Smoothstone Intros Intelligent Call Control Apps for iPhone

Smoothstone IP Communications, a company that provides managed communications services for mid-size enterprises, has developed what it claims is the first mobile interface for Apple (News - Alert) iPhone 3G on AT&T’s nationwide network.

 

Smoothstone technology on iPhone (News - Alert) 3G and iPod touch enables call center managers and executives to control their corporate call centers from anywhere in the world. The technology is also available on iPod touch, said Smoothstone (News - Alert).

 

The new interface allows clients with Smoothstone's Intelligent Call Control (ICC) suite to use the mobile version of the ICC application to manage call queues across multiple locations in real time, reroute any calls to any other agent or call center location on the fly, and transfer held calls through a drag-and-drop interface.

 

Apple's new support for corporate security standards allows Smoothstone to provide a secure enterprise solution for IT professionals everywhere, said Smoothstone.

 

The new mobile ICC interface provided on iPhone 3G and iPod allows call center managers to see instant statistics and analytics of call activity and agent performance, listen to live calls via Bluetooth headset or speaker and record and review calls for training and quality assurance.

 

Smoothstone had launched the ICC suite last year, said the company. It is part of Smoothstone’s managed solution for mid- to large-size enterprises, which delivers next generation applications over Smoothstone's nationwide, private, Multi-Protocol Label Switching (MPLS) network that utilizes Cisco Systems (News - Alert) technology.

 

According to Smoothstone, ICC provides a highly survivable, infinitely scalable call center solution to clients. It does not require any additional equipment, is flexibly priced according to client size, and is completely tailored to each organization's individual needs.

 

“Our new mobile ICC solution frees call center managers and executives from their workstations, so they can manage critical issues wherever they are,” said Jeff Wellemeyer (News - Alert), chief technology officer, Smoothstone, in a statement. “With technology trending towards mobile-based interfaces, we knew this was something that would appeal to individuals on the go.”

 

“Apple's iPhone 3G 2.0 software update incorporates enterprise-level security standards, allowing us to confidently offer this application to our clients. Smoothstone has always been an innovative leader in convergence technology; this application takes our mobile convergence strategy a step further, pushing it deeper into the enterprise to allow full call center management capabilities,” added Wellemeyer.

 

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