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January 24, 2008

Iwatsu Adds TeleDirect to VIP Program

By Susan J. Campbell, TMCnet Contributing Editor

Iwatsu Voice Networks has announced the expansion of its Valued Integrated Partner program (VIP) with the addition of TeleDirect International, Inc. (TDI (News - Alert)), a provider of technology solutions for the contact center industry.
Iwatsu made the announcement of this addition to its VIP program today at the Internet Telephone Conference (ITEXPO (News - Alert)) in Miami, Florida.

The VIP program is designed to offer products and services that provide value that can be integrated with the Iwatsu Enterprise Communications (News - Alert) Server (ECS). This solution is Iwatsu’s flagship call processing offering for small to medium sized business.
TDI will provide Iwatsu with its Encore product line. This comprehensive recording, performance management, coaching and reporting solution for mid-sized contact centers and businesses adds value to the Iwatsu portfolio.
Encore voice recording and quality monitoring integrates easily with the ECS via SIP, T1/PRI and station tap to provide contact center managers with the tools necessary to retain and reward their best agents, rapidly identify and deliver training for staff, and meet government or company mandated recording compliance.
“We are very excited about partnering with Iwatsu,” said Kathleen Kelly, Chief Executive Officer at TDI, in a Thursday statement at ITEXPO.
“Our expertise in providing Encore’s comprehensive and scalable recording and quality management solution, coupled with Iwatsu’s expertise in call processing systems, promises to make this a highly productive relationship.”
“The addition of this channel partner will greatly enhance our VIP program,” says Don Gant (News - Alert), VP Channel Marketing and Business Development at Iwatsu, in Thursday’s statement.
“TDI’s Encore products bring best-in-class technology that will provide the ECS and ultimately our customers with value enhancing tools that will help to improve their business.”
TDI is the developer of Encore, a proven technology platform that is designed to help companies increase revenues and develop their workforce. The Encore suite maximizes the productivity of a contact center’s workforce through integrated voice and screen recording, quality management, coaching and its Portfolio™ reporting and distribution package.

By partnering with TDI, Iwatsu is ensuring that it will be able to offer its customers a full smorgasbord of options necessary to run an optimized contact center. The company understands the importance of call recording and quality monitoring and how these elements have gained significance in the call center market.
The demand for agent-focused applications is also growing in the contact center market, making this partnership perfectly timed to maximize these opportunities. Customer-centric strategies keep in mind the importance of the agent and the value they deliver to the contact center. These solutions also contribute greatly to reducing agent churn, which significantly impacts the bottom line.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.
INTERNET TELEPHONY Conference & EXPO East 2008 (ITEXPO) is going on now in sunny Miami, Florida! For the latest show news, please visit Rich Tehrani’s blog.

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