Hosted Contact Center Feature Article

Telephony@Work announced a partnership with Marconi Corporation plc. Marconi will deploy Telephony@Work's hosted contact center application, CallCenterAnywhere, in conjunction with Marconi's Impact SoftSwitch, to deliver Impact UltraContact, which will enable service providers to generate new revenue streams by offering a hosted contact center solution to small to medium enterprises. Marconi Impact UltraContact is a hosted software application that handles all interaction between customers and a business, including telephone, Web chat and e-mail. It can deliver all the features of a contact center, including automatic call distribution, computer telephony interaction and interactive voice response. As a hosted solution, it does not require SMEs to make the investment in time, money and expertise associated with rolling out a premises-based contact center.

Impact UltraContact is hosted by the service provider and is essentially rented to SMEs that are charged a usage-based fee or a monthly rental amount, ensuring that the service provider has an ongoing source of revenue.

"The partnership with Telephony@Work forms part of Marconi's ongoing strategy to partner with best-in-class companies to deliver applications which will help service providers to better serve their customers," said Kevin Hourigan, vice president of Marconi's SoftSwitch product group. "Impact UltraContact will help service providers fulfill the demands from SMEs to provide hosted voice applications, which have the same functionality as the most comprehensive contact center system, but do not require a costly outlay, ongoing maintenance and upgrades."

Telephony@Work, Inc. is a provider of multi-tenant and adaptive IP contact center technology for enterprises and service providers.

"The partnership with Marconi will enable Telephony@Work to expand its market reach to new service providers, who are becoming increasingly important as both SMEs and larger organizations look to their service providers to supply value-added voice services," said Eli Borodow, CEO of Telephony@Work. "Marconi has expertise and relationships in this market and their customers are looking for exciting new applications that can provide customer value and generate additional income in managed and hosted services." Marconi's SoftSwitch offers carrier-class reliability in an open-interfaced IP platform that meets the increasing needs of network operators and large enterprises.

Marconi Corporation plc is a global telecommunications equipment, services and solutions company.

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Glenn J. Kalinoski is Executive Editor for Customer Inter@ction Solutions magazine (http://www.cismag.com).