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July 27, 2012
Patton and SmartConnect Bring Ultra-Scalable Solution to Eureka


By Steve Anderson, Contributing TMCnet Writer


Eureka was recently called upon to bring a contact center solution to one of India's biggest suppliers of white goods and electrical appliances, which is actually a very large market in its own right. So when the time came for Eureka to grow the client beyond their legacy contact center, powered by TDM, they wanted to go to the Genesys (News - Alert) IP platform, and as such, they turned to Patton and SmartConnect to make it happen.

Eureka's main demand was for system scalability, because the system they installed today may well not have been very effective in as little as a year, as India is one of the biggest so-called "emerging" markets on Earth. Part of what's sometimes called the BRIC--or Brazil, Russia, India and China--market, India is a rapidly growing sector that experiences a lot of volatility in things like consumer demand. Thus, Eureka needed a solution that would not only readily handle today's load--a contact center with 150 seats--but also one that could handle tomorrow's expectations, as the contact center was expected to grow multiple times over from one year to the next.

Eureka, in turn, looked to SmartConnect for technology consulting on a way to provide a way to absorb high volumes of calls, as well as provide the necessary expansion capability via media gateways with plenty of capacity in their own right. They also needed gateways that could easily integrate with the Genesys platform, provide SIP trunking, and detect answering machines over TDM. SmartConnect's pick to handle all that? No less than Patton's VoIP gateway systems, specifically, Patton's SmartNode 4940 Multi-Port E1 / PRI Enterprise VoIP Media Gateway (News - Alert).

SmartConnect came to the decision after launching a series of simulations involving load handling capability, service provider interoperability, Genesys back-end integration and more, and in most every case, Patton's (News - Alert) SmartNode 4940 did the job and then some. Patton's multi-modal data recovery / retrieval systems also struck a positive note with Eureka, which made an already easy choice even easier once the full range of Patton's capability was made known.

The combination of Patton's SmartNode 4940 and the various SmartConnect systems gave Eureka the framework they needed to provide for the Indian company, and they have the necessary potential to make just about any call center in which they find themselves installed better for the experience.




Edited by Juliana Kenny


 
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