SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




Intelecom and Aculab Create Flexible, Multichannel Cloud Contact Center Technology

Intelecom and Aculab Create Flexible, Multichannel Cloud Contact Center Technology

February 20, 2013
By Amanda Ciccatelli, TMCnet Web Editor

These days, organizations of all sizes rely on robust contact center technology to maintain customer loyalty and drive new revenue streams. But, many contact centers are struggling to provide excellent service, nonetheless grow revenue in a down economy as they face a common challenge: Meet customer demands at the lowest possible cost.


Providing competitive services that leave customers satisfied and breed loyalty requires contact centers to offer preferred channel options (including voice, IVR, social media and email), rapid call resolution, personalized service and quick response times. Meeting these needs simultaneously through traditional hardware and software solutions can be costly in terms of purchase, integration as well as support. Not to mention, the solutions may not be entirely compatible, leaving gaps in performance that can diminish the customer experience.

Fortunately, many companies are embracing this cloud contact center technology shift. In fact, Intelecom has decided to use computer telephony hardware and software provider Aculab’s (News - Alert) Prosody S in its IP platform. Intelecom, a provider of hosted contact management technology, has integrated Aculab’s Prosody S telephony recourses into its flagship product ‘Connect’ in order to create a flexible, multichannel, cloud contact center solution. 

This news marks the successful culmination of a project to develop a single IP-based platform that underlines the technical collaboration between the two companies. Years ago, Intelecom consolidated two separate systems, with one based on hardware, one based on software and migrate to a solution using Aculab’s Prosody S. Combining Host Media Processing (HMP) functionality with a SIP stack in an integrated software platform, Aculab’s technology is guarantees high performance, maximizes network capacity and minimizes costs.

“Our focus is on bringing all customer contact together into one easy to use interface,” said Torkel Engeness, CEO of Intelecom Group AS, in a statement.

Aculab’s Prosody S runs on a Windows or Linux host to provide telephony resources for platforms like contact centers, IP-PBXs, media servers, fax servers and conferencing products. A customer application using Prosody S interacts with calls using the Aculab Call API, enabling the integration of telephony with business processes.

“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,” commented David Samuel, global sales and marketing director of Aculab.

In December 2012, Intelecom launched the latest version of ‘Connect’ designed to accelerate customer interaction and provide administrators with self-provisioning facilities, as well as enable tighter integration with corporate systems.  Intelecom’s recent innovation offers new features that deliver several benefits including improved flexibility, better multichannel capability and an administrator portal.

“By working closely with Aculab and tapping into its sophisticated knowledge and expertise, we can provide our customers with a unified contact center environment that harnesses the power of multiple consumer devices and accommodates the latest trends such as social media interaction,” said Engeness.




Edited by Ashley Caputo



Popular Articles





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy