[October 11, 2001]

Davox Ships Latest Generation Call Management System For Proactive Customer Service Applications

Davox Corporation has expanded its line of contact center offerings with a new release of its Unison Call Management System. Unison version 6 is designed to deliver improvements in agent productivity and contact center efficiency, supports larger scale deployments, and enhances call progress detection. With nearly 1,000 installations worldwide, Unison is the leading outbound solution for collections, telemarketing, fundraising and proactive customer service applications.

Among the many enhancements in Unison version 6 is compatibility with Sun Microsystems' enterprise-series servers, enabling enterprises to deploy Unison more widely and to run the application on more cost-effective hardware platforms. This latest version of Unison also delivers enhanced digital signal processing, which improves the speed and accuracy of call answering and routing. In addition, the specialized call processing hardware for Unison version 6 has been completely redesigned to make it more compact, requiring less floor space.

"We selected Davox because of its excellent track record in developing advanced CIM systems that are reliable and easily integrated with existing applications," said Joel Suarez, director of systems integration at Intercallnet. "Using Davox's technology, we've been able to develop profitable applications and make measurable improvements--especially in agent productivity and campaign management--in a short period of time." Based in Ft. Lauderdale, Florida, Intercallnet is an Interactive Customer Relationship Provider (ICRP) that utilizes voice communications technology and specialized professionals, on an outsourced basis, to provide clients with a variety of services.

"Unison version 6 is evidence of Davox's commitment to meet the needs of contact center managers for a solution that is reliable and well-supported, and that quickly delivers measurable improvements in efficiency and productivity," said Jeffrey E. Anderholm, executive vice president at Davox. "Managers can benefit from our 20 years of experience and dedicated focus on building effective contact center solutions."

Unison, part of Davox's award-winning multichannel CIM solutions, automates proactive customer contact activities. It manages outbound and call blending applications and provides high-productivity tools to increase the number of calls handled and the quality of each customer contact. Unison provides proven proactive contact management functionality, including predictive and preview dialing, campaign and call list management, scheduled recalls and web call-back, automated messaging, real-time filtering, system alerts, and voice/data transfers. The Unison system also provides a graphical management console that monitors critical information about customer contact campaigns, and an agent desktop, LYRICall, that provides agents with all the relevant information needed to quickly and accurately handle customer inquiries.

[ Back To TMCnet.com's Homepage ]