Call Center Operations

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May 24, 2011

CGS Launches CirriusImpact in Cooperation to Provide Scalable Call Center Operations and Communications in the Cloud

By Jamie Epstein, TMCnet Web Editor

Comtel Global Services (CGS), recently launched CirriusImpact, a cloud-based hosted call center, featuring the award winning NICE SmartCenter suite of workforce optimization solutions from NICE Systems (News - Alert) and the offering of Presence Technology. This joint collaboration will enable call centers to improve overall call center operations and access scalable, state-of-the-art solutions on a software-as-a-service (SaaS (News - Alert)) basis.

"We are excited about this cooperation and our ability to leverage the proven capabilities of these leading solutions developed by NICE and Presence Technology (News - Alert) that we now offer to our customers. Both of these award-winning companies have built stellar reputations through years of providing advanced contact center solutions which CirriusImpact is now making available as a hosted application service offering. There are great synergies achieved by combining these two solutions together in a hosted offering," said Yossi (Joseph) Teichman, president and CEO of CGS.

 Those who decide to implement the CirriusImpact platform into their daily call center operations can engage with customers in a high quality, real-time manner, which will help yield effective and productive interactions. Contact center managers benefit from functionalities that are incorporated into this product including branch scripting tools for outbound campaigns, voice and data interactions, call recording, quality management (QM), workforce management (WFM), Interaction Analytics (IA), real-time dashboards and customized reports, a press release stated.

In addition, the release revealed that CirriusImpact features applications that provide multi-channel communication capabilities to help customers better interact with their clients through voice either inbound or outbound, email, web chat, SMS and social media channels.

Some of CirriusImpact's most important functionalities include: support for different type of environments such as single channel requirements or those with much more complicated multi-channel communication requirements; the ability to either deploy the solution as a fully hosted solution in the cloud, as an on premise implementation, or as a hybrid deployment; and the ability to either utilize the full application suite or just one application module as a stand-alone solution.

"We are pleased to partner with CGS on the CirriusImpact offering. Through this cooperation, CGS customers can now leverage NICE solutions to impact every customer interaction, enabling personalized, real-time customer service that optimizes customer experience and drives revenues as well. We believe that the CirriusImpact offering will be of particular interest to companies in the small and medium size business market segments," said NICE's Yochai Rozenblat, CEO and president in the U.S.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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