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March 27, 2006

CallTower IP Call Center Suite Integrates Cisco Unified Contact Center Solution

By Anuradha Shukla, TMCnet Contributing Editor

CallTower has introduced the new CallTower IP Call Center Suite a hosted end-to-end voice and data solution that includes the Cisco Unified Contact Center Enterprise Edition.

The integration of Cisco’s solution into its product suite will enable CallTower to provide sophisticated call center capabilities for growth enterprise businesses at the flip of a switch.

The new solution will allow the mid-sized and growing businesses to seamlessly add call center operations and capabilities to their portfolio. They can now leverage their existing phones and infrastructure across multiple offices, without having to purchase new hardware.

The users of new CallTower IP Call Center Suite do not have to learn a new system or interface and can forward, conference, place on hold, track and route calls on the CallTower system. Moreover the growing companies can better support, service and sell to their customers and prospects with the functionality and capabilities of much larger organizations with no capital expense.

Earlier many sophisticated call center applications were too expensive and out of reach for mid-sized and growing businesses. This made the companies to combine phone services and built their own software. They even manually routed calls and support requests, which resulted in dropped calls and affected customer service and sales.

The CallTower IP Call Center Suite enables the representatives and sales agents to be based anywhere, segment customers, monitor resource availability and deliver each contact to the most appropriate resource. Further it allows a single agent to support multiple interactions simultaneously regardless of the communications channel the customer has chosen.

Companies now have the choice to expand or contract their call center operations based on seasonal requirements. Administrator and user capabilities can also be deployed across a single site or multiple locations, including remote service and support personnel.

Users can profile each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form and information obtained from a customer profile database lookup. The system also knows the resources which are available to meet the customer's needs based on real-time conditions such as agent availability and queue lengths.

“Our fully hosted and integrated IP Call Center technology, the first of its kind, will allow our customers to provide better contact center service, which can in turn, make these companies more competitive and more profitable,” said Mark Harris, executive vice president of sales and marketing for CallTower in the
press release.

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Anuradha Shukla is contributing writer from India. To see more of her articles visit her columnist page.

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