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Another Hat In The Hosted Contact Center Ring
[August 29, 2005]

Another Hat In The Hosted Contact Center Ring


By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions

Joining the party of hosted contact center solutions is Aastra Intecom, which today announced the availability of its Centergy

Virtual Contact Center solution which, according to the company, was designed to "bring world-class call center functionality to companies of all sizes."

Aastra indicated that its Centergy Virtual Contact Center solution will be offered as both a hosted contact center engine for carriers and managed service providers (who will in turn market the technology to small and medium businesses), as well as a premise-based system for large multisite enterprises. The product is scalable to 10,000 concurrent agents and 10,000 concurrent voice connections, Centergy Virtual Contact Center was created to offer a carrier-grade solution that is "natively multitenant." The goal is to allow companies to set up virtual contact center agent pools in real-time, regardless of the physical location of the agents.


The product offers skills-based voice routing, interactive voice response (IVR), computer-telephony integration (CTI), quality monitoring and reporting, and system diagnostics and reporting capabilities.

According to the release, Aastra Intecom will market and sell Centergy Virtual Contact Center through several different channels, including direct sales to carriers and large, distributed enterprises, and also through distributors and independent telecom consultants and agents to the SMB (small to medium-sized business) market.

For more detailed information, visit www.aastraintecom.com.

Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit:

 

 

http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100007&nm=Tracey%20E.%20Schelmetic

 

 

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