Intelecom and Aculab combine forces to create flexible, multichannel contact centre technology in the cloud
12th February 2013, Milton Keynes, UK – Aculab, a leading provider of computer telephony hardware and software, today announces that Intelecom is using Aculab’s Prosody S in its new IP platform.
Intelecom Group AS, a provider of hosted contact management technology, has integrated Aculab’s Prosody S telephony recourses into its flagship product ‘Connect’ to create a highly flexible, multichannel, cloud contact centre solution. This announcement marks the successful culmination of a short term project to develop a single IP-based platform that underlines the longstanding and strong technical collaboration between the two companies.
Some time ago, Intelecom took the decision to consolidate two separate systems, one based on hardware, one based on software and migrate to a solution using Aculab’s Prosody S. Combining powerful Host Media Processing (HMP) functionality with a powerful SIP stack in an integrated software platform, Aculab’s technology is designed to guarantee high performance, maximise network capacity and minimise costs.
Torkel Engeness, Chief Executive Officer at Intelecom Group AS, said, “Today, our focus is on bringing all customer contact together into one easy to use interface. By working closely with Aculab and tapping into its sophisticated knowledge and expertise, we can provide our customers with a unified contact centre environment that harnesses the power of multiple consumer devices and accommodates the latest trends such as social media interaction.”
David Samuel, Global Sales and Marketing Director of Aculab, added, “Many organisations, ranging from the smallest SME up to multinational corporations, rely on robust contact solutions to maintain customer loyalty and drive new revenue streams. 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.”
Aculab’s Prosody S runs on a Windows or Linux host to provide telephony resources for platforms such as contact centres, IP-PBXs, media servers, fax servers and conferencing products. A customer application using Prosody S, makes, receives and interacts with calls using the Aculab Call API, enabling the integration of telephony with business processes. Licensing on a per channel basis and a distributed architecture enables Prosody S to be cost-effective for systems of any size.
In December 2012, Intelecom launched the latest version of ‘Connect’ designed to accelerate customer interaction and provide administrators with powerful self-provisioning facilities, as well as enabling tighter integration with corporate systems. Intelecom’s most recent innovation offers several new features that deliver a host of tangible benefits such as improved flexibility, better multichannel capability and a powerful administrator portal.
More at www.aculab.com