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June 05, 2007

Amcat, Aculab Develop Contact Center of the Future

By Spencer D. Chin, TMCnet Web Editor

Amcat (News - Alert), a provider of intelligent customer interaction solutions, is working with Aculab to develop and deliver a new enterprise IP contact center model. The new model supported by Aculab (News - Alert), a provider of enabling technology for the communications market, will give users greater abilities to optimize customer traffic, enable the use of true anywhere/anytime agent and management resources, and increase per-contact revenue.
According to both companies, they share a common outlook on how next-generation IP contact centers are developing. The two companies have a high level of synergy as the Amcat software leverages the media processing and call control capabilities, resiliency and density found in the Prosody X IP media processing platform.
Later this year, Amcat plans to release new generation contact center software built to a "Contact Center Software without Boundaries" design. It will build on a customer's existing contact center technology, but tear down existing barriers that restrict organizations from using critical capabilities needed today. These include contact routing and management over an enterprise and the effective operational control of distributed resources and home- based agents. The Amcat offering will also deliver numerous pathways to deploy hybrid and pure VoIP configurations.
Working collaboratively, Amcat and Aculab have successfully tested Aculab's Prosody X product for use in this new enterprise contact center model. This new contact center model is ideal for customers with multiple sites or mission-critical operations and will ensure Amcat customers have the ability to capitalize on greater IP functionality, resilience and scalability.
"Companies must look for ways to grow their business and become more efficient while quickly adapting to change," said Richard Costello, Amcat president, in a statement. "New IP technology advancements are allowing contact centers to tear down traditional barriers."
According to Costello, Amcat can provide a cost effective pathway for distributed IP operations that facilitate enterprise traffic optimization and effective management and control of remote sites or home- based agents. "By partnering with an IP industry leader like Aculab and working together, we will be able to offer a more feature-rich IP-based solution that will help customers increase revenue, improve customer satisfaction and reduce costs," said Costello.
The Prosody X product is ideal for organizations with contact centers in different countries or continents because it is not tied to a specific communications protocol. Under a cost free license, it includes signaling protocols for VoIP (SIP, H.323) and for TDM including DPNSS, Euro ISDN, NI-2, Q.SIG and SS7. In addition, because the blade technology of Prosody X provides double the density of competing products, the total cost per channel for the contact center is reduced and it is cheaper to maintain.
"We're excited to partner with Amcat because they understand the tangible business value in delivering on a true contact center without boundaries model," said Alan Pound, managing director of Aculab, in a statement. "Amcat is successfully pioneering the next generation contact center with its new way of thinking about customer interactions. In the coming months, Aculab will continue to collaborate with Amcat on ways to better our services and exceed the standard expectations of call centers."
Spencer Chin is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

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