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Among the blackjack tables, Elvis impersonators and super-cheap buffets in Las Vegas, IP contact center technology provider Telephony@Work, Inc. and hosted IP communications services provider Sylantro Systems today announced that the two California-based companies have partnered to deliver an integrated IP Centrex and hosted multimedia IP contact center offering for service providers.
IP Centrex is a telephone service in which an IP-based PBX is located at the telephone companys facilities. It connects to the customer via the LAN rather than by telephone wires. The service offers VoIP and other IP-based services as well as connectivity to the regular telephone system (PSTN).
In the past, carriers wanting both IP Centrex and hosted contact center solutions, they had to integrate both technology sets or run them on a stand-alone basis, said Telephony@Work CEO Eli Borodow in a company statement. Since most companies will have both an office and a contact center component, it made a lot of sense for us to empower carriers to get the job done with two proven solutions that are now pre-integrated.
Sylantro Systems, which is privately held, provides a software platform for advanced IP Centrex and hosted communications services for business, residential, wireless and other applications. It offers a combination of advanced applications, a carrier-class platform and go-to-market services.
The Sylantro platforms interoperability with Telephony@Works CallCenterAnywhere will ensure that Sylantros service provider customers will enjoy the highest degree of rapid service delivery and flexibility in terms of contact center deployment, according to Bernard Gutnick, vice president of product marketing for Sylantro Systems.
CallCenterAnywhere is a carrier-grade, out-of-the-box contact center technology solution. Integrated by design, it is designed to enable customization from browser menus, then following the needs-analysis processes of traditional integrators in order to deliver customized results without custom programming, script languages or professional services. CallCenterAnywhere provides all infrastructure for, and applies skills-based routing to, all forms of communication, including VoIP calls, chat sessions with Web collaboration, Voice over Web calls and Web call-back requests. The solution also includes e-mail management with automated analysis and auto-response, as well as e-mail routing. Unified messaging, blended predictive/preview dialing, IVR, call recording/logging and real-time supervision and coaching capabilities are also included. Telephony@Works solution can be deployed in both single and multiple-site contact centers
Live demonstrations of the CallCenterAnywhere solution will be available in the Sylantro Solutions Exhibits area at Sylantro Global Summit 2005, September 12-14, in Las Vegas, Nevada.
For more information about the partnering companies, visit www.telephonyatwork.com and www.sylantro.com.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit his archive.
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