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Bruce Telecom chooses Telax Hosted Call Center
In locations like Bruce County in southwestern Ontario, Canada, harsh weather can be a real threat to businesses’ service continuity. That’s one of the reasons Bruce Telecom, a 100-year-old communications provider, announced today it has entered into a five-year partnership with Telax Hosted Call Center.
After taking a look at its own call center operations, Bruce Telecom, decided it needed a next-generation call center solution for not only its customers, but for internal use as well. It concluded that Telax's call center software was the best way to go because the company had a great reputation, and the software provides extensive functionality and certified Metaswitch interoperability.
To provide maximum scalability, performance and cost reduction, SIP trunking will be used to integrate Bruce Telecom's Metaswitch with the Telax Hosted Call Center platform. SIP trunking replaces fixed public switched telephone network (PSTN) lines with voice over Internet protocol (VoIP) calls provided over the Internet as well as Private IP networks. Failover for disaster recovery and service continuity for Bruce Telecom will rely on remote agents and routing using the traditional PSTN.
Bruce Telecom said service will extend to the company's own 26 call center agents and the Telax solution will be made available to its business customer base immediately.
“In areas like Bruce County with averages of 350 cm [about 11 ½ feet] of snowfall per winter, having a reliable network infrastructure and crisis management plan for service continuity is an utmost necessity,” explained Bruce Telecom President and CEO Eric Dobson. “Partnering with Telax Hosted Call Center gives us that reliability. It's a solution that we're excited to use and excited to offer as part of our business services portfolio.”
The concept of hosted contact center has proven effective for many companies that are plagued with weather concerns and other issues that may stymie their reliability and business continuity. One of the first pure-play "Software as a Service" (SaaS) providers, Five9 (News - Alert), has hundreds of customers using its hosted call center software, from startup companies to non-profit organizations to global enterprises, and tens of thousands of users on five continents, in call centers big and small. Five9 says its on-demand solution is used for inbound, outbound and auto-dialing call centers.
Perhaps a reason for the popularity of the hosted center is, as Five9 says of its offering, “All that's required are PCs and a broadband connection. Agents can be located anywhere in the world and the call center can be up and running in hours.”
Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.
Edited by Chris DiMarco
