server platform enables communications service providers to deploy high density transcoding software in the core or at the edge. By decoupling transcoding from multiple network elements, communication service providers can reduce operational complexities and cost by reducing the number of transcoding nodes in their network and eliminate the need for expensive forklift upgrades typical required when adding new HD transcoding capabilities to today’s SBCs and media gateways.

ContactMakers will use the Engage Media Server to deliver telco-grade reliability, video, speech processing, biometrics, and high-quality voice capabilities as the anchor for its service platform.

"We have had a long relationship with Radisys to deliver high-quality communication services that our customers expect. Now, with Radisys’ help, we are able to seamlessly transition to a software environment that can run in our private data center or in the cloud," said Denise Konings, CEO of ContactMakers, in a statement.