Hosted Contact Center Feature Article

In addition to its Sylantro partnership news today, Telephony@Work has announced its entrance into a reseller agreement with iTelGroup, an adaptability-focused communications solutions provider.

iTelGroup leverages their knowledge of the product and industry to provide contact center solutions to end users who would otherwise be unable to gain access to world-class customer service technology, as well as to those companies that prefer to focus on their core business while outsourcing their technology management, said Telephony@Work CEO Eli Borodow in a company statement.

iTelGroup currently uses CallCenterAnywhere as its platform for hosted IP contact centers; and, via the reseller arrangement, it will address SMBs, as well as Tier II and III service providers.

Addressing the SMB, Tier II and III service provider market with a hosted solution will drive business for both Telephony@Work and iTelGroup, as well as fill a much-needed area of the market, noted Cyrus Ghamgami, iTelGroup Corporations co-founder and CEO. Our subscribers are immediately empowered with all the capabilities of a world-class contact center through an affordable and scalable hosted model.

iTelGroup, in seeking a cost-effective alternative to premise-based offerings, found Telephony@Work. It then chose Telephony@Works CallCenterAnywhere because the multitenant solution enables all contact center technologies to be centralized in iTelGroups network and shared across the companys base of subscriber companies. The multitenant architecture delivers absolute autonomy and data security for our subscriber companies, Ghamgami said.

The solution enables all contact center business processes, routing rules and workflows to be modified on demand and in real time by subscriber managers, therefore empowering companies to maximize both their productivity and their revenues because local managers are able to effectively react to changing business conditions as those condition changes occur.

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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.