|
Tadiran Telecom Releases Composit Contact Center 4.3
 TMCnet Contributing Editor
The Composit Contact Center 4.3 is now available from Tadiran ( News - Alert) Telecom, a global IP  business telephone and communications supplier. The Composit Contact Center 4.3 is a new version of the company’s real-time, IP multimedia customer interaction management solution, designed to enable companies to realize substantial performance improvements and cost savings with streamlined operations, personalized customer service and dynamic knowledge distribution.
“We’re excited to bring these new efficiencies, advanced capabilities and cost savings to our customers,” said Lindsay Kintner, Tadiran’s senior director of product marketing for Composit, in a Monday statement “We listen closely to our customers and understand their need for a cost-effective, comprehensive, yet simplified solution. They want a solution that leverages existing technology investments with new and advanced contact center capabilities, and easily scales as their business grows. Composit does all that.”
Kintner continued, “With Composit, operational efficiencies are achieved without compromising existing investments, customer satisfaction or agent satisfaction. Composit 4.3 adds capabilities for more advanced and personalized communications with customers, and the ability to dynamically share information across agents, ultimately leading to increased customer and agent satisfaction, and a more streamlined operation.”
With the ability to support 250 simultaneous agents, this new version of Composit offers a new set of tools that are intended to simplify contact center operations, streamline business processes and offer significant improvement in agent productivity and customer satisfaction to achieve a more rapid return on investment (ROI) and a more personalized customer experience.
Key features of the Composit Contact Center 4.3 include: Agent Proxy that enables the customer to hang up after leaving a data item that will effectively hold their place in the queue, prompting an automatic call-back; Agent ReRoute provides the customer with the option to hold for the previous agent; Call Logger Integration can facilitate the integration into third-party call logging systems, such as those offered by NICE Systems ( News - Alert), Comverse and Wygant Scientific; and redundancy, resiliency and scalability to provide greater availability.
According to Susan Eustis, President WinterGreen Research, intelligent voice systems, such as that offered by Tadiran, support business process efficiency in a manner that achieves a quantum improvement in the way business is conducted. The combination of IVR, Dialer, CTI , queue management, Intelligent Interaction Routing and multimedia management in a modular systems can provide the enterprise with a means to achieve significant competitive advantage.
Composit’s open architecture, built around industry standards, enables businesses to easily access legacy applications, CRMs, third-party reporting tools and databases, such as SQL, ODBC and IBM’s ( News - Alert) AS/400 servers using DB/2 databases, allowing them to protect existing investments while capitalizing on the advances of new technologies. Composit will also integrate with other systems in the enterprise to ensure a more unified customer communication experience.
Tadiran has done well with this new release of Composit Contact Center to respond to the common demands that contact centers have today to be able to meet the needs of their customers in attempting to achieve higher customer service levels. These organizations are consistently seeking solutions that will enable them to maximize their current investments to reach specified performance levels.
Tadiran offers customers a selection of solutions that can be scaled to meet their needs, a necessity in the competitive contact center space. The offering is also positioned as being designed as a simplified solution, which can contribute to fast adoption. This will enable Tadiran to maintain a competitive advantage in its vie for the contact center dollar.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page Computer Telephony Integration (CTI) | X | | CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more |
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
[ Back To TMCnet.com's Homepage ]
|
Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 16-18, 2008. Los Angeles, California.
