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February 19, 2013

Intelecom Group and Aculab Partner for Cloud Contact Center Solution

By Tracey E. Schelmetic, TMCnet Contributor
While many contact centers have already found multichannel success using cloud-based solutions, the options for features and functionality - not to mention cost savings - in the cloud seem to be expanding each quarter thanks to various strategic partnerships.

Hosted contact management solutions provider, Intelecom Group AS, has reportedly integrated Aculab’s (News - Alert) Prosody S telephony features into its Connect solution in an effort to create a highly flexible, multichannel, cloud contact center solution. The announcement, made by UK-based Aculab this week, marks the successful culmination of a short-term project to develop a single IP-based platform that underlines the longstanding and strong technical collaboration between the two companies. The companies say that by combining Host Media Processing (HMP) functionality with a powerful SIP stack in an integrated software platform, Aculab’s technology can guarantee high performance while maximizing network capacity and minimizing costs.

Aculab’s Prosody S was designed to provide telephony resources for platforms such as contact centers, IP-PBXs, media servers, fax servers and conferencing products. A customer application using Prosody S can make, receive and interact with calls using the Aculab Call API, enabling the integration of telephony with business processes. The solution is licensed on a per-channel basis.

“Today, our focus is on bringing all customer contact together into one easy to use interface,” said Torkel Engeness, CEO of Intelecom Group AS. “By working closely with Aculab and tapping into its sophisticated knowledge and expertise, we can provide our customers with a unified contact centre environment that harnesses the power of multiple consumer devices and accommodates the latest trends such as social media interaction.”

“Many organizations, ranging from the smallest SME up to multinational corporations, rely on robust contact solutions to maintain customer loyalty and drive new revenue streams,” added David Samuel, Global Sales and Marketing director for Aculab, in a statement revealing the results of the partnership. “Our innovative technology combines both traditional and IP-based voice processing capabilities such as interactive voice response (IVR), call progress analysis (CPA) and automatic call distribution (ACD). This gives forward-thinking developers like Intelecom the scalable building blocks they need to deliver technical and commercial excellence to their customers.”

Edited by Allison Boccamazzo
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