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TouchStar Intros Version 6.0 of its Call Center Platform

TouchStar Intros Version 6.0 of its Call Center Platform

May 01, 2009
By Patrick Barnard, Group Managing Editor, TMCnet

TouchStar (News - Alert) today announced version 6.0 of its call center platform, which is available on both a hosted and on-premises basis. Sporting a new load balancing, multi-threaded software architecture, version 6.0 offers a whole new "look and feel" and includes enhancements to all of the TouchStar core applications -- including the flexibility to customize user interfaces; features to improve agent-to-supervisor interaction; and new tools for actively managing the call center environment.


Leveraging these enhancements, TouchStar 6.0 provides advanced automation of daily reporting, system activity logging and data management in a centralized user interface.

"TouchStar 6.0 is the realization of a significant initiative to enhance the user experience and improve functionality while leveraging the reliability of our core architecture," said Nick Carpenter, TouchStar's director of development, in a release.

Randy Bassuk, TouchStar's director of consulting services, said the new version "will enable our customers to gain efficiencies and realize cost savings almost immediately through the improved management and administration tools."

Leveraging Dialogic's (News - Alert) NMS carrier class hardware, TouchStar’s advanced IP-based call center platform offers a wide range of new connectivity options in addition to world class reliability and scalability.

Like other call center solutions providers, TouchStar is seeing strong interest in its hosted offerings as of late. Recent research from Datamonitor suggests that although the uptake of hosted call center solutions has been relatively slow thus far, compared to uptake of hosted solutions in other segments, 2009 is predicted to be the year when hosted call center solutions gain a significant share of the call center technology market.

This premise is supported in a recent TMCnet interview with TouchStar’s head of marketing, Brian Smits. In the interview, Smits says prior to July 2008 a majority of TouchStar’s leads were for its on-premises systems (hosted lead volume was about 75 percent of on-premises leads), but since that time, hosted call center leads have easily outnumbered on-premises leads — a trend Gartner (News - Alert) predicts will continue to the tune of 2:1 (hosted vs. on-premises) during the next few years. TouchStar’s January 2009 leads, in fact, eclipsed that mark, with hosted opportunities more than doubling on-premises inquiries.
 
“In the last few months, we’ve set sales records and are doing larger deals than ever,” Smits said. “The hosted model has been excellent for us, and we’re seeing significant growth in that business.”

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard



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